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.

1. 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

2. The Basics
Of
Office Services
Management
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3. Topics
1. People 8. Partnerships
2. Education 9. Leadership
3. Communication 10. Safety
4. Customer Service 11. Best Practices
5. Costs 12. Other Areas
6.Controls • Proactive vs
7.Technology Reactive
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4. 1. People
• Critical component
• Challenges
• Performance levels
• Skill sets
• Diversity
• Team building
• Cross-train
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5. 1. People
• respect • morale
• trust • involved
• recognition • benefits
• compliments • test
• rewards • fun
• incentives
• job security
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6. 2. Education
• Training - staff & customers
• Industry knowledge
• Functional knowledge
• Professionalism
• Career opportunities
• Quality Performance Standards
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7. 2. Education
• In-house
• Vendors / Service providers
• Team work
• Group dynamics
• Customers
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8. 3. Communication
• Internal - staff & customers
• Teamwork
• Newsletter
• Email
• Web site
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9. 4. Customer Service
• Critical component
• Product
• Dissatisfaction
• Expectations
• Etiquette
• Conflict
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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.
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11. 5. Costs
• Increases
• Reductions
• Savings
• Avoidance
• Justifications
• Partnerships
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12. 5. Costs
• Cost effective
• Cost efficient
• True costs - “soft” costs
• Budgets - expense & capital
• Charge-backs
• Waste - time & materials
• Discounts
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13. 6. Controls
• Security
• Procedures, directives
• Manuals, guides
• Reports
• Accountable items
• Costs
• Equipment access
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14. 6. Controls
• Audits
• Quality checks
• Flow charting
• Information
• Suspicious Mail Handling
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15. 7. Technology
• A “tool”
• Automation versus Manual
• Applications
• Availability
• Connectivity
• Costs
• Justification
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16. 7. Technology
• Networked
• Web site
• Equipment
• Hardware
• Software
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17. 8. Partnerships
• Key customers
– Internal
– External
• Service providers
– Internal
– External
• Contracts
• Dependency
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18. 9. Leadership
• Management style
• Industry knowledge
• Process oriented
• Priorities
• Politics
• A will to transform
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19. 9. Leadership
• Solutions
• Direction
• Expertise
• Competent
• Inspiration
• Vision
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20. 10. Safety
• General Office Safety
• Ergonomics
• Fire Safety
• Evacuation Plans
• Pandemic Plans
• Equipment
• Training
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21. 11. Best Practices
• Management
• Mail Services
• Shipping
• Receiving
• Customer Services
• Other Areas
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22. 12. Other Areas
• Reproduction
• Records
• Messenger
• Hospitality
• Meeting Setup
• Reception
• Cleaning
• Light Maintenance
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23. Be Proactive Not Reactive
• Evaluate
• Measure
• Plan
• Anticipate
• Alternatives
• Contingency
• Test
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24. The Basics of Office
Services Management
Questions ?
Comments ?
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25. The Basics of Office
Services Management
Thank You
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26. Contact Information
William L. Ware, CMDSM James P. Mullan, CMDSM
Consultant / Project Manager National Account Manager
Neotek Consulting Oce Business Services, Inc.
106 Union Avenue Chubb & Son
Passaic, NJ 07055 15 Mountain View Road
973-773-1817 Warren, NJ 07059
billware@prismnet.com 908-903-2869 office
jmullan@chubb.com
Nick Staffieri, CMDSM
Senior Group Operations Manager
MCS Management Services
1601 Market Street, Suite 800
Philadelphia, PA 19103
215-405-8190 office
nick_staffieri@mcsmanagement.com
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