Mailcom2011 Basics Of Office Services Management
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    Mailcom2011 Basics Of Office Services Management Mailcom2011 Basics Of Office Services Management Presentation Transcript

    • Course #: OS311 Title: The Basics of Office Services Management Scheduled For: Wednesday, Round 11, 4:45 – 5:45 pm Presented By: William L. Ware, CMDSM James P. Mullan, CMDSM, EMCM, MQC, MDC Nick Staffieri Marlene O’Hare, CMDSM Paul Dreifuss, CMDSM
      • The Basics
      • Of
      • Office Services
      • Management
    • Topics
      • 1. People
      • 2. Education
      • 3. Communication
      • 4. Customer Service
      • 5. Costs
      • Controls
      • Technology
      • 8. Partnerships
      • 9. Leadership
      • 10. Safety
      • 11. Best Practices
      • 12. Other Areas
      • Proactive vs Reactive
    • 1. People
      • Critical component
      • Challenges
      • Performance levels
      • Skill sets
      • Diversity
      • Team building
      • Cross-train
    • 1. People
      • respect
      • trust
      • recognition
      • compliments
      • rewards
      • incentives
      • job security
      • morale
      • involved
      • benefits
      • test
      • fun
    • 2. Education
      • Training - staff & customers
      • Industry knowledge
      • Functional knowledge
      • Professionalism
      • Career opportunities
      • Quality Performance Standards
    • 2. Education
      • In-house
      • Vendors / Service providers
      • Team work
      • Group dynamics
      • Customers
    • 3. Communication
      • Internal - staff & customers
      • Teamwork
      • Newsletter
      • Email
      • Web site
    • 4. Customer Service
      • Critical component
      • Product
      • Dissatisfaction
      • Expectations
      • Etiquette
      • Conflict
    • 4. Customer Service
      • 65% of an average firm’s business comes from its current, satisfied customers.
      • 90% of dissatisfied customers will never buy that product or service again AND on average tell 9 other people about their “bad” experience.
      • It costs 5 times as much to acquire a new customer as it costs to service or maintain an existing one.
    • 5. Costs
      • Increases
      • Reductions
      • Savings
      • Avoidance
      • Justifications
      • Partnerships
    • 5. Costs
      • Cost effective
      • Cost efficient
      • True costs - “soft” costs
      • Budgets - expense & capital
      • Charge-backs
      • Waste - time & materials
      • Discounts
    • 6. Controls
      • Security
      • Procedures, directives
      • Manuals, guides
      • Reports
      • Accountable items
      • Costs
      • Equipment access
    • 6. Controls
      • Audits
      • Quality checks
      • Flow charting
      • Information
      • Suspicious Mail Handling
    • 7. Technology
      • A “tool”
      • Automation versus Manual
      • Applications
      • Availability
      • Connectivity
      • Costs
      • Justification
    • 7. Technology
      • Networked
      • Web site
      • Equipment
      • Hardware
      • Software
    • 8. Partnerships
      • Key customers
        • Internal
        • External
      • Service providers
        • Internal
        • External
      • Contracts
      • Dependency
    • 9. Leadership
      • Management style
      • Industry knowledge
      • Process oriented
      • Priorities
      • Politics
      • A will to transform
    • 9. Leadership
      • Solutions
      • Direction
      • Expertise
      • Competent
      • Inspiration
      • Vision
    • 10. Safety
      • General Office Safety
      • Ergonomics
      • Fire Safety
      • Evacuation Plans
      • Pandemic Plans
      • Equipment
      • Training
    • 11. Best Practices
      • Management
      • Mail Services
      • Shipping
      • Receiving
      • Customer Services
      • Other Areas
    • 12. Other Areas
      • Reproduction
      • Records
      • Messenger
      • Hospitality
      • Meeting Setup
      • Reception
      • Cleaning
      • Light Maintenance
    • Be Proactive Not Reactive
      • Evaluate
      • Measure
      • Plan
      • Anticipate
      • Alternatives
      • Contingency
      • Test
    • The Basics of Office Services Management
      • Questions ?
      Comments ?
    • The Basics of Office Services Management
      • Thank You
    • Contact Information
      • William L. Ware , CMDSM
      • Senior Site Manager
      • Oce Business Services, Inc.
      • Time Inc.
      • 1271 Ave. of the Americas, SB-66
      • New York, NY 10020
      • 212-522-9258 office
      • [email_address]
      • Marlene O’Hare , CMDSM
      • Linde North America, Inc.
      • 575 Mountain Avenue
      • Murray Hill, NJ 07974
      • 908-771-1275 office
      • marlene.o’hare@linde.com
      • James P. Mullan , CMDSM
      • National Account Manager
      • Oce Business Services, Inc.
      • Chubb & Son
      • 15 Mountain View Road
      • Warren, NJ 07059
      • 908-903-2869 office
      • [email_address]
      • Nick Staffieri
      • Senior Group Operations Manager
      • MCS Management Services
      • 1601 Market Street, Suite 800
      • Philadelphia, PA 19103
      • 215-405-8190 office
      • [email_address]
    • Contact Information
      • Paul Dreifuss , CMDSM
      • Senior Site Manager
      • Oce Business Services, Inc.
      • Budd Larner
      • 150 JFK Parkway
      • Short Hills, NJ 07078
      • 973-315-4474 office
      • [email_address]