Top 10 Tips for Sucessful Operations Slides
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Transcript of Top 10 Tips for Sucessful Operations Slides
Top 10 Tips for Successful Operations
Holly Klotz
Operations Manager
Schoolcraft College
(734) 462-4514
Evaluations and CEU Quizzes
Please evaluate this session.
Two ways: 1) our evaluation
sheets in the room; or 2) on
the app
Open the app
Click schedule
Click on the name of this session
Scroll to the bottom
Click on feedback*
To receive CEUs for this
session
Open the app
Click schedule
Click on the name of the session
Scroll to the bottom
Click on CEU quiz* Just take the 5 question quiz and get 4 out of 5 questions correct. You may take the quiz more than once.
*If you have no cell phone or internet connections, room monitors have printed CEU quizzes and evaluation forms, but
using the app is encouraged.
LERN Ideal Staffing Structure
Operations Professional
Programming Professional
Sales Professional
CEO/Director
Instructors
Sales Staff
Operations Staff
Front Line Staff
Information Specialist
Marketing Professional
Programming Staff
Restaurant Example: Waitress/Server (Operations), Chefs (Programmers), Menu/Promotions (Marketing)
Centralize Operations
Routine day-to-day tasks
Centralization of organization requirements, such as reporting, logistics, etc.
Hub for data – numbers/info to effect change
External and internal customer-focused
Creation and management of processes and procedures
Focused on pulling
Centralize Operations
Centralize Operations (right people, right seats)
Operations Manager job description
Difficult and/or sensitive customer service issues, planning/development, training, liaison, emergency management, communications, etc.
Front Desk Staff job description
Customer service, registration help, refunds, payroll, evaluations, textbooks, supplies, etc.
Student Employees job description
Welcome desk, phone support, daily errands, data entry, filing, research, etc.
4 Goals of Successful Operations Team
Allow revenue generators to generate revenue
Provide simplicity, consistency, efficiency
Make information easily accessible to everyone
Promote the organization’s brand
Proper Training
Cross-training
Documenting processes
Functional tasks
Understanding the “big picture”
General Manual vs. Job-Specific
Show don’t tell
Proper Training
Training of new Operations staff (use job manual as guide):
Office Tour/Introductions
Phone/Computer/Email Usage (templates/scripts)
Campus Contacts & Campus Tour
Class Schedules, FAQs, Specialty Programs
Registration and Refund Procedures
Frequently Accessed Websites
Shared Drive/Info and Forms
Wash, Rinse, Repeat
Proper Training
Job Manuals – how to develop:
Focus on processes – primary purpose is to allow others to step in if/when needed.
Create list of job responsibilities
Create flowchart of who, what, when
Attach more detailed description of “how to”
Job Manuals updated on as-needed basis, also presented during annual performance evaluation
Communication
Staff Hiring/Expectations/Training
Performance Evaluation/Recognition
Instructor/Customer/Staff Appreciation
Agendas/Meetings:
Set time limit and stick to it
Announce goal(s) up front
How was it left, Get it in writing (Action Items)
How to say “no” – focus on fairness/benefits
How to ask – “walk me through your process”
Communication
Shared Drive for entire office staff:
Forms/Templates/Instructions/Databases
Schedule Documents/Timelines
Rolodex (instructor/staff info)
Strategic Planning/Meeting Agendas
Special Projects
Job Manuals/Flowcharts
Instructor Handbook
Marketing Pieces
Communication
Sample Operations Meeting Agenda:
General Announcements
Staff Schedules & Front Desk Coverage
Current Enrollment Report/Status
Unique Registration Issues
Process/Procedure Changes
Upcoming Events
Accolades & Humor
Templates/Scripts – easy & consistent
Response Time (Sunset Rule), even if no answer
Service Recovery Efforts/Timeline
Solicit/Welcome Feedback – Focus Groups
Weekly Enrollment Reports
Daily/Weekly Class Changes/Cancellations/Adds
Annual Report – focus on data
Road Show
Communication
Use Data/Technology
Online Registration – win-win
Websites/FAQs
All-staff creation & review of brochure
Stopping calls – Confirmation, reminders, directions, transcripts
Use Data/Technology
Registration, programming, marketing, sales
Testimonials
Complaint Report
Class Evaluations
Surveys
Email addresses - Benchmark
Use Data/Technology
Enrollment Status Report - weekly
Use Data/Technology
Activities to offer
Cut the dogs
Budgeting
Pricing
Cancellation of courses/events
Best customers/clients
Use Data/Technology
Promotions and marketing
Class length
Course/event format
Location
Brochure and web copy
And ANY OTHER programmatic or marketing decisions!
Use Data/Technology Annual Report (Quality Data)
Empower Instructors
Instructor Handbook (Orientation)
Empower Instructors
Class Proposal Form
Class Syllabus Template
Student Evaluations/Reports
Online access to rosters/grading
Copy Center
Preparation
Upcoming classes, next catalog, reports
Textbooks and supplies as early as possible
Room conflict report
Instructor packets
Preparation
Review accounts receivable
Work orders – need online system
Testing scenarios/students
Year-round job postings
Wish lists for equipment, software, class supplies, etc.
Staff Recognition
Paid time, flex time, training, gift cards, flowers+
Individuals and Operations Team
Recognizing non-Operations Team – anyone serving our customers
Staff Recognition
Appreciation Coupons – Free, Easy, Fun!
Good for one free early departure (30 min.)
Good for one pass on calling students
on a class roster (re: class changes, etc.)
Staff Recognition
Appreciation Coupons – Free, Easy, Fun!
Good for one free pass on errands
(excludes emergency errands)
Good for one pass on answering phone
Be the Answer
One phone number (w/detailed message)
One email address (w/auto response)
Live/Personal Help – phone or online
Information Specialist
Be the Answer
Have info ready (for instructors and students)
Email/Letter templates
Standard responses (for consistency)
Standard holiday/closure messages
Talking points for new programs
Forms (online, easily accessible)
Information (online, easily accessible)
Be the Answer
Fast and reliable answers
Stair-step selling
Dependability, Credibility
The last stop – no more transferring
Keep revenue generators out of day-to-day
Set Goals/Timelines
One new direction/initiative per year
CAM: Clear, Achievable, Measurable
Written benchmarks with due dates
Promotion Strategies
Schedule Production Timelines
Staff Responsibilities/Accountability
Make It Fun
Operations is stressful
Control what you can control
Celebrate successes
Be a change agent
Work can be enjoyed
Make It Fun
Practical jokes
Phone Call Bingo
“Friendly” office competitions
Office Lottery
Holiday messages/photos
Birthday celebrations
Make It Fun
Stress relievers (visit www.trainerswarehouse.com)
Humor, humor and more humor! (visit www.despair.com)
APPLE Principle
Anticipate. Know what is coming up months ahead of time and ask for help from others. Make sure calendars are updated.
Prepare. Create packets, email drafts/templates, textbook bundles, supplies, and test processes to make sure they are working properly.
Prevent. Not all situations can be avoided, but if/when they do occur, make immediate process changes to prevent similar situations in the future.
Learn. Learn from your mistakes. Research why something happened, retrain staff if needed, and be prepared for next time.
Excel. Let things go and move forward. The world will not end because of one mistake. Challenges make life interesting. Overcoming them makes life meaningful. – Ralph Waldo Emerson
Evaluations and CEU Quizzes
Please evaluate this session.
Two ways: 1) our evaluation
sheets in the room; or 2) on
the app
Open the app
Click schedule
Click on the name of this session
Scroll to the bottom
Click on feedback*
To receive CEUs for this
session
Open the app
Click schedule
Click on the name of the session
Scroll to the bottom
Click on CEU quiz* Just take the 5 question quiz and get 4 out of 5 questions correct. You may take the quiz more than once.
*If you have no cell phone or internet connections, room monitors have printed CEU quizzes and evaluation forms, but
using the app is encouraged.
THANK YOU!
Holly Klotz
Operations Manager
Schoolcraft College
(734) 462-4514