1. OPERATIONS 101
Laurie Beppel 2007

2. 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

3. 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

4. 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

5. 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

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

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

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

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

10. 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

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

12. 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

13. 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