Dogs Trust ITP: David Franklin - Running a Shelter as a Business
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Transcript of Dogs Trust ITP: David Franklin - Running a Shelter as a Business
RUNNING A SHELTER AS A BUSINESS
RUNNING A SHELTER AS A BUSINESS
IDENTIFYING YOUR AIM AND RESOURCES
• IDENTIFY YOUR AIM / MISSION:
– SHELTER? REHOMING? VETERINARY AID? ETC
– EVERYONE MUST UNDERSTAND IT
– EVERYONE MUST BE COMMITTED TO IT
• IDENTIFY YOUR RESOURCES:
– PHYSICAL
– FINANCIAL
– HUMAN
• HAVE A LONG TERM GOAL,
BUT BE REALISTIC ABOUT ACHIEVING IT
– PLAN THE ROUTE TO IT VIA INTERMEDIATE GOALS
DOGS TRUST IS WORKING TOWARDS
THE DAY WHENALL
DOGS CAN ENJOYA HAPPY LIFE,
FREEFROM THE THREAT OF UNNECESSARY
DESTRUCTION
MISSION STATEMENT
RESOURCES - PHYSICAL
• RECOGNISE YOUR LIMITS
32 KENNELS
HOW MANY DOGS?
• OVERCROWDING = STRESS
RESOURCES - PHYSICAL
• RECOGNISE YOUR LIMITS
• ALTERNATIVES:
– EXTERNAL REHOMING?
RESOURCES - FINANCIAL
• RECOGNISE YOUR LIMITS
– DO NOT TAKE IN MORE THAN YOU CAN AFFORD TO CARE FOR
• WORK HARD AT FUNDRAISING
– SECURE YOUR FUTURE TO REALISE YOUR PLANS
RESOURCES - FINANCIAL
• TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES
RESOURCES - FINANCIAL
• TRY TO OBTAIN SUPPORT FROM COMMERCIAL BUSINESSES
– THEY LIKE TO BE SEEN TO WORK WITH CHARITIES
– BUT THEY WILL ONLY WORK WITH WELL ORGANISED CHARITIES
RESOURCES - FINANCIAL
• SHOP AROUND FOR THE BEST PRICE
• DEVELOP PUBLICITY TO ATTRACT FUNDING
MAKING YOURSELF KNOWN
MAKING YOURSELF KNOWN
RESOURCES - HUMAN
• STAFF:
– PAID? VOLUNTEER? MIXTURE?
• PAID STAFF:
+ STANDARDS AND PROCEDURES ENFORCED
+ PROFESSIONAL IMAGE
- EXPENSIVE
• VOLUNTEERS:– DEPENDABILITY VITAL
– DEVELOP ROLES TO SUIT YOUR NEEDS
– MUST FEEL PART OF THE TEAM; TAKE TIME TO TRAIN AND INTEGRATE
• NUMBERS OF STAFF:
– DEPENDS ON SCOPE OF OPERATION
– INSUFFICIENT = POOR STANDARDS
OBTAINING BEST VALUE
• KEEP RECORDS
• MEASURE PERFORMANCE
– COMPARE MONTH BY MONTH AND YEAR BY YEAR
• AMONG THOSE DOGS TRUST PLOTS:
– GROSS REHOMES
– RETURNS TO KENNEL
– OCCUPANCY OF KENNELS
– AVERAGE LENGTH OF STAY IN KENNELS
– VETERINARY COSTS
– NUMBER OF DOGS PER STAFF MEMBER
– COST PER DOG CARED FOR
– FOOD COSTS
Food cost per dog per day
0
0.1
0.2
0.3
0.4
0.5
0.62007
2008
OBTAINING BEST VALUE
Budget figure
KEY PERFORMANCE INDICATORS
• WHY MEASURE PERFORMANCE?
– FOR THE BENEFIT OF THE ANIMALS
– TO MAKE US THINK AND SEARCH FOR IMPROVEMENTS
• KEY PERFORMANCE INDICATORS HELP US :
– TO UNDERSTAND THE FACTORS THAT INFLUENCE OPERATIONS
• KPIs ARE USED IN BUSINESS
• DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES
• COMMERCIAL BUSINESS CAN TEACH US ABOUT:
– CUSTOMER SERVICE
– STAFF TRAINING
– MARKETING
– PUBLICITY
APPEARANCES
YOU MAY ONLY HAVE BASIC SPACES TOOPERATE FROM
BUT PRESENTATION MAKES A BIGDIFFERENCE TO CUSTOMERS
UK CUSTOMERS HAVE COME TOEXPECT A “SHOPPING MALL”EXPERIENCE
SO WE TRY TO GIVE THEM ONE!
APPEARANCES
WE ALL HAVE AREAS THAT LOOK A BIT MESSY!
BUT NOT NEXT TO RECEPTION!!
KEEP YOUR UNTIDYWORK AREAS AWAYFROM CUSTOMERACCESS AREAS!!!
PRESENTATION TO PUBLIC
• OPENING HOURS CONVENIENT FOR THE PUBLIC
– WEEKENDS
– EVENINGS?
• CUSTOMER SERVICE
• A HAPPY CUSTOMER WILL SPREAD THE WORD
• UNFORTUNATELY SO WILL AN UNHAPPY ONE!
• DO NOT LET DOWN YOUR ANIMALS BY UPSETTING A POTENTIAL ADOPTER
• UNIFORMS
STAFF ISSUES
• CLEAR INSTRUCTIONS FOR STAFF:
– STANDARD PROCEDURES TO FOLLOW
• BE OPEN TO SUGGESTIONS:
– GOOD IDEAS DO NOT ALWAYS COME FROM THE TOP
• STAFF TRAINING:
– TIME CONSUMING BUT WORTHWHILE
• KEEP STAFF INFORMED
SOPs
• STANDARD OPERATING PROCEDURES
– DESIGNED TO STEER YOU THROUGH A PROCESS LOGICALLY, STEP BY STEP
– EVEN THE MOST INEXPERIENCED STAFF MEMBER CAN USE THEM
SOPs
SOP01 ACCEPTANCE OF DOGS INTO CARE Revised 02/11 SOP02 SAFETY OF LONE WORKERS Revised 02/11SOP03 FOSTER SCHEME Revised 02/11SOP04 TRANSFER OF DOGS Revised 02/11SOP05 NEUTERING Revised
Annex A - Neutering Voucher 02/11Annex B - Covering letter
SOP06 SANCTUARY Revised 02/11
SOP07 SPECIAL TRAINING & REHOMING CENTRE Revised 02/11
SOP08 Pet24 TAG Revised 02/11SOP09 ADOPTION OF DOGS FROM Dogs Trust CARE Revised 02/11 SOP10 DOGMOBILES Revised 02/11SOP11 EUTHANASIA OF DOGS Revised 02/11SOP12 BUSINESS CONTINUITY PLAN Revised02/11SOP13 IT PROBLEMS Revised02/11SOP 14 HOME FROM HOME SCHEME02/11SOP 15 ACCEPTING CANINE CARE CARD DOGS 02/11SOP 16 BEHAVIOUR AND WELFARE 12/11 SOP 17 EVENTS UNIT 02/11SOP 18 ALLEGATIONS OF MISTREATMENT OF A DOGS TRUST DOG 02/11SOP 19 VIOLENCE AT WORK 02/11SOP 20 DOGS PROHIBITED IN THE UK 01/11
AGIs
• ADMINISTRATIVE GUIDELINES AND INSTRUCTIONS
– NOT INTENDED TO GIVE A STEP BY STEP GUIDE TO A PROCESS
– BUT INTENDED TO SPECIFY MEASURES TO BE TAKEN IN ORDER TO ALLOW OPERATIONS TO RUN SMOOTHLY
AGIs
AGI01 NATIONAL VETERINARY SUPPLIES 02/11AGI02 VOLUNTEERS 02/11AGI03 ADOPTION FEE 02/11AGI04 DOG HANDLING EQUIPMENT AND TECHNIQUES 02/11AGI05 GRADING OF DOGS FOR HANDLING 02/11AGI06 OCCUPATION OF DOGS TRUST PROPERTY 02/11AGI07 UNIFORM 02/11AGI08 HANDLING OF CASH 02/11AGI09 POLICY ON VACCINATION FOR VISITING DOGS 02/11AGI10 DRIVING OF DOGS TRUST VEHICLES 02/11AGI11 THE ADOPTION PROCESS 02/11AGI12 MAINTENANCE OPERATIVES–ROUTINE CHECKS 02/11AGI13 STANDARD OF CARE 02/11AGI14 PRE ADOPTION TALK 02/11AGI15 BIOSECURITY 02/11AGI16 KENNEL CLEANING EQUIPMENT 10/10AGI17 SOCIALISATION & HABITUATION OF PUPS01/11AGI18 CAT TESTING 01/11
What have we covered?
• IDENTIFY YOUR AIM / MISSION • RECOGNISE YOUR LIMITS• SECURE YOUR FUTURE TO REALISE YOUR PLANS• DEVELOP PUBLICITY TO ATTRACT FUNDING• DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES
RUNNING A SHELTER AS A BUSINESS