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MAILCOM 2011- Washington, DC - February 28 - March 3
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
MAILCOM 2011 - Washington, DC - February 28 - March 3
The BasicsOf
Office ServicesManagement
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MAILCOM 2011 - Washington, DC - February 28 - March 3
Topics
1. People2. Education3. Communication4. Customer Service5. Costs6.Controls7.Technology
8. Partnerships9. Leadership10. Safety11. Best Practices12. Other Areas
• Proactive vs Reactive
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MAILCOM 2011 - Washington, DC - February 28 - March 3
1. People
• Critical component• Challenges• Performance levels• Skill sets• Diversity• Team building• Cross-train
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MAILCOM 2011 - Washington, DC - February 28 - March 3
1. People
• respect• trust• recognition• compliments• rewards• incentives• job security
• morale• involved• benefits• test• fun
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MAILCOM 2011 - Washington, DC - February 28 - March 3
2. Education
• Training - staff & customers• Industry knowledge• Functional knowledge• Professionalism• Career opportunities• Quality Performance Standards
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MAILCOM 2011 - Washington, DC - February 28 - March 3
2. Education
• In-house• Vendors / Service providers• Team work• Group dynamics• Customers
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MAILCOM 2011 - Washington, DC - February 28 - March 3
3. Communication
• Internal - staff & customers• Teamwork• Newsletter• Email• Web site
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MAILCOM 2011 - Washington, DC - February 28 - March 3
4. Customer Service
• Critical component• Product• Dissatisfaction• Expectations• Etiquette• Conflict
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MAILCOM 2011 - Washington, DC - February 28 - March 3
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.
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MAILCOM 2011 - Washington, DC - February 28 - March 3
5. Costs
• Increases• Reductions• Savings• Avoidance• Justifications• Partnerships
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MAILCOM 2011 - Washington, DC - February 28 - March 3
5. Costs
• Cost effective• Cost efficient• True costs - “soft” costs• Budgets - expense & capital• Charge-backs• Waste - time & materials• Discounts
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MAILCOM 2011 - Washington, DC - February 28 - March 3
6. Controls
• Security• Procedures, directives• Manuals, guides• Reports• Accountable items• Costs• Equipment access
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MAILCOM 2011 - Washington, DC - February 28 - March 3
6. Controls
• Audits• Quality checks• Flow charting• Information• Suspicious Mail Handling
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MAILCOM 2011 - Washington, DC - February 28 - March 3
7. Technology
• A “tool”• Automation versus Manual• Applications• Availability• Connectivity• Costs• Justification
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MAILCOM 2011 - Washington, DC - February 28 - March 3
7. Technology
• Networked• Web site• Equipment• Hardware• Software
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MAILCOM 2011 - Washington, DC - February 28 - March 3
8. Partnerships
• Key customers – Internal– External
• Service providers– Internal– External
• Contracts• Dependency
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MAILCOM 2011 - Washington, DC - February 28 - March 3
9. Leadership
• Management style• Industry knowledge• Process oriented• Priorities• Politics• A will to transform
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MAILCOM 2011 - Washington, DC - February 28 - March 3
9. Leadership
• Solutions• Direction• Expertise• Competent• Inspiration• Vision
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MAILCOM 2011 - Washington, DC - February 28 - March 3
10. Safety
• General Office Safety• Ergonomics• Fire Safety• Evacuation Plans• Pandemic Plans• Equipment• Training
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MAILCOM 2011 - Washington, DC - February 28 - March 3
11. Best Practices
• Management• Mail Services• Shipping• Receiving• Customer Services• Other Areas
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MAILCOM 2011 - Washington, DC - February 28 - March 3
12. Other Areas
• Reproduction• Records• Messenger• Hospitality• Meeting Setup• Reception• Cleaning• Light Maintenance
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MAILCOM 2011 - Washington, DC - February 28 - March 3
Be Proactive Not Reactive
• Evaluate• Measure• Plan• Anticipate• Alternatives• Contingency• Test
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MAILCOM 2011 - Washington, DC - February 28 - March 3
The Basics of Office Services Management
Questions ?
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Comments ?
MAILCOM 2011 - Washington, DC - February 28 - March 3
The Basics of Office Services Management
Thank You
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MAILCOM 2011 - Washington, DC - February 28 - March 3
Contact Information
William L. Ware, CMDSMSenior Site ManagerOce Business Services, Inc.Time Inc.1271 Ave. of the Americas, SB-66New York, NY 10020212-522-9258 [email protected]
Marlene O’Hare, CMDSMLinde North America, Inc.575 Mountain AvenueMurray Hill, NJ 07974908-771-1275 officemarlene.o’[email protected]
James P. Mullan, CMDSMNational Account ManagerOce Business Services, Inc.Chubb & Son15 Mountain View RoadWarren, NJ 07059908-903-2869 [email protected]
Nick StaffieriSenior Group Operations ManagerMCS Management Services1601 Market Street, Suite 800Philadelphia, PA 19103215-405-8190 [email protected]
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MAILCOM 2011 - Washington, DC - February 28 - March 3
Contact Information
Paul Dreifuss, CMDSMSenior Site ManagerOce Business Services, Inc.Budd Larner150 JFK ParkwayShort Hills, NJ 07078973-315-4474 [email protected]
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