This course complements the subject matter covered in the Advanced Recreation Facilities Business Management I course and further explores areas of strategic importance to the business management of recreation facilities.
Excellent customer service is the ability of an organization to constantly, and consistently, exceed its customers’ expectations. This session will provide an overview of key principles that will help to enhance the customer service experience in your recreation facility.
Instructor: Frederick Horvath, CRFP, CMM III, Director of Operations, Municipality of Clarington
Effective human resources management is the key to the success of Canadian workplaces. In general terms, managers and human resources professionals should strive to balance the needs and goals of the different players in the workplace in harmony with the overall objectives of the workplace itself. In both unionized and non-union environments, it is encouraged to apply a practical approach to human resources management. Most managers have a good intuitive grasp of what is necessary, what is possible, and what is lawful. In fact, managers may find that they are able to handle their human resources in a lawful manner simply by applying their common sense and without much knowledge of the law. That said, best practices should be built on, or at least fortified by, sound theory and good knowledge, and not simply by a good gut feeling. It is therefore useful to understand key legal concepts that impact human resources management.
In this session, we will consider the following legal concepts, which are important to understand whether you are dealing with employees represented by a union or with non-union employees:
Instructor: Jamie Knight, LL.B., Partner, Filion Wakely Thorup Angeletti LLP
Supply chain management in the public sector is more complex today than ever. With the evolving laws of competitive bidding and new trade agreements such as The Canada-European Comprehensive Economic and Trade Agreement (CETA), and the Ontario Public Trade and Co-operation Agreement (OQTCA)(SC2015-79) facility managers need to think strategically to ensure the competitive process used will achieve the intended results.
This session will build on the material covered in the Project Management module of Advanced Recreation Facilities Business Management I and will start with a review of the basics of contract law, and how it impacts your organization. From the initial scope of work, to the competitive bid process, to award of the contract, to contractor performance management, the facility manager, in partnership with the procurement department, will play a key role. The benefits and challenges of electronic bidding will also be examined.
Instructor: LouAnn Birkett, CSCMP, Purchasing Manager, Regional Municipality of Durham (Retired)
This session will provide an overview of the basic concepts of a public-private partnership (P3), a process to help identify projects that could potentially use the P3 model, and highlight the key benefits and challenges of pursuing a P3.
Instructors: Representatives from The Canadian Council for Public-Private Partnerships (CCPPP) and the P3 industry
The public sector is increasingly embracing social media, and more than two-thirds of Ontario municipalities are using it to connect and engage with residents. This session will explore: