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Table of Contents
GENERAL STUFF 3
MEETING ETIQUETTE 3
TRAINING 3
FORMATING REPORTS 4
BAM BUDGETS 4
SOW & PROPOSALS 4
ORDER SYSTEM 5
SALES SPREADSHEET 6
REPORTS 6
PROCEDURES & SYSTEMS 7
PROCEDURES 7
IF IT IS FOR SOLUTION IMPLEMENTATION 8
SYSTEM MAINTENANCE 8
PROCUREMENT 9
OPERATIONS 9
OTHER TEAMS 9
EXPENSES 9
EQUIPEMENT 9
OFFICE 10
COMPANY 10
MAINTENANCE 10
TRAINING & DEVELOPMENT 11
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To be happy in this team you have to make sure that you can adapt to change!Some project will run smoothly some wont. On top of that, you will have to startproject with minimal details. As such, you need to be independent, be comfortableasking questions and thinking outside the box. That means that you must beprepared to make mistakes but most importantly, you need to learn from them, andalso form mine!
This is a new team and as BAM & Divine.ca grows, we will be asked to change ourfunctions very fast depending on the company needs. You will have a greatopportunity in molding your job description and tasks. I want this guide to becollaboration of the people in our team (as we build it! you will need to add some ofyour notes as we change some of these procedures.
Cynthia
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GENERAL STUFF
MEETING ETIQUETTE Should always be done via Meeting request
An agenda should be lay out for the meeting
Minutes of the meeting should be sent by the next day and save under a
common drive
The minutes should always have an action list
If you are attending a meeting with me, you are the note taker
Arrive on time and make sure you have done your part (refer to action list)
If you are going to be late to a meeting, make sure to advise the host ahead
of time
TRAININGAs part of your job, you are asked to find a lot of new solutions and process, assuch, maintaining a close eye on best practices, new technology is important.
You are responsible for having 1 hr/week on Operations, Business Processes andcomputer skills.
These hours must be logged as well with the link of the article read.
Marketing:
http://www.iab.net/
http://adage.com
Business Process:
http://www.bpminstitute.org/
http://whitepapers.technologyevaluation.com
Leadership:
http://www.smartbrief.com
http://www.bnet.com/
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http://www.iab.net/http://adage.com/http://www.bpminstitute.org/http://whitepapers.technologyevaluation.com/http://www.smartbrief.com/http://www.iab.net/http://adage.com/http://www.bpminstitute.org/http://whitepapers.technologyevaluation.com/http://www.smartbrief.com/8/14/2019 Operation Training Manual
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FORMATING REPORTS
Make sure the format of the page is always done1. The orientation (portrait or landscape)
2. Centered on the page (if it on excel)
3. As much as possible print on 1 page
4. The header should be:
a. the name of the report
b. The name of the tab (if necessary)
5. The footer: if this is for internal use for everyone, the footer should be the
path of the document
6. If it is a process, or for a client, put it in a PDF format
BAM BUDGETS
Make sure all SOW/Proposals are entered in the system
Order system:The order system is a master log of all transactions; it is used mostlyby accounting (Mimma) and Chris to view any orders and POinformation for P&G Brands and all other clients
P&G Budget Fiscal (X to Y)P&G is our main client, as such; in order to analyze the business we dowith them a spreadsheet is created based on their fiscal year. Ourfiscal year is from Jan to Dec, P&G is from July to June.
BAM PM SalesThis spreadsheet contains for all of our other clients who are not partof P&G. The fiscal year is based on ours.
BAM SalesBAM Sales report records all sales coming from the actual Sales team
and also includes some of our SEO contracts.
SOW & PROPOSALS
SOW/Proposals are types of orders. Proposal and SOW will be sent via e-mail fromthe Client Services team.
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A proposal is a quote that you submit to a client, because it has not been soldyet, it is a proposal a forecasted sale.SOW is a Statement of Work. It is usually based on a proposal. It can happen thata SOW will not have a proposal. A SOW is a sale; the client will usually send aPurchase Order accepting the terms of the SOW.
When a SOW or Proposal is received, the information must be entered twice. Anorder is entered in the ORDER SYSTEM and in the correct SALES spreadsheet (P&G,PM SALES or BAM Sales)
ORDER SYSTEM
Entering an SOW/Proposal
1. Enter the name of the project at the next sequential number; MARK thisnumber on the order
2. If you are entering a SOW, make sure that there was no proposal done for it;
if there was one, when entering the new order, put the reference number ofthe proposal in the right field
3. Brand and Category if it is a P&G order4. NEVER enter the total of the order; the cell is automated to calculate the
total of the order5. Enter the breakdown of the order (website, management fees)6. Revised amount: If the SOW/Proposal is revised, please enter the original
amount of the order in this cell7. Rep: Client services rep in charge of the contract8. Comments: It will happen that some Proposals/SOW have 2 project
breakdown under the same document, you can enter these types ofcomments in that field
9. Once the order is entered stamp the document with the entered stamp.10.Enter the information in the correct SALES document (P&G Fiscal Budget or
BAM PM Sales)11.If the order was an SOW: Put SOW in basket called SOW waiting for PO12.If the order was a Proposal: Put Proposal in the XXX basket
Receiving a PO
1. When a PO is received, make sure that there is an SOW for it. It should be inthe SOW waiting for PO
2. Write SOW number on the PO and vice versa (in case documents areseparated)
3. If amounts do not match, ask Client Services why the discrepancy- updateinformation
4. Open the Order System, find SOW number, enter PO number5. Make a copy of the SOW and PO, give the original to Mimma (this must be
done for her by Monday and Wednesday 8am)
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REPORTS
Outstanding POs:
1. Every 2 weeks, on Thursdays, by 5pm:
2. From the order system:
a. Sort all order by SOW
b. Sort data by PO; It should give you a list of all SOW with missing PO
c. Make sure the format of the page is always done
i. The orientation (portrait or landscape)
ii.Centered on the page
iii.As much as possible print on 1 page
iv.The header should be:
a. the name of the report
2. The name of the tab (if necessary)
v.The footer: if this is for internal use for everyone, the footer
should be the path of the documentd. Send that list via e-mail to: Chris, Mel, Nat Copy: Cynthia and Mimma
i. E-mail should state that they give you the status of PO for
these orders
PROCEDURES & SYSTEMSAs we grow, you will have to create some procedures. Procedures may come to you
in different ways, someone may ask you to create one, but the obvious ones are:
one day you will need to do something new and there will be no guideline/process,
so you will create one the other is, you will realize that you need a procedure when
something goes wrong!
Procedures have to be adjustable; you will draft them and send for review to those
who will use them. Once it is perfect, you will find that in time somethings may
have to be adjusted, and sometimes you will find that the procedure does not work
and will have to be redone. You will have to be intuitive and review old procedure
from that to time.
Systems have to be acquired with the afterthought of Who else get benefit from
this or how will we grow, you need a system that meets our need but also, thatwill allow us to buy more modules once we grow.
Figuring out all these questions takes a lot of patience and a lot of reading. That is
why you are required to keep up with your education.
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3. If the solution has to do with technology, meet with the tech director to know
the system specs that we must adhere to. That will be part of the MUST list
4. Ask the managers if they know or heard of a solution. The manager can ask
his team about it.
5. If you have to start from 0, GOOGLE! Read articles.6. Depending on the solution, you will find some must ask questions lists on
the internet.
7. As you find some sites, start gathering their system functionalities and draft
a list from there
8. Take note of the cost as well
9. Using excel, create a comparison list (see U\Operations\timesheets\timesheet
analysis.xls)
10.Depending on the type of project, choose about 5-10; at different ranges
11.From those 10, pick 5; schedule a demo or download the free trial.
a. Use the trial as much as can.
b. Test as a user, manager and administrator
c. Test the report
d. Write how they grade on their options
e. Select the top 3 and show the managers involved a demo of what 1 of
them can do
f. If needed, adjust the functionalities
12.When you feel more confident, schedule a meeting with the service providers
and the tech director (if technology is needed)
13.This is as far as I want you to go for now. I will be going through this
procedure with you for the next year and once you are comfortable with
them, we will finish the whole procedure.
SYSTEM MAINTENANCEDepending on the system, we will usually be the ones in charge on the upkeep ofthe system, those tasks are:
Update employee list
Update project
Create reports
Push the capacities of the system (as we become more comfortable with a
system, you may find different usage or ways to use it more efficiently)
Fix various bugs Central hub to communicate and log issues
Keep a spreadsheet with date error occurred,
what was done to fix it
response from internal tech team
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response of supplier
date issue resolve
Responsible for communicating with teams
Responsible for escalating issues that reoccur to me
Purchase and orders, contract cancellations will be dealt by me 1st dependingon the issues
PROCUREMENTThis is something that has just been transferred to our department; our team will be
in charge of all companywide purchases. Here is the standard that I am expecting
for our team.
OPERATIONS
Purchase orders must be done with every purchase outside of Lyreco, Bureau
en Gros or food for meetings All purchase orders must be approved by me unless there is an urgent need
and I am not available
For an invoice to be paid, it should have the PO, packing slip attached to the
invoice.
A copy of all those documents must be filed away.
OTHER TEAMS
Teams that make special request, should have their items approved by their
manager
Keep a log of expenditure for other teams
Send this log to me once/month
EXPENSES
An expense report must be created once/month following the template sent
by Mimma.
This expense should be approved by me prior to getting money back from
Mimma.
This expense should also be logged under your own expense sheet log
U:\OPERATIONS\Tatiana Expense Report 2008
EQUIPEMENT
We are starting to have a lot of computer equipment as well as TV, in Q2 ofnext year; we must have a code system and keep track of this inventory.
Twice a year, the office supply contract should be negotiated. We will do it
this year together.
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a. You will have to get a list from Lyreco of all of our purchases during the
year
b. That same list, without the prices
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OFFICE
COMPANY
As new employees start depending on his department he will have different needs,
not only internally but the company may need to adhere to some governmental
laws:
CSST requirements
If we have a gym, what do we need in term of security
Since we are doing renovations, can we apply to some grants
Office space
Security
Even furniture
It is our responsibility to keep track of our needs and to be proactive and to
communicate what we find to the other departments.
MAINTENANCEDepending on the company needs, you are responsible for taking in requests fromemployees and managers concerning the space, heating, stationary
REPAIRS
If it is concerning repairs, you are to contact the building manager, make sure whenhe is called that you have all the information possible on the issue.
Send me an e-mail notice of what is happening and of his response.
If you the repairs need a cost, request a quote from the building manager. If he we
need a contractor, contact me 1st to know how to proceed.
MAINTENANCE
Some equipment we may have (water cooler) may require some maintenance, a listwill have to be drafted to know which one do require maintenance and set upcontract.
SECURITY (for later)
Seeing the amount of employees we have, we may have to consider having anevacuation plan.
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TRAINING & DEVELOPMENTSome procedures we try to implement will require the employees to acquire newskills, as such, it is part of our mandate to research which is the best course ofaction. We will have a training room downstairs and we plan to take full advantage.
Courses offered companywide will usually come from us; we will have to fill a needand have to research what is needed to make the procedure successful!
The research has to be done as if you were searching for a system/solution
The set-up of the course/cost analysis
Get quotes form top 3 suppliers
If course is accepted, set-up of course (rooms and stationary)
Budget for meal and accessories
Prepare Purchase Order
Set-up training schedule Prepare budget sheet
Prepare expense report as per Procurement procedure
Keep file on attendants and course package offered
Give certificates to employees
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