1. RUNNING A SHELTER AS A
BUSINESS

2. RUNNING A SHELTER AS A
BUSINESS

3. IDENTIFYING YOUR AIM AND
RESOURCES
• IDENTIFY YOUR AIM / MISSION:
– SHELTER? REHOMING? VETERINARY AID? ETC
– EVERYONE MUST UNDERSTAND IT MISSION STATEMENT
– EVERYONE MUST BE COMMITTED TO IT DOGS TRUST IS
WORKING TOWARDS
• IDENTIFY YOUR RESOURCES: THE DAY WHEN
ALL
– PHYSICAL DOGS CAN ENJOY
A HAPPY LIFE,
– FINANCIAL FREE
FROM THE THREAT
– HUMAN OF UNNECESSARY
DESTRUCTION
• HAVE A LONG TERM GOAL,
BUT BE REALISTIC ABOUT ACHIEVING IT
– PLAN THE ROUTE TO IT VIA INTERMEDIATE GOALS

4. RESOURCES - PHYSICAL
• RECOGNISE YOUR LIMITS
32 KENNELS
HOW MANY DOGS?
• OVERCROWDING = STRESS

5. RESOURCES - PHYSICAL
• RECOGNISE YOUR LIMITS
• ALTERNATIVES:
– EXTERNAL REHOMING?

6. RESOURCES - FINANCIAL
• RECOGNISE YOUR LIMITS
– DO NOT TAKE IN MORE THAN YOU CAN AFFORD TO CARE FOR
• WORK HARD AT FUNDRAISING
– SECURE YOUR FUTURE TO REALISE YOUR PLANS

7. RESOURCES - FINANCIAL
• TRY TO OBTAIN SUPPORT FROM
COMMERCIAL BUSINESSES

8. RESOURCES - FINANCIAL
• TRY TO OBTAIN SUPPORT FROM
COMMERCIAL BUSINESSES
– THEY LIKE TO BE SEEN TO WORK WITH
CHARITIES
– BUT THEY WILL ONLY WORK WITH WELL
ORGANISED CHARITIES

9. RESOURCES - FINANCIAL
• SHOP AROUND FOR THE BEST PRICE
• DEVELOP PUBLICITY TO ATTRACT FUNDING

10. MAKING YOURSELF KNOWN

11. MAKING YOURSELF KNOWN

12. RESOURCES - HUMAN
• STAFF:
– PAID? VOLUNTEER? MIXTURE?
• PAID STAFF:
+ STANDARDS AND PROCEDURES ENFORCED
+ PROFESSIONAL IMAGE
- EXPENSIVE
• VOLUNTEERS:
– DEPENDABILITY VITAL
– DEVELOP ROLES TO SUIT YOUR NEEDS
– MUST FEEL PART OF THE TEAM; TAKE TIME
TO TRAIN AND INTEGRATE
• NUMBERS OF STAFF:
– DEPENDS ON SCOPE OF OPERATION
– INSUFFICIENT = POOR STANDARDS

13. OBTAINING BEST VALUE
• KEEP RECORDS
• MEASURE PERFORMANCE
– COMPARE MONTH BY MONTH AND YEAR BY YEAR
• AMONG THOSE DOGS TRUST PLOTS:
– GROSS REHOMES
– RETURNS TO KENNEL
– OCCUPANCY OF KENNELS
– AVERAGE LENGTH OF STAY IN KENNELS
– VETERINARY COSTS
– NUMBER OF DOGS PER STAFF MEMBER
– COST PER DOG CARED FOR
– FOOD COSTS

14. OBTAINING BEST VALUE
Food cost per dog per day
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2007
0.5 2008
0.4
Budget
figure
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15. KEY PERFORMANCE INDICATORS
• WHY MEASURE PERFORMANCE?
– FOR THE BENEFIT OF THE ANIMALS
– TO MAKE US THINK AND SEARCH FOR IMPROVEMENTS
• KEY PERFORMANCE INDICATORS HELP US :
– TO UNDERSTAND THE FACTORS THAT INFLUENCE OPERATIONS
• KPIs ARE USED IN BUSINESS
• DO NOT BE SCARED OF USING GOOD BUSINESS TECHNIQUES
• COMMERCIAL BUSINESS CAN TEACH US ABOUT:
– CUSTOMER SERVICE
– STAFF TRAINING
– MARKETING
– PUBLICITY

16. APPEARANCES
YOU MAY ONLY HAVE BASIC SPACES TO
OPERATE FROM
BUT PRESENTATION MAKES A BIG
DIFFERENCE TO CUSTOMERS
UK CUSTOMERS HAVE COME TO
EXPECT A “SHOPPING MALL”
EXPERIENCE
SO WE TRY TO GIVE THEM ONE!

17. APPEARANCES
WE ALL HAVE AREAS
THAT LOOK A BIT MESSY!
BUT NOT NEXT TO
RECEPTION!!
KEEP YOUR UNTIDY
WORK AREAS AWAY
FROM CUSTOMER
ACCESS AREAS!!!

18. PRESENTATION TO PUBLIC
• UNIFORMS
• OPENING HOURS CONVENIENT FOR THE PUBLIC
– WEEKENDS
– EVENINGS?
• CUSTOMER SERVICE
• A HAPPY CUSTOMER WILL SPREAD THE WORD
• UNFORTUNATELY SO WILL AN UNHAPPY ONE!
• DO NOT LET DOWN YOUR ANIMALS BY UPSETTING A POTENTIAL
ADOPTER

19. STAFF ISSUES
• CLEAR INSTRUCTIONS FOR STAFF:
– STANDARD PROCEDURES TO
FOLLOW
• STAFF TRAINING:
– TIME CONSUMING BUT WORTHWHILE
• KEEP STAFF INFORMED
• BE OPEN TO SUGGESTIONS:
– GOOD IDEAS DO NOT ALWAYS COME FROM THE TOP

20. SOPs
• STANDARD OPERATING PROCEDURES
– DESIGNED TO STEER YOU
THROUGH A PROCESS LOGICALLY,
STEP BY STEP
– EVEN THE MOST INEXPERIENCED
STAFF MEMBER CAN USE THEM

21. SOPs
SOP01 ACCEPTANCE OF DOGS INTO CARE Revised 02/11
SOP02 SAFETY OF LONE WORKERS Revised 02/11
SOP03 FOSTER SCHEME Revised 02/11
SOP04 TRANSFER OF DOGS Revised 02/11
SOP05 NEUTERING Revised
Annex A - Neutering Voucher 02/11
Annex B - Covering letter
SOP06 SANCTUARY Revised 02/11
SOP07 SPECIAL TRAINING & REHOMING CENTRE Revised 02/11
SOP08 Pet24 TAG Revised
02/11
SOP09 ADOPTION OF DOGS FROM Dogs Trust CARE Revised 02/11
SOP10 DOGMOBILES Revised 02/11
SOP11 EUTHANASIA OF DOGS Revised 02/11
SOP12 BUSINESS CONTINUITY PLAN Revised 02/11
SOP13 IT PROBLEMS Revised 02/11
SOP 14 HOME FROM HOME SCHEME 02/11
SOP 15 ACCEPTING CANINE CARE CARD DOGS 02/11
SOP 16 BEHAVIOUR AND WELFARE 12/11
SOP 17 EVENTS UNIT 02/11
SOP 18 ALLEGATIONS OF MISTREATMENT OF A DOGS TRUST DOG 02/11
SOP 19 VIOLENCE AT WORK 02/11
SOP 20 DOGS PROHIBITED IN THE UK 01/11

22. AGIs
• ADMINISTRATIVE GUIDELINES AND INSTRUCTIONS
– NOT INTENDED TO GIVE A STEP BY STEP GUIDE
TO A PROCESS
– BUT INTENDED TO SPECIFY MEASURES TO BE
TAKEN IN ORDER TO ALLOW OPERATIONS TO
RUN SMOOTHLY

23. AGIs
AGI01 NATIONAL VETERINARY SUPPLIES 02/11
AGI02 VOLUNTEERS 02/11
AGI03 ADOPTION FEE 02/11
AGI04 DOG HANDLING EQUIPMENT AND TECHNIQUES 02/11
AGI05 GRADING OF DOGS FOR HANDLING 02/11
AGI06 OCCUPATION OF DOGS TRUST PROPERTY 02/11
AGI07 UNIFORM 02/11
AGI08 HANDLING OF CASH 02/11
AGI09 POLICY ON VACCINATION FOR VISITING DOGS 02/11
AGI10 DRIVING OF DOGS TRUST VEHICLES 02/11
AGI11 THE ADOPTION PROCESS 02/11
AGI12 MAINTENANCE OPERATIVES–ROUTINE CHECKS 02/11
AGI13 STANDARD OF CARE 02/11
AGI14 PRE ADOPTION TALK 02/11
AGI15 BIOSECURITY 02/11
AGI16 KENNEL CLEANING EQUIPMENT 10/10
AGI17 SOCIALISATION & HABITUATION OF PUPS01/11
AGI18 CAT TESTING 01/11

24. What have we covered?
• IDENTIFY YOUR AIM / MISSION
• RECOGNISE YOUR LIMITS
• SECURE YOUR FUTURE TO REALISE YOUR PLANS
• DEVELOP PUBLICITY TO ATTRACT FUNDING
• DO NOT BE SCARED OF USING GOOD BUSINESS
TECHNIQUES

25. RUNNING A SHELTER AS A
BUSINESS