Member and Geographic Activities Staff Cecelia Jankowski Managing Director 2 August 2008 Region 1 Meeting Albany, NY USA
IEEE MGA Volunteers 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)
IEEE MGA – Strategic Considerations 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 Geo. Unit 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 - Staff Organization
MGA Finance & Administration
MGA Admission and Advancement Staff
Admission & Advancement Staff Areas 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 Maestri, Supervisor d. maestri@ieee. org +1 732 562 5530 Denise Howard (Senior Member Program) d. howard@ieee. org +1 732 562 5502 Alycia Ellis (MD Supply Fullfillment, LM Qualification, Associate to Member elevation) Alycia. ellis@ieee. org + 732 562 5535 Celeste Roman (CMR Program) c. roman@ieee. org + 732 562 5539 5831
IEEE Member Strategy Staff Jamie Moesch Director, Member Strategy Member and Geographic Activities
Areas of Focus for the Member Strategy Group Improving Value Next Generation Benefits – my. IEEE, IEEE. tv, Member. Net – Spectrum digital delivery Member Engagement Alternative Membership Model Targeted Programs – STEP – Engaging New Members – Students and Affinity Groups Partnering Member Services Volunteer Leadership Data and Process Mgmt Societies and TAB Sales and Marketing IT Corporate Activities/Strat/Rcsh Membership and Benefit Marketing Direct Outreach – Renewal, recruitment, reinstatement – Benefit utilization Field Support – Field support for MD volunteers – Member-get-Member program Advertising – Benefit awareness Data and Research Member Satisfaction Membership Dashboards Member Surveys Product Performance Cost of New Member Acquisition Lifetime Value of a Member
Member Strategy Team Director, Member Strategy Member Data and Research - Membership Statistics - Member Satisfaction - Member Studies - Measuring Engagement - Alternate Models - Dashboards Membership Development - MD Materials - MD Support - Membership Promotion - Student Programs - Affinity Groups - Benefit Promotion - Campaign Coordination - Marketing Operations - my. IEEE - member. Net - IEEE. tv - Mentoring Connection - Benefit Portfolio Mgmt - New Benefit Process - Financial Mgmt Product Management
Major Member Strategy Projects Improved 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 – my. IEEE 2. 0 – member. Net – IEEE. tv Improvements to IEEE Merchandise Store (Online)
Key Member Strategy Contacts Membership Development Qiana Harder Q. harder@ieee. org +1 -732 -562 -5525 • 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 Cathy Downer C. downer@ieee. org +1 -732 -562 -5506 • • GOLD Committee Support Graduation Receptions STEP Manuals Mentor Connection Student Programs Laura Durrett L. durrett@ieee. org +1 -732 -562 -5523 • • • SA Committee Support Student Leadership Support New Branch Formation Contests and Awards IEEE Xtreme
Key Member Strategy Contacts IEEE. tv Noel Bryson N. bryson@ieee. org +1 -732 -562 -5526 General Membership Development Issues John Day J. day@ieee. org +1 -732 -562 -6356 my. IEEE and member. Net Brian Pratz B. pratz@ieee. org +1 -732 -562 -5507 General Member Issues, Escalations, & Strategic Ideas Jamie Moesch J. moesch@ieee. org +1 -732 -562 -5514
MGA Member Operations Staff Bill Cook Staff Director, Member Operations Member 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 Focus Staff Director, Member Operations Member Processing - Join - Renew - Add societies - Add Publications - Change address - Update profile Contact Center - Member Questions - Computer access - Forgot password - Order products - Payment problems - Magazine replacement - Project Management - Budgeting - Financial forecast - Process Management - Work flow - Results measurement - Productivity Administration
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 Sharoff Manager, Information Processing IEEE Member & Geographic Activities
Areas of Focus for the Information Processing Staff Improving Value ٮ Move existing tools to the next generation ٮ SAMIEEE ٮ e. Notice ٮ EWH Support IEEE BMS ﻑ Members ﻑ Volunteers ﻑ Staff ﻑ Redesign Process (Renew for 2009) ﻑ Release Planning ﻑ Defect Triage IT Enterprise ﻑ Web Presence, Content Management, Enterprise Architecture Develop New Tools ﻑ Support v. Tools ﻑ Meetings, Voting, Webin. ABox, Finance, Student Branch Reporting, Demographics ﻑ Enable Credit Card Processing Partnering ﻑ All MGA ﻑ IT ﻑ Data and Process Mgmt ﻑ Technical Activities ﻑ Corporate Strategy & Research ﻑ Web Presence ﻑ Volunteer Leadership
Major Projects for the Information Processing Staff Analytics – SAMIEEE § Where are we after one year? § Enhancements § Training & Communication – Geographic Dashboard Communications – Migrate e. Notice to Siebel Campaigns – Overhaul entire experience – Message tracking – Integrate e. Notices into the overall IEEE communications picture
Major Projects for the Information Processing Staff EWH – Content Management v. Tools – – Project Management Liaison with IT Web Services Tie v. Tools 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 Vera Sharoff, Manager v. sharoff@ieee. org +1 732 562 5509 Helen Shiminsky (SAMIEEE) h. shiminsky@ieee. org +1 732 562 5517 Khanh Luu (e. Notice, EWH) k. n. luu@ieee. org + 732 562 6358 Eugene Khusid (v. Tools, BMS) y. khusid@ieee. org + 732 465 5831
MGA Geographic Activities Staff Cheryl Sinauskas Director, Geographic Activities Member and Geographic Activities
Areas of Focus for Geographic Activities Staff Geo Unit Experience Sections Congress Engagement and relationship development - Linking opportunities (e. g. local conferences) Activities and Programs Geo Unit Operations & Processes Section Operations Geo Unit Formations Metrics and tracking v. Tools Geo Unit scan Historical Research Volunteer Experience IEEE Center for Leadership Excellence Volunteer development and training Governance MGA Board Select Committees – Award & Recognition – Life Member – Geo Unit Operations Policy and By-Laws MGA Operations Manual Compliance & Finance Financial Reporting Financial analysis and tracking Custody Account Support Registration Compliance Issues
Major Geographic Activity Projects Ø Sections Congress 2008 and 2011 Ø IEEE Center for Leadership Excellence o Volunteer Training Ø Process Improvement and Streamlining Ø Regulatory Compliance Ø v. Tools
Geographic Activities Team Director, Geographic Activities Geo Unit Operations - Regulatory - Compliance - Policy -Section Operations - Volunteer Training - Processes Geo Unit Administration - Volunteer Inquiries - Section Rebates - Historical Research - Meeting Reports - Recognition Products - Geo Unit Formations - L 50 Reports - Financial Analysis - Tracking - Advise and support Section Treasurers - -Interface Corporate Audit - Budget - Custody Accounts Finance
Geographic Activities Contacts Director, Geographic Activities Cheryl Sinauskas c. sinauskas@ieee. org +1 -732 -562 -5383 • Process Design and Improvements • Registration • Compliance & Regulatory Manager, Geographic Activities & MGA Governance Dan Toland d. toland@ieee. org +1 -732 -562 -5515 • Sections Congress • MGA Geographic Unit Operations Committee Support • Section Operational Support Supervisor, Geo Unit Ops Peggy Lefkin p. lefkin@ieee. org +1 -732 -562 -5512 • Sections Congress • MGA Geographic Unit Operations Committee Support • Section Operational Support
Geographic Activities Contacts Section/Chapter Support Joe Hale j. hale@ieee. org +1 -732 -562 -5511 • • • Geographic Unit Officer Reporting Contiguous Section Requests Geographic Unit Boundaries Geographic Roster Officer Services Peggy Kovacs p. kovacs@ieee. org +1 -732 -562 -5513 • • Geographic Unit Meeting Reports • Tracking and analysis Distribution of Geographic Unit Rebates MGA Recognition Products Donna Mc. Clelland d. mcclelland@ieee. org +1 -732 -562 -5518 • • Certificates, Plaques, Banners Letterhead, Business Cards LM Incentive Gift Distribution General Correspondence/Questions Geographic Unit Formations • Sections, Subsections, Councils, Chapters, Affinity Groups, Student Branches/Chapters/AGs
Geographic Activities Contacts Geo Unit Financial Reporting • Elizabeth Cortez • e. cortez@ieee. org • +1 -732 -562 -5516 Annual Financial Report Geographic Unit Compliance Geographic Unit Audits
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