Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

MailCom 2011 Basics Of Office Services Management

467 views

Published on

MailCom 2011 Basics Of Office Services Management

Published in: Leadership & Management
  • Be the first to comment

  • Be the first to like this

MailCom 2011 Basics Of Office Services Management

  1. 1. 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
  2. 2. <ul><li>The Basics </li></ul><ul><li>Of </li></ul><ul><li>Office Services </li></ul><ul><li>Management </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>Controls </li></ul><ul><li>Technology </li></ul><ul><li>8. Partnerships </li></ul><ul><li>9. Leadership </li></ul><ul><li>10. Safety </li></ul><ul><li>11. Best Practices </li></ul><ul><li>12. Other Areas </li></ul><ul><li>Proactive vs Reactive </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>
  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>
  9. 9. 4. Customer Service <ul><li>Critical component </li></ul><ul><li>Product </li></ul><ul><li>Dissatisfaction </li></ul><ul><li>Expectations </li></ul><ul><li>Etiquette </li></ul><ul><li>Conflict </li></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>Accountable 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><li>Suspicious Mail Handling </li></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>
  17. 17. 8. Partnerships <ul><li>Key customers </li></ul><ul><ul><li>Internal </li></ul></ul><ul><ul><li>External </li></ul></ul><ul><li>Service providers </li></ul><ul><ul><li>Internal </li></ul></ul><ul><ul><li>External </li></ul></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. Safety <ul><li>General Office Safety </li></ul><ul><li>Ergonomics </li></ul><ul><li>Fire Safety </li></ul><ul><li>Evacuation Plans </li></ul><ul><li>Pandemic Plans </li></ul><ul><li>Equipment </li></ul><ul><li>Training </li></ul>
  21. 21. 11. Best Practices <ul><li>Management </li></ul><ul><li>Mail Services </li></ul><ul><li>Shipping </li></ul><ul><li>Receiving </li></ul><ul><li>Customer Services </li></ul><ul><li>Other Areas </li></ul>
  22. 22. 12. Other Areas <ul><li>Reproduction </li></ul><ul><li>Records </li></ul><ul><li>Messenger </li></ul><ul><li>Hospitality </li></ul><ul><li>Meeting Setup </li></ul><ul><li>Reception </li></ul><ul><li>Cleaning </li></ul><ul><li>Light Maintenance </li></ul>
  23. 23. 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>
  24. 24. The Basics of Office Services Management <ul><li>Questions ? </li></ul>Comments ?
  25. 25. The Basics of Office Services Management <ul><li>Thank You </li></ul>
  26. 26. 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>Time Inc. </li></ul><ul><li>1271 Ave. of the Americas, SB-66 </li></ul><ul><li>New York, NY 10020 </li></ul><ul><li>212-522-9258 office </li></ul><ul><li>[email_address] </li></ul><ul><li>Marlene O’Hare , CMDSM </li></ul><ul><li>Linde North America, Inc. </li></ul><ul><li>575 Mountain Avenue </li></ul><ul><li>Murray Hill, NJ 07974 </li></ul><ul><li>908-771-1275 office </li></ul><ul><li>marlene.o’hare@linde.com </li></ul><ul><li>James P. Mullan , CMDSM </li></ul><ul><li>National Account 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 07059 </li></ul><ul><li>908-903-2869 office </li></ul><ul><li>[email_address] </li></ul><ul><li>Nick Staffieri </li></ul><ul><li>Senior Group Operations Manager </li></ul><ul><li>MCS Management Services </li></ul><ul><li>1601 Market Street, Suite 800 </li></ul><ul><li>Philadelphia, PA 19103 </li></ul><ul><li>215-405-8190 office </li></ul><ul><li>[email_address] </li></ul>
  27. 27. Contact Information <ul><li>Paul Dreifuss , CMDSM </li></ul><ul><li>Senior Site Manager </li></ul><ul><li>Oce Business Services, Inc. </li></ul><ul><li>Budd Larner </li></ul><ul><li>150 JFK Parkway </li></ul><ul><li>Short Hills, NJ 07078 </li></ul><ul><li>973-315-4474 office </li></ul><ul><li>[email_address] </li></ul>

×