Operations Roleplay Flashcards
Establish safety policies and procedures.
Conduct a risk assessment: Identify potential hazards and risks in the workplace through a comprehensive risk assessment.
Review Regulations: Familiarize yourself with relevant occupational health and safety regulations, standards, and legal requirements applicable to your industry, jurisdiction, and type of business.
Ensure compliance with laws such as the Occupational Safety and Health Act (OSHA) in the U.S.
Establish Safety standards: Define clear and measurable safety objectives aligned with the organization’s mission, values, and commitment to employee well-being.
Communicate policies and procedures: Clearly communicate safety policies and procedures to all employees through training sessions, orientation programs, employee handbooks, posters, etc.
Implement safety controls: Implement engineering controls, administrative controls, and safe work practices to eliminate or minimize workplace hazards and risks.
Enforce compliance and accountability
Identify potential security issues.
Physical Security:
Unauthorized access to facilities, buildings, or sensitive areas.
Lack of proper access controls, such as keycard readers or biometric scanners.
Inadequate perimeter security, including fencing, gates, and surveillance cameras.
Information Security:
Data breaches and unauthorized access to sensitive information.
Weak or outdated cybersecurity measures, such as firewalls, antivirus software, and encryption protocols.
Insider threats, including employee negligence, malicious insiders, or third-party vendors.
Phishing attacks, malware infections, ransomware threats, and other cyber threats.
Network Security:
Vulnerabilities in network infrastructure, routers, switches, and wireless access points.
Supply Chain Security:
Third-party risks associated with vendors, suppliers, or contractors with access to sensitive systems or data.
Explain the nature of overhead/operating costs.
Overhead, also known as operating costs, refers to the ongoing expenses incurred by a business in its day-to-day operations, regardless of the level of production or sales.
Fixed Costs: Overhead costs often include fixed expenses that remain relatively stable regardless of changes in production or sales volume.
Variable Costs: In addition to fixed costs, overhead may also encompass variable expenses that fluctuate based on business activity but are not directly tied to production output.
Indirect Costs: Overhead costs are considered indirect costs because they cannot be directly traced to specific products, services, or customer orders. Unlike direct costs, which are directly attributable to the production process (such as raw materials or direct labor), overhead costs support multiple aspects of the business and benefit the organization as a whole.
Essential for Operations: Despite not being directly tied to production, overhead costs are essential for the day-to-day functioning of the business.
Determine services to provide customers.
Understand customer needs
Conduct Competitive Analysis: Analyze the offerings of your competitors to understand the services they provide, their strengths and weaknesses, and how they position themselves in the market.
Assess your capabilities: Evaluate your business’s strengths, expertise, resources, and capabilities to determine which services you can effectively deliver.
Prioritize based on market demand: based on market demand, profitability, and growth potential
Identify value-added services: what value are you adding to your customer’s life? How could we enhance customer experience?
Test and validate to gather feedback and improve
Identify internal and external service standards.
Internal Standards: Understand the expectations set within the company for service quality.
Response time: Establishing guidelines for responding to internal inquiries, requests, or communications within a specified timeframe.
For example, responding to emails within 24 hours or returning phone calls by the end of the business day.
Quality of work: accuracy, attention to detail, adherence to established processes or standards, and meeting predetermined quality metrics or benchmarks
Collaboration and Communication: Defining expectations for effective collaboration, communication, and teamwork within the organization
Training and development
External Standards: Be aware of industry benchmarks and customer expectations.
Consistency: Emphasize the importance of maintaining consistent service quality.
Communication: Ensure all employees are familiar with and adhere to established standards
