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MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
MailCom 2009 Achieve More With Less
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MailCom 2009 Achieve More With Less

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MailCom 2009 Achieve More With Less

MailCom 2009 Achieve More With Less

Published in: Services, Business, Technology
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  • 1. Course #: CC110 Title: Achieve More with Less Scheduled For: Monday, Round One, 1:00-2:00 pm Presented By: William L. Ware, CMDSM Oce Business Services James P. Mullan, CMDSM, EMCM, MQC Oce Business Services
  • 2. . <ul><li>ACHIEVE MORE WITH LESS </li></ul><ul><li>William L. Ware </li></ul><ul><li>& </li></ul><ul><li>James P. Mullan </li></ul>
  • 3. Topics <ul><li>1. People </li></ul><ul><li>2. Education </li></ul><ul><li>3. Communication </li></ul><ul><li>4. Customer Service </li></ul><ul><li>5. Costs </li></ul><ul><li>6. Controls </li></ul><ul><li>7. Technology </li></ul><ul><li>8. Partnerships </li></ul><ul><li>9. Leadership </li></ul><ul><li>10. Proactive vs Reactive </li></ul><ul><li>Marketing </li></ul>
  • 4. 1. People <ul><li>Critical component </li></ul><ul><li>Challenges </li></ul><ul><li>Performance levels </li></ul><ul><li>Skill sets </li></ul><ul><li>Diversity </li></ul><ul><li>Team building </li></ul><ul><li>Cross-train </li></ul>
  • 5. 1. People <ul><li>respect </li></ul><ul><li>trust </li></ul><ul><li>recognition </li></ul><ul><li>compliments </li></ul><ul><li>rewards </li></ul><ul><li>incentives </li></ul><ul><li>job security </li></ul><ul><li>morale </li></ul><ul><li>involved </li></ul><ul><li>benefits </li></ul><ul><li>test </li></ul><ul><li>fun </li></ul>
  • 6. 2. Education <ul><li>Training - staff & customers </li></ul><ul><li>Industry knowledge </li></ul><ul><li>Functional knowledge </li></ul><ul><li>Professionalism </li></ul><ul><li>Career opportunities </li></ul><ul><li>Quality Performance Standards </li></ul>
  • 7. 2. Education <ul><li>In-house </li></ul><ul><li>Vendors / Service providers </li></ul><ul><li>Team work </li></ul><ul><li>Group dynamics </li></ul><ul><li>Customers </li></ul><ul><ul><li>-- users guide -- educational events </li></ul></ul><ul><ul><li>-- home page -- focused issues </li></ul></ul>
  • 8. 3. Communication <ul><li>Internal - staff & customers </li></ul><ul><li>Teamwork </li></ul><ul><li>Newsletter </li></ul><ul><li>Email </li></ul><ul><li>Web site </li></ul><ul><ul><li>-- home page -- services </li></ul></ul><ul><ul><li>-- guides -- links </li></ul></ul>
  • 9. 4. Customer Service <ul><li>CRM - Customer Relationship Management </li></ul><ul><li>Critical component </li></ul><ul><li>Product </li></ul><ul><li>Dissatisfaction </li></ul><ul><li>Expectations </li></ul><ul><ul><li>-- quality -- solutions </li></ul></ul><ul><ul><li>-- consistency -- accurate information </li></ul></ul>
  • 10. 4. Customer Service <ul><li>65% of an average firm’s business comes from its current, satisfied customers. </li></ul><ul><li>90% of dissatisfied customers will never buy that product or service again AND on average tell 9 other people about their “bad” experience. </li></ul><ul><li>It costs 5 times as much to acquire a new customer as it costs to service or maintain an existing one. </li></ul>
  • 11. 5. Costs <ul><li>Increases </li></ul><ul><li>Reductions </li></ul><ul><li>Savings </li></ul><ul><li>Avoidance </li></ul><ul><li>Justifications </li></ul><ul><li>Partnerships </li></ul>
  • 12. 5. Costs <ul><li>Cost effective </li></ul><ul><li>Cost efficient </li></ul><ul><li>True costs - “soft” costs </li></ul><ul><li>Budgets - expense & capital </li></ul><ul><li>Charge-backs </li></ul><ul><li>Waste - time & materials </li></ul><ul><li>Discounts </li></ul>
  • 13. 6. Controls <ul><li>Security </li></ul><ul><li>Procedures, directives </li></ul><ul><li>Manuals, guides </li></ul><ul><li>Reports </li></ul><ul><li>Receipted items </li></ul><ul><li>Costs </li></ul><ul><li>Equipment access </li></ul>
  • 14. 6. Controls <ul><li>Audits </li></ul><ul><li>Quality checks </li></ul><ul><li>Flow charting </li></ul><ul><li>Information </li></ul><ul><ul><li>-- databases -- lists </li></ul></ul><ul><ul><li>-- files -- records </li></ul></ul><ul><ul><li>-- accounts -- logs </li></ul></ul>
  • 15. 7. Technology <ul><li>A “tool” </li></ul><ul><li>Automation versus Manual </li></ul><ul><li>Applications </li></ul><ul><li>Availability </li></ul><ul><li>Connectivity </li></ul><ul><li>Costs </li></ul><ul><li>Justification </li></ul>
  • 16. 7. Technology <ul><li>Networked </li></ul><ul><li>Web site </li></ul><ul><li>Equipment </li></ul><ul><li>Hardware </li></ul><ul><li>Software </li></ul><ul><ul><li>-- standard </li></ul></ul><ul><ul><li>-- customized </li></ul></ul>
  • 17. 8. Partnerships <ul><li>Key customers - internal & external </li></ul><ul><li>Service providers - internal & external </li></ul><ul><li>Contracts </li></ul><ul><li>Dependency </li></ul>
  • 18. 9. Leadership <ul><li>Management style </li></ul><ul><li>Industry knowledge </li></ul><ul><li>Process oriented </li></ul><ul><li>Priorities </li></ul><ul><li>Politics </li></ul><ul><li>A will to transform </li></ul>
  • 19. 9. Leadership <ul><li>Solutions </li></ul><ul><li>Direction </li></ul><ul><li>Expertise </li></ul><ul><li>Competent </li></ul><ul><li>Inspiration </li></ul><ul><li>Vision </li></ul>
  • 20. 10. Be Proactive Not Reactive <ul><li>Evaluate </li></ul><ul><li>Measure </li></ul><ul><li>Plan </li></ul><ul><li>Anticipate </li></ul><ul><li>Alternatives </li></ul><ul><li>Contingency </li></ul><ul><li>Test </li></ul>
  • 21. Relate the operation to a restauran t
  • 22. Marketing <ul><li>The right product at the right price at the right time to the right customer with the right promotion to the right market. </li></ul><ul><li>Who = customer </li></ul><ul><li>What = product </li></ul><ul><li>When = time </li></ul><ul><li>Where = market </li></ul><ul><li>How = promotion and price </li></ul>
  • 23. Achieve More with Less <ul><li>Questions ? </li></ul>William L. Ware & James P. Mullan Comments ?
  • 24. Achieve More with Less <ul><li>Thank You </li></ul>
  • 25. Contact Information <ul><li>William L. Ware, CMDSM </li></ul><ul><li>Senior Site Manager </li></ul><ul><li>Oce Business Services, Inc. </li></ul><ul><li>AllianceBernstein, LLC </li></ul><ul><li>1345 Avenue of the Americas, 9 th flr </li></ul><ul><li>New York, NY 10105 </li></ul><ul><li>212-969-6951 office </li></ul><ul><li>E-mail – [email_address] </li></ul><ul><li> </li></ul>
  • 26. Contact Information <ul><li>James P. Mullan, CMDSM, EMCM, MQC </li></ul><ul><li>National Operations Manager </li></ul><ul><li>Oce Business Services, Inc. </li></ul><ul><li>Chubb & Son </li></ul><ul><li>15 Mountain View Road </li></ul><ul><li>Warren, NJ 07095 </li></ul><ul><li>908-903-2869 office </li></ul><ul><li>908-903-2027 fax </li></ul><ul><li>908-222-6488 cell </li></ul><ul><li>E-mail – JMullam@Chubb.com </li></ul><ul><li> </li></ul>

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