MailCom 2012 The Basics Of Office Services Management

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If you are new to the job of managing the office services department or have been at it for awhile this is a presentation that is not to be missed.

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MailCom 2012 The Basics Of Office Services Management

  1. 1. MAILCOM 2012 - Washington, DC. - April 15-18 Course #: OS 437 Title: The Basics of Office Services ManagementScheduled For: Wednesday, Round 13, 11:30 – 12:30 pm Presented By: William L. Ware, CMDSM James P. Mullan, CMDSM Nick Staffieri, CMDSM
  2. 2. The Basics Of Office Services ManagementMAILCOM 2012 - Washington, DC. - April 15-18 2
  3. 3. Topics1. People 8. Partnerships2. Education 9. Leadership3. Communication 10. Safety4. Customer Service 11. Best Practices5. Costs 12. Other Areas6.Controls • Proactive vs7.Technology Reactive MAILCOM 2012 - Washington, DC. - April 15-18 3
  4. 4. 1. People• Critical component• Challenges• Performance levels• Skill sets• Diversity• Team building• Cross-train MAILCOM 2012 - Washington, DC. - April 15-18 4
  5. 5. 1. People• respect • morale• trust • involved• recognition • benefits• compliments • test• rewards • fun• incentives• job security MAILCOM 2012 - Washington, DC. - April 15-18 5
  6. 6. 2. Education• Training - staff & customers• Industry knowledge• Functional knowledge• Professionalism• Career opportunities• Quality Performance Standards MAILCOM 2012 - Washington, DC. - April 15-18 6
  7. 7. 2. Education• In-house• Vendors / Service providers• Team work• Group dynamics• Customers MAILCOM 2012 - Washington, DC. - April 15-18 7
  8. 8. 3. Communication• Internal - staff & customers• Teamwork• Newsletter• Email• Web site MAILCOM 2012 - Washington, DC. - April 15-18 8
  9. 9. 4. Customer Service• Critical component• Product• Dissatisfaction• Expectations• Etiquette• Conflict MAILCOM 2012 - Washington, DC. - April 15-18 9
  10. 10. 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. MAILCOM 2012 - Washington, DC. - April 15-18 10
  11. 11. 5. Costs• Increases• Reductions• Savings• Avoidance• Justifications• Partnerships MAILCOM 2012 - Washington, DC. - April 15-18 11
  12. 12. 5. Costs• Cost effective• Cost efficient• True costs - “soft” costs• Budgets - expense & capital• Charge-backs• Waste - time & materials• Discounts MAILCOM 2012 - Washington, DC. - April 15-18 12
  13. 13. 6. Controls• Security• Procedures, directives• Manuals, guides• Reports• Accountable items• Costs• Equipment access MAILCOM 2012 - Washington, DC. - April 15-18 13
  14. 14. 6. Controls• Audits• Quality checks• Flow charting• Information• Suspicious Mail Handling MAILCOM 2012 - Washington, DC. - April 15-18 14
  15. 15. 7. Technology• A “tool”• Automation versus Manual• Applications• Availability• Connectivity• Costs• Justification MAILCOM 2012 - Washington, DC. - April 15-18 15
  16. 16. 7. Technology• Networked• Web site• Equipment• Hardware• Software MAILCOM 2012 - Washington, DC. - April 15-18 16
  17. 17. 8. Partnerships• Key customers – Internal – External• Service providers – Internal – External• Contracts• Dependency MAILCOM 2012 - Washington, DC. - April 15-18 17
  18. 18. 9. Leadership• Management style• Industry knowledge• Process oriented• Priorities• Politics• A will to transform MAILCOM 2012 - Washington, DC. - April 15-18 18
  19. 19. 9. Leadership• Solutions• Direction• Expertise• Competent• Inspiration• Vision MAILCOM 2012 - Washington, DC. - April 15-18 19
  20. 20. 10. Safety• General Office Safety• Ergonomics• Fire Safety• Evacuation Plans• Pandemic Plans• Equipment• Training MAILCOM 2012 - Washington, DC. - April 15-18 20
  21. 21. 11. Best Practices• Management• Mail Services• Shipping• Receiving• Customer Services• Other Areas MAILCOM 2012 - Washington, DC. - April 15-18 21
  22. 22. 12. Other Areas• Reproduction• Records• Messenger• Hospitality• Meeting Setup• Reception• Cleaning• Light Maintenance MAILCOM 2012 - Washington, DC. - April 15-18 22
  23. 23. Be Proactive Not Reactive• Evaluate• Measure• Plan• Anticipate• Alternatives• Contingency• TestMAILCOM 2012 - Washington, DC. - April 15-18 23
  24. 24. The Basics of Office Services Management Questions ? Comments ?MAILCOM 2012 - Washington, DC. - April 15-18 24
  25. 25. The Basics of Office Services Management Thank YouMAILCOM 2012 - Washington, DC. - April 15-18 25
  26. 26. Contact InformationWilliam L. Ware, CMDSM James P. Mullan, CMDSMConsultant / Project Manager National Account ManagerNeotek Consulting Oce Business Services, Inc.106 Union Avenue Chubb & SonPassaic, NJ 07055 15 Mountain View Road973-773-1817 Warren, NJ 07059billware@prismnet.com 908-903-2869 office jmullan@chubb.comNick Staffieri, CMDSMSenior Group Operations ManagerMCS Management Services1601 Market Street, Suite 800Philadelphia, PA 19103215-405-8190 officenick_staffieri@mcsmanagement.com MAILCOM 2012 - Washington, DC. - April 15-18 26

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