BUSINESS SYSTEMISATION

- SYSTEMS -
S Y S T E M I S A T I O N M A N U A L

V4 – 04.07.08

Strategic Business Development

Management systems

System sub-category Description System type Description

Corporate management Contracts Business support  Negotiate, draft, review and execution of contracts.
Authority levels.
Corporate management Intellectual property Business support  Developing and protecting intellectual property.
Corporate management Insurance coverage Business support  Guidelines for coverage required, obtaining quotes and
selecting cover.
Corporate management Federal and state taxes Business support  Reporting and paying.
Corporate management Financial records Business support  What information to check, where and for how long. Tax
records – profit & loss, asset registers, etc.
Corporate management Investor/shareholder relations Business support  Investor register, share registry, reporting requirements,
Federal regulator requirements.

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S Y S T E M I S A T I O N
System sub-category
Corporate management
Corporate management
Corporate management
Corporate management
Corporate management
Corporate management
Corporate management
Corporate management
Financial management
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M A N U A L
Description System type Description
Growth management Business  Information required to plan and manage for growth.
support/turnover
driver
Statutory requirements Business support  List of statutory requirements and how and when tasks
need to be completed.
Company Key performance Business support  Identify all company performance indicators and how
indicators calculated, information needing to be recorded and
when to report.
Brand name development. Business support  Tasks to do to build brand.
Succession Plan Business support  Build redundancy into the business.
Tax planning Turnover driver  Information required, when and who to meet with to
develop tax minimization strategies.
Corporate governance Business support  What governance means and guidelines on how to
govern.
Board of directors – reporting. Business support  Information required by the board and how often. i.e.
financials, competitor information, progress on
projects, etc.
Financial management and control Business support  Daily, weekly, monthly, quarterly, half yearly reports
required, what needs to be monitored and when. Also
triggers levels and required course of action should
these levels be reached.
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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Financial management Financial risk management Business support  Debt management, currency exchange, loss provisions,
debtors management, cashflow etc. Guidelines for
information to collect and report trigger levels and
courses of action required should these be reached.
Business Growth Organic Growth Turnover driver  Yearly process of looking at business in terms of growth,
establishing a plan of action, and reporting
requirements to monitor progress.
Business Growth Acquisition Turnover driver  Guidelines to use in acquiring other businesses, risk
assessment guidelines etc.

Financial Systems

System sub-category Description System type Description

Maintaining office supplies Stock control Business support  Principals of stock control and the system your business
uses. Common problems and what to do.
Maintaining office supplies Stock records Business support  Filing of records, information to record.
Maintaining office supplies External orders Business support  How to place an order for office equipment
Maintaining office supplies Minding & operating store Business support  Stores operation and recording required
Maintaining office supplies Computerised stock control Business support  How to use system, common problems and how to deal
with these,
Business documents Purchase orders Business support  Section in computer folder in how to create purchase
orders.

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Business documents Invoices Business support  Section in computer folder in how to create.
Business documents Delivery docket Business support  Section in computer folder in how to create.
Business documents Credit note Business support  Section in computer folder in how to create.
Business documents Statement of account Business support  Section in computer folder in how to create.
Financial reports Profit and loss Business support  Section in computer folder on how to create report.
Financial reports Balance sheet Business support  Section in computer folder on how to create report.
Financial reports Cashflow Business support  Section in computer folder on how to create report.
Financial reports Budgets and forecasts Business support  Section in computer folder on how to create report.
Financial reports Budget versus actual Business support  Section in computer folder on how to create report.
Financial reports Financial ratios Business support  Section in computer folder on how to create report.
Financial reports Asset register Business support  Section in computer folder on how to create report.
Financial reports Future financial needs Business support  Section in computer folder on how to create report.
Financial institutions Cheque accounts, credit cards, trust Business support  Account details, branch, signatories.
accounts, overdraft facilities, loan
accounts, vehicle hire
purchase/lease agreements
Receiving and banking cash Receiving cash Business support  Procedure for how to receive cash, receipts to be given,
and cheques records to be kept for cash transactions.
Receiving and banking cash Receipt Business support  Where to keep receipts and deposit slips.
and cheques

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Receiving and banking cash Cash register Business support  Operating register, balancing till, accuracy required.
and cheques
Receiving and banking cash Cheque Business support  ID required, information to be recorded, ensure cheque is
and cheques correctly completed, when not to accept.
Receiving and banking cash Legal tender Business support  Accepting money.
and cheques
Receiving and banking cash Banking daily takings Business support  How to record, when needs to be completed by and to the
and cheques bank.
Receiving and banking cash EFTPOS & Credit Card Business support  How to operate, settle at end of day, banking and records
and cheques transactions to keep.
Bank reconciliation statements Bank statement Business support  How to file, when are they required, who will need them.
Bank reconciliation statements Cash book Business support  How to record.
Bank reconciliation statements Bank reconciliation statement Business support  How to prepare and what to do with it when finished.
Bank reconciliation statements Accounts in debit Business support  How to monitor, establish triggers levels as warnings,
what to do when debt is approaching and crossing
trigger levels.
Petty cash funds Imprest system Business support  Explain operation method of petty cash system.
Petty cash funds Petty cash voucher Business support  How to issue vouchers, record and where to find.
Petty cash funds Petty cash book Business support  Type of book to be used.
Petty cash funds Closing off book Business support  How to write up and close off book at day’s end.

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S Y S T E M I S A T I O N
System sub-category
Payroll procedures
Payroll procedures
Payroll procedures
Payroll procedures
Payroll procedures
Payroll procedures
Payroll procedures
Financial records
Accounting Program
Order Processing Systems
Order Processing Systems
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M A N U A L
Description
Working hours
Hourly rates
Employees earnings &
employment record
Wages books/payroll register
Payment of wages and salaries
Holiday pay
Tax obligations
Records & Storage
Instructions on use
Taking & recording orders
Fulfilling & packaging orders
System type Description
Business support  How and where to record working hours. Templates of
time cards, diary, timesheets.
Business support  Template of Employee information sheet
 Information completed at employee induction.
Business support  Template of employment record. Procedure for using
employment record.
Business support  Wages book – what to use. Procedure for using wages
book.
Business support  Template for payslip. How and when to pay wages. How
to calculate gross & net pay amount. Recording of
retirement benefits, sick leave, etc.
Business support  Template of annual leave form. Procedure of how to
apply for annual leave.
Business support  Checklist for obligations required from Tax Office.
Business support  Checklist of records to be kept, for who and where to
store, filing systems
Business support  Indexed folder designed to explain how to perform
regular procedures and solve common problems, where
to find manufacturer’s manual.
Business support  How to take orders by mail, fax, phone, online, what to
record and where does this information is recorded.
Business support  How to fulfil and package orders and record.
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System sub-category Description System type Description

Order Processing Systems Sending orders Business support  How to send orders out and record. Management of
freight/postage receipts.
Order Processing Systems Accounts with suppliers Business support  Setting up accounts, list of accounts, where to record and
how to track what is owed.
Billing and Accounts Billing of customers Business support  When and how to bill customers
Receivable
Billing and Accounts Receiving & crediting for Business support  How to record payments (whether cash, cheque or credit
Receivable payments. card).
Billing and Accounts Overdue accounts Business support  Procedure for handling overdue accounts, reporting
Receivable requirements.
Billing and Accounts Collection process on overdue Business support  Procedure and information required when using legal
Receivable accounts team for collection.
Accounts Payable Systems Purchasing procedures and Business support  Levels of authority, how to place an order etc
approvals required
Accounts Payable Systems Payment process for supplies and Business support  When and how to pay suppliers.
inventory
Accounts Payable Systems Petty cash Business support  When and how to use petty cash, receipts required.
Accounts Payable Systems Daily banking system Business support  How to bank money, records required.
Physical Space & Equipment Upgrade office equipment Business support  Procedure for evaluation and justification for new
Management regularly (use technology) equipment

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Physical Space & Equipment Schedule and complete regular Business support  Template for asset information recording. Record all
Management maintenance on all equipment relevant information for equipment in one handy place
and include maintenance requirements so easy to
schedule. Checklists.
Physical Space & Equipment Internal and external email Business support
Management
Physical Space & Equipment Machinery automation and Business support  Project procedures for machinery improvements.
Management upgrade
Physical Space & Equipment Telephone, electrical & computer Business support  Checklist of requirements for designing new systems,
Management systems maintaining and upgrading.
Physical Space & Equipment Planning permits and fees Business support  Where to find information. Development and planning
Management consents. Local council contacts.

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S Y S T E M I S A T I O N M A N U A L

Legal Systems

System sub-category Description System type Description

General Corporate Business entity selection Business support  Checklist of information required to ensure correct
selection made.
General Corporate Partner agreements Business support  Information required and advice to seek
General Corporate Buy-Sell agreements Business support  Information required and advice to seek
General Corporate Licenses, licensing and franchising Business support  Procedure for recruitment, documents required, legal
input, etc.
General Corporate Regulatory compliance (corporate Business support  Procedures and checks to ensure compliance.
and tax)
General Corporate Office lease or purchase contracts Business support  Authority levels, procedure for review.
Consumer Laws Terms and conditions of sale Business support  Template of Terms & Conditions which has been
approved by legal team.
Consumer Laws Direct Mail Business support  Relevant checklist to ensure compliance with laws.
Consumer Laws Product liability laws Business support  Relevant checklist to ensure compliance with laws and
limit risk.
Consumer Laws Truth in advertising laws Business support  Relevant checklist to ensure compliance with laws.
Consumer Laws Environmental laws Business support  Relevant checklist to ensure compliance with laws.
Contracts With suppliers Business support  Template of Terms & Conditions approved by legal
team.

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Contracts With wholesalers Business support  Template of Terms & Conditions approved by legal
team.
Contracts With employees Business support  Template of Terms & Conditions approved by legal
team.
Contracts Warranties Business support  Template of Terms & Conditions approved by legal
team.
Contracts Guarantees Business support  Template of Terms & Conditions approved by legal
team.
Intellectual Property Labour hire agreements Business support  Template of Terms & Conditions approved by legal
team.
Intellectual Property Nondisclosure agreements Business support  Template of Terms & Conditions approved by legal
team.
Intellectual Property Copyrights, Mask works, Patents, Business support  Checklist to ensure protected, when to involve legal
Trademarks, Licensing. team.
Employment/Labour Laws Employee agreements Business support  Standard agreements approved by legal team.
Employment/Labour Laws Employee disputes Business support  Dispute resolution procedure.
Employment/Labour Laws Workplace Safety Business support  Induction checklist for new employees. Checklist to
regular check for safety inspections are carried out on a
regular basis. Clear procedures of action steps required
in the event of certain events. Ensure compliance with
relevant statutory regulations.

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Employment/Labour Laws Discrimination Business support  Written discrimination policy that all employees are
aware of. Procedure of how to report discrimination
and action steps to follow on.
Employment/Labour Laws Workers compensation Business support  Checklist to engage and ensure adequately covered.
Procedure of what to do in the event of a claim.
Employment/Labour Laws Retirement accounts Business support  Procedures for calculation, payment and recording to
(superannuation, IRA) retirement accounts in accordance with relevant laws.
Securities and Debt Equipment leasing or purchase Business support  Procedure for review, approval and signing. May require
Instruments legal team. Procedure to manage payments.
Securities and Debt Loan documents Business support  Procedure for review, approval and signing. May require
Instruments legal team. Procedure to manage payments.
Securities and Debt Private placements Business support  Summary sheet of requirements, legal review,
Instruments negotiation and approval.
Securities and Debt IPOs Business support  Summary sheet of requirements, legal review,
Instruments negotiation and approval. Assemble an experienced
team.
Stakeholder Issues Corporate bylaws Business support  Summary sheet/checklist of important compliance issues.
Stakeholder Issues Board authority Business support  Checklist of information required for board level
approval.
Stakeholder Issues Stock issuance Business support  Legal & finance team involved. Compliance with
relevant statutory authority.

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Stakeholder Issues Mergers and acquisitions Business support  Legal & finance team involved. Compliance with
relevant statutory authority.
Stakeholder Issues Spin-offs Business support  Legal and finance team involved. Compliance with
relevant statutory authority.

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S Y S T E M I S A T I O N
Administration Systems
System sub-category
Rights and responsibilities in
the office environment
Rights and responsibilities in
the office environment
Rights and responsibilities in
the office environment
Rights and responsibilities in
the office environment
Using the telephone, facsimile
and email
Using the telephone, facsimile
and email
Using the telephone, facsimile
and email
Using the telephone, facsimile
and email
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M A N U A L
Description System type Description
Employer/employee Business support  Checklist for compliance with Statutory authority and
awards.
Awards and conditions of Business support  Checklist for compliance with Statutory authority and
employment awards.
Health and safety Business support  Induction system and ongoing compliance. Use a
checklist for regular checking and inspections.
Working environment Business support  Checklist for compliance with Statutory authority and
awards.
Answering the telephone – voice, Business  Scripts and system for answering the phone, transferring,
greeting, transferring, messages, support/Turnover taking messages, handling difficult callers, ending the
difficult callers, scripts, ending. driver (use of scripts) conversation. Use of voice and tone and choice of
words.
Outgoing calls – records Business support  How to make outgoing calls. Recording of calls. Scripts
for introducing yourself and business and ending
conversations.
Sending and receiving faxes Business support  How to use the fax machine. What needs to be copied
and where to file incoming and outgoing faxes. Rules
for use of fax.
Sending and receiving emails Business support  How to use the email. What needs to be copied and
where to file incoming and outgoing emails. Rules for
use of email.
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System sub-category Description System type Description

Processing mail & deliveries
Processing mail & deliveries
Processing mail & deliveries
Processing mail & deliveries
Processing mail & deliveries
Producing documents and
processing information
Producing documents and
processing information
Producing documents and
processing information
Producing documents and
processing information
Producing documents and
processing information
Filing and indexing
Receiving and opening the mail
Internal mail
Outgoing
Electronic
Freight/courier
Word processing standards
Document templates
Copyright
Databases and spreadsheets
Document control procedures
Records management and filing
procedures
Business support  When the mail needs to collected, where to collect, when
needs to be distributed.
Business support  When the mail needs to collected, where to collect, when
needs to be distributed.
Business support  When the mail needs to collected, where to collect, when
needs to be distributed.
Business support  Procedures for central filing, who needs a copy, rules of
use and conduct.
Business support  Choice of courier, how to send and organise pick up,
receiving packages, receipts to be keep, filing of.
Business support  Standard template documents for letters, emails, faxes,
transmittals. Standard for lettering and formatting of
documents and reports.
Business support  List of standard documents and where kept.
Business support  Copyright procedure and permission to use.
Business support  Standard template documents for databases and
spreadsheets. How to use packages.
Business support  Method of controlling document flow. Recording of
document flow, especially external to business.
Business support  Procedure and requirements for filing. What needs to be
filed, how and where.

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Filing and indexing File security Business support  Password protection procedures for electronic
documents. Filing cabinet security procedures.
Filing and indexing Indexes Business support  Index system used, how to use and where to find.
Filing and indexing Storage Business support  Location of external storage and how to access.
General Administrative Purchasing and maintaining office Business support  Record of stock movement, purchasing procedure,
Functions supplies and equipment authority required, where to purchase from.
General Administrative Backing up and archiving data Business support  How, when and storage of back up medium.
Functions
General Administrative Office reception and customer Business support  Presentation of offices and reception area. Scripts for
Functions interaction greeting and standard interactions with customers.
General Administrative Emptying the bins Business support  How, where to empty.
Functions
General Administrative Cleaning of the offices/premises Business support  How, and when.
Functions
General Administrative Document destruction Business support  Requirements for document destruction. And how to go
Functions about.

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S Y S T E M I S A T I O N
Product Systems
System sub-category
Product/Service Development
Product/Service Development
Product/Service Development
Product/Service Development
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
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M A N U A L
Description
Developing product/services
Developing packaging and
collateral material (e.g. catalogues)
Developing
manufacturing/sourcing method
and process
Developing
manufacturing/sourcing costing
and bidding process
Quotes and vendor selection
Product or service warranties
Product or service pricing
Reorder process for inventory
production
Receiving and storing product or
inventory
Reconciling physical inventory
with accounting records
System type Description
Business support  Checklist of steps & approvals required.
Business support  Checklist of steps & approvals required.
Business support  Checklist of steps & approvals required.
Business support  Checklist of steps & approvals required.
Business support  Checklist for bidding and tender selection process.
Business support  Approval procedure in determining level of warranties
offered.
Business support  Checklist for determining pricing levels.
Business support  Procedure for establishing trigger levels for stock
reordering, how to use trigger levels, reports required
and how to identify if trigger levels are adequate or not.
Business support  Procedure for receiving and storing of inventory.
Planning of storage areas.
Business support  Checklist. Receipts and information required to
reconcile. How to reconcile. Common problems.
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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Manufacturing and Inventory
Regular stock control check ups
Purchasing and stock receiving
system
Order tracking system
Confirm details before service or
product delivery
Forecast stock movements
Reorganise stock according to
highest turnover
Freight, couriers and vehicles
Just in time (JIT) stock delivery
system
Business support  How to complete regular stock takes.
Business support  Procedure for purchase and receiving of stock.
Business support  How to use an order tracking systems, follow up
procedures. Reports required to identify late deliveries.
Business support  Confirmation of delivery address.
Business support  How to forecast stock movements and inventory
requirements.
Business support  Procedure for evaluating effectiveness and efficiency of
warehousing and reorganisation to improve.
Business support  Using transport companies, ensure delivery can be
tracked, etc.
Business support  How to use JIT inventory control.

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S Y S T E M I S A T I O N M A N U A L

People Systems

System sub-category Description System type Description

Organisational Chart Job descriptions and position Business support  Complete a job description, a position contract for each
contracts position in your organisation. Complete a position how
to manual (systems relevant for that job). List on the
systems schedule which positions are responsible for
each of the systems.
Hiring employees &/or Interviewing Business support  Procedures for the interviewing, evaluation and selection
contractors of employees and/or contractors.
Hiring employees &/or Employee agreements Business support  Write standard employee agreements and obtain legal
contractors advice as required. Develop further to suit each
employee as required. Positional contract is included in
this.
Hiring employees &/or Employee Induction Business support  Induction checklist to cover statutory requirements like
contractors (Note: sample of employee WPH&S, Awards, Discrimination policy, Sexual
induction system has been included Harassment policy, Employment conditions etc.
in this module) Introduction to fellow workers etc. Give a position
folder containing relevant systems and responsibilities
for position employee has been hired for.
Hiring employees &/or Systems induction Business support  Induction checklist to cover all relevant systems required
contractors for employee to use with their job position. Includes
payroll processes etc.

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Hiring employees &/or Training employees Turnover driver  Specific training modules for employees. Time
contractors management, product knowledge, sales training,
customer service, customer care, using the telephone,
team skills, etc.
Hiring employees &/or Incentive programs for staff Turnover driver  Incentive programs that link rewards specific to the
contractors employee and to company profit KPIs through the
job/position KPIs.
Hiring employees &/or Recognition program Turnover driver  Program to recognise employee achievements.
contractors
Hiring employees &/or Subscribe to educational books, Turnover driver  Encourage learning and developing of skills.
contractors newsletters, magazines etc
Hiring employees &/or Performance reviews Turnover  Procedure for quarterly, half yearly and yearly reviews to
contractors driver/Business establish new goals and targets, review progress and
support identify any problems and how to improve the
situation. Include for performance based incentives and
recognition.
Hiring employees &/or Social club Turnover  Establish a team social club. Encourage your team to
contractors driver/Business “hang” together.
support
Hiring employees &/or Conflict/Negativity resolution Turnover  Procedure for handling conflicts and negativity within
contractors driver/Business the workplace.
support
Hiring employees &/or Team meetings Turnover  Procedures to ensure communication is flowing within
contractors driver/Business the company. Also can be a peer driven performance.
support

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S Y S T E M I S A T I O N M A N U A L

System sub-category Description System type Description

Hiring employees &/or Develop contingency staffing plans Business support  Procedures to cover for people who are not around for
contractors whatever reason.

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S Y S T E M I S A T I O N M A N U A L

Information Technology Systems

System sub-category Description System type Description

Information Technology New software/hardware Business Support  Evaluation procedure for considering and justifying new
technology purchases.
Information Technology Support Memberships Business support  List of contacts and membership numbers for technical
support for software and hardware.
Information Technology Computer back up system Business support  Procedure for daily, weekly, monthly back up of
computer system and control of memory.

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S Y S T E M I S A T I O N M A N U A L

Quality Control/Best Practice Systems

System sub-category Description System type Description

Best Practice Turnover  Visit other businesses/companies in other fields as well
Driver/Business as your own and learn what they do well, why and how.
Support Convert ideas to your industry. Develop into USP.
Quality Control Business Support  Develop quality control procedures and checks. Become
certified. Maybe part of USP.

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S Y S T E M I S A T I O N M A N U A L

Risk Management Systems

System sub-category Description System type Description

Financial risk management Financial Ratios Business support  Establish trigger levels for debt, cashflow etc.
Financial risk management Financial Risk Management Business support  List of reports required and when.
Report
Legal risk management Asset protection Business support  Guidelines for purchasing assets, entities to use.

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S Y S T E M I S A T I O N M A N U A L

Systems Development

System sub-category Description System type Description

Systems Improvement Testing and measuring Business support  Results to be tracked and measured and how.
Systems Development Business support  Procedure on how to develop systems

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S Y S T E M I S A T I O N M A N U A L

Marketing Systems

Sub-category Description System type Description

Getting more of the right Lead generation Turnover driver  Procedures for developing leads. Ensure the system covers
customers tracking and measuring of results and a cost analysis.
Getting More of the Advertising Turnover driver  Procedures for advertising. Yellow Pages, newspapers,
Right Customers periodicals, trade journals, radio, television, billboards,
press releases, letter box drops, inserts, catalogues,
brochures, web sites.
Getting More of the Referrals Turnover driver  Procedures for customer referrals. Capture testimonials,
Right Customers direct referrals, conducting surveys, networking.
Getting More of the Direct marketing Turnover driver  Procedures for door to door sales, telemarketing, mailouts,
Right Customers faxouts, email, surveys.
Getting More of the Guarantees Turnover driver  Designing, using and tracking guarantee results. Track
Right Customers response and call on guarantees. Quantify costs.
Getting More of the Risk reversal Turnover driver  Identify areas of customer risk and methods to remove risk
Right Customers (from the point of guarantees) for customer. Put into procedures.
Getting More of the Website Turnover driver  Procedures for developing, upgrading and maintaining
Right Customers company website.
Getting More of the Marketing promotion results analysis Turnover driver  Procedure for tracking and measuring all sales and marketing
Right Customers systems. Quantify results and cost analysis. Does it make or
lose you money?

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S Y S T E M I S A T I O N M A N U A L

Sub-category Description System type Description

Turn lookers into buyers Sales Scripts Turnover driver  Develop scripts for use on the phone and in person to aid in
converting the sale.
Turn Lookers into Sales and marketing systems Turnover driver  Document all sales and marketing systems. From sales
Buyers scripts, telephone scripts, direct mail, guarantees,
Turn Lookers Into Customer surveys Turnover  Procedures to capture why customers purchased and why
Buyers Driver/Business they didn’t.
Support
Increase average dollar Package deals Turnover driver  Procedure for creating and selling package deals. Increase the
sale perceived value of your offers.
Increase average dollar Up selling, cross selling Turnover driver  Develop scripts for use on the phone, in person and
sale advertising to aid in increasing the sale. Think of
McDonald’s, “Do you want fries with that?”
Increase average dollar Adding to purchases Turnover driver  Checklists and scripts for helping customers plan their
sale spending. i.e. hardware store … ”Do you need a paint brush
with that can of paint?”
Increase average dollar Impulse buying Turnover driver  Layout of store and arrangement of products to increase
sale impulse buying
Increase average dollar Tidy and arrange your store Turnover driver  Procedure for keeping shelves full and neat and tidy.
sale
Increase profit per sale Price increases Turnover driver  Procedure for regular review of pricing. Easy way to increase
net profit for business.

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S Y S T E M I S A T I O N
Sub-category
Increase profit per sale
Increase profit per sale
Increase profit per sale
Increase number of
times a customer buys
Increase number of
times a customer buys
Increase number of
times a customer buys
Increase number of
times a customer buys
Increase number of
times a customer buys
Increase number of
times a customer buys
 2004 – 2013. Alchemy Deal Making. All Rights Reserved
M A N U A L
Description System type Description
Selling more higher margin Turnover driver  Procedure for identifying and tracking sales per
products/services product/service. Calculate the net profit margin per
product/service. Focus your sales processes around the sale
of these higher margin items.
Cost reduction Turnover driver  Procedure for controlling expenses and tracking costs.
Especially labour and overtime costs. Look for productivity
gains to be made.
Staff incentives Turnover driver  Procedure for identifying staff incentives and then relating
incentives to focus on selling higher margin items.
Back end selling Turnover driver  Procedure & scripts to improve back end sales. Link with
database and other marketing methods.
Loyalty programs (also links to “Winning Turnover driver  Describe why, how,
the Customer’s Heart”)
Under promise and over deliver Turnover driver  Describe procedures and scripts to use and ways to add
perceived value to your products/services and the customer
service you provide.
Contact your customers Turnover driver  Procedure and scripts for keeping in regular contact with your
customers. More contact, more sales.
Special offers Turnover driver  Describe procedures for making a special offer, bundling
products together, an offer on next purchase, etc
Credit Turnover driver  Describe procedures for offering your customers credit,
information required, risk management processes etc.
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S Y S T E M I S A T I O N M A N U A L

Sub-category Description System type Description

Winning the Customer’s Database management Business support  Procedures for capturing client data, using the data to drive
Heart sales, loyalty and referral programs. Need to consider all
avenues of contact with clients (phone, website, walk in
etc).
Winning the Customer’s Database systems Business support  Use a purpose designed computer database program - manage
Heart your customers, their buying patterns and your business.
Complete systems for use and maintaining accurate up to
date data on customers.
Winning the Customer’s Analysing and tracking sales statistics Turnover  Procedure for collection and use of sales statistics.
Heart Driver/Business
Support
Winning the Customer’s Returns procedure for inventory Business Support  Procedure for return of goods. Must be customer friendly.
Heart receiving and customer payment return
Winning the Customer’s Responding to customer complaints Business support  Procedure for recording and responding to the satisfaction of
Heart the customer about their complaint.
Winning the Customer’s Replacing defective product or Business Support  Procedure for return of goods and warranty service. Must be
Heart performing other warranty service customer friendly.

Winning the Customer’s Service excellence Turnover Driver  Procedures for ensuring excellent and consistent customer
Heart service. This will link to use of telephone through to
handling of complaints.
Business Strategy USP Turnover driver  Procedures for developing and using your unique selling
proposition. Everyone in the organisation needs to
understand and know how to use. Incorporate into scripts,
invoices, purchase orders, advertising etc.

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S Y S T E M I S A T I O N
Sub-category
Image & Branding
1 Hour Business Plan
1 Hour Business Plan
1 Hour Business Plan
1 Hour Business Plan
 2004 – 2013. Alchemy Deal Making. All Rights Reserved
M A N U A L
Description
Office/store presentation
Designing and producing promotional
materials
Creating an advertising plan
Public relations
Creating a direct mail plan
System type Description
Business Support  Procedures for keeping the office/store clean, neat and tidy.
Business Support  Procedure and guidelines for the production of new
promotional materials. Authority approvals required. Look
at past successes. Maybe reuse.
Business Support  Procedure and guidelines for developing an advertising plan.
Retain and track past advertisements and promotions.
Adjust and/or rerun if the promotion was successful.
Business Support  Procedures for public relations. Be proactive. Can use to
advantage and align with customer interests with charity
support, local community involvement etc.
Business Support  Procedure and guidelines for developing a direct mail plan.
Use past adds and learn from them or rerun if successfully
promotion.
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S Y S T E M I S A T I O N M A N U A L

Employee Induction Check List

Introduction to the position

Content Points to be covered Instructions/aids required Tick when complete

Company overview  Owner explains their idea of the business and how it is  Operations Manual
intended to operate.  Any information or
 Why you believe you are the best company in your area of brochures on company,
business product &/or services.
 Summarise the system through which the entire business
brings the idea to reality.
 Explain and demonstrate people & systems at work –
interdependence of people on systems and systems on
people.
 Answer clearly & fully all employee questions.
 Review the operations manual – Business mission,
organisation and structure, position contract.

The job itself and  Describe & discuss  Relevant systems folders
expectations  Duties (computer, telephone,
etc)
 How the position interacts with other positions within the
business  Position description

 New employees expectations of the job  List of tasks

 Meetings  Any product samples

 Priorities of work tasks  Customer service systems

etc

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S Y S T E M I S A T I O N M A N U A L

Content Points to be covered Instructions/aids required Tick when complete

Products & customers  Describe & discuss:

 Your product/service
 Your customers
 Level of customer service expected

Workplace tour  General layout of building  Map of building

 Show employees following areas:
 Timesheet/cards
 Toilet facilities/locker room
 Canteen/lunch facilities
 Fire extinguishers
 Emergency exits
 First aid facilities

Machinery & equipment  Demonstrate the safe usage of the equipment to be used in the  Manuals for all
job position equipment.
 Safety work sheet
 Safety data sheet if
chemicals involved.

Security & confidentiality  Explain security obligations that must be observed and the  Non-disclosure
confidentiality policy. agreement
 Security Policy

Introduction to work  Introduce employee to immediate supervisor/manager and  Names list and desk
colleagues fellow staff. location of fellow staff.

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S Y S T E M I S A T I O N M A N U A L

Content Points to be covered Instructions/aids required Tick when complete

Provide a staff list  Organisational chart including roles & responsibilities with  Employee list with job
employee’s names in job positions. title and internal phone
 Telephone directory for internal phone system. numbers

Introduction to company  Describe & discuss  Company training

training culture & policy  Company training history manuals

 Training plan  Log books

(apprenticeship or
 Apprentices traineeship)
 Traineeship
 In house training
 External training

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S Y S T E M I S A T I O N M A N U A L

Terms & Conditions Of Employment

Content Points to be covered Instructions/aids required Tick when complete

Hours of work  Starting & finishing times.  Applicable award.

 Meals & tea breaks.
 Overtime arrangements.

Time keeping  Location of time sheets/cards etc.  Time sheet/card

 Show location during
factory inspection.

Pay procedures  Amount, time & method of payment. 

Pension/Superannuation  Qualifying period.  Application form.

 Contributions – Company & employee.

Annual leave  Entitlements.  Applicable award.

 Process for applying for leave.  Leave application form.
 Any mandatory close down periods.

Public holidays  Entitlements – work on public holidays.  Applicable award.

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S Y S T E M I S A T I O N M A N U A L

Content Points to be covered Instructions/aids required Tick when complete

Sickness & absences  Leave entitlements:  Applicable award.

 Sick leave  Sick leave form.
 Maternity leave
 Paternity leave
 Family leave
 Long service leave
 Bereavement/emergency leave
 Regulations for sick leave (doctors certificate required after 2
days)
 Authority required for absences.

Contract of employment  Contract to cover main terms & conditions of employment.  Applicable award
 Forms required  Letter of appointment
 Employment declaration Form  Employment declaration
form

Staff profile sheet  Employee to provide personal information & emergency  Employee information
contact details. Include nearest relatives and list of any sheet
allergies.

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S Y S T E M I S A T I O N M A N U A L

General Welfare
Content Points to be covered Instructions/aids required Tick when complete

Locker rooms, toilet facilities  Location of facilities. Any rules regarding use of lockers or  Layout of building, with
other areas where staff may store belongings during the relevant areas marked.
day.  Include in workplace
tour.

Canteen/lunch facilities  Location of facilities. Any rules regarding their use. (Is  Layout of building with
coffee supplied, who cleans up, etc) relevant areas marked.
 Included in workplace
tour.

Smoking regulations  When and where smoking is permitted.

Public transport, car parking  Bus & train timetables. Location of bus & train stations.  Bus & train timetables.
 Location of car parks.  Location shown on UBD.
 Location of car parks on
layout of building.

Telephone rules  How to use the telephone system.  Systems manual for how
 Taking of messages. to use the telephone.

 Rules of usage (personal calls)  Systems manual with

scripts for how to
 How to answer the phone etc. answer the telephone,
take messages and
telephone manner, etc.

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S Y S T E M I S A T I O N M A N U A L

Content Points to be covered Instructions/aids required Tick when complete

Social activities  Social club

 Monthly lunches etc

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S Y S T E M I S A T I O N M A N U A L

Workplace Health & Safety Folder

Content Points to be covered Instructions/aids required Tick when complete

Accident procedures  Routine to be followed for simple and emergency situations  Accident report form or
 Use of accident report form or logbook. log book

 Importance of having all injuries treated & recorded.  Systems book showing
procedures for
 Introduction to Workplace Health & Safety Officer. recording and to whom
to report. In case of
serious accident or
death – list of steps to
follow to ensure
compliance with
statutory regulations.

Fire drills & alarms  What to do in the event of a fire.  Location of emergency
 Location of fire alarms and how they should be activated. numbers near all
telephones.
 Where to assemble after evacuation of building.
 Mark assembly location
 Who is responsible for checking everyone has come out. on the map of the
 Who turns alarms off if false alarm. building and
surrounding area.

Fire extinguishers  Location of extinguishers  Mark locations on the

 How to use an extinguisher. map of the building.

Emergency exits  Point out location of emergency exits & stairs.  Mark locations on the
map of the building.

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S Y S T E M I S A T I O N M A N U A L

Content Points to be covered Instructions/aids required Tick when complete

First aid facilities  Location of first aid box & location of trained first aid staff.  Mark locations on the
map of the building.

Personal precautions  Situations where long hair, loose clothing and jewellery may
be hazardous.
 Specify rules i.e. hairnets

Protective clothing &  Is protective clothing required? If so, in what areas?  Location of stores where
footwear  Is protective clothing supplied? you obtain protective
equipment.
 Where is protective clothing to be obtained?
 Brochure of clothing,
 What happens in the event of loss or damage? footwear or other
protective equipment.
 List of safety rules and
protective equipment
that must be worn in
various parts of the
workplace and in
performing certain
activities.

General housekeeping –  Discuss safety responsibilities of employer & employees.  Statutory Act &
accident prevention  Untidiness – how this leads to accidents and employees Regulations (i.e.
responsibilities. Australia - Workplace
Health & Safety Act)
 Disposal of rubbish.
 Material safety data
 Checking of equipment. sheets

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S Y S T E M I S A T I O N M A N U A L

Content Points to be covered Instructions/aids required Tick when complete

General housekeeping –  Location of emergency procedure information  Goods usage instruction

storage of flammable goods  Discuss reason for flammable & hazardous goods area. and/or material
& environmental hazardous handling sheets
substances  Mark location on map of
building

General housekeeping –  Location of power leads  Company policy manual

power leads, air hoses etc  Company policy regarding power leads & hoses over  Safety check list.
walkways etc.
 Power leads safety tags.
 Area for damaged leads and hoses

General housekeeping –  Location of designated waste disposal bins.  Company Policy Manual
waste management  Location of waste fluid drums.  Mark locations on map of
 Discuss waste management policy – reasons etc and safe building
disposal.

Machinery & equipment  Demonstrate the safe use of machinery & equipment used in  Manuals for all
the business. machinery &
equipment.
 Safety worksheets.

General behaviours  Discuss acceptable and non-acceptable behaviour, including  Sexual harassment policy
sexual harassment and discrimination  Non discrimination
policy
 General behaviour
guidelines

 2004 – 2013. Alchemy Deal Making. All Rights Reserved 40