CUSTOMER SURVEY
To provide a broad assessment of the performance of
the business from its customers’ points of view, which will
enable management to maximise sales and profits through fully
meeting the expectations of the market.
CLIENT BENEFITS
- Objective identification of
customer’s views.
- Identification of weaknesses
in the business.
- Additional competition
information.
- Identification of market
opportunities currently being missed.
- Opportunity to improve
employee training and to enhance performance.
- Good public relations
exercise.
CONTENT
- Review of current methods of
determining levels of customer satisfaction.
- Identify the key features for
success of the business in the market.
- Design a questionnaire to
measure levels of customer/client satisfaction, in
relation to the key features for success.
- Agree with the client the
content of the pre-telephone letter and telephone call
introduction.
- Select and agree a
representative sample of customers/clients.
- Telephone customers/clients
to complete an agreed questionnaire.
- Analyse results and produce a
report.
- Recommend an action plan for
the business based on the responses received.
THE SALES AND MARKETING SPRINGBOARD
Good customers are expensive to win and even more expensive to
replace.. It is therefore critical that you focus attention on
ensuring that the right potential targets for your products are
selected in the first place, that you then look after them and
make sure they become regular customers.
Do you know what your customers really
think of your products and services ? Only by taking careful note
of this feedback are you able to constantly improve both and
ensure your customers needs are met and they become regular
customers.
How focussed is your sales and
marketing activity?
- Do you know who your
potential customers are and how to reach them?
Trying to gain new business by taking a
"scattergun" approach or by trying to
be all things to all people wastes both money and
staff time.
Do you have a sales letter,
product leaflets and promotional material that really
"sells" your product?
- Brochures are
expensive to produce. Their impact and
effectiveness will be minimised if it is sent out
with an ineffective letter which is inappropriate
and fails to emphasise the customer benefits,
not just the features of your products.
Do your staff turn enquiries
into sales opportunities and follow up sales leads as effectively
as they could?
- Most of the money
(and time) spent on promotion is wasted if the
leads generated are not followed up
systematically and turned into business
When did you last ask your
customers what they think? Wilson Lee & Partners have
developed a unique programme of practical advice and training to
address these issues and benefit your business by making every
pound of your marketing budget really work for you.
THE SALES AND MARKETING
SPRINGBOARD
- Critical review of existing
marketing and sales programmes, material and advice
- Professional survey of
existing and past clients to determine the key factors
which bring success in your market
- how well your products and
customer service currently met their needs
- Identification of the key
customer benefits that will sell your products
- Proposals for improvement of
current promotional materials - letters, product
leaflets, adverts and staff training & development
needs
STRATEGIC BUSINESS REVIEW
OBJECTIVES
To provide an in-depth independent
evaluation of the current performance and circumstances of the
business and recommend a plan of action to enable its full future
potential to be achieved.
CLIENT BENEFITS
- An objective evaluation of
the potential of the business in relation to the
owner’s objectives.
- Identification of aspects of
the business that are impeding performance and might
restrict profitable growth.
- Identification of
opportunities to increase sales and profitability.
- A clear route forward to
achieving objectives.
CONTENT
- Identification of
owner’s objective(s) for the future.
- Identification of market
characteristics.
- Evaluation of recent trading
performance and current financial strength.
- Evaluation of key information
contained in management and annual accounts.
- Assessment of marketing and
sales activity.
- Assessment of operations
activities.
- Evaluation of planning,
financial, information and control systems.
- Assessment of the use and
development of human resources.
- Analysis of the Strengths and
Weaknesses of the business, the Opportunities open to it
and the Threats confronting it.
- Assessment of the total
business.
- Production of a report
incorporating the items above and a recommended action
plan.
QUALITY
AUDIT
OBJECTIVES
To evaluate the quality systems
within the business, the adequacy of their implementation against
the requirements of ISO 9000 and to recommend a plan of action
for achieving full conformance with the Standard.
CLIENT BENEFITS
- Identification of areas of
the business where improvements in effectiveness and
reductions in cost are possible.
- Motivation of personnel at
all levels to evaluate efficiency of operation and to
seek improvements.
- Increased customer
credibility.
- A clear route forward to the
achievement of ISO 9000.
CONTENT
- Review the operation of the
business and identify which part of ISO 9000 would be
appropriate.
- Undertake a comprehensive
audit of the operation against the standard.
- Identify non-conformances
within the current quality system and failures in
implementation.
- Recommend an action plan to
develop and implement a system that would enable
certification under ISO 9000 to be achieved.
INCREASED PROFITS
THROUGH EFFECTIVE STOCK MANAGEMENT
THE CUSTOMER’S VIEW:
"You can
never have too much stock"
THE FINANCE DIRECTOR’S
VIEW:
"You always
have too much stock"
Effective stock management ensures
that you keep your customers happy and the FD by using your cash
efficiently
We can help you achieve this
best practice by analysing :
- Your stock holding
policy
- Your warehousing and
distribution systems
- Your stock and
management information systems
- Your supply
arrangements (purchased or produced).
We can then ensure that you
have policies & procedures to determine:
- Optimum stock replenishment
method
- Relevant management &
control information.
Helping you to:
- Maintain timely supply to
customers
- Eliminate obsolete stocks
& waste
- Reduce stock-holding costs
- Use less cash and more
efficiently - thereby
ORGANISATION REVIEW
OBJECTIVES
To evaluate the effectiveness of
the organisational structure in meeting the current and
anticipated needs of the business and recommend a plan of action
that will provide the necessary human resources and utilise them
effectively.
CLIENT BENEFITS
- The opportunity to identify
areas of the business where an inappropriate structure is
impeding effectiveness.
- Decreased personnel
frustration and improved motivation.
- Reduced susceptibility to
unforeseen circumstances.
- Improve operational
effectiveness as the business grows or changes to reflect
market trends.
CONTENT
- Review the clarity and
practicality of the organisational structure.
- Evaluate the extent to which
the structure reflects the current and anticipated needs
of the business.
- Assess the extent to which
the relationships expressed in the formal structure are
implemented in practice.
- Assess the flexibility of the
structures in dealing with contingencies and providing
development opportunities for individual personnel.
- Recommend a plan of action
that will ensure the organisational structure meets the
current and anticipated needs of the business.
FINANCIAL CONTROL AND INFORMATION SYSTEMS
AUDIT
OBJECTIVES
To provide an independent
evaluation of the adequacy and effectiveness of the current
financial and information systems of the business in meeting
present and future needs and to enable the management to make any
modifications necessary.
CLIENT BENEFITS
- An independent evaluation of
the adequacy and effectiveness of the present systems.
- Identification of areas of
the business that are currently or potentially in
jeopardy if system needs are not fully met.
- The opportunity to see how
systems changes may improve the performance and security
of the business.
- A clear route forward,
recommended by consultants who are completely independent
of the supply of computer hardware or software.
CONTENT
- Review the systems currently
used in the key functions of the business, particularly
sales, operations and finance.
- Evaluate the adequacy and
effectiveness of systems in terms of meeting the current
needs of the business and also of good practice.
- Assess the impact on the
current systems of anticipated developments in the
business.
- Recommend any action
necessary, with time-scales, to meet the current and
anticipated systems requirements of the business
HEALTH AND SAFETY AUDIT
OBJECTIVES
To assess the adequacy of the
health and safety policies and procedures within the business,
how effectively they have been implemented and recommend a plan
of action to ensure on-going legal compliance and best practice.
CLIENT BENEFITS
- Evaluation of health and
safety management throughout the business by an objective
specialist.
- The opportunity to remedy
deficiencies which might have considerable financial and
personal implications.
- Provide a clear route forward
to high standards of health and safety management within
the business.
CONTENT
- Review the operation of the
business and identify the current and forthcoming legal
requirements which apply.
- Undertake a comprehensive
audit of policies, procedures and practices within the
operation against legal requirements and Health and
Safety Executive guidelines, including those relating to
occupational health (BS8800).
- Identify non-conformances
with current and forthcoming legislation and best
practice.
- Recommend an action plan to
ensure that any deficiencies are remedied without delay
and that policies and procedures are developed and
implemented on an on-going basis to prevent recurrences.
LOGISTICS / DISTRIBUTION AUDIT
OBJECTIVES
To evaluate the logistics and
distribution activities of the business and to recommend a plan
which will minimise costs whilst meeting customer expectations
and legal requirements.
CLIENT BENEFITS
- Confirmation of compliance or
non-conformance with legal requirements.
- Identification of
opportunities for increased cost effectiveness.
- Opportunities to improve
monitoring and control of goods and vehicles to prevent
loss or damage.
- Confirmation or otherwise
that the functions concerned meet the needs of the
business.
CONTENT
- Evaluate the
cost/effectiveness and efficiency of the following
functions:
- warehousing,
including all aspects of stockholding, movement,
manual and automated, monitoring and control
systems
- vehicle operations,
including design and acquisition, livery,
servicing, condition monitoring and security
- management and
control, including scheduling and utilisation,
stock levels, cold chain monitoring and related
systems.
- Audit compliance of policies
and procedures with legal requirements, including working
hours, vehicle operation in the UK and overseas,
temperature levels, health and safety and the extent of
implementation.
- Recommend an action plan to
remedy shortcomings and improve cost effectiveness.
ENVIRONMENTAL AUDIT
OBJECTIVES
To assess the adequacy of the
environmental policies and practices within the business and
their implementation and recommend a plan of action to ensure
on-going legal compliance and best practice.
CLIENT BENEFITS
- Evaluation of overall
environmental management by an objective environmental
auditor.
- The opportunity to remedy
deficiencies which might have a far reaching financial
and social implications.
- Provide a clear route forward
in the enhancement of environmental management within the
business.
CONTENT
- Review the operation of the
business and identify the general and specific, legal and
best practice requirements relating to environmental
impact.
- Undertake a comprehensive
audit of environmental policies, procedures and practices
within the business, including controls and records.
- Identify non-conformances
with current and forthcoming legislation.
- Identify best practice for
your business.
- Recommend an action plan to
ensure that any deficiencies are remedied without delay
and that systems are developed and implemented on an
on-going basis to prevent recurrences.
Manufacturing
Objectives
Evaluate the effectiveness of the
total manufacturing function with particular focus on:
- Organisation / people
Management & supervision, people resource levels,
work patterns, skill usage, efficiency, productivity
& training
- Systems
Estimating, planning, purchasing, stock control, drawing
control, production control & quality
- Production
Plant & machinery, layout, process flow, material
handling, storage, despatch & maintenance
- Legal Compliance
Employment, health & safety,
environment, data protection & insurance
Outcome
Recommend a plan of action which
will correct deficiencies & improve efficiency, productivity,
quality & delivery, with time-scale & responsibilities.
Client Benefits
- a specialist assessment of
the manufacturing operations
- identification of hazardous
or unlawful procedures or practices
- the opportunity to make
production cost reductions
- the opportunity to increase
efficiency, productivity & competitiveness
- the opportunity to improve
customer satisfaction, sales & profitability
- provide a clear route forward
to manufacturing process improvements
Export Marketing & e-Commerce
Objective
To review exporting requirements and the
role, if any, of your Website; either the current situation or if
limited then what would be required for successful export
customer relationships.
To recommend an action plan that will
develop a successful export business that makes appropriate use
of new technology - Information & Communications Technology
(ICT), Website & the Internet.
This Audit can be viewed as the initial
Diagnostic stage of an International Business Plan.
Content
A review to identify International
business potential & issues >
Product Marketing
- which countries offer the best
market opportunities
- market research, TPUK, Trade
exhibitions
- USPs in export markets
- specifications
- localisation
- Sales & Margin forecasts
Routes to Market
- 3rd party sales channels - Agents,
Distributors, RepCos
- direct & Online
- how will the product travel
- export COS - freight forwarding
issues
Resources
- people, knowledge, languages
- capacity
Customer
Relationships
- delivery, payment, warrantee,
servicing, communications
- Website content, features,
interactive tools
Financial Forecast
- Sales & Margin contribution
- P&L forecasts as appropriate
Client Benefits
An assessment of current ability to export, export market
opportunities, ways & means to get started. This can be
expanded to an International Strategic Marketing Plan.
- assessment of International trade opportunities
- identification of business partners / customers
- recommendations for best use of new technology
ICT, Website & e-Commerce
Contact or email: audits@wilsonlee-cambridge.co.uk