BUILDING ELECTRICAL INSTALLATION

LEVEL II

Learning Guide-01
Unit of Competence: Develop
Business practice
Module Title: Developing
Business practice
LG Code: EIS BEI2 M13 L53-
LO6
TTLM Code: EIS BEI2 M13
TTLM2021v1
 LO 1:Identify business opportunities and business skills

Information Sheet-1
Concept of paradigm shift and means of
divergent thinking
1.1 Concept of paradigm shift
 "Paradigm" designates what the members of a certain
scientific community have in common, that is to say, the whole
of techniques, patents and values shared by the members of
the community which may be consciously articulated or, more
likely, simply assumed and not intentionally acknowledged.
 Paradigm shift is the decline of the old paradigm, when the
paradigm begins to fail solving problems and the emergence of
a new one paradigm.
 A paradigm shift is necessary in most cases in order to
generate a new business
Cont…

1.2 Meaning of a Business Idea

A business idea is the response of a person or persons, or an
organization to solving an identified problem or to meeting
perceived needs in the environment (markets, community,
etc.).
1.3 Meaning of a Business Opportunity
 A business opportunity may be defined simply as an

attractive investment idea or proposition that provides the

possibility of a monetary return for the person taking the risk.
1.4 Criteria for identifying a business
opportunity
1. Real demand; it should have the potential to fulfill the
needs and wants of customers
2. Return on investment;
3. Availability of resources and skills
4. Meet objectives
5. Be competitive
Information sheet 2
Unusual business opportunities

 May differ from place to place, from culture to culture, as well as from
country to country. This is because what may be unusual business
opportunity in one culture or country may not be unusual business
opportunity in another culture as a result of differences among two or
more cultures and countries.
 These are new types of business opportunities which are not the same
as that of most business opportunities in terms of their nature as well as
the way they are utilized in business operation.
 Unusual business opportunities may originate as a result of different
occasions; some of these may be
 Public holidays
 Ceremonies
 Natural disaster
 Campaigns
 Changing way of life
 Changing culture
 Changing technology
 Economic growth
Information sheet 3
Feasibility of business skills and personal attributes

3.1 Concept of a Feasibility Study

 In general, a feasibility study is an analysis that takes all of

a project's/business’s relevant factors into account—

including economic, technical, legal, and scheduling
considerations—to ascertain the likelihood of completing the
project successfully.
3.2 Importance of a feasibility study
 The importance of Feasibility studies include the followings
 They can allow a business to address where and how it will

operate
 Identify potential obstacles that may impede its operations
 Recognize the amount of funding it will need to get the

business up and running.

 Lead to marketing strategies that could help convince

investors or banks
 Tools for Conducting a Feasibility Study

 Get feedback about the new concept from the appropriate

stakeholders.
 Analyze and ask questions about your data to make sure that it's

solid.
 Conduct a market survey or market research to enhance data

collection.
 Write an organizational, operational, or a business plan.

 Prepare a projected income statement.

 Prepare an opening day balance sheet.

 Make an initial "go" or "no-go" decision about moving ahead with

the plan.
3.4 Parts of a feasibility study report
 The followings are the major elements of a feasibility study report

Executive summary—Narrative describing details of the project,

product, service, plan, or business.
Technological considerations—what will it take? Do we have it? If
not, can we get it? What will it cost?
Cont…

Existing marketplace—examine the local and

broader markets for the product, service, plan, or
business.
Marketing strategy—describe it in detail.
Required staffing, including organizational
chart—what are the human capital needs for this
project?
Schedule and timeline, along with significant
interim markers, for the project's completion date.
Project financials.
Findings and recommendations—break down into
subsets of technology, marketing, organization,
and financials
Business skills
are the necessary skills required by individuals
to conduct business operation successfully.
The followings are the common business skills
 Communication skills
 Planning skills
 Productivity skills
 Creativity skills
Personal attributes for business
 Personal attributes for undertaking a
business are those characteristics of an
individual that make him/her successful in
the day to day activities of a business.
 Cont…
Even if there are various attributes for an individual to be
successful in business, the followings are the most
common ones
 Working Hard
 Getting Family Support
 Be Energetic
 Having an Internal sense of responsibility for all actions,
 Taking moderate risks
 Having a high Need to Achieve
 Getting Business Experience
 Being Independent
 Having a Self-employed Parent as a Role Model
 Has Self-confidence
 Has Determination
 Adapts to Change
 Has a Good Network of Professionals
Information sheet 4
Problems as a pivotal source of business opportunity

What is a Business idea?

 A business idea is the response of a person

or persons, or an organization to solving an

identified problem or to meeting perceived
needs in the environment (markets,
community, etc.)
 A business idea is any clue or information

about, new or improved products /services.

 Finding a good idea is the first step in

transforming the entrepreneur’s desire and

creativity into a business opportunity.
 Why Should you Generate Business Ideas?
There are many reasons why entrepreneurs or would-be entrepreneurs
need to
generate business ideas. Here are just a few:
 You need an idea – and a good one at that – for business. A good idea

is essential for a successful business venture – both when starting a

business and to stay competitive afterwards.
 To respond to market needs. Markets are made up essentially of

customers who have needs and wants waiting to be satisfied. Those

people or firms that are able to satisfy these requirements are rewarded.
 Changing fashions and requirements provide opportunities for

entrepreneurs to respond to demand with new ideas, products and

services.
 To stay ahead of the competition. Remember, if you do not come up

with new ideas, products and services, a competitor will. The challenge is
to be different or better than others.
 To exploit technology – do things better? Technology has become a

major
Competitive tool in today’s markets, with the rate of change forcing
many firms to innovate.
Cont…
 Because of product life cycle. All products
have a finite life. As the product lifecycle chart
shows, even new products eventually become
obsolete or outmoded. Thus, there is a need to
plan for new products and the growth of these.
 To spread risk and allow for failure.

Linked to the product life cycle concept is the

fact that over 80 per cent of new products fail.
It is therefore necessary for firms to try to
spread their risk and allow for failures that
may occur from time to time by constantly
generating new ideas.
Sources of business idea

 Hobbies/Personal Interests
 Personal Skills and Experience
 Mass Media (newspapers, magazines, TV etc.)
 Internet
 Business Exhibitions/trade fairs
 Customer/consumer Complaints and suggestions
 Changes in Society
 Brainstorming
 Creativity and innovations
 Research and development
 Existing companies
 Distribution channels
 Government organizations
 Methods of generating business ideas

 The common methods of generating business

idea include:
Brainstorming
 Brainstorming is a technique for creative

problem solving and for generating ideas. The

objective is to come up with as many ideas as
possible.
 Brainstorming usually starts with a key

question or problem statement. Each idea

leads to one or more additional ideas. As a
result, you will have in a good number of
business ideas.
Rules of Brainstorming

Overall rules in using brainstorming method include:

 No criticism is allowed – No negative comment

 Freewheeling is encouraged – The wider the idea

the better is the result.

 Quantity of idea is desired – The greater the

number, the more the likelihood of useful idea

emerging
 Combination and improvement of ideas is

encouraged- ideas of others can be used to

produce still another new idea.
 The brain storming meeting should be fun and

playful, not work oriented with no expert in the

field present.
Cont…
Problem inventory analysis
 This uses individuals in a manner analogous to focus group. However,
instead of generating new ideas themselves, consumers are provided
with a list of problems from a general product category. They are then
asked to identify and discuss products in this category that have the
particular problem. Hence effective and excellent way of generating new
ideas.
 The problem with this approach is developing an exhaustive list of
problem such as weight, taste, appearance and cost.
Business idea vs. opportunity
 Good ideas are not necessarily good opportunities. For example, you
may have invented a brilliant product from a technical point of view and
yet the market may not be ready for it. Or the idea may be sound, but
the level of competition, and the resources required may be such that it
is not worth pursuing. Sometimes there may even be a ready market for
the idea, but the return on investment may not be acceptable.
 If an idea is not an opportunity, what is an opportunity? An opportunity
has qualities of being attractive, durable, and timely and is anchored in a
product or service which creates or adds value for its buyer or end-user.
 Characteristics of a good business opportunity

To be a good business opportunity, it must fulfill, or be capable of meeting, the

following criteria:
 Real demand: responds to unsatisfied needs or requirements of customers

who have the ability to purchase and who are willing to buy
 Return on investment, provides acceptable returns or rewards for the risk

and effort required

 Be competitive: be equal to or better (from the viewpoint of the customer)

than other available products or services

 Meet objectives: meet the goals and aspirations of the person or organization

taking the risk

 Availability of resources and skills: the entrepreneur is able to obtain the

necessary resources.
Screening business ideas
 Ones the ideas are emerged from idea sources, they need further development,
screening and evaluation. Business ideas/opportunities need to be screened and
assessed for viability ones they have been identified or generated. This is not an
easy task and at the same time it is very important. It can make a difference
between success and failure between making a fortune and loosing everything
you had.
 The process of screening business ideas are macro, micro and SWOT Analysis.
Macro screening

 The macro screening refers to screening

down ideas from many to 10. The criteria
for selecting project in macro screening
include the following:
 Sufficient Demand:-
 Sufficient Financial Resources:-
 Competitors
 Knowhow to the idea
Micro screening

 The micro screening links the macro screening with

SWOT Analysis (Strength, weakness, opportunities
and Treats). The micro screening adds quality to
selection process by adding different parameters
related to economic judgments (market, skill
availability, technology etc.) Participants are already
screened to 10 project ideas during the macro
screening, but the micro screening will become a very
lengthy procedure unless we reduce them to further
scale down to 3 projects by taking some new criteria
in mind. The number of parameters selected for micro
screening depends on the participants’ intellectual
level. Some of these include the following:
Cont…
 Marketability
 Availability of qualified personnel
 Availability of technology
 Competitors
 Availabilities of Row material

SWOT Analysis
It is a simple but very powerful tool which enables individuals to do a
comparison of the last three projects idea. This analysis has four
quadrants (strength, weakness, opportunity and threats). The upper
two of the four quadrants representing strength and weakness and
the lower quadrants standing for opportunities and threats which is
build in the environment.
The basic objectives of SWOT analysis helps to analyze those project
ideas found viable after the micro screening process while utilizing
the SWOT parameters. It helps to apply those forms of analysis for
any project expansion or diversification at a later stage of the
business enterprise. In general it is important for proper-identification
of projects.
The SWOT Analysis framework
Positive factors to be Negative factors
Capitalized to be
eliminated
STRENGTH WEAKNESS

OPPORTUNITY THREAT
Components of SWOT Analysis

 STRENGTH: These are positive initial factors that occur

at present (not potential). Strengths are within the
control of the entrepreneur and they occur at present.
Strengths should be capitalized and harnessed to make
weaknesses redundant. It includes:-
 Technical expertise
 Good network with customers
 Managerial expertise
 Distribution system
 Comparatively cheap price
 New improvement of products
 Packaging
 Superior technology
 Product features (utility durability)
 Cont…
 WEAKNESS: this are also within the control of the
entrepreneur that occur at present. They are lack of
missing or weak points. As far as possible weakness
should be eliminated.
 These may include:
 No control over raw materials Lack of promotion
experience
 Limited product life - Technological
obsolescence
 Poor design of product - Inexperienced
management or owner
 Weak selling effort - Lack of working capital
 Comparatively high price
 No technical exercise of owners
Cont…

 OPPORTUNITIES: are positive or favorable factors

in the environment which the entrepreneur should
make use of or which make his project idea
potentially viable. They are however, mostly beyond
the control of the entrepreneur. They are different
from strength in the sense that strengths are
positive internal of the business. Some of this
opportunities are:-
 - Few and weak competitors- No such product in the
market
 - Rising income of target market - Scarcity of
products in the locality
 - Growing demand - Favorable government
policy
 - Similar products making profit- Low interest in
Cont…
 THREATS: These are negative or unfavorable external
factors in the environment and normally beyond the
control of the entrepreneur. They adversely affect the
business if not eliminated or overcome. Threats differ from
weakness in as much as they are beyond the control of the
entrepreneur. Both have negative impact on the business.
The purpose of analyzing threats is to avoid them or make
a counter balance action. Some of these threats are:
 rising raw material cost - Piracy of skilled labor`
 government chain bureaucracy - raw material
shortage
 bribe and corruption
 changing government regulation - insufficient power
 too much employee competition - poor infrastructure
 restrictive labor force - smuggling
Information sheet 5
Feasibility study of specialist and relevant
parties
Why Are Feasibility Studies so Important?
The information you gather and present in your feasibility study will
help you:
 List in detail all the things you need to make the business work;

 Identify logistical and other business-related problems and

solutions;
 Develop marketing strategies to convince a bank or investor that

your business is worth considering as an investment; and

 Serve as a solid foundation for developing your business plan.

Even if you have a great business idea you still have to find a cost-
effective way to market and sell your products and services. This
is especially important for store-front retail businesses where
location could make or break your business.
The Components of a Feasibility Study
 Description of the Business: The product or services to
be offered and how they will be delivered.
 Market Feasibility: Includes a description of the industry,
current market, anticipated future market potential, competition,
sales projections, potential buyers, etc.
 Technical Feasibility: Details how you will deliver a product or
service (i.e., materials, labor, transportation, where your
business will be located, technology needed, etc.).
 Financial Feasibility: Projects how much start-up capital is
needed, sources of capital, returns on investment, etc.
 Organizational Feasibility: Defines the legal and corporate
structure of the business (may also include professional
background information about the founders and what skills they
can contribute to the business).
 Conclusions: Discusses how the business can succeed. Be
honest in your assessment because investors won’t just look at
your conclusions they will also look at the data and will question
your conclusions if they are unrealistic.
 Information sheet 6
Impact of emerging or changing technology on business

Evaluating impact of emerging or changing

technology on business operation
 Technology is constantly changing the demands of consumers. Businesses
use new technologies to produce new products and services. Entrepreneurs
should realize that new technological developments such as the internet and
cell phones increase the exchange of information and may have an effect on
the operations of their business.
 Entrepreneurs may not be aware of the nature and effects of all new
technologies, yet, they must try to determine technical developments which
are likely to have the greatest impact on their business operations.
 Small businesses are flexible and can innovate and introduce new products.
 Conversely, small businesses may not have the expertise, time or capital to
develop and market a new product. A small business must be realistic in
judging: the demand for a new product, the financial aspects of developing a
new market and the time required to introduce the new technology.
Information sheet 7
Assessing practicability of business opportunity in line with

Assessing practicability of business opportunity

 A business opportunity is an attractive business idea which an

entrepreneur has selected to invest his/her resources to create value

on the basis of assumptions of favorable market need and profit.
Sources of Business Opportunity;
You need to be focused and quite serious in you effort of identifying
business opportunities. Business opportunities can be sourced from:
 The Environment – the natural resource base of an area;
 Population - occupational pattern, socio economic background;
 Current business Situation- trading and business activities and the

trends for new demands of goods and services;

 Target market – expectations of the target group in terms of their

skills, knowledge, and financial resources;

 Resources - industries based on minerals, agriculture, marine and

other natural resources

 Business Opportunities Selection Criteria;

 An entrepreneur’s first task after assessing

himself/herself is to identify and select an attractive
business opportunity. An acceptable business
opportunity is a combination of:
 Confirmed need in the community;
 Capability of an entrepreneur;
 Availability of resources to develop the business

opportunity.
The Existence of Needs in the Community
 A good idea is a good seed for a business opportunity.

Growing the idea into a business opportunity requires

confirming that whatever is proposed for production
must have a market need. If the need is already
confirmed fro you then it cuts down on your costs. If not,
you are required to carry out an environmental scan.
Cont…
 Entrepreneur’s Capability
 You as an entrepreneur have certain level of
knowledge, skills, values, experience and assorted
traits. It is obvious certain business opportunities
will suit your personality others will not. It is obvious
that you need to match given business
opportunities with your personality profile.
 Availability of Resources
 To develop a business idea into a business
opportunity you will need resources. The resources
needed may be special skills, technology, raw
materials, infrastructure and finance.
 Information sheet 8
Revising business plan

Preparing business plan for operation

 The Operations section of a business plan usually comes before the
Financial Plan, but after the marketing section. The purpose of the
Operations Plan is to describe the where's and how's of your business,
meaning where you will locate the business (along with any physical
necessities) and how you will produce products or services for your clients.
 To write an operations plan, you'll need to answer the following questions:
 How will your product be made (for product-based businesses) or how will
you serve your customers? Can you describe the process from start to finish?
 What regulations and organizations are in place to monitor your industry?
How do you plan on staying up to date? Are you a member or plan on
becoming one?
 Who are your suppliers? How do you receive products/services from these
organizations? How long will it take? How much will it cost? Do you have
backups in place?
 What quality-control measures will you implement, if any?
 LO 2: Plan for the establishment of business operation

Information sheet 1
Determining and documenting organizational structure
and operations
Concept of organization and organizational structure
 Organization is a formally constituted group of people who
have identified tasks and who work together to achieve a
specific purpose defined by the organization.
 Organizational structure refers to the way in which a group
of people is formed, its lines of communication and its means
for channeling authority and making decisions.
◦ Organizational chart
 Organizational chart: Is a picture of an organization to show
the organizational structure.
 An organization chart can help in identifying roles and
expectations.
Cont…
Types of organizational charts

 Simple structure (an organizational

structure with low departmentalization, wide
spans of control, authority centralized in a
single person, and little formalization)
 Functional structure (A functional

structure is an organizational structure that

groups similar or related occupational
specialties together)
 Divisional structure (an organizational

structure that consists of separate business

units or divisions)
Information sheet 2
Developing and documenting procedures

Business operational procedures

 A Standard Operating Procedure (SOP) is a set of
written instructions that document a routine or
repetitive activity followed by an organization.
 The term “SOP” may not always be appropriate and
terms such as protocols, instructions, worksheets, and
laboratory operating procedures may also be used
 An SOP is a procedure specific to your operation that
describes the activities necessary to complete tasks in
accordance with industry regulations, provincial laws or
even just your own standards for running your business.
How to prepare an operational procedure for a business

 Developing an SOP is about systemizing all of your

processes and documenting them
 Below is a listing of just a few typical SOPs, which you

will want to consider writing for your own small

business.
Production/Operations
 production line steps
 equipment maintenance, inspection procedures
 new employee training

Finance and Administration

 accounts receivable – billing and collections process
 accounts payable process – maximizing cash flow while

meeting all payment deadlines

Cont…
arketing, Sales and Customer Service
 approval of external communications: press

releases, social media, advert, etc.

 preparation of sales quotes

 service delivery process, including response times

 warranty, guarantee, refund/exchange policies

 acknowledgment/resolution of complaints, customer

comments and suggestions

Employing Staff
 job descriptions

 employee orientation and training

 corrective action and discipline

 performance reviews

 use of Internet and social media for business

purposes
Information sheet 3
Securing financial backing

What is finance?
Finance may be defined as the art and science of managing
money.
Finance also is referred as the provision of money at the time
when it is needed.
Finance function is the procurement of funds and their
effective utilization in business concerns.
Sources of finance for business
operation
 There are two primary sources of financing to establish a
business. These are:
 Owner’s equity (It is the money the owner puts into the
business)
 Borrowing from lending institutions (like banks and
microfinance institutions)
 Places to secure finances

 Micro finance institutions: financial

associations that help people start their own
small business by providing loans which will be
difficult to get from the main banking system.
 Government Banks: banks owned by the
state or federal government
 Private Banks: banks: that are owned by
individuals or by an individual
 Saving and credit associations: associations
that are formed by group of people working in
the same organizations for the purpose of
money saving and loan for these people
 Information sheet 4
Business legal legal and regulatory requirements

Legal and regulatory requirements of a business

Depending on the type of business you manage, there could be many
regulations and legal obligations you must comply with in order to operate
the company such as tax laws, material handling laws, and employment
laws.
Examples of legal and regulatory requirements
of a business
 The following areas cover companies in most industries:
 tax laws;
 environmental laws;
 consumer protection laws;
 employment and labor laws;
 antitrust/fair competition laws;
 license and permitting laws;
 contract laws;
 intellectual property laws;
 financial regulation laws;
Information sheet 5
Determining human and physical resources

Human resources requirements of a business

 The human resource requirements of a
business refer the individuals who are going
to fill the positions that inevitably become
vacant because of employees retirement,
resignation or promotion.
 It also refers to individuals who are going to

fill the new positions created as a result of

business expansion.
Cont…
 Physical resources requirements of a business

 These are resources the business needs to be able

to operate and carry out its work except the human
resources.
 The followings are the common physical resources

of a business
 Buildings and facilities

 Materials and waste

 Plant and machinery

 Equipment including IT

 Emergency provision

 Insurance

 Security
 Information sheet 6
Recruitment and procurement strategies

Meaning of recruitment
 Recruitment is described as “the set of activities and
processes used to legally obtain a sufficient number of
qualified people at the right place and time so that the
people and the organization can select each other in
their own best short and long term interests”.
Recruitment strategies
 A Recruitment strategy is a means to conduct

recruitment process.
 A recruiting strategy is formal plan of action involving

an organization’s attempts to successfully identify,

recruit, and hire high-quality candidates for the purpose
of filling its open positions
 Cont…
The answers to the following questions form the
foundation for the preparation of a Recruitment
strategy
 What is the desired outcome?

 What recruiting tools and resources do I have at my

disposal?
 Which of my personal experiences will help guide me?

 How will the experiences of other people help guide

me?
 What research can I conduct that can help guide me?

 What criteria will I use to track the effectiveness of my

strategy?
 How will my analysis allow me to improve the

effectiveness of my strategy?
 Cont…
In addition to the above questions, the following issues
should be considered during the preparation of a
recruitment strategy
a) Identification of the stage(s) of the recruitment process
being addressed
b) Identification of all of the variables involved in that
stage, including the people involved
c) The timeframe involved

d) The expectations for all parties concerned during the

stage
e) How those expectations are communicated

f) How all parties are held accountable for those

expectations
g) What happens if and when expectations are not met
Cont…
LO 3: Implement business development plan

Information sheet 1
Obtaining Physical and human resources
Obtain physical resources for business operation
 A business should obtain among other resources physical
resources to conduct its day to day activities smoothly. They
may include
 Premises: include any building or structure, any land and
any means of transport. Neither the building nor the
structure nor the means of transport need to be standing on
land owned by the same person, they may be anywhere.
 Machineries:
 Consumables : these are goods that are used up within a
year or less and consumed as a result of business operation
 Cont…
Obtain human resources for business operation
 Human resources refer to all the workers who are

participated in the day tp day activities of the business.

 In obtaining a human resource of any kind, the following

steps should be followed in the right sequence

 Hiring: the process of getting the right employees from

the labor market.

 Orientation of employees: it is the process of giving

the appropriate information of job for the new

employee.
 Placing: it is the process of giving job description,

showing the place and conditions in which the new

employee will
Information sheet 2
Establishing operational unit

Departmentalization
 Departmentalization is the process of by which jobs are

grouped together.
 Every organization will have its own specific way of

classifying and grouping work activities; i.e., each

organization will have its own departmentalization.
Importance of departmentalization
Some of the common importance of departmentalization are
 Growth and expansion
 Fixing responsibility
 Better customer service
 Management development
 Optimum utilization of resources
 Facilitates better control
Cont…
Types of departmentalization
 The five common forms of departmentalization are
 Functional departmentalization (based up on

functions in the business)

 Product departmentalization (based up on the

products/services of the business)

 Geographical departmentalization (based up on the

geographical distribution of the business)

 Process departmentalization (based up on the

process of the business)

 Customer departmentalization (based on the

nature/types of business operation)

Factors for choosing an appropriate departmentalization

The eight main factors to be considered while

choosing a basis of departmentalization
1. Work and Process
2. Specialization
3. Capabilities of Workers
4. Technology
5. Competitors’ Approach
6. Co-Ordination and Control
7. Environment
8. Optimum Utilization of Resources.
 Information sheet 3

Discussing and understanding Simulations on the development

plan.
 Development Plan
 The development plan is the main public statement of planning policies

for the local community.

 It sets out the land use, amenity and development objectives and policies

of the planning authority, for a 6 year period.

 The plan consists of a written statement of objectives and a map or series

of maps.
Objectives of a development plan
The development plan includes objectives for:
 development and renewal of obsolete areas;

 preserving, improving and extending amenities;

 provision of water supplies and sewerage services, waste recovery and

disposal facilities;
 zoning of areas for residential, commercial, industrial, agricultural etc.

purposes;
 provision of accommodation for travelers;

 Provision of services for the community (e.g. Creches).

Cont…
Who prepare the development plan?
 The making, reviewing and varying of the

plan is a function reserved for the elected

members (i.e. councilors) of the planning
authority.
 It is their duty to adopt the plan with the

technical help of their officials (the

Manager, planners, engineers etc.), and
following extensive public consultation
 Information sheet 4
Implementation manual

Implementation manual
 An implementation manual should be prepared for each
functional unit of the organization to facilitate tailor-
made operation throughout the organization.
 The implementation manual consists of steps and
procedures of performing a task and description of
duties and responsibilities of personnel accomplishing
the tasks.
 A Project Implementation Manual (PIM)is a
comprehensive guide for the development,
implementation and closure of the projects within the
time frame of a project.
Preparation of an implementation manual

The contents of an implementation manual

include the followings
 Overview of the whole activities of the

business
 Short explanation about the implementation

manual
 Training and development of employees
 Institutional safety climate
 Preparing an action plan
 Implementation process
 Evaluation and feedback on implementation
Information sheet 5
Marketing the business operation

Marketing a business operation

 Marketing a business operation is convincing
stakeholders and all the business contacts as much as
possible by giving clear and adequate information in
order to work with the business.
Purpose of marketing a business operation
 The purpose of marketing a business operation is to
make the stakeholders and all other individuals and
businesses work with the business concerned thereby
 Increase Profit

 Increase production

 Increase customers

 Increase the confidence of suppliers, customers, etc

Information sheet 6
Developing and implementing monitoring process

Monitoring and evaluation (M&E) definition

 Monitoring and evaluation (M&E) should be an essential

element of every program, providing a way to assess the

progress of the program in achieving its goals and objectives
and informing key stakeholders and program designers about
the results.
 Monitoring and evaluation (M&E) workto be successful and

provide useful results; it must be incorporated into the program

at the design stage.
Key Elements of a Monitoring and Evaluation Work Plan
 The scope of the monitoring and evaluation—Specifying

program goals and developing a conceptual framework that

integrates the inputs, activities, outputs, outcomes, and impact
and establishes realistic expectations for what monitoring and
evaluation can produce.
Cont…
 The methodological approach—Determining
monitoring and evaluation methods, including
identification of outcome indicators, data source, and
plans for data analysis.
 The implementation plan—Delineating activities, roles,
responsibilities, and a timetable for identified activities
with realistic expectations of when data will be analyzed
and results will be available.
 A plan for disseminating and using the results—
Determining who will translate the results into terms
understandable to program designers, managers, and
decision-makers; how findings will be shared and used
(e.g., written papers, oral presentations, program
materials, community and stakeholder feedback sessions);
and the implications for future monitoring and evaluation
 Assessment of a monitoring and evaluation (M&E) process

At the time when a Monitoring and Evaluation Work Plan is

implemented, it should be assessed by asking the following
questions
o Are the evaluation activities progressing as planned?
o Are the evaluation questions being answered sufficiently? Are other data

needed to answer these questions? How can such data be obtained?

o Should the evaluation questions be re-framed? Have other evaluation

questions arisen that should be incorporated into the plan?

o Are there any methodological or evaluation design issues that need to

be addressed? Are there any practical or political factors that need to be

considered?
o Are any changes in the plan needed at this time? How will these changes

be made? Who will implement them?

o Are appropriate staff and funding still available to complete the

evaluation plan?
o How are findings from the evaluation activities being used and

disseminated? Should anything be done to enhance their application to

programs?
Monitoring and Evaluation (M&E) Work Plan Template Contents

 Introduction
 Goals and Objectives of Country Program
 Monitoring and Evaluation Questions
 Illustrative Monitoring and Evaluation Questions
 Methodology
• Monitoring
• Evaluation
• Research
 Monitoring Quality of Services
 Special Studies
• Data Flow
 Management Information System and Data Feedback
 Management Information System Cycle
 Implementation
 Cont…
 Evaluation Matrix and Proposed Timeline
 Follow-Up System on Reporting Requirements

 Data Dissemination and Use

 Process Monitoring Tools

Information sheet 7
Maintaining Legal documents ,recording and
updating
Legal documents
 Legal document is a document that states some

contractual relationship or grants some right legal

instrument, official document, and instrument.
document, papers, written document - writing that
provides information (especially information of
an official nature)
Cont…
Generally, a document is legal if its
creator intends for it to be enforceable in a
court of law.
 In order for a document to be legal, it

must also adhere to the laws of the

jurisdiction where it will be enforced,
properly signed, witnessed and.
 Document Storage

 Document Storage is just that—a place to store

documents, usually organized into folders. Your
computer’s hard drive is one example of a document
storage.
 Document storage is a place to save documents to
retrieve later and potentially share with others, nothing
more, and nothing less.
 Nothing happens to these documents while they’re in
storage, and the users can’t do anything with the
documents apart from viewing and editing them.
 Validity of record means the state of being acceptable
according to the law
 Accessibility of record indicates how much it is easier for
its ultimate user to retrieve it any time in any condition.
 Principles of Record Keeping
 The overall principles of record-keeping, whether you are
writing by hand or making entries to electronic systems, can be
summed up by saying that anything you write or enter must be
 honest,
 accurate and
 non-offensive and
 Must not disclosepatient confidentiality
 More specifically, to be effective in record keeping, , you should
always try to ensure that you:
 handwrite legibly and key-in competently to computer systems
 sign all your entries
 make sure your entries are dated and timed as close to the
actual time of the events as possible
 record events accurately and clearly – remember that the
patient/client may wish to see the record at some point, so
make sure you write in language that he or she will understand
Cont…
 focus on facts, not speculation
 avoid unnecessary abbreviations
 record and quote anything the client has said
that you think might be significant
 do not change or alter anything someone else
has written
 if you do need to amend something you have
written, make sure you draw a clear line
through it and sign and date the changes
 Never write anything about a patient/client or
colleague that is insulting or derogatory.
LO 4: Review implementation process and take corrective
measures

Information Sheet-1
Review process is developed and implemented for
implementation of business operation

Review process of a business op-

eration
 Conducting an effective business review process ensures that
your company operations produce the desired results in the
most efficient manner.
 To conduct a business process review, assemble a team of peo-
ple representing all levels of the organization affected by any
changes to the current business process.
 Assembling the right people can help you identify problems, de-
termine potential improvements, assign project managers, im-
plement quick fixes and develop a long-term plan.
 Business Process Review Tools:

During the implementation of business process review, the following tools

should be used

Collecting Data:
o Auditing technological, administrative, external and human factors of the
process;
o Interviews and surveys to collect data from workers, managers and external
contributors;
o Analyzing workflow charts, performance measures and appropriateness of
controls;
o Analyzing process inputs: quality of raw materials, customer requirements,
labor, etc;
o Auditing applied regulations and standards for their compliance with actual
performance;

Data Processing:
 Technical and methodical expertise carried out by appropriate specialists;
 Qualifying and investigating existing problems to rank them;
 Discussions with focus groups to conclude appropriate resolutions;
 Researching possible ways to rectify situation and recommending them to
organization
 Steps of a business process
review
 Step 1: Map your Current Process: list the critical business
processes used to produce your products and services.
 Step 2: Observe Processes in Action: review the documented

business processes to ensure the details accurately reflect the

way that business works.
 Step 3: Identify Potential Changes: determine how the

changes may impact current procedures. Observe personnel

completing tasks to validate assumptions.
 Step 4: Design a New Process: redesigning business pro-

cesses involves ensuring that all processes for company func-

tions align to current strategic goals.
 Step 5: Evaluate your Implementation: the previous process

review steps create a new process. Now, you need to measure

operational activities, such as customer satisfaction, product de-
fects or costs, to determine if improvements generated by your
review have had an impact.
 Information Sheet-2
Improving in business operation and associated management process
are identified

Identify improvements in business

operation
 Business Process Improvement(BPI) is an approach designed to
help organizations redesign their existing business operations to ac-
complish significant improvement in production.
 Effective Business Process Improvement(BPI) helps to generate
promising results in operational efficiency and customer focus.
 Business process improvement (BPI) is a systematic approach to
help an organization optimize its underlying processes to achieve
more efficient results.
 Business process improvement (BPI) is a management exercise
in which enterprise leaders use various methodologies to analyze
their procedures to identify areas where they can improve accuracy,
effectiveness and/or efficiency and then redesign those processes to
realize the improvements.
Preconditions for effective Improvement of Business
Operations

 The four important items

that must be in place in ad-
vance of an effective busi-
ness process improvement
effort are:
1) Providing the vision
2) Providing the skills
3) Providing the goals
4) Providing the rewards
 Steps for improving business Operations

The following seven major steps are simplified approaches to

process improvement that any company can embrace and im-
plement immediately.
 Step 1: Create a process master. List each organizational process, and the
suppliers, inputs, major process activities, outputs, customers and key metrics for
each.
 Step 2: Prioritize processes. Using the organization’s strategic success criteria
as weighting factors, determine how each process impacts their fulfilment and
rank accordingly.
 Step 3: Assemble the team. Include an executive sponsor, the process supplier,
the process owner, process participants and the process customer.
 Step 4: Create process models. Detail the flow of activities in the process and
identify departments, resources, decision points and narratives where indicated for
clarification.
 Step 5: Perform root cause analysis. Using brainstorming, affinity diagram-
ming, cause-and-effect diagrams, check sheets and Pareto analysis, identify the
possible root causes of the problem.
 Step 6: Address top causes. Have the team charter projects, as appropriate, to
address the causes identified as most problematic during Pareto analysis.
 Step 7: Re-measure. To validate the effectiveness of the solutions implemented
as a result of the successful completion of the chartered projects, re-measure us-
ing check sheets.

Information Sheet-3
Identifying improvements are implemented and monitored for effectiveness.

Implementing improvements for business effect-

iveness
 Implementing improvements for business effectiveness is in one way
or the other an activity implementing change.
 Change is complex and dynamic. It involves moving or transforming
from something familiar to something new.
 Change can be broad, affecting multiple practices or aspects of the
program, or it might be narrow, affecting fewer practices. Regardless
of the scale, change is a dynamic active and on-going process,
rather than a single event.
 The change process can be understood and organized using de-
fined steps and subsequent activities that are needed to move a
concept into reality. As far as implementation of improvement in
business operation is concerned, the following steps should be taken
 Step 1: Exploration:the goals of the exploration stage are to
identify the need for change, determine what innovation or set of
practices are likely to meet that need, and to decide whether or not
to move ahead with the implementation process.
C0nt…
 Step 2: Installation: the goal of the installation
stage is to build system capacity which will support
the implementation of the new practices at selec-
ted sites.
 Step 3: Initial Implementation: the goal of initial
implementation is to put the new practices in place
at selected implementationsites.
 Step 4: Full Implementation: the goals of full
implementation are to assure practices are used
with high fidelity, and areachieving expected out-
comes at all initial sites.
 Stage 5: Expansion/Scale-up: the goal of expan-
sion or scale-up is to increase the number of sites
using the practices with fidelity.
Monitoring improvements for business effectiveness

 Monitoring improvements of a business involves

keeping track of lots of moving parts.
 Most business activities involve multiple team mem-

bers handling various aspects of the human re-

sources at the same time.
 You have to monitor elements such as the budget,

scope, schedule, resources and tasks to be com-

pleted.
 Accurate and effective monitoring helps you stick to

your timeline and identify problems early in the

process to ensure your project is a succe
LO 5: Establish contact with customers and clarify needs of
customer

Information Sheet-1
Persuasion strategies are developed
and discussed.
 Persuasion is a symbolic process in which

communicators try to convince (encourage)

other people to change their attitudes or
behavior regarding an issue through the
transmission of a message, in an
atmosphere of free choice.
Information Sheet-2
Welcoming customer environment is maintained and
Customer is greeted warmly according to enterprise
policies and procedures.

Definition of customer
 Customers are people who need and consume

thegoods and services of businesses.

 Customers are not interruptions to your job but

they are the reasons you have a job or establish

and conduct a business.
2.2 Customer handling /Customer service/
skills and attitudes
 Customer handling or customer service is

taking that extra step to help customers without

being asked! It’s all about attitude and skills.
 Cont…
 The attitudes that assist in providing good
customer service are
 Enjoy helping people
 Handle people well
 Care for your customers
 Give fair and equal treatment to all
 Be understanding of people with special needs
 The skills that assist in providing good customer
service are
 Know about your organisation
 Learn the technical parts of the job
 Communicate well
 Be consistent
 Be organised
 Know your place in the team and be a team player
 Emphasize
 Information Sheet-3
Information is provided to satisfy customer needs.

Steps to identify customers’ needs

Here are the steps that can be used by any business to gather information
about customers’ needs/wants.
 Talk to customers
 Listen to employees
 Address the real issues
 Reality check with customers

 Develop on-going processes for working with customers

Common types of customer’ needs

 Before you can get an idea of what your customers want, you have to know
who they are.
 “Know” your customers don't necessarily mean that you have to recognize

them when they come into you or remember their name after every
transaction but it means having a general picture of who buys from you.
 Customers have six basic buying needs pertaining to the product/service:

1. Safety.
2. Performance
Cont…
3. Appearance.
4. Comfort.
5. Economy.
6. Durability.
Customer satisfaction
 Customer satisfaction measures how well

the expectations of a customer concerning a

product or service provided by your company
have been met.
 Businesses used surveys to gather information

about customer satisfaction which addresses

the following areas:
Cont…
 Quality of product
 Value of product relative to price - a function of

quality and price

 Time issues, such as product availability, availability

of sales assistance, time waiting at checkout, and

delivery time
 Atmosphere of store, such as cleanliness,

organization, and enjoyable shopping environment

 Service personnel issues, such as politeness,

attentiveness, and helpfulness

 Convenience, such as location, parking, and hours

of operation
 Information Sheet-4
Information on customers and service history is gathered for analysis.
.

Gathering data on customers

 Understanding your customer better isn’t as complex as you might
think, but it does require a thoughtful analysis of where and how you
can collect meaningful data.
 By better defining which aspects of their behavior or profiles are most

significant to your business, you can start to measure and analyze

better ways to engage them and ultimately sell more.
There are five different data collection activities that together
will tell us what we need to know about our customers:
 Customer Segment Analyses: These are focus groups that allow us

to meet face-to-face with customers while they talk about service

issues important to them.
 Interaction Tracking: These are surveys conducted to monitor how

satisfied customers are with the service they receive by telephone

(both field office and 800 number), office visit (both field and hearings
offices), and the Internet.
Cont…
 Special Studies: These are customers’ focus groups or surveys
conducted whenever we need more information about specific issues.
 Comment Cards: For years, field offices and tele service centers have

used comment cards to solicit customer feedback on the quality of our

service.
 “Talking and Listening to Customers” (TLC) System: This is an

Agency-wide system that is being developed to capture, analyze and

address customer-initiated complaints and compliments.
The known two forms of data are quantitative and qualitative data.
 Quantitative data: data of numerical character which is expressible

as a quantity of relating to or susceptible of measurement (Example:

“Export wheat without quantitative limitations”)
 Qualitative data: data of non numerical character involving

distinctions based on qualities.

Analyze data about customers
 After collecting data of customers, the next step is to
analyze the data for reaching on the findings which are
important for making informed decisions.
 Analyzing the data means to look at and to identify what is

going on.
 Here, we refer to “data analysis” in a more narrow sense:

as a set of procedures or methods that can be applied to

data that has been collected in order to obtain one or
more sets of results.
The two most basic types of procedures that may be used
to analyze quantitative data are: summary measures
and variance measures
Summary measures consider questions like:
o How do the data converge (come together)?
o What is a “typical” (average) value?
o Where is the middle (center) of a group?
 Cont…

Variance measures consider questions like:

 How do scores differ?
 What are the differences between individuals in a group?
 What is the range of outcomes?

The common procedure used to analyze qualitative data is

a narrative analysis method using questionnaires and
interviews.
 The first step in analyzing qualitative data is to arrange the

data in a manageable format that will facilitate the process

of assigning codes and themes /topics/to sections of the
transcript.
 Once the theme has been established, count the number of

times that the theme/topic/ was identified. At this point the

themes can be arranged in order of frequency (the number
of times that the theme was identified).

Information Sheet-5
Customer data is maintained to ensure database relevance and currency.

Characteristics of products/services of the

enterprise
 Product is a tangible result of an economic activity which
has the capability to satisfy the needs and wants of
individuals.
 Products could be classified as either functional or

innovative based upon certain

Characteristics of the product and its market demand.
 Functional products: functional product satisfies basic

needs and typically does not change over time.

 Innovative products: these products are often trendy,

fashionable, or high tech

 and exhibit highly variable demand.

 Service is an intangible result of an economic activity which

has the capability to satisfy the needs and wants of

individuals.
cont…
 The two primary characteristics of services are
intangibility and simultaneity. These primary
characteristics lead to two secondary characteristics,
namely, perish ability and variability.
 Intangibility: servicescannot be touched or

determined using sense organs.

 Simultaneity: Service delivery and consumption are

inseparable from each other and must be produced

and consumed simultaneously.
 Perish ability: services cannot be stored for future

use, unless these are converted into tangible forms.

 Variability: Since services are intangible, these are

variable too.
Matching the needs of customers with the nature of products/services

 Always, consumers buy and use goods and

services in line with their reactions to different
features of these goods and services.
 The reactions of consumers to the features (signals
of quality) can be categorized as
 Consumer reactions to packages
 Consumers reactions to colours
 Consumers reactions to shapes
 Consumers purchase intention
 Therefore, consumers buy goods only when their
needs match their specific reactions to the feature
(signals of quality) of goods.
 Information Sheet-6
Customer details are documented clearly and accurately in required format.

Customer Profile
A customer profile is a description of a business’ customers based on
their demographics, backgrounds, hobbies, and interests.
A customer profile template is a list of questions with instructions
that will help you craft your customer profile(s).
 The details about customer can be obtained from receipts, purchases, mail
order
 requests, information inquiries, subscriptions, feedback forms, and other
sources
 representing customer preferences or predisposition to purchasing a product.
Elements of a Customer Profile
 Elements of a customer profile are the types of information about
customers that should be included in a customer profile.
 Even if elements of a customer profile change, they almost always include
 Demographic information (age, gender, and race);
 Socioeconomic information (income and occupation, for instance); and
 Psychographics (customer interests and behavior). Here are the elements of a
customer profile:
Keys of documenting customer
details

The followings are keys for a proper

documentation of customers’ details
 Time and Date
 All Appropriate Names
 Important Account Information and

Identifying Information
 Important Transaction Information
 Details That Matter Later, Not Just Now
 Scheduling a Follow Up
Information Sheet-7
Negotiations are conducted in a business-like and professional manner.

Negotiation
 Negotiation is process where two parties with differences which

they need to resolve are trying to reach agreement through

exploring for options and exchange in gofers– and an agreement.
The key feature to negotiation are
 Reciprocity: what one party does tends to be matched or

reciprocated by the other even if this does not happen all the
time
 Trust: is an expectation that the other party will act in a

beneficial rather than exploitative way

 Power:
 Information exchange:
 Ethics and
 Outcome:
Basic characteristics of negotiation

I. Firstly, negotiation is a process

II. Secondly, we need two parties for a negotiation
III. Thirdly, there must be differences.
Ways of conducting negotiation
 There are two broad ways agreements can be found.

 The first is the negotiators can explore possibilities and

develop options that might possibly resolve the issue.

This is the creative aspect of negotiation and is how
negotiators add value.
 Secondly, and more commonly, negotiators can

exchange offers around and between their state of

dispositions which involves compromise and can be
competitive
Information Sheet-8
Benefits for all parties are maximized in the negotiation through use of
established techniques and in the context of establishing long term relationships

Approaches /techniques of negotiation

 Structural approach: consider negotiated

outcomes to be a function of the characteristics

or structural features that define each particular
negotiation such as the number of parties and
issues involved in the negotiation and the
composition (whether each side is monolithic or
comprises many groups) or relative power of the
competing parties
 Strategic approach: the emphasis in strategic

models of negotiation is on the role of ends

(goals) in determining outcomes.
Cont…
 Behavioral approach: emphasize the role
negotiators’ personalities or individual
characteristics play in determining the course
and outcome of negotiated agreements.
 Concession exchange (Processional)

approach: describe a different kind of

mechanism that centers on learning. According
to Zartman, this approach (which Zartman calls
the processional approach) looks at negotiation
“as a learning process in which parties react to
each others’ concession behavior” (Zartman,
1978).
Developing negotiation skills for maximizing benefits

 In order to maximize the benefits in negotiation, it is necessary to

improve the negotiating skill of anyone who is involved in the
process of negotiation.
 The most common factors for successful negotiating skills are
mentioned as follows
 Know what you want: The clearer you are on your interests and
goals, the better your chance of success in negotiation.
 Know the other side: Learn as much as you can about the
people with whom you are going to be negotiating.
 Consider the timing and method of negotiations
 Prepare point by point
 Offer benefits for accepting your offer: You are much more
likely to close if you present the benefit…the “what’s in it for
them?” test.
 Frame your negotiation around one or two key points
 Ability to know when and how to walk away if you are
unable to reach an agreement.
 Prepare options for mutual gain
 Listening is the most powerful negotiation skill
Information Sheet-9
The results of negotiations are communicated to appropriate
colleagues and stakeholders within appropriate timeframes

Communication fundamentals
 The term communication is derived from the Greek

word “communicate” or “communico” which means “to

share”.
 Communication is a process by which information is

exchanged between individuals through a common

system of symbols, signs, or behavior.
 Communication can be defined as the process of

transmitting information and common understanding

from one person to another (Keyton, 2011).
 Effective communication is a two-way process that

requires effort and skill by both sender and receiver of

the information transmitted.
How to communicate the results of negotiation
 Negotiation is nothing but a discussion among individuals
to reach to an alternative which would satisfy all.
 To make an effective negotiation, any negotiator should
consider the followings
 An effective communication is directly proportional to an
effective negotiation.
 One should very sensibly convert his thoughts into a
speech by carefully selecting relevant words.
 Effective communication is important in salary negotiations
as well.
 An effective communication is of prime importance in
business deals also
 Non verbal communication also plays an important role in
an effective negotiation. Our facial expressions hand
movements, posture matter a lot and must never be
ignored.
Barriers to Effective Communication

 Barriers to communication are those factors that

can block, filter, or distort the message of
communication.
 The major classifications for the barriers to effective

communication are: environmental and personal.

 Environmental Barriersinclude ineffective

listening, lack of enough time, managerial

philosophy, and fear of the power and status of the
person involved in communication.
 Personal Barriersincludeindividual’s frame of

reference or beliefs and values, one’s

socioeconomic background and prior experiences
status quo, filtering out information that is
unpleasant and lack of empathy
 Information Sheet-10
Opportunities to maintain regular contact with customers are identified and
taken-up.

Opportunities for effective Relationship

of Business with Customers
 In order to make effective regular contact with customers, the
first thing what the business should do is to develop a customer
focused policy that takes into account the needs and wants of its
customers.
 In addition to a customer focused policy, the followings are
different kinds of strategies that the business owners can use to
convince their customers and create effective relationship with
them;
 Claim: State your argument: (example) I am going to try to
convince you that chocolate is a healthy snack.
 Research/ Logos: reliable research can help your argument
seem convincing (example) A recent study shows that students
who watch TV during the week don‘t do as well in school.
Cont…
 Big Names: Important people or experts can make your argument
seem more convincing (example) Former U.S president Barak
Obama thinks that unwanted food should be taken out of
marketing machines
 Ethos: If people believe and trust in you, you are more likely to
persuade them Example: Believe me! I have been there before, I
am just like you.
 Kairos: try to convince your customer that this good/product is so
important. They should act now. This is done by creating
urge(support) on them
 example: this is a onetime offer. You can‘t get this price after today
 Pathos/ Emotive language: Appeals to the customer‘s emotion.
Demonstrating the quality or power in actual life experience or in
literature, music and speech. Example: Give money to our charity
in order to save the life of elders‘ people
 Repetition/slogan: Repeating keywords or phrases (example) Yes
we can!‖ ―Yes we can!‖ ―Yes we can!‖ taken from Obama‘s
presidential campaign.
LO 6: Develop and Maintain Business Relationship

Information Sheet-1
Describing features and benefits of products
Description of features of a product or service
 Product features are characteristics of your product that describe
its appearance, components, and capabilities. A product feature
is a slice of business functionality that has a corresponding
benefit or set of benefits for that product's end user.
 You want products or services with features which customers
perceive as valuable benefits. By highlighting benefits in
marketing and sales efforts, you'll increase your sales and profits.
Your product and service offerings have to deliver solutions and
satisfy needs, or they won't be successful.
 Marketing services is different from marketing goods because of
the unique characteristics of services namely, intangibility,
heterogeneity, perishability and inseparability. In most countries,
services add more economic value than agriculture, raw materials
and manufacturing combined.
Cont…
 A feature is a function or characteristic of a
product or service that has value to
customers.
The following are the basic types of feature.

 Style: The artistic elements of form, shape, line, color, tone,

space and texture. For example, the form and color of a
bicycle helmet may be considered a feature by customers.
 Function: are things that a product or service
accomplishes. Each function helps a customer perform a
task. For example, a coffee mug holds hot or cold beverages
 Experience: The intangible elements of products and
services that define end-to-end customer experience. For
example, how a coffee cup feels in your hand or how it
wears with time.
 Quality: The merit(advantage) of a product or service
including both intangible and tangible elements. For
example, the taste of food and the health properties of
ingredients.
Information Sheet-2
Discussing alternative sources of information/advice.

Information/advice for customer

 The exact type of information in a customer service
management system varies somewhat depending
on the type of product or services the business
offers. These systems should provide a complete
record of information needed to provide services to
a customer. Information can come from a variety of
systems, including from purchased lead list, website
registrations and interactions with the
organization's contact center. Most customer
service management systems are part of a broader
customer relationship management suite.
Cont…
Cont…
 All customer service management systems store
customer details such as name, address and
phone number. Many also store other demographic
details relevant to providing or offering services to
customers. Besides these there are some ways to
collect information on your customers including:-
Order forms
Enquiries
Complaints
Warranty cards
Customer rewards programs
Customer satisfaction surveys
Feedback cards
 Customer competitions
 Sources of information/advice for
customer
The major sources of consumer information are
personal contact, business organizations, media
information, independent testing originations, test
sources, and government agencies. Here are some
common sources of information for customer
 Customer service interactions such as call center

interactions and chat records, and complaint records

 Customer and/or partner advisory councils
 Internal information such as financial and

operational data
 Purchasing data or product usage data
 Transactional and/or relationship surveys data
 Social media, online communities, and website data
 Input documented from frontline employees
 Information Sheet-3
Seeking, reviewing and acting upon Information needed pro-actively.

Seek information for sound business

relationships
 Whether you recognize it or not, all successful small businesses–
regardless of what they do or sell–have one thing in common: their
owners know how to build and maintain relationships. The truth is that
entrepreneurs too often get caught up in the details of the kinds of
products or services they are selling to notice how critical it is to build
relationships not just with your customers, but also with your vendors,
employees and–gasp–even your competitors. "Without strong
relationships, it is impossible to have success as a business owner,
 You need to have long-term customers and good vendor relationships
that will carry you through challenging times or tight deadlines, as well
as relationships with other business owners to share struggles,
resources and best practices that can really give you an edge.
 The reality is that business relationships are just like any other
relationship. They require some effort to maintain and they must be
mutually beneficial. As in any relationship, you must be willing to give,
share and support, not just take or receive.
Cont…
 Create better business relationship

Without care and effort, relationships fade away. If

you want to have strong relationships, you are
going to have to pursue them and maintain them,
follow these seven tips:
 Keep up with people
 Build trust
 Network
 Show an interest in others
 Work hard
 Focus on giving
 Focus on quality, not quantity
 Here are ways to build lasting business
relationships in today’s professional world

 Be Authentic
 Identify shared goals and values
 Develop mutual respect
 Share some vulnerability
 “I have got your back
 Make meaningful connections for people to

network with each other

 Get more personal
 Plan something fun to do together
 Review information for sound business relationships

 Productive business relationships are, in part, built

on the ability to identify and take up opportunities to
maintain regular contact with customers, suppliers
and other relevant stakeholders
Cont…
 A relationship between your business and
another party can be started by the business
making contact with the other party and the
other party making contact with the business.
this contact may be
In person-face-to-face contact
Where a person walks into a business
Where a person from a business call on or visits a
potential customer
Telephone contact
Written contact-fax, email, letter, advertisement,
and offer.
 Utilize information for sound business relationships

 Customers may be divided into, or classified

in many ways, often aligning with marketing
or sales targets or business-specific ‘target
markets, such as:
Corporate customers and clients
Government customers- such as local and or
national government agencies or authorities
Private customers- these are individuals, couples
or families
Travel or tourism sectors
Customers can also identified by certain
demographic characteristic such as
Cont…
Gender- male or female
Age- which may be specific range,
or an age range
Religion
Income
Marital status
Domestic, or international – who
may be further divided into
country or origin classification
Information Sheet-4
Honoring Agreements

Making business agreements

 Before you make business agreements you have to

understand what a business contracts mean and

dealing with contracts is part of running a small
business. You will have a number of business
relationships involving some type of contractual
commitment or obligation. You may :-
 be a purchaser of goods and services - as a borrower

of money, in rental agreements and franchise

agreements
 be a supplier of goods and services – retailer,

wholesaler, independent contractor

 Have a partnering agreement with other businesses –

partnerships, joint ventures, and consortium

 Cont…
 Managing your contracts and business relationships is very important.
 It is important to know your obligations and legal requirements
because regulations and can apply to many different areas of your
business.
 When you have a business where customers contract you to perform a
service, you need a legally binding agreement to spell out of the
terms and conditions of the business relationship. A business
agreement serves as a guide that all parties to the agreement must
follow. Generally, one party draws up the agreement and both parties
sign it as an acknowledgment of the terms and conditions it contains
Cont…
 Although oral agreements are legal and binding
in many situations, they’re often difficult
situations, they aren’t enforceable at all. In the
business world most agreements should be in
writing even if the law doesn’t require it. There
are some tips for making solid business
agreements and contracts.
Get it in writing
Keep it simple
Deal with the right person
Identify each party correctly
Spell out all of the details
Specify payment obligations
Agree on circumstances that terminate the contract
Agree on a way to resolve disputes
Cont…

For a contract to be legally binding it must

contain four essential elements:
 An offer
 An acceptance

 An intention to create a legal relationship

 A consideration (usually money).

Terms and structure of an agreement of a business

 There is no specific format that a contract must

follow. Generally it will include some terms; either
expressed or implied, that will form the basis of the
agreement. These terms may outline contract
conditions or contract warranties.
 Contract conditions are fundamental to the

agreement. If the contract conditions are not met it

is possible to terminate the contract and seek
compensation or damages.
 Contract warranties are less important terms and not

fundamental to the agreement. You cannot terminate

a contract if the warranties are not fulfilled, however,
you may be able to seek compensation for any
losses incurred.
Cont…
When negotiating the contract terms make sure the
conditions of the contract are clearly defined and
agreed to by all parties. Contracts may follow a
structure that can include, but are not limited to, the
following items:-
 Details of the parties to the contract, including

any sub-contracting arrangements

 Duration or period of the contract

 Definitions of key terms used within the

contract
 A description of the goods and/or services that

your business will receive or provide, including

key deliverables
 Payment details and dates, including whether

interest will be applied to late payments

Cont…
 Key dates and milestones
 Required insurance and indemnity

provisions
 Guarantee provisions, including director’s

guarantees
 Damages or penalty provisions
 Renegotiation or renewal options
 Complaints and dispute resolution

process
 Termination conditions
 Special conditions
Individual responsibility in business agreements

 All partners are responsible for keeping the

business records straight, keeping finances in
order, and paying the business taxes. Further, if
the management roles of the individual partners
have been set out ahead of time in a partnership
agreement, individual members accept a legal
duty to fulfill these roles.
Honoring business agreements
 A contract is a legally binding document, which means that
companies must honor it even if they no longer want to.
There are some limited circumstances in which a company
might be able to get out of honoring a contract, such as
bankruptcy or your breach of the contract. If your company
violates (fail) a contract, you could be sued.(smooth)
 Today, we rely on legally binding written contracts, which
hold their own kind of power and purpose. And while these
contracts are critical for defining scope and mitigating risks,
they represent a narrow definition of “agreement.”
 Information Sheet-5
Making adjustments to agreements in consultation with
the customer

Making adjustments to business

agreements
 If a contract already exists and you and the other party want to modify
some element of it -- whether it's an addition (addendum), deletion,
correction, or similar change -- an amendment is an ideal solution.
 An amendment doesn't replace the whole original contract, just the
part that's changed by the amendment (for example, the delivery date
or the price for goods). If a contract requires extensive changes, it's
generally wiser to create an entirely new agreement or, alternatively,
to create an "amendment and restatement," an agreement in which
the prior contract is reproduced with the changes included. Read on to
learn more about amendments to contracts and how to use them.
 When you amend a contract, you change the original contract in some
way. This can include adding, deleting, or correcting portions of the
contract. The contract amendment does not replace the entire
contract, but often substitutes a part of it.
Before you sign a contract with your employer or business partners
you have to:-

read every word, including the fine print

ensure that it reflects the terms and conditions that were
negotiated
seek legal advice
allow plenty of time to consider and understand the
contract
don’t be pressured into signing anything if you are unsure
never leave blank spaces on a signed contract- cross
them out if you have nothing to add so they cannot be
altered later
make sure that you and the other party initial any
changes to the contract
obtain a copy of the signed contract for your records
Consultation made with customer for adjustments to business agreements

 The only constant thing in life is change and

contracts are not spared of this as well. Contracts
are legally binding documents between two or
more parties. It is a document that outlines the
benefits and duties that each party should
undertake. To be effective legally, some contracts
need to be in writing. During the lifecycle of a
contract, one or both parties may feel the need to
change one or several aspects of the contract.
This means that there may be changes to the
fundamental entitlements and obligations of a
contract.
Cont…
 The changes may mean adding or altering the
values of the contract in the entry component of
the agreement, on the special payment terms
page on the related project page. Parties often
make changes to their contracts when they are
active. This may change on different platforms.
Both parties could make changes to these
contracts regardless if they agreed upon them
orally or in writing. You can amend your contract
in part or in whole, and this depends on the
needs of the parties. Additionally, you can
modify a contract before signing it or after you
and the other party have agreed to it.
Making adjustments to business agreements based on information
shared with appropriate colleagues

 Once you’ve signed a contract you may not be able to get

out of it without compensating the other party for their
genuine loss and expenses. Compensation to the other
party could include additional court costs if the other party
takes their claim against you to court. Some contracts may
allow you to terminate early, with or without having to pay
compensation to the other party. You should seek legal
advice if you want to include an opting-out clause.
 A modification clause stipulates the conditions for mutually
agreed upon changes or alterations made to an existing
contract. A contract modification may introduce or cancel
specifications or terms of an existing contract, while leaving
its overall purpose and effect intact. Contract modification
may sometimes be referred to as a contract amendment.
 Cont…
 To make adjustment to business agreement it is better first
understand what is knowledge sharing? It’s an activity through
which information, skills, expertise is exchanged between
people, friends, and organization.
 It is important and can improve the organization’s working on a
whole to share information from appropriate colloquies.
◦ Creates Awareness
◦ Provides fast solution and improves response time
◦ Increases Co-ordination
◦ Acceptance to new ideas
Information Sheet-6
Nurturing relationships through regular contact

Nurturing (developing) relationships

 A relationship cannot survive on its own. It needs
the care and nurturing of two adults, giving to
each other in a way that creates a mutually
beneficial connection. To foster a deep and loving
relationship, there needs to be: Kind, constant,
and honest communication.
 Cont…
 To foster(encourage) a deep and loving relationship,
there needs to be:
 Kind, constant, and honest communication. Without talking, your
relationship will not survive. The more you communicate, the closer
you will be.
 The willingness to work through difficulties and disagreements.
Throwing in the towel, even if you don't walk out the door, is not the
path to happiness. You must face the discomfort that comes with
differing opinions and ideas.
 A sense of humor, some fun, and a bit of distraction from the rigors of
daily life. You can't spend all your free time "working" on your
relationship-don't make it a hobby. Discuss what you like to do, where
you'd like to go, and how you both like to have fun. Then go do it.
 Sharing life lessons with the one you love. When you discover
something about life, or you make a self-correcting move that is
healthy for your relationship, let your partner know. You'll be surprised
by the positive response.
 Emotional support, validation, and compliments. If you don't feel that
you partner likes and respects you, there will not be a strong
connection. You have to lift each other up and let each other know the
depth of your caring.
Cont…
 Love, intimacy, romance, and sex. These are the cornerstones of a
loving relationship. Being great roommates just won't cut it. There
has to be the desire to be together as a couple. You may think the
spark has gone, but there are too many ways to rekindle it. All you
have to do is try.
 Sharing goals and dreams that resonate with both of you. We are
happier when we are working toward a goal than when we have
achieved one. Make sure you always have something to look
forward to and that you are pursuing it as a couple.
 Compassion, acceptance, and forgiveness. These will show you the
way through a difficult time. If you are together for a while, there
will be losses, challenges, and some things that you just can't fix.
Weathering the storms together is a big part of what relationships
are all about.
 A mutual desire to step outside the box. The tried-and-true is good,
but the never- attempted-before may be better. Couples who share
new experiences together develop a stronger bond.
 Being able to admit mistakes and to talk about them. We all screw
up. Learning to understand and let go of mistakes that you or your
partner make will turn your life around and give you more time for
joy.
 Interpersonal communication styles

 Interpersonal communication style is the

manner in which one communicates. It includes
the way one interacts to create expectations for
future behavior on the part of both participants.
Communication is the transmission of
information and meaning from one individual to
another.
 There are four types of Communication Styles.
Every person has a unique communication style,
a way in which they interact and exchange
information with others. There are four basic
communication styles: passive, aggressive,
passive-aggressive and assertive.
Cont…
 How to nurture relationships using effective interpersonal and communication styles.

o Good working relationships give us several other benefits: our

work is more enjoyable when we have good relationships with
those around us. Also, people are more likely to go along with
changes that we want to implement, and we're more innovative
and creative.
o What's more, good relationships give us freedom: instead of
spending time and energy overcoming the problems associated
with negative relationships, we can, instead, focus on
opportunities.
o Good relationships are also often necessary if we hope to
develop our careers. After all, if your boss doesn't trust you, it's
unlikely that he or she will consider you when a new position
opens up. Overall, we all want to work with people we're on good
terms with.
o We also need good working relationships with others in our
professional circle. Customers, suppliers and key stakeholders
are all essential to our success. So, it's important to build and
maintain good relations with these people.
Cont…
There are several characteristics that make up good, healthy
working relationships:-

 Trust: - This is the foundation of every good relationship.

When you trust your team and colleagues, you form a
powerful bond that helps you to work and communicate
more effectively. If you trust the people you work with, you
can be open and honest in your thoughts and actions, and
you don't have to waste time and energy "watching your
back."
 Mutual Respect: - When you respect the people who you
work with, you value their input and ideas, and they value
yours. Working together, you can develop solutions based
on your collective insight, wisdom and creativity.
 Mindfulness: - This means taking responsibility for your
words and actions. Those who are mindful are careful and
attend to what they say, and they don't let their own
negative emotions impact the people around them.
Cont…
 Welcoming Diversity:- People with good
relationships not only accept diverse people and
opinions, but they welcome them. For instance,
when your friends and colleagues offer different
opinions from yours, you take the time to consider
what they have to say, and factor their insights into
your decision-making.
 Open Communication:- We communicate all day,

whether we're sending emails and IMs, or meeting

face to face. The better and more effectively you
communicate with those around you, the richer your
relationships will be. All good relationships depend
on open, honest communication.
For all

10Q!!!