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Small Business Management Toolbox

Learner’s Guide

BSB07 Business Services Training Series 12 Flexible Learning Toolbox

Supporting resources for: BSB40407 Certificate IV in Small Business Management

22/06/09: Version 2.0 First published August 2003

Learner's Guide

Table of contents Introduction ............................................................................................................... 1

Units of competency ................................................................................................ 1

Core units ............................................................................................................................................ 1

Elective units ....................................................................................................................................... 1

Hardware and software requirements .................................................................... 2

Hardware ............................................................................................................................................. 2

Software .............................................................................................................................................. 2

The Small Business Management Toolbox ............................................................ 3

Overview ............................................................................................................................................. 3

Navigation ........................................................................................................................................... 4

Accessibility .............................................................................................................. 7

Using the Toolbox components .............................................................................. 8

Your task ............................................................................................................................................. 8

Topics .................................................................................................................................................. 8

Self tests .............................................................................................................................................. 8

Activities .............................................................................................................................................. 9

Example businesses ........................................................................................................................... 9

References ........................................................................................................................................ 10

Details of the competencies .................................................................................. 11

BSBCUS401A Coordinate implementation of customer service strategies ...................................... 11

BSBWOR404A Develop work priorities ............................................................................................ 15

BSBSMB401A Establish legal and risk management requirements of small business .................... 18

BSBSMB407A Manage a small team ............................................................................................... 21

BSBSMB406A Manage small business finances .............................................................................. 24

BSBSMB405A Monitor and manage small business operations ...................................................... 29

BSBOHS407A Monitor a safe workplace .......................................................................................... 33

BSBSMB403A Market the small business ........................................................................................ 37

BSBSMB404A Undertake small business planning .......................................................................... 41

BSBSMB402A Plan small business finances ................................................................................... 48

Learner's Guide

© Commonwealth of Australia | Licensed under AEShareNet – S Licence Page 1

Introduction Welcome to the Learner's Guide for the Small Business Management Toolbox. This guide has been designed to help you use the Toolbox.

The Small Business Management Toolbox is designed to assist people working in or planning to work in small businesses. It is designed to provide small business owners and managers with a range of skills and competencies to enable them to establish and grow their small business ventures.

Units of competency The resources in the Toolbox cover the four core units and six possible elective units of competency required for BSB40407 Certificate IV in Small Business Management from the BSB07 Business Services Training Package.

Core units • BSBSMB401A Establish legal and risk management requirements of small business

• BSBSMB402A Plan small business finances

• BSBSMB403A Market the small business

• BSBSMB404A Undertake small business planning

Elective units • BSBWOR404A Develop work priorities

• BSBCUS401A Coordinate implementation of customer service strategies

• BSBOHS407A Monitor a safe workplace

• BSBSMB405A Monitor and manage small business operations

• BSBSMB406A Manage small business finances

• BSBSMB407A Manage a small team

Currently details of these units of competency are available at the National Training Information Service website <http://www.ntis.gov.au>. From the home page:

• select Search

• enter either the title (eg 'manage a small team’) or code (eg ‘BSBSMB407A’) for the unit of competency you require

• and search in 'Units of Competency'.

Learner's Guide


Hardware and software requirements

Hardware To use the learning material in this Toolbox, learners will need a computer with the following features:

• IBM® compatible with a 1000 MHz processor running Windows 2000, XP, Vista, or

• Apple Macintosh® with a 500 MHz processor running OSX v10.3.0 with:

o 256 Mb of RAM

o 1024 x 768 pixel display

o CD-ROM drive

o Internet access

o Sound card

Software Learners will also need the following software/plug-ins installed on their computer:

• Internet Explorer 6.0 or above (http://www.microsoft.com/ ) -- OR --

• Firefox 2.0 or above (http://www.mozilla.com/ ) -- OR --

• Safari 1.3 or above (http://www.apple.com/ )

• Microsoft® Word 97 or a similar word processing program to open and use downloadable forms, checklists and worksheets.

• Adobe® Flash Player 9. If you haven't got this plug-in, you can download and install the latest free version from: www.adobe.com

• Adobe® PDF Reader 6.0 or above. If you haven't got this plug-in, you can download and install the latest free version from: www.adobe.com

Incorrect versions of these applications could result in information being shown in an unreadable form or not shown at all.

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http://www.mozilla.com/�

http://www.apple.com/�

http://www.adobe.com/�

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Learner's Guide


The Small Business Management Toolbox

Overview Each of the units of competency covered by the Small Business Management Toolbox presents the following set of resources.

Your task An overriding activity, requiring you to apply knowledge and skills associated with the competency.

Topics Individual content areas dealing with specific aspects of the competency.

Self tests Short quizzes targeted at each topic that allow you to measure your current understanding.

Activities Opportunities for you to apply knowledge contained within topics and develop skills in various aspects of small business management.

Example businesses

Hypothetical businesses that you may wish to use for applying concepts and principles outlined in the topics, particularly if you do not currently run a business of your own.

References Additional sources of information such as books and websites. A quick reference guide to business terms is also included.

Section 3 of this guide examines these features in more detail and suggests some tips for using each in a learning strategy.

Learner's Guide


Navigation The Toolbox has been designed to ensure that navigation is as simple as possible. The following features have been included to assist movement around and between the resources.

The competencies screen is the first page that you see when accessing the Toolbox (ie the 'home page'). This screen provides access to all units of competency and a link to a page of useful tips for first time users.

Within each competency, all similar resources (topics, activities, self tests etc) are grouped together in separate sections, which are accessible via the top navigation bar.

First time user User receives navigation tips and general information about using the different resources available.

Competency list User selects an item to begin a unit.

Learner's Guide


Use the links at the right side of the top navigation bar to access the following.

• The Learner's Guide.

• The Home page (to view another competency).

• A list of Contents for the competency. This list of all relevant resources and provides single-click access to every resource within the competency.

• A link to a Discussion board or chat session. This feature will only be available if your trainer has arranged for it to be set up.

The 'breadcrumb' feature has been included immediately below the navigation bar on each screen. This indicates the position of the current screen within previous resource levels of the Toolbox.

In the example shown below, the topic 'Staff plans' has several subtopics. The subtopic of the current page is 'Job descriptions'. Each level of this breadcrumb can be clicked, providing a shortcut back to a specific preceding section of the resource.

'Breadcrumb'

Learner's Guide


Callout boxes on the right side of each screen indicate relationships between resources. For example, a callout box within a particular topic will direct you to activities or downloads pertaining to the specific content covered.

Learner's Guide


Accessibility The Small Business Management Toolbox has been designed to comply with accessibility standards, thus allowing learners with physical or learning disabilities or special literacy needs to use the online resources. For example:

• literacy needs for second language learners or those with low literacy levels have been catered for by using Plain English guidelines

• layout and fonts have taken into account the needs of screen-readers for the blind and visually impaired.

• visual images including Flash devices used for presentation of text, quizzes and interactive activities have alternative text provided describing and/or reproducing what they include.

NOTE: The Toolbox has been designed for learners studying competencies at Certificate IV level. These competencies require a certain level of language literacy appropriate to subject-specific vocabulary.

Learner's Guide


Using the Toolbox components The structure of resources within this Toolbox is consistent across each of the 11 competency standards.

This section describes each of these components.

Your task When you access a competency, you are initially presented with a task requiring you to apply the knowledge and skills associated with the competency to a small business. You may choose to apply the task to your own business, another that you can access or one of the 'Example businesses' provided within the Toolbox (see below for more information).

Topics The content of each competency is provided within several topics, which address a particular aspect of the work involved.

This structure allows for easier navigation throughout the resource, providing quick access to particular areas of relevance or interest.

Topics also emphasize particular points of relevance through the use of two additional features.

• Case studies demonstrate the practical applications or implications of theories and concepts presented in topics.

• Mentors provide additional information to learners about particular aspects of a topic. A particular character is used as the mentor in each competency standard, in order to provide an appropriately personable voice. For example, the mentor in 'BSBOHS407A Monitor a safe workplace' is a 'Safety Rep', while the mentor in 'BSBSMB404A Undertake small business planning ' is a 'Business advisor'.

Self tests Each competency includes several self tests (or quizzes) that allow you to test your knowledge of a particular subject area at any stage while working through the Toolbox resources.

Each self test addresses the content contained within a specific topic, providing you with an opportunity to identify specific gaps in your knowledge and subsequently use the Toolbox in the most efficient manner.

It should be emphasized that a self test is not a comprehensive examination of a your knowledge of a topic. Rather, it is there to highlight gaps in your knowledge so that you can focus your learning on these areas.

Learner's Guide


Activities The activities in each competency allow you to apply knowledge contained within topics and develop skills in various aspects of small business management.

There are several categories of activities available in the Toolbox.

Interactive activities use a variety of multimedia techniques to provide an engaging learning experience.

In accordance with web-based learning accessibility requirements, text-based alternatives have been provided for all interactive activities.

Practical activities require you to apply concepts and processes covered in the topics to practical situations within the workplace – either an actual business or one of the 'Example businesses' provided in this Toolbox.

Research activities require you to use the Internet and other sources of information to explore a specific content area in more detail. Some research activities require learners to prepare some form of submittable document, such as a checklist or report. Your trainer will provide you with information about submitting the results for such activities (email, post, etc).

Discussion starters prompt you to reflect on particular aspects of the content and then share their thoughts with other learners. This may involve a classroom activity, participation in an online discussion board or chat session, email communication with other learners or group work. Activities can be accessed from the related theory in the Topics screens. Alternatively, all activities for a competency are listed in the Activities screen for that competency.

Example businesses The Toolbox includes various example businesses that you may wish to use for applying concepts and principles outlined in the topics. The main purpose of this feature is to provide situations for the application of tasks or activities to learners who do not have access to an actual business.

Each of these hypothetical examples provides information about the structure of the business, the staff, the nature of work undertaken and other details where required. Specific features of businesses may vary depending on the information required within each competency standard.

The example businesses found in each competency are listed below.

Learner's Guide


Competency Example business(es)

BSBCUS401A Coordinate implementation of customer service strategies

• JJ’s Maintenance Services – Cleaning and gardening services

BSBWOR404A Develop work priorities

• Restora-roof – Roof tile cleaning and repairs.

• Limestone Ridge Gallery – A gallery set in a heritage township.

• Hokey Pokie – Suburban gaming venue with a small restaurant.

BSBSMB401A Establish legal and risk management requirements of small business

• John’s photography business.

• Jan and Brians' take away café.

• Gus’ industrial safety supplies.

BSBSMB407A Manage a small team

• Seabreeze Supermarket – Small independent supermarket in a seaside town.

BSBSMB406A Manage small business finances

• Oz Collection Pty Ltd – Retailer and exporter of toys and collectors' items.

BSBOHS407A Monitor a safe workplace

• New-Home Cabinets and Interiors – Small cabinet making factory.

• ABC Printery.

• Christie’s Copy Centre.

BSBSMB405A Monitor and manage small business operations

• House Angels – Domestic cleaning agency.

BSBSMB403A Market the small business

• Bob’s Surf Shop

• Jill’s Gym for Females

BSBSMB404A Undertake small business planning

• Metro Tilers

BSBSMB402A Plan small business finances

• Oz Designz – A manufacturer of ‘modern furniture with style’.

References Each unit of competency contains a list of references that you may find useful for completing specific activities or researching topics of interest. These may include books, journals, websites and other sources of further information.

There is also a quick reference guide to business terms. This is a download document that can be viewed on the screen or printed out. The quick reference guide is the same for all competencies.

Learner's Guide


Details of the competencies

BSBCUS401A Coordinate implementation of customer service strategies The materials in this competency aim to give you the skills and knowledge needed to advise on and carry out customer service strategies, evaluate customer service strategies on the basis of feedback and design strategies for improvement.

Your learning map for this competency

Topics Download documents Activities

Communicating with your customers

Principles of communication

Active listening Communication tips Listening

Customer service

Assertive communication Tips for assertive communication

Assertive communication

Face to face communication

First contact

Telephone communication

Complaints Dealing with complaints Telephone communication

Barriers to effective communication

Learner's Guide



People with special needs

People with limited English

People with hearing and vision impairments

Disability services

Customer service strategies

Internal and external customers

Customer profiles Customer needs and wants

Customer expectations Customer expectations

Best practice

• Models

Meeting customer expectations

• Options to improve customer service standards

• Establishing service standards

• Four levels of customer service in a restaurant

• Monitoring customer satisfaction

Customer service standards

Customer service benchmarks

Customer service charter

Customer services standards

Customer service benchmarks

Customer charter

Policies and procedures Refund policy

Learner's Guide



Complaints Positive and negative resolutions

Common problems relating to customer service

Research skills

Resources

Target group

Sample size

Questions

• Number of questions

• Guidelines for overall format

• Sample survey

Tips for writing questions

Sample survey

Sample survey

Improving a survey

Delivery

Results

• Analysing your survey data

Sample survey results

Computer software

Presenting findings

• Business technology

• Written reports

• Informal reports

Reports

Learner's Guide



Making changes

Best practice

• Strategies to improve delivery of products and services

• Customer friendly systems

• Teamwork

Culture Business culture

Training and mentoring

• Training plans

• Rewards

Problem solving • Four main steps in dealing

with complaints

Review

Relevance to other competencies Useful additional material for this unit may be found in the following competencies.

• BSBSMB401A Establish legal and risk management requirements of small business (Regulations)

• BSBSMB407A Manage a small team (Staff management)

• BSBSMB405A Monitor and manage small business operations (Quality assurance, as well as Systems and benchmarking)

• BSBSMB403A Market the small business (Market analysis and research, as well as Marketing planning)

Some of the material in this competency is also relevant as useful additional material for the competency 'BSBSMB404A Undertake small business planning '.

Learner's Guide


BSBWOR404A Develop work priorities The materials in this competency aim to give learners the skills and knowledge required to plan their own work schedules and to monitor and obtain feedback on their own work performance and development.



Planning your own work schedule

Work patterns

Work objectives

Scope of work objectives Classifying work objectives

Your own work objectives

Work priorities Priorities in a small business

Priorities in the workplace

Factors affecting work objectives

• Client needs

• Resources

• Targets

• Organisational or legislative requirements

• Unforeseen factors

Needs of your clients

Effect of resources

Resources to be considered

Targets

Organisational and legal requirements

Contingency plan

Short-term and long-term planning

Short-term and long-term planning

Learner's Guide



Planning methods

• Planning technology

• Traditional planning aids

• Personal planning methods

• Workgroup planning methods

Planning aids and methods

Technologies for planning

Processes for your own planning

Planning a work schedule

Developing effective workgroup plans

Planning strategies for your workgroup

Monitor own work performance

Forms of assessment

Methods of monitoring performance

Performance appraisal

Self assessment Employee assessment checklist

Feedback

• Obtaining feedback

• Questionnaires and surveys

• How feedback is used

Sample customer satisfaction survey

Sample survey and Critique of sample survey (for activity)

How others rate your work

Performance appraisal in your workplace

Improving a survey

Mentoring

Identifying variations in the quality of services or products

Carcass defect recording sheet

Quality control

Learner's Guide



Coordinate professional development

Determining development needs

Units of competency Units of competency

Personal knowledge and skills

Sources of learning Sources of learning

Planning the training activities

• Priorities

• Choosing the right provider

• When can the training happen?

• Try to think ahead

Career development

Keeping records of achievement and assessment

Keeping records

Learner's Guide


BSBSMB401A Establish legal and risk management requirements of small business The materials in this competency aim to enable you to identify and comply with legal and administrative requirements applicable when setting up or running existing micro and small businesses.



Structures, names, licences and permits

Overview activity – Business requirements

Structures

• Other examples

Business structure

Business names and numbers Business names

Licences and permits Licences and your business

Legislation

Intellectual property

• Protecting your ideas and image

• Intellectual property examples

Consumer legislation

• Australian Competition and Consumer Commission (ACCC)

Consumer legislations

Australian Competition and Consumer Commission (ACCC)

Manufacturers product liability

Consumer credit code

Learner's Guide



Law of Tort Trespass

Law of Contracts

Employment

Conditions of employment • Wages

• Other Award issues

• Employment and dismissal

• Sexual harassment

Awards

Sexual harassment

Anti-discrimination and equal opportunity

Superannuation Superannuation

Unions Unions

Occupational health and safety (OHS)

Workers compensation

Risk protection

Environment

Renting business premises

• Home business from rented premises

• Legal requirement for leased premises

Leasing rights

Home based businesses By-laws for your business

Learner's Guide



Property insurance

Income protection Income protection

Public liability

Car insurance

Record keeping

Legal documents

Financial records Record keeping systems

Taxation

Personnel records


Relevance to other competencies Useful additional material for this unit may be found in the competency 'BSBOHS407A Monitor a safe workplace'.

Some of the material in this competency is also relevant as useful additional material for the following competencies.




Learner's Guide


BSBSMB407A Manage a small team The materials in this competency cover planning and managing staff. They involve industrial relations, staff selection, staff records, induction, training and team development to enhance business operations.



Staff plans

Identifying staff requirements Business plans

Organisational structure Organisational structure

Job requirements

Staffing mix

Job descriptions Sample job description Job descriptions for staff

Person specifications Person specifications Person specifications

Forming your team

Recruiting staff

• Government assistance

• Advertising

• National standards

• Selection criteria

• Resumes

• Selection

Advertising regulations

Newspaper advertisements

Design advertisements

Employing friends and family

Who would you shortlist?

Learner's Guide



Interviewing Sample job application form

Questions to ask in a job interview

Open and closed questions

Reference checking

Staff records

• Systems

• Grievances

Sample employee leave form

Induction programs

Industrial relations

Regulations

• Awards

• Common Law

Awards

Legal standards

Employment conditions Negotiating an Agreement

Associations

Management styles

Team meetings Running meetings

Sharing information and ideas

Leading a team

• Leadership roles

Leadership roles

Choosing an appropriate management style

Difficult situations Tips for tricky times Handling difficult situations

Learner's Guide



Staff management

Review team performance Team performance review

Individual performance reviews

Training and development

Training plans

Meet training needs Training tips

Policies and procedures

• Policy contents

• Getting help

Sample policy and procedure manual

Recruitment policy


Changing needs in staffing

Contingency plan Contingency planning checklist

Contingency plans

Counselling, disciplinary and dismissal procedures

Procedures for terminating employment

Termination of employment

Relevance to other competencies Useful additional material for this unit may be found in the competencies.

• BSBSMB401A Establish legal and risk management requirements of small business (Record keeping)


• BSBSMB405A Monitor and manage small business operations (Management systems)

• BSBSMB404A Undertake small business planning (Staffing)

Learner's Guide


BSBSMB406A Manage small business finances The materials in this competency aim to give learners the skills they need to implement, monitor and review strategies for the ongoing management of finance in a small business. It also includes day-to-day financial management of the business.

Bookkeeping as such is not taught in detail in this competency but is referred to. For this course, learners need enough to be able to talk to and meet the needs of bookkeepers and accountants. Any learner interested in finding out more than this should consider taking a course dealing specifically with bookkeeping.

The topic ‘Managing your business cashflow’ is identical to the topic of the same name in the competency ‘BSBSMB402A Plan small business finances ’.



Keeping the books

Tax and legal obligations

Record keeping

• The importance of good record keeping

Basic bookkeeping

• Basic accounting concepts

• Business transaction and source documents

Purposes of bookkeeping

The cashbook and supporting journals

Example journals Basic bookkeeping

Double entry bookkeeping The basic rules of double entry bookkeeping

Learner's Guide



The bank reconciliation

• Preparing a bank reconciliation

• Possible causes of bank reconciliation error

How to prepare a bank reconciliation

Bank reconciliation statements

Financial statements

Balance sheets Fixed business assets

Capital Balance sheet of Beatrice Stow

Profit and Loss Statements

• Balance day adjustments

Sample profit and loss statement

Ratio Analysis Ratio analysis

Working Capital

• Calculating working capital (Example 1)



Insufficient working capital

Working capital

Cash cycle

Financial ratios

• Tracking overdue accounts

• The debtors aging report

Financial ratios

Financial Stability Ratios Financial stability ratios

Learner's Guide



Managing your business cashflow

How cashflow works

Components of cashflow Stock levels

Cashflow budget

What the cashflow budget shows

Preparing a cashflow budget

Estimating sales

Estimating cash inflows

Estimating cash outflows

What goes where

Entering data into a cashflow budget

Cashflow forecast

Taxation requirements

Business or hobby Business or hobby?

Business structures

Australian Business Numbers (ABNs)

Australian Business Numbers

Learner's Guide



Tax File Numbers (TFNs)

• Employees and Tax File Numbers

Tax File Number (TFN)

Withholding declaration

Goods and services tax (GST)

Pay As You Go (PAYG) withholding

• Payment timing

• Payment summaries

Tax tables

PAYG instalments

Fringe Benefits Tax (FBT)

Wine Equalisation Tax (WET)

Luxury car tax (LCT)

Diesel grants

Pay As You Go (PAYG) instalments

• Entities affected by the PAYG instalments

• Payment levels

Capital gains tax (CGT) Capital Gains Tax

Non-commercial losses

Alienation of personal services income

Alienation of personal services income

Superannuation guarantee

Business expenses Business expenses

Working from home Home office expenses

Learner's Guide



Rules and regulations affecting business finances

Occupational health and safety WorkCover

Environmental issues

Workplace relations Employment relations Awards

Staff records


• BSBSMB401A Establish legal and risk management requirements of small business






Learner's Guide


BSBSMB405A Monitor and manage small business operations The materials in this competency are concerned with the operation of a business and with the implementation of the business plan. Strategies presented involve monitoring, managing and reviewing operational procedures of a small business.



Management systems Business operations Performance measures

• Time-lined action plan

• Cashflow projection

• Annual planning wall charts

• 'To do' lists

• project management systems

• gantt charts

• flow charts

• software programs

Gantt charts

Flowcharts

Monitoring systems

Computer software programs

Staff management systems Outsourcing in your business

Performance appraisals • Key performance indicators

• Appraisal meetings

• Specialist skills

Your job description

Informal performance indicators

Learner's Guide



Stock control • Methods of production

• Managing retail stock

Production methods

Stock reserves

Ordering systems

Finance • Banking

• Monitoring business expenditure

A sample cashflow statement

Quality assurance

Quality control

• Benchmarking

• Quality control methods

• Personnel quality

• Quality of materials

Quality control

Production processes Production process checklist

Customer service

• Customer charters

Service quality and customer service

Industry codes of practice • Professional associations

• Trade associations

Codes of practice

Standards Australia Certification of standards

Learner's Guide



Legislative requirements

• Anti-discrimination and equal employment opportunity (EE) laws

• Occupational health and safety (OHS) laws

• Agreements

• Environmental laws

Innovation

• Risk and innovation

• Systematic innovation

• Staff culture

• Competition

• Finance

Risk management

A risk management plan

Insurance Public liability insurance

Identifying risks Identifying risks

Controlling the risks Identifying a risk in your business

Managing ergonomic risks

Financial risks

Learner's Guide



Occupational health and safety procedures and responsibilities

• Machinery, tools and equipment

• Hazardous substances

• Non-physical environment

• Safety signs and notices

Networking

Business promotion

Techniques for networking Business card design

Networking in chat rooms

Networking opportunities

Maintaining networks









• Coordinate implementation of customer services strategies



Learner's Guide


BSBOHS407A Monitor a safe workplace The materials in this competency aim to make learners aware of their responsibilities to implement and monitor Occupational Health and Safety policies (OHS), procedures and programs within their business to meet legislative requirements.



Rules and regulations Proactive safety strategies

Injuries and accidents in the workplace

• The cost of accidents and injuries

• The accident pyramid

• Common causes of accidents

The purpose and aims of the Act

• The duties of employers

• The duties of employees

• The duty of others

Safety at work

Acts and Regulations, Codes of Practice and Australian Standards

• Acts

• Regulations

• Codes of Practice

• Australian Standards

Learner's Guide



Safety representatives and committees • Work groups

• Health and safety representatives

• Health and safety committee

Designated work groups

Health and safety policy • What is a policy?

The role of WorkCover officers

• The power of WorkCover officers

• What do WorkCover officers look for?

Safety inspection checklist Machine safety

Safety inspection

Identifying hazards Office safety check

Workshop safety check

Physical hazards

• Mechanical hazards

• Slips, trips and falls

• Noise

• Temperature

• Electrical

Safe machinery checklist Safe machinery check

Workplace noise

Temperature hazards

Electrical safety

Chemical hazards Chemicals checklist Chemicals check

Radiation hazards

Ergonomic hazards Survey the work tasks

Psychological hazards Psychological hazards

Biological hazards

Learner's Guide



Controlling hazards Office safety check

Workshop safety check

Who assesses the risk? Hazard assessment checklist

Setting up a committee

How is the risk assessed? Assessing a hazard

Setting priorities

Methods of controlling hazards • Elimination

• Substitution

• Enclosure/isolation

• Engineering methods

• Work practices

• Administrative controls

• Training and education

• Personal protective equipment

Hierarchy of controls

Hierarchy of second level controls

Documenting a risk assessment Risk assessment Documenting risk

Training and involving staff

Identifying training needs Training needs assessment checklist

Training needs assessment

Conducting training

Crucial elements of effective training

Work group assessments and training

Interview checklist Safety training in a work group

The culture of the workplace Attitudes in your workplace

Learner's Guide


Relevance to other competencies Some of the material in this competency is also relevant as useful additional material for the following competencies.






Learner's Guide


BSBSMB403A Market the small business The materials in this competency aim to give you the skills needed to develop and implement marketing strategies and monitor and improve market performance.



Marketing planning Sample marketing plan

Marketing

The business plan

The marketing plan Sample marketing plan

Marketing goals Psychographics

The SWOT analysis New business opportunities

Your own SWOT analysis

Marketing segmentation

Implementation, evaluation and control

Advertising strategy

Learner's Guide



Market analysis and research

Market research checklist Researching the market

Marketing information approach • The six steps of the

marketing information approach

Types of market research • Secondary external research

• Seconddary internal research

• Primary research

• Qualitative and quantitative research

Sources of secondary external material

Secondary external research

Survey techniques

Customer satisfaction survey

• Understanding the customer

• Understanding the customer relationship

Interviewer influence

Customer satisfaction survey

Competitor analysis

Observational research

'Grass roots' information systems

• Customer complaints

• Sales team training

Learner's Guide



Marketing mix

Product

Price

Place Place strategies

Place and the Internet

Promotion

• Market communication goals

• The marketing communication mix

Television commercials

Evaluation

The marketing audit Accounting packages

Analysis of sales volume

• Total sales volume

• Analysing sales volume by territories

Sales targets and demand fluctuations

Sales by products

• Benefits analysis by size of order

• Territorial decisions

• Problems involved in cost analysis

• Findings from volume and cost analysis

Test marketing

Customer satisfaction Customer dissatisfaction

Learner's Guide


Relevance to other competencies Useful additional material for the task in this unit is found in the competency 'BSBSMB404A Undertake small business planning '.





Learner's Guide


BSBSMB404A Undertake small business planning The materials in this competency aim to give learners the skills they need for researching and developing a business plan to achieve business goals and objectives.



Your task Business plan template

The reasons for planning Is it worth starting a business?

Jo starts a business

Start-up Lending money to a friend to start a business

Repositioning Factors affecting position

Franchising Survey franchise operators

Consolidating or downsizing

Departmental planning Departmental strategic plans

What is a business plan? A business plan for staff

Different types of business plans and purposes

What business plans apply

Learner's Guide



General layout

• Executive summary

• Business description

• Mission, goals and objectives

• Marketing research (current and future business envionment)

• Marketing strategy and tactics

• Production/service operatiion plan

• Financial plan and cashflow forecast

• Progress monitoring strategies

• Conclusions and recommendation

• Appendices

Business monitoring strategies checklist

Executive summary

Writing a business description

Mission, goals and objectives

Marketing strategy and tactics

Progress monitoring strategies

Examples of business plans A business plan for staff

Mission, goals and objectives

Missions, goals and objectives

Classifying mission, goals and objectives

Mission

Goals

Objectives

Developing a business plan

Finding key information

Learner's Guide



The main information areas

• Customer needs

• Resources – human and physical

• Federal, state and common law requirements

• Trade associations and industry influences

Matching research to business plan objectives

The financial section

Sources of finance

Cost of finance The cost of finance

Liquidity

• Cashflow forecast

Blank business cashflow Your own business cashflow forecast

Profitability Profitability

Wealth

Monitoring progress

The marketing section

Marketing concept Matching services to needs

Marketing research

Learner's Guide



Marketing strategies

• Market penetration

• Market development

• Competitive advantage

• Market niche

Marketing strategies

Benefits and attributes

Intellectual property Searching for a business name

Promotions

• Advertising

• Face to face selling

• Sales promotions

• Public relations and publicity

Promotions mix

Selling and customer service methods

Customer services policies

Location and distribution

Getting the mix right

The operations section

Scheduling Scheduling the promotions mix

Achieving goals and objectives

Efficiency versus effectiveness Efficiency versus effectiveness

Legal structure What's your business structure?

Learner's Guide




Occupational health and safety (OHS) for your business

Monitoring progress Key performance indicators for your business

The staffing section Staffing

What's a business without people?

Internal versus external customers

Internal customer service

Best practice in human resource management

• 360 degree performance appraisal

• teamwork

• valuing soft assets

Human resource management

Industrial relations, EEO and anti-discrimination

Employing people

WorkCover, superannuation and holidays

WorkCover and superannuation

Succession planning Succession planning

Tapping specialist services

Costs and benefits of consultants Pros and cons

Learner's Guide



Who's essential and how to use them effectively

• Accountants

• Lawyers

• Financial planners

• Business mentors or coaches

• Computer specialists

• Advertising agencies

• Employment agencies

• Business plan consultants

• Staff training consultants

• Performance appraisal consultants

• Occupational health and safety (OHS) consultants

Risk in business

Definition of risk What is risk?

Why risk is different for different people and businesses

Insurance and risk

Risk management strategies

• Insurance

• Market intelligence

• Diversification

Taking risks

Occupational health and safety (OHS) planning to minimise risks to staff

Occupational health and safety (OHS) improvement plan

Contingency plans (tips and tricks for handling risk)

Contingency plans

Learner's Guide













Learner's Guide


BSBSMB402A Plan small business finances The materials in this competency aim to give you the skills they need to develop a financial plan to support business viability.

The topic ‘Managing your business cashflow’ is identical to the topic of the same name in the competency ‘BSBSMB406A Manage small business finances’.



Business viability

Personal financial position Personal financial worth

Monthly financial commitment

Starting a new business Start-up costs

Purchasing an existing business

Buying a franchised business Buying a franchise

Business establishment costs

Determining working capital needs

Determining working capital needs

Working capital

Business legal structures

Budgeting and control

The budgeting process

Learner's Guide



Operating budgets • The research and

development budget

• The sales budget

• The production budget

• A production costs budgetp

• The purchasing budget

• The human resources budget

• The administration and finance budget

• The budgeted income statement

Research and development

Sales budget

Production costs budget

The purchasing budget

Human resources budget

The administration and finance budget

The financial budget

Asset management strategies

• Buying capital assets

• Leasing capital assets

Costing and pricing for your business

Formulas for costing and pricing calculations

Sample pricing calculations

Business costs

Cost volume profit analysis

• Total fixed costs

• Total variable costs

• Mixed or semi-variable costs

• Step costs or semi-fixed costs

Learner's Guide



Contribution margins and breakeven points

• Breakeven calculations (old Magz 4U activity)

Formulas for costing and pricing calculations

Sample pricing calculations

Sales revenue

Chargeout Rates Peter's chargeout rate calculation

Chargeout rate

Retailer markup

• Calculation of markup

• Sensitivity analysis

Retail markup

Managing your business cashflow

How cashflow works

Components of cashflow Stock levels

Cashflow budget

What the cashflow budget shows

Preparing a cashflow budget

Estimating sales

Estimating cash inflows

Estimating cash outflows

What goes where

Entering data into a cashflow budget

Cashflow forecast

Taxation

Business or hobby? Business or hobby?

Business structures

Australian Business Number (ABN)

Australian Business Number (ABN)

Tax File Number (TFN)

• Employees and Tax File Numbers (TFNs)

Tax file number (TFN)

Withholding declaration

Goods and Services Tax (GST)

Learner's Guide



Raising finance

Debt funding versus equity investment

• Debt capital and equity capital sources

Debt capital

Equity capital

Debt finance Debt finance

Equity finance

Choosing between debt and equity

• Debt products

Features of debt products Choosing debt or equity finance

Taxation implication of debt products

Preparing to seek finance Seeking finance

Relevance to other competencies Useful additional material for this unit may be found in the competency 'BSBSMB406A Manage small business finances'.

Some of the material in this competency is also relevant as useful additional material for the competency 'BSBSMB404A Undertake small business planning '.

small business management toolbox - sielearning · the small business management toolbox is...

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