Records Center Best Practices
By Patty Huber, Partner and Operations Specialist
Spinney and Huber LLC
Statistics
"Estimated 2000 active records management companies in the United States". 95% small business owners - PRISM International members.
"No magic formula for operational success". "One common factor associated with all successful records centers is their dedication to great customer service."
"Independent records management companies have a distinct advantage over national companies because they have the flexibility to meet unique customer requirements."
"Centers willing to cater to the specific needs of their customers have a greater level of customer satisfaction and higher gross margins."
Inside Self Storage Magazine
January 2003
Success Keys
"Yes We Can" Attitude
Exceptional Customer Service
Facility
Technology
Equipment
Staffing
Operations Policies and Procedures
Quality Processes
Value Added Services
Attitude/Branding
"Yes We Can"
Name Branding
Corporate Culture - "On the bus"
Professionalism
Tours - On Site Business Meetings
Reference Lists
Safety/Security Profile
Exceptional Customer Service
"More than expected" service
Meet deadlines and fulfill promises
Customer Profile - Web Server
ABC's of Offsite Storage
Records Retention - Records Series
"After the sale"
Introduce Value Added Services
Reporting - Invoicing
Facility
Stand alone location - Non-Flood Zone
Dock - Doors - Access
Racking - highest density
Fire Detection & Suppression Systems
Perimeter Fencing - Parking
Enhanced Lighting systems
Video surveillance - motion detectors
Central station monitoring
Key pad or card scan access
Technology
Total Recall - Sales Partner
Scanners - operational tool ensuring 100% location accuracy
Driver Printers - pickup/delivery accuracy
Automated Work Order System
Quick start guides and reference guides
Manuals for cross training
Download new releases - updates
Invoicing accuracy - automated
Adequate hardware
Scanners
Printers
Workstations - office and warehouse
Backups
Rotational
Offsite
Disaster Readiness
Equipment
Communications
o Pagers - beepers - two way (internal/external)
o Office/warehouse
o Dispatch drivers
Material Handling equipment
o Order pickers - forklifts - 2/4 wheel dollies
o Maintenance
Delivery vehicles
o Identification - signage?
o Maintenance - logs
o On board fire suppression
Staffing
Job Descriptions
Hiring Practices
Personnel Dress and Appearance
Drivers qualifications - drug screening
Uniform Policy
Confidentiality Agreement
ID Badges - Security Codes
Overtime
Second shift differentials
After hours access
Cross training
Operations Daily
New Customer
o New cartons to storage
o Barcode tracking labels - cartons/files
o Transmittal forms
o Rates/Pricing Schedule
Work Orders
o Let TOTAL RECALL do the work!
o Documentation pouches
o Extra revenue
o Carton sales - ancillary services
Retrievals
o Out cards
o Customer call backs
o Legend
Refiles - Interfiles EVERYDAY
Scanning - Staging areas
End of Day procedures
Housekeeping - inside/out
Destruction
o Notification/Reports/Certificates
o Procedures - Labeling
Operations General
24/7 pickup/deliveries - courier
Identifying carton types -sizes
o Training photo catalogue
Initial conversions
o Scope - offsite inspection
o Operations check sheet
Large pickups/deliveries - contractors
Security - privacy requirements
Internal moves
Emergency projects - staff/resources
Operational Reviews
Minimum 1-2 year rate increase - industry
Periodic surcharges (fuel)
Review customer profiles
Correct setup for service codes and related service codes
Review dated receivables
Review pricing for invoicing accuracy
Facility Security Audit - quarterly
Security/Equipment maintenance reviews
Authorization for access annual updates
Executed Storage Agreements
Review additional liability issues
Quality Team Building
Customers want
Quality Service described as
-100% defect free product
-100% of the time
- 100% on time,
or the right service delivered on time, every time
-Reduced costs for services
-Receive value
Records Center wants
-Improved processes and procedures
-Reduced operating costs
-Improved efficiency
Employees want
-Improved work environment
-Additional funds allocated for pay increases
-Opportunities for growth & advancement
Value Added Services
Additional Revenue Opportunities
Scan on Demand
Client Web Server - charge?
Dispatch Module
High Speed Imaging
Inventory Management
Open Shelf Filing
Forms/Supplies Management
Asset Management - Web digital photos
Project Management
