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IEEE BUSINESS MANAGEMENT SYSTEM (BMS) Gene Ressler MGA Vice-Chair for Information Management Vera Lee IEEE BUSINESS MANAGEMENT SYSTEM (BMS) Gene Ressler MGA Vice-Chair for Information Management Vera Lee Sharoff MGA Staff Region 1 Meeting Albany, NY USA July 2008

Our Purpose Today …Address FAQ What is BMS? Why did we build it? How Our Purpose Today …Address FAQ What is BMS? Why did we build it? How is it organized? What’s the impact on the IEEE Member? – Immediate – Future What’s up with membership renewal? Your questions and discussion…

What is the Business Management System (BMS)? Complete replacement of IEEE enterprise information systems. What is the Business Management System (BMS)? Complete replacement of IEEE enterprise information systems. Cleaning and fusion of data from 26 systems into single Oracle relational database “back end. ” Siebel Customer Relationship Management System (CRMS) provides business middleware and front end services. Consolidation of business rules in Siebel repository. Some third-party tools for specific purposes. Ex: user authentication. Some separate systems remain, but with web service links. Ex: Explore, v. Tools, my. IEEE, etc.

BMS Functions Membership Services – Join – Renew – Purchase Single Sale Products/Articles – BMS Functions Membership Services – Join – Renew – Purchase Single Sale Products/Articles – Manage profile and preference – Web accounts Customer Service Order Management Account Management OU Administration Non member transactions Volunteer services (including SAMIEE, positions, rosters) Product Management Subscription Fulfillment Nominations Awards Conferences Balloting/Elections Targeted Marketing, Promotions, Free Trials, Discounts Payment processing Tax Reporting

Why BMS? Address looming challenges… – Existing 10 -year old systems were becoming gradually Why BMS? Address looming challenges… – Existing 10 -year old systems were becoming gradually unsustainable. Again, why? – Software technologies no longer vendor supported. – Developer support skill base too hard to maintain. – 26 “island” databases intractable to manage. “DBA h_ _l. ” – No way to accommodate ever more complex business. – Increasing member expectations for on line service. – Competing businesses moving forward: strategic threat. – Credibility burden: IEEE must be the best.

Why BMS? Exploit growing opportunities… – Synergies in management and customer service. – System Why BMS? Exploit growing opportunities… – Synergies in management and customer service. – System management: § Fewer subsystems: simpler, more consistent cheaper to license and run. § Separate business rules and code cheaper to maintain. § More flexible, reliable, available increased ROI.

Why BMS? Exploit growing opportunities… – Synergies in management and customer service. – IEEE Why BMS? Exploit growing opportunities… – Synergies in management and customer service. – IEEE management improvement: § Power of data mining and flexible report generation. – Across functional areas. § Staff access to a consolidated view of member activities, transactions and preferences. – Data driven decisions on operations and services.

Why BMS? Exploit growing opportunities… – Synergies in management and customer service. – Customer Why BMS? Exploit growing opportunities… – Synergies in management and customer service. – Customer functionality and level of service. § § More unified interface. Richer, more responsive interaction. “ 360 degree member view. ” [What’s that? ] More satisfied Members more business.

Business Management System – BMS What is BMS? Members experience a newly designed web Business Management System – BMS What is BMS? Members experience a newly designed web user interface to: – Join, Renew, Purchase/Buy, Browse our products/services catalogue and Manage their Profile/Preferences Volunteers have access to an integrated and improved Business Analytics tool for SAMIEEE

Business Management System – BMS What is BMS? Staff has access to a consolidated Business Management System – BMS What is BMS? Staff has access to a consolidated view of member activities, transactions and preferences enabling member/customer interactions Ability to understand their needs and analyze data to identify options and help drive decision making for future products and services Moving towards a “ 360 degree” view of our members and customers

Project Overview and Vision What was the Vision? – Streamlined Operational Efficiency § Streamlined Project Overview and Vision What was the Vision? – Streamlined Operational Efficiency § Streamlined User Interface and work flow § Simplified business processes and business rules § Integrated view of our operational environment – Strategic Technical Framework § Service Oriented Architecture (SOA) – Build reusable business services; Design technical framework to enable future business services implementation (not in place yet, working towards) § Increased end to end interoperability § Streamlined and standardized interface formats – Be operational for our 2007 Membership Cycle

Business Management System – BMS What is BMS? A “ 360 degree” provides a Business Management System – BMS What is BMS? A “ 360 degree” provides a view of members and non-members to enable us to understand their preferences and purchasing behaviors - Creates the information/knowledge of what they want in the future § Handles all transactions by all individuals who interact with us – not just members – Membership, Conferences, Xplore users, etc. § Handles all relationships they may have with IEEE – not just membership and subscriptions – Volunteer role(s), Awards bestowed, Conference registrations, Single Article Purchases, Standards memberships, Merchandise, etc. “ 220” degree achieved

BMS Value Proposition Enhancing the Member Experience Currently we are interfacing with our members/customers’ BMS Value Proposition Enhancing the Member Experience Currently we are interfacing with our members/customers’ via a series of system interfaces that have been designed/customized over a 10 year period - since the web was first introduced BMS Solution – Employ a member experience design for our key member/non-member web interface transactions and align with a single purchasing mechanism; Provide a business and systems operational framework for the future and enable support of OU needs; BMS Value: (intended – did not meet expectations) – Redesigned Member Experience § Introduction of a new interface for our Join, Renew, Purchase/Browse, Manage Profile experiences via the web § Common single place (shopping cart) for members/customers to Purchase/Browse for any IEEE product or service § Save shopping cart functionality allowing members/customers to store purchase selections for a future time – Single Products & Services Catalog § Single product catalog for members and non members to browse, order/purchase, buy/shop – Improved self service capabilities for members to fine tune preferences § Capturing preferences and transactions that can determine more services, products and value to the member/customer in the future

BMS Value Proposition Improve Ability to Manage Internal Operations Over time, we have created BMS Value Proposition Improve Ability to Manage Internal Operations Over time, we have created and integrated many products and services, identified new and exciting media types and customized multiple systems to handle these relationships BMS solution – Design an integrated systems and data architecture to streamline business interactions – both internally and externally - and simplify our business; Enable a framework for the OUs to execute their business for the future BMS Value: – Single enterprise and infrastructure to enable us to streamline our operation now and in the future – New operating environment will continue to provide ways to improve our operations – Enable us to improve automation of interfaces with external vendors, etc.

BMS Scope and Objective BMS replaced the IEEE and the IEEE Computer Society's core BMS Scope and Objective BMS replaced the IEEE and the IEEE Computer Society's core business systems. Not using service requests and catalog It combines all information from various databases such as the IEEE Membership Database and the Computer Society’s Sisyphus System into one repository.

What was the timeline? Major Objective-Support IEEE Renewal Cycle Started Project 2005 -Feb Determined What was the timeline? Major Objective-Support IEEE Renewal Cycle Started Project 2005 -Feb Determined needs, vision 2005 -Jun Selected software 2005 -Sep Finished Requirements 2005 -Dec Finished Development 2007 -Feb Finished Testing 2007 -Jun Deployment (e. Customer)2007 -Aug R 5, 5. 1 & 5. 2

Replaces 26 different systems Replaces 26 different systems

BMS Data Architecture BMS Data Architecture

BMS User Interface Architecture BMS User Interface Architecture

Analytics Architecture (SAMIEEE) Analytics Architecture (SAMIEEE)

How BMS helps Members (web) The web experience of BMS includes Join, Renew, Add How BMS helps Members (web) The web experience of BMS includes Join, Renew, Add Services, Shop/Browse and My Account. BMS uses a single shopping cart for: – – – – IEEE Membership Society memberships Journals and Magazines Conference Proceedings Books and e. Books Digital Libraries Standards Continuing Education Products

How BMS helps Members (web) BMS web provides one place for the member or How BMS helps Members (web) BMS web provides one place for the member or customer to update personal information. The area is called My Account. It includes: – – – – Address Profile Education / Certification Information Credit Card Profile Technical Interest Profile Web Account Maintenance Display of Current and Previous Memberships A View Order History Print a Receipt anytime

Meet Member Joe Smith What’s New Wireless Member of Subscriber Communications Virtual Community Member Meet Member Joe Smith What’s New Wireless Member of Subscriber Communications Virtual Community Member of Standards Working Group Member of MTT Society Attended IEEE Microwave Fellow Author Conference Last 3 yrs Donated to IEEE Foundation IEEE BMS View of Joe Smith Has IEEE Life Insurance Employer subscribes to IEEE Enterprise and Standards Online Subscriber to Proceedings of IEEE Reviewer of IEEE Technical Articles Received email promoting new journal Won the IEEE Edison Medal

BMS – Subject Matter Experts On call for verifying unique requirements in different subject BMS – Subject Matter Experts On call for verifying unique requirements in different subject areas and/or departments during each phase of the project. Ultimately: – Ensures that unique departmental/subject requirements are in system. – Develops test plans and scenarios – Actively organizes/participates in UAT – Becomes departmental experts on various aspects on the system.

BMS – Data Cleansing Teams Responsible for determining and ensuring the integrity of information BMS – Data Cleansing Teams Responsible for determining and ensuring the integrity of information that is migrated to the new BMS system. – – – What information is authoritative Data validation rules Verification of information during UAT Continuous post deployment monitoring Amount of History

Join/Renewal Task Force After 1 full business cycle After Renewal 2008 Coordinated effort – Join/Renewal Task Force After 1 full business cycle After Renewal 2008 Coordinated effort – Volunteer Ad Hoc Task Force reporting to MGA VP – Cross functional staff team formed under BMS management § MGA staff team lead § Participation by TA and Web presence staff

Join/Renewal Task Force Ad Hoc Task Force – Appointed by VP, MGA in February, Join/Renewal Task Force Ad Hoc Task Force – Appointed by VP, MGA in February, 2008 – To review specific usability issues – To determine recommendations § for short term enhancements to the BMS user interface § enhancements to be considered for the 2009 membership year renew/join – Members: Gene Ressler, Marc Apter, Vera Sharoff, Howard Michel (Chair) – IEEE PCS contacted about participation

Task Force Approach Review information, share personal experiences Focus on process and usability rather Task Force Approach Review information, share personal experiences Focus on process and usability rather than specific implementation details Focus on member experience with join/renew – Add/change societies, publications – Donations – Ability for members to change data in their membership records

Task Force Approach Generated a list of recommended items Determine which recommendations should be Task Force Approach Generated a list of recommended items Determine which recommendations should be implemented and when – Request staff estimate of benefit, cost and dependencies of each recommendation § on both the volunteer and staff lists – Work together to determine the prioritization § based on estimates, resources available and schedule

The cross functional staff team Candace Beach Helene Crowfoot Mary Curtis Elena Gerstmann Donna The cross functional staff team Candace Beach Helene Crowfoot Mary Curtis Elena Gerstmann Donna Hourican Rosanne Loyal Jamie Moesch Esther Posen Vera Sharoff – Team Leader Ashok Sivathapandian Tom Smith

Usability Consultants Whitney Quesenbery – An IEEE member, member of the IEEE Professional Communications Usability Consultants Whitney Quesenbery – An IEEE member, member of the IEEE Professional Communications Society and IEEE SA – She is a user interface designer, design process consultant, and usability specialist – Whitney works with large and small companies to develop usable web sites and applications – She is an author, teacher and presenter Caroline Jarrett – Worked as a project manager of computer systems integration projects. – Through her work with the United Kingdom tax authorities, she became fascinated with forms and now specializes in helping clients to create better forms and better web sites that include forms – She is an author

Information used in the Process Report Volunteer Committee presented to MGA Gene Ressler’s screen Information used in the Process Report Volunteer Committee presented to MGA Gene Ressler’s screen by screen commentary Numerous emails from other volunteers Numerous discussions with volunteers Data collected from IEEE Member Services – Through email and phone calls Recommendations from staff Usability Consultants reviewed 20 random Services Requests and interviewed Member Services staff Usability Consultant observed and monitored calls and emails received to IEEE Member Services for one afternoon Information obtained from a preliminary usability study (three IEEE members in the UK)

IT is in transition CIO replaced by interim consulting group Transition Partners (TP) Includes IT is in transition CIO replaced by interim consulting group Transition Partners (TP) Includes acting CIO from TP, Gwyn Myers TP do an initial assessment on current and future state of BMS and Siebel Higher level they are viewing overall IT effectiveness processes and organization Based on the above, they are planning their first set of recommendation at the Nov Board Series via Ad-Hoc Committee (explain) Interim point releases for improved web experiences based on volunteer feedback and renewing members

Team Result We have a streamlined Renewal process – Initial premise was: § Auto Team Result We have a streamlined Renewal process – Initial premise was: § Auto Login from email, 2 click completion (Express Renew) Renewal is a complicated process – Security and implementation issues with the Auto login process have put this on hold. Will revisit in 8. X – We streamlined process to 5 screens (5 Clicks) Identified 70 items 17 of 70 needed a Proof of Concept (POC) before work can be guaranteed Still staying inside the box of e. Customer for 2009 – Will continuosly improve within the capabilities of the current Siebel environment

5 Clicks to Renew 5 Clicks to Renew

2008 – 2009 Membership cycle Timeline 16 June IT testing begins 23 June User 2008 – 2009 Membership cycle Timeline 16 June IT testing begins 23 June User Testing begins 7 July– 11 July Volunteer / Usability Testing 30 June-15 July Incorporate feedback [Usability recommendations] 15 Jul Volunteer Check point 30 July– 1 Aug Volunteer Re-test 1 Sep Renewals are created 18 Sep Sections Congress (Observed Renewal) 18 Sep-30 Sep Rolling releases (1000 at a time). Small target audiences invited to renew and provide comments 01 October Tentative renewal email distribution Tentative point release for sev 1 defects 10 -Oct Renewal bills sent (projected)

The process: Member comes to ieee. org to renew or receives e-mail campaign The process: Member comes to ieee. org to renew or receives e-mail campaign

Member selects Renew from IEEE website Login Member selects Renew from IEEE website Login

Member receives e-mail to renew from IEEE campaign. Username will be pre-populated. Login Member receives e-mail to renew from IEEE campaign. Username will be pre-populated. Login

After login, the Renewal Welcome screen is presented Renewal welcome is a summary of After login, the Renewal Welcome screen is presented Renewal welcome is a summary of renewable memberships along with email, postal address and credit card information. User Member clicks Proceed to Checkout

View Memberships to Renew Member clicks Checkout View Memberships to Renew Member clicks Checkout

View New Completed Summary Member clicks Place your Order View New Completed Summary Member clicks Place your Order

View Thank you • Member views Thank you message • Member receives email confirmation View Thank you • Member views Thank you message • Member receives email confirmation of purchase • Member receives personalized Renewal email message

Other Options Other Options

On the Renewal Welcome member can also make changes Member can: Update Email Address On the Renewal Welcome member can also make changes Member can: Update Email Address Add a new Mailing Address Update/Add Credit Card All without leaving this screen. Press Proceed to Checkout to Continue

From the shopping cart Member can also: Click Link to Add Societies, Other Memberships From the shopping cart Member can also: Click Link to Add Societies, Other Memberships or Subscriptions All Societies are included

Member Can Choose a Society and View Related Publications Member Can Choose a Society and View Related Publications

Click link to Make a Donation Click link to Make a Donation