That a HOA or CA Board of Directors controls and operates
Operations connects people to services
Operations has a revenue source
The HOA Member Assessment is like paying rent to live here
The outcome of business operations is the harvesting of value from assets owned by a business. Assets can be either physical or intangible. An example of value derived from a physical asset, like a building, is rent. An example of value derived from an intangible asset, like an idea, is a royalty. The effort involved in "harvesting" this value is what constitutes business operations cycles.
Operations has a purpose
Business operations encompass three fundamental management imperatives that collectively aim to maximize the value harvested from business assets (this has often been referred to as "sweating the assets"):1.Generate recurring income2.Increase the value of the business assets3.Secure the income and value of the business
Operations can be measured
Securing the income and value of the business•Desirability or demand for community membership and services•Ability of its customers to pay for membership and services•Uniqueness and competitiveness of its business model•Control exerted over the quality and efficiency of activities•Public regard for the business as a member of the community
Authority and Control
Operations Controls and Manages
•Process•Staffing•Location•Equipment and Technology
Typical Operations Processes
•BudgetoQuickbooks, spreadsheets and paper documents•BookkeepingoSpreadsheets and paper documents•Projects and MaintenanceoSpreadsheets and paper documents•Incident ManagementoSpreadsheets and paper documents•Payments, Billing, Banking and AccountingoQuickbooks, spreadsheets and printed documents like checks•Office AdministrationoSpreadsheets and paper documents
Typical Operations Staffing
Roles•Operations ManageroPart-time: Office Administration, Accountant, Bookkeeper, Social Organizer •Maintenance Manager or Maintenance EngineeroPart-time when needed•Maintenance and Grounds StaffoPart-time Minor Maintenance and Grounds Upkeep•Technology Staffo3rd party Quickbooks Consultanto3rd party Computer, Website and Internet Consultant•Legal StaffoThe Board Secretary
HOAs and CAs do not re-locate maybe your’s is like this one•A park like setting of well maintained manufactured homes•Private roads, water and sewer lines and storm drainsoResidents pay <50% of in-town water and sewer costs•Police, fire, and emergency service are provided by the City•Geologically stable compared to other coast locations
A Sampling of Operations Equipment
•Pool pump & heater•Clubhouse heaters•Kitchen appliances•Microphone and amplifier•Computers and wi-fi routers•Copier & FAX•Phones•Clubhouse TV•Camera•Digital audio recorder•Clubhouse electric door•Kurzweil piano
Information Sources (Databases)
•QuickbooksoAccounting and Vendor databases with a limited member database•Phone Vite: an on-line phone notification tool•Community Website with Document RepositoryoOn-line access to HOA documents such as CC&Rs & Board Meeting Minutes•SpreadsheetsoPhone directory, emergency contacts, ladies luncheon call list, birthdays, social club list and others•Bulletin Boards, Printed Newsletters and Window SignsoMeeting notices and community notifications and information•PaperoPlat maps and other drawings and documents•Tribal knowledgeoIn someone’s brain based on past experiences
An accounting & financial relational transaction database. Not designed nor easily extended for storing emergency contacts, birthdays, gate codes, guests, care-givers, complaints, violations and other important data.
Spreadsheets and Document Files
Spreadsheets and computer files replaced mico-film, which replaced paper as the primary storage and retrieval system more than 20 years ago. Spreadsheets and files are databases that focus on one thing like a violations and fines spreadsheet or a CC&Rs ready-for-print PDF file.
Paper is a type of database that supplanted and enhanced tribal knowledge and was the primary storage medium for thousands of years until the 1930s when microfilm replaced paper for information storage and retrieval. PHBC property and plat engineering drawings are only available on paper. Paper is best used for handouts, checks, reports and bulletin boards.
Tribal knowledge is an important element of any business because experience provides a unique perspective that is personal and shareable. Information about where the keys are stored or how to jiggle a wire to make something work may never be written or stored on paper. Managing Tribal knowledge is difficult, the quality of, and access to the information may not satisfy the requirements of those who need the information to run a business.
Property Management Database Process
ResearchReview Operations processes. Identify datasets in use. Identify new data to store.Create a Requirements List.
Investigate Examine and demo several vendor property management products that join related datasets into a one database with data fields and reports that meet or exceed the requirements in Step #1. .
EvaluateEvaluate products vs requirements. Rank trade-offs and must haves.Calculate ROI.
Select one of the following.Continue as is.Purchase a product.Build a product internally.
Plat Lot #, billing address, email address and phone numbersDate moved in and date moved outEmergency and away contacts and phone numbersBirthdays & Anniversaries with do-not-print optionClicker ID# & Gate Codes and exterior pole light maintenance recordsBoard, committee(s) and social club membershipsHOA and CA staff roleArea of expertise and experience that could be accessed as a volunteer
Types of Vendor Data
Contact information oAddress, email, phone numbers, emergency contact, primary contactPrimary and secondary areas of expertise Primary and secondary services provided for specific assets Quality and performance ratingFederal and/or State Tax ID, Bond #, Licenses
Types of Asset Data
Infrastructure Assets oPreferred vendor(s) for maintenance and repairoStorm drain catch basin locations, incidents, inspections and cleaning recordsoWater vale locations, incidents, inspections and testing recordsoSewer line access locations, incidents, and inspections recordsoElectrical panels and distribution box locations and incidents recordsoFence, gate, lights and signs locations, incidents and inspections recordsBuilding and Equipment AssetsoPreferred vendor(s) for maintenance and repairoIncidents, inspections, maintenance and repair recordsAmenity Assets (Pool, Billiards, Parcel Boxes, Kitchen, Library, Member Pole Light)oPreferred vendor(s) for maintenance and repairoIncidents, inspections, testing, maintenance and repair records
Types of Legal Data
Rules and ComplaintsoInitiators, descriptions, violations, fines, and resolutionsInspections, Reviews and AuditsoInitiators, descriptions, and resolutionsDocument RepositoryoPhone Directory, Member Handbook & Board Member Handbook oContracts & ProceduresPermits, Licenses and RegistrationsBoard HistoryoCurrent and historical Board of Directors membership and rolesoCurrent and historical Committee membership and rolesoMeeting minutes, Member questions and concernsoLawyer meetings, cases, resolutions and documents
Is this your current database
Do not publishaddress or phone number.
53 columns (data fields) for each resident (200).
No reports or easy filtering. Difficult to maintain. Historical data requires saving a complete copy whenever a resident moves in or moves out
Do not publish cell phone number.
Assets, Projects, and Maintenance
Each of these methods store data but only one is reasonably permanent,easy to maintain,requires little storage space,and contains data and information that can be easily accessed, sorted, filtered, & shared by PHBC staff and the board.
Information Storage TechnologiesTribal KnowledgeStone TabletsPaper FilesMicrofilmSpreadsheetsModern Databases
Toolkit Member and Vendor Databases
Vendor details not found in Quickbooks or a contacts database
Information in one place instead of multiple files and spreadsheets.
Resident and member details not found in Quickbooks or a contacts database
Pull-down menusPredictive typingQuickly and easily access information.
Care Giver, Resident, Member, Guest, or Former Resident