30 Best Operations Strategies

1. 30 Best Operations Strategies Connecticut Recreation & Parks Association Learning Resources Network October 2013

2. 4 Goals of Successful Operations Team • Allow revenue generators to generate revenue • Provide simplicity and consistency • Make access and information easy for everyone • Promote the Recreation Department’s brand

3. #1. Centralize Operations • Tasks that stop revenue generation • Customer management • Anything that is routine or day-to-day

4. #2. Communication • Daily “Operations” meetings • Intranet/virtual office updating • Dashboard • Important updates

5. #3. Proper Training • Cross-training • Documenting processes • Functional tasks • Understanding the “big picture”

6. #4. Online Registration • Seamless • Confirmation, reminders, directions, transcripts, and stopping calls • 75%+

7. #5. Centralize Documents • One location, easy access • Updating by Operations • Simple labeling

8. #6. Staff Meetings • Less than 10% of work time • Use Intranet/virtual office for daily comments and weekly updates • Planning and problem solving • Key report generation provides information

9. #7. Streamline Processes • Software system role • Mapping out processes and getting buy-in

10. #8. Procedures Manual • Policies and procedures in and outside software system • On Intranet/virtual office • Yearly review and updating

11. #9. Information Specialist • 90%+ of requests handled by Operations • Do not pass on calls/emails • Information Specialist and “expert” • Decisions on refunds as an example

12. #10. Instructors • Handling functional tasks like payroll, packets, and reminders • Lining up repeat offerings • Instructor Handbook • Supporting instructors, thus Programmers

13. #11. FAQs • Agreed upon answers • Connected to offerings in software • Website and confirmation (directions and materials) • Yearly review

14. #12. Data Collection • Registration, programming and marketing • Testimonials • Complaint Report • Email addresses

15. #13. Recordkeeping • Home of all records • Eliminate paper • Backing up records

16. #14. Preparation • Upcoming classes, next catalog, reports • Textbooks and supplies as early as possible • Room/space conflict report • Instructor packets • Review accounts receivable • Work orders – need online system • Testing scenarios/participants • Year-round job postings • Wish lists for equipment, software, class supplies, etc.

17. #15. Reporting • Not everyone • What reports are needed • Dashboard with LERN Benchmarks

18. #16. Software Management • Softwares not software • Clean data • Web-hosted software is best

19. #17. Promotion Tracking • Knowing what to increase and decrease • Registration or first class • LERN’s Promotion Tracking Tool

20. #18. Staff Recognition • Paid time, flex time, training, gift cards, flowers+ • Individuals and Operations Team • Recognizing non-Operations Team people/vendors

21. #19. Sunset Rule • By sunset or 24 hours • Make it a standard for entire department, not just Operations Team • No resolution, make contact • Proper, understandable record-keeping will allow anyone to assist student/caller, resolve issue

22. #20. Reengineering • 15 processes • Redesign and possibly blow-up • Can software help?

23. #21. Sell! Sell! Sell! • Instructors and Operations Team • “Ask for the order” and “close the sale” • Giving instructors the tools to sell • Report cards • Use data/testimonials • Anticipate next/other class interests • Cross-promotion with other departments/events

24. #22. Contracting • Hiring not always prudent • Best person could be contractor • Online registration tool

25. #23. Data Loading • Centralize in Operations • Promotion building data most critical • Cross training

26. #24. One Contact • One phone number (with detailed message) • One email address (with automatic response) • Live Help

27. #25. Advising • A new shift • Getting answers • Stair-step selling

28. #26. Pull, Don’t Push • Operations Team Leader • Priority list • Build trust

29. #27. Build Relationships • Organization, institution, vendor, participant, instructors+ • Spend time and help others • Educate

30. #28. Be Reliable • “Make It Happen” • “A1 Second to None” • “The Customer is King and Queen” • USP

31. #29. Be the Answer • Fast and reliable answers • Dependency • Keep revenue generators out of day-to-day

32. #30. Make It Fun • Operations can be stressful • Celebrating successes • Work needs to be enjoyed

33. 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/work interesting. Overcoming them makes life/work meaningful” – Ralph Waldo Emerson

34. Maximize Your Profits with LERN’s “Information That Works!” FREE Registration Analysis Tool FREE Information & Recommendations on Special Interest Areas LERN LinkedIn Group & Subgroups FREE Consulting Q & A FREE Best Ideas of the Year URL: www.lern.org Email: info@lern.org Phone: 800-678-5376

35. Alright then Remember… lean on LERN! thanks!