mailcom 2012 the basics of office services management

MAILCOM 2012 - Washington, DC. - April 15-18

Course #: OS 437

Title: The Basics of Office Services Management

Scheduled For: Wednesday, Round 13, 11:30 – 12:30 pm

Presented By: William L. Ware, CMDSM James P. Mullan, CMDSM Nick Staffieri, CMDSM


The BasicsOf

Office ServicesManagement

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Topics

1. People2. Education3. Communication4. Customer Service5. Costs6.Controls7.Technology

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8. Partnerships 9. Leadership10. Safety11. Best Practices12. Other Areas

• Proactive vs Reactive


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

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• morale• involved• benefits• test• fun


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

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3. Communication

• Internal - staff & customers• Teamwork• Newsletter• Email• Web site

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4. Customer Service

• Critical component• Product• Dissatisfaction• Expectations• Etiquette• Conflict

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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• Accountable items• Costs• Equipment access

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6. Controls

• Audits• Quality checks• Flow charting• Information• Suspicious Mail Handling

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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

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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. Safety

• General Office Safety• Ergonomics• Fire Safety• Evacuation Plans• Pandemic Plans• Equipment• Training

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11. Best Practices

• Management• Mail Services• Shipping• Receiving• Customer Services• Other Areas

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12. Other Areas

• Reproduction• Records• Messenger• Hospitality• Meeting Setup• Reception• Cleaning• Light Maintenance

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Be Proactive Not Reactive

• Evaluate• Measure• Plan• Anticipate• Alternatives• Contingency• Test

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The Basics of Office Services Management

Questions ?

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Comments ?


The Basics of Office Services Management

Thank You

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Contact Information

William L. Ware, CMDSMConsultant / Project ManagerNeotek Consulting106 Union AvenuePassaic, NJ [email protected]

Nick Staffieri, CMDSMSenior Group Operations ManagerMCS Management Services1601 Market Street, Suite 800Philadelphia, PA 19103215-405-8190 [email protected]

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James P. Mullan, CMDSMNational Account ManagerOce Business Services, Inc.Chubb & Son15 Mountain View RoadWarren, NJ 07059908-903-2869 [email protected]

mailto:[email protected]

mailto:[email protected]