T&E Plus

Demystifying Return on Investment (ROI) in meetings and events

Communicating your return on investment from your meetings/events is not the same as showing stunning charts and dashboards.  In fact, an ROI may look fairly boring compared to your beautiful, colorful charts but, when calculated properly and thoroughly with the right input, it portrays far more information and relevant data than your dashboards will ever show.

There are three different ROI calculations you may want to consider:

1.  The ROI of your strategic meetings management program

2.  The ROI of your involvement with sourcing and planning meetings/events (the savings and efficiency that you bring to the table)

3.  The ROI of the meeting/event including the calculation of the success of the business objective being met by holding the meeting/event

Many people have asked for my ROI presentation and while I present a few different levels of classes with varying degrees of complexity on the subject, I’m including the most basic presentation here.

Download Demystifying ROI by Debi Scholar

In addition, you may be interested in viewing this previous T&E Plus post:

http://www.teplus.net/2011/01/the-return-on-investment-roi-in-meetings-and-events.html

And, kudos to Meeting Professionals International for producing this excellent report:

http://www.mpiweb.org/Libraries/Research_and_Reports/WEC2010_ROI_Report.pdf

 

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•          Co-Author, Strategic Meetings Management Handbook (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.

Visit me at one of my upcoming speaking engagements; Topics vary per conference

Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

March 1 - VA MPI
April 24 – PCMA NYC
April 26 - EMC Webinar
May 16-17 – FIMP Chairperson - Boston
May 21 - Meetings Tech Expo - Washington DC
June 21 - EMC Webinar
August 23- EMC Webinar
October 25 - EMC Webinar
December 2 - EMC Webinar

Reduce Unmanaged Travel

Travel and meeting managers that use preferred suppliers become frustrated when their travelers or meeting attendees bypass the policies and use non-preferreds. Case in point, when we went through our Six Sigma measure stage at PwC (2007) to identify the rogue or maverick meeting spend that was not funneling through our meetings team, we learned that our strategic meetings management program only managed 49% of the total spend in the firm.  Shocking to us, because we thought we had corralled most of the costs.  Travel compliance returned better percentages, yet travelers still booked outside of the policy.  As a result, we developed proactive controls to stopgap rogue spenders and added numerous program enhancements. While arguments exist to reduce compliance requirements, managed travel with strong compliance is still the pot ‘o gold at the end of the rainbow in many industries. (For more information on compliance... Develop a Compliance Strategy)

A new tool has reached the industry that warrants your review. ProcureApp is a proactive approach and application that alerts travelers on how and where to book travel.  Indirect purchases through non-contracted channels (e.g. going directly to hotel’s website) can result in non-compliance. ProcureApp addresses maverick spend easily so that even if travelers book your preferred properties, it will always be through the method you choose and not directly with the websites. 

Because I’m a visual learner, I drew this very elementary picture of where ProcureApp fits in for some of my clients.  Without any financial interest in ProcureApp, I share this information with you because after seeing the product, I thought it was an excellent proactive control to help you manage your travel and meeting programs.  For more information about ProcureApp, please contact phil@procureapp.com or visit their website at: http://www.procureapp.com/

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•          Co-Author, Strategic Meetings Management Handbook (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.

Visit me at one of my upcoming speaking engagements; Topics vary per conference

Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

February 23 - EMC Webinar
February 23-24 - GA MPI
March 1 - VA MPI
April 24 – PCMA NYC
April 26 - EMC Webinar
May 16-17 – FIMP Chairperson - Boston
May 21 - Meetings Tech Expo - Washington DC
June 21 - EMC Webinar
August 23- EMC Webinar
October 25 - EMC Webinar
December 2 - EMC Webinar

Negotiating Contracts in an SMM Environment

Last month I presented a day-long session at the meeting industry’s thought-leadership group, the Meetings Competitive Advantage Forum (MCAF), which I used to participate in when I was the PwC Meetings Director.  (See SMM History for more information about MCAF).  When I brought up the topic of contracting in an SMM environment, one industry leader asked, “Is there a difference between contracting in an SMM environment vs. a non-SMM environment?”  The answer is yes, there is a different.

Download SCG Meetings and Events Hotel Contracting Maturity Model©

There are varying degrees of maturity in Strategic Meetings Management (SMM) contracting and inevitably, most suppliers, most often hoteliers, want to learn how to avoid the onerous contract negotiations in these environments. Procurement may be involved and many organizations are moving to their own contracts vs. using the supplier’s paper. Even in a seller’s market, organizations want to be in the driver’s seat of racing down the road of terms and conditions. And, who can blame them? Many organizations spend millions of dollars with suppliers and procurement leaders expect to use master service agreements to reduce overall risk and cost, and improve consistency across the whole enterprise.

Whereas ad-hoc contracting for a meeting or event requires the meeting planner and property leaders to negotiate terms, strategic sourcing usually requires procurement, meeting leaders, general counsel and chain-wide leaders to negotiate terms for an entire organization’s meetings and events. Sometimes, the SMM contracting process penitentiary causes confinement for months with legal beagles shredding their opponent’s side of the contract.

Because hotel spend makes up a hefty chunk of the meeting/event costs, let’s start by understanding the maturity levels of hotel contracting.  If we understand the Meetings and Events Hotel Contracting Maturity Model^© and how it affects our negotiation strategies, then buyers and suppliers can author terms that produce win/win scenarios.  Organizations want to move toward contracting less, saving more, and partnering for duration in an SMM environment.  Defined, Strategic Meetings Management provides direction for organizations to guide the strategy, operations, and tactical activities of meetings and events in order to improve business processes, quality, and return on investment, and reduce costs, risks, and inefficiencies.

 Twenty components make up the Meetings and Events Hotel Contracting Maturity Model^©

 1.  Identifying suppliers to bid on meetings

 2.  Bidding, evaluation and selection process of suppliers

 3.  Preferred suppliers

 4.  Contract language

 5.  Concessions and discounts

 6.  Negotiation practices

 7.  Benchmarking

 8.  Automating sourcing process

 9.  Contract signing delegation

10.  Hard and soft savings, cost avoidance and cost reduction; penalty identification

11.  Reporting

12.  Reputational risk

13.  Service level agreements and key performance indicators

14.  Contract retention practices

15.  Supplier relationship management

16.  Contract and compliance

17.  Standard operating procedures

18.  Change management

19.  Professional sourcing staff

20.  Strategy, policy and continuous improvement

Each of the Meetings and Events Hotel Contracting Maturity Model^© components is described in the following levels.  For example, an organization may be in the “Learning” stage for one of the components but in the “Evolving” stage for another component.  The progressive maturity model levels also include the activities from the less-mature, previous levels.  The maturity model levels are:

• Learning - Describes an organization that is aware of the SMM components and may take first steps in building a program

• Developing - Describes an organization that is building an SMM program and may launch some components

• Evolving - Describes an organization that has implemented one or a few of the SMM components; Program updates may be underway

• Transforming - Describes an organization with proper oversight, governance and change management

• Mature - Describes an organization with the highest level of maturity

Using the continuum of hotel contract maturity from the “learning” stage through “mature,” let’s explore a few of the twenty components mentioned above.

• When an organization is in the “learning” stage of SMM, it may source meetings and events on an ad-hoc basis, meeting by meeting.  Yet, when an organization is in the “mature” stage of SMM, it regularly selects preferred properties that may be part of a chain-wide agreement for duration such as one or two years.

• When an organization is in the “learning” stage, it may negotiate contracts and concessions on an ad-hoc basis meeting by meeting. Yet, when an organization is in the “mature” stage of SMM, it regularly negotiates concessions with chains based on total volume of transient and meeting business across all business units globally to leverage buying power.

• When an organization is in the “learning” stage, it may not use service level agreements. Yet, when an organization is in the “mature” stage, it regularly uses service level agreements with key performance indicators and consequences with its suppliers, including hotel chains and properties.

Using the maturity of contract language as an example, differences may result that significantly affect the outcome as shown below:

 

1.  “Learning” Stage of SMM:  The standard hotel contract language may not have any language about credits and read:

“If Group elects to cancel this Contract for any reason other than a termination for cause or pursuant to the Force Majeure clause of this contract, Group agrees to provide written notice to Hotel accompanied by payment indicated in the following scale.”

 

2.  “Developing” Stage of SMM:  The organization may add an addendum to the hotel’s contract that will protect the organization and allow for use of penalty credits. 

“Should (the Buyer) cancel this contract, (the Buyer) shall have the option to rebook another meeting of same or greater size at Hotel within one (1) year from the cancelled meeting dates.  Hotel shall credit XX% amount paid by (the Buyer) toward a future rebooked meeting.”

 

3.  “Evolving” Stage of SMM:  The organization may develop their own hotel contract to be used on a meeting-by-meeting basis which usually includes significant terms and conditions from the organization’s procurement or legal team. The primary difference is that the organization’s master agreement is now the foundational paper used and changes must be redlined by the Hotel vs. the Organization (the Buyer) of meeting space and/or room nights. It may include substantial business terms and conditions in addition to meeting requirements and expectations which are often Scope of Works or Exhibits at the end of the Master Agreement. Because this language may not be acceptable to the Hotel’s lawyers, negotiations are inevitable.

“In the event that (The Buyer) cancels the Meeting, (The Buyer) shall pay Hotel according to the fees defined and timeline in Exhibit A minus allowable attrition and any rooms resold. Any meeting space, sleeping rooms, food and beverage functions resold over the contracted meeting dates will be deducted from (The Buyer)'s potential liquidated damages.   After the contracted meeting dates and full reconciliation of any liquidated damages, Hotel will submit a cancellation invoice, along with an actualized occupancy report and credit card authorization form. The cancellation invoice shall be presented to (The Buyer) within 14 days after cancelled meeting dates and will be paid in 45 days after the invoice was received. Invoice must include accounts payable contact name, telephone number, fax number and e-mail address and should be submitted electronically to the (The Buyer) contact as defined in Exhibit A.  Payment of the cancellation invoice will be made within 45 business days of receipt of invoice. If (The Buyer) has paid Hotel any deposit prior to (The Buyer)’s cancellation and the deposit exceed the cancellation fees of this Agreement, Hotel shall refund the excess amounts to (The Buyer) within thirty (30) days of (The Buyer)’s cancellation.

 

Should (The Buyer) cancel this Agreement and if (The Buyer) pays any cancellation fee, liquidated damages or penalty to Hotel, the amount paid will be credited 100% against any charges incurred by (The Buyer) and/or such party as designated by (The Buyer), and owed to Hotel for any meeting, event or banquet booked within twelve (12) months after the date of the originally scheduled meeting. 

 

4.  “Transforming” Stage of SMM:  The organization may develop a master services agreement to be used across an entire chain with all properties or at least the most frequently used properties. In addition to language such as described in “Evolving” above, fundamental language defining expectations and discounts may be included.

“ABC Chain will allow for X number of credits to be used across X number of properties within the year.”  Or, another example is “ABC Chain will provide a minimum of 10% discount on all food and beverage at the defined (X number of properties, e.g. fifty most frequently used) properties for all meetings and events. Additional negotiations may increase the amount of this discount at the time of sourcing.  ABC Chain agrees to waive fees for small groups fewer than 20 attendees at these properties if the group under 20 requires breakfast and lunch in the same room and up to one breakout room, booked through the ABC Chain global sales organization team.”

 

5.  “Mature” Stage of SMM:  The organization may develop a master services agreement to be used that integrates both travel and meeting services.  The organization’s leaders expect that the hotels will recognize the “total volume” of all spend, not just the transient, or only the group volume.

“The Hotel and (the Buyer) shall meet quarterly following the execution of this Agreement to review whether the relationship between the parties is proceeding as envisioned; whether (the Buyer’s) requirements are being fully met by the supplier for transient and group business; whether changes to the fees for Services are appropriate in light of then-current service alternatives and pricing available from Supplier and its principal competitors in the marketplace for similar services comparable to the Services being provided to (the Buyer) hereunder.  To this end, the Supplier shall work on achieving cost savings on both materials and processes, for transient and group business, and as possible, such savings shall be reflected in a reduction in price of the Services. During the quarterly review, the Supplier’s global sales organization, (the Buyer’s) travel, meeting, and procurement leaders will review strategy, resources, processes, technologies and data intelligence prepared by the Supplier.”

 

Out-of-program suppliers may also be part of the overall SMM strategy.  For example, many organizations may not include a Las Vegas property in their group preferred program; yet, Las Vegas hotels are very viable to the success of many meetings. The successful outlier properties (e.g. conference centers) may be a key component to a comprehensive SMM venue strategy, even if the conference centers are not part of a chain.

When SMM leaders and suppliers work together to produce master contracts that do not require significant edits each time a meeting occurs, then it produces a win/win environment for everyone.  The Meetings and Events Hotel Contracting Maturity Model^© and the use of master contracts can also be used for other suppliers such as meeting planning companies, audio-visual/production suppliers, ground transportation suppliers, etc. 

Use the Meetings and Events Hotel Contracting Maturity Model^© to identify your improvement opportunities and as always, feel free to reach out to me if you want help developing or improving your contracts, service level agreements, key performance indicators, savings guarantees, or any other component of your travel and meeting program.  

Download SCG Meetings and Events Hotel Contracting Maturity Model©

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•          Co-Author, Strategic Meetings Management Handbook (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.

Visit me at one of my upcoming speaking engagements; Topics vary per conference

Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

February 23 - EMC Webinar
February 23-24 - GA MPI
March 1 - VA MPI
April 24 – PCMA NYC
April 26 - EMC Webinar
June 21 - EMC Webinar
August 23- EMC Webinar
October 25 - EMC Webinar
December 2 - EMC Webinar

Creating a Virtual Meetings and Events Strategy

By definition, a virtual meeting or event provides for live or archived communications among small to large and local to global attendees. Virtual meetings and events, a critical component to a strategic meetings management (SMM) strategy, expand organizations’ options to communicate and offer an alternative method to deliver a meeting.

Yet, many organizations do not understand the different tiers of virtual meetings, the ROI metrics that should be captured, or the roles and responsibilities of the virtual meeting planner.  The attached whitepaper may help you. 

Download Creating a Virtual and Meeting Event Strategy by Debi Scholar

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review athttp://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.
*Debi is proud that this blog has received almost 24,000 views to date. 

Visit me at one of my upcoming speaking engagements; Topics vary per conference
Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

December 1 – EMC Venue’s MEET
December 15 – EMC Webinar
January 10 - PCMA
January 11, 12 – MCAF
February – EMC Webinar
February 23-24 - GA MPI
March 1 - VA MPI
March - Meetings Technology
April – EMC Webinar
June – EMC Webinar
August – EMC Webinar
October – EMC Webinar
December – EMC Webinar

 

 

Strategic Meetings Management Presentation

In the past 3 business days, I have sent my generic Strategic Meetings Management presentation to five people.  I'm posting it to my blog so that readers have easy access to it.  Because I have over 500 pages from various SMM presentations, I'm attaching only a handful of my slides if you need to explain SMM to your business leaders. 

Download Strategic Meetings Management Presentation - Debi Scholar

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review athttp://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.
*Debi is proud that this blog has received almost 24,000 views to date. 

Visit me at one of my upcoming speaking engagements; Topics vary per conference
Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

December 1 – EMC Venue’s MEET
December 15 – EMC Webinar
January 10 - PCMA
January 11, 12 – MCAF
February – EMC Webinar
February 23-24 - GA MPI
March 1 - VA MPI
March - Meetings Technology
April – EMC Webinar
June – EMC Webinar
August – EMC Webinar
October – EMC Webinar
December – EMC Webinar

Strategic Meetings Management Business Plan

It is that time of year again when those who are sitting for their Certificate in Meetings Management designation are looking for help with their business plans.  I've been asked countless times over the last couple of years to share my generic business plan.  I've given it to over a hundred people and parts of it are also incorporated into the SMMC class.  In addition to coaching CMM attendees, I also provide presentations on different variations of the business plan - if you want a presentation to your organization, please contact me. 

It is posted on another website by an industry publication.  Now, you can download it here too. Let me know if you have any questions!  Good luck to those of you who are writing your plans! 

Download Generic Building an SMMP Business Plan v2

Download Business Plan - Case Financials 26 Jan 2011

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.
*Debi is proud that this blog has received over 23,000 views to date. 

Visit me at one of my upcoming speaking engagements; Topics vary per conference
Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

December 1 – EMC Venue’s MEET
December 15 – EMC Webinar
January 10 - PCMA
January 11, 12 – MCAF
February – EMC Webinar
February 23-24 - GA MPI
March 1 - VA MPI
March - Meetings Technology
April – EMC Webinar
June – EMC Webinar
August – EMC Webinar
October – EMC Webinar
December – EMC Webinar

 

Measuring the 7 Types of Meetings

Meetings are defined differently by organizations yet sometimes meetings are not defined at all. Some people differentiate between meetings and events while others use the terms interchangeably. Meetings may be referred to as one or several days in length. Meetings often include numerous events that must be integrated to provide a seamless experience for the attendees. No two meetings or events are alike. 

Whereas a meeting may be a workshop, project team meeting, training session, retreat, or conference, an event may be a client reception, town hall, entertainment event, a team-building activity, a fundraiser, or dinner event. Events are often a few hours to one day in length. Yet, multi-day events may often be the most challenging and offer the greatest return on investment as with the case of planning for a golf invitational that includes high profile clients.  Meetings and events are further defined by the Convention Industry Council and other organizations.

What are the 7 Reasons we have meetings?

1. What is the meeting objective?
2. What is the general purpose of the meeting?
3. What do you hope to accomplish?
4. What is the expected outcome and how will it be measured?
5. Do you require a baseline of information before the meeting/event starts so that you can compare the information to the after-meeting/event results?

If we understand the purpose of the meeting and the expected outcome, then we can plan the meeting with an understanding of the expectations and plan for success.

Meetings or events are generally held to communicate, motivate, educate, celebrate, generate revenue or regenerate the workforce. The following table describes some meeting types, the purpose or goals of the meeting, a question to ask to develop ideas on measurement, and sample measurement ideas. Many organizations require that the meeting sponsor or budget holder be responsible for ensuring that the meeting/event expenses are valid, reasonable and necessary to achieve the desired business objectives.

You may also want to offer virtual meeting options to replace or complement meetings when the objective is to communicate, educate or generate revenue. Whereas, it is more challenging to use virtual technologies to motivate and celebrate.

 

Debi's 7 Reasons why we have Meetings
Meeting Type Examples	Goal or Purpose of the Meeting	Question to ask to understand how to measure the outcome of the meeting or event	Measurement Ideas (not all inclusive)
Business, committee meeting, project meetings, executive meetings, etc.	Communicate	Was the communication used and understood?	Measure the effects of the communication efforts. For example, if a business meeting was held to discuss a new project, the measurement could be the success of the project completion as evaluated by the project sponsor.
Product Launch	Motivate	Did the attendees change or improve behavior through motivation?	Measure the effects of the improved behavior such as the familiarity of the new product or service before and after the meeting.  Later, more measurements could be tracked such as increased sales of the product or service.
Training session	Educate	Did the attendees learn something that would reduce cost or risk, improve productivity or quality, or generate more sales?	Measure the effects of the education, including an increase in productivity after learning the new skill, or an increase in sales after learning about the product or service.
Retreat, incentive type meeting	Celebrate	Did the attendees feel appreciated?	Measure the effects of the perceived value of the celebratory event.  The measurement could be the increase in accomplishments throughout the year or the perceived feeling that the attendees had during the event.
Focus groups, Feedback meetings, Advisory councils	Evaluate	Did the attendees evaluate the service or product as expected and provide the needed feedback?	Measure the depth of the attendee feedback or the level of participation in advisory councils.
Product launches, Sales meetings	Generate revenue	Did the event help generate more revenue?	Measure the effects of the leads generated, resulting sales or revenue generated.
Recruiting activities	Regenerate the workforce through recruiting	Did the organization hire more staff?	Measure the effects of the recruiting and interviewing efforts: the number of subsequent interviews held or the number hired who attended the job fair.
Debi Scholar© 2011.

Be sure to track all of your meetings and events through your meeting management technology system.  If you want any help measuring the effectiveness of your meetings and events, contact me.

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.

Visit me at one of my upcoming speaking engagements; Topics vary per conference

Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

December 1 – EMC Venue’s MEET
January 10 - PCMA
January 11, 12 - MCAF
February 23-24 - GA MPI
March 1 - VA MPI
March - Meetings Technology

GBTA Meetings Lab

Meetings Lab – Piccardy, France

Wish I was attending the Meetings Lab by GBTA Europe! Looks like a great event! 

Piccardy, France : The Global Business Travel Association (GBTA) holds their Meetings Lab, their new event dedicated to the meetings and event sector being held just outside Paris on November 10-11, 2011 at the Principal Hayley Château Saint-Just.

The event is to be moderated by Chris Elmitt, managing director of Chrystal Interactive with key speakers Torbjörn Erling, Meeting & Travel Manager from Ikea Group and Rob Leslie Jr, global technical architect from Cisco Events  being interviewed in the first session on the approach to effective meetings architecture and design.  Subsequent sessions will see speakers Carole Poillerat, Global Category Leader for Meetings & Events from AstraZeneca and Kevin Iwamoto, Vice President for Enterprise Strategy at Starcite kick-start interactive sessions with unusual and innovative formats.   

Sessions include The Collaborative Distraction, where delegates will work collaboratively on the creation of a model made from packaging waste whilst discussing the building blocks of a successful meetings programme. The Freudian Walk will have delegates divided into small groups to walk in the grounds of the Château to discuss contentious issues such as remuneration and transparency. The final session of the day, Pass the Problem will see delegates pass written issues on measuring the success of meetings programmes to other participants for them to contribute potential solutions, all to the sound of inspiring music. 

The organisers have announced that a number of high level meetings and event professionals from companies such as Accenture, American Express, Coca-Cola, Lanyon, LEO Pharma, Logica, Philips and PwC have already committed to the event, which is being supported by Starcite, Chrystal Interactive and Principal Hayley.  

Paul Tilstone, managing director of GBTA Europe, said, ”This experimental event is attracting individuals who have a real passion for innovation and enjoy the opportunity to try something new in the Meetings & Events space.  This type of event is at the heart of GBTA’s approach to the sector, challenging and exploring the issues and methods of management we use.”  

Full event details and registration can be found at http://www.gbtaeurope.org/go/events/meetings_lab.html

 

Capture Regulatory Compliance Data in Meetings and Events

We discussed the importance of developing a compliance strategy ( Develop a Compliance Strategy ) in the last article; now let's list the data elements that you may need to report to verify your meeting/event compliance requirements. 

If you are using a Strategic Meetings Management (SMM) technology that has all of the functionality listed in this article ( SMM Technology Functionality), then there is a good chance your data element fields will be available to capture the information needed. If, however, you are not using an SMM technology, you should be capturing your meetings data using this spreadsheet (download below) or a database that includes the headings in this linked document. I do not support manual data entry such as using an Excel spreadsheet for thorough meetings management data intelligence, but we've all been there at one point and many of my clients still use databases and spreadsheets. Yet, it is important to find a full-functionality meeting management technology that is well-suited to track and report many, if not all, of your reporting requirements.

 Download The MASTER spreadsheet of meetings

In addition to what is listed in your SMM technology or the Excel spreadsheet, more data should be captured for pharmaceutical, medical device, and financial services industries; the most rigorous data collection being in pharmaceutical and medical devices.  

Whereas pharmaceutical and medical device companies may capture more thorough data for meetings that include Healthcare Providers (HCP), financial companies may capture more thorough data from government officials, representatives of a government entity or fund, and media representatives. Even though I have used the list of data collection elements below for clients, I encountered some gaps and appreciate StarCite's input and guidance that I received last week.

 
Debi's list of PhRMA (and Financial Services) compliance data gathering requirements

Pharmaceuticals, medical devices and other organizations may be required to comply with a variety of reporting requirements.  Often, multiple systems are used to collect data in order to produce reports.  Each HCP is uniquely identified to aggregate all payments and transfers of value to a single individual for reporting purposes.  Below is a sampling of data requirements that may be expected as a standard functionality of meeting management technologies.

Meeting Information
Unique identifier of the meeting/event
Name of the meeting/event
Description of the meeting/event
Start date
End date
Meeting type (may be one or two levels of types, e.g. business unit, type of meeting, customer event, promotional programs, etc)
Total number of attendees
Number of Heathcare Provider (HCP) attendees (or government officials, representatives of funds, etc.)
Number of non-HCP (or non-government officials) attendees
Number of (organization’s) employee attendees

Meeting Location Information
Unique identifier of the meeting/event location
Name of the meeting location
Fields for the meeting location (address, city, state, region, postal codes, country, etc.)

Attendee Information – Note that every place it says "HCP" for Healthcare Provider, you could replace it with the language government officials for the financial services market)
Unique identifier of the HCP
Last name of the HCP
First name of the HCP
Middle name or initial of the HCP
Suffix of the HCP
Professional designation of the HCP (may be a drop down for consistency purposes)
State of Licensure
State License Number
National Provider Identifier
Medical Education Number
Additional custom field(s)
Type of address supplied
Unique identifier of the address supplied
Address line 1 of the HCP
Address line 2 of the HCP
City of the HCP
State of the HCP
Postal code of the HCP

Health Care Organization Information
Unique identifier of the HCO
Tax ID of the HCO
Hospital identification number
HCO type
Name of the HCO
Alternate name of the HCO
Unique identifier of the address of the HCO
Type of address supplied (may be a drop down)
Address line 1 of the HCO
Address line 2 of the HCO
City of the HCO
State of the HCO
Postal code of the HCO
Country of the HCO

Product Information
Unique identifier of the product
Product group name or product name
The percentage of spend to allocate to this product
Product indication

Expense Information
Unique identifier of the transaction
Type code of the spend (expense category)
Secondary purpose of the spend used to further clarify the purpose of the spend
Date of payment or date returned funds were received
Amount of payment (in U.S. Dollars)

Education item / Give Away Information
Unique identifier for non-product item
Name or description of the non-product item
Type code of the non-product item
Retail value of the non-product item
Quantity of the item given

Source of Spend
Unique identifier of the source
Identification of the type of spend data
Global ID of the (organization) employee who entered the data for this transaction
Unique identifier of the vendor

If you need help selecting a technology, collecting your data, or developing your compliance strategy, please contact me.

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.

Visit me at one of my upcoming speaking engagements; Topics vary per conference

Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

November 9 – NJBTA and ISM joint meeting
December 1 – EMC Venue’s MEET
January – PCMA
March 1 – VA MPI
March – Meetings Technology Expo

Develop a Compliance Strategy

Travel, meeting and expense policies that are well-defined and frequently communicated provide a robust foundation for adherence to legal and regulatory compliance requirements. Compliance in travel, meetings and expense management is primarily itemized into a) policy compliance and b) legal and regulatory compliance. Before an organization can monitor and manage compliance, it must identity the proactive behaviors and processes, and communicate the expectations preemptively before the behavior or process occurs. 

Consider these conundrums: 

• A client wants to ensure that senior vice presidents or leaders with titles above that level sign all contracts. Yet, the reluctant procurement leaders prefer not to mandate their meeting policy nor communicate it thoroughly because these activities may deter employee morale.
  
  
• A client needs to monitor travel costs and identify traveler whereabouts. Yet, the leaders allow unrestrained travel bookings through unmonitored processes because the leaders do not want to dissuade creativity through imaginary boundaries.

Dichotomy set aside of these true stories, some organizations do not believe that travel and meetings should be compliance-driven as part of its responsibility to maintain financial controls and manage risks. Curiously, leaders of cash cow organizations tend to abolish the proper management of indirect spend categories that seem to operate fine "as is." 

For those leaders and organizations that recognize that T&E spend and meetings requires policies and compliance to maintain financial controls, consider the use of the SCG C6-step© process to develop your compliance strategy:

1.  Identify and Categorize compliance requirements:  What behavior, process, or risk do you want to monitor and manage compliance to? Are there risks that could be exposed without the compliance?  Brainstorm the risk exposure to non-compliance in the SCG© seven risk categories of strategy, reputation, operations, regulatory/legal, information technology, market position, and financial impact.  

2.  Chart and rank compliance requirements:  What level of risk is estimated for each of the identified risks? Is the compliance requirement a high risk with a high likelihood of occurrence? Medium or low risk? Create a risk impact graph to map and rank the risk exposure which will provide you with the roadmap to risk mitigation and compliance plans.  For example, an organization may recognize that there is a high risk and high likelihood that unmanaged meeting contracts do not include the organization's required business terms. Legally, this could affect the outcome of litigation should an incident occur.

3.  Create proactive Controls:  What can be put in place to proactively mitigate risks so that compliance will be achieved?  What policies need to be developed or improved? For example, if standard contracts or addendums include the organization's business terms, put policies and processes in place so that sourcing and contracting activities use the standard contracts or addendums without allowing for misdirected contracts.

4.  Use Change management to drive adoption to policies and processes:  What types of change management, education and communication activities are required to bring awareness to the compliance requirements?  For example, use numerous communications mediums to educate everyone on using the standard contracts or addendums.

5.  Collect data before and after the meeting for thorough reporting:  What types of data intelligence do you have? From what systems or processes?  How can data be collected before non-compliance occurs?  For example, is it possible to obtain forecasts of upcoming meetings and ensure that the standard contract or addendum is used which would reduce risk exposure?  How can data be collected after the meeting occurs?  For example, is it possible to poll suppliers and/or budget holders for meetings that have been held that did not use the standard contract?  Is it possible to use this data to report non-compliance to business leaders? Data intelligence, through metrics, provides reactive policy monitoring such as highlighting the employees who failed to use the online booking tool, spent more than what is deemed "normal" in restaurant expenses, or ignored the lowest airfare.

6.  Determine Consequences for non-compliance:  What will be the consequences for non-compliance?  Are fees imposed for regulatory non-compliance?  For example, if a meeting budget holder does not use the standard contract or addendum, will the issue be escalated?  Are there tiered consequences for repeat offenders? Consequences for non-compliance may include warnings, non-payment of expenses, or termination.  

For example, if an organization wants to:

• Ensure that employees use the preferred travel booking method, then it could communicate these expectations, enforce the travel policy, audit expenses, and impose consequences for non-compliance; and/or
• Limit its spend per day, per person, per meeting, then it could communicate these expectations, enforce the meeting policy, audit meeting spend, impose consequences for non-compliance, and add controls to its meeting management technology to alert meeting planners when the costs exceed a predefined amount.

Codes, Codes, Codes…

Selecting suppliers fairly through the use of request for proposals and evaluation scorecards fulfills some of the Sarbanes-Oxley guidelines.  In the pharmaceutical and medical devices industry, additional requirements are necessary so that the organizations abide by the PhRMA or AdvaMed code or other codes based on country requirements. The Physician Payments Sunshine Act reporting requirements will begin soon.

In the financial and insurance industry, additional requirements may be necessary based on the Dodd-Frank Wall Street Reform report and the Consumer Protection Act.  The report came out and recommended that uniform fiduciary standards are appropriate for the industry but they have not been passed yet. However, organizations are preparing by getting their meeting/event strategy, processes, and technology in order now.

If you and your organization need to create, update or audit your compliance strategy, contact me.   Look for the upcoming BTE November article on compliance, with interviews with key leaders, at Business Travel Executive.  For other BTE articles on Strategic Meetings Management, search for "Scholar" in the site-wide search box.

A BIG THANK YOU to all of the meetings and travel leaders who continue to support me through the T&E blog, LinkedIn groups, client engagements and most important, your friendship.

Thank you for visiting the T&E Plus Blog on expense management, travel management, business meetings, events, incentives, strategic meetings management, entertainment, virtual meetings, tickets, hotels, airlines, ground transportation plus more...

Debi Scholar, GLP, CMM, CMP, SSGB, CTE, CTT

•           Author, Strategic Meetings Management: The Strategy Quick Reference Guide (2011)
•           Meetings Management Mover and Shaker as selected by Corporate and Incentive Travel Magazine (2010)
•           Top 20 Changemaker who influenced the meetings management industry by Corporate Meetings and Incentives (2008)
•           Best Meeting Practitioner as selected by Business Travel News (2007)

*Debi is proud to be a regular contributor to Business Travel Executive Magazine.
*Debi is proud to be one of only seven 2011 Editorial Board members for Hotel Business Review at http://www.hotelexecutive.com/ for Conferences & Meetings.
*Debi created two LinkedIn groups (GBTA SMM and T&E Plus) that now claim over 2,000 worldwide members combined.

Visit me at one of my upcoming speaking engagements; Topics vary per conference

Some sessions include components of SMM Bootcamp© and/or SMM Challenge© 

November 9 – NJBTA and ISM joint meeting
December 1 – EMC Venue’s MEET
January – PCMA
March – Meetings Technology Expo