ADMINISTRATION & CUSTOMER HANDLING

 

ADMINISTRATION & CUSTOMER HANDLING

CONTENTS

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



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