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Managed Services Operations Manual - Vol 2 of 4
Managed Services Operations Manual Volume 2 of 4


 
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Managed Services Operations Manual: Standard Operating Procedures for Computer Consultants and Managed Service Providers

Vol. 2 - Employees and Internal Processes: SOPs for Hiring, Employee Evaluations, Team Management, and More

Volume Two of the Four-Volume Set

See the 4-volume set here.

by Karl W. Palachuk


Who needs Standard Operating Procedures (SOPs)? Everyone!

When you document your processes and procedures, you design a way for your company to have repeatable success. And as you fine-tune those processes and procedures, you become more successful, more efficient, and more profitable.

Table of Contents for Volume Two

Section I - Employees
Intro Notes
Employee Handbook
Hiring Your First Employee
Hiring vs. Outsourcing
Hiring Process
Employee On-Boarding
Roles and Responsibilities - Front Office
Roles and Responsibilities - Service Manager
Roles and Responsibilities - Technician
DiSC Personality Profiles
Honesty, Integrity, and Teamwork
Basic Customer Service Training
Employee Review Procedure (Quarterly or Annual)
Layoffs and Downsizing
Firing Process
Time Sheet Submission and Approval
Employee Expense Reports
Healthcare and Other Benefits
Paid Time Off / Paid Holidays
Travel Policies
Casual Fridays (and Dress Codes Generally)
Dealing with Unfaithful Employees

Section II - Misc. Policies and Procedures
Intro Note
Organizing Your Company Files and Folders
The !Tech Directory
Naming Your Processes and Procedures
Date formats
Managing Temporary Files
Do Billable Work First?
Prudent Password Policies
Voicemail Passwords, etc.
Mobile Device Management
BYOD - Bring Your Own Destruction
Using a White Board
Shredding
End of Year SOPs
Next Year's Holiday and Pay Schedule

The other volumes are:

- Vol. 1 - Front Office Mastery: SOPs for Office Management, Finances, Administration, and Running Your Company More Efficiently

- Vol. 3 - Running the Service Department: SOPs for Managing Technicians, Daily Operations, Service Boards, and Scheduling

- Vol. 4 - Support and Service Delivery: SOPs for Client Relationships, Service Delivery, Scheduled Maintenance, and All about Backups



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