Chapter 1. Understanding The Small Business Environment.
Understanding the Small Business.
Small Business Management.
Small Business Computerization.
Operational Management Function.
The Family Business.
Basic Operating Formula.
Why the Small Business Is In Existence.
Businesses the Small Business Is Not In.
Operating Areas to be Addressed.
Economy, Efficiency, and Effectiveness.
The Initial Survey.
Chapter 2. Strategic Concepts.
Strategies for Competitive Advantage.
Other Strategies to Exploit.
Front-End Strategy Analysis.
Overview of the Strategy Development Process.
Some Basic Business Principles.
Mental Models and Belief Systems.
Situational Analysis: Planning Questions.
Chapter 3. Planning And Budgeting: Identifying The Right Direction And Staying On The Path.
Relationship Between the Planning and Budgeting Process.
Developing and Monitoring the Budget.
Chapter 4. Customer Service: Improving Customer Service.
New Customer Quest.
Servicing Present Customers.
Striving for Outstanding Customer Service.
Golden Rule of Customer Service.
Looking at Customer Service from a Fresh Perspective.
Tips for Terrific Touch-Points.
Tips for Avoiding Traps that Trip You Up
Tips for Watching Out for Traps.
Making that Great Customer Service Last: Keep the Romance in the Relationship.
Chapter 5. Cash Conversion.
Cash Conversion Basics.
Cash Conversion Objectives.
Profitability Versus Liquidity.
Chapter 6. Sales Function.
Purpose of the Sales Function.
Sales Function in Business for Itself.
Sales and Product Controls.
Mehtods of Sales.
Methods of Compensation.
Sales Information and Reporting Systems.
Performing the Sales Function Analysis.
Sales Function Desirable Practices.
Chapter 7. Cost Considerations.
Manufacturing versus Non-Manufacturing Costs.
Activity-Based Costing Overview.
Cost Reduction Analysis: Traditional Versus ABC.
Customer Cost Concepts.
Analysis of Cost Behavior.
Chapter 8. Accounting Operations: Functional Considerations.
Choosing What to Analyze.
Operational Analysis Survey Form.
Analysis of Functional Costs.
Chapter 9. Operational Reporting Considerations.
Small Business's Numbers.
Analysis of Financial Information.
Financial and Operating Ratio Analysis.
Key Operating Statistics.
Chapter 10. Internal Controls For The Small Business.
What is Business Risk?
Internal Controls as Best Practices.
Small Business Stakeholders.
Internal Control Concepts.
Internal Control Objectives.
Consideration of Fraud.
Internal Control Considerations.
How To Segregate Duties (at a Work or Activity Unit level).
Internal Control Review: The 12-Step Program.
Internal Controls for Operations.
Effective Controls by Type of Business.
Chapter 11. Information Technology Control Considerations.
Overview of Computer Operations.
Control Objectives for IT.
Common Small Business IT Control Weaknesses.
IT Control Examples.
Developing a Web Site.
Chapter 12. Organization Structure And The Role Of Management.
Organizing the Small Business.
Building the Small Business Organizations Structure.
Comparisons Between Individuals.
What Is Management?
Why Managers Fail.
Tools for Self-Appraisal.