Top 10 Tips for Successful Operations

Holly Klotz

Operations Manager

Schoolcraft College

(734) 462-4514

hklotz@schoolcraft.edu

Evaluations and CEU Quizzes

Please evaluate this session.

Two ways: 1) our evaluation

sheets in the room; or 2) on

the app

Open the app

Click schedule

Click on the name of this session

Scroll to the bottom

Click on feedback*

To receive CEUs for this

session

Open the app

Click schedule

Click on the name of the session

Scroll to the bottom

Click on CEU quiz* Just take the 5 question quiz and get 4 out of 5 questions correct. You may take the quiz more than once.

*If you have no cell phone or internet connections, room monitors have printed CEU quizzes and evaluation forms, but

using the app is encouraged.

LERN Ideal Staffing Structure

Operations Professional

Programming Professional

Sales Professional

CEO/Director

Instructors

Sales Staff

Operations Staff

Front Line Staff

Information Specialist

Marketing Professional

Programming Staff

Restaurant Example: Waitress/Server (Operations), Chefs (Programmers), Menu/Promotions (Marketing)

Centralize Operations

Routine day-to-day tasks

Centralization of organization requirements, such as reporting, logistics, etc.

Hub for data – numbers/info to effect change

External and internal customer-focused

Creation and management of processes and procedures

Focused on pulling

Centralize Operations

Centralize Operations (right people, right seats)

Operations Manager job description

Difficult and/or sensitive customer service issues, planning/development, training, liaison, emergency management, communications, etc.

Front Desk Staff job description

Customer service, registration help, refunds, payroll, evaluations, textbooks, supplies, etc.

Student Employees job description

Welcome desk, phone support, daily errands, data entry, filing, research, etc.

4 Goals of Successful Operations Team

Allow revenue generators to generate revenue

Provide simplicity, consistency, efficiency

Make information easily accessible to everyone

Promote the organization’s brand

Proper Training

Cross-training

Documenting processes

Functional tasks

Understanding the “big picture”

General Manual vs. Job-Specific

Show don’t tell

Proper Training

Training of new Operations staff (use job manual as guide):

Office Tour/Introductions

Phone/Computer/Email Usage (templates/scripts)

Campus Contacts & Campus Tour

Class Schedules, FAQs, Specialty Programs

Registration and Refund Procedures

Frequently Accessed Websites

Shared Drive/Info and Forms

Wash, Rinse, Repeat

Proper Training

Job Manuals – how to develop:

Focus on processes – primary purpose is to allow others to step in if/when needed.

Create list of job responsibilities

Create flowchart of who, what, when

Attach more detailed description of “how to”

Job Manuals updated on as-needed basis, also presented during annual performance evaluation

Communication

Staff Hiring/Expectations/Training

Performance Evaluation/Recognition

Instructor/Customer/Staff Appreciation

Agendas/Meetings:

Set time limit and stick to it

Announce goal(s) up front

How was it left, Get it in writing (Action Items)

How to say “no” – focus on fairness/benefits

How to ask – “walk me through your process”

Communication

Shared Drive for entire office staff:

Forms/Templates/Instructions/Databases

Schedule Documents/Timelines

Rolodex (instructor/staff info)

Strategic Planning/Meeting Agendas

Special Projects

Job Manuals/Flowcharts

Instructor Handbook

Marketing Pieces

Communication

Sample Operations Meeting Agenda:

General Announcements

Staff Schedules & Front Desk Coverage

Current Enrollment Report/Status

Unique Registration Issues

Process/Procedure Changes

Upcoming Events

Accolades & Humor

Templates/Scripts – easy & consistent

Response Time (Sunset Rule), even if no answer

Service Recovery Efforts/Timeline

Solicit/Welcome Feedback – Focus Groups

Weekly Enrollment Reports

Daily/Weekly Class Changes/Cancellations/Adds

Annual Report – focus on data

Road Show

Communication

Use Data/Technology

Online Registration – win-win

Websites/FAQs

All-staff creation & review of brochure

Stopping calls – Confirmation, reminders, directions, transcripts

Use Data/Technology

Registration, programming, marketing, sales

Testimonials

Complaint Report

Class Evaluations

Surveys

Email addresses - Benchmark

Use Data/Technology

Enrollment Status Report - weekly

Use Data/Technology

Activities to offer

Cut the dogs

Budgeting

Pricing

Cancellation of courses/events

Best customers/clients

Use Data/Technology

Promotions and marketing

Class length

Course/event format

Location

Brochure and web copy

And ANY OTHER programmatic or marketing decisions!

Use Data/Technology Annual Report (Quality Data)

Empower Instructors

Instructor Handbook (Orientation)

Empower Instructors

Class Proposal Form

Class Syllabus Template

Student Evaluations/Reports

Online access to rosters/grading

Copy Center

Preparation

Upcoming classes, next catalog, reports

Textbooks and supplies as early as possible

Room conflict report

Instructor packets

Preparation

Review accounts receivable

Work orders – need online system

Testing scenarios/students

Year-round job postings

Wish lists for equipment, software, class supplies, etc.

Staff Recognition

Paid time, flex time, training, gift cards, flowers+

Individuals and Operations Team

Recognizing non-Operations Team – anyone serving our customers

Staff Recognition

Appreciation Coupons – Free, Easy, Fun!

Good for one free early departure (30 min.)

Good for one pass on calling students

on a class roster (re: class changes, etc.)

Staff Recognition

Appreciation Coupons – Free, Easy, Fun!

Good for one free pass on errands

(excludes emergency errands)

Good for one pass on answering phone

Be the Answer

One phone number (w/detailed message)

One email address (w/auto response)

Live/Personal Help – phone or online

Information Specialist

Be the Answer

Have info ready (for instructors and students)

Email/Letter templates

Standard responses (for consistency)

Standard holiday/closure messages

Talking points for new programs

Forms (online, easily accessible)

Information (online, easily accessible)

Be the Answer

Fast and reliable answers

Stair-step selling

Dependability, Credibility

The last stop – no more transferring

Keep revenue generators out of day-to-day

Set Goals/Timelines

One new direction/initiative per year

CAM: Clear, Achievable, Measurable

Written benchmarks with due dates

Promotion Strategies

Schedule Production Timelines

Staff Responsibilities/Accountability

Make It Fun

Operations is stressful

Control what you can control

Celebrate successes

Be a change agent

Work can be enjoyed

Make It Fun

Practical jokes

Phone Call Bingo

“Friendly” office competitions

Office Lottery

Holiday messages/photos

Birthday celebrations

Make It Fun

Stress relievers (visit www.trainerswarehouse.com)

Humor, humor and more humor! (visit www.despair.com)

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 interesting. Overcoming them makes life meaningful. – Ralph Waldo Emerson

Evaluations and CEU Quizzes

Please evaluate this session.

Two ways: 1) our evaluation

sheets in the room; or 2) on

the app

Open the app

Click schedule

Click on the name of this session

Scroll to the bottom

Click on feedback*

To receive CEUs for this

session

Open the app

Click schedule

Click on the name of the session

Scroll to the bottom

Click on CEU quiz* Just take the 5 question quiz and get 4 out of 5 questions correct. You may take the quiz more than once.

*If you have no cell phone or internet connections, room monitors have printed CEU quizzes and evaluation forms, but

using the app is encouraged.

THANK YOU!

Holly Klotz

Operations Manager

Schoolcraft College

(734) 462-4514

hklotz@schoolcraft.edu