Small Business Management Toolbox
Transcript of Small Business Management Toolbox
Small Business Management Toolbox
Learner’s Guide
BSB07 Business Services Training Series 12 Flexible Learning Toolbox
Supporting resources for: BSB40407 Certificate IV in Small Business Management
22/06/09: Version 2.0
First published August 2003
Learner's Guide
Table of contents
Introduction ............................................................................................................... 1
Units of competency ................................................................................................ 1
Core units ............................................................................................................................................ 1
Elective units ....................................................................................................................................... 1
Hardware and software requirements .................................................................... 2
Hardware ............................................................................................................................................. 2
Software .............................................................................................................................................. 2
The Small Business Management Toolbox ............................................................ 3
Overview ............................................................................................................................................. 3
Navigation ........................................................................................................................................... 4
Accessibility .............................................................................................................. 7
Using the Toolbox components .............................................................................. 8
Your task ............................................................................................................................................. 8
Topics .................................................................................................................................................. 8
Self tests .............................................................................................................................................. 8
Activities .............................................................................................................................................. 9
Example businesses ........................................................................................................................... 9
References ........................................................................................................................................ 10
Details of the competencies .................................................................................. 11
BSBCUS410A Coordinate implementation of customer service strategies ...................................... 11
BSBWOR404A Develop work priorities ............................................................................................ 15
BSBSMB401A Establish legal and risk management requirements of small business .................... 18
BSBSMB407A Manage a small team ............................................................................................... 21
BSBSMB406A Manage small business finances .............................................................................. 24
BSBSMB405A Monitor and manage small business operations ...................................................... 29
BSBOHS407A Monitor a safe workplace .......................................................................................... 33
BSBSMB403A Market the small business ........................................................................................ 37
BSBSMB404A Undertake small business planning .......................................................................... 41
BSBSMB402A Plan small business finances ................................................................................... 48
Learner's Guide
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Introduction Welcome to the Learner's Guide for the Small Business Management Toolbox. This guide has been designed to help you use the Toolbox.
The Small Business Management Toolbox is designed to assist people working in or planning to work in small businesses. It is designed to provide small business owners and managers with a range of skills and competencies to enable them to establish and grow their small business ventures.
Units of competency The resources in the Toolbox cover the four core units and six possible elective units of competency required for BSB40407 Certificate IV in Small Business Management from the BSB07 Business Services Training Package.
Core units
BSBSMB401A Establish legal and risk management requirements of small business
BSBSMB402A Plan small business finances
BSBSMB403A Market the small business
BSBSMB404A Undertake small business planning
Elective units
BSBWOR404A Develop work priorities
BSBCUS410A Coordinate implementation of customer service strategies
BSBOHS407A Monitor a safe workplace
BSBSMB405A Monitor and manage small business operations
BSBSMB406A Manage small business finances
BSBSMB407A Manage a small team
Currently details of these units of competency are available at the National Training Information Service website <http://www.ntis.gov.au>. From the home page:
select Search
enter either the title (eg 'manage a small team’) or code (eg ‘BSBSMB407A’) for the unit of competency you require
and search in 'Units of Competency'.
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Hardware and software requirements
Hardware To use the learning material in this Toolbox, learners will need a computer with the following features:
IBM® compatible with a 1000 MHz processor running Windows 2000, XP, Vista, or
Apple Macintosh® with a 500 MHz processor running OSX v10.3.0 with:
o 256 Mb of RAM
o 1024 x 768 pixel display
o CD-ROM drive
o Internet access
o Sound card
Software Learners will also need the following software/plug-ins installed on their computer:
Internet Explorer 6.0 or above (http://www.microsoft.com/ ) -- OR --
Firefox 2.0 or above (http://www.mozilla.com/ ) -- OR --
Safari 1.3 or above (http://www.apple.com/ )
Microsoft® Word 97 or a similar word processing program to open and use downloadable forms, checklists and worksheets.
Adobe® Flash Player 9. If you haven't got this plug-in, you can download and install the latest free version from: www.adobe.com
Adobe® PDF Reader 6.0 or above. If you haven't got this plug-in, you can download and install the latest free version from: www.adobe.com
Incorrect versions of these applications could result in information being shown in an unreadable form or not shown at all.
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The Small Business Management Toolbox
Overview Each of the units of competency covered by the Small Business Management Toolbox presents the following set of resources.
Your task An overriding activity, requiring you to apply knowledge and skills associated with the competency.
Topics Individual content areas dealing with specific aspects of the competency.
Self tests Short quizzes targeted at each topic that allow you to measure your current understanding.
Activities Opportunities for you to apply knowledge contained within topics and develop skills in various aspects of small business management.
Example businesses
Hypothetical businesses that you may wish to use for applying concepts and principles outlined in the topics, particularly if you do not currently run a business of your own.
References Additional sources of information such as books and websites. A quick reference guide to business terms is also included.
Section 3 of this guide examines these features in more detail and suggests some tips for using each in a learning strategy.
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Navigation The Toolbox has been designed to ensure that navigation is as simple as possible. The following features have been included to assist movement around and between the resources.
The competencies screen is the first page that you see when accessing the Toolbox (ie the 'home page'). This screen provides access to all units of competency and a link to a page of useful tips for first time users.
Within each competency, all similar resources (topics, activities, self tests etc) are grouped together in separate sections, which are accessible via the top navigation bar.
First time user User receives navigation tips and general information about using the different resources available.
Competency list User selects an item to begin a unit.
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Use the links at the right side of the top navigation bar to access the following.
The Learner's Guide.
The Home page (to view another competency).
A list of Contents for the competency. This list of all relevant resources and provides single-click access to every resource within the competency.
A link to a Discussion board or chat session. This feature will only be available if your trainer has arranged for it to be set up.
The 'breadcrumb' feature has been included immediately below the navigation bar on each screen. This indicates the position of the current screen within previous resource levels of the Toolbox.
In the example shown below, the topic 'Staff plans' has several subtopics. The subtopic of the current page is 'Job descriptions'. Each level of this breadcrumb can be clicked, providing a shortcut back to a specific preceding section of the resource.
'Breadcrumb'
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Callout boxes on the right side of each screen indicate relationships between resources. For example, a callout box within a particular topic will direct you to activities or downloads pertaining to the specific content covered.
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Accessibility The Small Business Management Toolbox has been designed to comply with accessibility standards, thus allowing learners with physical or learning disabilities or special literacy needs to use the online resources. For example:
literacy needs for second language learners or those with low literacy levels have been catered for by using Plain English guidelines
layout and fonts have taken into account the needs of screen-readers for the blind and visually impaired.
visual images including Flash devices used for presentation of text, quizzes and interactive activities have alternative text provided describing and/or reproducing what they include.
NOTE: The Toolbox has been designed for learners studying competencies at Certificate IV level. These competencies require a certain level of language literacy appropriate to subject-specific vocabulary.
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Using the Toolbox components The structure of resources within this Toolbox is consistent across each of the 11 competency standards.
This section describes each of these components.
Your task When you access a competency, you are initially presented with a task requiring you to apply the knowledge and skills associated with the competency to a small business. You may choose to apply the task to your own business, another that you can access or one of the 'Example businesses' provided within the Toolbox (see below for more information).
Topics The content of each competency is provided within several topics, which address a particular aspect of the work involved.
This structure allows for easier navigation throughout the resource, providing quick access to particular areas of relevance or interest.
Topics also emphasize particular points of relevance through the use of two additional features.
Case studies demonstrate the practical applications or implications of theories and concepts presented in topics.
Mentors provide additional information to learners about particular aspects of a topic. A particular character is used as the mentor in each competency standard, in order to provide an appropriately personable voice. For example, the mentor in 'BSBOHS407A Monitor a safe workplace' is a 'Safety Rep', while the mentor in 'BSBSMB404A Undertake small business planning ' is a 'Business advisor'.
Self tests Each competency includes several self tests (or quizzes) that allow you to test your knowledge of a particular subject area at any stage while working through the Toolbox resources.
Each self test addresses the content contained within a specific topic, providing you with an opportunity to identify specific gaps in your knowledge and subsequently use the Toolbox in the most efficient manner.
It should be emphasized that a self test is not a comprehensive examination of a your knowledge of a topic. Rather, it is there to highlight gaps in your knowledge so that you can focus your learning on these areas.
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Activities The activities in each competency allow you to apply knowledge contained within topics and develop skills in various aspects of small business management.
There are several categories of activities available in the Toolbox.
Interactive activities use a variety of multimedia techniques to provide an engaging learning experience.
In accordance with web-based learning accessibility requirements, text-based alternatives have been provided for all interactive activities.
Practical activities require you to apply concepts and processes covered in the topics to practical situations within the workplace – either an actual business or one of the 'Example businesses' provided in this Toolbox.
Research activities require you to use the Internet and other sources of information to explore a specific content area in more detail.
Some research activities require learners to prepare some form of submittable document, such as a checklist or report. Your trainer will provide you with information about submitting the results for such activities (email, post, etc).
Discussion starters prompt you to reflect on particular aspects of the content and then share their thoughts with other learners. This may involve a classroom activity, participation in an online discussion board or chat session, email communication with other learners or group work. Activities can be accessed from the related theory in the Topics screens. Alternatively, all activities for a competency are listed in the Activities screen for that competency.
Example businesses The Toolbox includes various example businesses that you may wish to use for applying concepts and principles outlined in the topics. The main purpose of this feature is to provide situations for the application of tasks or activities to learners who do not have access to an actual business.
Each of these hypothetical examples provides information about the structure of the business, the staff, the nature of work undertaken and other details where required. Specific features of businesses may vary depending on the information required within each competency standard.
The example businesses found in each competency are listed below.
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Competency Example business(es)
BSBCUS410A Coordinate implementation of customer service strategies
JJ’s Maintenance Services – Cleaning and gardening services
BSBWOR404A Develop work priorities
Restora-roof – Roof tile cleaning and repairs.
Limestone Ridge Gallery – A gallery set in a heritage township.
Hokey Pokie – Suburban gaming venue with a small restaurant.
BSBSMB401A Establish legal and risk management requirements of small business
John’s photography business.
Jan and Brians' take away café.
Gus’ industrial safety supplies.
BSBSMB407A Manage a small team
Seabreeze Supermarket – Small independent supermarket in a seaside town.
BSBSMB406A Manage small business finances
Oz Collection Pty Ltd – Retailer and exporter of toys and collectors' items.
BSBOHS407A Monitor a safe workplace
New-Home Cabinets and Interiors – Small cabinet making factory.
ABC Printery.
Christie’s Copy Centre.
BSBSMB405A Monitor and manage small business operations
House Angels – Domestic cleaning agency.
BSBSMB403A Market the small business
Bob’s Surf Shop
Jill’s Gym for Females
BSBSMB404A Undertake small business planning
Metro Tilers
BSBSMB402A Plan small business finances
Oz Designz – A manufacturer of ‘modern furniture with style’.
References Each unit of competency contains a list of references that you may find useful for completing specific activities or researching topics of interest. These may include books, journals, websites and other sources of further information.
There is also a quick reference guide to business terms. This is a download document that can be viewed on the screen or printed out. The quick reference guide is the same for all competencies.
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Details of the competencies
BSBCUS410A Coordinate implementation of customer service strategies The materials in this competency aim to give you the skills and knowledge needed to advise on and carry out customer service strategies, evaluate customer service strategies on the basis of feedback and design strategies for improvement.
Your learning map for this competency
Topics Download documents Activities
Communicating with your customers
Principles of communication
Active listening Communication tips Listening
Customer service
Assertive communication Tips for assertive communication
Assertive communication
Face to face communication
First contact
Telephone communication
Complaints Dealing with complaints Telephone communication
Barriers to effective communication
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Topics Download documents Activities
People with special needs
People with limited English
People with hearing and vision impairments
Disability services
Customer service strategies
Internal and external customers
Customer profiles Customer needs and wants
Customer expectations Customer expectations
Best practice
Models
Meeting customer expectations
Options to improve customer service standards
Establishing service standards
Four levels of customer service in a restaurant
Monitoring customer satisfaction
Customer service standards
Customer service benchmarks
Customer service charter
Customer services standards
Customer service benchmarks
Customer charter
Policies and procedures Refund policy
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Topics Download documents Activities
Complaints Positive and negative resolutions
Common problems relating to customer service
Research skills
Resources
Target group
Sample size
Questions
Number of questions
Guidelines for overall format
Sample survey
Tips for writing questions
Sample survey
Sample survey
Improving a survey
Delivery
Results
Analysing your survey data
Sample survey results
Computer software
Presenting findings
Business technology
Written reports
Informal reports
Reports
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Topics Download documents Activities
Making changes
Best practice
Strategies to improve delivery of products and services
Customer friendly systems
Teamwork
Culture Business culture
Training and mentoring
Training plans
Rewards
Problem solving
Four main steps in dealing with complaints
Review
Relevance to other competencies
Useful additional material for this unit may be found in the following competencies.
BSBSMB401A Establish legal and risk management requirements of small business (Regulations)
BSBSMB407A Manage a small team (Staff management)
BSBSMB405A Monitor and manage small business operations (Quality assurance, as well as Systems and benchmarking)
BSBSMB403A Market the small business (Market analysis and research, as well as Marketing planning)
Some of the material in this competency is also relevant as useful additional material for the competency 'BSBSMB404A Undertake small business planning '.
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BSBWOR404A Develop work priorities The materials in this competency aim to give learners the skills and knowledge required to plan their own work schedules and to monitor and obtain feedback on their own work performance and development.
Your learning map for this competency
Topics Download documents Activities
Planning your own work schedule
Work patterns
Work objectives
Scope of work objectives Classifying work objectives
Your own work objectives
Work priorities Priorities in a small business
Priorities in the workplace
Factors affecting work objectives
Client needs
Resources
Targets
Organisational or legislative requirements
Unforeseen factors
Needs of your clients
Effect of resources
Resources to be considered
Targets
Organisational and legal requirements
Contingency plan
Short-term and long-term planning
Short-term and long-term planning
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Topics Download documents Activities
Planning methods
Planning technology
Traditional planning aids
Personal planning methods
Workgroup planning methods
Planning aids and methods
Technologies for planning
Processes for your own planning
Planning a work schedule
Developing effective workgroup plans
Planning strategies for your workgroup
Monitor own work performance
Forms of assessment
Methods of monitoring performance
Performance appraisal
Self assessment Employee assessment checklist
Feedback
Obtaining feedback
Questionnaires and surveys
How feedback is used
Sample customer satisfaction survey
Sample survey and Critique of sample survey (for activity)
How others rate your work
Performance appraisal in your workplace
Improving a survey
Mentoring
Identifying variations in the quality of services or products
Carcass defect recording sheet
Quality control
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Topics Download documents Activities
Coordinate professional development
Determining development needs
Units of competency Units of competency
Personal knowledge and skills
Sources of learning Sources of learning
Planning the training activities
Priorities
Choosing the right provider
When can the training happen?
Try to think ahead
Career development
Keeping records of achievement and assessment
Keeping records
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BSBSMB401A Establish legal and risk management requirements of small business The materials in this competency aim to enable you to identify and comply with legal and administrative requirements applicable when setting up or running existing micro and small businesses.
Your learning map for this competency
Topics Download documents Activities
Structures, names, licences and permits
Overview activity – Business requirements
Structures
Other examples
Business structure
Business names and numbers Business names
Licences and permits Licences and your business
Legislation
Intellectual property
Protecting your ideas and image
Intellectual property examples
Consumer legislation
Australian Competition and Consumer Commission (ACCC)
Consumer legislations
Australian Competition and Consumer Commission (ACCC)
Manufacturers product liability
Consumer credit code
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Topics Download documents Activities
Law of Tort Trespass
Law of Contracts
Employment
Conditions of employment
Wages
Other Award issues
Employment and dismissal
Sexual harassment
Awards
Sexual harassment
Anti-discrimination and equal opportunity
Superannuation Superannuation
Unions Unions
Occupational health and safety (OHS)
Workers compensation
Risk protection
Environment
Renting business premises
Home business from rented premises
Legal requirement for leased premises
Leasing rights
Home based businesses By-laws for your business
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Topics Download documents Activities
Property insurance
Income protection Income protection
Public liability
Car insurance
Record keeping
Legal documents
Financial records Record keeping systems
Taxation
Personnel records
Occupational health and safety (OHS)
Relevance to other competencies
Useful additional material for this unit may be found in the competency 'BSBOHS407A Monitor a safe workplace'.
Some of the material in this competency is also relevant as useful additional material for the following competencies.
BSBSMB407A Manage a small team
BSBSMB406A Manage small business finances
BSBSMB404A Undertake small business planning
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BSBSMB407A Manage a small team The materials in this competency cover planning and managing staff. They involve industrial relations, staff selection, staff records, induction, training and team development to enhance business operations.
Your learning map for this competency
Topics Download documents Activities
Staff plans
Identifying staff requirements Business plans
Organisational structure Organisational structure
Job requirements
Staffing mix
Job descriptions Sample job description Job descriptions for staff
Person specifications Person specifications Person specifications
Forming your team
Recruiting staff
Government assistance
Advertising
National standards
Selection criteria
Resumes
Selection
Advertising regulations
Newspaper advertisements
Design advertisements
Employing friends and family
Who would you shortlist?
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Topics Download documents Activities
Interviewing Sample job application form
Questions to ask in a job interview
Open and closed questions
Reference checking
Staff records
Systems
Grievances
Sample employee leave form
Induction programs
Industrial relations
Regulations
Awards
Common Law
Awards
Legal standards
Employment conditions Negotiating an Agreement
Associations
Management styles
Team meetings Running meetings
Sharing information and ideas
Leading a team
Leadership roles
Leadership roles
Choosing an appropriate management style
Difficult situations Tips for tricky times Handling difficult situations
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Topics Download documents Activities
Staff management
Review team performance Team performance review
Individual performance reviews
Training and development
Training plans
Meet training needs Training tips
Policies and procedures
Policy contents
Getting help
Sample policy and procedure manual
Recruitment policy
Occupational health and safety (OHS)
Changing needs in staffing
Contingency plan Contingency planning checklist
Contingency plans
Counselling, disciplinary and dismissal procedures
Procedures for terminating employment
Termination of employment
Relevance to other competencies
Useful additional material for this unit may be found in the competencies.
BSBSMB401A Establish legal and risk management requirements of small business (Record keeping)
BSBOHS407A Monitor a safe workplace
BSBSMB405A Monitor and manage small business operations (Management systems)
BSBSMB404A Undertake small business planning (Staffing)
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BSBSMB406A Manage small business finances The materials in this competency aim to give learners the skills they need to implement, monitor and review strategies for the ongoing management of finance in a small business. It also includes day-to-day financial management of the business.
Bookkeeping as such is not taught in detail in this competency but is referred to. For this course, learners need enough to be able to talk to and meet the needs of bookkeepers and accountants. Any learner interested in finding out more than this should consider taking a course dealing specifically with bookkeeping.
The topic ‘Managing your business cashflow’ is identical to the topic of the same name in the competency ‘BSBSMB402A Plan small business finances ’.
Your learning map for this competency
Topics Download documents Activities
Keeping the books
Tax and legal obligations
Record keeping
The importance of good record keeping
Basic bookkeeping
Basic accounting concepts
Business transaction and source documents
Purposes of bookkeeping
The cashbook and supporting journals
Example journals Basic bookkeeping
Double entry bookkeeping The basic rules of double entry bookkeeping
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Topics Download documents Activities
The bank reconciliation
Preparing a bank reconciliation
Possible causes of bank reconciliation error
How to prepare a bank reconciliation
Bank reconciliation statements
Financial statements
Balance sheets Fixed business assets
Capital Balance sheet of Beatrice Stow
Profit and Loss Statements
Balance day adjustments
Sample profit and loss statement
Ratio Analysis Ratio analysis
Working Capital
Calculating working capital (Example 1)
Calculating working capital (Example 2)
Calculating working capital (Example 3)
Insufficient working capital
Working capital
Cash cycle
Financial ratios
Tracking overdue accounts
The debtors aging report
Financial ratios
Financial Stability Ratios Financial stability ratios
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Topics Download documents Activities
Managing your business cashflow
How cashflow works
Components of cashflow Stock levels
Cashflow budget
What the cashflow budget shows
Preparing a cashflow budget
Estimating sales
Estimating cash inflows
Estimating cash outflows
What goes where
Entering data into a cashflow budget
Cashflow forecast
Taxation requirements
Business or hobby Business or hobby?
Business structures
Australian Business Numbers (ABNs)
Australian Business Numbers
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Topics Download documents Activities
Tax File Numbers (TFNs)
Employees and Tax File Numbers
Tax File Number (TFN)
Withholding declaration
Goods and services tax (GST)
Pay As You Go (PAYG) withholding
Payment timing
Payment summaries
Tax tables
PAYG instalments
Fringe Benefits Tax (FBT)
Wine Equalisation Tax (WET)
Luxury car tax (LCT)
Diesel grants
Pay As You Go (PAYG) instalments
Entities affected by the PAYG instalments
Payment levels
Capital gains tax (CGT) Capital Gains Tax
Non-commercial losses
Alienation of personal services income
Alienation of personal services income
Superannuation guarantee
Business expenses Business expenses
Working from home Home office expenses
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Topics Download documents Activities
Rules and regulations affecting business finances
Occupational health and safety WorkCover
Environmental issues
Workplace relations Employment relations Awards
Staff records
Relevance to other competencies
Useful additional material for this unit may be found in the following competencies.
BSBSMB401A Establish legal and risk management requirements of small business
BSBOHS407A Monitor a safe workplace
BSBSMB404A Undertake small business planning
Some of the material in this competency is also relevant as useful additional material for the following competencies.
BSBSMB405A Monitor and manage small business operations
BSBSMB402A Plan small business finances
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BSBSMB405A Monitor and manage small business operations The materials in this competency are concerned with the operation of a business and with the implementation of the business plan. Strategies presented involve monitoring, managing and reviewing operational procedures of a small business.
Your learning map for this competency
Topics Download documents Activities
Management systems
Business operations
Performance measures
Time-lined action plan
Cashflow projection
Annual planning wall charts
'To do' lists
project management systems
gantt charts
flow charts
software programs
Gantt charts
Flowcharts
Monitoring systems
Computer software programs
Staff management systems Outsourcing in your business
Performance appraisals
Key performance indicators
Appraisal meetings
Specialist skills
Your job description
Informal performance indicators
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Topics Download documents Activities
Stock control
Methods of production
Managing retail stock
Production methods
Stock reserves
Ordering systems
Finance
Banking
Monitoring business expenditure
A sample cashflow statement
Quality assurance
Quality control
Benchmarking
Quality control methods
Personnel quality
Quality of materials
Quality control
Production processes Production process checklist
Customer service
Customer charters
Service quality and customer service
Industry codes of practice
Professional associations
Trade associations
Codes of practice
Standards Australia Certification of standards
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Topics Download documents Activities
Legislative requirements
Anti-discrimination and equal employment opportunity (EE) laws
Occupational health and safety (OHS) laws
Agreements
Environmental laws
Innovation
Risk and innovation
Systematic innovation
Staff culture
Competition
Finance
Risk management
A risk management plan
Insurance Public liability insurance
Identifying risks Identifying risks
Controlling the risks Identifying a risk in your business
Managing ergonomic risks
Financial risks
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Topics Download documents Activities
Occupational health and safety procedures and responsibilities
Machinery, tools and equipment
Hazardous substances
Non-physical environment
Safety signs and notices
Networking
Business promotion
Techniques for networking Business card design
Networking in chat rooms
Networking opportunities
Maintaining networks
Relevance to other competencies
Useful additional material for this unit may be found in the following competencies.
BSBSMB401A Establish legal and risk management requirements of small business
BSBSMB407A Manage a small team
BSBSMB406A Manage small business finances
BSBOHS407A Monitor a safe workplace
BSBSMB403A Market the small business
BSBSMB404A Undertake small business planning
Some of the material in this competency is also relevant as useful additional material for the following competencies.
Coordinate implementation of customer services strategies
BSBSMB407A Manage a small team
BSBSMB404A Undertake small business planning
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BSBOHS407A Monitor a safe workplace The materials in this competency aim to make learners aware of their responsibilities to implement and monitor Occupational Health and Safety policies (OHS), procedures and programs within their business to meet legislative requirements.
Your learning map for this competency
Topics Download documents Activities
Rules and regulations Proactive safety strategies
Injuries and accidents in the workplace
The cost of accidents and injuries
The accident pyramid
Common causes of accidents
The purpose and aims of the Act
The duties of employers
The duties of employees
The duty of others
Safety at work
Acts and Regulations, Codes of Practice and Australian Standards
Acts
Regulations
Codes of Practice
Australian Standards
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Topics Download documents Activities
Safety representatives and committees
Work groups
Health and safety representatives
Health and safety committee
Designated work groups
Health and safety policy
What is a policy?
The role of WorkCover officers
The power of WorkCover officers
What do WorkCover officers look for?
Safety inspection checklist Machine safety
Safety inspection
Identifying hazards Office safety check
Workshop safety check
Physical hazards
Mechanical hazards
Slips, trips and falls
Noise
Temperature
Electrical
Safe machinery checklist Safe machinery check
Workplace noise
Temperature hazards
Electrical safety
Chemical hazards Chemicals checklist Chemicals check
Radiation hazards
Ergonomic hazards Survey the work tasks
Psychological hazards Psychological hazards
Biological hazards
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Topics Download documents Activities
Controlling hazards Office safety check
Workshop safety check
Who assesses the risk? Hazard assessment checklist
Setting up a committee
How is the risk assessed? Assessing a hazard
Setting priorities
Methods of controlling hazards
Elimination
Substitution
Enclosure/isolation
Engineering methods
Work practices
Administrative controls
Training and education
Personal protective equipment
Hierarchy of controls
Hierarchy of second level controls
Documenting a risk assessment Risk assessment Documenting risk
Training and involving staff
Identifying training needs Training needs assessment checklist
Training needs assessment
Conducting training
Crucial elements of effective training
Work group assessments and training
Interview checklist Safety training in a work group
The culture of the workplace Attitudes in your workplace
Learner's Guide
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Relevance to other competencies
Some of the material in this competency is also relevant as useful additional material for the following competencies.
BSBSMB401A Establish legal and risk management requirements of small business
BSBSMB407A Manage a small team
BSBSMB406A Manage small business finances
BSBSMB405A Monitor and manage small business operations
BSBSMB404A Undertake small business planning
Learner's Guide
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BSBSMB403A Market the small business The materials in this competency aim to give you the skills needed to develop and implement marketing strategies and monitor and improve market performance.
Your learning map for this competency
Topics Download documents Activities
Marketing planning Sample marketing plan
Marketing
The business plan
The marketing plan Sample marketing plan
Marketing goals Psychographics
The SWOT analysis New business opportunities
Your own SWOT analysis
Marketing segmentation
Implementation, evaluation and control
Advertising strategy
Learner's Guide
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Topics Download documents Activities
Market analysis and research
Market research checklist Researching the market
Marketing information approach
The six steps of the marketing information approach
Types of market research
Secondary external research
Seconddary internal research
Primary research
Qualitative and quantitative research
Sources of secondary external material
Secondary external research
Survey techniques
Customer satisfaction survey
Understanding the customer
Understanding the customer relationship
Interviewer influence
Customer satisfaction survey
Competitor analysis
Observational research
'Grass roots' information systems
Customer complaints
Sales team training
Learner's Guide
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Topics Download documents Activities
Marketing mix
Product
Price
Place Place strategies
Place and the Internet
Promotion
Market communication goals
The marketing communication mix
Television commercials
Evaluation
The marketing audit Accounting packages
Analysis of sales volume
Total sales volume
Analysing sales volume by territories
Sales targets and demand fluctuations
Sales by products
Benefits analysis by size of order
Territorial decisions
Problems involved in cost analysis
Findings from volume and cost analysis
Test marketing
Customer satisfaction Customer dissatisfaction
Learner's Guide
© Commonwealth of Australia | Licensed under AEShareNet – S Licence Page 40
Relevance to other competencies
Useful additional material for the task in this unit is found in the competency 'BSBSMB404A Undertake small business planning '.
Some of the material in this competency is also relevant as useful additional material for the following competencies.
BSBCUS410A Coordinate implementation of customer service strategies
BSBSMB405A Monitor and manage small business operations
BSBSMB404A Undertake small business planning
Learner's Guide
© Commonwealth of Australia | Licensed under AEShareNet – S Licence Page 41
BSBSMB404A Undertake small business planning The materials in this competency aim to give learners the skills they need for researching and developing a business plan to achieve business goals and objectives.
Your learning map for this competency
Topics Download documents Activities
Your task Business plan template
The reasons for planning Is it worth starting a business?
Jo starts a business
Start-up Lending money to a friend to start a business
Repositioning Factors affecting position
Franchising Survey franchise operators
Consolidating or downsizing
Departmental planning Departmental strategic plans
What is a business plan? A business plan for staff
Different types of business plans and purposes
What business plans apply
Learner's Guide
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Topics Download documents Activities
General layout
Executive summary
Business description
Mission, goals and objectives
Marketing research (current and future business envionment)
Marketing strategy and tactics
Production/service operatiion plan
Financial plan and cashflow forecast
Progress monitoring strategies
Conclusions and recommendation
Appendices
Business monitoring strategies checklist
Executive summary
Writing a business description
Mission, goals and objectives
Marketing strategy and tactics
Progress monitoring strategies
Examples of business plans A business plan for staff
Mission, goals and objectives
Missions, goals and objectives
Classifying mission, goals and objectives
Mission
Goals
Objectives
Developing a business plan
Finding key information
Learner's Guide
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Topics Download documents Activities
The main information areas
Customer needs
Resources – human and physical
Federal, state and common law requirements
Trade associations and industry influences
Matching research to business plan objectives
The financial section
Sources of finance
Cost of finance The cost of finance
Liquidity
Cashflow forecast
Blank business cashflow Your own business cashflow forecast
Profitability Profitability
Wealth
Monitoring progress
The marketing section
Marketing concept Matching services to needs
Marketing research
Learner's Guide
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Topics Download documents Activities
Marketing strategies
Market penetration
Market development
Competitive advantage
Market niche
Marketing strategies
Benefits and attributes
Intellectual property Searching for a business name
Promotions
Advertising
Face to face selling
Sales promotions
Public relations and publicity
Promotions mix
Selling and customer service methods
Customer services policies
Location and distribution
Getting the mix right
The operations section
Scheduling Scheduling the promotions mix
Achieving goals and objectives
Efficiency versus effectiveness Efficiency versus effectiveness
Legal structure What's your business structure?
Learner's Guide
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Topics Download documents Activities
Occupational health and safety (OHS)
Occupational health and safety (OHS) for your business
Monitoring progress Key performance indicators for your business
The staffing section Staffing
What's a business without people?
Internal versus external customers
Internal customer service
Best practice in human resource management
360 degree performance appraisal
teamwork
valuing soft assets
Human resource management
Industrial relations, EEO and anti-discrimination
Employing people
WorkCover, superannuation and holidays
WorkCover and superannuation
Succession planning Succession planning
Tapping specialist services
Costs and benefits of consultants Pros and cons
Learner's Guide
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Topics Download documents Activities
Who's essential and how to use them effectively
Accountants
Lawyers
Financial planners
Business mentors or coaches
Computer specialists
Advertising agencies
Employment agencies
Business plan consultants
Staff training consultants
Performance appraisal consultants
Occupational health and safety (OHS) consultants
Risk in business
Definition of risk What is risk?
Why risk is different for different people and businesses
Insurance and risk
Risk management strategies
Insurance
Market intelligence
Diversification
Taking risks
Occupational health and safety (OHS) planning to minimise risks to staff
Occupational health and safety (OHS) improvement plan
Contingency plans (tips and tricks for handling risk)
Contingency plans
Learner's Guide
© Commonwealth of Australia | Licensed under AEShareNet – S Licence Page 47
Relevance to other competencies
Useful additional material for this unit may be found in the following competencies.
BSBCUS410A Coordinate implementation of customer service strategies
BSBSMB401A Establish legal and risk management requirements of small business
BSBOHS407A Monitor a safe workplace
BSBSMB405A Monitor and manage small business operations
BSBSMB403A Market the small business
BSBSMB402A Plan small business finances
Some of the material in this competency is also relevant as useful additional material for the following competencies.
BSBSMB403A Market the small business
BSBSMB407A Manage a small team
BSBSMB405A Monitor and manage small business operations
Learner's Guide
© Commonwealth of Australia | Licensed under AEShareNet – S Licence Page 48
BSBSMB402A Plan small business finances The materials in this competency aim to give you the skills they need to develop a financial plan to support business viability.
The topic ‘Managing your business cashflow’ is identical to the topic of the same name in the competency ‘BSBSMB406A Manage small business finances’.
Your learning map for this competency
Topics Download documents Activities
Business viability
Personal financial position Personal financial worth
Monthly financial commitment
Starting a new business Start-up costs
Purchasing an existing business
Buying a franchised business Buying a franchise
Business establishment costs
Determining working capital needs
Determining working capital needs
Working capital
Business legal structures
Budgeting and control
The budgeting process
Learner's Guide
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Topics Download documents Activities
Operating budgets
The research and development budget
The sales budget
The production budget
A production costs budgetp
The purchasing budget
The human resources budget
The administration and finance budget
The budgeted income statement
Research and development
Sales budget
Production costs budget
The purchasing budget
Human resources budget
The administration and finance budget
The financial budget
Asset management strategies
Buying capital assets
Leasing capital assets
Costing and pricing for your business
Formulas for costing and pricing calculations
Sample pricing calculations
Business costs
Cost volume profit analysis
Total fixed costs
Total variable costs
Mixed or semi-variable costs
Step costs or semi-fixed costs
Learner's Guide
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Topics Download documents Activities
Contribution margins and breakeven points
Breakeven calculations (old Magz 4U activity)
Formulas for costing and pricing calculations
Sample pricing calculations
Sales revenue
Chargeout Rates Peter's chargeout rate calculation
Chargeout rate
Retailer markup
Calculation of markup
Sensitivity analysis
Retail markup
Managing your business cashflow
How cashflow works
Components of cashflow Stock levels
Cashflow budget
What the cashflow budget shows
Preparing a cashflow budget
Estimating sales
Estimating cash inflows
Estimating cash outflows
What goes where
Entering data into a cashflow budget
Cashflow forecast
Taxation
Business or hobby? Business or hobby?
Business structures
Australian Business Number (ABN)
Australian Business Number (ABN)
Tax File Number (TFN)
Employees and Tax File Numbers (TFNs)
Tax file number (TFN)
Withholding declaration
Goods and Services Tax (GST)
Learner's Guide
© Commonwealth of Australia | Licensed under AEShareNet – S Licence Page 51
Topics Download documents Activities
Raising finance
Debt funding versus equity investment
Debt capital and equity capital sources
Debt capital
Equity capital
Debt finance Debt finance
Equity finance
Choosing between debt and equity
Debt products
Features of debt products Choosing debt or equity finance
Taxation implication of debt products
Preparing to seek finance Seeking finance
Relevance to other competencies
Useful additional material for this unit may be found in the competency 'BSBSMB406A Manage small business finances'.
Some of the material in this competency is also relevant as useful additional material for the competency 'BSBSMB404A Undertake small business planning '.