Multi-Center Management Kapil Mathur [email_address] 949-481-MATH Mathnasium Convention July 2008
My Centers <ul><li>Open </li></ul><ul><li>Fall 2008 </li></ul><ul><li>Coming Soon </li></ul>San Clemente Ladera Ranch Lagu...
My Customers <ul><li>80% within 2 mile radius </li></ul><ul><li>95% within 5 mile radius  </li></ul><ul><li>10% have a par...
Why Multiple Centers <ul><li>Financial Advantage </li></ul><ul><ul><li>Increased Revenue  </li></ul></ul><ul><ul><li>Incre...
2 Centers = 3x the Work <ul><li>Increased Management Complexity </li></ul><ul><ul><li>Delivering quality service  </li></u...
How I Manage Complexity <ul><li>Standard Operations </li></ul><ul><li>Marketing </li></ul><ul><li>Pricing </li></ul><ul><l...
Marketing <ul><li>Each location on all Brochures and marketing materials  </li></ul><ul><li>Negotiated discounts for multi...
Summer Marketing <ul><li>Non-Overlapping summer sessions  </li></ul><ul><li>Early Marketing for summer </li></ul><ul><ul><...
Programs <ul><li>Segment customer base to find “ideal parent”  </li></ul><ul><li>Preferred customer attributes: </li></ul>...
Pricing <ul><li>Formula </li></ul><ul><ul><li>2(Kumon $110/month) = Grades 2-8 </li></ul></ul><ul><ul><li>⅔ (Sylvan ~$400/...
Center Setup <ul><li>Common Items in Center </li></ul><ul><ul><li>Model of printer (standard toner in stock) </li></ul></u...
Staffing / HR <ul><li>Payroll </li></ul><ul><ul><li>Pre-printed Paper Time sheets & Direct Deposit </li></ul></ul><ul><li>...
Staffing / HR <ul><li>Instructors – Avg. 20 hours per week </li></ul><ul><ul><li>High School/College Student $8-$10/hour <...
Instructor/Student Tracking Sheets
Who's on First <ul><li>Clearly understood responsibilities </li></ul><ul><ul><li>Who answers phones?  Emails? </li></ul></...
How I Manage Complexity <ul><li>Standard Operations </li></ul><ul><li>Marketing </li></ul><ul><li>Pricing </li></ul><ul><l...
Tech Tools <ul><li>Google Apps </li></ul><ul><ul><li>Email for each manager </li></ul></ul><ul><ul><li>Shared Calendars </...
Shared Calendars
Google Docs
Google Sites
Vonage IP Phones
Email Marketing <ul><li>Email communication with leads, current & former students </li></ul><ul><ul><li>Newsletters </li><...
So... how do I manage multiple Centers? <ul><li>Use Standardized Operations </li></ul><ul><ul><li>decreased variability ac...
Discounts and Referrals <ul><li>Vonage </li></ul><ul><ul><li>http://www.vonage.com  Tell them 949-226-7349 sent you to get...
<ul><li>Please give me your comments, suggestions, improvements from all especially those who have more experience managin...
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Multi Center Operations (July 2008)

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Presentation to the 2008 Mathnasium Convention in Pheonix, Arizona.

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  • Openings current number of students current how long do students stay
  • Full time. This is my business venture. Why am i opening as fast as i am? - financial - leverage my business acumen to
  • simuliring
  • Multi Center Operations (July 2008)

    1. 1. Multi-Center Management Kapil Mathur [email_address] 949-481-MATH Mathnasium Convention July 2008
    2. 2. My Centers <ul><li>Open </li></ul><ul><li>Fall 2008 </li></ul><ul><li>Coming Soon </li></ul>San Clemente Ladera Ranch Laguna Niguel Aliso Viejo
    3. 3. My Customers <ul><li>80% within 2 mile radius </li></ul><ul><li>95% within 5 mile radius </li></ul><ul><li>10% have a parent who is a teacher </li></ul><ul><li>Average student stay = 8 months </li></ul><ul><li>Many are with us since grand openings </li></ul><ul><li>Average Revenue = $250/month/student </li></ul><ul><li>40% leads = sales </li></ul>
    4. 4. Why Multiple Centers <ul><li>Financial Advantage </li></ul><ul><ul><li>Increased Revenue </li></ul></ul><ul><ul><li>Increased Profit </li></ul></ul><ul><li>Better Utilize Marketing Dollar </li></ul><ul><ul><li>Regional Media/PR Opportunities </li></ul></ul><ul><ul><li>Inter-territory Referrals </li></ul></ul><ul><ul><li>Marketing that works for our area </li></ul></ul><ul><li>Better Customer Service </li></ul><ul><ul><li>Consistency in service delivery and price </li></ul></ul><ul><ul><li>Increased Flexibility for Parents (hours, locations) </li></ul></ul>
    5. 5. 2 Centers = 3x the Work <ul><li>Increased Management Complexity </li></ul><ul><ul><li>Delivering quality service </li></ul></ul><ul><ul><li>Keeping the neighborhood-feel </li></ul></ul><ul><ul><li>Managing inventory and service levels </li></ul></ul><ul><ul><li>Managing sales and marketing </li></ul></ul><ul><ul><li>Recruiting and keeping a larger staff </li></ul></ul><ul><ul><li>Access to information </li></ul></ul>
    6. 6. How I Manage Complexity <ul><li>Standard Operations </li></ul><ul><li>Marketing </li></ul><ul><li>Pricing </li></ul><ul><li>Center Setup </li></ul><ul><li>Staffing/HR </li></ul><ul><li>“ Who's on first?” </li></ul><ul><li>Technology </li></ul><ul><li>Google Apps </li></ul><ul><li>Vonage </li></ul><ul><li>iContact </li></ul>
    7. 7. Marketing <ul><li>Each location on all Brochures and marketing materials </li></ul><ul><li>Negotiated discounts for multiple zones </li></ul><ul><li>PR via local/regional newspapers/magazines </li></ul><ul><li>Built strong relationship with the school district </li></ul><ul><li>Took ownership of brand for our territories </li></ul><ul><li>Coordinated with adjacent territories for larger regional opportunities </li></ul><ul><li>Placed postcards on Autopilot </li></ul><ul><ul><li>Signed Contract with Cactus Mailing in Jan 2008 for 60,000 postcards. </li></ul></ul>
    8. 8. Summer Marketing <ul><li>Non-Overlapping summer sessions </li></ul><ul><li>Early Marketing for summer </li></ul><ul><ul><li>Banners </li></ul></ul><ul><ul><li>Registration form and info on website </li></ul></ul><ul><ul><li>Emails to leads, current & former students </li></ul></ul><ul><ul><li>Direct Mail Letter to targeted mailing list </li></ul></ul><ul><li>Summer parents willing to drive more – cast a wider marketing net </li></ul><ul><li>Charge more for summer </li></ul>
    9. 9. Programs <ul><li>Segment customer base to find “ideal parent” </li></ul><ul><li>Preferred customer attributes: </li></ul><ul><ul><li>Long term customers </li></ul></ul><ul><ul><li>Realistic expectations </li></ul></ul><ul><ul><li>Will recommend us to others </li></ul></ul><ul><li>“ Weed out” short term & unrealistic parents </li></ul><ul><ul><li>No monthly! Only 6m, 12m and 10-week (Summer) </li></ul></ul><ul><li>Flexible policies on how to pay </li></ul><ul><li>Vacations Holds </li></ul>
    10. 10. Pricing <ul><li>Formula </li></ul><ul><ul><li>2(Kumon $110/month) = Grades 2-8 </li></ul></ul><ul><ul><li>⅔ (Sylvan ~$400/month) = Grades 9-12 </li></ul></ul><ul><li>Current prices </li></ul><ul><ul><li>$225/month Grades 2-8 (6 month price) </li></ul></ul><ul><ul><li>$270/month Grades 9-12 (6 month price) </li></ul></ul><ul><li>Discounts </li></ul><ul><ul><li>12m, sibling, referral and prepay </li></ul></ul><ul><li>Grandfather present customers when increasing prices </li></ul>
    11. 11. Center Setup <ul><li>Common Items in Center </li></ul><ul><ul><li>Model of printer (standard toner in stock) </li></ul></ul><ul><ul><li>Phone system </li></ul></ul><ul><ul><li>Similar Center Layout </li></ul></ul><ul><ul><ul><li>Desks, filing cabinets, binder content, badges </li></ul></ul></ul><ul><ul><li>Color Coded Binders </li></ul></ul><ul><ul><li>Recycle for cost savings </li></ul></ul><ul><li>Results = Staff immediately productive in any Center </li></ul>
    12. 12. Staffing / HR <ul><li>Payroll </li></ul><ul><ul><li>Pre-printed Paper Time sheets & Direct Deposit </li></ul></ul><ul><li>Promotion path </li></ul><ul><ul><li>Instructor -> Lead Instructor -> Director -> Owner </li></ul></ul><ul><li>All training in one Center </li></ul><ul><li>Team environment </li></ul><ul><ul><li>Mature staff with only one “intern” per shift </li></ul></ul><ul><li>Demonstrate, document and promote results </li></ul>
    13. 13. Staffing / HR <ul><li>Instructors – Avg. 20 hours per week </li></ul><ul><ul><li>High School/College Student $8-$10/hour </li></ul></ul><ul><ul><li>College Grad $10-14/hour </li></ul></ul><ul><ul><li>College Grad with experience/credential $15+/hour </li></ul></ul><ul><li>Center Director – Avg. 30 hours per week </li></ul><ul><ul><li>$15-$20/hour </li></ul></ul><ul><ul><li>Enrollment bonus based on TOTAL enrollment (taking retention & sales into consideration </li></ul></ul><ul><ul><li>Benefits: medical, dental, vision </li></ul></ul>
    14. 14. Instructor/Student Tracking Sheets
    15. 15. Who's on First <ul><li>Clearly understood responsibilities </li></ul><ul><ul><li>Who answers phones? Emails? </li></ul></ul><ul><ul><li>Who handles HR? Billing? Accounting? </li></ul></ul><ul><ul><li>Who decides on marketing and advertising? </li></ul></ul><ul><ul><li>Who buys paper and supplies? </li></ul></ul><ul><ul><li>Who tracks and monitor's student performance? </li></ul></ul><ul><li>Delegate when practical & comfortable </li></ul><ul><li>Future Matrix Organization </li></ul>
    16. 16. How I Manage Complexity <ul><li>Standard Operations </li></ul><ul><li>Marketing </li></ul><ul><li>Pricing </li></ul><ul><li>Center Setup </li></ul><ul><li>Staffing/HR </li></ul><ul><li>“ Who's on first?” </li></ul><ul><li>Technology </li></ul><ul><li>Google Apps </li></ul><ul><li>Vonage </li></ul><ul><li>iContact </li></ul>
    17. 17. Tech Tools <ul><li>Google Apps </li></ul><ul><ul><li>Email for each manager </li></ul></ul><ul><ul><li>Shared Calendars </li></ul></ul><ul><ul><li>File Sharing for Lead Tracking, Forms, HR docs </li></ul></ul><ul><li>Vonage (phone) </li></ul><ul><ul><li>Simuliring </li></ul></ul><ul><ul><li>Lower Cost </li></ul></ul><ul><li>iContact (email tracking) </li></ul>
    18. 18. Shared Calendars
    19. 19. Google Docs
    20. 20. Google Sites
    21. 21. Vonage IP Phones
    22. 22. Email Marketing <ul><li>Email communication with leads, current & former students </li></ul><ul><ul><li>Newsletters </li></ul></ul><ul><ul><li>Center openings & closings </li></ul></ul><ul><ul><li>Links to articles </li></ul></ul><ul><li>Compliance with CAN SPAM act with iContact </li></ul>
    23. 23. So... how do I manage multiple Centers? <ul><li>Use Standardized Operations </li></ul><ul><ul><li>decreased variability across Centers </li></ul></ul><ul><li>Use Technology </li></ul><ul><ul><li>help manage Centers from multiple locations </li></ul></ul><ul><li>Create Incentives for Staff </li></ul><ul><ul><li>Benefits, Career path, Bonus </li></ul></ul><ul><li>Make Mathnasium my Full Time Commitment & Career Focus </li></ul>
    24. 24. Discounts and Referrals <ul><li>Vonage </li></ul><ul><ul><li>http://www.vonage.com Tell them 949-226-7349 sent you to get a month for free. </li></ul></ul><ul><li>iContact </li></ul><ul><ul><li>Signup at http://www.icontact.com/a.pl/174536 </li></ul></ul><ul><li>Cactus Mailing </li></ul><ul><ul><li>Michelle Brown at 1-866-443-1442  ext. 232 tell her Kapil sent you and ask for a discount! </li></ul></ul><ul><li>Google Apps </li></ul><ul><ul><li>Free. Go to http://www.google.com/a/ </li></ul></ul>
    25. 25. <ul><li>Please give me your comments, suggestions, improvements from all especially those who have more experience managing multiple centers </li></ul><ul><li>Please contact me if I can be of any assistance </li></ul>

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