Peer Review Activities
nayo0f033
bellmichael_ba499_operationstech_7-26-2017.docx
Operations
Michael Bell
ID: 940446267
5/20/2017
BA 499 Business Planning
Donna Lane
Operations
Operations 1
Operations
Facilities
Location
For the first year or until Role Model Improv has the adequate funding, the organization will rent venues for performances in Jackson County. During the first year, the initial Role Model Improv team will primarily focus efforts in Ashland, Oregon to build renown for the performance troupe then find venues in Jackson County once Role Model Improv has gained a notable following. Notable locations for Role Model Improv to rent venue space is the Historic Ashland Armory, Craterian Theater at the Collier Center, and the Britt Performance Garden. Each location has suitable space for the Role Model Improv troupe and promote special deals towards nonprofits and negotiable rent rates on independent groups.
Once Role Model Improv has obtained enough funding for a brick and mortar, the organization will pursue a location within downtown Ashland. A current example of a location Role Model Improv would be interested in is a property for lease on East Main Street in downtown Ashland near the corner of 3rd. The location, addressed at 370 E. Main Street, is 5,200 square feet in total and attached to a bakery, fully leased, with a negotiable rental rate and remodeling (2017, LoopNet). Role Model Improv would have roughly half of the total square footage for performance and class space and the rent for commercial space in downtown Ashland is at maximum $2.50 per square foot or $6,500 per month regarding half the total square footage space, 3,600 square feet. Refer to Appendix A for a street view image of the property.
Improvements
Improvements made to the establishment will be to construct and remodel the auditorium, concessions stand, box office, bathrooms, control booth, and office to Role Model Improvs liking and what is allowed based on funding and with rental negotiations. Remodeling and construction will average $37,402 for Role Model Improv, which includes plumbing, raising walls, electrical, and structural costs (Homeadvisor, 2017).
Utilities
Utilities will be based from monthly service charge rates for the City of Ashland. Water rates, effective July 1, 2016, start at $11.74 and increase per each threshold of an additional .25 inch, .5 inch, to 1 inch. of water consumption. (City of Ashland, 2016). Effective rates as of July 1, 2015 for electrical services of commercial buildings will be $17.23 for 30 kilowatts or less or $64.67 for kilowatts over 30 (City of Ashland, 2017).
Labor Requirements
Once a brick and mortar location is established for Role Model Improv, the organization will need volunteers to primarily help with the sound and projection booth, janitorial duties, concession stand, box office, and ushering. Role Model Improv will need seven volunteers to fill the slots needed for services. The organization will need two volunteers in the control booth, two to be placed at the concession stand, one volunteer as an usher, and two in the box office. Janitorial duties will be a combined effort between the volunteers, as the duty will be conducted before and after each performance when the tasks for the concession stand, box office, and usher are not in effect.
Labor requirements for performances will be audition based. Role Model Improv will post audition schedules three months before the show begins and will evaluate each auditionee on space utilization, scene building, and teamwork. Anyone will be able to audition for performances, but those who are in or have taken upper level classes at Role Model Improv will have higher chance of being cast in a production.
Capacity Utilization
For the first year, the initial Role Model Improv team will consist of eight professional improvisors who will need venues to perform shows. Venues must have available stages with ample space for movement, ideally a stage that is 13 ft. x 13 ft. or larger to fit an entire team of eight on stage. Audience capacity is restricted on the rented venue’s capacity. Practice space will be performed in public park space that is available to the community for performance space or in a space owned by a person in the initial team. Practice will be every Thursday, Saturday, and Sunday at 5 pm for two to three hours.
Once Role Model Improv establishes its brick and mortar location, the building will ideally have two floors, the first floor containing the box office, concession stand, bathrooms, lobby, and auditorium. The second floor will contain the office of operations and the control booth for sound and projection controls for performances. The stage will be a 13 ft. x 15 ft. proscenium thrust with a dressing room attached to the back of the stage and left and right exits. The organization will prioritize the allocation capacity to the auditorium and will house ideally, at least 130 seats for customers in front of the stage.
Role Model Improv will have a total of five unscripted performances each week, Thursday through Saturday. From the total five, three two-hour Role Model Improv flagship performances will have one performance on Fridays at 10:30 pm and two on Saturdays at 8 pm and 10:30 pm. The two, two-hour premieres will occur Thursdays and Fridays at 8 pm. Warmups for each flagship performance will occur two hours before the first performance of the evening in the auditorium and for 30 minutes after each 8 pm performance off stage. Practice and warmups for current premieres will occur three hours before each first performance of the evening, Thursday through Friday. Practice for upcoming premieres will be held in Role Model Improv’s auditorium, which will last two to five hours on Saturdays and Sundays in the evening at 3 pm. The two-hour special performance will occur on the last week of every month, Thursday and Friday in place of the regularly scheduled 8 pm times. Practice will be scheduled based on the best availability time for all actors cast in the monthly special performance and warmups will occur two-hours before the show.
Role Model Improv’s classes will start at 7 pm and will be three hours long on Sunday, Tuesday, and Wednesday. Each class will have a maximum capacity of 16 students for every one improvisation teacher and will be either held in the building’s auditorium or an available venue for use. The Monday “Drop-In Improv Dojo” classes will start at 8 pm and will last two hours. The drop-in class will have one to two teachers and a maximum capacity for 30 drop-in students.
Role Model Improv’s capacity is 130 tickets for shows per performance and 46 students total per class (16 for improvisation classes and 30 for drop-in classes). Total annual for both tickets and classes is 31,200 tickets per year and 920 students per class per year.
Equipment and Furniture
For the first year or until Role Model Improv can raise adequate funding to purchase a brick and mortar location, equipment and furniture will be limited. The initial team will be utilizing their own vehicle or carpooling with their vehicles, including Michael Bell’s Pontiac Sunfire GT Coup. Other furniture and equipment utilized will be wherever the practice is being conducted, such as basic living room furniture in an apartment and small printers, computers, and mobiles.
For the Role Model Improv brick and mortar location, the organization will invest in the necessary equipment and furniture for staff, volunteers, and customers. The control booth will have a DVD player, projector, sound mixing system, and small office chairs. The office will need two computers, a business safe, two office chairs, a printer, file cabinets, and basic office supplies like paper, pens, and clips. The box office will need a tablet, card reader, cash register, and phone for ticket sales, in person or over the phone. The concession stand will have a popcorn machine, two refrigerators for drinks, concession display for candy commodities, and two tablets with card readers for purchases. The auditorium will need chairs to match the capacity, a piano for musical numbers, and boxes for props. Role Model Improv staff and volunteers will be using their own vehicles or carpooling to reach destinations.
Quality Control
Role Model Improv takes pride in keeping performances and education a high priority in quality. All auditionees for performances will be evaluated on improvisation skills which includes space utilization, scene building, and teamwork. Each audition will be several short form scenes for actors to demonstrate their skills in improvisation. Role Model Improv will only select performers who have demonstrated they have the capabilities to perform on stage for a paid performance.
For educative services, Role Model Improv will have staff members teach the classes. The staff members must be veterans in the improvisational arts with at least five years of continuous experience to begin teaching. Classes will have five distinct levels for students, Improv 101-103, 201-202 so they may obtain and develop the skills to progress forward in the art. Each level will be focused on a concise overall objective from 101: Intro to Improv, 102: Being Ready for Anything, 103: Taking the Stage, 201: Short Form Basics, to 202: Long Form Basics, so each student may obtain and practice the skills they need from their theatrical improvisation education.
Inventory Management
Role Model Improv will ensure all inventory is ready for customer utilization or purchase before the four hours of two performances. Concessions, ticket stubs, and bathroom hygiene products will be stocked, checked, and readied two hours before each performance evening, Thursday through Saturday. If inventory is low, a staff member of the organization can travel to a close by grocery store or office supply to purchase needed supplies. If inventory becomes spoiled, the concession team will have to remove and dispose of product and recycle all that is possible from the commodity. All leftover commodities that need to be thrown out at the end of the performance evenings will be given to staff and volunteers for free.
Order fulfillment and Customer Service
Customer Service
Any customer who visits Role Model Improv will be greeted at the box office with a pleasantry “hello” or “good evening”, then proceeded with “Welcome to Role Model Improv!” The volunteer working in the box office will then ask how many tickets the customer will be purchasing and will conduct a transaction with the customer and state “enjoy the show!” Customers who have purchased tickets online or over phone will be added to the “will-call” list and will have to wait in a different line for will-calls, signified by the volunteered usher to conduct the service. To each will-call customer, the usher will give a warm greeting and ask them for the name they used for ticket purchase. After the customer’s name has been found on the list, they will be given a ticket stub, gestured to enter and asked to enjoy the show.
After the customer has purchased their ticket(s), they could then proceed to either a seat in the theatre or towards the concession stand. An usher will be standing by the theatre entrance to greet those entering with a warm “hello” or “welcome.” Then the usher will check the customers for their ticket stub, handing them a program of the evenings performance and pleasantly stating “enjoy the show”. Customers who choose to obtain beverages and snacks at the concessions will be greeted by a volunteer being the concessions stand with a warm and welcoming “hello” and a pleasant “what can I do for you?” After the transaction has been conducted and the customer has obtained their purchases, the volunteer will state “enjoy the show.”
Before the show begins, the host for the evenings performance will welcome the audience to Role Model Improv and thank them for coming to the performance. The host will then inform the audience about the performance, donations and how to donate, Role Model Improv events, class information, future shows at Role Model Improv, and other valuable information that is relevant at the time. Once the host has completed the introduction, they will que for the evenings performers to enter and will ask the audience to enjoy the show.
For any inconveniences outstanding or directly the fault of Role Model Improv, customers affected will be given a free beverage and popcorn, or a pass to a free show, depending on severity. Role Model Improv believes that any wrongs the organization has allected upon their patrons should be remedied as best as possible. Customers can leave comments and suggestions in a drop-box located in the lobby for anything Role Model Improv can change and rearrange to make their experience at the theatre more enjoyable. Customers can also, contact the box office, and or send a message through the organizations main website or social media of any experiences they either enjoyed or did not enjoy. Role Model Improv will promptly reply to their message as rapid as possible for pleasant thank you’s or provide any remedies that Role Model Improv could conduct if the organization has wronged the customer.
Order Fulfillment
Role Model Improv will have three distinct types of order fulfillment based on ticket sales, concession sales, and class enrollments. Role Model Improv performances will be:
Ticket Sales
· Box office
· Online
· Customer searches rolemodelimprov.org.
· Goes to tickets tab on the webpage.
· Customer goes to the next page through a web button on the bottom of the page to complete credit card information for payment.
· Customer accepts charges and is sent a receipt they can print there or have emailed to them and is notified they will be on the will-call listing for the performance.
· Customer will then be added onto the will-call list in the Role Model Improv database.
· Customer drives to Role Model Improv and waits in the line designated for will-call.
· Usher checks each person waiting in the designated will-call line to find their name to see if they have paid.
· If found, the customer will enter the door to the lobby. If not found, a customer may provide their emailed or printed receipt to gain entry.
· Customer walks through the front door to lobby.
· Phone
· Customer calls Role Model Improv on their phone. Either the office staff or box office personnel will answer and say, “Thank you for calling Role Model Improv, my name is … how may I help you?”
· Customer inquiries about purchasing tickets on the phone.
· Person on the phone will ask how many tickets are to be purchased.
· Customer answers the amount.
· Person on the phone asks for a credit card number to charge customer and asks for an email so he may email them a receipt.
· Customer will then be added onto the will-call list in the Role Model Improv database.
· Customer drives to Role Model Improv and waits in the line designated for will-call.
· Usher checks each person waiting in the designated will-call line to find their name to see if they have paid.
· If found, the customer will enter the door to the lobby. If not found, a customer may provide their emailed or printed receipt to gain entry.
· Customer walks through the front door to lobby.
· In person
· “Welcome to Role Model Improv! How many tickets?”
· Customer orders the selected amount of tickets of either child, adult, senior, or student.
· Box office staff asks if customer would like to donate any amount to Role Model Improv
· Either customer accepts to donate or not.
· Box office staff take payment for tickets in card or cash and hands customer a receipt and any promotional pamphlets.
· Customer walks through front door to lobby.
· Customer walks to the concession stand and volunteers at the stand cheerfully greet the customer with a fine “hello”.
· Customer reads the proper signage indicating what Role Model Improv has in its concessions and through the glass door refrigerator and concession display.
· Customer chooses the commodities they want to snack on.
· If alcohol is wanted, the volunteer behind the concession stand must ID them and will be denied if under the legal drinking age.
· The volunteer obtains the desired commodities from the refrigerator, display, or popcorn machine and adds up the cost of purchase for the customer.
· The volunteer informs the customer of the total price.
· Customer either hands the volunteer cash or a credit card.
· Credit card is swiped on the card reader attached to the tablet or cash is counted and taken with change given to customer.
· If card was used, customer signs the amount on the tablet and is emailed a receipt.
· Customer is given commodities and proceeds to enter the auditorium.
Class Enrollment
· Customer goes to rolemodelimprov.org.
· Finds and clicks on the class enrollment tab.
· Customer reads information regarding class information and recommended classes to take based on experience.
· Customer selects the class and proceeds to the check-out page.
· Customer Fills out a personal description form, the amount they are willing to donate to Role Model Improv, and if they would like to sign up for email announcements and newsletters.
· Customer goes to the next page through a web button on the bottom of the page to fill out credit card information for payment.
· Customer accepts charges and is sent a receipt they can print there or have emailed to them and is notified of the class meetings.
· Customer shows up to first day of Role Model Improv theatrical improvisation education.
Research and Development
For Role Model Improv to keep creating performances that are relevant with customers in Jackson County and tourists, the organization will need to keep up with current events, popular, trends and fads, and new theatrical improvisation games and techniques. For new improvisation games and techniques, Role Model Improv will consult three websites: Improv Resource Center, YesAnd.com, and the Improv Encyclopedia. The Improve Resource Center is a site dedicated to long form improv with a discussion board, podcast listing, and ideas about the art of improvisation (2016, Improv Resource Center). YesAnd.com contains improv articles, discussion board, and references about improv theory and techniques for games and long form productions (2017, YesAnd.com). Improv Encyclopedia is a collection of categorized games, exercises, references and techniques for improvisation theatre (2017, Improv Encyclopedia).
Contingency Planning
In case of an emergency, Role Model Improv will have all valuable documents and items in a disaster protective safe and all digital documents and databases will be saved onto a selected secure cloud server. If anything were to happen to the brick and mortar location, the organization will allocate a minimum of five percent of the organizations profit from ticket and class sales to a contingency plan and will crowdsource needed funds to rebuild and repair damages. Future performances while repairs are underway will be conducted at a different venue space in Jackson County that could potentially be an in-kind donation by the venue owner.
Technology Plan
Social Media and E-commerce Strategy
The most efficient and effective way for an improvisation theatre to communicate with customers is by using various types of Social Media, such as Facebook, Twitter, Instagram. Utilizing these, the business can promote shows and deals, communicate with people, provide quick entertainment, and showcase actors and productions. Doing so will effectively direct customers towards the home base website rollmodelimprov.org, brick and mortar location, and establish a healthy community of people who like to have fun.
The main website would inform the people about Roll Model Improv and the cast. Customers can search for different shows and purchase selected tickets online as will-call or at the establishment itself, with discounts to college students, children, and seniors. There will be an option to make a one-time donation or the ability to sign up for a continuous donation. The organization website will have a calendar which people can see weeks ahead at a glance and plan accordingly to see the performances and or take classes. On the website; if you are interested in learning improv, you can sign up for classes that covers the basics to advanced scene work. From the website, you can hire the Role Model Improv team, for company parties, regular parties, weddings, and social events. Customers can also look to the website to see the outreach programs with Youth and Juvenile programs. Lastly, people will be able to search the organization contact information on the website, such as the organization phone number, fax, email, an address and map. People can file volunteer forms, acquire donation request forms, and effectively contact Role Model Improv when need be!
Information from customers that the organization will collect through surveys, transactions, and donations will be their names, address and location, phone number, email, birth date, their donation track, age, student or not, and if they are enrolled or have been enrolled in classes with Roll Model Improv. Through the collected data, the organization can communicate with customers by sending them information, promotions, and deals through emails, text messages. The organization can see what kind of people frequent the shows, and if they have donated or not. Then the organization can tailor the messages to effectively reach them. Keeping track of birthdays, donators, students, volunteers in the area or the organization, and those who are enrolled or have been enrolled in Role Model Improv classes will get special deals for shows, future classes, concessions for percentages off or for free.
Data Processing Needs
Roll Model Improv will need various software for the establishment for point of sales, show productions, and a database to keep track of customers and donators. For the control booth, something to control the lights, visual projector, and audio. Web design software and graphic design software to make posters, fliers, cards, and to create a design for the organization website. Most importantly, point of sale software that will record ticket sales, purchased classes, and donations at the establishment and online that will be stored and tracked into the database. The software needs to be accessible and simple for Role Model Improv’s customers and donators, so they can book shows and performances, purchase classes online, and make donations without hassle.
After comparing software, Role Model Improv would choose Intuit Quick Books. QuickBooks is slightly more expensive than PayPal, but offers more features that a nonprofit can utilize effectively. For nonprofits, QuickBooks has an offline feature to still accept donations and payments and transfers all donations, sales, and data to the organization database. PayPal is nice, but it caters more towards individuals and for profit businesses. PayPal does not have an effective offline mode, and no noticeable features that would be more beneficial to a non-profit.
There are two processes that could be streamlined with QuickBooks. First would be online booking systems to track donations, and ticket/class purchases online. The second would be keeping track of customer information that was obtained through online forms and sales and the donations.
Process 1: Online booking would be beneficial to the organizations strategy by making it simple for customers to make purchases online for classes, shows, and events. Also, making it easy for customers to make single donations of at least $2 or signing up for continuous donations.
Process 2: Through an online payment and donation forms, the organization can keep track of the customers who are donation partners, who make large donations, constant donations and or purchase classes. Role Model Improv can keep track of those people and send them special deals such as seeing a show for free, percentages off certain shows, reduced future class prices, or free concessions.
Operating Environment
For QuickBooks and other software, the organization will need a smartphone for social media apps like Instagram or vine, several tablets for the Point of Sale in order for transactions of food and beverage, as well as ticket transactions for at the establishment. The organization will need one or two office computers to keep track of records, online sales, budgeting, and planning. In the control room, Role Model Improv would need hardware that can run the appropriate software and control the audio, visual projection screen, lighting and recording.
Samsung Galaxy S7 for social media and calls
· Android 6.0 (Marshmallow) Operating System
· Exynos 8890 Octa Chipset
· Octo-core (4x2.3 GHz Mongoose & 4x1.6 GHz Cortex-A53)
· 32/64 GB, 4 GB RAM
· Li-Ion 3000 mAh battery
· Camera
· 12 MP, f/1.7, 26mm, phase detection autofocus, OIS, LED flash, check quality.
· 1/2.5" sensor size, 1.4 µm pixel size, geo-tagging, simultaneous 4K video and 9MP image recording, touch focus, face/smile detection, Auto HDR, panorama.
· Video, 2160p@30fps, 1080p@60fps, 720p@240fps, HDR, dual-video rec., check quality.
· Secondary camera 5 MP, 1/4.1" sensor size, 1.34 µm pixel size, f/1.7, 22mm, dual video call, Auto HDR.
Point of Sales two iPad Air 2
· iOS 9.2.1
· 128 GB
· 9.7-inch Retina display
· Nano -SIM tray
· Lightning connector
· “Square Stand” card reader for tablet
Apple iMac for Control Booth and keeping records/accounts
27-Inch with Retina 5k Display (2015)
· Intel Core i5-4590
· Processor Speed: 3.3 GHz
· RAM: 8/16 GB
· Storage: 1 TB
· Graphics Card: AMD Radeon R9 M290
· LED widescreen 27 inches
· OS: Max iOS X Yosemite
Control Booth equipment
· Lighting control console to control stage lights (Frenal, Par Can, Spotlight)
· Video projector: Infocus IN5544 6500 Lumen HD Projector
· Mixing console: Allen & Heath GL2400-24
Printer: Phaser 6510
· Print speed: color/black 30 ppm
· Duty cycle: 50,000 images/month
· Maximum print resolution: 1200 x 2400 dpi
· Security features: 802.1x Authentication, IP filtering, IPSec, IPv6, LDAP (SASL), S/MIME, SNMPv3, Secure HTTPS (TLS), Secure Print
· Connectivity: 10/100/1000 BaseT Ethernet, USB 3.0
References
Ashland Chamber of Commerce. (2017). Housing & Demographics. Retrieved from http://www.ashlandchamber.com/Page.asp?NavID=1143
City of Ashland. (2016). Water Rates. City of Ashland Services. Retrieved from http://www.ashland.or.us/Page.asp?NavID=9173
City of Ashland. (2015). Electricity. City of Ashland Services. Retrieved from http://www.ashland.or.us/Page.asp?NavID=9174
HomeAdvisor. (2017). How Much Does it Cost to Remodel Multiple Rooms? Retrieved from http://www.homeadvisor.com/cost/additions-and-remodels/remodel-multiple-rooms/
Improv Encyclopedia (2017). Improv Encyclopedia. Retrieved from http://improvencyclopedia.org /FAQ.html
Improv Resource Center (2016). Improve resource Center News: Where the world of Improv Meets. Retrieved from https://improvresourcecenter.com/news/2016/12/14/improv-resource-center-2017/
LoopNet. (2017). 370 E. Main Street. Retrieved from http://www.loopnet.com/Listing/17814994/370-E-Main-Street-Ashland-OR/
YesAnd.com (2017). Yesand!.com: From Around the World. Retrieved from https://yesand.com/
Appendix A
