Wheel  Of  Business  Part  3  of  6  

OPERATIONS MANAGEMENT

Marke6ng  &  Sales    

Opera6ons    Management  

Emo6onal  Intelligence  

Strategic  Thinking  &  Planning  

People  

Wheel  Of  Business    

The  Wheel  of  Business  is  a  coaching  tool  to  help  you  assess  where  you  are  in  your  business  right  now.  The  eight  sec6ons  in  the  wheel  represent  areas  in  your  business  to  be  balanced.  

DIRECTIONS:  Regard  the  center  of  the  wheel  as  0  and  the  outer  edge  as  10,  rank  your  level  of  sa6sfac6on  with  each  area  by  drawing  a  curved  line  to  create  a  new  outer  edge  (see  sample  below).  The  new  perimeter  of  the  circle  represents  your  Wheel  of  Business  at  this  6me.  How  bumpy  would  the  ride  be  if  this  were  a  real  wheel?  

OPERATIONS MANAGEMENT

•  Accounts •  OH&S •  Legalities •  Customer Service •  E-commerce •  Technology •  Project Management •  Administration etc etc

YOUR RESPONSIBILITIES AS A

BUSINESS OWNER

As  an  employer  you  must  provide  a  safe  and  healthy  workplace  for  your  workers  and  

contractors

OCCUPATIONAL  HEALTH  AND  SAFETY  IDENTIFY  HAZARDS  AND  ASSESS  RISK  

There  is  a  need  for  Con6nuous  Improvement,  this  is  achieved  by  constant  Assessment  and  evalua6on  

ACCOUNTS, ACCOUNTING ���AND THE FINANCES

BE PROFESSIONAL •  Get Professional help and direction •  Accountant •  Bookkeeper •  Lawyer

RESOURCES •  Finance Programs •  iPhone App – www.smallspend.com •  http://www.infochoice.com.au/calculators/ready‐set-grow-business-calculator

Client  rights  are  protected  under  a  variety  of  laws:    1  The  fair  trading  act  and  consumer  law    2  The  an6-­‐discrimina6on  and  an6-­‐harassment  laws  3  Privacy  law    4  Telecommunica6ons  law    5  Environmental  protec6on  law    6  OHS  law  7  I.C.F  Code  of  Ethics  

Legal Resources

Go  online  to  your  Membership  Area  and  download  the  electronic  version  of  these:  

•  Great  Service  Culture  Matrix

•  Measures of client delivery success table

•  Your Client Service Self Assessment •  Client Standards Questionnaire

IMPLEMENT CUSTOMER STANDARDS !

Define “customer service”

Recognise and create, customer service standards

Continuous improvement in Customer service standards

Seven Instructions That Clearly Explain How To Implement Customer Standards

1.  Figure  out  your  target  audience  

2.  Do  market  research  

3.  Consider  some  mystery  shopping  situa6ons  

4.  Iden6fy  core  elements  of  your  customer  service  standard  

5.  Get  as  feedback  from  other  various  levels  of  the  business  

6.  Delegate  work  around  a  customer  service  standard  to  front-­‐line  staff  

7.  Implement  your  customer  service  standard  goals  

Organise Personal Work Priorities and Development

Organise  and  complete  own  work  schedule  

• Ensure  that  work  goals  and  objec0ves  are  understood,  nego6ated  and  agreed  in  accordance  with  organisa0onal  requirements  

• Assess  and  priori6se  workload  to  ensure  tasks  are  completed  within  iden6fied  6meframes  

• Iden6fy  factors  affec0ng  the  achievement  of  work  objec0ves  and  incorporate  con6ngencies  into  work  plans    

•   Use  business  technology  efficiently  and  effec6vely  to  manage  and  monitor  scheduling  and  comple6on  of  tasks    

TOOLS AND TECHNIQUES: 7 Essential Tools

1.  Use a Planner 2.  Have A List 3.  Prioritise 4.  Systems 5.  Schedule Your Time 6.  Get an Early Start to the Day 7.  Work When You Are At You

At Peak

ORGANISE PERSONAL WORK ���PRIORITIES AND DEVELOPMENT���

Questions, Comments or Clarification?

Contact: Maverick Mentoring For Business Email: peter@maverickmentoringforbusiness.com.au Phone: 61 3 9005 8275