OPERATIONS 102: What Needs to be in Place to Grow to the Next Level Laurie Beppel 2007

OPERATIONS 102: Ask Yourself: “Do I want to grow my business?” Laurie Beppel 2007

OPERATIONS 102: How? Network with your Peers Additional training PayChoice functionality Staffing Controls in place Marketing Sales What “NOT” to do Laurie Beppel 2007

OPERATIONS 102: Networking with your Peers: Smaller, Newer, Larger, Older Businesses Join payroll organizations: IPPA, APA, User Groups Network with others outside of your immediate market Monitor competition Follow legislation Share your experiences Listen to others experiences, missteps, ideas Monitor technology Learn techniques for increasing sales, marketing, pricing Attend PAI Conferences Laurie Beppel 2007

OPERATIONS 102: Training: Financial Controls: Software Training: A/P Financial tracking/reporting Software Training: PayChoice training Online Employer Products Training from Vendors (Microsoft, Printers, etc) Owners/Employees: Payroll and Tax Filing (APA Pay Train) PayChoice Basic Training PayChoice Advanced Webex training sessions Selling Techniques/Skills Customer Service Skills Clerical Support: Laurie Beppel 2007

OPERATIONS 102: PayChoice: Are you using PayChoice to your advantage? Batch payroll processing Set up payrolls to run after release to another machine Auto Pay Set up clients who have standard salaries, hours Create payment transactions for all EEs Release and run as Batch Phone in and fax in payrolls drain resources-automate as much as possible: PCOL, VCOL Print payrolls as they process Laurie Beppel 2007

OPERATIONS 102: PayChoice Continued: Load new payrolls ONE time YTDs, balances, etc Set deadlines for your Clients Payroll In QTD, YTD: adjustments, etc ACH Process in place Procedures in place for your employees and communicated Taxes In House or outsourced or not at all Adding services affects the Bottom Line Time Employees Supplies Revenue! Laurie Beppel 2007

OPERATIONS 102: Staffing A: 200-300 Clients, most employees do all tasks except sales 300+ Clients key areas are assigned to personnel and evolve into specialization Sales Payroll Specialist (Data Input and CS) Hardware/Software Technology New Client Set up Operations Supervision Tax Control Funds Transfer and Impounding Facilities, Supplies, Phones, etc Owner/Manager Laurie Beppel 2007

OPERATIONS 102: Staffing B: Training Production Levels APA, PayChoice Basic and advanced sessions User Conferences Cross training of employees Production Levels Based on methods of operation Full time vs part time employees Types of payroll input Any ‘special handling’ General Rule of Thumb: 100-150 payrolls processed per day per full time employee; with certain assumptions Laurie Beppel 2007

OPERATIONS 102: Controls Necessary: Employee: OT approvals Employee job descriptions Employee payroll policy in place Employee HR policy in place Laurie Beppel 2007

OPERATIONS 102: Controls Necessary Continued: Business- Monthly financial reports including income and expense tracking Recon of Client funds held in-trust daily Logs of reruns, undos and adjustment payrolls Weekly billing recon and monthly billing review OT approvals Customer Service Surveys Client attrition tracking and analysis; monthly Standardization of new client install procedures Standardization of pricing and service profile All procedures and Policies in place, communicated to all employees Reruns QE, YE Laurie Beppel 2007

OPERATIONS 102: Marketing: Current Clients: Remind them that you are there: Control your business Customer care Quality of our service Client referrals Market additional products and services to current base Keep Sales in the loop Informational bulletins with payrolls EACH pay cycle Different colored paper each time One page Use bullet points Wrap it around the checks so they see them Topics: Office hours New product or product of the month EOQ, EOY, regulation changes Laurie Beppel 2007

OPERATIONS 102: Marketing continued: Website Mailers, newsletters, payroll stuffers, etc “Drip” system Ads Referral partners etc Laurie Beppel 2007

OPERATIONS 102: SALES: Sales rep/reps in place Type of compensation Sales Goals in place Properly trained on all services offered “Sales Only” New business Laurie Beppel 2007

OPERATIONS 102: What NOT to do: Don’t Assume: You can grow to the next level using the same method of operations as you have done so far. You can grow to the next level without a sales force, sales and business goals and a sales plan. That all sales reps can service all clients. You can continue to perform all special handling requests that you have done to this point. The Owner/Manager can continue to be all and do all and be involved in all…… Laurie Beppel 2007

OPERATIONS 101: CONCLUSION: “Do I want to grow my business?” OPERATIONS 103: Four Types of Clients and How to Tailor Your Service Laurie Beppel 2007