Driving Strategic Profitability: P&L and Financial Knowledge for Service Teams

Introduction

In today’s competitive business environment, service operations play a critical role not just in delivering exceptional customer experiences but also in driving the financial success of the organization. Whether it’s managing a team, optimizing processes, or making day-to-day operational decisions, understanding the financial impact of actions is key to achieving long-term profitability.

This training is designed to empower participants with the knowledge and tools to read, analyse, and leverage Profit & Loss (P&L) statements effectively. Participants will learn how to connect excellent service operations to the bigger financial picture, identify opportunities to improve profitability, and make data-driven decisions that align with organizational goals.

Outcome

At the end of this program, participants will be able to:

- Learn Key Financial Terminology.
- Apply and describe the components of Revenue and Costs.
- Analyze Opportunities for Revenue Generation and Cost Reductions.
- Evaluate and reflect on actionable procedures to drive Strategic Profitability.
- Demonstrate simple and practical Standards for the overall benefit of the organisation.

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No Topic Topic Description
1 Introduction to Profit & Loss (P&L) and Financial Concepts
  • Provide an understanding of the company’s Mission, Vision, Values in relation to P&L
  • What is a Profit & Loss Statement (Store P&L, Division & Organization P&L)?
  • How do you read a basic P&L and its relevance to Service Operations.
  • Basic Financial Terminology
2 Revenue Streams in Service Operations
  • Definition of Revenue
  • Types of Revenue Streams
  • Cross Selling & Up-selling (Daily, Weekly targets)
  • Who up-sells?
3 Cost Management and Optimization
  • What are Operational Costs?
  • What are Fixed Costs and usage maximization
  • What are Variable Costs? (COGS, Wastage)
  • Strategies for Cost Reduction without Compromising Quality & Quantity
4 Analysing and Calculation of Profit Margins
  • What is Gross Profit vs What is Net Profit
  • Point of Sale (POS) Systems and Ordering Systems 
  • Impact of Service efficiency to Profit margins
  • Basic Turnover Revenue per square foot and Revenue per hour Concepts
  • Customer Relationship Management Tools
  • Handling Transactions (Cash, Credit & QR Payment)
  • Q&A Sessions & Group Discussion
5 Budgeting & Forecasting for Operations Team
  • Non-Financial Budgeting 
  • Budgeting F&B Inventory
  • Budgeting Non-Food & Beverage Inventory
  • Budgeting Labour Scheduling Matrix
  • Forecasting F&B Inventory
  • Forecasting Non-Perishable Inventory
  • Forecasting Labour
  • Budgeting & Forecasting Emergency Situations
6 Driving Profitability through Operational Excellence
  • Aligning Service Operations with Organisation’s Financial Goals
  • Culture of Financial Accountability
  • Standard Operating Procedures
  • Hygiene & Safety Practices
  • Developing an Incentive plan for Service Operations (Incentive Matrix)
7 Technology & Tools for Financial Management
  • Financial Software tools – real time Revenues, comparative analysis
  • Real time Attendance reports
  • Effective usage of CCTV
  • Store Communications Protocol – clear lines of communication
  • External Communications Protocols
8 The Customer
  • What is the Expectation?
  • What is the Experience? 
  • How to make it Memorable and Profitable
  • S.C.O.N.E.  (Smile, Clean, One Interest, Name, Experience) – Role Play
  • Types of Conflicts & Resolutions in Customer Service
  • Conflict Resolution Framework (Listen, Apologize, Solve, Thank)
  • Role Play on conflict resolution
  • Attitudes | Skills | Knowledge
  • Time Management
  • Balancing Customer Service with Operational Tasks
  • Team Building Activity

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