In order to create a good relationship with the customer the first step is to find out exactly what the customer wants. This is achieved by carrying out Market Research . For example, the Sales department could create a questionnaire and ask customers about their likes and dislikes before creating a new product.
The next step is to show the customers that you value them by LISTENING . This is achieved by improving existing products and developing new ones to meet their tastes.
It is very important that customer orders are dealt with quickly and to a high standard to make sure that the customer is happy at all times.
Before an order is placed, often the customer will ask about the price and availability of the product. It is very important that the Sales team have price lists and catalogues available at all times and that they are up to date.
Once the customer places an order, the Sales team must ensure that it is processed i.e action is taken to ensure that the customer receives their product quickly and to a high standard.
In order to monitor that the customer’s order has been received, the Sales team can offer after-sales service. This means that if there are any problems or faults with the product the customer can return it immediately or have any questions answered.
The price list clearly identifies the individual price of all products and services on offer.
It will also identify any special discounts. For example, if a product or service is going out of fashion, the Sales Team will often decide to reduce prices in an attempt to get rid of all the leftover stock. IF the organisation is left with lots of unwanted stock then it will lose an awful lot of money as it will have to go in the bin!
The main purpose of the catalogue is to clearly show the customer what the product looks like.
The Next Directory is a very glossy, professional catalogue which clearly shows the wide variety of products on offer.
Many sales teams now use the Internet to showcase their catalogues as customers can access it 24 hours a day. Also, the customer is able to enlarge images and send an e-mail requesting more information or indeed place an order of the item(s) he/she likes!
When customers wish to buy a product/service, they complete an order form.
The purpose of the form is to make it easy for the customers to request exactly what it is they wish to buy.
A customer can place an order over the telephone, the Internet or by letter.
Many organisations create their own ‘style’ of order form to make sure that all the required information is gathered and that it can be processed quickly.
It is important that both the customer and the Sales team have a copy of the order so that if any problems arose – for example, the wrong colour of product was delivered - then it would be easy to identify why the mistake happened.
Stock is the collection of goods that an organisation stores in order to use for a specific purpose. Examples of stock are equipment and products which will be sold on to customers.
In order to ensure that an accurate record of the stock in the organisation, it is important that the Purchases department keeps a stock record. This means that the Purchases team logs all the stock coming in to the stock room and going out. This will ensure that there is always enough stock to meet demand and that there is not too much stock being held as this would be very expensive.
An important feature of stock management is ensuring that all stocks are of a high quality.
Finally, another feature of stock management is making sure that all stocks are safe. If any of the stock gets damaged or stolen then measures must be taken to make sure it does not happen again.
The Finance team are responsible at the end of each financial year, to record how well the organisation has performed financially.
In order to show how well the organisation has performed the Trading, Profit and Loss Account and the Balance Sheet are prepared.
The above documents will then be presented to Senior Management who will be informed of how much money the organisation has made or lost over the year.
This helps management in making decisions for the future. For example, if they need to cut costs they may decide to make some staff redundant. Or, alternatively, if they have made large profits, they may decide to open up a new store so that they can grow.
Paying Bills on behalf of the Organisation/Departments
The Finance team are responsible for paying for all purchases made within the organisation. You have recently learnt that a Department will submit a REQUISITION form to the Purchases department for new resources. This information is then passed on to the Finance team who actually PAY for the goods ordered.
When the supplier sends an INVOICE, the Finance team will check that it is correct. For example, check the quantity ordered; the price of each item etc.
It is essential that all invoices received are paid promptly to the supplier. This will help establish the supplier relationship which could lead to discounts and trade credit being offered in the future.
The most common method of payment the Finance team use is a CHEQUE.
The Finance team will ensure that an accurate record of all cheques paid is kept to make sure that cash is being transferred appropriately.
If the Finance team are paying the supplier using a cheque the supplier is known as the PAYEE.
The amount to be paid is written in text in full as well as in figures in the box at the side.
The person who signs the cheque will be an authorised employee of the Finance team. There will be a limited amount of employees who are allowed to sign cheques to make sure that nobody is misusing the organisation’s cash.
Each cheque has a STUB. This means that when a cheque has been written and removed from the chequebook, the stub is left. To keep an accurate record, the stub will display the amount of money paid, to whom and on which date.
The cheque has not been signed.
The signature is false.
The cheque has been dated in advance of when it is received.
The text showing the total amount is different from the numbers showing the total amount.
The cheque appears to have been falsified eg. The account number has been changed or the date has been changed.
The Human Resources Department is responsible for recruiting potential candidates for the job.
In order to do this effectively, there are a number of steps involved in the recruitment process:
Preparing a JOB DESCRIPTION – this clearly describes the nature of the job and what it involves.
Preparing a PERSON SPECIFICATION – this clearly describes the type of person the organisation believes will best suit the job.
Advertising the vacancy – it is important that the Human Resources team identifies the most suitable place to advertise eg. Local newspaper; Internet; radio etc.
Determining if the job should be advertised INTERNALLY or EXTERNALLY. Internal recruitment means that an existing employee is given the job (promoted) whereas external recruitment means that the successful candidate comes from outwith the organisation.
The Human Resources Department is responsible for selecting the best candidate for the job.
In order to do this effectively, there are a number of steps involved in the selection process:
Gather all the applications forms received and identify the most suitable candidates.
Arrange interviews for the selected candidates. Normally, there are at least 2 rounds of interviews: the first one is referred to as the LONG LEAT usually consisting of 6 – 8 candidates. The most successful 2 or 3 candidates would then be invited back for a second interview referred to as the SHORT LEAT.
Once references have been consulted, the successful candidate will be informed of their success and be offered the job.
It is then important for all the unsuccessful candidates to be thanked for their interest in the organisation and provided with feedback as to why they didn’t get the job.
The Human Resources Department is responsible for ensuring that each employee receives appropriate training to ensure that they know how to do their job and that their skills are developed regularly.
Training courses are provided either in-house or at external venues whereby more specialist staff can train the employees.
If the Human Resources team ensure that the workforce is receiving up-to-date training opportunities this will mean that the employees will be motivated and keen to develop. This will result in a happier and more productive workforce.