ijkltd

Systems and Procedures

THE BASICS
VALUES Ethical business Learning Growth Service / client first

VISION Being a successful business whose services are in demand and valued by clients. Being a happy, fulfilled team who are passionate about their work. PURPOSE To grow ourselves through helping other businesses to grow

THE BASICS
GOALS
Primary Aim Business success Wealth Recognised as successful Enjoy what were doing Strategic Objectives Self sustaining business Meets our everyday financial needs Enough profit to build wealth

GOALS
Business Goals Increase Profit Measure Quarterly Profit Target

Deliver Excellent Service Client Feedback # website visitors # unsolicited enquiries

Build Our Reputation

Expand Our Capabilities Enjoy Ourselves

# Products # People
Staff Attitude Survey

BUSINESS PROCESSES
SERVICE DELIVERY Coaching a client Facilitating a meeting Regulatory project activities [expand] Running workshops PEOPLE DEVELOPMENT Developing business skills Continuing Professional Development Training new staff Recruiting Measuring individual performance Reviewing individual performance FINANCIAL MANAGEMENT Paying dividends PAYE Paying salaries Annual accounts Cash management Paying bills Financial recording VAT returns Payment systems (e.g. cards) SYSTEMS & FACILITIES Maintaining office supplies Filing Cleaning office Maintaining IT systems Maintaining website Maintaining business systems CLIENT MANAGEMENT Managing clients Customer service Answering the telephone Invoicing Receiving visitors

SALES & MARKETING Generating leads Advertising and promotion Selling coaching services Selling workshops Managing prospects Developing website Growing the network Developing the business Preparing a proposal PRODUCT DEVELOPMENT Identifying business opportunities Developing services Developing products

STRATEGIC MANAGEMENT Business Planning Marketing planning Board meetings Measuring business performance Reviewing business performance

BUSINESS PROCESSES
Process Measure Strategic Management Progress against plan Client Management Feedback forms Target

Systems & Facilities

Financial Management Service Delivery Sales & Marketing

1. % procedures documented 2. Compliance

# improvements / quarter 1. # leads generated 2. % converted 3. orders / quarter # new products launched / qtr # hours devt activity / qtr

Product Development People Development

Quality Function Deployment

INTERACTIONS

DESIGN FEATURES
Wt.
Measure Target

CUSTOMER REQUIREMENTS

DEPENDENCIES

Ranking Measure Target

ijk ltd Business QFD

Strong Synergy Synergy Conflicting Strongly Conflicting

Critical
Product Development Sales & Marketing Service Delivery

Strong Weak

Wt.
Increase Profit Deliver Excellent Service Build Our Reputation Expand Our Capabilities Enjoy Ourselves

People Development

Strategic Management

Client Management

Financial Management

Systems & Facilities

Measure
Quarterly Net Profit Client Feedback # Unsolicited Enquiries Number of Products Staff Attitude Survey

Target

5 5 3 2 4
Ranking Measure Target 72 63 62 67 89 89 81 89

ONGOING
Document procedures Implement measures
gather information

Do it! Keep doing it!