mailcom 2011 basics of office services management

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 officemailroom@timeinc.com

Marlene O’Hare, CMDSMLinde North America, Inc.575 Mountain AvenueMurray Hill, NJ 07974908-771-1275 officemarlene.o’hare@linde.com

James P. Mullan, CMDSMNational Account ManagerOce Business Services, Inc.Chubb & Son15 Mountain View RoadWarren, NJ 07059908-903-2869 officejmullan@chubb.com

Nick StaffieriSenior Group Operations ManagerMCS Management Services1601 Market Street, Suite 800Philadelphia, PA 19103215-405-8190 officenick_staffieri@mcsmanagement.com

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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 officepdreifuss@buddlarner.com

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