Bristol Bay Resource Solutions, LLC INSIGHTS A correct mesheet saves the boom line. If you turn in an error on your mesheet, it could cost you money. Fixing it, however, certainly costs the company money. What happens when you need to make a correcon to a processed mesheet? Depending on the complexity of the correcon, it can take between 10 to 30 minutes to process each mesheet correcon. That adds real costs in increased me for the employee and supervisor to complete the necessary forms for the correcon. It also takes me for someone in the Accounng Department to confirm the data and make the correcon. Both you and your company are worried about the boom line. That’s why it’s important to take your me when you’re compleng your mesheet, and do it right the first me. Efficiency Tip: Time I$ Money In this issue: President’s Leer Department Updates Meet the Team Project Spotlight Soluons Start Here. Good customer service is one of our key goals at BBRS. We understand that we all are customer service representaves. Using this basic understanding as a foundaon, BBRS managers developed a list of principles to guide us in how we do business. These principles were developed with you, the customer, in mind. We considered the way you want to be treated, as well as how we will work with you to develop business soluons and build partnerships. Below, you’ll see the official BBRS principles that guide us in our day-to-day acons with our clients. To see more details, go to our website at www.bbrs-llc.com. • Treat customers as you would like to be treated. • Always be cheerful and courteous. • Manage customer expectaons – don’t overpromise and under deliver. • Try to solve issues the first me around. • Follow up with customers on a regular basis. • Be honest – if you don’t know an answer, admit it! • If you are interacng with a customer, you own their percepon of the company – make it a great one. • Get to know your customers’ business – they will appreciate it. • Advocate for your customers. • Strive to help customers as quickly and efficiently as possible without sacrificing quality. • Make your promises me bound – give customers an ETA and then keep them in the loop if it changes. • Don’t be shy! Share your ideas for efficient, quality customer service! Autumn 2013 4:59 3:24 12:08 BBRS Customer Service Principles
Transcript
Bristol Bay Resource Solutions, LLC
I n s I g h t s
A correct timesheet saves the bottom line.
If you turn in an error on your timesheet, it could cost you money. Fixing it, however, certainly costs the company money.
What happens when you need to
make a correction to a processed timesheet? Depending on the complexity of the correction, it can take between 10 to 30 minutes to process each timesheet correction. That adds real costs in increased time for the employee and supervisor to complete the necessary forms for the correction. It also takes time for someone in the
Accounting Department to confirm the data and make the correction.
Both you and your company are worried about the bottom line. That’s why it’s important to take your time when you’re completing your timesheet, and do it right the first time.
Efficiency Tip: Time I$
Money
In this issue:President’s LetterDepartment UpdatesMeet the TeamProject Spotlight
Solutions Start Here.
Good customer service is one of our key goals at BBRS. We understand that we all are customer service representatives.
Using this basic understanding as a foundation, BBRS managers developed a list of principles to guide us in how we do business. These principles were developed with you, the customer, in mind. We considered the way you want to be treated, as well as how we will work with you to develop business solutions and build partnerships.
Below, you’ll see the official BBRS principles that guide us in our day-to-day actions with our clients. To see more details, go to our website at www.bbrs-llc.com.
• Treat customers as you would like to be treated.
• Always be cheerful and courteous.
• Manage customer expectations – don’t overpromise and under deliver.
• Try to solve issues the first time around.
• Follow up with customers on a regular basis.
• Be honest – if you don’t know an answer, admit it!
• If you are interacting with a customer, you own their perception of the company – make it a great one.
• Get to know your customers’ business – they will appreciate it.
• Advocate for your customers.
• Strive to help customers as quickly and efficiently as possible without sacrificing quality.
• Make your promises time bound – give customers an ETA and then keep them in the loop if it changes.
• Don’t be shy! Share your ideas for efficient, quality customer service!
Autumn 2013
4:59
3:24
12:08
BBRS Customer Service Principles
Solutions Start Here ....
Rhetoric? No. This is our fundamental philosophy at BBRS. Our customers discover that we apply the energy and creative
problem solving necessary to come up with real solutions!
Whether it’s a small issue or a mega “mess,” time and energy are required to tackle problems head-on and BBRS staff are committed to exerting the effort necessary to get the job done. How so? Empowerment. At BBRS we care about our employees and insist on a culture of courtesy. Everyone is valued and treated with respect, resulting in a positive work environment where “out-of-the-box” thinking is encouraged. We work together in a collegial and collaborative fashion and pool our energies to achieve the best possible customer solutions.
Taking collaboration one step further, we recognize that the very best ideas emerge when different perspectives are considered and weight is given to unconventional possibilities. Our team produces a balanced approach by embracing a passion for accuracy and correctness, striving to be innovative and efficient, insisting on the highest ethics, and crafting solutions with a creative flair. Perhaps most importantly, we listen to customer requests and input. Eagerly!
So ... with a highly energized team and a true commitment to problem-solving, BBRS can sincerely say: Give us a call. “Solutions Start Here.”
President’s Letter Department Updates
AccountingBBRS alters pay cycles, saves money
In October, BBRS will switch to a bi-weekly payroll cycle, a change from its current weekly pay schedule. The move will gain internal efficiencies that will reduce overhead costs, thus saving our clients money. The change will save about $4,000 a year in labor through our Payroll Department. This is additional to cost savings from direct deposit fees, as well as the time spent for all employees and supervisors to print timesheets and track down signatures.
Human ResourcesBBRS looks for onboarding efficiencies
Bristol Bay Resource Solutions is working on an onboarding solution to maximize efficiencies and better prepare new employees for their first day on the job. The goal with this endeavor is to have an electronic process that will introduce new hires to the company and bring together welcome messages, forms, policies and procedures, and benefits information to one spot.
The objective is to save time and money, offer a higher level of consistency and accuracy for the entire onboarding process, and have the employee ready to work on their first day instead of spending a large part of their first day doing paperwork and waiting for computer logon information, phones, etc.
It’s important to give new employees a strong start from the beginning; it makes them more comfortable in a new setting and helps them be successful. The BBRS HR Department, which will manage the process, will receive continual feedback from users, tweaking the process as appropriate.
The Contracts Administration team brings to BBRS more than 20 years of experience in the contracting world, and being part of a new company gives us the opportunity to develop an efficient and streamlined workflow.
The team already brings strong contract management and negotiation skills to the table, with proven records of working to save money for both the contracted company and contract owner.
Contracts currently is reviewing and rewriting its standard operating procedures (SOPs) to improve efficiencies that will allow enhanced productivity, omitting items that are either redundant or inconsistent.
Job title and department: Communications Manager, BBRS Communications Department
In one sentence, describe what you do all day: I oversee all department projects, budgets and work plans to ensure our clients’ needs are met, strategy adhered to, and that the best possible communications products are produced.
How my job helps BBRS succeed: The face of a business – its brand – is more important for organizations today than ever. The look and messaging are vital, but helping clients tie in their projects with business or organizational goals helps keep efforts relevant to their clients, employees and stakeholders. Helping our clients achieve this clarity and professionalism in their internal and external communications projects is our top priority!
Education: Bachelor’s degree in journalism, currently pursuing a master’s degree in integrated marketing and communications (five classes left!).
Read the full article on the BBRS website!
Meet the Team: Amy Hastings
This section relays information about what our department teams are doing for clients or how we are working to improve services.
Bristol Bay Resource Solutions, LLC
Web weavingThe BBRS Corporate Communications team has
experience in building and maintaining websites for clients.
Most recently, our team designed and built the BBRS site. Last year, the team oversaw a complete redesign for the Bristol Alliance of Companies website, and this summer, updated the site to address new messaging.
Web design starts with a navigation map, used as a frame of reference for the entire design. The map lays out each page and subpage for the entire site. From there, copy is written and graphics created to place on the pages.
After all has been reviewed, edited and final approvals are given, the site goes into what is referred to as a “soft launch,” meaning it goes live, but is given a web address that isn’t easily accessible to the public. This gives everyone time to review the site again, reading copy and testing links, and making any final changes necessary.
Then, Ta-Da! The official site goes live, accessible to the public and easily found on search engines.
Don’t forget to integrate your look and messaging into all your platforms: website, social media and print materials. This unified look and feel builds your company’s overall perception to current and potential clients.
In today’s world, it’s imperative for businesses to have a good, reliable and viable website. The BBRS Corporate Communications team can help you achieve that goal.
Contact us today!
Project SpotlightDepartment Updates
This allows us an opportunity to develop new work habits that will yield higher quality and quantity of work to keep costs down for BBRS and our clients.
Every position and responsibility we have can fall into routine and we don’t stop to consider what are we doing and why. Reviewing procedures and looking at efficiencies will promote growth and cost savings. We welcome your input on how we can better work for you. Contact Louise Underwood at [email protected].
CommunicationsBBRS website launches
The official BBRS website has launched! The site offers a variety of details about BBRS: who we are and what we can do for you. Also on our website are links to our social media pages and opportunities to sign up for our RSS feed and get on our email list.
The BBRS Corporate Communications Department designed, programed and wrote content for the site, working closely with department managers and BBRS’ president and CEO. A navigation strategy was developed, and then the look and content were fleshed out to ensure the final site was user-friendly and helpful.
Go to www.bbrs-llc.com.
Information TechnologyThe first BBRS server officially went online recently. This
is the first step toward moving BBRS to its own network. The new system will improve company efficiencies, and ultimately will result in overall cost savings for BBRS clients.
This server is a virtual machine; it lives on the new virtual host equipment belonging to our parent company, Bristol Bay Native Corporation. The new server also talks the Bristol Alliance of Company’s network by routing through BBNC’s switches. Bristol Alliance is a major client for BBRS services.
This efficiency leverages our parent company’s equipment to host our servers and provide storage, reducing the need for BBRS to duplicate that, and in the process, saving tens of thousands of dollars a year.
This section relays information about what our department teams are doing for clients or how we are working to improve services.
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Bristol Bay Resource Solutions, LLC111 W. 16th Ave., Ste.100Anchorage, AK 99501-6206
• Oak Ridge, TN• San Antonio, TX• Ft. Lewis, WA• Marysville, WA
BBRS serves clients across the country:
Thinker’s Corner
One of the many ideals that we try and promote at BBRS is the concept of Thought Leadership.
Thought Leadership is a conversation involving topics that are the most pressing for ourselves and our clients. It might be an interesting business article discovered in a recent edition of Forbes magazine, or a new iOS app that assists with time management.
At BBRS, we are dedicated to finding and implementing solutions across multiple industries. The intention to share and promote positive ideas, tips and efficiencies is simply good business practice. And good business practice is what we are all about.
Keep your eye on the Updates section of our website forideas from our social media streams to help you and your company become the best business possible.
Community Involvement:BBRS teams up for Making Strides Against Breast Cancer.BBRS is forming a team to participate in the 3rd annual Making Strides Against
Breast Cancer walk, scheduled for 10 a.m. to 2 p.m., Saturday, Oct. 5, at the Delaney Park Strip. Want to make a donation? Go to Making Strides at : http://makingstrides.acsevents.org/site/TR/MakingStridesAgainstBreastCancer/MSABCCY13GW?pg=entry&fr_id=55729 to support our team.
BBRS gives HUGGS for kids.BBRS employees filled a box with pens, pencils and crayons, items donated
to the Helping Us Give School Supplies program, which helps children from low-income homes prepare for school. In mid-August, employee Lisa Svedsen volunteered to help distribute the supplies to the children. HUGGS provides basic school supplies and coats to 5,500 children enrolled in the Anchorage School District. Visit http://www.cssalaska.org/html/hugss.php for information about the program.
