organizational direction - deca.ca€¦ · web viewword of mouth advertising (wom) is the unpaid...

KeyPQ = Prerequisite level performance indicator content develops employability and job-survival skills and concepts, including work ethics, personal appearance, and general business behavior.CS = Career Sustaining level performance indicator content develops skills and knowledge needed for continued employment in or study of business based on the application of basic academics and

business skills.SP = Specialist level performance indicator content provides in-depth, solid understanding and skill development in all business functionsSU = Supervisor Content provides the same in-depth, solid understanding and skill development in all business functions as in the specialist curriculum, and in addition, incorporates content that addresses

the supervision of people.MN = Manager Content develops strategic decision-making skills in all business functions needed to manage a business or department within an organization. ON = Owner Content develops strategic decision-making skills in all aspects of business that are needed to own and operate a business.

Identify ways that technology impacts businessThe legal field has expanded due to the impact technology as had on society. Today technology is a term referred to daily in every business. It may be relating to ticket sales in the entertainment business or on-line shoe sales in retail. It may be related to a new phone system being installed or new data entry software. There is no end to the impact technology has on communication, productivity and the overall nature of today’s business culture. With this new powerful innovative tool, come concerns and cautions that create a need for counsel in terms of confidentiality, on-line security, trademark and copyright protection, cross- culture issues, and more. Technology has also created concerns for ethics, but the benefits from profits and savings in productivity outweighs these concerns and commerce demands that technology keep rolling in a fast and aggressive manner. Computer software and hardware provide a manager with the means for capturing, storing, and analyzing information regarding the operations of the business. Better technology makes the job of managing easier because it improves the accuracy, timeliness, and usefulness of the information produced. Example: computer scanning of UPC codes when receiving eliminates errors made in identifying part numbers, which is an important factor in managing inventory. Example: linking the sales processing and invoicing system to the inventory management system also improves accuracy and reduces loss.

CS Use an information system for order fulfillment SP “Sell” ideas to others (see Sell ideas to others)SP Act as the liaison between departments CS Act as the office “gatekeeper” CS Adapt communication to the cultural and social differences among clients

Participants should explain that communication is the process of exchanging messages between a sender and a receiver. They should identify that one must be an effective communicator, in terms of both sending and receiving messages, to be successful in adapting communication to the cultural and social differences among clients. Some of the areas of communication that the participant should identify are: effective listening skills – this allows a person to identify the purpose of the speaker, give feedback, and evaluate the speaker’s message barriers to communication – can be impeded by the distance and position from the speaker, or verbal impediment through the use of vague or unclear language non-verbal cues – a person’s tone of voice, emphasis and body language are critical because they often communicate as much as (if not more than) the speaker’s actual words Participants should identify that cultural and social differences occur among clients and the most successful way to adapt their communication to these differences is to ask questions,

observe and listen for feedback. They should watch for non-verbal feedback and respond appropriately when given. They must alter their sales approach, as they should for all clients (no two clients are the same and the same sales approach will not work on everybody). Adaptability, thinking on one’s feet, creativity and responding to feedback are all tools that they should employ when communicating with clients.

The main focus of marketing today should be to create effective communication methods and a communication mix appropriate to each of the diverse groups active in the market. Diversity marketing recognizes the influence of cultural programming and acknowledges that different consumer groups have life experiences in different cultural and social settings. Because of this different cultural programming, the tastes, values, expectations, beliefs, ways of interaction, ways of entertainment, and lifestyle preferences of these groups tend to be

different from others. These differences require the creation of customized marketing strategies.




CS Adapt to communications styles (written, verbal, formal/informal) CS Adhere to company protocols and policies SP Adhere to data change best practices CS Adhere to laws pertaining to computer crime, fraud, and abuse CS Adhere to organization's policies for technology use CS Adhere to technology safety and security policies (e.g., acceptable use policy, web page policies)SP Adjust communications plan PQ Adjust to change

Globalization and technology continually change the dynamic of work environments and the business cycle at large. In order to succeed as a business, workers must learn to adjust to these changes. Once a company adopts philosophies, procedures, and protocols reflective of a change, employees

SP Administer and interpret employee selection tests SP Administer employee fitness/wellness programs

Wellness programs need to be owned by the employees, not dictated from above. They do not need to be expensive. However if man hours are being included in administering and assessing the program on a regular basis, the costs will expand. Offering a 15 minute paid walk time, supplying bike racks, meditation breaks, providing healthy snacks and drinks can be done without incurring huge costs.

SP Administer leave management procedures SP Administer worker’s compensation claim SP Analyze business processes (e.g., measure efficiency, benchmark metrics)

Analyze business systems and procedures Does the company have a Code of Conduct that explains the company’s expectations with respect to ethical situations? There is a Code of Conduct for accountants from the professional organization According to the Code, is the employee required to report stock purchases based on company information (e.g. Legal insider trading) Has there been training ethics in the company? Example—a workshop in dealing with ethical dilemmas Is there whistleblower protection? Has the company culture set a moral tone and expectations? Does the leadership in the company act ethically? Participants should outline the role and necessary action of the operations/loss prevention team within the business system. Ideas might include:




Recommending and enforcing a safe warehouse layout Assessing the current employee training program as well as recommending training changes to the HR department for them to enforce Evaluate current security systems and make recommendations for further action to reduce theft Participants should make the connection between the impact of the operations/loss prevention team on the procedures of other departments and the success of the business as a whole

CS Analyze company resources to ascertain policies and procedures A set of policies are principles, rules, and guidelines formulated or adopted by an organization to reach its long-term goals and typically published in a booklet or other form that is widely accessible.Policies and procedures are designed to influence and determine all major decisions and actions, and all activities take place within the boundaries set by them. Procedures are the specific methods employed to express policies in action in day-to-day operations of the organization. Together, policies and procedures ensure that a point of view held by the governing body of an organization is translated into steps that result in an outcome compatible with that view.

SP Analyze company's data requirements SP Analyze content management structures (e.g., taxonomies, metadata, retention) PQ Analyze employer expectations in the business environment

employers expect a lot of things from their employees, including cooperation, initiative and a strong work ethic employees need to display a willingness to follow directions, to learn job tasks and skills every job is very different and so their job descriptions, employers expect employees to ask questions and show a desire to learn the job and perform it well employers hire people who they feel will help their company earn more money, or do better to contribute to the success of the company, no matter their role in the business employers expect a positive attitude, dependability, willingness to continue to learn/grow, initiative and cooperation they also expect workers to adapt to the environment quickly and maintain a positive environment

SP Analyze impact of specialization/division of labor on productivity SP Analyze materials and products to achieve quality goals

MN Analyze operating results in relation to budget/industry SP Analyze product information to identify product features and benefits

Students might discuss any of the following: the reasons for product/customer loyalty at the moment, advantages and disadvantages of each delivery service and guaranteed delivery time, the price they will charge for delivery (who are the customers that will use this extra service), the company’s competition, or potentially needing a more significant online presence.Analyze the impact of technology on buying and merchandising

SP Anticipate boss’s needs Apply decision making business principles and techniques to a situation with an ethical dilemma. Unstructured, non-programmed problem—this is a unique situation




Seek information from experts—lawyers, accountants, Board of Directors, Human Resource Department Find proof of the situation—is the anonymous tip accurate? Reduce the uncertainty of the situation—gather information Dilemma – no clear answer; potential for misinterpretation and conflict of interest Formalized model – consistency in approach Ask questions: Is it fair? Is it right? Does it enhance the reputation of the firm? Am I comfortable if the press released my decision? Honesty/transparency

SP Apply for a consumer loan SP Apply human-resources development theories CS Apply information to accomplish a task

To follow through and successfully accomplish a task, you need to do the following: Organize thoughts and activities well Take time out to reflect Not operate in crisis mode Know who needs to be in the loop Have a fundamental desire to complete things Set deadlinesShould a loan be granted for the whole amount or part of it, the following steps will be taken: Contract signed (principal, interest, term, amortization period, payment schedule) Date set for money to be deposited into the business’s account

SP Apply knowledge management processes SP Apply mathematical data analysis modeling techniques SP Apply project-management tools to monitor and communicate project progress PQ Apply written directions to achieve tasks SP Archive information according to retention procedures SP Arrange accommodations and entertainment for visitors SP Arrange advance travel cash CS Arrange call-backs SP Arrange pension/retirement benefits for employees




SP Ascertain employee’s role in meeting organizational goals• The intent of organization goals is to focus employees’ efforts to attain those goals. Employees involved in attaining these goals will be more engaged, productive and efficient in their

day-to-day effort, and will remain with the business longer because they have some ownership in the company’s success. Effective goal management is about getting every employee to use and develop their talents, skills and experience to help the organization meet its overarching goals.

• The organization’s goals are to rebuild the finance department, and, to find areas of improvement to sustain company growth • As Director of Finance, rebuilding the finance department will entail assessing the existing department – work and employees – determining how to streamline or improve the kinds of

work being done – listening to department employees’ ideas – fitting the skills of employees to that work – building individual’s skill sets• As Director of Finance, finding areas of improvement to sustain the company growth will entail: researching the history of the company; learning from the head of the company what

specific goals and long-range direction the business has; knowing from your own experience what practices are or could be incorporated to align the department with the company goals; communicate expectations and company direction to the department and get input from them; set measurable goals for each employee and assess annual performance based on these things

PQ Ask relevant questions MN Assess business risk

Business risk is the potential for business loss or failureThree kinds of business risk: economic, natural and human Economic - occur from changes in overall business conditions (competition, changing consumer lifestyles, population changes, limited usefulness or stylishness of some products, product obsolescence, government regulation, inflation or recession) Natural - result from natural causes (weather conditions-floods, fires, hurricanes, etc.) Human - caused by human mistakes and the unpredictability of employees or customers (dishonesty, carelessness, incompetence, accidents, illness, non-payment of accounts)There are many types of risks businesses face—political, financial, social, economic, legal, theft, safety, disaster, loss of key executives, etc. It is important that businesses anticipate possible risks and create plans to deal with these risks. If possible, businesses should find ways to make certain that the risks are prevented before they occur

SP Assess company's employee fitness/wellness program SP Assess company's learning needs

Before you begin a training program, it is important to know what training the organization needs. A training-needs analysis is an important step in determining what areas need to be addressed and in identifying the employees who need training.A needs analysis involves collecting information to determine if a training need exists and, if so, what kind of training is required to meet this need. The analysis also should address why the need exists. If the problem identified is not attributable to worker performance, training may not be the best solution. For instance, a company might discover that its employees have received appropriate training to perform their jobs but are not motivated to do so. In this situation, it would be more appropriate for the company to reconsider its system of compensation and awards.There are many different methods for conducting the needs analysis. Among the available assessment methods are the following:




HR records. HR records can include accident and safety reports; attendance records; grievance filings; exit interviews; performance evaluations; and other company records such as production, sales, and cost records.

Individual interviews. People to consider interviewing for information on training needs include Affirmative Action officers, employment recruiters, managers, and top executives. Focus groups. Unlike individual interviews, using focus groups involves simultaneously questioning a number of individuals about training needs. Observations. Sources for observation include on-the-job performance, simulations of work settings, or written work samples. Surveys or questionnaires. Surveys or questionnaires generally use a standardized format and can be administered by mail, phone, or hand. Samples for use. Sampling is similar to surveying and focuses on a smaller, selected group. Group tests. Tests can identify areas that need to be addressed, as well as employees who need training.Each organization selects the most appropriate method, taking into account such factors as organization size, technology, organizational structure, training staff, facilities, and budget.

SP Assess effectiveness of employee-relations activities SU Assess employee performance SP Assess employee skills CS Assess information needs

A needs assessment is a systematic process for determining and addressing needs, or "gaps" between current conditions and desired conditions or "wants". The discrepancy between the current condition and wanted condition must be measured to appropriately identify the need. The need can be a desire to improve current performance or to correct a deficiency.

A needs assessment is a part of planning processes, often used for improvement in individuals, education/training, organizations, or communities. It can refine and improve a product such as a service a client receives. It can be an effective tool to clarify problems and identify appropriate interventions or solutions. By clearly identifying the problem, finite resources can be directed towards developing

and implementing a feasible and applicable solution. Gathering appropriate and sufficient data informs the process of developing an effective product that will address the group’s needs and wants.

Needs assessments are only effective when they are ends-focused and provide concrete evidence that can be used to determine which of the possible means-to-the-ends are most effective and efficient for achieving the desired results.

Assess long-term value and impact of actions on others.Companies need to develop an increasing understanding on how they create value for stakeholders and society at large, to be able to develop a long-term, viable strategy and to keep their license to operate. Value creation, however, is only partially captured by a company’s financial statements, since the latter mainly reflect its financial and manufactured capital. Other forms of capital, such as social, human, intellectual and natural capital, are only partially or not visible at all in a company’s Financial accounts. Since these forms of capital often remain invisible, the question arises whether companies, and their stakeholders, have the right information base to make decisions and mitigate risks that could affect their overall value creation.Companies face dilemmas and have to make trade-offs between various forms of capitals, which are often measured in various non-comparable units. Furthermore, these trade-offs often have strategic implications. For instance, should a company invest in a safety program to improve its overall ‘lost time injury’ (LTI) rate, or should the money be invested in product innovation or an emission reduction program? This decision is in fact a trade-off that affects the value creation for society at large (climate change), employees (LTIs) and the




company’s customers (product innovation). At the moment, companies make such decisions consciously, but base their decisions on qualitative criteria.ON Assess opportunities for venture creation PQ Assess personal behavior and values PQ Assess personal interests and skills needed for success in business

An important part of attracting the right talent for a job is job analysis – a detailed study of the specific duties in a particular job and the human qualities required for that job. These specific interests and skills desired in a candidate must be communicated through the job description such that applicants can fairly assess whether or not their interests and skills

are best suited for the role. The HR representatives, through the hiring process, can then do the same assessment for each candidate who applies and qualifies for an interview based on the qualities represented in

their resumes. This allows for careful recruitment of qualified, interested, and motivated individuals who are prepared to commit to a positive work environment. As the business grows, job descriptions may change along with the skills needed to perform. Professional development opportunities (i.e. technical courses, training programs, etc.) must be provided to encourage employees to improve themselves and keep up with the evolution

of the industry.PQ Assess personal strengths and weaknesses

Student answers could take a number of different forms. A good business related way of answering would be to apply the SWOT Analysis to their own-self.SWOT Analysis: A tool that identifies the strengths, weaknesses, opportunities and threats of an organization. Specifically, SWOT is a basic, straightforward model that assesses what an organization can and cannot do as well as its potential opportunities and threats. The method of SWOT analysis is to take the information from an environmental analysis and separate it into internal (strengths and weaknesses) and external issues (opportunities and threats). Once this is completed, SWOT analysis determines what may assist the firm in accomplishing its objectives, and what obstacles must be overcome or minimized to achieve desired results.

ON Assess risks of personal decisionsON Assess the costs/benefits associated with resources

Students should discuss and decide on a method financing.RESOURCE BENEFITS COSTSFamily & Friends Easy to find and ask

Forgiving and flexibleLower interest rate

If business fails, relationship is ruinedMeddling Not considered a serious debt

Venture Capitalist & Can provide money, customers, investors, High interest rates




Angel Investors supply chain, distribution outlets, advice, experience and knowledge of the market

Ownership means surrendering unilateral decision-making and claim on profitsContract-driven and inflexible

Banks a breadth of companies and industries, and can provide excellent financial direction

Little knowledge of, or interest in, day-to-day operations

Crowdfunding Easy to raise money Uncertain inflow of fundsShared ownership (equity funding) with inexperienced investorsUpper dollar limits ($250K – equity)

SP Assess the impact of product packaging requirements on logistics Assess the legality of contracts

SP Assess transportation processes SP Assist with employee relocation SP Assist with establishment of work rules

The smooth operation of your small business requires clear guidelines and rules for your employees. When workers understand expectations and standards, they will know how to perform as they work. Maintain order and a safe work environment by establishing workplace rules. Once you have this protocol in place, your company will benefit from efficient organization, which may improve your overall success in the business world.• Observe the work routine in your business and write a detailed outline of the processes involved to complete work tasks. Use these notes to create specific guidelines for employees to

complete tasks.• Enlist employee input for rules and guidelines that they feel are necessary for the smooth operation of your business. If possible, arrange a brainstorming meeting in which everyone can

participate in discussion about workplace rules and guidelines. Take detailed notes of the discussion.• Draft the rules into written format and provide a copy of the workplace rules to each employee. Ask the employees to read them and invite questions. Have all employees sign the rules

to indicate their understanding.• Create a system of enforcement for the rules. For example, if an employee breaks a rule once, she may get a verbal warning. Subsequent infractions may result in a written warning, a

suspension and eventual dismissal.Having formal work rules in your business, even if they're not required, is a good idea because they can help you protect your business from litigation and maintain a high quality of work life for your employees. You need to make sure that your employees understand what is expected of them, not only in the work that they do, but in their behaviour and in other areas of your employment relationship. If the rules are carefully selected, clearly related to the business, and fairly enforced, they can help you to better manage your workplace and your workers.




CS Assist with overflow work Assist with the establishment of work rulesThe smooth operation of your small business requires clear guidelines and rules for your employees. When workers understand expectations and standards, they will know how to perform as they work. Maintain order and a safe work environment by establishing workplace rules. Once you have this protocol in place, your company will benefit from efficient organization, which may improve your overall success in the business world.Having formal work rules in your business, even if they're not required, are a good idea because they can help you protect your business from litigation and maintain a high quality of work life for your employees. You need to make sure that your employees understand what is expected of them, not only in the work that they do, but in their behavior and in other areas of your employment relationship. If the rules are carefully selected, clearly related to the business, and fairly enforced, they can help you to better manage your workplace and your workers.• Observe the work routine in your business and write a detailed outline of the processes involved to complete work tasks. Use these notes to create specific guidelines for employees to

complete tasks.• Enlist employee input for rules and guidelines that they feel are necessary for the smooth operation of your business. If possible, arrange a brainstorming meeting in which everyone can

participate in discussion about workplace rules and guidelines. Take detailed notes of the discussion.• Add rules about safety as mandated by the U.S. Occupational Safety and Health Administration. OSHA regulates safety in the workplace with specific regulations depending on your

industry. Visit the OSHA website to read regulations governing the workplace in general and specific industries. Every place of employment with standard employees must be safe, organized and clean to keep workers safe.

• Add rules about internet use that include personal and professional use.• Incorporate rules about substance use and smoking during working hours into your workplace rules. Follow any state and local regulations about smoking. A zero-tolerance policy

about substance use during working hours would be appropriate.• Stipulate a dress code for your workplace. If employees wear uniforms, require that they keep them clean and neat. If employees wear street clothes, specify the dress code for both men

and women. Include the use of personal accessories such a piercings and tattoos in the dress code, if you desire.• Make additional rules regarding where employees should eat meals and take breaks. For example, if you have an open area with cubicles, employees eating or taking breaks at their

desks may disturb other employees.• Include rules about harassment and personal respect for coworkers. An employee should not engage in threatening or harassing behavior toward other employees. Instruct employees to

report harassment to a supervisor or manager.• Draft the rules into written format and provide a copy of the workplace rules to each employee. Ask the employees to read them and invite questions. Have all employees sign the rules

to indicate their understanding.• Create a system of enforcement for the rules. For example, if an employee breaks a rule once, she may get a verbal warning. Subsequent infractions may result in a written warning, a

suspension and eventual dismissal.CS Attach source and anti-theft tags SP Balance personal and professional responsibilities




SP Benchmark total rewards practices by successful organizations SP Benchmark total rewards practices by successful organizations SP Build and maintain relationships with customers

Customer relationship management is a strategy for understanding your customers and their needs to optimize your interactions with them. Maximize your marketing and customer service capabilities to build and maintain customer relationships.There are many strategies to build and maintain relationships with customers. Examples include: Enrich and customize the way you communicate with your customers Network online through points of contact on a company website and/or social media Identify your best customers. Take the time to understand their wants and needs so you can find ways to add value to them. Research, analyze and understand your customers, their motivations, their wants and needs Provide stellar customer service; being consistent over the long-term will build loyalty Personalize offers and offer flexibility Reward repeat business Encourage social media sharing Promise, deliver and manage marketing campaigns. People have the best of intentions but sometimes they just don’t follow through. This can be detrimental to business. Keep in touch. Even just a quick email or phone call speaks volumes to how much the company cares about a customer. Be clear. Emphasize the key pieces of information that the customer needs to know.

ON Build corporate brand Corporate brand-building is the art and science of building awareness, loyalty, preference and value for companies directly, as opposed to the product brands they manage and market.

Branding the corporation rather than the products allows a company flexibility when introducing new products, expanding to new markets, using new channels of communication and/or distribution, and, it is clearer in conveying the company image and purpose to the media and financial markets. A strong corporate brand also provides employees with an identity that can drive morale and performance.

Developing and telling the brand story can help to inspire a sense of purpose, excitement and loyalty that can boost morale, support the retention of talent, attract new talent, strengthen customer relationships, and more. Ultimately, these benefits can contribute to better competitive advantage and increased productivity.

Students may suggest specific ways the company can build its corporate brand.SP Build data in a data warehouse CS Build trust in relationships

Calculate the cost of credit (FI:782) (CS)* SP Capture and store data in a human resource information system (HRIS)




SP Capture and store data in a learning management system (LMS) SP Capture text using OCR (optical character reader) software CS Challenge the status quo CS Choose and use appropriate channel for workplace communication

Channels of workplace communication include the following: team meetings, email, staff meetings, impromptu office chats, employee publications, letters, intranet, video, newsletter notice boards, open forum, web casting and similar activities

Know when formal and informal communication should be used; e.g. memo versus letter; e-mail versus a letter Know when formal language should be used Know when verbal communication would be adequate in lieu of a formal means such as a letter

SP Choose learning methodsLearning methods must fit in with the company culture and the skill set of the employees. Modeling expectations and behaviours from management down is also necessary to instill a positive environment to make learning optimalEmployees must be motivated and enthusiastic and believe in the cause/vision for learning to be effectiveUsing methods that are already successful in other Madison locations will ensure successIncorporating different methods of accomplishing store goals as everyone learns differentlyChunk and sequence tasks for timely completion of job responsibilities (OP:352) (CS)*

SP Close project CS Coach others

The term coaching typically refers to methods of helping others to improve, develop, learn new skills, find personal success, achieve aims and to manage life change and personal challenges. Coaching commonly addresses attitudes, behaviours, and knowledge, as well as skills, and can also focus on physical and spiritual development too. Usually coaching contains some or all of these features:

one-to-one - involving a coach (teacher, trainer, mentor, coach) and learner (student, trainee, sometimes called the 'coachee') on-going and regular - coaching is commonly a continuing arrangement personalised - by the coach for the individual learner enabling - rather than prescriptive or imposed adapted and adaptable - to the changing needs of the learner planned - the coach normally works to a plan or structure model-based - coaching tends to be based on a structured 'proven' tested concept or methodology focused on aims - coaching normally works towards achieving agreed measurable outcomes measured and recorded - by the coach, and/or the learner time-based - coaching sessions, schedules, and outcomes normally are time-bound




CS Code and enter data SP Collaborate on and aggregate complex internal documents to create a common voice

Collaborate with others CS Collect documentation needed to compile reports SP Compare and contrast buying from domestic sources with that of foreign source

List of factors to consider in determining feasibility of offshore sourcing is provided in the case:Advantages Cost savings – labour, raw materials, production – ability to increase margins Customers – potential appeal to a larger demographic; international reputation possible Timelines – domestic sourcing – assume shorter time frame than outsourcing Economic factors – currency exchange rates, taxes Financial – becomes a huge success – cannot meet demand – is growth possible Diversity – wider range of merchandise – increased customer baseDisadvantages Cost increases – transportation, distribution, returns Image/customers – negative – buy domestic thrust vs. imported – quality concerns; loss of customers possible if quality or image is damaged – sweatshops? Timelines – increased because of distance; earlier ordering of raw materials and finished goods; shipping costs increased; contracts to be negotiated; loss of control; requires new

contracts and distribution network Buyers – employees - ?expertise; new employees – hiring/training – increased costs; trips – costly; supervision of operations overseas required Communication – network required – long distance; less face to face; potential language barriers; delays likely Legal/economic – must conform to laws of manufacturing nation; export/import tariffs and/or limits; currency; employment laws; fluctuations; instability of government in offshore

nation; inflation/deflation; recession/depression – economic cycles; political unrest; sanctions; blockades Financial – costs greater than anticipated and savings not realized; delays; lost customers; labour disputes – delays; products not satisfactory; bankruptcy Diversity – business practices vary – willingness to abide by country requirements; ethics

PQ Complete a job application SP Complete boss’s expense reports after trips ON Complete loan application package SP Complete new hire documentation and reporting SP Comply with compensation and benefit laws




Participant should address the need to provide benefits to all employees based on qualifying criteria; not on a case by case basis Benefits must be applied fairly and equally Employees cannot be removed from benefits plans at sole discretion of company

SP Comply with export licensing regulations CS Comply with policies and procedures for use of property and equipment SP Comply with strategies for protecting business’ digital assets (e.g., website, social media, email, etc.) SP Comply with strategies to protect digital customer data (e.g., information about customers, customers’ credit-card numbers, passwords, customer transactions) CS Comply with the spirit and intent of laws and regulations.

When one obeys the letter of the law but not the spirit, one is obeying the literal interpretation of the words (the "letter") of the law, but not necessarily the intent of those who wrote the law. Actions such as the ones below are generally followed when complying with the intent of the law (as opposed to the letter of the law): Ensure that those policies are applied properly and consistently and fairly present the financial results in a manner that is complete and understandable. Maintain a dynamic system of internal controls and procedures—including internal control over financial reporting—designed to ensure reliable financial recordkeeping, transparent

financial reporting and disclosure, and protection of physical and intellectual property. Recruit, develop and retain a world-class financial team. Internal audit conducts thousands of financial, compliance and process improvement audits each year. Audit Committees oversee the scope and evaluates the overall results of these audits, and members of that Committee regularly attend compliance meetings. Uphold financial integrity and avoid conflicts of interest. Publish integrity policies in many languages, provide them to all employees, and hold each employee accountable for compliance. Require employees to raise any compliance concerns and prohibit retribution for doing so. Facilitate open and candid communication, perhaps by designating ombudspersons throughout the Company to act as independent resources for reporting integrity or compliance

concerns. Hold directors, consultants, agents, and independent contractors to the same integrity standards. Disclose controls and procedures. Strike a committee to review compliance with accounting and other departments, to evaluate the fairness of our financial and non-financial

disclosures, and to report their findings. Ensure the strong oversight of our financial reporting activities by our independent registered public accounting firm, KPMG LLP, engaged by and reporting directly to the Audit

Committee. SP Conduct a risk assessment of an event SP Conduct an accident investigation




SP Conduct an environmental scan to obtain business information ON Conduct an organizational SWOT SP Conduct benefits need assessment

MN Conduct break even analysis MN Conduct competitive analysis SP Conduct gap and/or needs analysis to identify human-resources development needs

MN Conduct market analysis (market size, area, potential, etc.) How big are the market, market share, market trends, competitive analysis, and SWOT analysis?

SP Conduct safety inspections SP Conduct task/process analysis

Conflict situations arise because of fear, force, fair or funds. Fear is an imaginary concern for future. Force of any kind initiates and concludes conflicts. Fair is the sense of fairness, which determines the moral values of an individual. Tangible as well as intangible costs may provoke conflict, and also help towards its resolution. Interpersonal conflicts arise because of differences in personality, perceptions, status and ideological and philosophical outlooks. Other causes of conflict can be communication gaps; personality differences; substandard performance; disputes over approaches, responsibility and authority; lack of cooperation; or competition for limited resources.

SP Confront difficult situations CS Consider conflicting viewpoints.

When you consider and counteract opposing arguments, you strengthen your own argument. Conflict is a 'clash of interests, values, actions, views or directions. Disagreement among people is the underlying basis of conflict. People disagree because they see things differently, want different things, have thinking styles which encourage them to disagree, or are predisposed to disagree.

CS Control debt SP Control incoming/outgoing documentation process SP Convert customer objections to selling points

Presenter should discuss the benefits of the product / Service Disadvantages should also be discussed Discus the current economies effects on the sector

SP Coordinate activities in the promotional mixThe main aspects to coordinate in a promotional mix are advertising, personal selling, sales promotion and public relations. Advertising includes any paid presentation and promotion of ideas, goods, or services by an identified sponsor.




Personal Selling is a process of helping and persuading one or more prospects to purchase a good or service or to act on any idea through the use of an oral presentation. Sales promotion includes media and non-media marketing communication in order to increase consumer demand, stimulate market demand or improve product availability. Sales promotions: Incentives designed to stimulate the purchase or sale of a product (Ex. Coupons, sweepstakes, contests, rebates etc.)Public relations includes paid intimate stimulation of supply for a product, service or business unit by planting significant news about it or a favourable presentation in the media. Sometimes include direct marketing and sponsorship.Personal selling - a process of helping and persuading one or more prospects to purchase a good or service (Ex. Sales presentations, sales meetings, sales training)Advertising any paid form of non-personal presentation and promotion of ideas, goods or services (Ex. Print ads, radio, television, billboards etc.)Place advertisements that would appear locally promoting Shaved is now open year round, direct mail, posters/billboardsRecognize that TV ads would be created for each local marketSales promotions Incentives designed to stimulate the purchase or sale of a product (Ex. Coupons, sweepstakes, contests, rebates etc.)Offer discounts winter months on cold productsPublic relations/ publicity - non-paid non-personal stimulation of demand for a product or service that comes from planting significant news about it in the media (Ex. Newspaper, magazine articles, charitable donations etc.)Contact newspapers and radio stations to come review or feature the restaurant/ store/ eventSponsor local eventsDirect Marketing

SP Coordinate corporate purchasing activities SP Coordinate direct mailings SP Coordinate submission of proposals CS Coordinate work with that of team members SP Create a meaningful data set SP Create a reference tool (data dictionary) SP Create a web page for business applications CS Create and post basic web page CS Create calendar/schedule CS Create directories SP Create displays MN Create processes for ongoing opportunity recognition




SP Create promotional signs CS Defend ideas objectively ON Define business mission SP Define data needs and limitations (e.g., data fields, constraints, assumptions, variations expectations) CS Demonstrate a customer-service mindset PQ Demonstrate active listening skills CS Demonstrate adaptability SP Demonstrate advanced database applications SP Demonstrate advanced presentation applications SP Demonstrate advanced spreadsheet applications SP Demonstrate advanced web-search skills SP Demonstrate advanced word-processing skills SP Demonstrate appropriate creativity SP Demonstrate basic data mining techniques PQ Demonstrate basic database applications PQ Demonstrate basic database applications PQ Demonstrate basic e-mail functions PQ Demonstrate basic presentation applications PQ Demonstrate basic spreadsheet applications PQ Demonstrate basic web-search skills PQ Demonstrate basic word processing skills SP Demonstrate connections between company actions and results (e.g., influencing consumer buying behavior, gaining market share, etc.) PQ Demonstrate ethical work habits PQ Demonstrate fairness PQ Demonstrate honesty and integrity PQ Demonstrate initiative




PQ Demonstrate interest and enthusiasm SP Demonstrate negotiation skills CS Demonstrate problem-solving skills PQ Demonstrate self-control CS Demonstrate the wise use of credit SP Describe business objectives/strategies that influence purchasing SP Describe certifications for management professionals (e.g., American Management Association [AMA], American National Standards Institute [ANSI])

SP Describe certifications for operations-management professionals SP Describe certifications for supply chain management professionals CS Describe certifications in administrative services SP Describe certifications in business information management ON Describe considerations in selecting capital resources SP Describe crucial elements of a quality culture SP Describe current business trends SP Describe data mining tools and techniques SP Describe elements of a human resources management's communications program ON Describe entrepreneurial planning considerations

Identify a real business opportunity - industry analysis, market analysis, products/services offered in the market, target market characteristics and location Plan strategically - set goals and objectives like sales targets, what the business will do to meet the goals, set budgets, plan for growth, determine marketing mix (pricing, location,

image, logo, slogan, promotions) Plan tactically and operationally - how the goals will be executed and measured, employee requirements, logistics of day-to-day operations, distribution, website and online ordering,

money/finances needed, equipment/assets required, legalities, licenses, registrations, suppliers, storage, inventory management, etc.SP Describe ethical considerations in distribution

Describe ethics in personnel issues Equal opportunity; equal pay No discrimination/bias – application process/career path




Truth in hiring, promotion policies – all human resources issuesDescribe ethics in personnel regulations

SP Describe expatriation and repatriation issues and practices ON Describe external resources useful to entrepreneurs during concept development SP Describe factors affecting the settlement of legal matters SP Describe factors impacting demand SP Describe factors that affect the business environment

The internal business environment includes factors within the organization that impact the approach and success of your operations. The external environment consists of a variety of factors outside your company doors that you typically don't have much control over. Managing the strengths of your internal operations and recognizing potential opportunities and threats outside of your operations are keys to business success.Organizational DirectionThe role of company leadership is an important internal business factor. Your leadership style and the styles of other company management impact organizational culture. The positive or negative nature, level of family-friendliness, effectiveness of communication and value of employees are cultural implications that result from leadership approaches. Companies often provide formal structure or direction with mission and vision statements. These are forward-looking statements that provide the business for company decisions and activities.Other Internal FactorsThe strength of your employees is another crucial internal business factor. Motivated, hard-working and talented workers generally produce better results than unmotivated, less-talented employees. Your business processes and relationships within and between departments and employees also significantly impact business effectiveness and efficiency. In a high-performing workplace, employees not only have talent, but they work well together and collaborate on ideas and resolutions.External CompetitionOne of the most critical external business factors is competition. Whether you operate in a concentrated industry with a few major competitors or a large industry with many competitors, you need to know the competition. Many companies do competitive analysis to compare their offerings and prices to those of competitors. When developing business philosophies and products, it is helpful to use your strength in quality production, customer service or operational efficiency to build competitive advantages that benefit your customers.Other External FactorsOther common external factors fall into several categories, including socio-economic, legal or ethical, political and technological. Socio-economic factors relate to the values, attitudes and concerns of your target customers and their economic abilities to afford your products. The legal, ethical and political environments generally relate to your need to abide by business laws and to meet the ethical or social responsibility standards of your customers and communities. In some industries, technological evolution drives the need for companies to adapt and constantly research for improvements. Competition Economic environment Political environment




Changes in technology Socio-cultural environment (including location of the business) Changes in demographics Changes in the natural environment

SP Describe factors used by businesses to position corporate brandsBranding is all about creating unique identities and positions for products and services, hence distinguishing the offerings from competitors. Hence a corporate branding strategy can enable the corporation to further leverage on its tangible and non-tangible assets leading to branding excellence throughout the corporation. The 5 main factors that go into defining a brand position: Brand Attributes: What the brand delivers through features and benefits to consumers. Consumer Expectations: What consumers expect to receive from the brand? Competitor attributes: What the other brands in the market offer through features and benefits to consumers. Price: An easily quantifiable factor – Your prices vs. your competitors’ prices. Consumer perceptions: The perceived quality and value of your brand in consumer’s minds (i.e., does your brand offer the cheap solution, the good value for the money solution, the high-end, high-price tag solution, etc.?).Describe factors used by marketers to position products/servicesProduct positioning is the process of conveying to your target market the qualities and attributes of your brand that make it superior to competitor offerings. Effective positioning typically involves communicating a value proposition that the benefits of your product relative to the price are unrivalled, and is a key responsibility of a marketing department. Common factors used to position products/services include: superior quality, low price, assurances (guarantee of a certain product experience), innovation or style.A product’s position is the image the product projects in relation to competitive products and to other products marketed by the same company; i.e., how do we want potential customers to think of us when they are considering a caterer? This will involve the answers to the 4 P’s of the Marketing Mix: product, place, price, promotion.Product: what items and services are we providing Place: pick up or delivery, our staff or not, day/ night or weekendPrice: similar to competition, skimming or penetration Promotion: types, cost“Putting the right product in the right place at the right price at the right time”Focus of positioning if the image projected by a product – goal is to set the product apart and involves the identification of customer needs as well as the impact/influence of the competition.Company can position by price/quality; feature/benefits; competition.Participant could indicate any of the above for the positioning strategy; most likely, he/she will choose features/benefits of the product – what does this product offer that the others do not; who is likely to buy; why; how much are they willing to pay; how can we promote (make the consumer aware) of this new product.




PQ Describe functions of money (medium of exchange, unit of measure, store of value) SP Describe general health and safety practices monitored and assessed by human resources management PQ Describe health and safety regulations in business

Participant should address the requirement for businesses to operate according to municipal/provincial/federal regulations. Additionally, the participant may state that adhering and exceeding such regulations are imperative when providing a service to the public and contributes to the customer experience.

Governments have also established health and safety regulations to protect the consumer from harm emanating from products e.g. Food & Safety and product labeling regulations PQ Describe health and safety regulations in business SP Describe information that can be obtained from annual reports SP Describe international considerations affecting risk management CS Describe inventory control systems

Physical inventory system is a manual system – time consuming – difficult to track thefts or spoiled inventory Perpetual inventory system is computerized and allows for managers to make informed decisions based on daily sales information Students need to speak to the idea of developing a system to track inventory as it moves in and out of the business

SP Describe legal issues affecting businesses SP Describe managerial considerations in staffing SP Describe marginal analysis techniques and applications

Marginal analysis is an examination that determines if the costs associated with the change in activity will result in a benefit that is sufficient enough to offset them. Instead of focusing on business output as a whole, the impact on the cost of producing one unit more is most often observed used as the basis for the analysis.

Marginal analysis is most often used in microeconomics to find the profit-maximization point; that is, where the marginal cost = the marginal revenue. It is the point where production balances fixed costs, variable costs, and machine capacity.

Marginal analysis can be used with inventory to determine the optimal quantity to have on hand.CS Describe marketing functions and related activities

Seven functions of marketing: Marketing information management – the process of getting the marketing information needed to make sound business decisions (marketing research) Financing – getting the money needed to finance the operation of a business (obtaining a bank loan; offering credit to consumers) Product planning – all the decisions a business makes in the production and sale of its goods and services (products to carry, branding, labeling, packaging, etc.) Pricing – deciding how much to charge for goods and services (takes competition into consideration & how much a consumer is willing to pay) Promotion – any form of communication used to inform, persuade, or remind people about a business’ products OR to improve a firm’s public image (TV and radio commercials;

specially designed perks as gifts with purchase-McDonald’s toys/glasses)




Selling – providing customers with goods and services they want to buy (to the end user and in the industrial market as materials for business operations) Distribution – making decisions about where to sell your product including the method of transportation (i.e. truck, rail, ship or air) and the storage of items

SP Describe methods for recognizing opportunities for innovation CS Describe methods of securely transmitting data SP Describe methods used to protect intellectual property SP Describe out-placement procedures and activities used in layoffs

Describe phases of human resources managementPre-Hiring Phase - Human resources managers are charged with recruiting appropriate candidates to fill positions within the organizations they represent. This involves writing detailed job descriptions and determining appropriate venues for advertising open positions. During the pre-hiring phase of human resources management, managers may participate in job fairs, attend professional recruiting events and visit college job placement offices. Once suitable candidates are identified, human resources managers interview applicants, conduct background checks, administer pre-employment tests and make hiring recommendations.Orientation and Training Phase - Once employees are hired, human resources managers are responsible for conducting orientation. This process introduces employees to the workplace and to co-workers, managers and executives. It provides an overview of corporate policy, including acceptable workplace behavior and disciplinary procedures, as well as issues related to employment law. This includes anti-discrimination and harassment policies. Orientation also informs employees about office machine and supply usage, customer interaction, telephone etiquette and expense accounting. Additionally, orientation typically covers benefit packages, company perks, sick leave and family and emergency leave policies.Post-Hire Phase - Once an employee is hired and working in a company, human resources managers act as a go-between to facilitate disputes that may arise between co-workers and managers. Managers may also consult with corporate attorneys about issues related to charges of inappropriate workplace behavior. In addition, human resources managers work with a company’s accounting department on worker’s compensation issues and conduct training seminars when employment laws change.Human Resources Role in Employment Termination -Although not considered one of the traditional three phases of human resources management, managers are typically key personnel a company relies on when it becomes necessary to terminate an employee. Human resources managers are usually asked to provide records of an employee’s progress during the course of his employment, including incidents of reprimand, abuse of sick days or violations of company policy. Human resources managers are also responsible for ensuring managers in a company follow the appropriate legal steps for terminating the employee, and may be responsible for conducting exit interviews.Describe planning techniques used in the hiring process (e.g., succession planning, forecasting, etc.)Plan the selection process The first step in the selection process is to review the information (resume, application form) provided by all job applicants to determine which applicants meet or exceed the minimum qualifications as stated in the job posting. These are then assessed to decide which ones will be short-listed for a job interview. Working with a selection panel Engaging other people in a selection process can be very helpful. You may want to include a senior staff member, a board member and a potential co-worker, for example. Their contribution can include: Helping to develop selection criteria, Screening resumes, Preparing interview questions, participating in interviews, Assessing each candidate against the selection criteria, Providing input about the final selectionPrepare for the interviewsPrepare a list of questions to ask during the interview Develop key questions to explore past job performance, covering all essential functions. Also, prepare follow-up questions. Use a




variety of approaches to get different kinds of information, tailoring questions to open up a topic for conversation or to confirm information.Conduct the interviews Choose an appropriate environment for the interviews and ensure that you will not be interrupted. Make sure you use the same interview format and setting for every candidate, and that interview appointments are the same length. Ideally, you should talk no more than 20% of the time. Use follow-up questions to have the candidate expand on their answers. Comment on what the candidate says to let them know you are interested and to encourage discussion. Check the references of your final candidates Reference checks are a last opportunity to verify information the candidate has provided, validate their personal suitability and explore any areas of concern. Talk to references before you make an offer. Let the candidate know you will be doing this. Prepare a list of questions for. Ask about information on the candidate's resume and about topics discussed during the interview. Ask for insights into the candidate's character, examples of good work they have done and areas that need development. If you keep the conversation casual but professional, you are likely to get more information. Describe pricing strategies.

ON Describe processes used to acquire adequate financial resources for venture creation/start-up To find an investor a person can: ask family and friends, access crowdfunding platforms, talk to a banker, inquire at the Business Development Bank of Canada (BDC), visit a local business advisory office, contact a venture capital company, find an angel investor through BDC or online, look for leads on social medium platforms.To convince an investor to financially back a business idea, there must be: a sound idea, a business plan, proven sales (start-up amounts), sales and growth projections, a spark of passion in the entrepreneur.Businesses can be funded in stages: seed money (to assess the idea, do market research); start-up (business plan, prototypes, production facilities set up, board of directors established); early production and operations; etc.

SP Describe product standards’ issues associated with global business Describe production activities.Production activities include: Designing the products to be sold Determining the resource needs Acquiring the materials and equipment/tools needed to produce the furniture such as wood, fabric, stuffing, nails, etc. Assembling the materials to produce an end product Adding finishing touches to the furniture such as labels, care instructions, etc. before they are sent to the warehouse

CS Describe relationship among innovation, learning, and change SP Describe requirements for aligning information technology and business strategy to leverage data as a strategic asset SP Describe small-business opportunities in international trade PQ Describe sources of income (wages/salaries, interest, rent, dividends, transfer payments, etc.)

A source of income is any stream of revenue or profit centre that a person or business has. For individuals, they can include: salaries/wages, capital gains, dividend income, pension income, investment income, rental income, business income, contract income, insurance income, government assistance income.




Describe steps used in designing and preparing displaysSP Describe strategies and approaches for leading change SP Describe strategies to minimize the cost of maintaining inventory ON Describe strategies to protect intellectual property

Describe strategies used to protect a business’s copyrights. SP Describe supply chain networks SP Describe supply-chain management strategies SP Describe talent management issues associated with organizational changes (e.g., right-sizing, downsizing, talent relocation, organizational restructuring or redesign)

Resistance to change is a common risk factor. People are usually set in their ways and are reluctant to accept new procedures. In addition, employees may remember previous failed organizational change initiatives. Education and communication are therefore key ingredients in minimizing negative reactions. Employees can be informed about both the nature of the change and the logic behind it before it takes place through reports, memos, group presentations, or individual discussions. Another important component of overcoming resistance is inviting employee participation and involvement in both the design and implementation phases of the change effort.

PQ Describe techniques for obtaining work experience (e.g., volunteer activities, internships) Work experience can be obtained through: Volunteer positions Co-operative education programs Internships Job Shadowing Practicum placements

MN Describe the concept of economies of scale CS Describe the concept of insurance

Insurance is the promise of a guaranteed payout in the event that a specified situation or loss occurs, in exchange for the payment of a premium. The insurance company determines your premium based on your risk or likelihood of having to collect on the policy. For example, an inexperienced driver will pay more car insurance than an experienced driver who has a clean record. Underwriting is the process of evaluating the risk to be insured; an actuarial will do the calculation. From the insurance company’s viewpoint, a number of people will pay premiums which collects into a “pool”. If a claim arises, it is paid from the pool. As the group paying premiums gets larger, the odds of a claim are more predictable, and as a result, the premiums will be lower.

CS Describe the concepts of economics and economic activities SP Describe the determinants of exchange rates and their effects on the domestic economy SP Describe the economic impact of inflation on a business




Inflation is a period of constantly rising prices Inflation causes businesses to frequently have to adjust their prices upwards or make their products smaller. When prices go up, consumers need more money to have the same purchasing power, therefore, they ask for higher wages. The companies then must increase wages. They can afford

to do this by raising the prices of their products. It is a cycle.SP Describe the factors that influence business process design CS Describe the functions of prices in markets

Price is the value in money placed on a good or service. One function of price is that it can affect the value that a customer places on an item. Price helps establish a company’s or product’s image – many customers use price as a gauge to make judgements about products and companies. Price can give a competitive edge as well as ultimately allow the business to satisfy their end goal to make a profit. The participant could discuss the pricing and how it creates an image for the retailer, as a higher price typically alludes to a higher end image, while lower prices usually indicate a lower end store.

SP Describe the impact of a country's history on world trade Describe the impact of a nation’s unemployment rate.Rising unemployment is seen as a sign of a weak economy, with slow growth and little spending. That might cause action by the Federal Government which has a mandate to help reduce unemployment, like increasing the nation's money supply, also known as Quantitative Easing, in order to boost the economy. A weak economy signifies lower spending.

CS Describe the impact of a person’s social media brand on the achievement of organizational objectives.To be successful, internal social media initiatives must focus first and foremost on the development of emotional capital, which we define as the aggregate feelings of goodwill toward a company and the way it operates. Sponsors, att endees and future participants will look at ALL social media to make their decisions, and if the overwhelming message that is being seen is negative it will have an impact.

SP Describe the impact of electronic communication tools (e.g., Internet, video- and computer conferencing, webcasts, email) on global business activities SP Describe the impact of organizational factors on human-resource management strategies (e.g., global business strategy, organizational structure, organizational culture)

Organizational structure is the framework companies use to outline their authority and communication processes. The framework usually includes policies, rules and responsibilities for each individual in the organization. Several factors affect the organizational structure of a company. All of these factors will affect the HR department. Small business owners must be responsible for creating their companies organizational structure framework. Size Size is many times the driving factor for a company’s organizational structure. Companies with more employees usually require more managers for supervising these individuals.

The smaller the business, the fewer needs for HR services, and the less likelihood that medical or dental benefits will be affordable. Life Cycle The company’s life cycle also plays an important part in the development of an organizational structure. Business owners attempting to grow and expand their company’s

operations usually develop an organizational structure to outline their company’s business mission and goals. Businesses reaching peak performance usually become more mechanical in their organizational structure. This occurs as the chain of command increases from the business owner down to frontline employees. Mature companies usually focus on developing an organizational structure to improve efficiency and profitability. HR should be a part of any company from the beginning, but it becomes increasingly important in the Growth and




Maturity cycles. Strategy Business strategies can also be a factor in a company’s organizational structure development. High-growth companies usually have smaller organizational structures so they

can react to changes in the business environment quicker than other companies. Small businesses still looking to define their business strategy often delay creating an organizational structure. Business owners are usually more interested in setting business strategies rather than developing and implementing an internal business structure. HR is really important in steering a company through high growth, when hiring and maintaining employees is critical to success. If they are present in the early organization of the company they can help to set up the organization.

Business Environment The external business environment can also play an important part in a company’s organizational structure. Dynamic environments with constantly changing consumer desires or behavior is often more turbulent than stable environments. Companies attempting to meet consumer demand can struggle when creating an organizational structure in a dynamic environment. More time and capital can also be spent in dynamic environments attending to create an organizational structure. This additional capital is usually a negative expense for many small businesses. HR will assist in making this more stable, and help to stabalize the workforce.

CS Describe the impact of technology on order processing SP Describe the impact of technology on supply chain management SP Describe the impact of the political environment on world trade SP Describe the litigation process SP Describe the nature and scope of reverse logistics SP Describe the nature of activity-based costing SP Describe the nature of budgets

A budget is an estimation of revenue and expenses over a specified future period of time; it is compiled and re-evaluated on a periodic basis. Creating this spending plan allows you to determine in advance whether you will have enough money to do the things you need to do or would like to do.

SP Describe the nature of business customs and practices in Northern Africa SP Describe the nature of business customs and practices in the North American market SP Describe the nature of business customs and practices in the Pacific Rim SP Describe the nature of business records

Participants should make the connection between business records and business decisions based on those records. Points to address this may include: Inaccurate records could lead to an under or over projection of the business’s financial position in its financial statements. Since these statements are used to make business decisions by management and investors, it can lead to misinformed business decisions as well as billing and delivery errors. Business records are also used as reference points if and when the company is audited, thus these records must be accurate and maintain for future use.

SP Describe the nature of cash flow statements Where does the cash come from? Where does it go?




Shows what used/provided cash for the organization over a specific period of time. It focuses on change from one accounting period to the next. It is broken down into 3 sections:Cash Flows from Operating Activities – from the day-to-day business of the organization. Cash Flows from Investing Activities – shows the cash outlay for capital expenditures and acquisitions. Cash Flows from Financing Activities – cash received from borrowing and cash used to repay

SP Describe the nature of channel intermediaries for foreign markets (e.g., distributors, agents) SP Describe the nature of cost accounting decision making

MN Describe the nature of cost/benefit analysis. Do costs outweigh benefit derived from it, i.e. is increase in revenue greater than increase in costs Take into account non-financial benefits (greater customer service, better reputation, etc.) and costs (opportunity cost, etc.)

SP Describe the nature of customs regulations PQ Describe the nature of emotional intelligence

Emotional intelligence (EI) is the ability to identify, assess, and control the emotions of oneself, of others, and of groupsThe following categories of EI seem to be relatively well known: Perceiving emotions – the ability to detect and decipher emotions in faces, pictures, voices, and cultural artifacts—including the ability to identify one's own emotions. Perceiving

emotions represents a basic aspect of emotional intelligence, as it makes all other processing of emotional information possible. Using emotions – the ability to harness emotions to facilitate various cognitive activities, such as thinking and problem solving. The emotionally intelligent person can capitalize fully

upon his or her changing moods in order to best fit the task at hand. Understanding emotions – the ability to comprehend emotion language and to appreciate complicated relationships among emotions. For example, understanding emotions

encompasses the ability to be sensitive to slight variations between emotions, and the ability to recognize and describe how emotions evolve over time. Managing emotions – the ability to regulate emotions in both ourselves and in others. Therefore, the emotionally intelligent person can harness emotions, even negative ones, and

manage them to achieve intended goals.SP Describe the nature of employee-assistance programs SP Describe the nature of employee-assistance programs SP Describe the nature of entrepreneurship

An entrepreneur is a person who sees an opportunity and sets up a business taking financial risk in the hope of profit. They are characterised by being: hardworking, tenacious, visionary, creative, adaptable, ambitious, committed, determined, good decision-makers, calculated risk-takers, positive, motivated, eager to learn and collect information, opportunistic, are challenged by problems, successfully manage chaos.




Describe the nature of ethics (EI:123) (CS)*SP Describe the nature of income statements

An income statement describes a company’s revenues and expenses along with the resulting net income or loss over a period of time due to earnings activities. Participants should relate income statement accounts to the bakery industry. Describes a company’s revenues and expenses along with the resulting net income or loss over a period of time Shows how profitable the company is over a specified period of time Shows Sales (Revenues) less cost of doing business (Expenses) = Net Income (Profit

SP Describe the nature of inter-organizational supply chains SP Describe the nature of legal procedure SP Describe the nature of legally binding contracts SP Describe the nature of managerial control (control process, types of control, what is controlled)

Managers are responsible for planning, organizing, leading and controlling Control refers to measuring how well the organization/their area of responsibility is performing with respect to organizational goals and then taking action to ensure goals are metParticipants should demonstrate an understanding of the importance of managerial control measures to ensure the integrity of the business. Having more than one person reviewing financial records avoids any abuse of positional power by employees to influence records or overlook errors.

SP Describe the nature of product bundlingProduct bundling is the process of securing two or more necessary goods or services from a single vendor. This strategy usually provides several advantages, including saving a great deal of money. The basic nature of product bundling involves the willingness of a supplier or vendor to provide two or more services to a customer for basic rate. This rate normally provides significant savings over purchasing the products individually. Along with saving money, product bundling also provides other benefits for the customer. One has to do with sheer convenience. In many cases, the cost and convenience created by product bundling go a long way toward promoting customer loyalty. This makes the client less likely to switch to another vendor for any of the services, especially if the price for the bundle is competitive

SP Describe the nature of quality management frameworks (e.g., Six Sigma, ITIL, CMMI) SP Describe the nature of taxes

Despite the common misperception, taxes play a positive role in our lives By collecting taxes, government is able to improve the standard of living for all citizens – with better services and roads, transit, health, education, recreational and cultural facilities

and programs With good jobs and low unemployment, the personal income tax base is stronger, and with prosperous businesses, the corporate tax base is also healthy, fueling even more funding for

city-provided goods and services By levying reasonable taxes, the quality of life enjoyed in the city can be improved – they may wish to survey the public regarding this The city may wish to begin dialogue with those businesses that will benefit from a new convention centre regarding a limited special sales tax or surcharge to help with financing (a




downtown improvement tax) The large, successful home-based insurance company should definitely be approached first about “headlining” sponsorship or a corporate municipal tax credit for a financial donation

CS Describe the need for financial information CS Describe the need for marketing data

Marketing information management is the process of collecting and organizing data and information about customer attitudes, and about the development, launch and success of new products. The procedures and outcomes must be organized so the business can make sense of the findings and benefit from the research. Marketing data is needed to understand the consumer (motivations, attitudes, perception, value ascribed to the product), the competition, the products themselves, and the reason for product successes and failures. Analyzing the data and understanding these things will improve the product or the service in ways that will satisfy consumers, and will also lead to accurate customer profiles which in turn can be used to predict the success of new products.Marketing data is also crucial in order to plan and carry out successful and cost effective promotional efforts – how do you advertise if you don’t know who you are trying to reach? Marketing data informs businesses about sales trends and patterns and helps perfect the timing of re-ordering, re-launching or discontinuing products. Marketing information can inform businesses about pricing levels and a customer’s perception of value.

SP Describe the relationship among knowledge management, innovation, and talent development SP Describe the relationship between innovation and product development SP Describe the relationship between purchasing and operations management activities (e.g., strategic sourcing, sustainability, supply chain management) SP Describe the relationship between supply chain management and operations management SP Describe the role and responsibilities of business analysts SP Describe the role of business ethics in pricing

The main crux of pricing ethics concerns the establishment of a balance of power (through information) between the producer and consumer. In a completely free market, producers often have the upper hand which can lead to unethical practices such as the following. Price Fixing – the agreement between a group of people on the same side of a market to buy or sell a good or service at a fixed price. Bid Rigging – promising a commercial contract to one group, even though you make it look like multiple parties had the opportunity to submit a bid. Price Discrimination – the strategy of selling the same product at different prices to different groups of consumers usually based on the maximum they are willing to pay. Price Skimming – when the price of a product is first sold at a very high price and then gradually lowered in order to capture consumers who are willing to pay more first and then new

groups are triggered with each decrease in price. Price Gouging – when a price is set higher than it normally is to take advantage of a sudden increase in demand or shortage of supply.Describe the role of business ethics in promotion E.g. business must be truthful in their disclosures in any advertisement. Attention to business ethics is on the rise across the world and many companies realize that in order to succeed, they must earn the respect and confidence of their customers. Like never




before, corporations are being asked, encouraged and prodded to improve their business practices to emphasize legal and ethical behavior. Companies, professional firms and individuals alike are being held increasingly accountable for their actions, as demand grows for higher standards of corporate social responsibility.

Important to conduct business in an ethical manner For the business’s long term sustainability Customers appreciation of good business practices Businesses should not put down their competitors but rather focus on promoting their own products and services The company should not partake in false advertising or promote anything that would mislead their customers

MN Describe the role of management in the achievement of quality SP Describe the role of solicitations used in the purchasing process SP Describe the scope of costs in managerial accounting (e.g., direct cost, indirect cost, sunk cost, differential cost, etc.) PQ Describe the scope of the Internet

The Internet, is a global network that facilitates the exchange of data and information between users around the world. The Internet is used to access and exchange information, through such tools as websites, e-mails, blogs, news sites, social media sites, etc. Twitter, Facebook, LinkedIn and many job search sites may be used to reach potential managers

SP Describe the transportation modes SP Describe the United States' judicial system

Describe the use of grades and standards in marketing. Grades and standards provide a common ground for comparison of products based on their features, functions, and quality. It allows for claims of “better than” and “leader in” to be used in advertising. Favourable comparisons help build trust in the brand over the competitors.

SP Describe the use of technology in customer relationship management Relationships have increased in importance in the field of business and marketing in the recent past. This importance can be linked to the changing nature of competition and technological developments. In this context, the question that has been posed is how these two factors affect the development of relationships. In the case of competition, relationships can serve as the basis for competitive advantage, while technology serves as the enabler of relationship building.

SP Describe the use of technology in distribution SP Describe the use of technology in human resources management

Technology has changed the business world many times over. In the Information Age, the advent of computers and the Internet has increased that impact significantly. Many businesses cannot even function without the use of computer technology. This impact is seen in nearly all areas of business, including human resources, where technology continues to have a significant impact on HR practices.




Recruiting One way in which human resources has been significantly impacted by technology is in the area of recruiting. Before the Internet, HR recruiters had to rely on print publications, such as newspapers, to post jobs and get prospects for open positions. Other methods such as networking also were used, but HR recruiters did not have the ability to post a job in one or more locations and have millions of people see it all at once. Technology has made recruiting more efficient and, in the hands of the right recruiter, more effective as well.Training Information technology makes it possible for human resources professionals to train new staff members in a more efficient manner as well. The ability to access company information and training programs from remote locations eliminates the need for trainers to work directly with new hires on all training. Some interaction will always be necessary on some level, of course, but training in virtual classrooms makes it possible for the HR professionals to train a large number of employees quickly and to assess their progress through computerized testing programs.Data Storage and Retrieval Human resources professionals generally process a considerable amount of paperwork and also have to keep much of that paperwork on file for a considerable period of time. The use of electronic imaging has made it possible for companies to store and retrieve files in an electronic format. Technology also makes it possible for human resources professionals to simply print the forms that are needed for employees. Printing on demand eliminates the need to dig through an endless number of files in the file cabinet to find what is needed.Performance Management Enhanced performance management is another by-product of technological improvement. Human resources professionals can use computer technology to assess employee performance and also to get employee feedback to be used for the betterment of the organization. Various software programs make it possible for human resources professionals to examine employee performance using metrics to ensure that employees are meeting performance standards. Employees that don't measure up can be subjected to additional training or let go in favor a replacement that can come in and do the job.

SP Describe the use of technology in operations SP Describe the use of technology in product-development management SP Describe the use of technology in risk management SP Describe the use of technology in the product/service management function

In today’s technologically advanced world, technology is necessary in all aspects of product management. Technology allows companies to project the success of their product and test their markets without spending a lot of money. Technology also makes it easier to conduct research during the first phase of the product cycle Technology can be used to experiment with new test products – on line sample of products Can be used as means for surveying existing customers in terms of future wants and needs and providing feedback to samples of new test items Can be used as a means of reaching new customers through on line mailings and web pages with new test items Technology can be used as a means of adoption or acceptance of a new product or innovation, according to the characteristics (demographic and psychological) of defined adopter

groupsSP Describe the use of technology in the promotion function

Computers-world wide web, on line advertising, online sales, on line catalogues Smart phones with updates on sales, promotions, timed sales, one day promotions Links from computers to store for updates on new merchandise and promotions




SP Describe trends in international distribution systems CS Describe types of business activities SP Describe types of business models CS Describe types of financial service providers

Banks and Credit unions provide chequing and savings accounts, investment vehicles, as well as loans and mortgages.Investment banks which provide financial services to corporations (IPOs, mergers, underwriting, etc.)Insurance companies provide life insurance (term and equity), and insurance for your car, house, health, etc.Accountants specialize in many things such as tax, small business, audit, financial analysis Financial planners will help a family understand, plan and implement a saving/spending planInvestment companies and brokerages provide stocks, bonds, mutual funds, etc. for people to invest in Three different types of financial service providers : Dealer, local bank, finance company All provide loans for the customer to purchase the car however they have different amounts of payments and annual percentage rates Creates and sells financial products or services. Banking, securities, real estate, and insurance are all financial service industries an investment portfolio company advises clients how/where to invest payment to the financial investment company may be either flat fee (per year, per month….) or a % of the portfolio, such as 1-2% of the amount the customer invests

MN Describe types of financial statement analysis (e.g., ratio analysis, trend analysis, etc.) SP Describe types of indicators used to manage business risk (e.g., key risk indicators, key performance indicators, process indicators) CS Describe types of purchase orders SP Describe ways that businesses build positive employer-employee relationships

Aiming to create a strong employer-employee relationship within your organization is commendable. Many positive results arise when employers and their workers respect and trust each other. But getting to the point of reciprocal trust and respect can be challenging for many companies. Some businesses fear giving their employees too much buy-in or power. Other organizations don’t realize that there are several actions they can take to make their workplace run smoother. A good employer-employee relationship requires constant nurturing and set expectations and results. Although hard work from both sides of the company is needed, the benefits are worth it. The top advantages: increased morale and job satisfaction, high retention rate, less absenteeism, better customer service and higher quality products.Utilize the following practices in your organization to see your employer-employee relationship flourish: communicate openly, show gratitude and appreciation, give consistent feedback and following through. Act immediately to fix problems and keep good records for your business on employee performance evaluations, firings, discipline or any other employee matter.

SP Describe word-of-mouth channels used to communicate with targeted audiences Word of mouth advertising (WOM) is the unpaid spread of a positive marketing message from person to person. It can take place directly using the human voice, or can be transmitted




via any communicative means such as through e-mail, social networking sites, blogs, review/referral channels, or text messages. Marketers have long used "word of mouth" (WOM) promotion campaigns. The idea is to get people to pass information about a product to other people. The idea in these kinds of

WOM campaigns is to reach segments of consumers who distrust paid advertising by creating the illusion that the message comes from someone who is like the message recipient. Social networking has enabled marketers to make practical use of “viral marketing,” “buzz marketing,” “guerilla marketing,” and other forms of "word of mouth" marketing that rely on

social networking. The general idea of viral marketing is to "let the behaviours of the target community carry the message."SP Design a database to meet business requirements SP Design a learning module CS Determine customer/client needs

The participant should use the following strategies to indentify out what a customer/client needs are: Questioning Observing ListeningAfter carefully doing all of the above, vendors should continue to observe and listen carefully while making suggestions of merchandise to the client. They should listen for verbal and non-verbal clues and respond / alter their responses appropriately

CS Determine economic utilities created by business activities Economic utility is defined as the measure of satisfaction received by a consumer from consuming a good or service. Generally, the more of a good or service is consumed, the greater

the utility, however the additional satisfaction, or amount of utility, gained from each extra unit of consumption decreases. This concept is known as Marginal Utility. CS Determine factors affecting business risk

Business risk is the potential for business loss or failure3 kinds of business risk: economic, natural and human Economic- occur from changes in overall business conditions (competition, changing consumer lifestyles, population changes, limited usefulness or stylishness of some products,

product obsolescence, government regulation, inflation or recession) Natural- result from natural causes (weather conditions-floods, fires, hurricanes, etc.) Human-caused by human mistakes and the unpredictability of employees or customers (dishonesty, carelessness, incompetence, accidents, illness, non-payment of accounts)There are many types of risks businesses face—political, financial, social, economic, legal, theft, safety, etc.There are many types of risks faced in the restaurant industry—alcohol, underage drinking, fire, burns, food poisoning, spills, broken glass, etc.It is important that businesses anticipate possible risks and create plans to deal with these risks.If possible, businesses should find ways to make certain that the risks are prevented before they occur

ON Determine feasibility of venture ideas SP Determine inventory shrinkage




SP Determine issues impacting human-resources development (e.g., organizational culture and policies, societal norms, etc.) human resources development is the framework for helping employees develop their personal and organizational skills, knowledge, and abilities. It includes training, career

development, mentoring etc. issues that may impact human resources development include employee turnover, absenteeism, changing laws/environment, ethics, workplace culture, workplace environment,

management and management systems, policies and practices issues specific to MCC that may impact human resources development include negativity and passing judgment amongst employees, organizational norms that have developed over

time, lack of collaboration amongst employees, lack of respect for colleaguesSP Determine learning objectives

• A learning objective answers the question: What is it that your students should be able to do at the end of the class session and course that they could not do before? • A learning objective makes clear the intended learning outcome rather than what form the instruction will take. • Learning objectives focus on student performance. Action verbs that are specific, such as list, describe, report, compare, demonstrate, and analyze, should state the behaviors students

will be expected to perform. Well-written learning objectives can give students precise statements of what is expected of them and provide guidelines for assessing student progress. Our goal for students is learning and if students don’t know what they should be able to do at the end of class then it will be difficult for them to reach that goal. Clearly defined objectives form the foundation for selecting appropriate content, learning activities, and assessment measures. If objectives of the course are not clearly understood by both instructor and students, if your learning activities do not relate to the objectives and the content that you think is important, then your methods of assessment, which are supposed to indicate to both learner and instructor how effective the learning and teaching process has been, will be at best misleading, and, at worst, irrelevant or unfair. Think about the lesson you will be teaching. What would you like for each student to know and be able to do when he/she has completed the lesson?

ON Determine opportunities for venture creation CS Determine personal vision

Guiding principles that influence daily decisions as well as overall direction. For a community – personal vision must encompass best interest of general population of community as a whole. Creativity, personal beliefs, values and community expectations should be included.

MN Determine relationships among total revenue, marginal revenue, output, and profit SP Determine the components of internal accounting control procedures for a business SP Determine the impact of business cycles on business activities SP Determine the nature of organizational goals

Company’s overall goal is its mission statement Companies set long term (1-3 years) and short term (less than 1 year) goals Companies set strategies to attain the goals




Companies need to set sales targets and/or performance expectations for employees, to give employees a frame of reference for self-managementGoals can be categorized as: financial (profitability, increased sales, market share), customer-centred (service), product-related (innovations), operational efficiencies, regulatory objectives, and, employee learning and growth related.

CS Determine the relationship between government and businessNB: students may struggle with this unnecessarily confusing phrasing ("determine") crafted by US DECA Inc. Government and business can work separately or in partnership with each other. They can work together to provide goods and services to people in P3s - public - private partnerships. Often these partnerships are formed to build expensive infrastructure like

hospitals, roadways and even athletic stadiums or to provide essential goods and services to those in need.Government-run businesses can also be sold to private people (privatization)

CS Determine the relationship between government and business SP Determine turnover rate and its causes

MN Determine venture's information technology needs Determine visionSafety is one section that requires a vision. The manager must set a vision for the business that makes safety a priority He/she should reward staff that are following safe practices and providing quality customer service with regard to safety. Safety practices should be reported at all staff and be a part of the regular communication with the staff—perhaps a count of how many days accident free.

CS Determine ways of reinforcing the company’s image through employee performanceThe participant should identify the need for positive employee performance and mention some of the ideas listed below:• staff can improve customer satisfaction by carefully, quickly and pleasantly handling .customer transactions, and, knowing the various services offered by the company/store as well

as who can help the customer with those services. • pleasant greeting and a reassuring departure are useful tools in maintaining a good image• Offer helpful comments during and after a transaction and always thank the customer in order to build a good relationship• Follow up on all promises made to a customer, and check on their level of satisfaction after a purchase• Positive customer-client relations require compassionate and immediate action when dealing with complaints and inquiries. • Creating a harmonious working environment will improve employee morale and be genuinely passed on to the customer

MN Develop a risk management program ON Develop and/or provide product/service SP Develop communications plan




ON Develop company goals/objectives SP Develop monitoring programs for restrictive contract requirements CS Develop personal budget ON Develop plan to invest resources into improving current products or creating new ones.

Minimize risks and allocate investment and resources wisely: Will the new product or service meeting customer need; are your clear about what the new product or service achieves; does it match your business strategy and strengths Consult with your team – employees, franchisers, customers, suppliers – to contribute ideas and insights for the short- and long-term Market research to learn about trends in the market, what the competition is doing, establish a unique selling positionStep 1 – Idea Generation Gather ideas to be evaluated as potential product options. Many market research techniques are used to encourage ideas including: running focus groups with consumers, channel members, and the company’s sales force; encouraging customer

comments and suggestions via toll-free telephone numbers and website forms; and gaining insight on competitive product developments through secondary data sources. New product ideas may come from brainstorming, responding to some observed need or even by chance.Step 2 – Screening Critically evaluate ideas generated by step 1 Ideally, screen products based on an established set of evaluation criteria Select the most attractive optionsStep 3 – Concept Development and Testing Obtain feedback from customers, distributors, employees on selected ideas Market research may be done with focus groups, based on concepts of a product, story boards, or non-functioning “mock-ups” of the product.Step 4 – Business Analysis Analyse the likely success and viability of the new idea. Analysis may include - target market size, operational costs, financial projections.Step 5 – Product and Marketing Mix Development Begin working on actual product design Begin formulating a marketing plan and addressing other elements of marketing mix (pricing, promotion, place / distribution)Step 6 – Test Marketing Test the actual product. May include offering product to a selected small segment of the target market (Windsor and London are often selected as test markets for large companies)Step 7 – Commercialization




Introduce product to wider market May be done in waves or all at once

SP Develop project plan Recognize that incremental improvements are not sufficient to address the (fundamental) problems in the business described.Identify clear objectives for what the project will be about; improving the way the store is operated from the customer’s perspective.Identify steps that will need to be taken to achieve the desired resultsA project plan answers the following basic questions regarding the project:• Why? - What is the task related to the project? Why is the project is being done?• What? - What are the activities required to successfully complete the project? What are the main products or deliverables?• Who? - Who will take part in the project and what are their responsibilities during the project? How can they be organized?• When? - What exactly is the project schedule and when can the milestones be completed?

CS Develop rapport with customers.Rapport is all about highlighting common interests and establishing a mutual feeling of friendliness. When people like each other – whether in business, friendship, or both – they tend to help each other.Most salespeople are naturally enthusiastic, positive, and outgoing people, but that doesn't necessarily mean everyone will like you off the bat. Here are three ways you can increase your rapport rating with prospects and customers: Match your customer's style. Pay attention to how your customer prefers to communicate and get in step. Does your customer prefer to get right down to business, or warm up by

engaging in small talk? What kinds of things does he or she find funny, interesting, or intriguing? If your customer talks quickly and loudly, make an effort to match that energy. Trust builds rapport. Your customers will learn to trust you if you do what you say. Keep your commitments, call when you say you will, and always follow through. Be careful not to

make promises you might not be able to keep. Too many salespeople make well-intentioned commitments, only to find themselves unable to find time to fulfill them. They may not always lose a sale because of this, but they're certainly not building the kind of trust that will make that customer anxious to give referrals.

Another way to build trust is to demonstrate that you're interested in their well-being -- beyond your own profit potential. Know and appreciate your customers' needs beyond your product. See what you can do to help them meet those needs. Little things like finding information for them or putting them in touch with other suppliers tend to make a big difference.

Practice reciprocity. When you treat people in a certain way, they tend to want to treat you in the same way. Find ways to treat your customers as valued members of your professional and even social circle. In life and in business, the little things make a big difference.

SP Develop retention system appropriate for media/documents being stored ON Develop strategies for legal/government compliance

Develop strategies to market the organization to potential employeesCompanies put a lot of effort into recruiting high potential employees. With demand for these employees being high, organizations have to market themselves by emphasizing how they invest and support their employees. By creating an employment brand with an image of a “good place to work” companies create consensus among employees. Below are examples of how




to build that image: Promote a culture of sharing and continuous improvement; Get involved in the community; Sponsor a school or sports team in the community; Attend career events; Obtain public recognition (great-place-to-work lists); Employees “proactively” telling stories; and, Increase candidate awareness of your best practices.

SP Develop transportation plans Differentiate between required employer contributions and additional benefits that an employer might offer.An employer is required to deduct 3 things from an employee’s pay. Any other deductions are voluntary on the part of the employee (although, in the mining industry purchasing AD&D insurance is often a required condition of employment). The 3 mandatory deductions are: FIT (Federal Income Tax), CPP (Canada Pension Plan) and EI (Employment Insurance). The employer must match the employee portions of CPP (1:1) and EI (1.4:1).All other benefits are voluntary. Employers buy benefits packages from companies such as Sunlife, Manulife, or other insurance companies and offer benefits to attract good employees and offer attractive compensation packages. Most voluntary benefits are offered at single or family rates.

SP Discuss actions employees can take to achieve the company’s desired results. Employees, all have the responsibility on behalf of the store of satisfying the customer’s needs (motives) Employees have to realize that their success and enjoyment on the job depends on how successful the store is, so they have to be prepared to contribute to helping the store to become more successful.

SP Discuss business process thinking and its impact SP Discuss challenges associated with data mining CS Discuss considerations in selecting a financial-services providers

Choose someone who listens carefully and understands your needs. Do you trust them? Does their approach match what you’re comfortable with and want? Check that they have a qualification in financial planning Check that they have a successful history (how many clients they have, whether any disciplinary actions have been taken, how long they’ve been a planner, what products they’re

registered to sell, their track record, whether this is the only thing they do) Ask for references Compare fees with other planners

CS Discuss employment opportunities in business management and administration ON Discuss entrepreneurial discovery processes




SP Discuss factors that impact human resources management (e.g., availability of qualified employees, alternative staffing methods, employment laws/regulations, company policies/procedures, compensation and benefit programs, staff diversity, etc.) Human resources management refers to the management of a business’s workforce. Human resources management involves a variety of functions including recruiting, hiring, training, evaluation, performance management, benefits, compensation, employee health and safety, ensuring adherence to labour laws, etc. Factors that impact HRM include:Economic Conditions – One of the biggest external influences is the shape of the current economy. Not only does it affect the talent pool, but also it might affect the company’s ability to hire anyone at all. One of the biggest ways to prepare against economic conditions is to not only know what’s happening in the world, but also create a plan for when there is an economic downturn. Workforce Demographics – As an older generation retires and a new generation enters the workforce the human resources department must look for ways to attract this new set of candidates. They must hire in a different way and offer different types of compensation packages that work for this younger generation. At the same time, they must offer a work environment conducive to how this generation works.Social - Several social factors may influence your HR planning, but equalities and diversity need to be taken into account in particular. If there is a clear discrepancy of one social group, it’s a good idea to build in ways to open up new opportunities.

MN Discuss factors to consider in choosing between debt and equity capital SP Discuss global supply chain issues SP Discuss issues associated with workplace diversity (e.g., ethnic, generational, religious, gender)SP Discuss legal considerations affecting risk management SP Discuss legal considerations in operations

MN Discuss limitations of using financial statements to assess business performance SP Discuss managerial considerations in directing SP Discuss organizational requirements for purchase authorizations PQ Discuss principles of computer systems SP Discuss priority procedures used by businesses for purchases SP Discuss regulations that affect the vendor/supplier bidding process SP Discuss the arbitration/mediation process SP Discuss the connection between business analysis and business process management SP Discuss the global environment in which businesses operate SP Discuss the impact of a nation’s unemployment rates

The currency market is the most driven by the Employment Report. An unanticipated rise in employment, for example, means a rise in the dollar. Reactions to surprises relate to the




implications on short-term interest rates. The currency market has become increasingly sensitive to the data and pays particular attention to the unemployment rate.The bond market is concerned with what the unemployment rate may indicate about inflation and interest rates. A strong employment report may indicate an economy that is heating up too quickly, leading economists and traders to become concerned about inflationary pressure. However, it can also raise concerns about tightermonetary policy and forthcoming interest rate increases. The equity market looks for rising employment as a sign of corporate optimism and growth potential. It is also concerned with inflation and interest rates, but to a lesser degree.

SP Discuss the impact of bribery and foreign monetary payments on business SP Discuss the impact of cultural and social environments on global trade

Understanding different cultures and social norms – better understanding of customers – better marketing efforts Understanding of different cultures and social norms helps to establish better supplier/buyer relationships

SP Discuss the impact of globalization on business SP Discuss the impact of vendor competition on purchasing SP Discuss the implications of quality costs CS Discuss the importance of corporate governance in business SP Discuss the importance of ethics in data mining SP Discuss the importance of utilizing ethical purchasing methods SP Discuss the measure of consumer spending as an economic indicator SP Discuss the nature of business analysis SP Discuss the nature of business customs and practices in the Middle East SP Discuss the nature of capacity planning SP Discuss the nature of contract suspensions SP Discuss the nature of customer relationship management

Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth

CS Discuss the nature of data mining SP Discuss the nature of debtor-creditor relationships

System for collecting money from other businesses: Sales team generates sales invoice and sends one copy to the customer and one to Accounts Receivable A/R records daily invoices and payments, and, prepares the daily deposit cross-checking that the electronic total (keyed in to the system) = physical total (physical cheques and

wire/electronic transfers)




To minimize losses on foreign exchange, payments need to be in our country’s currency (not the international clients’) A/R overdue reports are printed (at least) monthly; overdue accounts are contacted Delinquent accounts can be sold to collection companies, have legal proceedings started to collect, or be written offSystem for collecting money from in-store customers: In stores, a debit/credit machine purchased from Moneris or like-company, is needed to transfer sales money from the teller to the company’s bank account; these daily cash sales are

reconciled and fees are recorded From on-line sources, daily cash sales are reconciled and fees are recordedA payment system for companies selling to other companies would include the following: Companies applying for credit terms prior so they can be invoiced rather than pay COD (cash on delivery) Companies paying their debts primarily by company cheque or wire transfer Large, multi-period bills like contracts will often require interim/progress payments A return policy Payment terms of 30 days with interest charged on overdue accounts Letters, collection agencies, legal follow-up for delinquent accountsFor companies selling to the general public (outlet stores, brand name stores), payment system components would include: For in-person sales, accepting cash, debit card, or credit card (no personal cheques) For online purchases, the company can set up a shopping cart check out, or arrange a 3 rd party payment system (like PayPal), or accept e-transfers; shipping must be included; and, the

currency must be our country’s currency A return policy

SP Discuss the nature of enterprise risk management (ERM) SP Discuss the nature of environmental law SP Discuss the nature of executive compensation SP Discuss the nature of global risk CS Discuss the nature of human resources management

Human resources management refers to the management of a business’s workforce. Human resources management involves a variety of functions including recruiting, hiring, training, evaluation, performance management, benefits, compensation, employee health and safety, ensuring adherence to labour laws, etc. Effective human resources management processes and procedures are critical to the efficient and successful operation of a business, and can have an impact on the organization, its employees, and its customers. Human Resources Management [HRM] is a set of organizational activities directed at attracting, developing, and maintaining an effective workforce. It involves processes such as hiring, orientation, professional development, counselling, and dismissals through which the department tries to motivate and retain qualified personnel to

operate the company effectively.




SP Discuss the nature of incident and emergency response plans CS Discuss the nature of information management

Information management is the collection and management of information from one or more sources and the distribution of that information to one or more audiences. It also refers to the organization and control over the structure, processing and delivery of information. Students may summarize this be saying that IM is the ability of a business to use information about its products, customers and competitors to its advantageDiscuss the nature of intellectual property

SP Discuss the nature of law and sources of law in the United States /Canada Legislation is enacted at all levels of government in Canada - the federal government, the provinces and territories, municipalities - and forms a major body of law. Our elected representatives introduce and debate proposed laws dealing with matters within their jurisdiction.There are three sources of law in Canada: Constitutional Law (derived from the Canadian Constitution) and is based on the BNA act 1867 (Socials 10), the Constitution Act 1982, and the Canadian Charter of Rights and

Freedoms. It overrides Statute and Common Law. Statute Law (derived from elected government representatives at all levels of government) Some examples of Statute Law are: The Criminal Code, the Highway Traffic Act, and the

Youth Criminal Justice Act. These laws override Common Law. Common Law (aka Case law) is based on previous precedent-setting legal decisionsThere is Public Law and Private Law. Public Law is where people or businesses are prosecuted in the interest of the public by government representatives (Crown lawyers). Private Law is where an individual or group wants to sue another individual group for damages to person or property. This is also know as Civil Law.

SP Discuss the nature of managerial planning SP Discuss the nature of mining unstructured data SP Discuss the nature of operational risk management SP Discuss the nature of product development SP Discuss the nature of purchasing methods SP Discuss the nature of records management CS Discuss the nature of retirement planning

Simply put, during the working years, a person needs to put aside enough money to live on once they no longer have income (retire). Planning considerations include: determining how much money you will need (living, travelling, long-term care, life expectancy, taxes), what sources of income you will have (pension, investments, government income

SP Discuss the nature of supply chain management Supply chain management is the sourcing of materials, the manufacture of goods, and the warehousing and distribution of products.




A supply chain manager will research and analyze the marketplace; develop demand forecasts; evaluate suppliers’ capabilities to deliver; utilize technology such as Systems, Applications, and Products in Data Processing (SAP); develop aggregate and master production plans/schedules; and analyze business processes.

Industry-standard theories, methods, and techniques include: • Six Sigma (a strategy to reduce the risk of manufacturing errors and defects) • Total Quality Management (a principle that every staff member must be committed to maintaining high standards of work in every aspect of a company's operations)• Just-in-Time (a manufacturing system in which materials or components are delivered immediately before they are required in order to minimize inventory costs)• Lean (systematic method for waste minimization without sacrificing productivity) Concepts and theories are applied to supply chain management strategies and problem solving.Discuss the nature of workplace privacy rights

SP Discuss the need for continuous improvement of the quality process SP Discuss the relationship between operations management and accounting

MN Discuss the relationship between risk and business objectives SP Discuss the role and responsibilities of project managers SP Discuss the role of administrative law SP Discuss the role of ethics in accounting SP Discuss the role of ethics in finance SP Discuss the role of ethics in knowledge management SP Discuss the role of ethics in operations

Ethics in operations, specifically purchasing, involves conducting business with suppliers/vendors in good faith, granting all competing suppliers/vendors fair and equal consideration, requiring honesty and accurate representation of goods and services from all suppliers, and ensuring activities are conducting according to the law and business policies.

SP Discuss the use of variance analysis in managerial accounting CS Discuss types of inventory SU Dismiss/Fire employees CS Distinguish between economic goods and services

Economic goods are tangible items such as products or materials that satisfy consumer wants or needs. Economic services are intangible and satisfy consumer wants or needs such as haircuts, dry cleaning, or massages. Services cannot be owned or returned by someone as could be with a

good. Services are delivered by a service provider who is paid to do so by a consumer.Distinguish between ethics and law




Ethics what you believe to be morally right internal conscience code of moral principles that sets standards, good or bad, or right or wrong, in one’s conduct and thereby guides the behaviour of a person or groupLaw What the government or country says is right Legislated by government A set of rules, impartially applied, for regulating human behaviour and disputes

CS Distinguish between using social media for business and personal purposesSocial media for business is extremely different than social media for personal use. While the broad concepts are somewhat similar, there are several differences that are important to know. Here are three major ones:Hashtags Personal Use: Hashtags are meant to designate the topic of your post. In a social context it could be something like #Halloween2015 to populate your post when anyone searches for

anything on the topic of Halloween2015. Professional Use: Though they have little importance to people who use social media for personal reasons, hashtags are essential for small businesses on Facebook, Twitter, Instagram

and Pinterest. They can help people find your business easily, and they expand the reach of your posts.No matter which social network you use, hashtags are important. They are a key component of social media marketing, and it’s important to learn how to use them properly.Images Personal Use: Typically, people share photos of their vacations, the food they eat and anything else they find interesting. Photographs are interesting to look at, and sometimes simply

writing a post about something doesn’t do it justice. Professional Use: When it comes to marketing your business, photos serve a very different purpose. Instead of showing what you’re up to and who you’re with, it’s better to show

pictures of your products and any ads or promotions you have going on at the time.When it comes to social media marketing strategy, there’s much more to images than you think. For a personal profile, you can pretty much upload any images you want (although consider who you have in your personal networks who may be tied to your professional networks). For a business, that’s not the case. It’s important to learn what type of images to use, and what to do with them once they’re uploaded. Analytics Personal Use: Analytics are a way to collect data about your website or your Facebook business page, and they really don’t apply to a personal profile. Long story short, they have no

personal use, and most people have never seen them. Professional Use: Analytics are critically important to a successful social media campaign for a small business. You can use them to measure who is looking at your website, when

they look at it, where they are, and what pages they click on. Facebook also has its own analytics program called Insights that measures data for your business page. The information you gain from this data is crucial to the future success of your business. Without it, you will have a hard time tailoring your online marketing strategy to the specific needs of your




business.When it comes to your personal profile, analytics are nonexistent and unnecessary. When you use social media for a business, however, they are crucial to success. They can be data-heavy and difficult to comprehend. That’s why it’s important to learn how to interpret them properly, so you can use this data to your advantage.

SP Document business processes SP Document employee issues (e.g., reasonable suspicion, harassment, attendance) and recommend solutions

Document employee issues and recommend solutionsDocumentation is essential for managers and HR staff because you need to make a serious effort to record all of the events in the employment history of your employees—both positive and negative incidents of performance.Why Document? Documentation provides evidence that performance issues were discussed with the employee in a timely and concise fashion. Documentation offers a history of the employee’s improvement or failure to improve performance over time. It is chronological and a precise description of the employee’s actions, the

manager’s actions, and events as they occur. Documentation provides evidence that supports management decisions to take unfavorable action such as discipline or termination with an employee. Documentation offers proof that an employee deserves an available promotion or opportunity over other employees who are also eligible. Documentation provides evidence to justify salary increases, decreases, or why an employee received no raise. In the event of a lawsuit, complete and thorough documentation protects an employer's interests. The documentation can support management's actions in terminating an unsuccessful

employee. It also can prove that the employee was terminated for reasons that are legal as opposed to others such as illegal discrimination.What to DocumentManagers need to document employee performance, both positive contributions and performance failures. They need to document exactly what the employee did and said and what the manager did and said in response during the meeting or conversation. You need to document any agreements made during the conversation, goals set, improvements required and expected, and the timeline for improvement. Documentation should also contain commitments that the manager makes to assist the employee.How to DocumentDocumentation should be written during or immediately following the meeting or conversation with the employee. At no time should you miss writing down the conversation on the day when it actually occurred. Waiting until later affects the quality of the documentation because it is based on memory.One of the worst mistakes managers make is to believe that they can reconstruct an employee counseling history as needed. No HR person who has any experience of decent, timely documentation is ever fooled by a reconstructed record. Managers who reconstruct from memory bring unnecessary and unacceptable risk to their company because a made-up history won't hold up in a potential lawsuit. You need your documentation to appear professional, neat, and organized. Write documentation as if you are talking about the history to a third party. You never know who may read your documentation one day, so make sure that it reflects your professionalism. (Back of a cocktail napkin, envelope, or sticky note doesn't qualify as professional documentation.)Your documentation should go to an employee’s new manager if the employee obtains a new job—or you do—in your organization.




For your memory and to inform the employee’s new manager, you need to put the employee’s name and title, your name and title, and the full date on each document.Write documentation that is factual, fair, legal, objective, complete, and consistent. Avoid opinions (Mike is sloppy. Alice is lazy. Tom was lying to me.), name-calling, editorializing (John is a jerk. Mark has an attitude problem.), and labeling (Mary is irresponsible. George is not a team player.).Avoid also trying to interpret the employee’s behavior. (Marsha must not like this assignment. Paula appears to be in over her head.) Minimize your use of descriptive words such as adjectives and adverbs (slowly, sloppily, unhappy, moody, rude). State the employee's specific behavior and actions, not your opinion or interpretation of it.In documentation, what is needed is an accurate record of the conversation. Stick with the facts and write down just what you said and what the employee said. Make sure that your documentation is unambiguous and that it gets the facts straight. (In any potential legal situation, errors in any of the documented events make all of the documentation suspect.)Finally, document any agreements, commitments, timelines, improvements needed, check-in points, and other details that might slip from memory. Make certain that you set a date and time for deadlines and due dates so that misunderstanding won't occur.Draw conclusions based on information analysis (NF:278) (CS)*

SP Draw conclusions on the research question/issue CS Edit and revise written work consistent with professional standards SP Edit documents CS Employ communication strategies appropriate to target audience

Written communications dispatched by mail e.g. statements detailing tax liabilities and payment schedules. Paper-based items sent by mail have the advantage of providing a clear, fileable statement that is likely to reach its intended recipient. Writing is used when you have to provide detailed information such as figures and facts, even while giving a presentation. It is also generally used to send documents and other important material to stakeholders which could then be stored for later use as it can be referred to easily as it is recorded.

Oral communications: customers can 'phone in' with their queries. They can also speak directly to the employee who is managing their account. Oral communication allows most misunderstandings to be resolved immediately. Oral communication could be said to be the most used form of communication. Whether it is to present some important data to your colleagues or lead a boardroom meeting, these skills are vital. In recent years verbal communication has been replaced to a great extent by a faster form of written communication and that is email.

Online communications. Today consumers can complete their Tax Return, claim tax credits and do a variety of other business with the Inland Revenue directly online, thereby saving a great deal of time. An important advantage of this method is that ongoing 'help' is provided by pop-up help facilities. This is a cheap, quick and efficient means of communication.

Advertising on TV and in the press e.g. to alert people to payment deadlines or to eligibility for tax credits. CS Employ communication styles appropriate to target audience

When choosing a communication style, one must consider the audience and their needs. In order to get to know the audience and to communicate effectively, you must identify: what information are they seeking, how will they use this information, how much information do they need to make a purchasing decision, what is their budget, what obstacles must you overcome with the target audience. Based on this information, you can decide how much data and detail to divulge or how much emotional language and connection to establish. The participants should discuss appropriate methods for the desired audience. In general, some questions that should be considered regarding your audience are:• How important will the audience see your message as being?




• Does your communication ask the audience to take some action? • How much information does your audience need? • What obstacles must you overcome with the target audience? • What are the benefits to your audience of what you have to communicate? • How will your audience use this information? • What method of communication is best suited to this message? In addition, you should consider how formal and how detailed you wish your communication to be. Use language and terminology that are appropriate to the audience.

SU Encourage team building Did the student explain the benefits (i.e. increased productivity, sales, # customers, etc.) of team building? Did the student explain strategies for successful team building? Explain team building skills – Purpose – what are the shared goals? Empowerment – provide clarity and structure, establish roles, encourage accountability Relationships and communication – hold meetings to keep team cohesive Optimal performance – shared accountability, performance depends on clear goals and timely feedback Recognition and morale – recognize team’s efforts with compliments or even weekly discussions on what they are proud of accomplishing

CS Enlist others in working toward a shared vision Show others the benefits of a shared vision (could be a positive work environment where employees want to go to work and enjoy being there leading to increased productivity and

cohesiveness). Model behaviours from the top down so others see how it can and will work. Gather feedback and input from others about what the vision should be and how it can be achieved. Involve them in the process so they have ownership to it.

SP Entertain customers at the office MN Establish efficient operating systems

Establish policies/procedures for preventing internal theftParticipants’ ideas may include: Installing security cameras Increasing supervision Using a Just-In-Time inventory system to avoid having excess furniture vulnerable to theft and going unnoticed in the warehouse Increasing the frequency of inventory counts so that employees during certain periods of time can be held accountable for theft




Security checks of employee automobiles as they leave the premises to check for stolen furnitureSP Establish uniform definitions of data

MN Evaluate channel membersThe evaluation channel members is important because the failure of one member can cause the failure of the whole. Channel members can be employees as well as independent business firms.When choosing a channel member consider the following:• The nature of your product• The degree of control you want over the passage of inventory through the channel• The relative importance of channel member• The number of channel members involvedThe major criteria of evaluating ongoing channel members is sales, but there are others:• Sales is the most popular performance criteria used in channel evaluation. Sales might further be subdivided into current sales compared with historical sales, comparisons of sales with

other channel members, and comparisons of the channel member's sales with predetermined quotas. • Maintenance of adequate inventory• Selling capabilities• Attitudes of channel intermediaries toward the product• Competition from other intermediaries and from other product line carried by the manufacturers own channel members.

SP Evaluate data structures SP Evaluate effectiveness of company's injury/occupational illness prevention programs SP Evaluate learning ON Evaluate options for continued venture involvement SP Evaluate project results / success

Prior to starting a project objectives need to be set in order to be able to evaluate the success of the project when complete. Evaluate stakeholder and customer satisfaction. Ask a simple question to all parties involved: Were you satisfied with the result? If not all parties are satisfied, it is a sign there were

inefficiencies in the project. To help you decide what changes might be made to future projects, ask all parties involved what could have been improved to make the project successful, and make changes as necessary to future projects.

Determine if the project met its business objectives. Ask end users of the project if the results meet their needs. The end user can be anyone who is utilizing the results of the project and can include outside customers. For small businesses, the end users are often the same people who worked on the project. If the project did not meet its objectives, it is usually a sign of insufficient resources or unclear objectives. For future projects, make sure objectives are understood at the outset and that the project is given sufficient resources.

Evaluate end-user adoption. Reach out to the end users of the project to determine if they are utilizing the results of the project as expected. If not, ask what changes are needed to make




the results useful. Determine the frequency with which they are utilizing the results. If the project is successful, you will find high-end user adoption and frequent use. If end-user adoption is low, consider including end users in the charter stage of your next project to ensure the outcome is something they will find useful.

Evaluate the final delivery of the project. Some projects have excellent outcomes but create unnecessary headaches. Ask all parties involved in the project if the delivery of the final result went smoothly. Were they able to quickly implement the results, or did the results of the project leave them confused? Were the results well explained, or did they have to follow up with extra questions? If the stakeholders feel like the project was not delivered properly, define delivery objectives at the outset of future projects. This ensures the project manager continues to focus on the project throughout the delivery stage.

See if the project met governance requirements. At the outset, most projects elect an advisory committee to review the project's outcome. In very small businesses, the reviewer is often an individual, such as the owner or president. Check with the project’s other advisors. Was the project adequately reviewed throughout the process? Did the project manager check in with advisors regularly? Was the review process too frequent or not frequent enough? If the reviewers believe the project was not adequately reviewed, it is time to review the project governance policy. Consider a more frequent or stricter review schedule for future projects.

See if the project provided benefits to its stakeholders. Ask all parties involved, including end users, if the project has resulted in benefits for the business and its employees. Are the benefits substantial or a small improvement? What additional benefits would you like to see from future projects? Successful projects create noticeable benefits. If the project has not realized benefits, it doesn't always mean the project wasn't executed successfully. If the objectives of the project were met but benefits were not realized, carefully review the objectives of your next project to ensure they will result in noticeable benefits.

Evaluate project success Prior to starting a project objectives need to be set in order to be able to evaluate the success of the project when complete. Evaluate stakeholder and customer satisfaction. Ask a simple question to all parties involved: Were you satisfied with the result? If not all parties are satisfied, it is a sign there were

inefficiencies in the project. To help you decide what changes might be made to future projects, ask all parties involved what could have been improved to make the project successful, and make changes as necessary to future projects.

Determine if the project met its business objectives. Ask end users of the project if the results meet their needs. The end user can be anyone who is utilizing the results of the project and can include outside customers. For small businesses, the end users are often the same people who worked on the project. If the project did not meet its objectives, it is usually a sign of insufficient resources or unclear objectives. For future projects, make sure objectives are understood at the outset and that the project is given sufficient resources.

Evaluate end-user adoption. Reach out to the end users of the project to determine if they are utilizing the results of the project as expected. If not, ask what changes are needed to make the results useful. Determine the frequency with which they are utilizing the results. If the project is successful, you will find high-end user adoption and frequent use. If end-user adoption is low, consider including end users in the charter stage of your next project to ensure the outcome is something they will find useful.

Evaluate the final delivery of the project. Some projects have excellent outcomes but create unnecessary headaches. Ask all parties involved in the project if the delivery of the final result went smoothly. Were they able to quickly implement the results, or did the results of the project leave them confused? Were the results well explained, or did they have to follow up with extra questions? If the stakeholders feel like the project was not delivered properly, define delivery objectives at the outset of future projects. This ensures the project manager continues to focus on the project throughout the delivery stage.

See if the project met governance requirements. At the outset, most projects elect an advisory committee to review the project's outcome. In very small businesses, the reviewer is often an individual, such as the owner or president. Check with the project’s other advisors. Was the project adequately reviewed throughout the process? Did the project manager check in




with advisors regularly? Was the review process too frequent or not frequent enough? If the reviewers believe the project was not adequately reviewed, it is time to review the project governance policy. Consider a more frequent or stricter review schedule for future projects.

See if the project provided benefits to its stakeholders. Ask all parties involved, including end users, if the project has resulted in benefits for the business and its employees. Are the benefits substantial or a small improvement? What additional benefits would you like to see from future projects? Successful projects create noticeable benefits. If the project has not realized benefits, it doesn't always mean the project wasn't executed successfully. If the objectives of the project were met but benefits were not realized, carefully review the objectives of your next project to ensure they will result in noticeable benefits.

CS Evaluate quality and source of informationNot all information is created equal. Just because you find information at the library does not guarantee that it is accurate or good research. In a business setting, being able to critically evaluate information is necessary in order to conduct quality research. Each item you find must be evaluated to determine its quality and credibility in order to best support your research. To evaluate a source consider the following:Authority - Who published the source? What is the purpose of the publication? Where does the information in the source come from? Does the information appear to be valid and well-researched, or is it questionable and unsupported by evidence. Who is the author? What are the author's credentials (educational background, past writing, experience) in this area? Have you seen the author's name cited in other sources or bibliographies? Is the content a first-hand account or is it being retold? Primary sources are the raw material of the research process; secondary sources are based on primary sources.Currency - When was the source published? Is the source current or out of date for your topic?Purpose - What is the author’s intention? Is the information fact, opinion, or propaganda? Is the author's point of view objective and impartial? Is the language free of emotion-rousing words or bias? Is the publication organized logically? Are the main points clearly presented? Do you find the text easy to read? Is the author repetitive?

SP Evaluate risk factors and trends affecting supply chain systems (e.g., sustainability, political volatility) ON Evaluate risk-taking opportunities SP Evaluate supplier performance and compliance SP Evaluate vendor performance

The participant should consider the following when evaluating a vendor’s merchandise. Will the merchandise suit their target customer? Is the merchandise the right fit for their image and stores? Is the quality and styling of the merchandise something that works with their reputation? Costs of the merchandise - to the retailer (including shipping costs) – costs to the public Production capabilities, past experience, product quality, the availability of special buying arrangements or services that correspond to this vendor When dealing with a vendor for the first time, buyers might solicit references to determine the vendor’s reputation. Many businesses maintain resource files and journals that document

past experience with vendors. Such a journal may include an evaluation of product quality, delivery performance, and customer service. Returns relating to the quality of products may cause a vendor to be dropped.




Participant should address methods of determining success such as: Sales Customer satisfaction Returning customers

SP Execute and control projects CS Exercise confidentiality PQ Exhibit a positive attitude

Indicators of a positive attitude include the following Maintain positive body language Smile and nod when listening to customer’s concerns Avoid crossing your arms in front of your chest – this demonstrates that you are ‘closed’ and not listening to what the customer is saying Acknowledge the customer’s concerns and reassure them that you understand what they are saying and that you will do whatever you can to ensure that their concerns have been

addressed Avoid getting angry and using negative words or tone of voice Avoid using a demonstrative tone with the customer or becoming confrontational with them

CS Exhibit a professional image CS Exhibit cultural sensitivity

Exhibiting cultural sensitivity may start with language lessons, but more often extends to learning the etiquette, protocol, communication styles, and negotiation approaches of various international business associates and clients.

PQ Exhibit self-confidence SP Explain assessment methods used in the hiring process SP Explain Boolean logic SP Explain business ethics in product/service management

Business ethics that relate to product/service management focus on making customers aware of product information that can affect safety and health when the product is used. Some of the general areas that the participant could identify include: Timely product recalls Alert allergy information Labeling – country of origin, contact information, contents Clear instructions on how to care for the good (if applicable)




Product must work as stated in advertisements and websites Honour privacy laws Information must be clearly conveyed and not be misleading Company must deal with complaints responsibly Animal testing, child labour, environmentally damaging

SP Explain business ethics in product-development management (VM:008) (SP)SP Explain business ethics in selling

E.g. the salesperson must be truthful in its communications with his clients. Should he then proffer that Grenadier may not be around to honour the gift certificates? Salesperson needs to follow company policy, but is it ethical to continue selling gift certificates when there is uncertainty they can be honoured?

Is the company adhering to correct business practices? Does the company have a Code of Business ethics? Have customers been informed of policy prior to purchase of a gift certificate. Is the gift certificate policy posted in the store for customers to see? Easier to keep customers than get new ones. Honesty builds trust between customers and the company A company must ensure that none of their claims are fraudulent

CS Explain career opportunities in administrative services SP Explain career opportunities in business information management CS Explain career opportunities in entrepreneurship SP Explain career opportunities in human resources management SP Explain career opportunities in operations and supply chain management CS Explain cash control procedures (e.g., signature cards, deposit slips, internal/external controls, cash clearing, etc.)

There are several steps that must be used in order to ensure that all cash is handled securely:When handling and safeguarding cash, all cash, checks and payment cards should be kept in safe or locked room. During business, all forms of cash should be stored away and locked. Access to areas where cash is stored should be extremely limited.Signature Cards – Update signature cards to remove check signers as soon as they leave the organization.Deposit Slips – Once a deposit has been reconciled, a neutral deposit ticket is created by someone other than the cashier. The form should be signed by two people who verify the deposit amount. If you walk to deliver your deposit, change your route and time regularly.Internal controls – These are controls that are created by the organization to improve efficiency and security in policies and procedures.




External Controls - These include any rule or regulation that has an effect on the action of the company. This can include tax laws developed by the government which affect the flow of money, lease increases or other policies outside the organization.

PQ Explain communication techniques that support and encourage a speakerCommunication techniques that support and encourage a speaker include both verbal and non-verbal communication. Techniques like active listening, maintaining eye contact, exhibiting positive body language, speaking clearly and in an appropriate tone are all techniques that can support and encourage a speaker.

SP Explain communications channels used in public-relations activities Communication channels are the ways the team can communicate with the fans. The team will want to use the methods most likely to quickly reach the majority of fans (the target market).Participants may discuss, but are not limited to, some of the following ideas: Electronic: local television commercials, web site, webcasts, social media (Facebook, Snapchat, Instagram, Twitter, etc.), info on the website for online ticket purchases Speaking opportunities: local radio, pre-game interviews, blurbs on the broadcasting equipment at the game site, public forum visits (schools, malls, arenas, etc.) Print: newspaper, magazines, mailed letters, posters, info on the box office Explain components of a compensation system

SP Explain components of total rewards system ON Explain considerations in making the decision to hire staff SP Explain contingency factors affecting job offer (e.g., background checks, drug tests, physical results, etc.) SP Explain cultural considerations that impact global business relations

Explain customer/client/business buying behavior Buying Behavior is the decision processes and acts of people involved in buying products/services. Businesses need to understand: Why consumers make the purchases that they make? What factors influence consumer purchases? The changing factors in our society.There are 3 main categories of factors that influence buying behaviour: Personal: demographics factors such as gender, race, and age Psychological: motives, perceptions, ability and knowledge, attitudes, personality, lifestyles Social: opinion leaders, roles and family influences, reference groups, social class, culture and sub-culturesThere are 4 types of buying behavior that vary in degree of the customer’s involvement in the process: Routine Response/Programmed Behavior – buying low involvement frequently purchased low cost items; need very little search and decision effort; purchased almost automatically.

Examples include soft drinks, snack foods, milk etc. Limited Decision Making – buying products occasionally. When you need to obtain information about an unfamiliar brand in a familiar product category, perhaps. Requires a moderate




amount of time for information gathering. Examples include clothes. Extensive Decision Making/Complex – high involvement, unfamiliar, expensive and/or infrequently bought products. High degree of economic/performance/psychological risk.

Examples include cars, homes, computers, education. Impulse buying – no conscious planning.

SP Explain employee's role in expense control CS Explain employment opportunities in business

Employment opportunities may be based on the duration of employment (temporary v. permanent), the type of employment (employee v. contract), the number of hours worked weekly (part-time v. full time) as well as the method of compensation (paid wages v. paid salary v. internship v. volunteer v. job shadowing).There are both private and public sectors, and many types of business – retail, wholesale, manufacturing, service.

SP Explain enterprise search design principles SP Explain ethical considerations in providing information.

Information ethics has been defined as "the branch of ethics that focuses on the relationship between the creation, organization, dissemination, and use of information, and the ethical standards and moral codes governing human conduct in society". It provides a critical framework for considering moral issues concerning informational privacy, moral agency, new environmental issues problems arising from the life-cycle (creation, collection, recording, distribution, processing, etc.) of information (especially ownership and copyright, digital divide, and digital rights). Dilemmas regarding the life of information are becoming increasingly important in a society that is defined as "the information society". Information transmission and literacy are essential concerns in establishing an ethical foundation that promotes fair, equitable, and responsible practices. Information ethics broadly examines issues related to ownership, access, privacy, security, and community.

MN Explain external planning considerations• Outside influences that can impact a business and companies must plan with these factors in mind. Various external factors can impact the ability of a business or investment to achieve

its strategic goals and objectives. • These external factors might follow the PESTEL analysis: political, economic, social, technological, environmental, legal. Competition is another external consideration.• In a SWOT analysis, the external factors would be Opportunities (gaps in the market or new markets) and Threats (new products or new competitors)

SP Explain factors affecting pricing decisionsFactors affecting a company’s pricing decisions include any or all of the following: Price-quality relationship: Customers use price as an indicator of quality. When quality does not change customers will not expect a pricing change. Explicability: The company should be able to justify the price it is charging, especially if it is on the higher side. An increased price may alienate customers who were attracted to the

low cost. Competition: A company should be able to anticipate reactions of competitors to its pricing policies and moves. Competitors can negate the advantages that a company might be

hoping to make with its pricing policies. A company reduces its price to gain market share. Every company should research what its competitors are charging and have their prices strategically placed the market place.




The costs must be recovered. The profit must adequately exceed costs. Market Demand will determine how much can be charged. Both higher demand and lower supply will result in a higher price. Competition also affects the price that can be charged. The more competition there is, the lower the price (in general). Your business strategy and image will affect your price. The more elite or rare your product is, the higher the price. Product Uniqueness and Improved Value can also substantiate a higher price. Loyalty may affect price. Some companies will lower prices to loyal members to keep their business, while others may raise prices knowing that their customers will buy regardless of

the price.SP Explain factors that influence customer/client/business buying behaviour

Buying Behavior is the decision processes and acts of people involved in buying products/services. Businesses need to understand: Why consumers make the purchases that they make? What factors influence consumer purchases? The changing factors in our society.There are 3 main categories of factors that influence buying behaviour: Personal: demographics factors such as gender, race, and age Psychological: motives, perceptions, ability and knowledge, attitudes, personality, lifestyles Social: opinion leaders, roles and family influences, reference groups, social class, culture and sub-culturesThere are 4 types of buying behavior that vary in degree of the customer’s involvement in the process: Routine Response/Programmed Behavior – buying low involvement frequently purchased low cost items; need very little search and decision effort; purchased almost automatically.

Examples include soft drinks, snack foods, milk etc. Limited Decision Making – buying products occasionally. When you need to obtain information about an unfamiliar brand in a familiar product category, perhaps. Requires a moderate

amount of time for information gathering. Examples include clothes. Extensive Decision Making/Complex – high involvement, unfamiliar, expensive and/or infrequently bought products. High degree of economic/performance/psychological risk.

Examples include cars, homes, computers, education. Impulse buying – no conscious planning

ON Explain factors to consider in determining a venture's human-resources needs SP Explain factors used to establish data mining rules SP Explain factors used to select the appropriate data mining technique PQ Explain forms of financial exchange (cash, credit, debit, electronic funds transfer, etc.)

Credit enables a business or individual to purchase goods and services in exchange for a promise to pay later. It is most helpful when consumers want to make major purchases, though




it is often used for more common, less expensive items. Customers typically use a credit card to make such purchases. Businesses may have credit cards for their managers, but typically, businesses negotiate credit terms for ongoing purchases, like n/30 (net amount due in 30 days).

Consumers using a debit card authorize a seller to withdraw funds directly from the consumer’s bank account at the time of sale. Businesses make direct payments by electronic transfer (online or through their bank).

A cash sale is any transaction in which the customer pays for the item with cash or a cheque. Other forms of retail sales transactions include:

Layaway means removing merchandise from stock and keeping it in a separate storage area until the customer pays. In an on-approval sale, an agreement is made permitting a customer to take merchandise home for further consideration before paying. A COD sale is a transaction that occurs when a customer pays for goods at the time they are delivered.

PQ Explain forms of financial exchange (cash, credit, debit, electronic funds transfer, etc.) SP Explain how digital communications (e.g., email, text messages, chats) exposes business to risk

With digital information, there is risk of unauthorized leaking of confidential information regarding customers, employees, company finances, and intellectual assets, as well as the company’s reputation With social media, companies have little or no control of what the public says about them, or who sees the social media content. The heightened level of vulnerability and exposure created by e-business necessitates a brand new level of digital risk sensitivity directed by a hyper-aware board and senior

management and permeate throughout the extended organization. Perhaps the greatest risk of all in the e-business world is the harm to reputation and the catastrophic, unlimited financial consequences that could stem from liability claims by damaged

stakeholders (customers, suppliers, shareholders, etc). As the Internet continues to evolve as a business tool, stakeholder accountability will be the prime motivator. SP Explain how human resources management participates in a company's strategic planning process

Explain how organizations adapt to today’s marketsThe key to being able to successfully compete and grow lies in flexibility--adapting your strategy to changing business conditions. Regardless of your industry, the marketplace changes all the time and you cannot afford to stick to the same plan from which your business grew. You may be forced to change your marketing strategy due to the entrance of a new competitor into the market. New gadgets and software are churned out almost constantly. A business plan may need to change to keep up with innovation. Changes in government regulations can significantly impact the way your company does business. From safety and environmental procedures to quality control measures, businesses have to implement several policies to be in compliance and, though these are usually for the benefit of the consumer, they often incur an extra cost to the proprietor of the business. Attaining growth and streamlining operations for increased efficiency may require a radical game plan change. Lean production and management as a way to cut waste may require an overhaul of the production process. Things to consider to adapt effectively:• Analyze the current market situation: While performing a market analysis, evaluate what changes have occurred and how they interfere with your overall mission. Identify what other

competing products manufacturers have released. Consider the needs of your customers and appreciate how they have changed over time. Conduct research online or in major stores




distributing your products to gain insight into what resonates with the customer.• Obtain the requisite skills: If adaptation requires certain skills, build them before your competitors do so that you are better placed to serve the customer. Attend seminars, buy books,

or look for resources online to help you build the skills needed. • Rebrand: Branding is arguably one of the most effective methods to update and change your business, and may increase users' perceived value of your existing product or service and

rejuvenate growth. Determine whether the new branding scheme for your products or service will appeal more to your target audience, better represent the personality of your target group, and increase your credibility with the market

• Satisfy your customers' needs: Understand your market and provide the most reliable, cost-effective, high-quality products or services possible. Listen to feedback from your customers and make the necessary changes in order to retain them. Let the customers feel that they can depend on your business and its products.

SP Explain how organizations adapt to today's markets SP Explain how programming techniques are to solve problems (e.g., paradigms, languages, attribute definition) SP Explain human resources management functions

Human Resource Management is a management function concerned with hiring, motivating, and maintaining workforce in an organisation. Human resource management deals with issues related to employees such as hiring, training, development, compensation, motivation, communication, and administration. Human resource management ensures satisfaction of employees and maximum contribution of employees to the achievement of organisational objectives. Human Resource Management functions can be classified in following three categories: Managerial Functions, Operative Functions, and Advisory FunctionsThe Managerial Functions of Human Resource Management are as follows: Human Resource Planning - the number and type of employees needed to accomplish organisational goals is determined. Research is an important part of this function, information

is collected and analysed to identify current and future human resource needs and to forecast changing values, attitude, and behaviour of employees and their impact on organisation. Organising - In an organisation tasks are allocated among its members, relationships are identified, and activities are integrated towards a common objective. Directing - Activating employees at different level and making them contribute the maximum to the organisation is possible through proper direction and motivation. Controlling - After planning, organising, and directing, the actual performance of employees is checked, verified, and compared with the plans. The Operative Functions of Human Resource Management are as follows: Recruitment and Selection - Recruitment of candidates is the function preceding the selection, which brings the pool of prospective candidates for the organisation so that the

management can select the right candidate from this pool. Job Analysis and Design - Job analysis is the process of describing the nature of a job and specifying the human requirements like qualification, skills, and work experience to perform

that job. Job design aims at outlining and organising tasks, duties, and responsibilities into a single unit of work for the achievement of certain objectives. Performance Appraisal - Human resource professionals are required to perform this function to ensure that the performance of employee is at acceptable level. Training and Development - This function of human resource management helps the employees to acquire skills and knowledge to perform their jobs effectively. Training and

development programs are organised for both new and existing employees. Employees are prepared for higher level responsibilities through training and development. Wage and Salary Administration - Human resource management determines what is to be paid for different type of jobs. Human resource management decides employees




compensation which includes - wage administration, salary administration, incentives, bonuses, fringe benefits, and etc,. Employee Welfare - This function refers to various services, benefits, and facilities that are provided to employees for their well being. Maintenance - Human resource is considered as asset for the organisation. Employee turnover is not considered good for the organisation. Labour Relations - This function refers to the interaction of human resource management with employees who are represented by a trade union. Employees comes together and forms

an union to obtain more voice in decisions affecting wage, benefits, working condition, etc Personnel Research - Personnel researches are done by human resource management to gather employees' opinions on wages and salaries, promotions, working conditions, welfare

activities, leadership, etc Personnel Record - This function involves recording, maintaining, and retrieving employee related information like - application forms, employment history, working hours, earnings,

employee absents and presents, employee turnover and other other data related to employeeThe Advisory Functions of Human Resource Management are as follows:

Human Resource Management is expert in managing human resources and so can give advice on matters related to human resources of the organisation. Human Resource Management can offer advice to:Advise to Top Management Personnel manager advises the top management in formulation and evaluation of personnel programs, policies, and procedures. Advise to Departmental Heads Personnel manager advises the the heads of various departments on matters such as manpower planning, job analysis, job design, recruitment, selection, placement, training, performance appraisal, etc.

Explain industry’s concern with ethical behavior in modern societyCS Explain information privacy, security, and confidentiality considerations in business

Businesses must protect their information from parties outside the business (hackers, infiltrators) and also protect their information from inappropriately leaving the business (employee carelessness and theft).Control the flow of electronic data by using firewalls, virus protection, passwords, encryption, frequent backups, IP security for data in transit, secure wireless transmissions, limit the rights of recipients to copy/resend.All the company’s financial information must be secured and not breached. This includes amounts of money as well as lists of people (customers, payables, shareholders) and things (assets, bank accounts, assets).Research shows a strong correlation between trust and willingness to participate in other financial services.

SP Explain international transportation and delivery system elements SP Explain issues involved in designing systems for different environments SP Explain key factors in building a clientele

A steady clientele for a business takes time to build. It takes a strong desire to succeed, coupled with best practices to build and maintain the customer base upon which your company thrives. A strong clientele can be built by: Discuss with the client what they need




Make a list of clients and contact them frequently Make it your business to know the client’s business (or individual needs/wants) Get feedback from clients on how you well you are meeting their needs/wants Strive for consistency Offer rewards for continued business so the client has an incentive to keep working with youStudents need to demonstrate an understanding of why customers will patronize a business; i.e., what can the business do to continue attracting and keeping customers. It will not be enough to advertise to attract new customers, it is also necessary to satisfy them in order to keep them coming back frequently. Consumers have a choice as to where to spend their money and they will generally do so in a place they enjoy.

SP Explain labor-relations issues SP Explain legal considerations for accounting SP Explain legal considerations for finance

There are laws associated with all Balance Sheet items in a business. Examples include: agents, assignments of accounts receivable, bankruptcy, bonds and indentures, commercial paper, common stock, conditional sales contracts, consolidation, contracts, corporations, cumulative voting, directors and officers of corporations, dividends, documents of title, leases, marshalling of assets, mergers, mortgages, non-voting stock, no par stock, options, partnerships, payroll, preferred stock, promoters, proxies, sales, stockholders, voting and voting trusts, and warranties. Businesses must follow municipal, provincial, federal and international laws when conducting business.

SP Explain legal considerations for knowledge management SP Explain legal considerations in distribution SP Explain legal issues associated with information management CS Explain legal responsibilities associated with financial exchanges

Customers are responsible for all transactions they enter into – including online transactions where they provide credit card or other financial data Bank responsible for fraudulent credit card transactions if credit card agreement offers Bank responsible for transactions which occur after a debit or credit card has been reported lost or stolen Banks responsible for transactions which occur if a device is placed on a debit or credit card machine which copies customer data Banks responsible for transactions which occur if bank system is hacked intoSales are legal contracts where goods are transferred from the seller to the buyer for a price. Payment occurs with the buyer delivers the agreed price and the seller accepts it. The receipt of goods is when the buyer takes physical possession of the goods. When an item is sold and the buyer pays, or promises to pay using credit, it becomes a legal transaction and the buyer is legally contracted to pay the agreed amount within the agreed time frame. Extending credit, usually involves filling out paperwork and receiving approval to ensure that the (potential) buyer will be able to pay the indicated amount within the time given.

ON Explain loan evaluation criteria used by lending institutions




Explain management’s role in the achievement of qualitySP Explain managerial considerations in organizing CS Explain marketing and its impact in a global economy

Participants should describe marketing as the function of business used to communicate messages from a company to existing and potential customers around the world Well thought-out marketing strategies are needed to effectively reach a company’s full market potential In a global economy, a business’s marketing must reach beyond national borders and messages need to take into consideration additional factors such as: socio-cultural environments of

different nations, language and contextual differences, acceptable marketing strategies and content, etc. Without global marketing strategies, potential customers in other countries will not be aware of your company, brand, or product/service offering.

CS Explain marketing and its importance in a global economy SP Explain methods of constructing programs SP Explain methods that can be used to analyze total rewards programs SP Explain methods used to develop the technological infrastructure ON Explain methods/processes for organizing workflow SP Explain payroll functions PQ Explain possible advancement patterns for jobs

Advancement for jobs is typically linear. As you gain experience, acquire new skills, and develop your knowledge of a specific subject area in an organization, you increasingly become more qualified and capable of the job responsibilities of your supervisor. This pattern continues and as you take advantage of professional development opportunities you may be promoted up the corporate ladder. Sometimes, a lateral move is possible in which you apply your skill set in a different department working with a different team.

CS Explain procedures for handling accidents Hire staff with the proper qualifications—first aid, CPR, customer service certifications, alcohol handling Staff need to be thoroughly trained to handle accidents Create a procedures manual to teach staff how to deal with a variety of risk situations Train the staff on the manual When an accident has occurred, help the customer, contact the manager, solicit whatever help is necessary—ambulance, follow up to make sure the customer is fine, fill out an accident

report, discover what can be done to make certain that this type of accident does not occur again.According to the WSIB (Workplace Safety Insurance Board):i. Get first aidii. Inform employer and ensure payment for transportation and immediate medical careiii. Pay workers wages for the day of the injury




iv. Report injury to the WSIBAn ‘exceeds expectations’ answer will include preventative measuresThis needs American terminology as well

CS Explain professional responsibilities in administrative services SP Explain professional responsibilities in business information management CS Explain reasons for ethical dilemmas

The nature of ethical dilemmas is that the ‘‘right thing to do’’ is not immediately or even eventually clear. These dilemmas are problems because their resolution is neither simple nor easy and they must be confronted under time pressures as well as conflicting financial and political demands. Often the ‘‘right answer’’ comes with a price tag. Moreover, in many instances, the crucial factors underlying the dilemma are not immediately obvious. So, how can individuals better resolve these dilemmas and reduce their chance of making a mistake that they will later regret? As in many areas of life, we often fail in ethics, not because we don’t know the right answer, but rather fail to ask the right questions. To tackle ethical dilemmas and avoid making ethical mistakes, executives, managers, and professionals can use the following five questions, which, while they will not guarantee making the right decision, can help prevent making the wrong one. They are:• What are my self-interests in this situation and how might they influence me? Self-interests are a natural part of human nature. They are neither necessarily good nor bad but should be

acknowledged so as to prevent you from doing something unethical.• What are the interests of others and the larger society and to what extent should I take them into consideration? What would lead to the greatest good for the greatest number and to

what extent should that be my predominant criterion in this situation?• What principles and values, laws and regulations, policies and procedures, or socially appropriate behaviors do I need to consider? Are the relevant principles or processes more

important than outcomes? Am I willing to apply those same principles to myself regardless of the personal consequences?• In my job or role, my personal or professional relationships, or as a member of the larger society, what are my obligations to others? How should the principle of reciprocity apply? Are

my obligations sufficiently important that I would be willing to sacrifice my self-interest, a fundamental principle or the greater good?• What is in my long-term best interest and that of society in general, and how can I simultaneously meet both those commitments? Where do my long-term interests and those of others

intersect, and is there a decision or action that might satisfy both?The challenge, having asked these five questions and considered their implications, is to understand and minimize any inherent conflicts among the values and obligations that they underscore. This can be addressed by focusing on three criteria for resolving such value conflicts primacy, balance and acceptance. Primacy asks, ‘‘Which questions are most relevant to the values that are important to you and your organization in this situation?’’ Balance encourages seeking the best tradeoff if you must compromise among values. Acceptance asks, ‘‘How well will your decision and its underlying rationale likely hold up under public scrutiny?’’

SP Explain regulations restricting customer trade (e.g., OFAC, FCPA, anti-bribery) CS Explain routine security precautions

Routine security precautions will be to (1) ensure the safety of the staff and (2) ensure the security of the business and its inventory. Staff must be reminded that safety is their personal responsibility. To avoid loss-time accidents and repercussions for themselves and the business, they should:




Always follow the correct procedures. Never take shortcuts. Take responsibility and clean up if you made a mess. Clean and organize your workspace. Ensure a clear and easy route to emergency exits and equipment. Be alert and awake on the job. Be attentive at all times to your work surroundings. When in doubt, contact your supervisor or manager for instruction, guidance, or training. Never take risks when it comes to safety. Obey safety signs, stickers, and tags. Take short breaksYour retail business takes precautions to protect the store and its contents. But accidents, oversights, and thefts are all-too-common in the retail industry, which means even the most comprehensive line of defense may still leave your business exposed to risk. Explain routine security procedures

CS Explain shipping processes ON Explain sources of financial assistance SP Explain standard relocation practices CS Explain stock-handling techniques used in receiving deliveries

The process of handling stock for deliveries is usually simple. The restaurant will prepare an order of items it wants from a supplier. The supplier will send the shipment on a truck along with either an itemized delivery slip or an invoice for whatever is being delivered. When the items are being moved from the truck to where they are being stored, someone from the store should be verifying the proper quantity and quality of items is being received. Once this is done, the paperwork for the delivery should be signed by both driver and receiver, and each will keep a copy for their records. The store owner, manager, or accountant, whoever is in charge of paying the bills, should compare all records to ensure they balance. It is important to realize that dishonest people do exist, and in our case, it could be a driver, one of our employees, a manager, or even our bookkeeper. The owner should always be prepared to watch his own business and money and eliminate situations where temptation might be acted on.

CS Explain storing considerations MN Explain strategies for linking performance measures to financial outcomes SP Explain the benefits of supply chain collaboration SP Explain the causes of business process changes SP Explain the change-management lifecycle




ON Explain the complexity of business operations CS Explain the concept of competition

Competition is the rivalry between companies selling similar products and services with the goal of achieving revenue, profit, and market-share growth. In any industry it is important that companies distinguish themselves from competition by promoting their competitive advantage – how/what makes the company better than competitors. This ultimately gives consumers a reason to choose one competitor over another and drives sales. Competition benefits consumers by helping to maintain reasonable prices, providing new and improved products, and providing a wide selection of products from which to choose. It forces businesses to operate efficiently. Competitors can be direct (the same products are offered) and indirect (different kind of product that can satisfy the consumer’s need).

CS Explain the concept of economic resources Economic resources are defined as the means through which goods and services are made available to consumers Another term for economic resources are factors of production The three types of economic resources are natural resources, human resources, and capital resources Natural resources are those raw materials we get from the earth, water, and air Human resources are the people who work to produce the goods and services; also known as the workforce or labour, and includes both the physical and mental work performed Capital resources are man-made resources such as buildings, equipment and money that is used to produce goods and services The proposed new convention centre will utilize both the city’s human and capital resources in a productive manner To not utilize these available economic resources would stifle continued economic development, a commitment and vision the city has already embarked upon

SP Explain the concept of Gross Domestic Product (GDP) CS Explain the concept of leadership

Someone they respect Someone who has a vision and is able to execute strategy to achieve that vision Trusted by and has the confidence of subordinates Communicates effectively – helps employees understand company’s business strategy, understand how they can contribute to the success of the organization, share information with

employees on how the organization and division is doing Organizes groups of people to achieve a common goal. Leadership styles differ among various individuals. Is able to motivate others to work together while following goals/instructions. Good leaders increase productivity of companies as well as creativity and overall effectiveness.

CS Explain the concept of management Explain the concept of market and market identification The market would be all of the potential customers the company could reach.




The market identification is the specific group of customers a company will target and sell to. Markets are divided into several smaller groups (market segmentation) based on demographic factors like income, occupation, age, etc. and psychographic factors like attitudes and

lifestyles, and, geographic factors such as urban vs rural, which countries, specific/regional locations. A company studies each segment to determine on which group or groups they would like to focus their sales efforts (target market).

SP Explain the concept of organized labor and business CS Explain the concept of private enterprise

Private enterprises are organizations owned and operated by individuals and not on behalf of government institutions.SP Explain the concept of product mix

The product mix includes all the product lines a company sells. A product line is a group of products sold that have some kind of similarity. Additions or modifications to a company’s product mix require research and development to ensure the proposed changes appeal to existing or prospective market segments. There are 4 dimensions to a company’s product mix: Width (the number of product lines sold); Length (the total number of products in the product mix); Depth (the total number of variations of a product like size, flavor, colour, or other distinguishing characteristic); and, Consistency (how closely related product lines are to each other in terms of how they are produced and distributed). Small companies typically start out with a product mix limited in width, length, and depth, but high in consistency. Over time, the company may want to he company may want to differentiate products or acquire new ones to enter new markets. A company can also sell the existing products to new markets by coming up with new uses for their product.

CS Explain the concept of productivity A measure of the efficiency of a person, machine, factory, system, etc., in converting inputs into useful outputs. Productivity is computed by dividing average output per period by the total costs incurred or resources (capital, energy, material, personnel) consumed in that period.

PQ Explain the concept of self esteem CS Explain the concept of supply chain SP Explain the economic impact of interest-rate fluctuations

Explain the employee’s role in expense controlParticipants’ should begin with an explanation of the importance of expense control as it relates to this case. Points may include: If employees are trained on safety precautions and procedures and feel that they are supported with a safe work environment, there will be less personal injuries, more awareness of

their surroundings and therefore less damage to inventory. Less injuries leads to less employee absenteeism and a salary expense that is reflective of a productive workforce. Less damage to inventory leads to controlled expense of damaged inventory.It is the company’s job to train these employees, and it is the employees’ responsibility to use the skills and know-how to help control such expenses




SP Explain the impact of a country's economic development on world trade Explain the impact of a country's economic development on world trade (EC:116) (SP)

SP Explain the impact of business customs and practices on global trade SP Explain the impact of geography on world trade SP Explain the impact of import and export requirements on supply chain design (e.g., documentation requirements, handling requirements) SP Explain the impact of major trade alliances on business activities SP Explain the impact of political relationships within an organization

Importance of the social network/informal communication Power – formal/position power versus informal/social power Relationships outside formal chain of command – contacts Networking – ability to get job done in different ways

SP Explain the impact of political relationships within an organization SP Explain the impact of supply chain on business performance (e.g., value, customer satisfaction, business design, sustainability) SP Explain the impact of the law of diminishing returns SP Explain the impact of the purchasing process on productivity SP Explain the impact of transportation costs on business performance (e.g., cost elements)

Explain the importance of business creditExplain the influence of economic/ demographic/ social/ political/ geographic/ psychological factors on buying productsExplain the legal responsibilities associated with financial/economic exchangesFor instance, there are minimum standards (implied warranties) that must be met in each product, e.g. it is implied that a gift certificate would be honoured when presented.

CS Explain the nature and scope of channel management Channel Management is how a business uses marketing and sales techniques to reach their customer base. Channel management organizes all possible ways to communicate with

customers. Organizations must consider their target markets in terms of their preferred methods of communication while trying to reach their goals of gaining and maintaining customers. Regardless of the channels chosen, the messages must always be consistent with the organization’s branding and position.

The Management of the channel refers to the ability of a business to operate all of its sales methods effectively. The scope of these Channels of Distribution could include direct from manufacturer, retail, wholesale, import, or specialty channel (internet, home shopping, catalogue, vending machine, etc.). When done properly, effective channel management allows a business to deliver products successfully and a manner of its choosing to customers thus strengthening the relationship between the business and its customers.

Types of communication channels include but are not limited to: social media, print advertising, corporate website, online advertising, telemarketing, email marketing, webcasts,




tradeshows, direct mail promotions, white papers, and face-to-face events, on-line video streams, mail office try-on centres. Explain the nature and scope of financing

CS Explain the nature and scope of purchasingThe purchasing function of a business ensures that all production materials or inventory items are available for use when needed. Effective purchasing must be cost effective and efficient and take into account the quality of raw materials, where they are coming from, and what future costs are expected to be (will raw materials increase in price over time, will there be a shortage of raw materials due to external factors, etc.). Purchases must stick to a budget communicate effectively with the accounting/finance department.

SP Explain the nature and scope of the pricing functionPricing involves placing a monetary value on a product or service based on tangible things like adequately covering costs, and intangible things such as company image and the product’s or service’s perceived value. The function of pricing involves the strategies used to set prices of products, pricing computations such as discounts and markups, and the overall relationship between pricing and the company’s profitability. The pricing function looks at costs, competition, and how much customers are willing to pay for a good or service. Participants should be able to identify and explain factors affecting pricing in this situation. The participant’s answer may include (but is not limited to):• Cover overhead costs (building costs like rent and utilities, advertising, office expenses and employee costs) Must cover costs, be competitive, and offer a profit• Reflects the market value of visiting the location• The location’s image must correspond with the price • Pricing is an integral part of the 4P’s of marketing• Customer loyalty can be built in to the pricing structureThe student competitor should some mention of the above information and how it relates to the pricing in the case.

SP Explain the nature and scope of the product/service management function Service manager is responsible to: Make sales and maximize profit margins Respond to customer requests Provide customers with best service possible Determine products needed for customers Responsible to manage the other staff Report to the owner Make decisions based on products, pricing, distribution and promotions

CS Explain the nature and scope of the selling functionParticipants should identify that the selling function provides consumers with the products or services that they want or need. Participants should explain that the selling process is a personalized communication and influences the purchase of a product or service and future sales. (It is not advertising or promotion.) They could also mention that this occurs at all levels of the distribution channel.




Participants should identify the various levels of personal selling as it relates to the image of the store, and, the level of interaction with customers: Stores that promote a discount image – may have limited sales staff who offer little service beyond checking out at the cash register Stores that attract customers interested in exclusive, ‘pricey’ items have sales personnel to not only help customers make buying decisions, but also make customers feel important Planned communication – greetings, explaining specials, things that sales personnel say to all customers Personalized communication – knowing what level of help will best suit each customer Influences purchase decisions – knowing how to, and when to, close a sale Should ensure customer satisfaction

SP Explain the nature of a compliance program SP Explain the nature of a human resource information system (HRIS) SP Explain the nature of a learning management system (LMS) SP Explain the nature of a promotional plan

Promotion is one of the market mix elements or features, and a term used frequently in marketing. The marketing mix includes the four P's: price, product, promotion, and place. Promotion refers to raising customer awareness of a product or brand, generating sales, and creating brand loyalty. Promotion is also found in the specification of five promotional mix or promotional plan. These elements are personal selling, advertising, sales promotion, direct marketing, and publicity. A promotional mix specifies how much attention to pay to each of the five subcategories, and how much money to budget for each. A promotional plan can have a wide range of objectives, including: sales increases, new product acceptance, creation of brand equity, positioning, competitive retaliations, or creation of a corporate image. Fundamentally, there are three basic objectives of promotion. These are: • To present information to consumers as well as others.• To increase demand.• To differentiate a product.There are different ways to promote a product in different areas of media. Promoters use internet advertisements, special events, endorsements, and newspapers to advertise their product. Many times with the purchase of a product there is an incentive like discounts (i.e., coupons), free items, or a contest. This method is used to increase the sales of a given product.Promotional Plans:• Are detailed for delivering your promotional mix.• Identifies all the potential promotional activities in promotional mix, who will carry them out, the costs, etc.• Are alendar based, and is tied in to the buying plan (media, products, etc.).• Coordinated with all the different aspects of promotion, with distribution and inventory, staff being ready, store being set up properly. The participant should recognize most or all of the following components of a promotional plan:• description of promotional methods• associated costs and budget• explanation of how promotions relate to objective




• measure of success; maximizing return on promotional effortsAn outline of the marketing tools, strategies and resources that a company intends to use to promote a product or service. A promotional plan is usually considered a vital planning tool by most business managers that helps contribute toward the successful launch of a new product or service or its expansion into a new market.

SP Explain the nature of agency relationships SP Explain the nature of balance sheets

Describes a company’s financial position at a given point in time A snapshot of the company’s financial structure Shows assets (what a company owns), Liabilities (what a company borrowed, its obligations) and equity (contributions from owners – common stock – plus contributions from profit –

retained earnings). The Balance Sheet must balance Sub-ledgers provide detail for all line items on the Balance Sheet When compared with past years’ Balance Sheets, the health of the business can be determined. Managers, owners and investors use Balance Sheets to analyse and evaluate the current operations of a business and suggest changes/improvements.

SP Explain the nature of benefit plans (e.g., health insurance, life insurance, educational assistance, health club membership, etc.) Purpose of benefit plans is to increase the economic security of the employee Benefit plans also help the company to attract and retain qualified employees; serve as a competitive factor Benefits do cost the employer money With sick pay, the employer pays the employee when they are not at work Abuse of benefits by employees can be very costly to the company

SP Explain the nature of business customs and practices in Eastern Europe SP Explain the nature of business customs and practices in Latin America SP Explain the nature of business customs and practices in South Asia SP Explain the nature of business customs and practices in Western Europe SP Explain the nature of business ethics

Business Ethics is a specialized study of right and wrong where selling and business decisions are based on truth, honesty, integrity, and exemplary morals. It concentrates on moral standards as they apply particularly to business policies, institutions, and behavior. Ethical problems are problems of choice. Ethical problems arise not because of people’s tendency to do evil, but because of the conflicting nature of standards and interests, which are valid in themselves. Actions considered unethical are to over exaggerate claims or make unrealistic promises to clients, or to conceal information to make a deal, or to divulge confidential information in order to get ahead. Problems in ethical decision-making and behavior occurs only when individual interests and social norms conflict with each other. Choices in business often involve a trade between ethics and economics – a difficulty for businesses motivated by profit when they must choose to lower profits in order to make the better ethical decision.




Explain the nature of business lawExplain the nature of buyer reputation/vendor relationships

SP Explain the nature of change management SP Explain the nature of communications plans SP Explain the nature of contract terminations SP Explain the nature of corporate branding

Corporate branding is the practice of using a company's name as a product brand name It creates product brand recognition by use of the familiarity of the brand name One advertising campaign can be used for several products, all under the brand name Helps with new product acceptance because customers are already familiar with the name

SP Explain the nature of corporate social responsibility Explain the nature of customer relations

SP Explain the nature of direct marketing channels The participant should demonstrate an understanding that direct marketing is selling directly to the consumer without a ‘middle-man.’. Direct marketing occurs when the "producer"

connects with the end user. The end user may be a consumer or a business. The participants could suggest several ways to use direct marketing channels including using a direct sales force, websites, online chats, contact through various social media, email,

text message, phone app, direct mail, telemarketing, seminars, trade shows, and other "one-to-one" techniques to communicate with their fans/customers. The participant will name/describe direct marketing and possible channels, and may suggest how direct marketing will be used for this case.

PQ Explain the nature of effective communicationStudent answers will vary however they should indicate that communication is effective when it is clear, easy to understand and consistent and, at some point, apply the idea of effective communications to the case. • Communication can be verbal, written and non-verbal (body language). It includes questioning, listening, observing, empathy, good word choices, and honesty. Communication is also

effective if it is well matched to the target market or target audience of the particular product or message – it should “speak to” the target audience in a clear, inclusive and informative manner.

• Communication is the process of exchanging messages between a sender and a receiver. • Effective communicators need to understand channels of communication and media, barriers to communication, non-verbal cues, and have effective listening skills. In addition, one

must be prepared to read for meaning, speak properly, and write effectively. • Channels (or media) are the avenues through which a message can be delivered; e.g., email, intranet, newsletters, conversations, bulletin boards, meetings, letters. The choice of

medium depends on the nature and importance of the message. The more important the message, the more likely the message should be face-to-face.




• Written communication must be clear, error-free, empathetic, and succinct. The subject and information should be easy to find and understand. Using an active voice, short words, and avoid jargon.

• Communication may be impeded by a number of barriers, including physical barriers such as distance and position from the speaker, and verbal barriers such as using vague or unclear language.

• Lastly, a person’s non-verbal cues—such as his or her tone of voice, emphasis, and body language—are critical because they often communicate as much as the speaker’s actual words.PQ Explain the nature of effective verbal communication

Effective verbal communication is achieved by knowing your audience and knowing your topic. Be as clear and as specific as possible in all verbal communications and especially when you are asking someone to carry out a task. To ensure the intended message is not miscommunicated or misinterpreted, it is important to be aware of what you are saying, organize your thoughts in a logical way before you speak,

and interpret the verbal and nonverbal cues of the recipient to gauge whether your message is making the desired impression. If you are not sure that people understand you, either summarise what you have said in different words, or ask them to summarise your message in their own words.

To know your audience, you must listen carefully to what they are communicating (verbal or nonverbal) to identify their needs and wants, and maintain eye contact in order to assess understanding.

In order to address a customer’s needs and wants, you must know what you are talking about to gain their confidence in you as an information source in customer service Begin conversations positively. If there is potential for conflict, start off with something on which you both agree to set a positive atmosphere.

PQ Explain the nature of effective written communications“Written Communication involves expressing yourself clearly, using language with precision; constructing a logical argument; note taking, editing and summarizing; and writing reports.” Effective communication exists when the message is fully understood so that the intended meaning of the sender and the interpreted meaning of the receiver are one and the same.Students should discuss the factors or issues such as: Focusing on the importance of clarity over style Identifying the key points, facts and themes Writing in a logical order Composing a strong introduction and ending Using short paragraphs and sentences rather than long, rambling ones. Helping key points to stand out by the use of headings, sub-headings and bullet points. This will allow your reader to quickly scan your message for the main points. Writing in a style appropriate to the audience Considering how much information and detail the audience will need Avoiding specialist to make yourself understood by a generalist reader How formal or informal should the writing be

SP Explain the nature of enterprise-resource systems




Explain the nature of estate planning (FI:572) (CS)*Explain the nature of ethical leadership (EI:131) (CS)*

SP Explain the nature of facilities management CS Explain the nature of financial needs (e.g., college, retirement, wills, insurance, etc.)

Financial needs are the funds needed for the present and the future. In the present, families need money for: rent or mortgage, utilities, food, transportation, clothing, repairs, insurance, taxes, leisure & entertainment, and charity. For the future, money

needs to be put aside for children’s education, mortgages, pensions and estate planning. There is the trade-off between spending the money today versus saving the money for tomorrow. A budget is the most common means of planning and balancing the financial needs of today and tomorrow. People have differing levels of financial security with regard to spending versus saving, as well as to the risk versus return of long-term investments.

Businesses need money in the present to cover day-to-day expenses (payables), short-term loans, bank payments, and payroll. Insurance is purchased to mitigate various risks. In the future, businesses need money to discharge long-term debts, maintain or replace assets, and expand/improve the business.

Explain the nature of fitness/health programs offered by businesses.Today, many employers associate poor health with reduced employee performance, safety, and morale. The organizational costs of workers in poor health, and those with behavioral risk factors, include high medical, disability, and workers' compensation expenses; elevated absenteeism and employee turnover; and decreased productivity at work (often referred to as presenteeism) . In addition, one worker's poor health may negatively affect the performance of others who work with him or her.The question for employers is whether well-conceived WHP programs can improve employees' health, reduce their risks for disease, control unnecessary health care utilization, limit illness-related absenteeism, and decrease health-related productivity losses. If effective, WHP programs could reach large segments of the population that would not normally be exposed to and engaged in organized health improvement initiatives. Still, many employers are reluctant to offer sufficiently intensive and comprehensive work site programs because they are not convinced that these programs deliver on the promise that they can reduce risk factors for their employees and achieve a positive financial return on investment (ROI)Fit and healthy employees tend to be more productive in the long run. More productive employees

There are numerous studies that suggest a healthy lifestyle correlates with increased productivity. Don’t believe us? Next time you hit a rut, get your heart rate up and you’ll likely get back in the zone.

Less office stressToo many people and companies accept workplace stress as the norm. But it leads to burnout, which can result in higher employee turnover.

Less colds, flu and other illnessesEveryone knows healthy practices prevents illness. And business proceeds as usual when less sick days are taken.

Fewer office-related injuriesTaking a break to exercise or just stretch prevents common office injuries, resulting in fewer worker compensation claims.

Happier employees




Offering a wellness program leads to happier employees. They’ll appreciate the benefit and be generally positive because they’re leading a healthy life.SP Explain the nature of global trade SP Explain the nature of import/export law

Explain the nature of international trade to trade with communities, often in remote areas, who wouldn’t normally have the opportunity to do business

SP Explain the nature of job costing SP Explain the nature of knowledge management SP Explain the nature of managerial cost accounting (e.g., activities, costs, cost drivers, etc.)

MN Explain the nature of managerial ethics CS Explain the nature of office politics

Office politics is the use of power and social networking within an organization to achieve changes that benefit the organization or individuals within it. Influence by individuals may serve personal interests without regard to their effect on the organization itself. Office politics can also be impacted by change within the organization.

CS Explain the nature of operationsOperations include all the activities involved in the day-to-day functions of the business conducted for the purpose of generating profits. It is the organization of everything the company needs to do business. This includes facility location, facility layout, facilities management and maintenance, purchasing, production scheduling, quality control, inventory management, supply chain management, logistics management, administration, safety & security, and employee relations.

SP Explain the nature of order cycle time SP Explain the nature of organizational culture

Organization culture are the values and behaviours that contribute to the unique social and psychological environment of an organization. Organizational culture includes an organization's expectations, experiences, philosophy, and values that hold it together, and is expressed in its self-image, inner workings, interactions with the outside world, and future expectations. It is based on shared attitudes, beliefs, customs, and written and unwritten rules that have been developed over time and are considered valid.

SP Explain the nature of organizational development Organizational development is an effort that is:PlannedOrganization-wideManaged from the topIncreases organizational effectiveness and healthLooks at organizational processes and uses behavioral science knowledgeIt looks at structures and processes that influence worker behavior and motivation and the organizational climate that includes attitudes and beliefs that influence members collective




behaviorFor MCC, efforts are underway to further develop the organization as consultants have been hired and the human resource department is tasked with improving the organizations culture

SP Explain the nature of overhead/operating costs Overhead and Operating costs combine to add up to the costs of operating the business Operating costs can either be fixed (overhead or operating) or variable (operating) Overhead costs must be paid regardless of the level of production or sales and are relatively constant from month to month (insurance, rent, wages, utilities when they cannot be tracked

for individual jobs, supervisor salaries). Fixed costs do not fluctuate due to the number of items sold. The fixed cost per item decreases as more items are sold. Variable costs are for the most part the materials and direct labour used to make the product, and are therefore dependent on the business’ level of production, and change constantly

depending on the units of production. Variable costs fluctuate because of the total number of items sold. The variable cost is constant as more items are sold.Explain the nature of personnel regulations

CS Explain the nature of positive customer relations A positive customer relations mindset means believing that your customers: deserve the very best, are your employers, deserve your focused attention, have the right to expect things of

the company, and have important problems and complaints. Positive customer relations yield benefits to the business, the employees, and the customer. Businesses benefit by being more competitive, obtaining repeat business, and greater profits. Employees may receive customer compliments and perhaps a raise or promotion for good customer service skills. Customers benefit by having a more pleasant, satisfactory buying experience. This creates an atmosphere of goodwill.

Positive customer relations need to be demonstrated when speaking to customers in person, over the phone, or online. It should also be evident while handling complaints, inquiries, and requests.

Demonstrate good customer relations by doing the following: considering and attempting to meet their needs, concentrating on them without distractions, following up with them, following through on what you say you are going to do, and being efficient in handling issues.

SP Explain the nature of project management Project management as we know it today has evolved in order to plan, coordinate, and control the complex and diverse activities of modern industrial, commercial, and management change projects.All projects share one common characteristic – the projection of ideas and activities into new endeavors. The ever-present element of risk and uncertainty means that the events and tasks leading to completion can never be foretold with absolute accuracy. For some very complex or advanced projects even the possibility of successful completion might be in serious doubt.The purpose of project management is to foresee or predict as many of the dangers and problems as possible and to plan, organize, and control activities so that projects are completed as successfully as possible in spite of all the risks. This process starts before any resource is committed, and must continue until all work is finished. The primary aim of the project manager is for the final result to satisfy the project sponsor or purchaser, within the promised timescale and without using more money and other resources than those that were originally set aside or budgeted.

SP Explain the nature of quality management




SP Explain the nature of radio frequency identification (RFID) tags SP Explain the nature of retirement plans SP Explain the nature of risk management

Risk Management strategies are used by business to mitigate the impact of business failures and to eliminate or reduce the possibility of business failures. Businesses often use four strategies of Risk Management: Risk Transfer (moving the risk to another party), Risk Avoidance (eliminating or reducing the likelihood of risk factors), Risk Insurance (purchasing insurance to cover costs associate with realized risks) and Risk Retention (accepting the possibility of risk and not acting). Explain the nature of sales managementUnderlying goal of any business is to increase profits By weight the costs and benefits, it is in the best interest of the hotel to pursue the option that can guarantee the greatest profitsSales management includes taking into consideration the long term benefits as well (i.e. if this is an annual dog show and it is a success, the hotel can increase their occupancy during downtimes on an annual basis)

CS Explain the nature of staff communication The student should explain the role staff communication plays in the workplace; that is, to uniformly instruct, explain, or provide information to all employees (and stakeholders) at

exactly the same time. The means of communicating can be by email, poster, letter, conversation, newsletter, intranet, notice board, meeting The structure of communicating should be factual, precise, inclusive, clear, succinct Good communication allows companies to be productive and operate effectively Can be formal and informal – emails, meetings, conversations Can include surveys, feedback, help lines Can be through recognition and rewards Can empower employees if they feel they are able to communicate and express needs/wants/desires or problems Communications are generally on-going and regular, planned, and focused on aims

SP Explain the nature of stress management PQ Explain the nature of tax liabilities SP Explain the nature of tools that can be used to access information in the database system

Explain the nature of trade regulationsSP Explain the nature of universal product code (UPC) barcoding CS Explain the nature of warehousing

Keeping stock items in a central location from where it is shipped to smaller locations




Warehouses should be secure locations set up for efficient picking and shipping of orders to customers Warehouses try to keep most critical items in stock at all times

SU Explain the nature of workplace regulations (including OSHA, ADA) CS Explain the need for innovation skills

Innovation skills are the use of new technology, materials, or processes to improve on existing products and services, or how they are produced and distributed.Background: There are many more innovators than there are inventors. Innovators conceive of ways to improve on existing products, processes, or distribution methods. Most innovators develop as a result of the competitive markets; one business tries to become better than another business at something.Being able to think outside the box and share ideas with your employer for the betterment of the company. Innovation skills are needed to meet the quickly changing realities of the banking and finance sector.

PQ Explain the need for ongoing education as a workerThe average American has at least seven jobs before he/she reaches age thirty. People can expect to change employers several more times before they retire. While some people end up losing their jobs due to downsizing, everyone is affected by it. If managers are cut, individual workers may acquire more responsibilities. The skills you will need to manage new responsibilities may require more education. You may need to update your skills or learn new ones to keep pace with employment trends, as job opportunities shift from one industry to another. The competitive global market puts added demands on workers, as businesses try to stay up-to-date with technology and ways of doing business.One of the key components of human resource management is providing training and education for employees. Education is important on an ongoing basis for many reasons, including:Ensuring employees are continuously aware of any changes and advances in the industry or in their customer base which may affect their businessInforming and training employees on any changes in process or procedure within the workplaceCommunicating relevant laws, rules, and regulations to employeesEnsuring employees have completed all mandatory training such as food safety, etc.Providing employees an opportunity to continuously improve how they do their job Ensuring employees are equipped to provide the highest levels of customer serviceKeeping abreast of new technologyLearning new skills which make the employee more versatile, valuable, and desirable in the market placeAchieving career-related goalsPromoting a can-do, adaptable, more integrative approach to problem-solvingFrom the employer’s perspective, employee education results in longer term retention of employees

CS Explain the need to save and investAll individuals are responsible for their own wealth. Savings normally refers to shorter term, safer investments. Investing denotes longer term, more diverse portfolios of products of varying risk. Savings are can be put into the safest places or products which often allow you access to your money at any time. Some examples may be given like traditional savings account, chequing accounts and certificates of deposits. If money is invested in a locked-in account and cannot be withdrawn until a certain date, the interest rate will be higher. When




you invest, you have a greater chance of losing your money you invest in because they are not insured. However; they typically earn a higher rate of return and can grant the potential for greater rewards and wealth. The riskier an investment is, the more interest a company has to offer in order to get people to part with their money.

SP Explain the organizational design of businesses SP Explain the principles of data analysis CS Explain the principles of supply and demand

Supply—The quantity of a good or service that producers can provide, determined by the costs of producing and by the price people are willing to pay for it.Factors that can increase or decrease supply: Change in the numbers of producers Changes in price—the higher the price the higher the supply Changes in technology Changing expectations for the future—during this economic downturn, consumers may not pay for this luxury item, or it may be an inexpensive luxury item that they can afford Changing production costs—this is a service business, perhaps wages could be decreasedDemand—the quantity of a good or service that consumers are willing and able to buy at a particular price.Factors that can increase or decrease demand: Changing consumer income—consumers may not be able to afford this luxury item Changing consumer tastes—consumers are spending more money of their pets Changing expectations for the future—see above Changes in population—may be more pet owners When supply and demand meet, it determines price and quantity sold supply goes up, the demand for the product goes down; prices go down supply goes down, the demand for the product goes up; prices go up

SP Explain the purpose of internal accounting controls SP Explain the purpose of operational controls CS Explain the purposes and importance of credit

Credit enables businesses and individuals to obtain products or borrow cash in exchange for a promise to pay later. For day-to-day operations, businesses use credit (lines of credit) to buy materials and supplies from other businesses now and pay when those materials have been converted to product

and sold. Businesses borrow money for the long-term (loans and bonds) in order to purchase assets (buildings, equipment, machinery) and pay debts back on a schedule. Also, companies can extend credit to provide purchasing incentives to customers, enhancing their sales revenue. Credit allows a customer to obtain goods or services before payment, based on the trust that payment will be made in the future. For individuals, this is most commonly made possible

through a bank using a credit card. Credit cards create convenience for carriers in not having to find ATMs or carry large sums of cash. They are also more widely accepted than other




forms of financial exchange such as personal cheques because they are backed by trusted financial institutions.CS Explain the receiving process CS Explain the relationship between customer service and distribution

Distribution involves the way that a business or supplier of products uses various marketing techniques and sales strategies to reach the widest possible customer base. The distribution channels are all of the various outlets by which the product is marketed and sold to customers. A well-managed distribution system motivates those channels to sell the product and ultimately develops a better relationship between customer and product. This is achieved by identifying the goals for each distinctive channel and then implementing various marketing strategies to make sure that those goals are attained, all while staying consistent to the overall brand of the business. By doing so, the company is better able to deliver what the customers want when and how they want it – all elements of customer service.The better a company is at distribution, usually the better the customer service and satisfaction becomes. When distribution works well, consumers are not really aware of its importance, but it is the opposite when distribution doesn't work well. Dissatisfied customers results from poor distribution. Supply and demand and economic utility are big elements of distribution. The most important parts of economic utility to satisfy customers are time and place utility. Distribution has a good relationship with the consumer when the consumer can locate and purchase the products and services easily.

CS Explain the relationship between customer services and sales Explain the relationship between organizational change and organizational development (SM:087) (SP)

PQ Explain the rights of workers Participant may discuss the following rights of workers: To be treated fairly and ethically To be compensated for work done To receive benefits as outlined in company policies and procedures To vacation as per provincial laws and company policies To work without harassment

CS Explain the role of business in society Businesses provide employment opportunities for people in society. These people become trained, skilled workers through their work experience thereby increasing their work capacity

and potential to contribute to the business and the economy. As workers develop, they are paid reflective of their skills, experience, and contributions. Some of the compensation earned by working is spent on consumables purchased from other businesses. This revenue generation allows the businesses to continue to afford to employ

more people. The government taxes business income, personal income, and purchases. This money is then reinvested into programs such as health care, education, and infrastructure for the

maintenance and betterment of our standard of living. Businesses also have a responsibility to the environment and sustainable practices such that future generations’ quality of life and standard of living aren’t compromised for today’s

society.




The role of business in society is to meet the needs and wants of consumers, as well as providing good jobs for the workforce Business must also demonstrate good corporate citizenship By creating a partnership between the city, its citizens and businesses, a win-win situation can be achieved for all – an attractive convention centre that can be enjoyed, that creates good

jobs both directly and indirectly, and allows for recognized corporate support and publicity Cities should pursue agreements with major corporations to help finance the convention centre in return for sponsorship recognition (joint venture) Provide goods and services to people Provide employment to people and therefore compensation and a means of achieving a standard of living. Contribute to the improvement of society through the development of inventions and innovations. Offer essential services to people via public sector businesses Offer luxury services and allow for the consumption of entertainment, the arts, sports, etc.

CS Explain the role of customer service as a component of selling relationshipsSelling relies on repeat business – customer service drives repeat business. Integral to successful selling is good customer contact. Service extras and a friendly, positive, knowledgeable, helpful staff are what the customer will remember and cause him/her to return. Product knowledge is part of customer service.

SP Explain the role of ethics in customer relationship managementEthics would require the business to follow all legal requirements and to maintain adequate records, perform audits, train employees regularly and employ all safeguards.Participant could define ethics as it applies to information gathering and management.This is where the participant could indicate how the cashier could have handled the issue differently – addressing the customer’s concern and offering some sort of assurance of a change to the behaviour. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. Good customer service

is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

Customers must be dealt with ethically and believe the company has acted ethicallySP Explain the role of ethics in human resource management

Ethics would require the business to follow all legal requirements and to maintain adequate records, perform audits, train employees regularly and employ a diverse group of people.SP Explain the role of ethics in information management

Ethics within a company guide behaviours to be in the best interest of all involved parties. Management can ensure ethical treatment of information by incorporating the following: Know and obey the privacy laws where they conduct business Write company policies concerning information management – train employees to know this information, and disclose to customers (on the website, perhaps) Protect, secure and restrict access to collected information from inside and outside threats Place trust and the well-being of customer information ahead of company profits




Support ethical behaviour and enforce sanctions against unethical practicesSP Explain the role of ethics in risk management CS Explain the role of finance in business

Finance is the function of business that pertains to money management. On a day-to-day business, finance is responsible to arrange sufficient funds to meet ongoing expenses. The finance department is also typically responsible for company insurance, currency management, and treasury concerns. In the long-term, finance is responsible for planning, raising, maintaining and paying off large sums for capital expenditures.

Finance plays a key role in planning a corporation’s start-up requirements (IPO’s), equity and debt financing and management, growth financing, and treasury. There are various financial statements that are used to analyze a company and its financial standing such as: income statement, balance sheet, and cash flow. The participant should demonstrate the importance of finance in any and every business and its operations

PQ Explain the role of information systemsInformation system refers to a network of communication and data channels used within a business. Typically the system consists of both hardware and software and is used to facilitate a variety of processes. Information systems can be used for inputting, storing, analyzing and/or distributing data and information. The participant may point out that information systems are used for: Keeping records about customers and providing information about customers to hotel staff Coordinating hotel reservations that are made through various channels, including the hotel website, third party travel websites, or by phone

SP Explain the role of managerial accounting techniques in business managementThe role of managerial accounts is to analyze how the company is performing today to ensure their company’s long-term financial health. These accountants are different from financial accountants because they are focused internally, and not as focused on the external reporting company results to stakeholders. The role of this accountant in business management is to examine and prepare numbers for internal review to help companies budget accurately and perform more efficiently. The managerial accountant works with other managers. They constantly manage and analyze risk.

CS Explain the role of promotion as a marketing function Promotion is part of the marketing mix Promotional mix includes personal selling, advertising, sales promotions and public relations/publicity It is about promoting brand image and creating brand identity and loyalty, increasing awareness, and increasing salesExplain the role of training and human resource development

SP Explain the role requirements of entrepreneurs and owners SP Explain the scope of domestic and global transport systems CS Explain the selling process

Basic selling process: identify need/want, find information on alternatives, evaluate alternatives, purchase, evaluate post-purchase satisfaction




Many customers need help in determining the correct products to solve their problems. Store personnel have the opportunity to up-sell and cross-sell other products while the customer is thereExplain the significance of the buyer’s job Ultimately the buyers job is to have the goods available when the customers want it Buyer determines the amount of money available to make purchases – linked to the idea that carrying too much inventory can also affect cash flow Determine what the customers want – out of sight out of mind – customers must see what they will buy Explore target market, customer preferences, shop the competition Buyer determines the best supplier of the good and the best time to take deliveries of the good – agreement with distributor to purchase various cards for a term if the return of cards are

possibleSP Explain the strategic role of information systems/information communication technology within an organization CS Explain the time value of money

Future value of money is different than current value Inflation and deflation cause the value to fluctuate, so a dollar may be worth less in the futureExplain the types of advertising media Direct mail advertising is advertising sent to prospective buyers through the mail. Outdoor advertising includes signs and posters, painted bulletins, billboards, and other rented spaces along city streets, highways, etc. Transit advertising is advertising used in buses, cabs, and subways; and in airline, bus and railroad terminals. Specialty advertising is advertising which provides a useful product with an advertising message on it. Pens and pencils, calendars, balloons, key rings, and chains with companies' names

on them are examples of specialty advertising. Television advertising is advertising broadcast on TV. Spots are usually 15, 30, or 60 seconds in length. Radio advertising is advertising broadcast on the radio. Spots are usually 15, 30, or 60 seconds in length. Magazine advertising is advertising printed in magazines. Magazine ads can be printed either in black and white or in color. Newspaper advertising is advertising printed in the newspaper. Newspaper ads are printed most frequently in black and white but may be printed in color. They are sold by the line. Online advertising is advertising appearing on specific websites on the Internet. Examples include: banners around a webpage, a precursor to videos, pop-up ads, and, embedded ads in social

media. The websites the advertisement is to be displayed should have some connection to the target market in order to reach the most applicable viewers.CS Explain the types of economic systems

The world’s economic systems fall into one of four main categories: traditional economy, market economy, command economy and mixed economy; however, there are unlimited variations of each type. An economic system must define what to produce, how to produce it and for whom to produced it.

Traditional – A traditional economic system is one in which each new generation retains the economic position of its parents and grandparents. Traditional economies rely on the historic success of social customs. South America, Asia and Africa support some traditional economies of thriving agricultural villages. Tradition decides what an individual does for




his living, so industry, clothing and shelter are the same as in previous generations. Market – Market economies are based on consumers and their buying decisions rather than under government control. Market trends and product popularity generate what businesses

produce. The producers choose how to make products based on the most economically sound decision: that might mean machine labour to save costs or human labour for specific skills. The buyers decide who gets which products by what they are willing to pay for what they want.

The market system relies on many factors to ensure its success. The profit motive or incentive for a financial reward for enterprise stimulates production. Information regarding available products and services needs to be available to producers and consumers. Producers use the information to set accurate prices and procure supplies at the lowest cost. Price relates directly to the costs and benefits of product creation and use and required profit.

Command – In a command economy, the government controls all economic activity. One example of a command economy is communism. In a government-directed economy, the market plays little to no role in production decisions. Command economies are less flexible than market economies and react slower to changes in consumer purchasing patterns and fluctuations in supply and demand.

Mixed – A mixed economy combines qualities of market and command systems into one. In many countries where neither the government nor the business entities can maintain the economy alone, both sectors are integral to economic success. Certain resources are allocated through the market and others through the state. Theoretically, this system should be able to combine the best policies of both systems, but in practice the proportion government controls and response to market forces varies. Some countries rely more on market emphasis and others on state planning.

CS Explain the types of promotionPromotion itself has its own elements called the promotional mix; namely, advertising, personal selling, promotions, and public relations/publicity Advertising – Paid promotion of goods or services from a business (i.e. billboards, direct mail, TV ads, posters, web ads, etc.) Personal Selling – Using an oral presentation to persuade a person or persons to purchase goods or services Promotions – Incentives used to get consumers to purchase a good or service (i.e. contests, coupons, samples, etc.) Public Relations – Paid initiatives to build positive perceptions of the business (i.e. sponsorship of community events, fundraising, articles in the media, etc.) Publicity – Free media coverage, usually of an event of interest to the general public

SP Explain the use of computer systems in problem solving (e.g., computer programs, scripts, algorithms, data structure) SP Explain the use of descriptive statistics in business decision making SP Explain the use of employment contracts PQ Explain the use of feedback for personal growth

The term ‘feedback’ is used to describe the helpful information or criticism about prior action or behavior from an individual, communicated to another individual (or a group) who can use that information to adjust and improve current and future actions and behaviors. Effective feedback, both positive and negative, is very helpful. Feedback occurs when an environment reacts to an action or behavior. For example, ‘customer feedback’ is the buyers’ reaction to a company’s products, services, or policies; and ’employee performance feedback’ is the employees’ reaction to feedback from their manager – the exchange of information involves both performance expected and performance exhibited.




All can benefit from feedback. Both common sense and research make it clear – feedback and opportunities to use that feedback helps to improve and enhance, whether an individual, group, business, business unit, company, or organization – and that information can be used to make better informed decisions. It also allows us to build and maintain communication with others.Feedback is valuable information that will be used to make important decisions. Effective feedback has benefits for the giver, the receiver, and the wider organization. Here are five reasons why feedback is so important.• Feedback is always there. If you ask someone in your organization when feedback occurs, they will typically mention an employee survey, performance appraisal, or training

evaluation. In actuality, feedback is around us all the time. Every time we speak to a person, employee, customer, vendor, etc., we communicate feedback. In actuality, it’s impossible not to give feedback.

• Feedback is effective listening. Whether the feedback is done verbally or via a feedback survey the person providing the feedback needs to know they have been understood (or received) and they need to know that their feedback provides some value. When conducting a survey, always explain why respondents’ feedback is important and how their feedback will be used.

• Feedback can motivate. By asking for feedback, it can actually motivate employees to perform better. Employees like to feel valued and appreciate being asked to provide feedback that can help formulate business decisions. And feedback from client, suppliers, vendors, and stakeholders can be used to motivate to build better working relations

• Feedback can improve performance. Feedback is often mistaken for criticism. In fact, what is viewed as negative criticism is actually constructive criticism and is the best find of feedback that can help to formulate better decisions to improve and increase performance.

• Feedback is a tool for continued learning. Invest time in asking and learning about how others experience working with your organization. Continued feedback is important across the entire organization in order to remain aligned to goals, create strategies, develop products and services improvements, improve relationships, and much more. Continued learning is the key to improving.

SP Explain the use of technology in accounting SP Explain the use of technology in knowledge management

Explain the use of visual merchandising in retailingSP Explain trends in human resources management

The world of work is rapidly changing. As a part of organization, Human Resource Management (HRM) must be prepared to deal with effects of changing world of work. For the HR people it means understanding the implications of globalization, work-force diversity, changing skill requirements, corporate downsizing, continuous improvement initiatives, re-engineering, the contingent work force, decentralized work sites and employee involvement for which all and more have the financial implication to organization. Let alone on the employees side where engagement, satisfaction, motivation, retention, absenteeism, turnover have to be checked. As a rule human resource management has to venture into new trends in order to remain relevant corporate development partner. Look at the new trends: Globalization, Diversity, Changing Skill requirements, Corporate Downsizing, Continuous improvement programs, Re-engineering work processes for improved productivity (Re-engineering occurs when more than 70% of the work processes in an organization are evaluated and altered), Contingent workforce (A very substantial part of the modern day workforce are the contingent workers. Contingent workers are individuals who are typically hired for shorter periods of time.) Mass Customization, Decentralized work sites, Employee involvement Technology Health and Wellness, Family/ Work Life Balance, and Confidentiality.




CS Explain types of investmentsAnswers should reference the risk/return relationship of investments, the varying risk in different types of investments, and the benefits of a diversified portfolio. Recommendations should include distribution of investment among many types of investment classes, industries, and market capitalization (size of companies.) Included may be: Interest from cash holdings Dividends Stocks (common, preferred) Stock, growth or income Mutual funds Bonds (corporate or government) Government securities Real Estate Commodities Options, futures, derivatives Insurance policies (whole life) IPO – initial public offering Dollar cost averaging – investing the same amount each month

SP Explain types of requirements (e.g., business, system, functional, nonfunctional) SP Explain types of unit inventory-control systems SP Explain unfair labor practices SP Explain usability engineering methods PQ Extract relevant information from written materials

Emails must be made a priority for the two office workers Emails from customers must be looked at three times in the day in order to give prompt feedback Emails from customers must be read and work orders created for the services they need Work orders should be a standard form that is filled out and given to the plumbers Any questions for clarification need to be immediately emailed back to the customer or the customer needs to phoned Perhaps a customized email can be added to the website to make it easier for customers to respond to the email. For example—name, nature of problem, contact information, times

available, etc. This will make it easier for the office workers to extract the informationSP Facilitate (lead) group discussions SP Facilitate employee learning




help employees feel exciting about learning and new challenges engage in dialogue with employees on the job, have conversations, find out what is working, what is not mentor employees can offer rewards for employee recognition if they open 2 cards – rather than negative consequences if they don’t Share information with employees, keep them involved time-based - coaching sessions, schedules, and outcomes normally are time-bound

CS Field telephone calls CS File records electronically/manually CS Follow chain of command CS Follow established security procedures/policies PQ Follow instructions for use of equipment, tools, and machinery CS Follow manufacturer's written procedures to fix technical problem PQ Follow oral directions CS Follow policies to prevent loss of data integrity CS Follow procedures used to restart and recover from situations (e.g., system failure, virus infection) CS Follow rules of conduct CS Follow safety precautions

The manager needs to make certain that all employees are aware of the safety procedures and practices these procedures. New employees need to be trained as part of their orientation After an incident, the staff needs to review the incident to see what can be learned for the next time. If employees do not follow these safety precautions or do not take them seriously, the manager should discipline them As always, the manager must lead by example. Were the students’ recommendations in the interest of safety? Did their suggestions align with modern safety procedures

CS Formulate data validation strategies and methods (e.g., system edits, reports, audits) SP Foster employee engagement and commitment

Foster open, honest communication (EI:129) (SP)*CS Foster positive working relationships




Fostering positive working relationships has many benefits: our work is more enjoyable, we accept change easier, and we're more innovative and creative.One can foster positive working relationships by: Mutual Respect – When you respect the people that you work with, you welcome the diversity represented in the group, value their input and ideas, and they value yours. Working

together, you can develop solutions based on your collective insight, wisdom and creativity, and time and energy isn’t wasted “watching your back” Mindfulness – This means taking responsibility for your words and actions. Those who are mindful are open, careful and attend to what they say, and are courteous and professional to

co-workers and customers at all times. Make work fun – arrange social events for employees to establish a more personal relationship, not just working relationship (i.e. team sports, get togethers, drinks after work, etc.) to

create a bond between workers. Regarding the work itself, positive working relationships are enhanced when these things are considered:

Establish team member roles and responsibilities Determine a common goal and strategies to achieve it Lay out employee expectations Weekly meetings to keep the team apprised of progress, and connected Strategically match workers by skill, experience, education, interests, etc. Open communication – allow employees to approach leader about any issues they are experiencing

CS Fulfill orders SP Generate product ideas

Look to the competition. Visit exhibitions, look on the Internet, walk around distributors premises. Look at market sectors. Look at the indirect competition - companies making products that perform a similar function to yours but which are made in a different way. A manufacturer of

cardboard boxes wanted to extend its range and looked at companies using plastics in packaging where it found targets which were interested in a more sustainable packaging product. Look at patent applications. Where patents are registered and what they are for can be highly illuminating. In addition, there could be mileage in looking at patent applications which

have remained dormant but which could present good licensing opportunities today. Look inside your own company. Ask the sales teams, look back through old reports, check the archives. There could be something that was not appropriate for launch a few years ago

which could make it to the market today. Look to customers. Customers use your products and sometimes they modify them to make them more user-friendly without mentioning what they have done to you. Walk around your

customers’ factories and offices and see how your products (and your competitors’ products) are being used. Ask your customers what they would wish for if they had a magic wand. Look at the pressures influencing a market. The traditional forces that shape a market are political, economic, social and technological. Which of these are having most effect on your

market? A company selling mail-order products could see that its customer base was ageing rapidly. Instead of trying to diversify and find younger customers, it extended its products for older people and tapped into a very wealthy and profitable seam.

Look to the academics. Universities and academics research new products. Sometimes their lack of commercialization means that they creatively look in new directions.




Look to foreign sources.PQ Give verbal directions CS Greet and direct visitors CS Handle and report emergency situations

In answering this question the participant must show a sense of urgency, and display critical thinking. Possible scenarios they may discuss are as follows: What level of supervision/ management should report to the lobby to first asses the nature of the emergency Identify whether the emergency can be dealt with internally or if an external company is required due to extensive damage or safety concerns Possible forms of communication if any is required to ensure the further safety of Guests and Associates.

CS Handle customer/client complaints Similar to handling difficult customers – remain calm. Follow a step by step process.

Listen to the complaint. LISTEN and UNDERSTAND. Give the customer your full attention and listen to the whole problem before responding. Ask questions to clarify what the customer is saying. Put yourself in their shoes - if you had a problem, you would want someone to listen to you. Appearing disinterested, attempting to argue back, getting angry or frustrated, will only exacerbate the situation.

Apologize for customer feeling this way. Any number of factors could have contributed to the issue, and you might not be at fault. However, you need to take responsibility for the problem. Sometimes, an apology is all it takes to placate an angry customer.

Try to explain why this situation may have occurred, if possible rectify it, or call someone more superior (manager) who can. Customers never want to hear excuses. However, you are fully entitled to briefly explain why they didn’t receive the standard of service they expected. This should take place after you’ve listened to their complaint and made an apology.

Acknowledge the frustration and disappointment that the customer must be experiencing.CS Handle difficult customers

The participant should identify some of the items on the list below when discussing a process for handling customer complaints: Listen Take the customer aside to discuss the complaint Repeat the facts to show that you understand what the customer has stated Maintain eye contact and positive body language (do not cross arms or turn away) Get assistance from a supervisor, if necessary Establish a plan that determines the next action step Remain calm – the calmer you are the calmer the customer will stay.




First just listen to the situation and see if the solution is within your capabilities, then try to resolve the situation. If you are unable to handle the situation yourself, you may ask a co-worker or manager for assistance

CS Handle telephone calls in a businesslike manner Callers should be greeted with a salutation (i.e. good morning, good afternoon, good evening) followed by the company name and employee name. This projects professionalism not only to the customer on the phone, but also the customers in the store who may be around the sales associate. Adding the employee name demonstrates confidence and accountability for the conversation about to take place. Project mannerisms and tone that reflect your pride in your job. Smiles are “heard” over the phone Enthusiasm to help customers demonstrates your enjoyment in working for the company Know about products and services offered by the company and share that information if applicable. Make suggestions of other things you can do to help the customer. Thank the customer for calling; confirm customer satisfaction; allow the customer to disconnect first.

SP Handle the social and protocol aspects of business SP Identify and report factors negatively impacting productivity SP Identify communications channels used in sales promotion

Marketing communications are the means by which firms attempt to inform, persuade, and remind consumers - directly or indirectly - about the products and brands that they sell. Sales promotions are short-term incentives to encourage the purchase or sale of a product or service. Sales promotion includes several communications activities that attempt to provide added value or incentives to consumers, wholesalers, retailers, or other organizational customers to stimulate immediate sales. These efforts can attempt to stimulate product interest, trial, or purchase. Examples of devices used in sales promotion include coupons, samples, premiums, point-of-purchase (POP) displays, contests, rebates, and sweepstakes. Personal communication channels - between two or more persons; It can be done face-to-face, or by a person to audience, over telephone, or through post or couriers or through

emails or through mobile messages Non-personal communication channels - they include media, atmospheres, and events. Media channels - include print media (newspaper, magazines, souvenirs, proceedings of conferences), broadcast media (radio, television), display media (billboards, signs, posters)

and electronic media (audiotape, videotape, videodisk). Atmosphere - what firms create in their office environment. The office interiors and exteriors have a meaning to the potential buyers. Events - occurrences designed to communicate particular messages to target audiences or audiences. Company arranged news conferences, opening ceremonies of various kinds, and

sponsorships of various events come under event communications channels. CS Identify company’s brand promise

Brands are names, terms, designs, or symbols that distinguish a product from their competitors and they communicate features, benefits, qualities and value. This company is new and currently has no brand promise or slogan.

Creatively and effectively using a company brand image and slogan will help build product recognition, customer loyalty and a positive corporate and product image.




The company’s brand promise is delivered through their brand name (the name of the company), their yet-too-be-developed slogan which must direct their entire business philosophy and employee behaviour. Customers will come to have confidence in the product quality, the delivery and the company’s social responsibility based on the brand and associated brand promise.

SP Identify continuing education courses or program available to enhance business information management skills SP Identify continuing education courses or programs available to enhance management skills SP Identify continuing education courses or programs available to enhance human resources management skills SP Identify continuing education courses or programs available to enhance operations- and supply chain management skills SP Identify data acquisition strategies SP Identify database trends PQ Identify desirable personality traits important to business

Students may cite the “7 habits of highly effective people” or they may simply discuss desirable traits such as: confidence, flexibility, motivation, enthusiasm, creativity, intelligence, emotional intelligence, etc.Independence: Be proactive – don’t wait for problems to happen Begin with end in mind – envision your long-term customer relationship and work toward it Put first things first – prioritize Interdependence: Think win-win – seek out mutually beneficial solutions in relationships Seek first to understand then to be understood – use empathetic listening to compel others to reciprocate Synergize – combine the strengths of people through positive teamwork

SP Identify emerging compensation issuesEmerging compensation issues include: External competitiveness. HR professionals strive to establish competitive pay rates so an organization can attract and retain the right talent, they compare their compensation rates to

the rates in published surveys to gauge their competitiveness. Internal equity. Legal considerations are also on the mind of HR professionals who manage compensation programs. In addition to being competitive with the external market, pay must

be equitable internally within the organization. Companies generally want to reward high performers with more money and try to create pay differences between employees in the same job to recognize outstanding performance. However, HR must be mindful that it's against the law to pay employees who perform the same work differently solely because, for example, the employee is female or over 40.

Recognizing and rewarding employees. HR professionals design programs to successfully motivate employees to perform at their best and that recognize and reward employees for




their contributions in a way that's affordable to the company. However, ultimately, it's the supervisors and managers in a company who recognize and reward employees, and compensation staff must train and educate managers on how to use rewards and recognition to make employees feel appreciated by the company and happy in their jobs.

Identify factors affecting a business’s profitProfit is the monetary return a business owner receives for taking the risk of investing in the business. Profit equals income less expenses. There are two types of profit: gross – the money left over after the cost of goods is subtracted from sales, and net – the money left over after the operating expenses are subtracted from the gross profit.To increase profit, a business can increase worker efficiency, increase sales or decrease expenses.Factors that affect profit include: the demand for the good/service expenses – supplies, material, labour, administration, advertising price point – each type of product must determine what prices to set that will ensure that costs are covered while still making a profit but not so high that potential customers will be

driven away the economy chance

SP Identify factors considered when selecting best shipping method SP Identify information monitored for marketing decision making

Target and segment market for new endeavor Information that needs to be collectedThe majority of information required involves determining the demographics and psychographics of the potential customers. Demographics are the finite or definitive characteristics of a group of people in an area and would include a combination of age groups, incomes, education, occupation, type of dwelling, living downtown or in suburban areas, size of the family, etc. Psychographics deals with is their attitudes and interests. The company would also have to determine the competition already in each market to determine if there are enough customers to support an additional competitor. how often customer frequents establishment revenue per customer area that customers come from

SP Identify management information requirements MN Identify market segmentsSP Identify operational risk factors associated with business contracts




SP Identify opportunities for innovation SP Identify opportunities to “green” the workplace

Identify possible resolutions of an ethical dilemmaIs the decision or solution ethical as well as legal? Do nothing Fire the accountant Search for more information Confront the accountant with the accusation Call the police Report to Securities CommissionPossible solutions: Do nothing Search for more information ~ survey customers; review complaints; what policies and procedures are competing businesses using Change gift certificate policy ~ make gift certificate transferable; increase date of redemption (i.e. 1 year); gift certificate can be used for sale items (treat like cash); encourage as much

selling as possible; offer online purchases Have an automated reminder system. I.e. send customer a reminder of expiry date (via email). (Option not advisable)

SP Identify potential workplace violence conditions SP Identify product opportunities

Need to identify appropriate target markets and further develop their individual needs and wants. SP Identify professional association opportunities for human resources management professionals (e.g., educational opportunities, networking, conferences, newsletters,

publications) HR education also comes by way of professional associations, which offer training and certification. The Society for Human Resource Management, which is based in the US, is the largest professional association dedicated to HR, with over 250,000 members in 140 countries. It offers a suite of Professional in Human Resources (PHR) certifications through its HR Certification Institute. Several associations also serve niches within HR. The Institute of Recruiters (IOR) is a recruitment professional association, offering members education, support and training. World at Work focuses on "total rewards" (i.e., compensation, benefits, work life, performance, recognition, and career development), offering several certifications and training programs dealing with remuneration and work-life balance. Other niche associations include the American Society for Training & Development and Recognition Professionals International.Any number of colleges and universities and Business Associations in the community will also provide training, and seminars.

SP Identify professional association opportunities for management professionals (e.g., educational opportunities, networking, conferences, newsletters, publications) SP Identify professional association opportunities for operations- and supply chain management professionals (e.g., educational opportunities, networking, conferences, newsletters,




publications) SP Identify professional association opportunities in business information management SP Identify quality-control measures

A business builds a loyal clientele and many people in other cities would be aware of their name and image. Customers will have an idea of what to expect when they go to any location with the same name, and therefore, it is very important that the quality, presentation, product is carefully duplicated.It should be relatively easy to use the same suppliers for all locations. The bigger and more flexible issue will involve consistent presentation. In the case of a restaurant each cook usually develops their own particular “touch” with the food they are preparing, and extensive training or rigid guidelines will have to be in place to ensure consistent quality among locations. This will even involve the presentation and serving of food to the customers.The Head Office should also consider having area supervisors who would travel from location to location to ensure the consistency was being maintained.

SP Identify requirements for international business travel (e.g., passport, visa, proof of citizenship, immunizations, and sponsorship letters) SP Identify resources needed for project

When you start your project you need to consider what resources are required to get it done. It’s always best to ask for the things you need at the beginning, rather than getting stuck halfway through because you haven’t planned it out, and having to ask then for additional resources. Projects can’t start without…• People Human resources are required to get the project done. Even if it’s just you. Normally a project team is a group of people and you won’t be working alone. • Capital Your project needs money, because it will need to pay for things, even if that is only your salary • Material Goods Projects also use up assets. Assets, or goods, vary from project to project but it’s highly likely that your project will need some kind of tangible resource. It’s

normally what you use the project budget to buy. Resources of all types are important to get you project off the ground and successfully moving in the right direction. The more effort you put into thinking through the types of project resources you need and requesting them far enough in advance to ensure that they are ready for you when you need them, the easier it will be for you to complete your project on time, on budget and to the required specifications.

SP Identify routine activities for maintaining business facilities and equipment Better organization of merchandise for the customers to purchase. Assigning responsibility for cleaning and restocking merchandise areas. Management supervision to ensure ongoing maintenance of area. Asking for customer feedback on service levels provided.

SP Identify skills needed to enhance career progressionA student competitor could mention many sensible skills that could enhance career progression. The list below features those skills strongly recommended for today’s workplace:Communication skills (listening, speaking, writing)Creative thinking and innovationFlexibility and adaptability




Leadership/management skills and visionInterpersonal abilitiesCollaboration

CS Identify sources of career informationGathering as much information as possible when on the job search is very important and searching through the many avenues to find this information is just as important, which can be:people you know/word of mouth - local librariesemployerspost-secondary institutionsvocational officesstate employment officesinternet resourcesnewspaper (print/online) classifiedsministry of laborEach source of information can offer answers to different questions and help to give you a full picture of an interested careerCompanies advertise their jobs in different ways (media, recruitment agencies, word of mouth)

PQ Identify sources that provide relevant, valid written materialSources for written material may be obtained internally or externally. Internal sources include company data such as monthly sales records, internal policies, interviews with employees, etc. External sources include customer feedback, trade magazines, the government, etc. Local newspapers will provide construction information and updates Coupons can be provided in the temporary location, through newspaper, local coupon clipper magazines, flyers In-store flyers to provide details of construction updates Mobile sign outside main location to provide address of new temporary location Mobile sign outside new location making people aware of its existence, specials

SP Identify supply chain process improvement opportunities SP Identify sustainability opportunities SP Identify techniques that can be used to capture and transfer knowledge in an organization CS Identify tentative occupational interest SP Identify the basic torts relating to business enterprises




Identify the basic torts relating to business enterprises (BL:069) (SP) SP Identify the business process problem/issue SP Identify the elements of the promotional mix

The combination of personal selling, advertising, sales promotion, direct marketing and public relations make up the promotional mix. Each plays a vital role in promoting businesses and their products. Personal Selling – Personal selling requires that a company employ sales representatives who generate and maintain direct contact with prospects and customers. It is one of the

costliest forms of promotion. Direct contact can take the form of personal meetings, telemarketing, email contact and correspondence. Advertising – is a form of non-personal promotion. Companies pay to promote ideas, goods or services in a variety of media outlets. Advertising can be found everywhere from

magazines, newspapers, televisions and web sites to gymnasiums and city buses. With advertising a company engages in one-way communication to the prospect or customer. Sales promotion – represents all marketing activities – other than personal selling, advertising and public relations that are used to stimulate purchasing and sales. The objectives of

sales promotions are to increase sales, inform potential customers about new products and create a positive business or corporate image. Direct marketing – advertising directed to a target group of prospects and customers rather than to a mass audience. The two forms of direct marketing are printed direct mail, which is

information sent via regular mail to home or business and electronic direct mail. The goals of direct marketing are to generate sales or leads for sales representatives to pursue. Generally direct marketing generates a response from the targeted customer i.e. special offer coupon. Direct marketing gives recipients an incentive to respond.

Public Relations and Publicity Public Relations (PR) – activities enable an organization to influence a target audience. Often public relations campaigns try to create a favourable image for a company, its products,

or its policies. However, companies can rely on public relations strategies and techniques for many reasons. One of the goals of a public relations program is to cultivate media relations with reporters who cover a specific industry. One of the most important media tools is the news release. A news release is an announcement that is sent to the appropriate media outlets.

Publicity involves bringing news or newsworthy information about an organization to the public’s attention. This process is known as placement. The main function of publicity is to develop a positive perception or awareness of the organization in the marketplace. The right kind of publicity can create and maintain a company’s image; negative publicity can devastate it. People like to do business with respectable companies. Placement of publicity is free. A news story on the evening news is free while advertising can cost thousands of dollars. News reporters are usually viewed as more objective than advertisers. The disadvantage is that you cannot control the content of publicity.

SP Identify the factors that contribute to operational risk (e.g., insufficient training, lack of supervision, inadequate security, poor system design, poor HR policies) SP Identify the impact of product life cycles on marketing decisions

Five stages of the PLC – Introduction, Growth, Acceptance (maturity), Decline and Decision PointPLC explains the different stages of customer acceptance of an item Introduction – birth of a new product; very expensive stage as dollars are being poured into developing the new product. Early adopters are the consumers who will purchase the

goods so marketing should be focused on these trendsetting consumers. Advertising in downtown offices and nearby businesses, advertising on the building itself, using social media where possible, as well as the more traditional advertising in trade magazines, attract the early adopter.




Growth - Customer awareness is limited but growing quickly at this stage as the item is new. Marketing decisions are crucial at this stage – advertising should be at its height because the product still needs to catch on. Word of mouth advertising is also important here.

Maturity – sales increase slowly at this stage. Advertising here is based on the reputation of the product that has lasted so long and serves to remind customers of its existence. Decline – marketing here will be trying to determine why there is a decline. Proper identification of the reason is essential to finding a solution to counteract it. Marketing may focus

on reigniting sales by altering/updating the product, or by updating/re-launching its image Decision Point – it is at this point where marketers may elect to completely repackage or rebrand the product in attempt to create a new buzz or discontinue the product altogether.Students may also discuss fads, niches, or seasonality in looking at how to respond to sales opportunities.

CS Identify the impact of small business/entrepreneurship on market economies Small business is big in Canada: 98.2% of all businesses have fewer than 100 employees. When you add in medium-sized businesses (100 to 499 employees), the percentage rises to 99.8%. They are the engine of the economy and their success is vital to Canada’s prosperity.Here are 10 things you probably didn’t know about small and medium-sized enterprises (SMEs) and their impact on Canada’s economy. There are almost 1.1 million SMEs in Canada. More than half (55%) have fewer than 4 employees. Only 1.6% are medium-sized businesses. Small businesses employed almost 69.7% of private sector workers in 2012, or 7.7 million people across the country. In the 2002 to 2012 period, small businesses were responsible for 77.7% of all jobs created in the private sector. Small businesses created around 100,000 jobs each year on average. SMEs represent 54.2% of the economic output produced by the business sector (in 2005). 90% of exporting companies have fewer than 100 employees, but produce 25% of the total value of Canadian exports. The largest number of SMEs are in the wholesale trade and retail sector (18.8%). Fewer than one out of four Canadian SMEs invest in research and development (R&D). Only half of new firms (51%) survive their fifth year of operation.

SP Identify the scope of data (e.g., structured, unstructured, data types) Identify the scope of data (e.g., structured, unstructured, data types) (NF:257) (SP)

PQ Identify types of currency (paper money, coins, banknotes, government bonds, treasury notes, etc.)Currency is a system of money (monetary units) in common use, especially in a nation. Under this definition, British pounds, U.S. dollars, and European Euros are examples of currency. These various currencies are stores of value, and are traded between nations in foreign exchange markets, which determine the relative values of the different currencies. Currencies in this sense are defined by governments, and each type has limited boundaries of acceptance.

SP Identify types of data analysis modeling techniques SP Identify waste management opportunities PQ Identify ways that technology impacts business




SP Identify ways to use crowdsourcing in business SP Implement a communications plan SP Implement employee-development program

Employee development programs should be implemented when new goals or expectations or product lines etc are introduced into an organization or organizational systems change. In most aspects they are always ongoing as organizations are often changing to keep up with the demands of business/competition.They are most successful when:The training goals are clear – for Madison Company this should be as soon as the employee is hired.Employees are involved in the knowledge, skills and abilities that need to be learnedEmployee input is given on best practices that are achievable for the companyEmployees are given an opportunity to reinforce their training by practicing/applying skillsEmployees feel respected, safe and supported

SP Implement process improvement techniques SP Implement supply chain management strategies SP Implement version control SP Initiate and facilitate social interactions in a business environment SP Initiate project CS Inspire others

People who inspire others: Are authentic – don’t put on airs, are honest, have integrity, show who they really are Connect with other’s dreams – listen, and help them align them with company goals Notice, name and nurture abilities that others don’t see in themselves Inspire with great, motivating stories Create a culture of inspiration and inclusion – commit to excellence and character development Empower others – provide clarity and structure, establish roles, encourage accountability Keep their team cohesive Expect optimal performance – shared accountability, performance depends on clear goals and timely feedbackRecognize the team’s efforts with compliments or even weekly discussions on what they are proud of accomplishing

PQ Interpret a pay stub SP Interpret and adapt to a business’s culture




SP Interpret business data correlations CS Interpret business policies to customers/clients

Employees should be well trained on the policies and have many examples of how the policies can be interpreted. After a situation has been handled, it should be used as an example for employees for future reference. Explain the new changes Interpreting business policies typically involves explaining company procedures, often written in bureaucratic language, to customers who are already irritated and upset. By

acknowledging their frustration and using plain and ordinary language to describe what's required from the customer to proceed, customer service representatives can diffuse a tense situation, maximize the opportunity to conduct a successful transaction and provide pointers to other information, such as brochures, website links and other phone numbers for help and support.

Back up the business policy by describing how it helps streamline business transactions that actually help customers in the long run. Provide details about why changes to previous policies make the current policy more advantageous in terms of long-term gains. Cite any laws, studies conducted, customer feedback obtained or conventional business practices that reinforce the implementation of the business practice.

Involve customers in the interpretation of any business policy. Ask for candid feedback about how the rules impact their business. For example, record input with online surveys using free software applications such as Qualtrics, Zoomerang or SurveyMonkey. Publish your findings so that customers can see that you have taken their feedback seriously and intend to act on their suggestions.

Propose an implementation date that allows the customer time to adjust to your new policy and enforcement of a current policy. Ensuring customer satisfaction involves validating that new mechanisms meet the needs of existing customers and future customers alike.

SP Interpret cash-flow statements SP Interpret data mining findings SP Interpret descriptive statistics for business decision making PQ Interpret others’ nonverbal cues

Nonverbal communication ranges from facial expressions and eye contact to body language, gestures, and signs and may also include use of space. Interpreting others’ nonverbal cues can be thought of as listening with your eyes. Nonverbal cues often tell more about the audience’s true thoughts and feelings than do their words. When nonverbal cues do not match verbal communication, verbal communication is often ignored. Some common interpretations of nonverbal cues are: Crossed arms – closed-off or resistance. Hand under chin – decisions or analysis being made. Back of the neck scratch – has questions or concerns. Avoidance of eye contact – discomfort.




It is important to be sensitive to cultural differences and aware of context in interpreting nonverbal cues so as to avoid misinterpretations.SP Interpret statistical findings

The purpose of analysing data is to obtain usable, useful information. To do this, it is important to determine WHAT we want analysed so that the correct data is collected. To find meaning in large amounts of data, data is grouped and summarized, and/or statistically analyzed (mean, median, mode, standards of deviation, frequency distributions, t-tests, regression, ANOVA, etc.)Interpretation is the process of attaching meaning to the collected information and determining the conclusions, significance, and implications of the findings. Patterns and relationships within the data are gleaned. The same data can be interpreted in different ways so to garner other interpretations discuss the data with stakeholders and consider the data from various perspectives. Think beyond the data but don’t stray too far. Focus on outlying data or data that seems to be the exception, as surprising, contradictory or puzzling data can lead to useful insights. Limitations must be disclosed with honesty.Students will reiterate the statistics they feel are pertinent in their analysis.

PQ Interview for a job CS Isolate and identify source of technical problem CS Lead change SP Leverage personality types in business situations CS Maintain a safe work environment

Participants should outline what a safe work environment entails. Factors to consider include:• Layout of the location and associated risk factors to both employees and inventory• Employee breaks• Lighting• Implementing training programs for employees to learn and refresh essential safety procedures and precautions in the warehouseParticipants emphasize the value of a safe work environment with the following benefits:• Less employee absenteeism due to injuries• Less damaged inventory • Increased productivity and efficiency due to employees’ security and faith in the company’s ability to maintain a safe work environment• Increased sales and revenue as less damaged goods are created and therefore less are being marked down, as well, higher productivity and efficiency may give the company the

opportunity to expand delivery furtherThe company should also:• train employees in conflict resolution, crowd control• have sufficient staff on hand to service customers• control placement of inventory; deeply discounted, large or expensive items to be retrieved by store staff




• use rope barriers to create pathways to keep traffic moving, channel customers and provide a queuing systemCS Maintain appointment calendar PQ Maintain appropriate personal appearance

Maintain appropriate personal appearance (PD:002) (PQ) SP Maintain collaborative partnerships with colleagues

Internal human resource policies – must reflect societal norms/expectations Honesty important – long-term relationships must be valued Individuals and companies do not work in isolation – must be a member of the business community locally and nationally/internationally - interdependent Social responsibility to all stakeholders to work together to establish and maintain common goals Goals – not just financial; must give back to environment in which firm operates

SP Maintain confidentiality in dealing with personnel SP Maintain contact with key clients/customers SP Maintain customer records

Use computer systems to collect and record all types of customer-related data Electronic records provide history, purchase trends, service usage, multiple contact points, and other data that analytics programs can use to personalize each customer’s experience

with the bank. Related services can be suggested to maximize the return on each client. Accessing customers by email, mobile, social media, (and not from walk-ins) is the norm.

CS Maintain data files in appropriate format (i.e., preserve, convert, or migrate) CS Maintain data security

Establish strong passwords - use a combination of capital and lower-case letters, numbers and symbols and make it 8 to 12 characters long, avoid using: any personal data or common words change your password every 90 days, never share a password, and, never write it down.

Put up a strong firewall Install antivirus protection Update your programs regularly - Frequently updating your programs keeps you up-to-date on any recent issues or holes that programmers have fixed. Secure your laptops - absolutely encrypt your laptop. Use encryption software which changes the way information looks on the hard drive so that, without the correct password, it

can't be read. Secure your mobile phones - they hold so much data these days that they are like a company computer. Enable remote wiping. Backup regularly (weekly is recommended) Data-leakage prevention software, which is set up at key network touch points to look for specific information coming out of your internal network. It can be configured to look for




credit card numbers, pieces of code, or any bits of information relevant to your business that would indicate a breach. Be careful with links carrying viruses arriving by e-mail, IM and surfing the Web. Educate your employees about safe online habits and a proactive defense.

CS Maintain evidence of material sources PQ Maintain financial records

Inventory must be accurately maintained so that the company has stock at all times, and so that it can report accurate financial data. A computer system tracks every inventory item Minimum reorder points and supplier contact information is kept current Every received item is checked for damage, then scanned into inventory Items are stored in the locations assigned to them The receiving report is taken to accounting, and combined with the purchase order and invoice for payment All items leaving inventory are scanned out A physical count of inventory is taken at least once annually to verify its accuracy. Items missing from inventory could have been damaged or stolen. Obsolete items must be removed

from inventory and written off. The value of the inventory account should be approximately its replacement value

CS Maintain inventory of suppliesIt’s important to always have on hand sufficient supplies to run the business. Inventory turnover information (the rate at which the inventory is used) will help in making timely purchasing decisions and prevent having too much or too little inventory on hand. Computer systems can be used to tract inventory usage and/or a periodic inventory count can be used to keep records up-to-date.

SP Maintain inventory-control systems SP Maintain knowledge management systems CS Maintain petty-cash fund CS Maintain the confidentiality of others

Confidentiality means not sharing sensitive information that you know with someone else. This means not disseminating the information within the organization, or outside the organization, and it means to protect and secure any information that has been printed (electronic or paper) and is being stored.

These acts of professional courtesy are also part of displaying workplace etiquette and depending on the nature of the business could be against company policy. Failing to respect others' privacy can harm your personal and professional relationships, including being disciplined or fired on the job, or having you or your company taken to court

for compensation. For the person whose confidentiality was breached, it could cause a myriad of reactions ranging from mild embarrassment to social ostracism.

SP Maintain vendor/supplier relationships




CS Make decisionsStudents may select any of the choices available. Ensure that students explain WHY they have selected the given alternativeMaking a good informed decision is not that different to sitting on a jury – all reasonable doubt has to be removed before you can pass a verdict one way or the other. Thankfully, though, corporate decisions are seldom a matter of life or death!Don’t judge a book by its cover - You may be someone who’s big on first impressions when you meet people but you can’t let the same thought process influence your decision-making. If on first hearing an idea strikes you as a really good one, you may well be correct, but you mustn’t allow that first reaction to influence your ability to objectively weigh the cons as well as all the pros when they are presented.Do your homework - Just because no significant cons are presented it doesn’t mean they don’t exist, so get someone on to digging them up and evaluating them while you still have the time – discovering them after you’ve launched the deal doesn’t do you any favours. Insisting that this homework is conducted becomes doubly important if and when everyone is unanimously in favour of going ahead with the project. Nothing is perfect, so work hard at uncovering whatever hidden warts the thing might have and by removing them you’ll only make it better still.Avoid making decisions in isolation - Every decision has some degree of impact on your ability to adopt other future opportunities in what the experts call ‘the decision stream’. This one may be a ‘too good to miss’ opportunity but how will it affect other projects or priorities and, if now is not the best time to do it, what risks if any are there in putting the thing on hold for an agreed period of time? If you cannot manage this project in addition to another that’s waiting in the wings, which one gets the nod and why?Do everything you can to protect the downside - All wise investors go to great lengths to do this with their stock portfolios and when setting up a new business you should try to employ the same strategies. Give it time - If you have the time to use the ‘orchestrated procrastination’ approach then do so. Without getting into the ‘paralysis by analysis’ mode, doing more rather than less homework on a project is seldom a bad thing. While looking at it more deeply you may find better alternatives or the marketplace may change.Making smart informed decisions is why leaders get paid the big bucks. There is really no science to getting it right every time which is why (unfortunately) decision-making is not a process that can be programmed to come in ‘just in time’ across the board.

SP Make meeting arrangements SP Make oral presentations

Is the student speaking professionally and communicating clearly Are the indicators flowing into each other smoothly Is the student speaking directly or are they reading from their notes

CS Make responsible financial decisionsFor a business, the responsible financial decision is to maximize profit (although finance is not the only consideration when making a business decision – providing customers with products they want is important too!).To maximize profit, a company would: favour the products that have the highest margin




favour the suppliers that offer the best credit terms negotiate better credit terms and credit limits when purchase volume increases take discounts at every opportunity make certain products are delivered intact before paying ensure that the supplier provides prompt and reliable delivery

SP Make travel arrangements CS Manage commitments in a timely manner SP Manage flexible work arrangements SP Manage project schedule SP Manage project team SP Manage purchasing cards SP Manage the bid process in purchasing SP Manage website’s content SP Manage work from multiple bosses SP Manipulate data in the database management system SP Measure corporate social responsibility impact SP Mine data in human resource information system SP Mine data in learning management systems SP Mine databases for information CS Model ethical behaviorSP Monitor and ensure completion of delegated tasks SP Monitor and evaluate maintenance program SP Monitor communications plan SP Monitor compliance with corporate social responsibility policies SP Monitor drug and alcohol testing SP Monitor for breach of contract of non-performance related terms and conditions SP Monitor internal records for business information




Proper inventory control is necessary to prevent loss. Inventory is an asset of the business that needs to be protected. Internal records provide the history of the business which helps to predict and plan for the future. Information is the foundation of control The emails and phone calls should be monitored. The results should be communicated to the employees that are not adhering to the policy and their managers. Employees that are not

following the policy should be disciplined. This would entail being warned verbally once, written up at the second offense, suspended without pay at the third and fired at the fourth offense. This process may vary based on how the employees deal with these steps.

Employees that adhere to the new policy should be acknowledged. This is a company that makes money by dealing with secure credit card information. All of the internal records (beyond emails and phone calls) should be monitored on a continual

basis.CS Monitor projects and take corrective actions SP Monitor third-party relationships for potential risk SP Motivate team members

Motivating people is a difficult task that is specific to the individual’s driving forces. Nine powerful ways to keep members motivated to do their very best on the job are: Pay your people what they are worth Provide them with a pleasant place to work Offer opportunities for self-development Foster collaboration within the team Encourage happiness Don’t punish failure Set clear goals Don’t micromanage Avoid useless meetings

CS Move files in the computer operating system CS Obtain needed information efficiently

Students should make recommendations about how to collect the needed information in a timely manner. They should have clearly outlined methods for data collection and an understanding of how to do this without spending an unrealistic amount of money.

SP Obtain releases and clearances to export products CS Obtain technical support services




CS Open and distribute office mail/parcels PQ Operate calculator PQ Operate copier PQ Operate fax machines CS Operate postage meter PQ Operate printer CS Operate scanner

Organize and communicate knowledge, ideas and concepts effectively for the area of business ethicsCS Organize and maintain files CS Organize and prioritize work SP Organize and track project resources CS Organize information CS Orient new employees

When new employees are hired, it is important they complete an orientation process. This is used to introduce them to the business’s culture, brand and ways of working. It is also an opportunity for the business to communicate its expectations based on accountabilities, customer service, quality, etc. Orientation also involves training new employees on how to do their jobs. The participant may discuss the role of the person assigned to training new employees. Providing new employees with an opportunity to shadow other employees doing the same job Providing new employees with training on any equipment they are required to operate including POS systems, computer-based systems for entering customer orders and making table

reservations, etc. The participant may also provide additional examples of what will be included in new employee orientation at this company Once a candidate is selected, the most basic part of training is employee orientation through which employees get acquainted with company policies and programs, personnel with

whom they will interact, and the nature of the job. This probationary period can last between 2-4 weeks. Mentors may be assigned within a relevant department to assist the new employee through this process. Staff in each area are to implement training. A “Train the trainer” program might be needed here to implement a larger scale training program. With respect to orientation and training programs it is important to make new employees feel valued and welcome to familiarize them with the working environment.




Orientation commonly includes the following: Tour of the Company Discussion of the company’s history, mission and values Description of what the company does Training on use and routine maintenance of equipment such as cash registers and computers. Information about payroll, benefits and company policies. Determine how training will be delegated

CS Overcome problems and difficulties associated with office politics/turf warsThe participant may demonstrate their ability to overcome problems and difficulties by:Showing an understanding and respect for the roles and responsibilities of various team members within the organizationDemonstrating an awareness of team dynamicsExhibiting strong communication and leadership skillsDemonstrate assertiveness

CS Participate as a team member CS Participate in a staff meeting CS Participate in group discussions CS Participate in problem-solving groups CS Pay bills SP Perform post-employment offer activities SP Persuade others

Is the student convincing Are they able to back up their decision with facts from the case Convincing – do presenters believe their own role Consistent ideas

CS Place orders/reorders SP Plan meetings

MN Plan product mixIn the case of a newly established, independently owned, fast food restaurant, the owner has already decided on the main categories of the product mix. Our job is to suggest the specific items. The main thing to keep in mind is that we are not selling a variety of different items, but rather a selection and collection of items that reinforce the image of healthy eating. Even




the items we list on our menu can include terms like “low fat”, “diet”, “low calorie”, etc. The image is very important (we want to sell the sizzle, not the steak). The conditions established by the owner are to help reduce food waste. The general food categories have already been provided (fast, fresh sandwiches and soups, low-fat alternatives, some sides and beverages). Most of the customers would likely be people with average to higher incomes that have the ability as well as the desire to pay a little more in order to get what they want. This suggests we should try and get more “upscale” items. This is more likely with the soups. An example would be to have something like “Butternut Squash with Cinnamon”, instead of something that sounds plainer.

CS Plan projectStep 1: Identify & Meet with Stakeholders - It's important to remember that stakeholders aren't only the people who hired you to manage the project; a stakeholder is anyone who's affected by the results of your project. That includes your customers and end users, too. Make sure you identify all stakeholders and keep their interests in mind when you create your project plan.Meet with the project sponsors and key stakeholders to discuss their needs and expectations, and establish baselines for project scope, budget, and timeline. Then create a Scope Statement document to finalize and record the details of the project scope, get everyone on the same page, and reduce the chances of costly miscommunications. Here's a Scope Statement Template to get you started.Step 2: Set & Prioritize Goals - Once you have a list of stakeholder needs, prioritize them and set specific project goals. These should outline the objectives of the project — the benefits you hope to accomplish. Write out your goals (and the stakeholder need met by each one) in your project plan so it's clearly communicated and easily shared.Step 3: Define Deliverables - Identify the deliverables you need to produce in order to meet the project's goals. What are the specific products you're expected to complete?Next, estimate due dates for each deliverable in your project plan. (You can actually finalize dates when you sit down to define your project schedule in the next step.)Step 4: Create the Project Schedule - Look at each deliverable and define the series of tasks that need to be completed in order to accomplish each one. For each task, determine the amount of time it will take, the resources necessary, and who will be responsible for its completion.Next, identify any dependencies. Do certain tasks need to be completed before others can begin? Input deliverables, dependencies, and milestones into your Wrike Gantt chart, or choose from the many online templates and apps available.Step 5: Identify Issues and Complete a Risk Assessment - No project is risk-free, and you won't do yourself any favors by crossing your fingers and hoping for the best. Are there any issues that you know of upfront that will affect your project, like a key team member's upcoming vacation? What unforeseen circumstances could create hiccups? (Think cold & flu season, backordered parts, or technical issues.)Consider the steps you could take to either prevent certain risks from happening, or limit their negative impact. Conduct a risk assessment and develop a risk management strategy to make sure you're prepared.Step 6: Present the Project Plan to Stakeholders - Explain how your plan addresses stakeholders' expectations, and present your solutions to any conflicts. But make sure your presentation isn't one-sided; it should be a discussion.You'll need to determine roles: who needs to see which reports, and how often? Which decisions will need to be approved, and by whom?Communicate clearly. Make sure stakeholders know exactly what's expected of them, and what actions they're responsible for. Just because it's obvious to you, doesn't mean it's obvious to them.




SP Plan special eventThe participants will have varying answers as to what special event they put on, however participants should demonstrate creativity and present a thoroughly developed idea (include budget, schedule, measure of success, staffing requirements, proposed impact, etc.) Advertising, including where it would be placed Stock levels on hand Number of employees required Hours of the special event Whether rain checks will be available Security personnel Description of the event – what are the specifics of the sale, which departments, what prices/promotions, etc.

SP Plan the requirements for data analysis Plan visual merchandising activities

SP Plan/Schedule displays/themes with management CS Prepare a résumé SP Prepare a training plan CS Prepare agendas PQ Prepare bank account documents (e.g., checks, deposit/withdrawal slips, endorsements, etc.) CS Prepare company correspondence SP Prepare expense report tools CS Prepare external company correspondence SP Prepare financial data SP Prepare for cyber- and video-conferencing CS Prepare internal company correspondence SP Prepare itinerary CS Prepare materials for presentations CS Prepare personal income tax forms (i.e., 1040 EZ form) CS Prepare reports




SP Prepare simple written reports SP Prepare work breakdown structure (WBS)

Present analysis and resolutions in an organized and well thought out mannerUse a decision-making model to create a solutionExample: Define the problem Generate and evaluate alternative solutions Select a preferred solution Implementation Evaluation

CS Process customer orders CS Process customer returns SP Process immigration-related records CS Process incoming merchandise SP Process OSHA documentation CS Process returned/damaged product CS Proofread documents CS Protect against identify theft

Measures must be in place to limit access to card information – passwords, limited access, logins, firewalls, tracking of access, POS – well secured to prevent unauthorized access.Training of workers is most important – an understanding of their role in handling of credit/debit cards is vital.Adherence to all legal requirements with respect to data management.Participant could mention any of the above information as it relates to this case.

CS Protect company information and intangiblesCompany information and intangibles includes computer data and intellectual property (company secrets). Firewall Software - Firewalls are used to block and prevent unauthorized access to computer files. Firewalls prevent unwanted visitors from entering a computer system to use files,

gain personal information or destroy computer data. A good firewall should be part of a company’s computer system. Allow employees access to information which is job related only – block everything else. Any file that contains a credit card or client number, for instance, can be automatically

tagged with restrictions that encrypt it when it's put on a USB drive. Or, if that same information is shared within a company, the applicable rules might prevent those who see it from cutting and pasting any of the names and addresses.




Monitor data as it flows in and out of networks--including through USB ports, e-mail, file transfer protocol and Web browsers. Also monitor data leaving a company's network, blocking the movement of sensitive data or encrypting it.

Install software that classifies data by modeling their movement and watching for anomalies that might be signs of penetration or insider misbehaviour. Simple and effective internal threat management procedures can help prevent employee information leaks from happening to the bank. This will protect the company’s most

confidential and valuable information from being exposed to unauthorized parties Be aware of where critical corporate data is located and who has access to the data Develop an acceptable use policy for all employees that outlines appropriate use of corporate assets, information and intangible assets. This policy should outline company procedures

when a violation takes place Consistently enforce policies and procedures and revise as required Ensure there is an internal incident response plan and that the appropriate resources are available in-house to handle information loss or access by unauthorized employees or outsiders.

PQ Provide legitimate responses to inquiries. Emails need to be responded to in a timely fashion—some of the emails might be about an emergency situation All emails should be looked at three times a day—this is a priority for the business Perhaps a new person needs to be hired A plumber may need to be called for explanations about the content of the email. If the office assistant cannot answer the email accurately, he/she should have access to a plumber to

ask for help Responses to emails must be done accurately and quickly

PQ Read and reconcile bank statements PQ Recognize and overcome personal biases and stereotypes CS Recognize and respond to ethical dilemmas

The nature of ethical dilemmas is that the ‘‘right thing to do’’ is not immediately or even eventually clear. These dilemmas are problems because their resolution is neither simple nor easy and they must be confronted under time pressures as well as conflicting financial and political demands. Often the ‘‘right answer’’ comes with a price tag. Moreover, in many instances, the crucial factors underlying the dilemma are not immediately obvious. So, how can individuals better resolve these dilemmas and reduce their chance of making a mistake that they will later regret? As in many areas of life, we often fail in ethics, not because we don’t know the right answer, but rather fail to ask the right questions. To tackle ethical dilemmas and avoid making ethical mistakes, executives, managers, and professionals can use the following five questions, which, while they will not guarantee making the right decision, can help prevent making the wrong one. They are: What are my self-interests in this situation and how might they influence me? Self-interests are a natural part of human nature. They are neither necessarily good nor bad but should be

acknowledged so as to prevent you from doing something unethical. What are the interests of others and the larger society and to what extent should I take them into consideration? What would lead to the greatest good for the greatest number and to

what extent should that be my predominant criterion in this situation?




What principles and values, laws and regulations, policies and procedures, or socially appropriate behaviors do I need to consider? Are the relevant principles or processes more important than outcomes? Am I willing to apply those same principles to myself regardless of the personal consequences?

In my job or role, my personal or professional relationships, or as a member of the larger society, what are my obligations to others? How should the principle of reciprocity apply? Are my obligations sufficiently important that I would be willing to sacrifice my self-interest, a fundamental principle or the greater good?

What is in my long-term best interest and that of society in general, and how can I simultaneously meet both those commitments? Where do my long-term interests and those of others intersect, and is there a decision or action that might satisfy both?

The challenge, having asked these five questions and considered their implications, is to understand and minimize any inherent conflicts among the values and obligations that they underscore. This can be addressed by focusing on three criteria for resolving such value conflicts primacy, balance and acceptance. Primacy asks, ‘‘Which questions are most relevant to the values that are important to you and your organization in this situation?’’ Balance encourages seeking the best tradeoff if you must compromise among values. Acceptance asks, ‘‘How well will your decision and its underlying rationale likely hold up under public scrutiny?’’

PQ Recognize personal biases and stereotypes A bias is defined as prejudice in favour or against one thing, person, or group compared to another. A stereotype is defined as a widely held but fixed and oversimplified idea of a person or thing. Everyone views the world and makes decisions based on their lens of personal biases and stereotypes. Awareness of personal biases and stereotypes, and those held by international clients for or against you, can make international business interactions and transactions more

comprehensive.Recognize sources of business financingRecognize/reward employeesStudents are to outline ways to: Recognize employees i.e. a plan to implement an easy to use employee evaluation system. Supervisors to grade employees who are direct reports. Reward employees i.e. bonus for quality efficient work Explain that you appreciate and value the business that they incur

SP Recognize/Reward others for their efforts and contributions.Every employee working at your workplace – from a simple technician to a richly experienced manager expects you to recognize his/her work and appreciate the efforts he/she puts in day after day for the success of your business. Employee recognition and rewarding is a process through which employers or business owners make a conscious effort to reward and award your employees not just to acknowledge their work but also to motivate them to continue with the same passion.Employee recognition is the acknowledgment of an employee’s efforts, hard work and behavior at the workplace that have contributed to the organization’s success and objectives in some way. Both things are very important: recognizing and acknowledging these efforts, as well as rewarding employees for their fruitful efforts. Here are some ways in which you as an employer or business owner can recognize the efforts of your workplace and reward them accordingly:Day-to-day recognition – It is important to motivate and encourage employees to perform well on an everyday basis and not just on a periodic level. For example, small words of praise,




little words of encouragement and constant motivation are highly important to make your employees feel encouraged for their efforts and to maintain a positive flow of the workplace environment.Informal recognition – Informal recognition is the kind of recognition which includes gestures of encouragement and appreciation. A pat on the back or a word of praise in front of the team can go a long way in boosting the morale of the employees.Formal recognition – Formal recognition is usually in the form of rewards for service, contribution, and achievements. These recognition forms also include events held for the celebration of achievements. Formal recognition often has some legal and policy requirements.Some forms of rewards are recognition (a plaque, certificate, company newsletter etc), promotion, a gift, or cash incentives which might include profit sharing.

SP Recommend a security plan for a business SP Recommend an emergency response plan SP Recommend an incidence response plan SP Recommend improvements to business processes

Recruit new employeesRecruitment involves: Developing accurate job descriptions Compiling a “success profile” of the ideal employee for the position Advertising the job position and key qualifications required Developing a series of phone/preliminary screening questions Reviewing the resumes received and identifying the best candidates Screening candidates by phone/preliminary interview Assess potential candidates for their skills and attributes Schedule and conduct in-person interviews Select the candidate Run a background check on the individual Make your offer to the candidate

CS Reinforce service orientation through communication employees must make it clear to customers that they want to help them; the whole experience must be positive. The customer comes first. open communication from customer – employees – management (full circle) customers can be given opportunity to fill out comment cards/on-line surveys, perhaps with chance to win something/discounts train staff in proper customer service techniques, including greeting customers, asking to assist them, dealing with difficult or contentious issues/people, etc. customer service training, tips and messages to take place on on-going basis in staff meetings, employee newsletters, employee bulletin boards




employees also be given chance to fill out feedback forms, surveys, suggestionsCS Re-order/purchase office supplies PQ Report noncompliance with business health and safety regulations SP Repurpose content for social media CS Resolve problems with incoming shipments PQ Respect the privacy of others

Students may mention that there are laws governing information and personal privacy. Privacy allows us to be ourselves, to think and act without the presence, interference or judgment of others. Privacy is important to everyone, but especially to those who need support with their personal care, finances and recreation choices.To respect the privacy of others, people should: Knock and wait for permission to enter Leave people's mail and email unopened, and diaries, journals, notebooks and so on, unread. Make sure that privacy and modesty is respected during people's dressing, toileting and bathing times. Ensure that people with visitors are left alone to have that time together. Refrain from intruding on people when they are clearly spending time alone by choice. Respect confidences that have been shared with us, unless keeping silent puts someone at risk.

CS Respond to customer inquiries when responding to clients, it is important to use effective listening techniques such as: identify the purpose of the message give feedback to show understanding ask appropriate questions to gather more information listen for verbal cues try to satisfy the customers/clients’ need as quickly as possible

SP Review product packaging to improve supply chain efficiency CS Route orders SP Schedule appointments CS Screen telephone calls CS Select and use appropriate graphic aids SP Select and use display fixtures/forms




CS Select and utilize appropriate formats for professional writing Typical formats include emails, letters, forms, reports and proposals In addition to email, and mail, written communications also include social media Are written for a limited number of purposes, usually to inform (to share information) and to persuade (to build goodwill with superiors, colleagues, and customers) State a main idea and develop it with more specific verbal and/or graphic details. Memos are brief, limited in scope, and to the point Are written in a polite, respectful, formal tone Use conventional paragraphs AND bulleted lists, headings/subheadings to make information easy to find and to read Use formal grammar, punctuation, spelling, and check that the content conveys the exact meaning

SP Select confidence levels SP Select experts for employee development SP Select subject-matter experts for employee-development activities SP Select vendors

Set your criteria. ... Define your process. ... Call for bids. ... Evaluate the bid submissions. ... Monitor the supplier performance.Vendors/suppliers must provide: Reliability Provide quality Value for money (strike between cost, reliability, quality and service) Strong service and clear communication Financial security (check their credit to ensure they won’t go out of business) A partnership approach - You want your suppliers to acknowledge how important your business is to them, so they make every effort to provide the best service possible. And you're

more likely to create this response by showing your supplier how important they are to your business.You can find suppliers through a variety of channels: Recommendations - ask friends and business acquaintances Directories Trade associations Business advisors




Exhibitions Trade pressMake sure you know what you need. Don't be tempted by sales pitches that don't match your requirements. Understand the difference to your business between a strategic supplier, who

provides goods or services that are essential to your business - such as high-value raw materials - and non-strategic suppliers who provide low-value supplies such as office stationery. You will need to spend much more time selecting and managing the former group than the latter.

Spend time on research Ask around Credit check potential suppliers Price isn't everything - reliability and speed, for example Agree on service levels before you start Don't buy from too many suppliers - it will be easier for you to manage - and probably more cost-effective - if you limit the number of sources you buy from. This is particularly the

case with low value-added suppliers. ...but don't have just a single supplier – so you have an alternative supply source ready to help in difficult times

SP Sell ideas to others

SP Sell ideas to others Selling an idea involves showing others how your idea will make the “after” better than the “now”. To do this, one must be short and crisp without extra verbiage and you must appeal to the person explaining why the idea has value to that person.Decision makers aren’t really interested in your idea—at least not on its surface. They’re really interested in its underlying value and what it can do for them and the end userListen to the end users, clients and managers as we begin developing ideas—but it also pays to carefully listen to decision makers before and during the idea presentation.Know your business and your productKnow the overall plan, but don’t get bogged down in too many details.Believe in the plan and you can sell it.

CS Set financial goalsHaving multiple goals is common, including a mix of short- and long-term goals. For example, a long-term goal would be to "retire at age 65 with a personal net worth of $1,000,000," while a short-term goal would be to "save up for a new computer in the next month." On a short-term basis, families will set a monthly budget to track spending and saving. The actual amounts spent are evaluated monthly and refined. Setting financial goals helps to direct financial planning. Goal setting is done with an objective to meet specific financial requirements. For long-term goals, families will start with the end by determining how much needs to be saved. Using a conservative rate of return and the help of a financial planner or calculator, the total is divided into monthly amounts so that saving can be done on an ongoing, regular basis.

CS Set personal goals SP Set up filing system appropriate for media/documents being stored




PQ Show empathy for othersEmpathy is defined as the ability to understand and share the feelings of another. Thus, an empathetic student will try to directly relate to the customer’s feelings. Empathetic comments might include: I understand how important this is to you Acknowledge the frustration that the customer must be feeling. Explain that you too would be frustrated and upset if this happened to you. It is important that businesses anticipate possible problems and explain to the customer the steps that they can take to resolve the issue. Present in a positive way all of the things that the store will do to resolve this issue.

SP Solicit feedback The only way to really find out whether your customers are happy, and what they might be unhappy about, is to solicit feedback from them. And the more channels through which this feedback can be taken, the better – as each one has different limitations in terms of the honesty and detail that will be expressed.Face-to-face feedback - There are many ways to get feedback from customers; some can start in the restaurant. Once the customers are present the staff then become the face of the business as they are the ones that the customer will remember as they leave their feedback. Social media - Social media is an invaluable tool for getting feedback. If you inform your customers of a restaurant’s pages on various social media sites, they can easily get in touch and leave feedback or reviews. Many diners will be more likely to leave reviews on social media given the centrality of these sites to their lives and, of course, their accessibility. Social media is especially attractive for customers because they know that they will get a response. Feedback forms - The company website is a great point of contact for customers. Having a feedback box on the website is a convenient place for customers to find a direct way to contact the restaurant. Having the feedback box on the website is also useful to encourage one time visitors to the restaurant and returning visitors to leave feedback. Through this, the business can get views on customers’ experiences at the establishment and – equally as important – the owners can get feedback on the workings and usability of the website too. Tablet feedback systems - Mobile EPOS systems are becoming more common in restaurants and can be useful for gathering feedback. When there is a tabletop ordering system it can give an option to complete a feedback survey at the point of payment. This creates a no-fuss option for the customer to give feedback, as they do not have to complete any extra steps to give their opinion. These methods of feedback can be made fun for the customer as a type of mini-game. while the use of incentives to encourage them to complete the surveys will reward them for their effort. Another way that technology is being used to encourage customers to give their feedback is the use of specially designed kiosks located near the exit of the establishment. These again can be made into a fun mini-game to encourage customers to leave their feedback as they leave. Feedback from online customers - For those businesses that offer online ordering, there is another great opportunity to ask for customers’ thoughts on the service they received. Once the transaction has been completed and the customer has either picked up or had their item delivered, a follow-up email with links to a survey asking the customer how they rated the experience is a useful way, particularly for takeaway restaurants as they don’t have another point of contact with the customer if all exchanges with the customer are either by phone or online.Though it’s important not to bombard your clients with too many requests for comments and feedback, it is clearly essential for any successful business to know what their customers are happy or unhappy about. Setting up a range of different feedback channels will ensure that a wide and detailed set of customer feedback is collected. And this task will never be completed – businesses should continue to gather – and act on – feedback from consumers for as long as they wish to remain successful.




SP Solve information flow problems CS Store information for future use CS Store inventory SP Streamline work processes SP Support and maintain a multimedia website CS Support staff with assigned project-based work CS Take and relay messages SP Take minutes of meetings PQ Take responsibility for decisions and actions

Take ownership for the customer experience, and avoid placing blame even if they were not directly responsible for the eventAssure the customer that they are committed to finding a solution that will ensure they are satisfiedApologize that the customer’s expectations were not met

SP Test data for definitive associations SP Test data for definitive relationships SP Test data for meaningful differences SP Test product/service for quality SP Track expenses SP Track job applicants CS Track shipping practices SP Transfer stock to/from branches SP Translate research findings into actionable business recommendations PQ Treat others fairly at work PQ Treat others with dignity and respect SP Update knowledge management systems CS Update mail/telephone directories SP Use accounting software




SP Use advanced memory/recall methods CS Use an integrated business software application package SP Use analytical software (e.g., SPSS, SAS, Excel, etc.) PQ Use appropriate assertiveness

Being assertive means being able to stand up for your own or other people’s rights in a calm and positive way, without being either aggressive, or passively accepting ‘wrong’. Assertive individuals are able to get their point across without upsetting others, or becoming upset themselves.

PQ Use basic operating systems PQ Use conflict resolution skills

The participant may demonstrate conflict resolution skills by:• Clearly communicating the company’s policies and procedures• Effectively listening to the customer/employee’s concerns and questions• Responding appropriately to the customer/employee’s concerns and questions• Actively seeking a solution that both parties are satisfied with• Identifying when an approach or proposed solution is not working and suggest other possibilities to solve the problem• It is important to listen carefully to all sides of a situation.• Conflict can be constructive if handled properly. A customer could have just moved their business without telling you and giving you an opportunity to fix the situation.• Where appropriate, work collaboratively with the staff to brainstorm possible solutions to the problem. This way the staff will buy in to the solution. As well, they may have some

clever and creative ideas to solve it.Conflict can be avoided if steps are taken early in a discussion to diffuse anger and facilitate communication, and it can be resolved by applying a series of thoughtfully applied steps. Here are some examples of conflict resolution techniques:Stay calm. The thing that leads to conflict is escalation. What starts people escalating is their anger. Most of us stop listening to understand as we get angry. Instead, we start listening in order to argue back. Listen to understand. The only way to settle a dispute or solve any kind of a problem is to listen carefully to what the other person is saying.Accentuate the positive. It is important to find some commonalities, or create them, between you and the person on the other end. State your case tactfully. The key here is to help people understand your perspective on things without making them defensive. To the extent you can disarm them, they will be more able to hear what you are really saying. Attack the problem not the person. Your points will be heard more clearly if you can depersonalize your comments and point only at the issue.Focus on the Future, Not the Past. Rather than focusing on what went wrong or who should have done what, the secret to dispute resolution is to treat it like problem solving and focus on what can be done to resolve the problem. Once that is done, companies can look to the past tense to analyze what went wrong and how to improve quality control and efficiency.

SP Use consensus-building skills




SP Use data analysis software SP Use data visualization techniques (e.g., infographics, linked charts, etc.) CS Use multi-tasking techniques for timely completion of job responsibilities

Use networking techniques for professional growthSP Use networking techniques to identify employment opportunities.

Conduct informational interviews with your contacts and ask for referrals and for additional meetings Follow through with referrals, and always thank contacts in writing (email is fine) Create an inventory of your accomplishments, as a company, including your employment history, stability, profitability and opportunities for improvement. Keep these at hand should

a chance encounter become a contact Make a list of the assets you will bring as a prospective employer Bring business cards and a pen Write some notes so you'll remember the details on who you have just met on the business cards you collect or in a notebook When networking online, keep track of who you've emailed and where you have posted so you can follow up

SP Use power appropriately CS Use social media to enhance customer post-sales experience SP Use social media to solicit new ideas and solutions SP Use statistical data inferences to draw preliminary conclusions SP Use supply chain measures to evaluate achievement of goals SP Use time-management skills SP Use voice recognition technology to prepare documents CS Utilize cloud computing applications SP Utilize imaging software PQ Utilize job-search strategies

When conducting a job search, the initial step is to have a clear definition of what type of employment you are looking for. For example, if one is looking for an accounting position, what kind of accounting do they want to do? A person may wish to pursue a position in audit / tax or perhaps personal accounting. The search itself may follow after the search has been defined. Utilizing contacts is one means of a search; a person may develop contacts through attendance of networking events. These events can allow a person to develop relationships with others in the field and obtain specific advice. Accurately selling oneself is essential. When it comes to online profiles i.e. LinkedIn, it is important that credentials and work experience information are up to date. Doing so ensures that you attract the desired potential employers




CS Utilize note-taking strategies SP Utilize operations- and supply chain management publications (e.g., books, periodicals, newsletters) to update skills SP Utilize project-management software SP Utilize quality control methods at work

Participant’s answers may vary however responses should relate to the previous performance indicator regarding the crucial elements of a quality culture.SP Utilize resources that can contribute to professional development (e.g., trade journals/ periodicals, professional/trade associations, classes/seminars, trade shows and mentors).

Trade journals, magazines, continuing education seminars, courses, online learning, job shadowing A successful organization can generally trace its success to motivated employees. Discover what your employees want and create a way to give it to them or encourage them to earn it. When setting goals with each employee, encourage and include professional development goals

CS Validate credit history Customer has never been past 10 days past due on any debts Consistently paying a Visa and MasterCard bill, therefore building a credit history

CS Verify appointments SP Verify new hire’s employment eligibility

What are the ethical considerations involved in a corporation promoting the sale of its productsWhat are the ethical considerations involved in balancing the responsibility to shareholders and staff

CS Write a follow-up letter after job interviews CS Write a letter of application SP Write analytical reports (i.e., reports that examine a problem/issue and recommend an action)CS Write business letters SP Write code that performs data analysis (e.g., mathematical operations, string operations, truth tables, operators, control structures, call functions) SP Write code to access data repositories SP Write code to create information categories for analysis SP Write executive summaries CS Write informational messages

Student is to explain what an informational message is and to provide an example.For an effective informational message the message is presented clearly and concisely so that the listener or reader can understand it easily.Basic considerations when writing the message might include:




Know your audience Know your purpose Know your subject

CS Write inquiries SP Write persuasive messages

Presenters may come up with a specific message/slogan that they will use to persuadeMay speak about the importance of including persuasive messages in a presentation

CS Write professional emails SP Write research reports SP Write training activities

organizational direction - deca.ca€¦ · web viewword of mouth advertising (wom) is the unpaid...

Documents