Operations quiz

A focused questionnaire to gather operational details for your business plan

Part 1: Service delivery and operations

1.1 Core services and activities

What services, programmes, or activities do you currently provide?

For example, weekly support groups, one-to-one mentoring, skills training workshops, community café, equipment loan service.

How do you prioritise which services to deliver when demand exceeds your capacity?

For example: first-come-first-served basis, needs assessment scoring, priority given to most vulnerable, waiting list system

Are there seasonal variations in your services or demand patterns?

For example: higher demand for mental health support in winter, increased youth activities during school holidays, reduced attendance during harvest season

What is your typical service delivery process from initial contact to completion?

For example: phone enquiry → assessment meeting → 6-week programme → follow-up call after 3 months

How do you ensure consistency in service quality across all your activities?

For example: standardised procedures manual, regular team meetings, peer observation, service user feedback forms

1.2 Operational schedule and capacity

What are your typical operating hours for each service area?

For example: advice centre 9am-5pm weekdays, support groups Tuesday & Thursday evenings, weekend activities 10am-4pm Saturday

How many people can you serve simultaneously or within a given time period?

For example: 12 people per workshop, 6 one-to-one appointments per day, 50 people capacity in main hall

What is your current utilisation rate? (How often are you operating at capacity?)

For example: workshops usually 80% full, one-to-one slots fully booked 3 weeks ahead, quiet periods on Friday afternoons

How flexible are your operating arrangements to meet varying community needs?

For example: can extend hours for urgent cases, offer home visits when needed, provide online alternatives

Do you have any early warning systems to flag capacity issues?

For example: monthly booking reviews, waiting list monitoring, staff workload checks, regular demand forecasting

Location and premises operations

Do you operate from fixed premises, multiple locations, or provide mobile/outreach services?

For example: main centre plus 3 community venues, mobile unit visiting rural areas, home visits and online delivery

If you have premises, what are the key operational features? (Accessibility, capacity, specialist equipment)

For example: wheelchair accessible throughout, hearing loop system, 2 meeting rooms for 8 people each, industrial kitchen

How do you manage bookings and access to your spaces?

For example: online booking system, keypad entry, volunteer receptionist, shared calendar with partners

What health and safety procedures are essential to your daily operations?

For example: daily safety checks, incident reporting system, fire evacuation procedures, equipment PAT testing

How do you maintain and care for your physical spaces and equipment?

For example: weekly cleaning rota, annual equipment servicing, monthly building inspections, volunteer maintenance team

Part 2: People operations

How many people do you currently employ?

For example: 4 full-time, 6 part-time, and 2 casual workers

What are the key operational roles within your team? (Please include job titles and main responsibilities)

For example: Service Manager (programme oversight, staff supervision), Support Workers (direct service delivery), Administrator (bookings, communications, data entry)

What is the total number of contracted hours per week across all staff?

For example: 156 hours total - includes 35hr manager, 3×25hr support workers, 2×23hr part-time roles

How do you cover essential functions during holidays, sickness, or staff turnover?

For example: cross-trained staff, bank of casual workers, partnerships with similar organisations, temporary agency staff

Do you have succession planning in place for key operational roles?

For example: deputy manager trained to step up, knowledge-sharing documentation, mentor relationships, leadership development programme

2.2 Working arrangements and practices

What working patterns do your staff typically follow? (Full-time, part-time, shift work, flexible hours)

For example: core hours 10am-4pm with flexible start/finish, evening shifts for group work, compressed hours (4-day weeks), term-time only contracts

How do you coordinate work across different team members or locations?

For example: weekly team meetings, shared online calendars, daily check-in calls, WhatsApp groups for urgent updates

What communication systems and processes keep everyone connected?

For example: Microsoft Teams for video calls, Slack for daily chat, monthly all-staff meetings, quarterly away days

How do you manage workload distribution and prevent burnout?

For example: regular supervision meetings, workload monitoring spreadsheets, job rotation, wellbeing check-ins, clear boundaries on overtime

What provisions do you make for staff who may need workplace adjustments?

For example: flexible working hours, ergonomic equipment, quiet workspace options, additional breaks, adjusted duties during health issues

Staff support and development

Do you have an induction process for new employees?

For example: 2-week shadowing programme, online training modules, meetings with key stakeholders, buddy system for first month

How do you provide ongoing training and professional development?

For example: annual training budget per person, external course attendance, in-house workshops, conference attendance, professional memberships

What supervision, support, or mentoring arrangements are in place?

For example: monthly one-to-one supervision, peer support groups, external coaching, reflective practice sessions

How do you recognise and celebrate good work and achievements?

For example: employee of the month scheme, team celebration meals, thank you notes, staff newsletter features, small gift vouchers

What wellbeing support do you offer to your team?

For example: employee assistance programme, mental health first aiders, flexible working during difficult times, wellbeing days, counselling referrals

2.4 Volunteer operations

How many volunteers regularly contribute to your operations?

For example: 12 regular weekly volunteers, 30 occasional event helpers, 6 specialist advisors who come monthly

What specific operational roles do volunteers undertake?

For example: reception duties, group facilitation, gardening and maintenance, driving service users, admin support, fundraising events

How do you coordinate volunteer schedules with paid staff activities?

For example: shared online rotas, volunteer coordinator role, weekly planning meetings, mobile app for schedule updates

What induction, training, and ongoing support do volunteers receive?

For example: half-day orientation session, role-specific training, annual volunteer appreciation event, monthly volunteer newsletters

How do you manage volunteer expenses and provide practical support?

For example: travel expense reimbursement, free lunch on volunteer days, parking permits, childcare costs during training

What systems do you use to track volunteer hours and contributions?

For example: sign-in sheets, volunteer management software, time-tracking app, annual volunteer surveys

2.5 Learning opportunities and placements

Do you currently host apprentices, trainees, work experience students, or placement learners?

For example: 2 social work students annually, youth employment scheme participants, Duke of Edinburgh volunteers, career changers on retraining programmes

How do these learning opportunities integrate with your daily operations?

For example: students shadow different team members, apprentices rotate through departments, trainees lead specific projects with support

What supervision and support structures do you provide for learners?

For example: designated mentor for each student, fortnightly review meetings, reflective learning journals, peer support groups

How do you balance learning objectives with operational needs?

For example: protected time for learning activities, gradual increase in responsibilities, clear boundaries on what learners can/cannot do

What partnerships do you maintain with educational or training providers?

For example: formal agreements with local college, university placement partnerships, links with job centre training programmes

Part 3: Systems and Processes

3.1 Operational technology and software

What software or systems do you use for:

Scheduling and booking:

For example: Calendly, custom booking system, paper diary, Google Calendar

Service user management:

For example: bespoke CRM, Excel spreadsheets, Salesforce, paper files

Staff communication and coordination:

For example: Slack, WhatsApp groups, email, notice boards

Resource management and inventory:

For example: asset register spreadsheet, specialised inventory software, manual stocktaking

Quality monitoring and evaluation:

For example: SurveyMonkey, paper feedback forms, outcomes tracking database

Finance:

For example: Quickbooks, Sage, Xero

How do these systems integrate with each other?

For example: CRM links to email system, booking system syncs with staff calendars, all data feeds into reporting dashboard

What digital skills support does your team need to use these systems effectively?

For example: basic computer training, specific software workshops, troubleshooting support, regular refresher sessions

3.2 Information and data management

How do you collect and record information about your service delivery?

For example: digital intake forms, attendance registers, progress tracking sheets, outcome measurement tools, exit interviews

What operational data do you track regularly?

For example: weekly attendance rates, customer satisfaction scores, completion rates, demographic data, referral sources

How do you ensure confidentiality and data protection in your daily operations?

For example: locked filing cabinets, password-protected systems, staff training on GDPR, data sharing agreements, regular policy reviews

What reporting do you complete about your operational activities?

For example: monthly reports to funders, quarterly board updates, annual impact reports, statutory returns

How do you use data to improve your operations?

For example: monthly performance reviews, identifying trends in feedback, adjusting services based on demand data, staff performance discussions

3.3 Communications operations

How do you communicate with the people who use your services?

For example: phone calls, text messages, email newsletters, social media, face-to-face meetings, letters

What different communication methods do you offer to ensure accessibility?

For example: large print materials, interpreters available, easy-read versions, video calls, home visits for those unable to travel

How do you handle enquiries, bookings, and general correspondence?

For example: dedicated phone line with answerphone, online contact form, drop-in reception hours, email auto-responses

What emergency communication procedures do you have in place?

For example: staff emergency contact tree, service user emergency contacts, crisis helpline numbers, out-of-hours procedures

How do you keep stakeholders informed about operational changes or updates?

For example: email bulletins, website updates, social media posts, newsletter articles, direct phone calls for major changes

Part 4: Qualities and Standards

4.1 Service quality management

What standards or benchmarks guide your service delivery?

For example: national occupational standards, funder requirements, professional body guidelines, quality mark accreditations

How do you monitor the quality of your services on a day-to-day basis?

For example: peer observation, supervisor spot-checks, service user feedback forms, self-evaluation checklists

What processes do you use to gather feedback from service users?

For example: exit interviews, annual surveys, suggestion boxes, focus groups, informal conversations, online reviews

How do you act on feedback to improve your operations?

For example: monthly team review meetings, action planning sessions, service user advisory groups, policy update procedures

What quality assurance checks or reviews do you conduct regularly?

For example: annual service reviews, quarterly file audits, mystery shopper exercises, external evaluations

4.2 Safeguarding in operations

What daily safeguarding procedures are built into your operations?

For example: ID checking for visitors, sign-in/sign-out procedures, staff ratios maintained, regular headcounts during activities

How do staff and volunteers identify and respond to safeguarding concerns?

For example: safeguarding training for all staff, clear reporting procedures, designated safeguarding officer, immediate response protocols

What record-keeping and reporting procedures do you follow?

For example: incident report forms, confidential filing systems, timely reporting to authorities, supervision record keeping

How do you create and maintain safe, welcoming environments?

For example: clear codes of conduct, visible safeguarding policies, appropriate physical environments, positive behaviour management

What support do you provide when someone has experienced harm or distress?

For example: immediate safety procedures, professional counselling referrals, ongoing support planning, liaison with other agencies

4.3 Health, safety and wellbeing

What health and safety procedures are essential to your daily operations?

For example: daily building checks, equipment safety inspections, first aid kit maintenance, fire safety procedures

How do you ensure the physical and emotional safety of everyone in your spaces?

For example: risk assessments for activities, clear emergency procedures, staff training on de-escalation, adequate lighting and security

What risk assessments and safety checks do you conduct regularly?

For example: monthly fire alarm tests, quarterly building inspections, activity-specific risk assessments, equipment PAT testing

How do you support people who may be experiencing crisis or distress?

For example: quiet spaces available, trained staff for crisis response, clear escalation procedures, links with mental health services

What first aid, emergency, or incident response procedures do you maintain?

For example: qualified first aiders on duty, emergency contact procedures, incident recording systems, regular drill practices

Part 5: Resource Management

5.1 Equipment and materials

What essential equipment, tools, or materials do you need for daily operations?

or example: computers and printers, kitchen equipment, sports equipment, craft supplies, mobility aids, specialist therapy tools

How do you maintain, repair, and replace operational equipment?

For example: annual service contracts, in-house maintenance skills, equipment replacement fund, partnerships with repair services

What inventory management systems do you use?

For example: spreadsheet tracking, barcode systems, regular stocktakes, automated reordering systems

How do you ensure accessibility equipment and adaptations are available when needed?

For example: hearing loops, wheelchair access ramps, large button phones, adjustable furniture, assistive technology

What contingency plans do you have if key equipment fails?

For example: backup equipment available, alternative venues arranged, manual processes as fallback, rapid repair arrangements

5.2 Supply chain and procurement

What goods or services do you purchase regularly to support your operations?

For example: office supplies, food and refreshments, cleaning materials, training courses, transport services, professional services

How do you ensure your purchasing decisions align with your values?

For example: prioritising local suppliers, fair trade products, environmentally friendly options, social enterprises as suppliers

What relationships do you maintain with key suppliers or contractors?

For example: preferred supplier agreements, regular review meetings, feedback systems, partnership arrangements

How do you balance cost-effectiveness with social and environmental responsibility?

For example: total cost of ownership calculations, supplier sustainability assessments, local economic impact considerations

What local procurement opportunities do you pursue?

For example: community benefit clauses, local business directories, networking with nearby social enterprises, community asset sharing

5.3 Environmental operations

What steps do you take to minimise environmental impact in your daily operations?

For example: energy-efficient lighting, recycling programmes, reduced paper use, sustainable transport options, local sourcing

How do you manage waste, recycling, and resource use?

For example: separate recycling bins, composting food waste, reusing materials for activities, monitoring energy consumption

What sustainable practices are embedded in your service delivery?

For example: encouraging public transport use, digital-first communications, sharing resources between services, repair cafés

How do you encourage environmentally conscious behaviour among staff and service users?

For example: environmental awareness training, sustainability challenges, green travel incentives, eco-friendly activity options

Part 6: Partnerships and Collaboration

Operational partnerships

Which organisations do you work alongside in delivering your services?

For example: NHS health services, local authority social work teams, housing associations, other voluntary organisations, schools

What shared resources, spaces, or activities do you coordinate with partners?

For example: shared building use, joint training programmes, coordinated referral systems, collaborative funding bids

How do you maintain effective communication and coordination with operational partners?

For example: regular partnership meetings, shared information systems, joint planning sessions, informal networking

What referral systems or pathways do you operate with other organisations?

For example: formal referral forms, direct phone lines, shared assessment processes, case coordination meetings

Community integration

How do your operations connect wi9th and support the wider community?

For example: local hiring policies, community events hosting, neighbourhood improvement projects, local procurement

What local networks or forums inform your operational planning?

For example: community council meetings, local voluntary sector networks, resident associations, business forums

How do you ensure your operations are responsive to changing community needs?

For example: regular community consultations, feedback from local partners, demographic monitoring, emerging needs assessments

What role do community members play in shaping how you deliver services?

For example: service user advisory groups, community representatives on committees, co-design workshops, peer support roles

Part 7: Continuous Improvement

7.1 Operational review and development

How often do you review and evaluate your operational processes?

For example: monthly team meetings, quarterly service reviews, annual strategic planning sessions, continuous improvement discussions

What methods do you use to identify areas for improvement?

For example: staff suggestions, service user feedback analysis, peer organisation visits, external consultancy reviews

How do you test and implement operational changes?

For example: pilot programmes, phased rollouts, staff training sessions, monitoring and evaluation periods

What recent improvements have you made to your operations?

For example: new booking system, improved accessibility, streamlined referral process, enhanced staff training

How do you share learning and good practice with others?

For example: sector networks, conference presentations, peer visits, online forums, case study publications

7.2 Adaptability and resilience

How do you adapt your operations to meet unexpected challenges or opportunities?

For example: rapid shift to online delivery, flexible staffing arrangements, emergency response procedures, alternative service models

What backup plans or alternative approaches do you have in place?

For example: alternative venues arranged, cross-trained staff, digital delivery options, partnership arrangements for crisis support

How do you maintain service continuity during disruptions?

For example: business continuity plans, essential services identification, communication strategies, resource reallocation procedures

What has your organisation learned about operational resilience from past experiences?

For example: importance of digital skills, value of strong partnerships, need for financial reserves, benefits of flexible policies

7.3 Innovation and future development

What operational innovations are you currently exploring or testing?

How do you stay informed about new approaches or technologies that could benefit your work?

What operational changes would most enhance your ability to achieve your mission?

How do you balance innovation with maintaining reliable, consistent services?

What operational challenges does your organisation face most frequently?

What operational strengths or capabilities are you most proud of?

What operational support or resources would make the biggest difference to your effectiveness?

Is there anything else about your day-to-day operations that would be important to know to understand how your organisation works?