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New Managers Orientation 3 Years or Less

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Communication between USPS Account Reps and Business Community. ... USPS Publications. Domestic Mail Manual & International Mail Manual. Postal Bulletin ... – PowerPoint PPT presentation

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Title: New Managers Orientation 3 Years or Less


1
New Managers Orientation 3 Years or Less
  • Edward Smalls
  • College of Charleston
  • 2006 CUMSA Conference
  • March 19, 2006
  • Pensacola FL

2
WELCOME
  • 0-1yr Managers/Supervisors
  • 1-3 yr
  • Managers/Supervisors
  • 3-5 or better years - Get out the Room, Yall
    know to much.

3
Mail Center Management Issues
  • Education of Company employees on correct use of
    Mail Services.
  • Lack of Respect for Mail Services personnel by
    other employees and management.
  • Motivation and Training of Mail Department
    Employees.
  • Communication between USPS Account Reps and
    Business Community.
  • Identify Incoming and Internal Mystery Mail

4
Mail Center Management Issues
  • Reduction of Mailing Cost
  • Budget Justification for Equipment and Staff
  • Movement of Personnel from one department to
    another without notification
  • Selection of overnight carriers
  • Controlling high cost with overnight couriers

5
Resources
  • Regional Associations
  • National Associations
  • Listservers
  • USPS Resources
  • Mailing Industry Publications
  • Certifications
  • Benchmarking/Standards

6
Regional Associations
  • CUMSA-College and University Mail Service
    Association
  • ACUMS-Association of College and University Mail
    Services
  • ARMCUMS-Association of Rocky Mountain College and
    University Mail Services
  • SWACUMS-South Western Association College and
    University Mail Services
  • NAUCM-Northwest Association of University and
    College Mailers
  • UMMA-University Mail Managers Association

7
National Associations
  • NACUMS-National Association of College and
    University Mail Services
  • Alliance for Non-profit Mailers

8
Listservers
  • Cuni-mail(NACUMS)
  • CUMSA-listserve

9
USPS Resources
  • Account Reps
  • Business Service Network
  • Postal Customer Council
  • USPS.gov
  • USPS Publications
  • Certification Programs

10
USPS Publications
  • Domestic Mail Manual International Mail Manual
  • Postal Bulletin
  • Memo to Mailers
  • The Mailers Companion

11
Mail related Publications
  • Mailing System Technology (MAST)
  • PO BOX 259906
  • Madison WI 53725-9906
  • MAIL The Journal of Communication Distribution

  • Gold Key Box 2425
  • Milford PA 18337-9607
  • Postal World
  • United Communications Group suite
    1100
  • 11300 Rockville Pike
  • Rockville MD 20852
  • Business Mailers Review
  • PO Box 328
  • Boyds MD 20841
  • Parcel Shipping and Distribution
  • 2424 American Lane
  • Madison WI 53704
  • The Complete Guide to Postal Knowledge
  • Pitney Bowes/Postal Education Center
  • 201 Aberdeen Parkway
  • Peachtree City GA 30269-1422
  • The Mailers Guide to Postal Regulations
  • The Mailers Guide Company
  • PO Box 1550
  • New Rochelle NY 10802

12
Industry Specific Certifications
  • CMM Certified Mail Center Manager
  • CMDSM Certified Mail Distribution System
    Manager

13
CMM
  • Awarded from IPMA
  • 1205 W College Street
  • Liberty MO 64066-3733
  • Can be taken at CUMSA conferences

14
CMDSM
  • Administered by Mail Systems Management
    Association
  • Mail Systems Management Assoc.
  • Education Committee
  • J.A.F. Building
  • PO Box 2155
  • New York, NY 10116-2155

15
USPS Certification Programs
  • Executive Mail Center Manager
  • Mailpiece Quality Control Specialist
  • Mail Center Professional Certificate
  • Mail Center Safety Security Certificate

16
Employees Are Your Greatest Asset
  • People Who Feel Good About Themselves
  • Produce Good Results

17
Effectively Managing Costs BENCHMARKING
  • What Is Benchmarking and Why?
  • A standardized method of collecting and reporting
    critical operational data in a way that allows
    meaningful comparisons between different
    operations.

18
Why Is Benchmarking Important?
  • Identify areas of your operation needing
    improvements, as well as areas of excellence.
  • Establishes creditable standards for productivity
    and cost-effectiveness.
  • Compare your operation to others based on common
    standards of measurements.
  • Identify operations with best practices from
    which you can learn and improve.

19
Effectively Managing Costs Mail Count Standards
  • Mail by Inches 24 pieces per inch.
  • Trays 500 pieces per tray.
  • Tubs 150 pieces per tub.
  • Cages 100 pieces per cage.

20
Effectively Managing Cost Measuring Expenses
  • Part-time Salaries (Payroll Information)
  • FTEs (Salaries ERE)
  • Equipment Rentals/Lease
  • Supplies (Track for each Area)
  • Vehicle Maintenance
  • Any other expenses
  • you may have.

21
Effectively Managing Costs Tracking Expenses
  • Develop payroll spreadsheet.
  • Develop spreads to track monthly expenditures for
    each budget line.
  • Develop graphs from spreadsheet data.

22
Effectively Managing Costs Determining the Cost
Per Piece
  • Each department divided their total expenditures
    by their total volume of mail each month and for
    the fiscal year (YTD).
  • The overhead expenses that were capital purchases
    were not targeted as a direct expense to the
    actual cost of processing mail.

23
Developing Budgets (Expenditures
  • Salaries
  • Other Wages
  • Payroll Adjustments
  • ERE (Benefits)
  • Operations
  • Professional Outside Services
  • Travel-In state
  • Travel-out of State
  • Equipment
  • Other

24
Automation Issues
  • Zip 4-The cornerstone of Automation Discounts
  • CASS Certified Software
  • Mail Piece Design
  • Critical Criteria
  • - Dimension of mail piece
  • - Fold Location
  • - Address Orientation
  • - Tabbing Requirements

25
Automation Issues
  • Zip4 Encoding Your Database
  • - Reducing postage costs
  • - Improve deliverability
  • Update Moves
  • - NOCA endorsements
  • - Ancillary Services
  • - FASTForward
  • -Address Change Service

26
Internal Communications Understanding
Managements Concepts of the Mail Operation
  • Meet with Management and student leadership
    groups to probe for problem areas
  • Explain your objectives in asking questions.
  • Obtain approval to meet with other managers.
  • Design and circulate internal Mail survey.
  • Arrange meeting with V.Ps
  • Meet dept. heads and ask how you are doing.

27
Internal Communications How to Educate Customers
  • Mail Service Guide
  • Orientation
  • Training Classes
  • Newsletters
  • Open House or Site Visit
  • Surveys.
  • Professionalism

28
Internal Communications Mail Center Training
  • Company Policies
  • Administrative Skills
  • Personal Development
  • Mailing Procedures
  • Postal Forums
  • Mail Management Seminars
  • Trade Shows
  • PCC meetings

29
Quality and Image Mission Statement
  • Provide Excellent Service
  • To Every Customer
  • Every Time

30
Quality and Image We will Seek to Achieve the
Vision By
  • Taking Care of People
  • Listening to Our Customers
  • Setting the Example
  • Empowering Individuals
  • Practicing Two-Way Communication
  • Optimizing the Use of Technology
  • Remembering the Big Picture

31
Quality and Image
  • Keep your vehicles, department and equipment
    clean
  • Provide department uniforms
  • Join recycling, risk management or safety
    awareness committees.

32
Quality and Image Take Action Now!
  • Redesign mail center
  • Appoint a Supervisor
  • Order smocks and name tags
  • Ask question to determine past problems
  • Survey Customers
  • Set goals
  • Develop activity reports for
  • Management.

33
Quality and Image Quarterly Activity Report
  • Activity Status
    Follow-up Action
  • -Equipment
    Computer Completed
  • - Staff Fill Position
    On-going
  • - Budget Request 5 Not
    Complete
  • Next Quarter Goals and Objectives
  • - order additional work Tables
  • - Fill Supervisor position
  • - Mail out campus delivery customer survey

34
Quality and Image Set Sorting Standards
  • 500 Letter/tray 20min 3 trays/hr
  • 150 Flats/tubs 10min 8 tubs/hr
  • Clerk
  • - 18 tubs _at_ 2.5hrs 7.2hr 1.2 avg.
  • 3 Clerks
  • - 11 trays_at_ 1.5hrs 7.3 hr 3.2ea 1.2a/a

35
Quality and Image Employee Training
  • Sorting scheme training.
  • - 100 test letters
  • - Provide time to study
  • - Test for times vs accuracy
  • Test every quarter
  • Monitor times.
  • Retain.
  • Develop employee competition.
  • REWARD EMPLOYEES!

36
Quality and Image
  • Develop Performance Measures
  • Develop Mail tracking Forms
  • Develop Quality Control Forms
  • Develop Proper Processing Signage
  • Professional Image

37
Quality and Image PRIDE
  • Have pride in the job you do.
  • Have pride in all employees.
  • -Help people reach their full potential
  • -Catch them doing something right, tell them.
  • -Catch them doing something wrong, same
  • Praise them and Reward them.
  • Reprimand in a positive manner (closed door.

38
Networking
  • Join your local PCC
  • Attend National Postal Forums
  • Attend other annual conferences.
  • Attend area events at conference
  • Join national and regional organizations.
  • Meet your peers and have fun!

39
Disaster Recovery Plan
  • Back-up computer data daily or weekly.
  • Store back-up discs off site.
  • Contact Risk Management and equipment vendors.
  • Contact local Mail processing vendor.
  • Process mail with contracted vendor.
  • Contact ITS for computer/network needs.

40
What is a Mail Service Guide?
  • A quick reference tool for all employees to find
    information to obtain the best possible use of
    the available mail services.
  • www.nau.edu/postoff

41
Use the Mail Service Guide as A
  • Management Tool.
  • Education Tool.
  • Postal Controller.
  • Problem Solver.
  • Put your guide on your Website.

42
Introducing the Mail Service Guide to Existing
Employees
  • User guides for
  • -Customer, Staff, students
  • Letter from Upper Management
  • Mail Center Tour.
  • Provide Classes to Departments.
  • Personal One-to-One

43
Remember!!!
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