mailcom 2009 cc110 achieve more with less 03 10 09

MAILCOM 2009 – April 5-8, 2009 – Atlantic City, NJ

Course #: CC110

Title: Achieve More with Less

Scheduled For: Monday, Round One, 1:00-2:00 pm

Presented By: William L. Ware, CMDSM Oce Business Services

James P. Mullan, CMDSM, EMCM, MQC Oce Business Services


.

ACHIEVE MORE WITH LESS

William L. Ware

&

James P. Mullan

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Topics

1. People

2. Education

3. Communication

4. Customer Service

5. Costs

6. Controls

7. Technology

8. Partnerships

9. Leadership

10. Proactive vs Reactive

• Marketing

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1. People

• Critical component

• Challenges

• Performance levels

• Skill sets

• Diversity

• Team building

• Cross-train

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1. People

• respect• trust• recognition• compliments• rewards• incentives• job security

• morale• involved• benefits• test• fun

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2. Education

• Training - staff & customers

• Industry knowledge

• Functional knowledge

• Professionalism

• Career opportunities

• Quality Performance Standards

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2. Education

• In-house

• Vendors / Service providers

• Team work

• Group dynamics

• Customers-- users guide -- educational events

-- home page -- focused issues

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3. Communication

• Internal - staff & customers

• Teamwork

• Newsletter

• Email

• Web site-- home page -- services

-- guides -- links

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4. Customer Service

• CRM - Customer Relationship Management

• Critical component

• Product

• Dissatisfaction

• Expectations-- quality -- solutions

-- consistency -- accurate information

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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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5. Costs

• Increases

• Reductions

• Savings

• Avoidance

• Justifications

• Partnerships

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5. Costs

• Cost effective

• Cost efficient

• True costs - “soft” costs

• Budgets - expense & capital

• Charge-backs

• Waste - time & materials

• Discounts

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6. Controls

• Security

• Procedures, directives

• Manuals, guides

• Reports

• Receipted items

• Costs

• Equipment access

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6. Controls

• Audits

• Quality checks

• Flow charting

• Information-- databases -- lists

-- files -- records

-- accounts -- logs

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7. Technology

• A “tool”

• Automation versus Manual

• Applications

• Availability

• Connectivity

• Costs

• Justification

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7. Technology

• Networked

• Web site

• Equipment

• Hardware

• Software-- standard

-- customized

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8. Partnerships

• Key customers - internal & external

• Service providers - internal & external

• Contracts

• Dependency

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9. Leadership

• Management style

• Industry knowledge

• Process oriented

• Priorities

• Politics

• A will to transform

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9. Leadership

• Solutions

• Direction

• Expertise

• Competent

• Inspiration

• Vision

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10. Be Proactive Not Reactive

• Evaluate

• Measure

• Plan

• Anticipate

• Alternatives

• Contingency

• Test

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Relate the operation to a restaurant

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Marketing

• The right product at the right price at the right time to the right customer with the right promotion to the right market.

• Who = customer• What = product• When = time• Where = market• How = promotion and price

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Achieve More with Less

Questions ?

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William L. Ware & James P. Mullan

Comments ?


Achieve More with Less

Thank You

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Contact Information

William L. Ware, CMDSM

Senior Site Manager

Oce Business Services, Inc.

AllianceBernstein, LLC

1345 Avenue of the Americas, 9th flr

New York, NY 10105

212-969-6951 office

E-mail – [email protected]

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Contact Information

James P. Mullan, CMDSM, EMCM, MQC

National Operations Manager

Oce Business Services, Inc.

Chubb & Son

15 Mountain View Road

Warren, NJ 07095

908-903-2869 office

908-903-2027 fax

908-222-6488 cell

E-mail – [email protected]

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