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

  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 21. Relate the operation to a restauran t
  22. 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. 23. Achieve More with Less <ul><li>Questions ? </li></ul>William L. Ware & James P. Mullan Comments ?
  24. 24. Achieve More with Less <ul><li>Thank You </li></ul>
  25. 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. 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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