member and geographic activities staff cecelia jankowski managing director 2 august 2008 region 1...

Member and Geographic Activities Staff

Cecelia JankowskiManaging Director

2 August 2008Region 1 MeetingAlbany, NY USA

IEEE MGAVolunteers and Staff Working Together

MGA Board– Develop policy (Board, Committees, Interfaces…)– Perform governance and oversight with vision

MGA Committees and Staff– Partnership – Design, development, implementation– Shared responsibility

Policy (values and principles) driven

Operational Activities (Volunteers and Staff)

Focus on the Member - continuous engagement throughout the lifecycle

– Develop an IEEE-wide Member Strategy– Member data acquisition, management and protection; relevant

products/services and coordinated communications

Focus on responsiveness to member inquiries– Improve the ability to self serve– Enhanced service and response, personalization

Geographic Unit Experience – efforts already initiated to engage Sections and Regions

– Engagement & relationship development for volunteer leaders– Increase opportunities for new activities & programs

Geographic Activities– Simplify operational requirements for volunteers– Understand impact of government and legal requirements on OU and Geo Unit

decisions and operations; closer integration of GeoUnit operations with IEEE organizational decisions; increasing overlaps of OU efforts world-wide

Developing and acquiring skills – Relationship development & management, project management, process

management, business analysis and development, enhanced international experience, metrics/benchmarking

IEEE MGA – Strategic Considerations

IEEE MGA - Staff Organization

MGA Finance & Administration

MGA Admission and Advancement Staff

Admission & Advancement StaffAreas of Focus• Grade Elevations –

Associate to Member and Senior Member• Life Member eligibility determination• Admission and Advancement Committee Support

Key Projects• Update Admission and Advancement Operations Manual• Automate Senior Member Process• Develop Senior Member Promotional Kit• Associate to Member Outreach• Senior Member Web Pages

Admission and Advancement Contacts

Denise Howard (Senior Member Program)

d.howard@ieee.org+1 732 562 5502

Celeste Roman (CMR Program)c.roman@ieee.org+ 732 562 5539 5831

Denise Maestri, Supervisord.maestri@ieee.org+1 732 562 5530

Alycia Ellis (MD Supply Fullfillment, LM Qualification, Associate to Member elevation)Alycia.ellis@ieee.org+ 732 562 5535

IEEE Member Strategy Staff

Jamie MoeschDirector, Member StrategyMember and Geographic Activities

Areas of Focus for the Member Strategy GroupImproving Value

Next Generation Benefits– myIEEE, IEEE.tv, MemberNet– Spectrum digital delivery

Member EngagementAlternative Membership ModelTargeted Programs

– STEP– Engaging New Members– Students and Affinity Groups

Membership and Benefit MarketingDirect Outreach

– Renewal, recruitment, reinstatement– Benefit utilization

Field Support– Field support for MD volunteers– Member-get-Member program

Advertising– Benefit awareness

PartneringMember ServicesVolunteer LeadershipData and Process MgmtSocieties and TABSales and MarketingITCorporate Activities/Strat/Rcsh

Data and ResearchMember SatisfactionMembership DashboardsMember SurveysProduct PerformanceCost of New Member AcquisitionLifetime Value of a Member

Member Strategy TeamDirector, Member Strategy

Member Data and Research

Membership Development

Product Management

- Membership Statistics- Member Satisfaction- Member Studies

- MD Materials- MD Support- Membership Promotion- Student Programs

- Affinity Groups- Benefit Promotion- Campaign Coordination- Marketing Operations

- Measuring Engagement- Alternate Models- Dashboards

- myIEEE- memberNet- IEEE.tv- Mentoring Connection

- Benefit Portfolio Mgmt- New Benefit Process- Financial Mgmt

Major Member Strategy ProjectsImproved Member Satisfaction– Measurement– Constant Improvement– Service Experience– Renewal/Join Experience

Improved Student Retention– Launch of STEP Program– Student Graduation Kits– GOLD Receptions

Visibility of Membership Statistics– Monthly Regional MD Reports– Recognize Top Performers

Benefits Utilization– Improve visibility– Allow for more engagement

Assist with Society Membership Marketing

Product Upgrades– myIEEE 2.0– memberNet– IEEE.tv

Improvements to IEEE Merchandise Store (Online)

Key Member Strategy ContactsMembership Development

Qiana Harder Q.harder@ieee.org+1-732-562-5525

GOLDCathy Downer

C.downer@ieee.org+1-732-562-5506

Student ProgramsLaura Durrett

L.durrett@ieee.org+1-732-562-5523

• MD Materials and Collateral• http://ewh.ieee.org/forms/md/supplies.php

• Monthly MD Webcasts• MD Planning and Goals• Member Get A Member• MD Virtual Community

• https://www.ieeecommunities.org/ieee.md.net

• GOLD Committee Support• Graduation Receptions• STEP Manuals• Mentor Connection

• SA Committee Support• Student Leadership Support• New Branch Formation• Contests and Awards• IEEE Xtreme

Key Member Strategy Contacts

IEEE.tvNoel Bryson

N.bryson@ieee.org+1-732-562-5526

myIEEE and memberNetBrian Pratz

B.pratz@ieee.org+1-732-562-5507

General Membership Development Issues

John DayJ.day@ieee.org+1-732-562-6356

General Member Issues, Escalations, & Strategic Ideas

Jamie MoeschJ.moesch@ieee.org+1-732-562-5514

MGA Member Operations Staff

Bill CookStaff Director, Member OperationsMember and Geographic Activities

Member Operations Service Model

Mission: provide quality service to our members

Quality Definition: exceed member expectations; attention to process & detail.

Service Standards: available, courteous, knowledgeable, accurate & responsive.

Operational Excellence: planning, process management, partnering & performance.

Core Values: integrity, professionalism, service & results.

Member Operations FocusStaff Director, Member Operations

Member Processing

Contact Center

Administration

- Join- Renew- Add societies

- Member Questions- Computer access- Forgot password

- Order products- Payment problems- Magazine replacement

- Add Publications- Change address- Update profile

- Project Management- Budgeting- Financial forecast- Process Management

- Work flow- Results measurement- Productivity

Major Member Operations Projects

Successful membership year.

Timely response to member inquiries.

Assess status of call center.

Identify opportunities for improvement.

Proactively address issues before they become problems.

Key Member Operations Contacts

Bill Cook – Staff Director, Member Operations– b.cook@ieee.org

– 1 732 562 5464 (W)

– 1 732 887 2450 (C)

Marianne Schmidt – Director, Contact Center– m.schmidt@ieee.org

– 1 732 562 5546 (W)

– 1 908 930 9231 (C)

MGA Information Processing Staff

Vera SharoffManager, Information ProcessingIEEE Member & Geographic Activities

Areas of Focus for the Information Processing StaffImproving Valueٮ Move existing tools to the next

generationٮ SAMIEEEٮ eNoticeٮ EWH

Develop New Toolsف Support vTools

ف Meetings, Voting, WebinABox, Finance, Student Branch Reporting, Demographics

ف Enable Credit Card Processing

Partneringف All MGAف ITف Data and Process Mgmtف Technical Activitiesف Corporate Strategy & Research

ف Web Presenceف Volunteer Leadership

Support IEEE BMSف Membersف Volunteersف Staff ف Redesign Process (Renew for 2009)ف Release Planningف Defect Triage

IT Enterpriseف Web Presence, Content Management, Enterprise Architecture

Major Projects for the Information Processing Staff

Analytics– SAMIEEE

Where are we after one year?

Enhancements Training &

Communication

– Geographic Dashboard

Communications– Migrate eNotice to

Siebel Campaigns– Overhaul entire

experience– Message tracking– Integrate eNotices

into the overall IEEE communications picture

Major Projects for the Information Processing Staff

EWH– Content

Management

vTools– Project Management– Liaison with IT– Web Services– Tie vTools with

existing functions

BMS– Release Planning

Prioritizing features and functions both internal and external

– Redesign Projects Renew first Then Join, My

Account, Browse etc…

Information Processing Contacts

Helen Shiminsky (SAMIEEE)h.shiminsky@ieee.org+1 732 562 5517

Eugene Khusid (vTools, BMS)y.khusid@ieee.org+ 732 465 5831

Vera Sharoff, Managerv.sharoff@ieee.org+1 732 562 5509

Khanh Luu (eNotice, EWH)k.n.luu@ieee.org+ 732 562 6358

MGA Geographic Activities Staff

Cheryl SinauskasDirector, Geographic ActivitiesMember and Geographic Activities

Geo Unit ExperienceSections CongressEngagement and relationship development- Linking opportunities (e.g. local conferences)Activities and Programs

Areas of Focus for Geographic Activities Staff

Geo Unit Operations & ProcessesSection OperationsGeo Unit FormationsMetrics and trackingvToolsGeo Unit scanHistorical Research

GovernanceMGA BoardSelect Committees

– Award & Recognition– Life Member– Geo Unit Operations

Policy and By-LawsMGA Operations Manual

Compliance & FinanceFinancial ReportingFinancial analysis and trackingCustody Account SupportRegistrationCompliance Issues

Volunteer ExperienceIEEE Center for Leadership Excellence Volunteer development and training

Major Geographic Activity Projects Sections Congress 2008 and 2011 IEEE Center for Leadership Excellence

o Volunteer Training Process Improvement and Streamlining Regulatory Compliance vTools

Geographic Activities TeamDirector, Geographic Activities

Geo Unit Operations

Geo Unit Administration

Finance

- Volunteer Inquiries- Section Rebates- Historical Research

- Regulatory - Compliance- Policy

-Section Operations- Volunteer Training- Processes

- Meeting Reports- Recognition Products- Geo Unit Formations

- L50 Reports- Financial Analysis- Tracking- Advise and support Section Treasurers-

-Interface Corporate Audit- Budget - Custody Accounts

Geographic Activities Contacts

Supervisor, Geo Unit OpsPeggy Lefkin

p.lefkin@ieee.org+1-732-562-5512

• Sections Congress• MGA Geographic Unit

Operations Committee Support• Section Operational Support

Director, Geographic ActivitiesCheryl Sinauskas

c.sinauskas@ieee.org+1-732-562-5383

Manager, Geographic Activities & MGA Governance

Dan Tolandd.toland@ieee.org+1-732-562-5515

• Sections Congress• MGA Geographic Unit

Operations Committee Support• Section Operational Support

• Process Design and Improvements

• Registration• Compliance & Regulatory

Geographic Activities ContactsSection/Chapter Support

Joe Halej.hale@ieee.org+1-732-562-5511

Officer ServicesPeggy Kovacs

p.kovacs@ieee.org+1-732-562-5513

MGA Recognition ProductsDonna McClelland

d.mcclelland@ieee.org+1-732-562-5518

• Geographic Unit Formations• Sections, Subsections, Councils, Chapters,

Affinity Groups, Student Branches/Chapters/AGs

• Geographic Unit Officer Reporting• Contiguous Section Requests• Geographic Unit Boundaries• Geographic Roster

• Geographic Unit Meeting Reports• Tracking and analysis

• Distribution of Geographic Unit Rebates

• Certificates, Plaques, Banners• Letterhead, Business Cards• LM Incentive Gift Distribution• General Correspondence/Questions

Geographic Activities Contacts

Geo Unit Financial ReportingElizabeth Cortez

e.cortez@ieee.org+1-732-562-5516

• Annual Financial Report• Geographic Unit Compliance• Geographic Unit Audits

Thank you!