Class: all Level5

Module: Organize a business

Credits:3

CCMB501:Organize a business

Content:

LU1:Identify activities to be accomplished before real business operations.

Lu2: Create a productive working environment

Lu3:Run a real business operations

LU4: Monitor and evaluate the business

LEARNING UNIT:IDENTIFY ACTIVITIES TO BE ACCOMPLISHED BEFORE REAL BUSINESS OPERATIONS

Rearning outcome 1.1:Classify raw materials.

BUSINESS REQUIREMENT: Those are the needs of the business in order to run

EXAMPLES OF BUSINESS REQUIREMENTS:

.Human resource requirements

.Financial resource requirements

.Technology resource requirements.etc……

STEPS OF BUSINESS REQUIREMENTS ESTIMATION

STEP1: DEVELOP REQUIREMENTS: REFERS to COLLECT available resources

Step2: WRITE REQUIREMENTS: Refers to list down all requirements

Step3: CHECK COMPLETENESS: Refers to the verification of the missing requirements in order to add on
the list.

Step4: ANALYZE REQUIREMENTS: Refers to make an analysis about the listed requirements

Step5: VALIDATE REQUIREMENTS: Refers to check whether the listed requirements are really priorities.

STEP6:MANAGE REQUIREMENTS: Refers to check whether all listed requirements are set according to
the customer needs.

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
BUSINESS LOCATION

a)WORKING PLACELAYOUT: The working place of your business should be attractive

b)OFFICE EQUIPMENTS: Office equipment include Computers,Printers,photocopier machine ,etc.

c)OFFICE FURNITURE: incudes Tables, chairs,cupboards,etc

PRODUCTION EQUIPMENT AND MACHINERY

Production; Is the transformation of raw materials(inputs) into finished goods(outputs)

FORMS OR TYPES OF PRODUCTION

DIRECT PRODUCTION When a person produces what she OR he will consume himself or herself.

INDIRECT PRODUCTION: When a person is producing what will be produced by others.

Ex: producing for selling

PRIMARY PRODUCTION: It is the production that provides raw materials

Ex: agriculture or farming,Mining,fishing

SECONDARY PRODUCTION; It is the production that transforms raw materials into final product

Ex: the sector which transforms sugar into sugar cane

The sector which transforms coffee into tea

The sector which transforms maize into maize floar: ex:Kinazi cassava plant

The sector which transforms sorghum into sorghum bear,etc

TERTIARY PRODUCTION: It is the se sector which provide services

Ex:Transport,Tourism,Advertisement,education,health care services,etc.

SECTORS OF PRODUCTION

Primary sector of PRODUCTION

SECONDARY sector of PRODUCTION

TERTIARY sector of PRODUCTION

START UP FINANCE

FINANCE: The finance is the provision of money at the time when it is needed by the business

SOURCES OF FINANCE/ SOURCES FUNDS/SOURCES OF INCOME/SOURCES OF CAPITAL IN THE

BUSINESS

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
From saving, From selling business shares, Fundraising from family members, From selling fixed assets,
From borrowing from friends and families,From bank loan, From government support, From salaries and
wages, From profit earnings, From official gambling, From gift, From advance of payment from
customers,etc

IMPORTANCE OF BUSINESS FINANCE

Assist in formation of new business

Allow business to grow

Allow to support other business

Provide employment

Allow to pay salaries or wages of workers

Allow to pay tax from Government

L.O1.2: RECRUIT EMPLOYEES IN LINE WITH TASK REQUIREMENTS

EMPLOYEE RECRUITMENT Refers to the process of hiring or attracting qualified workers to fill the job
vacancy.

SELECTION It is the process of choosing the best candidates over many others.

SOURCES OF RECRUITMENT/TYPES OF RECRUITMENT

2types: Internal RECRUITMENT

External RECRUITMENT

A)INTERNAL RECRUITMENT: Best EMPLOYEES are found within organization

Example: promotion

Transfer

Internal job posting

B)EXTERNAL RECRUITMENT: Best EMPLOYEES are found outside of organization

Example: DIRECT RECRUITMENT

Employment agencies

Media advertisement

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
FUNCTIONS/STEPS OF EMPLOYEE RECRUITMENT

Step1: Job description or Job design

Knowing the responsibilities of an employee who left the job

Step2: Identifying and seeking of candidates

Finding needed workers

Step3: Receiving and tracking applicants

Receiving application documents from candidates

Step4: Reference and background check

Reviewing the CV from candidates

Step5: Testing(written test)

Making the written test

Step6: Interview

Oral test

Step7: Evaluation

Choosing the best candidates over many others

Step8: Hiring

Giving an appointment letter the chosen candidates and sign contract

RECRUITMENT PROCESS

 Staffing plans and forecasting

 Write the job description and job specification
 Confirm job analysis
 Have a bidding system to RECRUIT and review internal candidates qualification for possible
promotion
 Determine the best RECRUITMENT strategies for the position
 Implement recruiting strategy3

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
FACTORS INFLUENCING EMPLOYEE'S RECRUITMENT

INTERNAL FACTORS

 Budget constraint
 PRODUCTION level
 Sales increase or decrease
 Tribal expansion plans

EXTRENAL FACTORS

 Change in technology
 Change in laws
 Unemployment rate
 Shift in population
 Shift in urban and rural areas
 Competition

PRINCIPLES OF SRATEGIC EMPLOYEE RECRUITMENT

Well defined strategy

Branding (naming)

Data based choice

Competetive remuneration

Technology and integration

LO1.3: PERFORM PURCHASING OF BUSINESS REQUIREMENTS IN LINE WITH BUSINESS PLAN

Purchasing: It is the process of getting something by paying for it

PURPOSES OF PURCHASING

 To provides raw material for Production

 To maintain stock
 To avoid stock shortage
 To provide goodies to customer when required
 To facilitate selling
 To maximize profit

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
TYPES OF PURCHASING

2Types: Centralized Purchasing

Decentralized PURCHASING

A) Centralized purchasing: Is the process of PURCHASING when the decision of PURCHASING is

taken by a single PURCHASING department
B) Decentralized purchasing: Is the process of PURCHASING when the decision of PURCHASING is
taken by all local PURCHASING department

ADVANTAGES OF CENTRALIZED PURCHASING

 Economy in recording
 Minimize investment in recording
 Cost of transport is low
 Easy to control

DISADVANTAGED OF CENTRALIZED PURCHASING

 Delay in receiving material

 The job can be stopped in the case of absence of a person in charge
 This may lead to the reduction of PRODUCTION in the company

ADVANTAGES OF DESCENTRALIZED PURCHASING

 Materials are available for any time

 The job can not be stopped in the case of absence of a person in charge
 This may lead to the increase of PRODUCTION of a company
 Materials are purchased at right time

DISADVANTAGES OF DESCENTRALIZED PURCHASING

 Lack of effective control

 Cost of transport is high
 There is no economy in recording
 High investment in recording

PRINCIPLES OF PURCHASING

5principles: Right price

Right place

Right quality

Right quantity

Right time

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
A)Right price: The good PURCHASING should be made at lowest price

B)Right place: The good PURCHASING should be made at the best supplier

C)Right quality: The good PURCHASING should be based on PURCHASING good quality of product

D)Right quantity: The good PURCHASING should be based on sufficient quantity of product

E)Right time: The good PURCHASING should be made at right time

PURCHASING PROCEDURES:

STEPS INVOLVED IN PURCHASING PROCEDURES

Step1: Identification of the needs:

Step2: Specification of the needs

Step3: Requisition of the needs

Step4: Financial authority

Step5: selection of a supplier

Step6:Establish of the price

Step7:Place order

Step8: Order received

Step9: Approved and payment of an invoice

DOCUMENTS USED IN PURCHASING PROCEDURES

 Material requisition note: Is the document written by one department to PURCHASING

department requesting needed materials
 Inquiry letter: Is the document issued by PURCHASING department to different suppliers asking
for information related to the product needed.
 Reply letter: Is the document issued by the supplier replying an inquiry letter.
 Purchase order: Is a document issued by PURCHASING department to the supplier indicating
quality, quantity and price of goods to be delivered.

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
  Goods delivery note: Is a document issued by the supplier to the buyer indicating quality and
quantity of goods sent.
 Goods received note: Is a document issued by the buyer to the supplier confirmed that the
goods have been received.
 Invoice: Is a document issued by a seller to the buyer indicating the price per unit and the total
amount to be paid by the buyer
 A receipt: Is a document issued by the seller to the buyer as the proof of payment by cash or
cheque
 A cheque: Is a document used as means of payment through the bank
 Debit note: Is a document issued by the seller to the buyer who has undercharged in the original
invoice
 Credit note: Is a document issued by the seller to the buyer who has been overcharged in the
original invoice.

FACTORSCINFLUENCING THE CHOICEVOF EFFECTIVE SUPPLIER

 Price: Choose of supplier with the lowest price of product

 Quality: Choose of supplier with good quality of product
 Service: Choose of supplier who provide quick service
 Mode of payment: Choose of supplier who accept the sales on credit
 Experience: Choose of a supplier who has an experience on market place
 Reputation: Choose of a supplier who has good reputation in market place
 Flexibility: Choose of a supplier who accept the request of customers

LU2: CREATE A PRIDUCTIVE WORKING ENVIRONMENT

L.O2.1: set a business ethical conduct

Ethical conduct/ethical behaviour: Is the application of moral principles in a given situation.

 IT means to behave according to the moral standards set by the society we live in
 Individuals that behave unethically will normally loss other people’s confidence and their
unethical behaviour should be also punished by law.

BUSINESS ethics: Set of moral RULES that govern how business decisions are made and how people are
treated

OBJECTIVES OF ETHICAL CONDUCT IN A BUSINESS

 To attract investors
 To attract more EMPLOYEES
 To attract customers
 To attract government support
 To work with responsibility
 To work with honest at the work place
 To avoid evil acts in the business

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
  To facilitate business leaders to know ethical values

RULES AND REGULATIONS OF THE BUSINESS

A)POSITIVE ATTITUDES: Set of values that the members of any organization should have

EXAPLES OF POSITIVE ATTITUDES

 Prudence
 Rigour
 Flexibility
 Patience
 Sociability
 Care
 Critical thinking
 Believe in yourself
 Be honest
 Stop blaming others

SANCTIONS PROPOSED BY THE LAW IN THE BUSINESS

 Dismiss the workers who doesn't respect terms and conditions agreed in the contract
 Punish the workers who always come late without any tangible reason
 Punish the workers who provide bad service to customers
 Punishment to the workers who do net respect their supervisors etc

Types of unethical behavior in a BUSINESS

Three 3TYPES

A. Mistreating employees
B. Financial misconduct
C. Mis representation

Mistreating employees: Refers to the bad treatment of employees by their boss.

Examples:

. Provide bod working condition to the workers.

. Not paying on time the salaries of employees.

. Not providing insurance to the employees.

. Not providing allowance to the employees.

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
 . Not providing bonus to the employees.

Financial mis conduct: Refers bad behaviour in the financial management

EXAMPLES

 Corruption
 Stealing of money
 Embezzlement of cash
 Fraudulent manupulation of account

Mis representation: Refers to the fore representation of money used

Example

 Instead of showing that 10000frw has been used, show that 15000frw been used by
lying.

Techniques of encouraging a positive ethical behaviour in business

Four4 techniques:

 Rewards.
 Policies.
 Training.
 Expectation

Ways to address unethical behaviour at the dark place/method of Handling Unethical behavior in a
business

 Punishment.
 Sensitive about ethical values
 Appreciate to same One who practices ethical behaviour

IMPORTANCE OF POSITIVE ETHICAL BEHAVIOUR IN THE BUSINESS

1. Business will increase customers

2. Business will attract investors
3. Business will increase the good reputation in the customer's mind
4. Business will increase the government support
5. IT facilitate the business to grow
6. Business will increase the profit

L.O 2.2:RESPONSIBILITIES ASSIGNMENT IN A BUSINESS

It refers to divide or to distribute tasks for every worker in the business.

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
ATTRIBUTION OF RESPONSIBILITIES:

1. Estimation of volume of tasks

2. Determination of tasks requirements
3. Allowing time to the volume of tasks.

RESPONSIBILITY ASSIGNMENT MATRIX

R.A.C.I MATRIX: Is a chart that defines and documents ownership and responsibilities at each stage of
your project.

R: Responsible

A:Accountable

C: Consulted

I:Informed

The term RAC matrix indicates four(4)PRIMARY roles within a project:

1. Responsible: Means that one person (or few people) who are responsible for completing the
assigned tasks or function
2. Accountable; The person who is accountable for successful completion of the work

(Eg: The owner of the work)

 This person approves the final work completed.

 The responsible party is accountable to this person. This role is usually filled by the project
sponsor.
3. Consulted: The people who provide necessary inputs and information on the project tasks.
 They are usually subject matter experts and play an active role in the process.

4.Informed: The people or stakeholders who need to be kept in the loop with the progress reports
and updates.

 They don't contribute directly to decisions but need to be aware of them.

Each letter represents a level of tasks responsibilities.

In other words those letters assign roles and responsibilities for each tasks .

BENEFITS OF RAC MATRIX:

1. RAC matrix helps you to set clear expectations about project roles and responsibilities
2. RAC matrix also encourages team members to take responsibilities for their work
3. IT helps to clarify roles and eliminate confusion.
4. It helps to organize,MANAGE certain people with specific tasks
5. It leads business to succeed
6. It helps each team member and stakeholders to understand their specific roles.

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
HOW TO CREATE A RAC MATRIX

Step1: list project tasks

.Meet with key stakeholders to identify every tasks

Step2: Outline project riles

Identify all the project roles ,job tittles

Step3: assign RAC responsibilities

Assign RAC ROLES(RESPONSIBLE,Accountable,Consulted,and Informed)

Step4: Finalize and approve

Share the chart with stakeholders and solicit feedback

L.O 2.3: MARCH PERSONAL CHARACTERISTICS WITH BUSINESS REQUIREMENTS

SELF assessment of time management practice:

A) SELF assessment: It is a process of analyzing oneself in terms of your ability qualities

B) Measuring gap between PERSONAL CHARACTERISTICS and the business requirements

RELATIONSHIP IN THE BUSINESS

 Business relations: Are connections between stakeholders in the process of the business

EXAMPLES OF BUSINESS STAKEHOLDERS

Employer, employees,customers,government

Stakeholders: All people who contribute to the development of the business

Shareholders: People who has invested their shares in the business in order to get the dividends

PURPOSE OF MAINTAINING GOOD RELATION SHIP WITH CUSTOMERS

 To attract customers
 To retain customers
 To increase more customers
 To advertise the business in the mind of customers
 For business expansion
 To maximize the profit

PURPOSE OF MAINTAINING GOOD RELATIONSHIP WITH SUPPLIERS

 To maintain good suppliers with good quality of products

 In order to get good products in right time
 To get products on credits
 To avoid shortage of goods in the stock

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
Ways USED TO MAINTAIN GOOD RELATIONSHIP WITH CUSTOMERS

 By providing bonus to customers

 By providing good customer care service to customers
 By providing price discount to customers
 By providing free goods delivery services to customers
 By providing good quality of products to customers
 By providing true advertisement to the customers

WAYS TO MAINTAIN GOOD RELATIONSHIP WITH SUPPLIERS

 By paying on time to the suppliers

 By talking to your suppliers regularly
 By communicating to the suppliers before the due date for payment

WAYS TO ADDRESS CUSTOMERS AND SUPPLIERS COMPLAINT

 Listen to the complaint

 Record details of the complaint
 Get all the fact
 Discuss option to fix the problem
 Act quickly
 Keep your promise
 Follow up

LEARNING UNIT 3: RUN A REAL BUSINESS OPERATION

L.O 3.1: Set a short term business goals

Business goals: Is a part of planning process that describes what a company expect to accomplish over a
specific period of time

CATEGORIES OF BUSINESS GOALS

1. Long term goals(5years and above)

2. Medium term goals(2-5years)
3. Short term goals(0-2years)

L.O 3.2: Optimize the utilization of available resources

 Business resource: It is any thing or every thing that helps a business to operate

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
TYPES OF BUSINESS RESOURCES

1. Financial resource: Money used by a business

2. Assets: Materials used by a business
3. Human resource: Skills of workers needed
4. Technology resource: Methods of PRODUCTION
5. Time resource: Time needed by the business in order to run

RESOURCE OPTIMIZATION:

Refers to the set of process and methods to match the available resources with the needed of the
company to achieve the goals

PURPOSE OF OPTIMIZING OF SVAILABLE RESOURCES

 To maximize profit
 To expand the company
 To resist on market place
 To compete others
 Future use of resources of the company
 Future vision
 To avoid loss

METHODS OF UTILIZATION OF AVAILABLE RESOURCES

1) Efficiency and effectiveness

2) Carefully MANAGE the operation of the project
3) Identify the budget constraint
4) Carry out statistical analysis

METHODS USED TO CONTROL UTILIZATION OF RESOURCES

1) PROCEDURES of using resources

2) Targeted results
3) Anticipated emergencies in planning
4) Inventory planning

IMPORTANCE OF OPTIMIZING AVAILABLE RESOURCES TO

A)Employees

 An employee will get his or her salary on time

 An employee will get sufficient salary
 An employee will get allowance
 An employee will get insurance
 An employer will get good working condition in the job
 An employee will get bonus

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
B)Business owners

 Business Owners will increase the revenue

 Their dividends will be increased
 Their business will attract more investors
 Their business will be strong
 Their business will be able to compete others
 Their business will be expanded

C)Stakeholders

 The customers will get bonus

 The customers will get discounting
 The customers will not be overcharged
 Suppliers will be paid on time
 Government will get revenue from tax on time

L.O 3.3: EMPLOY TARGETTED PROMOTIONAL AND MSRKETTING COMPAIGN

 Product promotion: Is any form of communication used to inform and remind people about an
organization goods and services
 Marketing: Refers to the activity undertaken by business to promote the buying and selling of
product or services

ASPECTS/FEATURES OF PRODUCT PROMOTION

1. Advertising a product or brand

2. Generating or creating sales
3. Creating brand loyalty /trustworthiness

ELEMENTS/TOOLS OF PRODUCT PROMOTION

1. Public RELATION
2. Advertising
3. Sales promotion
4. Personal selling
5. DIRECT marketing

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
A)Public relation: It is the way of spreading of information between an organization and the company

Example : .Government relations

.Community relations

B)Advertising: It is the process of calling public attention to an idea of goods and services through paid
announcement

C)Sales promotion: It is the marketing strategy where the product is promoted using short term
attractive to stimulate its demand and increase its sales

D)Personal selling: It is also known as face to face selling in which one person who is the sales man tries
to convince a customer in buying the products

E)DIRECT marketing: When the business sells products or services directly to the public

Example: Phone selling

Mail order,etc

PROMOTIONAL STRATEGIES

 Get the most out of social media

 Generate conversation shag
 Offer incentives with TARGETTED landing pages
 Appeal Locally and CREATE an event
 Boost your bland with education

MARKETTING COMPAIGN

It is a set of advertisements by using various MARKETTING TOOLS to target audience

ASPECTS/FEATURES OF MARKETTING COMPAIGN

1) Components of MARKETTING COMPAIGN

2) MARKETTING offer creation
3) Goal setting
4) Landing page
5) Drive traffic
6) Lead nurturing(when they are in journey advertisement)
7) End and ANALYZE your COMPAIGN
8) Views
9) Leads
10) Customers

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
MARKETTING COMPAIGN STRATEGIES

1) Clear and concise(summary) calls to action

2) Target a niche audience
3) Make it easy to share
4) Create story that speaks to all media’s
5) Inspire interactions
6) Use memorable and repeatable

FACTORS TO CONSIDER WHEN SELECTING ADVERTIZING MEDIA

1) Cost of the media

2) Language to be used
3) The speed and urgency of information
4) Kind of media used by competitors
5) The availability of the media

FORMS OF ADVERTISMENTS

 Newspapers
 Television
 Radio

IMPORTANCE OF ADVERTISMENT

 Increase the sales volume

 Increase the profit
 Helps to expand the business
 It creates good will(reputation) of the company
 Attract customers
 Attract investors

LEARNING UNIT 4: MONITOR, EVALUATE THE BUSINESS

L.O 4.1: Prepare daily report of business activities

Business daily report: It is a document prepared by employees to be submitted to their supervisors

PURPOSES OF BUSINESS DAILY REPORT

 To assists business decision making

 To transmit information
 To interpret ate and explain an event
 To communicate to the external stakeholders
 To provide solutions to the problems
 To outline plans for the following work day

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
IMPORTANCE OF BUSINESD DAILY REPORT

 It helps business leaders to plan and make strategies

 It helps shareholders to improve their investment
 It is the means of communication within the company
 It is the tool to make the change
 It is the tool for management
 It is the tool helps to improve activities

L.O 4.2: organize EMPLOYEE’S meeting

Effective employee meeting : Are gatherings in which Agenda is clearly, the meeting is carefully structed
and the participants arrive organized and prepared for the event

PURPOSE OF EFFECTIVE EMPLOYEE'S MEETING

 Assigning tasks and delegation

 Finding solutions for some problems
 Emergency crisis management
 To implement policies
 To discuss about the change
 To increase salaries
 To reduce salaries
 To implement innovation programmes
 To recruit new workers
 To dismiss workers

STEPS OF EFFECTIVE EMPLOYEE'S MEETING

Step1: Setting meeting OBJECTIVES

 By setting clear PURPOSES

Step 2: preparing meeting requirements

 By planning of seating position, preparing well the documents used in the meeting, planning the
budget of water will be used during meeting

Step3: Running EMPLOYEE’S meeting

 By setting time,date,hour and the place

WAYS TO MAKE EMPLOYEE'S MEETING MORE ENGAGED

 Facilitate suggestion session

 Stand up
 Set meeting goals together
 Offer incentives and rewards
 Set clear framework in advance

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
CHARACTERISTICS OF EFFECTIVE MEETING

 Participants must be well prepared before

 Good meeting should start and end on time
 Good meeting must allow participants to give the suggestion
 Good meeting must be prepared before
 Good meeting must have clear PURPOSE
 Document of the meeting must be prepared before

DOCUMENTS OF THE MEETING

 AGENDA; Planning for upcoming meeting

 Minutes: Record of the solutions taken during the meeting
 Notice: Planning for the next meeting

CUSTOMER IQUIRIES

Means customer satisfaction

WAYS OF GOTHERING CUSTOMER INQUIRIES

1) Ask questions
2) Investigations
3) Observations
4) Discuss with them
5) Interview

CUSTOMER NEEDS

Means customer desire for a product

TYPES OF CUSTOMER NEEDS

 PHYSIOLOGICALNEEDS/BASIC NEEDS/PRIMARY needs: Those are needs for surviving

Ex: food,shelter,clothes,water,oxygen,etc
 SECURITY NEEDS: Needs to protect your properties and your life
Ex: Insurance, bodyguards, having domestic dogs to protect your house
 SOCIAL NEEDS: Needs to make good RELATIONSHIP with others
Ex: having friends, love, etc
 ESTEEM NEEDS/EGO NEEDS: Needs of respect
 SELF ACTUALIZATION NEEDS: Needs to be super star at international level

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
L.O4.3: CONSULT TO THE BUSINESS PLAN

Business plan: Is a formal document that describes what,how,where and when to make your business

PURPOSES OF BUSINESS PLAN FOR THE BUSINESS

 To clarify business decision

 To attract investors
 To be used as a tool for management
 To avoid loss
 To identify business opportunities
 To be used as a source of business success
 To be used as a tool to achieve the business goals
 To compete other competitors
 To bring innovation programmes on market place

PURPOSES OF CONSULTING BUSINESS PLAN

 To prevent forgetting what you planned to do

 To control all process of activities as planned
 To avoid the delay of activities
 To be used as a timetable for implementation of business activities
 To facilitate to achieve the business goals

END!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER

TRAINER’S CONTACT: 0782242077.
Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER
TRAINER’S CONTACT: 0782242077.
Prepared by TRAINER: DONATE DALE BUCYANA; RUSORORO INSTITUTE /APAER
TRAINER’S CONTACT: 0782242077.