Strategic Meetings Management: Start Strong, Stay Strong

2. Strategic Meetings Management: Start Strong, Stay Strong Sherry Marshall, CCTE Sr. Manager-Meetings, Travel & Card Services PwC Kari Wendel, SMMC Sr. Director – SMM Strategy & Solutions CWT Meetings & Events

3. Objectives Defining Strategic Meetings Management SMM at PwC SMM design – models for success • Program Model • Resource Model • Funding Model Stakeholder engagement • Pre-launch • Stakeholder mapping • Post-launch Next practices Q&A

4. Defining SMM Strategic Meetings Management (SMM) is a disciplined approach to managing enterprise wide meeting and event activities, processes, suppliers and data in order to achieve measurable business objectives aligned with the organizations’ strategic goals / vision, and deliver value in the form of quantitative savings, risk mitigation, and service quality. Joint GBTA/MPI definition 2009

5. SMM at PwC • Core team: Sits in Toronto, services nationally • Residency Programs (learning) • Partner Programs • Day meetings (simple to complex) • Currently use in house technology, sourcing for new 3rd party technology • Use site selection firm for all programs with guestrooms • Preference to outsource non-core competencies • Onsite registration services • Regular use of DMC services • Contract planners • Meeting Card for payment • Master Service Agreements in place at the chain level • Rigor around contract signature • Low value/risk deals follow simpler process • Travel to meetings managed within travel program/guidelines • Maximize use of internal meeting space

6. SMM Design: Models for Success • Program Model • Insource • Outsource • Hybrid • Resource Model • Right people, right role, right talent • Identify permanent staffing level and supplement with FLEX staffing • Funding Model • Short, mid and long term strategies aligned to your culture

7. Program Model

8. Resource Model Permanent staffing level FLEX staffing

9. Funding Model Options • Centralized funding • Centralized but allocated • Users pay for services • Hybrid • Centralized sourcing/contracting • Users pay for incremental services • Commission offsets • Launch models: should feel “free” to users • Future phases – funding can change based on value

10. Stakeholder Engagement

11. Stakeholder Mapping

12. Post Launch communications Develop a living marketing & communications plan: Manage perceptions Stay keenly focused on reality Set and reset expectations Gain and keep stakeholder alignment through inevitable changes Lack of adequate efforts here are the #1 reason SMM programs stall/fail

13. Next Practices for SMM Proliferation and expansion of stakeholder engagement role Key Controls Documentation (KCD) Continued push towards global Gamification Dynamic SLA’s Increased scope of SMM program Inclusion of ROI/ROO measurement services

14. Questions?