CH. 17 Class Discussion MANAGING OPERATIONS AND STAFFING

CH. 17 Class DiscussionMANAGING OPERATIONS AND STAFFING

Managing Operations

Think back to your Job Dislike Project Where there Dislikes for Company Rules,

Regulations, and Policies? Where employees unhappy with store hours? Where there any Safety concerns?

How You establish your Business Operations can go a long way towards satisfied employees!

Managing Operations

What’s the time frame for Operational Plans? Day to Day!

They Help to complete what other type of plans Tactical

If you’re an Entrepreneur you may have to make all these decisions on your own!

Managing Operations

Policies Creates Routine! Simplifies the Day to Day

activities A guideline for daily business operations There to support business goals and objectives Can be flexible when needed

Examples??

Managing Operations

Rules Standard set to guide behavior and actions No room for interpretation What Rules where there in the Employee Staffing

project? Breaks for the amount of time worked

Full time employees work 40 hours

Managing Operations

Common Rules/Regs./Policies Hours of Operation Credit Return/Rework Delivery Customer Service Safety

Managing Operations

Hours of Operations Are you able to deliver your product to the

customer when they want it? Hours should be suited to the customers What Businesses should be open 24/7? What Businesses should have more traditional

hours?

Managing Operations

Credit Arrangement for deferred payments of goods or

services Promise to pay later

Can increase sales, but can also ties up money

Bank Cards – Less Risk – Fees – Visa or MasterCard

Charge Accounts – Finance Charge – Costs – Store Cards

Installment Plan – Down Payment – Costs – Payment Plan

Financing – Get $ Quickly – Inconvenience – Credit Check

Managing Operations

Return and Rework Return – Reason for when and how a product can be

returned No Questions asked

In 30 Days

With Receipt

Rework – Conditions when a product will be redone Product was not made correctly

Business or Consumer specifications

Managing Operations

Delivery Time Frame Costs to Consumer Costs to Business

Customer Service Won’t come back if unhappy & Will tell others! “Customer is Always Right” Other: Service, Restrooms, Environment,

Greetings, Response Time

Managing Operations

Safety Employee and Customer Prevent Lawsuits Training or Employees Signage

Staffing and Company Policies

What is your Organizational Structure Create an Organizational Chart

Displays the jobs in your business and how they're related

Helps to delegate responsibility, authority, and work


Line Organizations May start with only 2 levels, however as your business

grows, so too will your Line Org. Chart Owner – Makes Decisions that affect the whole company

Mid. Management – Implements Decisions

Supervisor (1st Line Manager) - Supervises Employee Activities

Employees – Carry out the plans

Your business may require Line Org. Charts for the different departments or segments of your business


Staff This Does NOT Mean All Employees

Refers To Managers And Others Who Provide Supports And Advice To Line Managers

Others Include – Accounting / Legal Services / Training and Development

Adding Staff to your Business creates – Line and Staff Organization


Project Organizations Organizations brought together fro Special

projects Typically Experts from Varying Aspects of the

Company Work on projects as Needed or Until the Project is

Done

Employees may report to Line Managers and/or Staff Managers


Once you’ve Identified the positions in your Organization you need to develop Job Descriptions Describes Objectives of the Job and It’s

Duties/Responsibilities “Other Duties as Needed”

Job Specifications Details the Abilities / Skills / Educational Level / &

Experience Needed by the Employee to do the Job


Personnel Policies Employee Standards – Employees make up the

company’s face, voice, and reputation Hiring Policies

Type of Employee depends on Type of Business Professional and Positive characteristics are

Universal

Also includes Employee Training and Development


Personnel Policies (Cont.) Recruiting Employees

Want Ads, Online Sites, Colleges, Job Fairs

Screening Employees Application and Resume

Eliminate those that Don’t Fit Requirements

Interviews - Get to Know Applicant Tests – Make Sure they Relate to the Job


Personnel Policies (Cont.) Conducting Interviews

1. Define What You’re Looking for (Prior to Interview)

2. Conduct in Private (Doesn’t Mean Alone)

3. Treat Applicant with Respect

4. Background ?’s First, Then get more Specific

5. Encourage the Applicant to talk – Be an Active Listener


Personnel Policies (Cont.) Conducting Interviews

6. Confirm Key Observations

7. Provide Opportunity for Questions

8. Observe how Applicants Conduct Themselves

9. Observe what the Applicant Brings to the Table

10.Obtain Enough Information to make a Decision


In order to Attract Employees and to keep them you must: Offer a completive Wage and Benefits

Pay Wages – By the Hour / Salary – Fixed Pay Commission – Pay per Unit or by Sale Review Competitors and Industry for Trends and

Standards


Benefits (Typically only for Fulltime Employees) Required By Law

Employer Social Security Contribution Unemployment Compensation Worker’s Compensation

Optional Vacations / Sick Days / Health and Life Insurance /

Flextime / Pensions (Retirement) / Child Care


Training And Development New Employee Training = More Efficient Employees As Business Grows You May Need To Hire A

Specialist In Training

Ongoing Or Re-training Training Of New Procedures Or Policies Re-training Of Basics

Personnel Records What Needs to be Kept by Law Vs. Your own Files

Documents

CH. 17 Class Discussion MANAGING OPERATIONS AND STAFFING