Operations are/is the backbone of any company, no matter how small or large it is. Defined as “the processes that a company uses to produce goods or services and deliver them to customers in an efficient manner,” it’s clear that Operations (Ops) can be seen as a driving force behind a company's success and growth.
Ops makes sure that all the resources of a business are used efficiently and effectively to meet customer needs and achieve their goals. In an article published by Forbes, “Why Operations Matter More In Small Business,” it discusses why smaller companies should prioritize Ops. For one, smaller businesses have fewer resources than larger organizations, so they need to focus on how to run as efficiently as possible with the tools at their disposal.
Operations is an umbrella term in the workforce, with several different meanings and uses. It can be described as a business strategy, or it can be more specific to how initiatives are executed within a business. This includes how things flow and connect within the workforce - from communication between departments to customer service needs. Either way, a great way to focus on improving and elevating your workforce is by focusing on your business operations.
What’s the secret to a strong Ops department? Strong customer service. Although customer service is a subset of what many Ops departments accomplish it is a key piece of the puzzle. Some key characteristics of having a successful customer service department are patience, empathy, and a positive attitude.
Providing a high level of service to customers and clients will result in a better competitive edge, improve customer satisfaction and build a better work environment. Furthermore, positive customer service can lead to an increase in customer referrals, driving new business for your company.
Beyond the basics of good customer service, there is one extremely powerful way to implement and maintain a world class Ops department… by implementing an employee platform that allows peer to peer communication and recognition. A platform that fosters relationships internally to work together as a team while facing challenges, refining processes, and tracking daily tasks to improve efficiencies. It’s a great way to keep employees and managers involved and aligned.
If you’re interested in learning more about supporting your employees and their departments then contact a Marketing Innovators Specialist to find out more about our best-in-class employee reward and recognition platforms.