OPERATIONS 101 Laurie Beppel 2007.

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Presentation transcript:

OPERATIONS 101 Laurie Beppel 2007

OPERATIONS 101: SUCCESSFUL SERVICE BUREAUS Business Focus Sales and Marketing Skills Leadership Hire Good People and Keep Them Payroll Expertise Technical Skills Accounting Systems Skills Customer Service Skills A Production Mindset Know Your Competition Laurie Beppel 2007

OPERATIONS 101: Business Focus: Don’t try to be all things to all clients Pick a market segment Learn your market Key to building your business: payroll and taxes Add additional services wisely Laurie Beppel 2007

OPERATIONS 101: Sales and Marketing Skills Leadership New payroll clients every week Market to your focus clientelle Market to your client base Leadership All successful businesses have a Leader Laurie Beppel 2007

OPERATIONS 101: Hire Good People and Keep Them Owner/Manager Key Employees Sales Operations IT Clerical Support Remember: Labor cost is based on a few, key expensive people and a larger group of inexpensive, clerical workers Laurie Beppel 2007

OPERATIONS 101: Skill Sets and Background: Payroll background Customer service Computer literacy The “Production Mentality” Sense of Urgency Laurie Beppel 2007

OPERATIONS 101: Payroll Expertise: Technical Skills: Wage and Hour Taxes Legal ramifications Technical Skills: PCs, Networks, Software Troubleshooting Technology Laurie Beppel 2007

OPERATIONS 101: Accounting Systems Skills: Liability management DD Impounding Tax filing Confidentiality Laurie Beppel 2007

OPERATIONS 101: Customer Service Skills: “Service, Product, Price” Good Customer Service: Payroll Input Specialist CSR and Setup Sales Laurie Beppel 2007

OPERATIONS 101: Production Mindset: Know Your Competition: Get the payrolls out Get your staff home by 5pm Start over tomorrow Know Your Competition: “The payroll business that says they are successful because they sell their services for 25% less than ADP or PayChex, isn’t” Laurie Beppel 2007

OPERATIONS 101: Supplies: Toner Check Stock Stock paper and envelopes Tax forms Planning for an Emergency Laurie Beppel 2007

OPERATIONS 101: REVIEW: Business Focus Sales and Marketing Skills Leadership Hire Good People and Keep Them Payroll Expertise Technical Skills Accounting Systems Skills Customer Service Skills A Production Mindset Know Your Competition Laurie Beppel 2007

OPERATIONS 101: CONCLUSION: Skill set for a successful bureau Are you ready? Your Mission Statement OPERATIONS 102: Growing Your Business to the Next Level OPERATIONS 103: Four Types of Clients and How to Tailor Your Service Laurie Beppel 2007