ADMINISTRATION & CUSTOMER HANDLING
| Page: | ADMINISTRATION & CUSTOMER HANDLING |
1 |
~ .... ADMINISTRATION OBJECTIVES |
2 | ~ .... ADMINISTRATION FUNCTIONS |
| ~ ~ ...... 1. Planning |
| ~ ~ ...... 2. Organization |
3 | ~ ~ ...... 3. Staffing |
| ~ ~ ...... 4. Direction |
| ~ ~ ...... 5. Control |
| ~ ~ ...... 6. Innovation |
4 | ~ ~ ...... 7. Representation |
| ~ ~ ...... 8. Communication |
| ~ ~ ...... 9. Learning for Results |
5 | ~ ............ PERSONNEL & STAFF PERFORMANCE |
| ~ ~ ...... Planning Performance |
| ~ ~ ...... Organizational Ability |
| ~ ~ ...... Direction & Delegation |
| ~ ~ ...... Control & Communication |
| ~ ~ ...... Innovation |
| ~ ~ ............ Operations |
6 | ~ ~ ............ Markets & Trade Cell |
7 | ~ ~ ............ Products |
8 | ~ ~ ............ Competitors |
9 | ~ .... HUMAN RELATIONS |
| ~ ~ ...... 1. SELECTION |
10 | ~ ~ ...... 2. TRAINING |
11 | ~ ............ STAFF SELECTION & TRAINING EFFICIENCY |
| ~ ~ ...... Recruitment Methods |
| ~ ~ ...... Selection Methods |
| ~ ~ ...... Initial Training |
| ~ ~ ...... Specialist Training Programmes |
| ~ ~ ...... Continuous Training Programmes |
| ~ ~ ............ Operations |
12 | ~ ~ ............ Markets & Trade Cell |
13 | ~ ~ ............ Products |
14 | ~ ~ ............ Competitors |
15 | ~ ~ ...... 3. DIRECTION |
| ~ ~ ...... 4. INCENTIVES |
16 | ~ ~ ...... 5. LOYALTY |
| ~ ~ ...... 6. ACHIEVEMENT |
17 | ~ ~ ...... 7. LEADERSHIP |
20 | ~ .... ORGANIZATION |
21 | ~ .... THEORY |
| ~ ~ ...... 1. OBJECTIVES |
| ~ ~ ...... 2. SPECIALIZATION |
| ~ ~ ...... 3. COORDINATION |
| ~ ~ ...... 4. AUTHORITY |
22 | ~ ~ ...... 5. RESPONSIBILITY |
| ~ ~ ...... 6. DELEGATION |
| ~ ~ ...... 7. SPAN OF CONTROL |
23 | ~ ~ ...... 8. SHORT CHAIN OF COMMAND |
| ~ ~ ...... 9. LINE AND STAFF |
24 | ~ .... CUSTOMER HANDLING |
25 | ~ ............ CUSTOMER HANDLING |
| ~ ~ ...... Overall Performance |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Senior Staff Performance |
| ~ ~ ...... Point-of-Sale Staff Performance |
| ~ ~ ...... Complaints Handling |
| ~ ~ ............ Operations |
26 | ~ ~ ............ Markets & Trade Cell |
27 | ~ ~ ............ Products |
28 | ~ ~ ............ Competitors |
29 | ~ ............ OPERATING PROCEDURES & SYSTEMS |
| ~ ~ ...... Overall Performance |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Professionalism of Operating Procedures |
| ~ ~ ...... Investments in Systems |
| ~ ~ ...... Corporate Responsibility & Development |
| ~ ~ ............ Operations |
30 | ~ ~ ............ Markets & Trade Cell |
31 | ~ ~ ............ Products |
32 | ~ ~ ............ Competitors |
33 | ~ ............ ORDER HANDLING |
| ~ ~ ...... Overall Performance |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Ease of Customer Order & Interface |
| ~ ~ ...... Input Systems & Performance |
| ~ ~ ...... In-House Order Handling Performance |
| ~ ~ ............ Operations |
34 | ~ ~ ............ Markets & Trade Cell |
35 | ~ ~ ............ Products |
36 | ~ ~ ............ Competitors |
37 | ~ ............ ORDER PROGRESS |
| ~ ~ ...... Overall Order Progress Monitoring |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Systemized Procedures for Order Chasing |
| ~ ~ ...... Automated Systems |
| ~ ~ ...... Level of Systems Investment |
| ~ ~ ............ Operations |
38 | ~ ~ ............ Markets & Trade Cell |
39 | ~ ~ ............ Products |
40 | ~ ~ ............ Competitors |
41 | ~ ............ ORDER DELIVERY |
| ~ ~ ...... Overall Performance |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... On-Time Delivery Rating |
| ~ ~ ...... Complete Order Delivery |
| ~ ~ ...... Delivery System Investment |
| ~ ~ ............ Operations |
42 | ~ ~ ............ Markets & Trade Cell |
43 | ~ ~ ............ Products |
44 | ~ ~ ............ Competitors |
45 | ~ ............ AFTER-SALES RATING |
| ~ ~ ...... Overall Performance |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Availability of After-Sales Services |
| ~ ~ ...... Cost of After-Sales Services |
| ~ ~ ...... Efficiency of After-Sales Services |
| ~ ~ ............ Operations |
46 | ~ ~ ............ Markets & Trade Cell |
47 | ~ ~ ............ Products |
48 | ~ ~ ............ Competitors |
49 | ~ .... ORGANIZATION DECISIONS |
50 | ~ ~ ...... 1. DIVISIBILITY |
| ~ ~ ...... 2. REORGANIZATION |
51 | ~ ~ ...... 3. BEHAVIORAL SCIENCE & ORGANIZATION |
| ~ ~ ...... 4. ORGANIZATION FOR MOTIVATION |
| ~ ~ ...... 5. THE INFORMAL ORGANIZATION |
52 | ~ .... COMMUNICATIONS & OBJECTIVES |
53 | ~ ~ ...... 1. NEW APPROACH |
| ~ ~ ...... 2. OBJECTIVES -v- TASKS |
55 | ~ ~ ...... 3. ANALYSIS OF OPPORTUNITIES |
56 | ~ .... ADMINISTRATION COMMUNICATION |
57 | ~ ~ ...... 1. THE MENTAL SET |
58 | ~ ~ ...... 2. THE COMMUNICATION PROCESS |
| ~ ~ ...... 3. COMMUNICATION BY ACTION |
| ~ .... ADMINISTRATION CONTROLS |
59 | ~ ............ SECURITY & PRODUCT PROTECTION |
| ~ ~ ...... Corporate Security Rating |
| ~ ~ ...... Process Security Rating |
| ~ ~ ...... Product Security Rating |
| ~ ~ ...... Product Protection |
| ~ ~ ...... Process Protection |
| ~ ~ ............ Operations |
60 | ~ ~ ............ Markets & Trade Cell |
61 | ~ ~ ............ Products |
62 | ~ ~ ............ Competitors |
63 | ~ ............ QUALITY CONTROL PROCEDURES |
| ~ ~ ...... Overall Rating |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Formalized Quality Control Systems |
| ~ ~ ...... Quality Control Efficiency |
| ~ ~ ...... Quality Control Development |
| ~ ~ ............ Operations |
64 | ~ ~ ............ Markets & Trade Cell |
65 | ~ ~ ............ Products |
66 | ~ ~ ............ Competitors |
67 | ~ ............ ACCOUNTING PRACTICES & PROCEDURES |
| ~ ~ ...... Overall Rating |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Accounting Efficiency |
| ~ ~ ...... Cash-Flow Handling |
| ~ ~ ...... Customer Satisfaction with Accounts Procedures |
| ~ ~ ............ Operations |
68 | ~ ~ ............ Markets & Trade Cell |
69 | ~ ~ ............ Products |
70 | ~ ~ ............ Competitors |
71 | ~ ............ ORDER TAKING & PROCEDURES |
| ~ ~ ...... Overall Rating |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Order Taking Efficiency |
| ~ ~ ...... Order Taking Systems Investment |
| ~ ~ ...... Customer Satisfaction with Order Taking |
| ~ ~ ............ Operations |
72 | ~ ~ ............ Markets & Trade Cell |
73 | ~ ~ ............ Products |
74 | ~ ~ ............ Competitors |
75 | ~ ............ ORDER DELIVERY & CONTRACT PERFORMANCE |
| ~ ~ ...... Overall Rating |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Order Delivery Efficiency |
| ~ ~ ...... Contract Performance Rating |
| ~ ~ ...... Customer Satisfaction with Contract Performance |
| ~ ~ ............ Operations |
76 | ~ ~ ............ Markets & Trade Cell |
77 | ~ ~ ............ Products |
78 | ~ ~ ............ Competitors |
79 | ~ ............ AFTER-SALES SERVICES & PROCEDURES |
| ~ ~ ...... Overall Rating |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... After-Sales Service Efficiency |
| ~ ~ ...... After-Sales Systems Investment |
| ~ ~ ...... Customer Satisfaction with After-Sales Procedures |
~ ~ ............ Operations | |
80 | ~ ~ ............ Markets & Trade Cell |
81 | ~ ~ ............ Products |
82 | ~ ~ ............ Competitors |
83 | ~ ............ LEGAL CONDITIONS & TERMS OF BUSINESS |
| ~ ~ ...... Overall Rating |
| ~ ~ ...... Competitive Rating |
| ~ ~ ...... Levels of Litigation |
| ~ ~ ...... Fairness of Terms of Business |
| ~ ~ ...... Customer Satisfaction with Terms of Business |
| ~ ~ ............ Operations |
84 | ~ ~ ............ Markets & Trade Cell |
85 | ~ ~ ............ Products |
86 | ~ ~ ............ Competitors |
87 | ~ .... HISTORIC FINANCIAL DATA FOR ADMINISTRATION & CUSTOMER HANDLING ISSUES |
88 | ~ .... Historic Balance Sheet |
89 | ~ ~ ...... Historic Costs & Margins |
90 | ~ ~ ........ Historic Financial Ratios & Margins |
91 | ~ ~ .......... Historic Operational Ratios & Margins |
92 | ~ .... Financial forecast notes |
93 | ~ .... ADMINISTRATION & CUSTOMER HANDLING BASED BALANCE SHEET FORECASTS : Current to 2028 |
94 | ~ .... Base Forecast : Median Market Scenario Balance Sheet Forecast |
95 | ~ ...... Base Forecast : Median Market Scenario Operational Costs Forecast |
96 | ~ ........ Base Forecast : Median Market Scenario Financial Ratios |
97 | ~ .......... Base Forecast : Median Market Scenario Operational Margins |
98 | ~ .... Personnel & Staff Improvement Balance Sheet Forecast |
99 | ~ ...... Personnel & Staff Improvement Operational Costs Forecast |
100 | ~ ........ Personnel & Staff Improvement Financial Ratios |
101 | ~ .......... Personnel & Staff Improvement Operational Margins |
102 | ~ .... Administrative & General Expense Objectives Balance Sheet Forecast |
103 | ~ ...... Administrative & General Expense Objectives Operational Costs Forecast |
104 | ~ ........ Administrative & General Expense Objectives Financial Ratios |
105 | ~ .......... Administrative & General Expense Objectives Operational Margins |
106 | ~ .... Order Taking Improvements Balance Sheet Forecast |
107 | ~ ...... Order Taking Improvements Operational Costs Forecast |
108 | ~ ........ Order Taking Improvements Financial Ratios |
109 | ~ .......... Order Taking Improvements Operational Margins |
110 | ~ .... Customer / Order Processing Systems Investment Balance Sheet Forecast |
111 | ~ ...... Customer / Order Processing Systems Investment Operational Costs Forecast |
112 | ~ ........ Customer / Order Processing Systems Investment Financial Ratios |
113 | ~ .......... Customer / Order Processing Systems Investment Operational Margins |
114 | ~ .... Systems Investment Balance Sheet Forecast |
115 | ~ ...... Systems Investment Operational Costs Forecast |
116 | ~ ........ Systems Investment Financial Ratios |
117 | ~ .......... Systems Investment Operational Margins |
118 | ~ .... Sales Personnel & Staff Improvement Balance Sheet Forecast |
119 | ~ ...... Sales Personnel & Staff Improvement Operational Costs Forecast |
120 | ~ ........ Sales Personnel & Staff Improvement Financial Ratios |
121 | ~ .......... Sales Personnel & Staff Improvement Operational Margins |
122 | ~ .... Administration Cost Scenarios Balance Sheet Forecast |
123 | ~ ...... Administration Cost Scenarios Operational Costs Forecast |
124 | ~ ........ Administration Cost Scenarios Financial Ratios |
125 | ~ .......... Administration Cost Scenarios Operational Margins |
126 | ~ .... Profit Impact From Customer Handling Cost Reduction Balance Sheet Forecast |
127 | ~ ...... Profit Impact From Customer Handling Cost Reduction Operational Costs Forecast |
128 | ~ ........ Profit Impact From Customer Handling Cost Reduction Financial Ratios |
129 | ~ .......... Profit Impact From Customer Handling Cost Reduction Operational Margins |
130 | ~ .... Capital Investments Options: Distribution / Handling Balance Sheet Forecast |
131 | ~ ...... Capital Investments Options: Distribution / Handling Operational Costs Forecast |
132 | ~ ........ Capital Investments Options: Distribution / Handling Financial Ratios |
133 | ~ .......... Capital Investments Options: Distribution / Handling Operational Margins |
134 | ~ .... Capital Investments Options: Customer Handling Systems Balance Sheet Forecast |
135 | ~ ...... Capital Investments Options: Customer Handling Systems Operational Costs Forecast |
136 | ~ ........ Capital Investments Options: Customer Handling Systems Financial Ratios |
137 | ~ .......... Capital Investments Options: Customer Handling Systems Operational Margins |
138 | ~ .... Customer Handling Improvements Balance Sheet Forecast |
139 | ~ ...... Customer Handling Improvements Operational Costs Forecast |
140 | ~ ........ Customer Handling Improvements Financial Ratios |
141 | ~ .......... Customer Handling Improvements Operational Margins |
143 | ~ .... Financial data definitions |
| INDEX |
Accounting Efficiency, 67
ACCOUNTING PRACTICES & PROCEDURES, 67
ACHIEVEMENT, 16
ADMINISTRATION BASED FORECASTS : Current to 2028, 93
ADMINISTRATION COMMUNICATION, 56
ADMINISTRATION CONTROLS, 58
Administration Cost Scenarios Balance Sheet Forecast, 122
Administration
Cost Scenarios Financial Ratios, 124
Administration Cost Scenarios
Operational Costs, 123
Administration Cost Scenarios Operational
Margins, 125
ADMINISTRATION FUNCTIONS, 2
ADMINISTRATION OBJECTIVES,
1
ADMINISTRATION & CUSTOMER HANDLING, 1
Administrative & General
Expense Objectives Balance Sheet, 102
Administrative & General Expense
Objectives Financial, 104
Administrative & General Expense Objectives
Operating Cost, 103, 105
AFTER-SALES RATING, 45
After-Sales Service
Efficiency, 79
AFTER-SALES SERVICES & PROCEDURES, 79
After-Sales
Systems Investment, 79
ANALYSIS OF OPPORTUNITIES, 55
AUTHORITY, 21
Automated Systems, 37
Availability of After-Sales Services, 45
Base Forecast : Median Market Scenario Balance She, 94
Base Forecast :
Median Market Scenario Financial R, 96
Base Forecast : Median Market
Scenario Operational, 95, 97
BEHAVIORAL SCIENCE & ORGANIZATION, 51
Capital Investments Options: Customer Handling Sys, 134, 135, 136, 137
Capital Investments Options: Distribution / Handling, 130, 131, 132, 133
Cash-Flow Handling, 67
Communication, 4
COMMUNICATION BY ACTION, 58
COMMUNICATION PROCESS, 58
COMMUNICATIONS & OBJECTIVES, 52
Competitive Rating, 25, 29, 33, 37, 41, 45, 63, 67, 71, 75, 79, 83
Complaints Handling, 25
Complete Order Delivery, 41
Continuous
Training Programmes, 11
Contract Performance Rating, 75
Control, 3
Control & Communication, 5
Corporate Responsibility & Development, 29
Corporate Security Rating, 59
Cost of After-Sales Services, 45
COORDINATION, 21
CUSTOMER HANDLING, 24, 25
Customer Handling
Improvements Balance Sheet Forecast, 138
Customer Handling Improvements
Financial Ratios, 140
Customer Handling Improvements Operational Costs,
139
Customer Handling Improvements Operational Margins, 141
Customer
Satisfaction with Accounts Procedures, 67
Customer Satisfaction with
After-Sales Procedures, 79
Customer Satisfaction with Contract
Performance, 75
Customer Satisfaction with Order Taking, 71
Customer
Satisfaction with Terms of Business, 83
Customer / Order Processing
Systems Investment Bal, 110
Customer / Order Processing Systems
Investment Fin, 112
Customer / Order Processing Systems Investment
Operation, 111, 113
DELEGATION, 22
Delivery System Investment, 41
Direction, 3, 15
Direction & Delegation, 5
DIVISIBILITY, 50
Ease of Customer Order & Interface, 33
Efficiency of After-Sales
Services, 45
Fairness of Terms of Business, 83
Financial data
definitions, 143
Financial forecast notes, 92
Formalized Quality
Control Systems, 63
Historic Balance Sheet, 88
Historic Costs &
Margins, 89
HISTORIC FINANCIAL ADMINISTRATION ISSUES, 87
Historic
Financial Ratios & Margins, 90
Historic Operational Ratios & Margins, 91
HUMAN RELATIONS, 9
INCENTIVES, 15
INFORMAL ORGANIZATION, 51
Initial Training, 11
Innovation, 3, 5
Input Systems & Performance,
33
Investments in Systems, 29
In-House Order Handling Performance,
33
LEADERSHIP, 17
Learning for Results, 4
LEGAL CONDITIONS &
TERMS OF BUSINESS, 83
Level of Systems Investment, 37
Levels of
Litigation, 83
LINE AND STAFF, 23
LOYALTY, 16
MENTAL SET, 57
NEW APPROACH, 53
OBJECTIVES, 21
OBJECTIVES -v- TASKS, 53
On-Time Delivery Rating, 41
OPERATING PROCEDURES & SYSTEMS, 29
ORDER
DELIVERY, 41
Order Delivery Efficiency, 75
ORDER DELIVERY & CONTRACT
PERFORMANCE, 75
ORDER HANDLING, 33
ORDER PROGRESS, 37
Order
Taking Efficiency, 71
Order Taking Improvements Balance Sheet Forecast,
106
Order Taking Improvements Financial Ratios, 108
Order Taking
Improvements Operational Costs Forecast, 107
Order Taking Improvements
Operational Margins, 109
Order Taking Systems Investment, 71
ORDER
TAKING & PROCEDURES, 71
Organization, 2, 20
ORGANIZATION DECISIONS,
49
ORGANIZATION FOR MOTIVATION, 51
Organizational Ability, 5
Overall Order Progress Monitoring, 37
Overall Performance, 25, 29, 33,
41, 45
Overall Rating, 63, 67, 71, 75, 79, 83
Personnel & Staff
Improvement Balance Sheet Forecast, 98
Personnel & Staff Improvement
Financial Ratios, 100
Personnel & Staff Improvement Operational Costs,
99
Personnel & Staff Improvement Operational Margins, 101
PERSONNEL
& STAFF PERFORMANCE, 5
Planning, 2
Planning Performance, 5
Point-of-Sale Staff Performance, 25
Process Protection, 59
Process
Security Rating, 59
Product Protection, 59
Product Security Rating,
59
Professionalism of Operating Procedures, 29
Profit Impact From
Customer Handling Cost Reduction, 126, 127, 128, 129
Quality Control
Development, 63
Quality Control Efficiency, 63
QUALITY CONTROL
PROCEDURES, 63
Recruitment Methods, 11
REORGANIZATION, 50
Representation, 4
RESPONSIBILITY, 22
Sales Personnel & Staff
Improvement Balance Sheet, 118
Sales Personnel & Staff Improvement
Financial Ratio, 120
Sales Personnel & Staff Improvement Operational
Cost, 119
Sales Personnel & Staff Improvement Operational Margin, 121
SECURITY & PRODUCT PROTECTION, 59
SELECTION, 9
Selection Methods, 11
Senior Staff Performance, 25
SHORT CHAIN OF COMMAND, 23
SPAN OF
CONTROL, 22
SPECIALIZATION, 21
Specialist Training Programmes, 11
STAFF SELECTION & TRAINING EFFICIENCY, 11
Staffing, 3
Systemized
Procedures for Order Chasing, 37
Systems Investment Balance Sheet
Forecast, 114
Systems Investment Financial Ratios, 116
Systems
Investment Operational Costs Forecast, 115
Systems Investment
Operational Margins, 117
THEORY, 21
TRAINING, 10