Welcome to NISH South Region RBSM Training

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Welcome to NISH South Region RBSM Training
In cooperation with

• ? Introduce yourself to others find a good
  seat.
• Please register and get name card sticky badge.
• ? Be prepared to learn and have fun. ?

South Region
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Overview

• Two days of review hit high spots
• Cover all 7 manuals for exam
• Third day is RBSM examination
• First Day volumes 1 - 3
• Second Day volumes 4 7
• Regular breaks Lunch on your own
• Please take conversations outside
• Please turn off cell, beepers, etc.

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Study Suggestions

• Standard disclaimer gtgtgtgtgt
• Make notes/Ask Questions
• Use a highlighter
• Review summary of each chapter
• Have a good calculator for math
• Questions are T/F or Multiple Choice
• Mark questions to re-visit
• Dont linger too long on one question
• Place a tick mark by ones to check on

• Note The information provided in this training
  is general in nature. Consult legal and
  professional guidance for specific issues. No
  guarantee of accuracy or completeness is
  expressed or implied. Trainer is not a legal
  professional or expert.

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!!!!!! Warning !!!!!!!!

• This is NOT like a MODAPTs Review where the
  trainer asks the actual questions in the
  examination.
• Some of the exam questions are very different
  from the samples provided
• I do NOT have the actual questions that would
  be illegal and unfair
• The first module is the worst then things get
  better
• Dont shoot the Messenger!!!!

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RBSM TrainingVolume 1 Account Management
Presented By Mickey Crowe, CBSE/RBSM NISH South
Region ccrowe_at_nish.org Ph 678.581.7283
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The Building Service Industry

• The industry began in the late 1880s
• Trends today include
• Continued competition
• Franchising
• Automation
• Illegal sub-contracting
• Challenges include recruiting workers and
  management and government regulations.

An aha moment!!!!
Remember to note the one thing that you can do
today.
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General Management Skills

• Basic management includes planning, organizing
  and controlling
• Logical thinking in decisions includes
• Define the problem
• Identify the facts
• Develop alternatives
• Select the best alternative
• Unity of command means that no person should
  receive directions from more than one supervisor.

Planning is important in time management.
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Typical Functions of Management

• Building supervisor daily duties
• Area manager assigned accounts
• Operations manager contract specs
• Plans, organizes, directs, controls
• General Manager guides directs
• T/F The most efficient method of super-vision
  require each employee to be directly responsible
  to one boss only.

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Work-loading Re-tuning

• The major cost of any contract is labor
• Re-tuning is defined as adjusting out extra
  labor hours to reduce the cost of the job but not
  the appearance of the work
• T/F Periodic work does NOT need to be covered
  in the proposal. Why?
• An important reason to re-tune a contract is
  protecting the profit margin. Why?

• Leadership requires a goal that cant be
  attained without a leaders help.

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Work-loading Re-tuning

• Variables that affect the speed of cleaning
• Customer expectations
• Building traffic/density
• Supplies/equipment
• Quality of training/supervision
• The important thing in time standards - Choose
  correct answer
• A Some people work faster than others
• B Employee turnover varies throughout the year
• C Every building is different and standards are
  only a guide
• D None of the above

• How many hats do you wear?

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Work-loading and Re-tuning

• To develop time standards, divide SF by total
  hours used per night/visit.
• Must details in any proposal are
• Contractual terms
• Areas to be cleaned
• Services and frequencies
• Cost sheet
• T/F Normally, higher production can be achieved
  in larger buildings than smaller ones. Why?
• T/F A one-time strip/re-coat job should not
  take any longer than in a building you maintain
  regularly. Why?
• T/F Production rates for RR are the same
  regardless the type of building. Why?

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Cost Controls

• T/F Proper usage of supplies is the
  responsibility of the supervisor. Why?
• T/F Operations costs for labor benefits can
  reach 80 of gross dollar sales. Why?
• A system for maintaining budget control
• Perpetual inventory system
• Formal procedures for purchase/payment
• Safeguards for receipt, storage, issuance
• Written record of quantity/value of material

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Quality Control

• Inspecting is
• Actively observing
• Seeing through Customers eyes
• Done by customer all the time
• T/F Performance should improve if inspections
  are conducted by more than one level of
  management. Why?
• T/F Customer complaints are the best and
  cheapest measure of quality control. Why?

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Quality Control

• Principles of TQM (total quality management)
• Focus on systems (process) not individuals
• Build long term partnership with customer
• Work for long term success vs short term profit
• Involve the entire company
• T/F Defining customer expectations is important
  part of quality control. Why?
• T/F The purpose of inspections is to ensure
  quality has been attained. Why?

• People dont do what you expect, they do what you
  inspect.

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Customer Relations

• A building log is important because it maintains
  good communication
• T/F Handling of complaints promptly and
  professionally is important. Why?
• T/F The primary reason for a customer relations
  call is to develop their trust. Why?
• T/F Uniforms, hygiene and behavior are crucial
  in customer relations. Why?

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Industry Math

• Do you understand fractions, percentages?
• Do you understand decimals, rounding?
• Do you understand ratios, averages?
• Do you understand units of measure?
• Do you understand area and volume?
• Can you apply to industry applications?
• Review math problems in manual and hand-outs.
  Make this a homework assignment.

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Industry Math

• Wage Hours
• Time-and on- half method
• Fluctuating coefficient method
• Job Costing
• Sample supply/equipment costs exercise
• Sample mark up on contract exercise
• Production Rates Work-loading
• Time per unit Ex 2.5 minutes/fixture RR
• Time per SF Ex 200 minutes/1000 SF
• Review the manual, sample test and handouts

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Re-tuning Budgets

• Sample savings in a building
• Using a 175 RPM floor machine to buff 50,000 SF
• Using longer cords to reduce vacuuming time
• What does 30 minutes per day with burdened labor
  rate of 11.50/hour mean in a 100,000 SF building
  over a 12 month period?
• What of 1,773,212 gross sales is 301,508?
• 37
• 7
• 17
• None of the above

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Basic Exercises

• If a company spends 780,042(58) on direct labor
  costs, how much are total sales?
• What is the weekly pay for 42 hours at
  6.00/hour?
• Using fluctuating coefficient method with base of
  200/week - at 6.00/hour?
• How many daily direct labor hours are needed in a
  300,000 SF building with an average productivity
  of 4,000 SF/Hour?

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In Conclusion

• Quality, price and responsiveness are widely
  regarded as the cornerstones for ensuring
  customer satisfaction and high account retention.
  Work-loading and job costing must be as accurate
  as possible to guarantee competitive pricing.
  Effective re-tuning can improve profit margins.
  The key to customer retention is sound account
  management.

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Open Book Review

• Break into groups of 4 5
• Appoint a group facilitator
• You may use your books
• Goal is to identify weak areas that need more
  review

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Did you have an aha moment today?

• How about sharing it with us?
• How about sharing it with your neighbor at the
  next break?
• What are you going to do about it?

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Resources and Closing Points

• BSCAI Support www.bscai.org new web site soon
• Services Magazine read and share
• Annual Convention Trade Show be there!!!!
• CBSE RBSM Designations professionalism!!!
• Product Catalog invest in your people!!!!!
• Information Central 800.368.3414 free help!
• Get involved volunteer, mentor, give of
  yourself !!!
• What is the one thing I can do today to promote
  professionalism within my industry?