A Framework - Management of Competencies, Skills, and Standards for Small Business









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A Framework - Management of Competencies, Skills, and Standards for Small Business Owner/Operator/Entrepreneur for the Sector Councils Steering Committee

Table 5

Comparison of Skills Identified for Small Business Owner/Operator Various Standards, Studies and Programs

	Tourism - Small Business Operator (1)	RANA - management skills study - Sector Councils Summary (2)	RANA - CARS results (3)	RANA - Environmental Council results (4)	RANA - Horticulture Council results (5)
Awareness	- promote industry	know your business	know your business	know your business	-
Business Planning	- define terms - feasibility research - business start-up arrangements	- strategic planning	- set objectives - set targets	-	-
Marketing/ Sales/ Service	- definitions - prepare M.Plan - develop promotional activities - public relations	Marketing and Sales planning	- sales ability - niche marketing - customer satisfaction/ relations - promoting business - advertising strategy	- customer relations - understanding customer needs - niche marketing	manage product - customer needs - customer research
Financial Planning	- accounting terms - budget prep. - manage acct. And cost control	- basic accounting	- understand - accounting sk - performance measures - cost control -interpret data	basic accounting	basic accounting - record keeping - cash flow - cost control
Human Resources	- hire staff - train staff - supervise staff - payroll and benefits prog.	- hiring - manage time - manage stress - negotiations	- understand - negotiation sk - motivation sk - manage time - people skills - listening skills - compensation/ benefits - hiring skills	- manage time - listening skills - negotiation sk - manage stress - hiring - compensation - HR regulations	- people skills - manage time - hiring - listening skills
Business Operations	- manage off.op. - perform admin. duties - manage risk - m. Products & services	- overall planning - project management - inventory control	- performance indicator - delegate tasks - task planning delegation tasks	- organizational skills	report planning - operations planning - organization skills - delegate tasks
Professionalism	- exhibit skills - communicate - interact with customers	- communication - leadership - public relations	- communication skills information - interaction with customers, professionals and bankers, governments - presentation skills - networking	- communication skills - diplomacy	- communication skills - diplomacy
Entrepreneurial Skills	-	- risk taking	- ambition to do well -creativity	outgoing	- confidence - risk taking - visionary
Customer Relations	-	-	-	-	-
Technology	-	- computer skills	- computer skills - understanding technology for business	-	-
Other	-	-	- health and safety - industry specific	- legal - ability to access information - technical - industry specific	-

Table 6

Comparison of Skills Identified for Small Business Owner/Operator Various Standards, Studies and Programs

	Tourism - Small Business Operator (1)	Australia - Small Business Management Competency Standards (6)	The Business Development Bank of Canada(7)
Awareness	- promote industry	-	-
Business Planning	- define terms - feasibility research - business start-up arrangements	- identifying business opportunity - maintain bus. plan - setting business goals and objectives - interpret bus. plan	- establishing objectives - setting priorities - decision making--problem definition - problem solving - develop a plan - manage growth - understand the business cycle
Maketing/ Sales/ Service	- definitions - prepare M.Plan - develop promotional activities - public relations	- m. research - m. profile - customer profile - m. demand market niche - competitor analysis	- developing sales and marketing plans - knowing the competition - advertising strategy - customer profiling - meeting customer expectations - competitive analysis - how to sell
Financial Planning	- accounting terms - budget prep. - manage acct. And cost control	- evaluate return on investment - control working capital - monitor cash flow	- reading financial statements - proforma balance sheet - bookkeeping - managing operation credit - cash flow mang. - operating forecasts - cost control - bank relations
Human Resources	- hire staff - train staff - supervise staff - payroll and benefits prog.	- human resource development - HR resoulition system - HR needs and skills mataching - skills upgrading	- organize employees - hiring skills - developing staff - motivation skills - evaluation - people management - stress management - planning work
Business Operations	- manage off.op. - perform admin. duties - manage risk - m. Products & services	- product and service mix and design - product pricing strategy - create organizational structure - maximizing facilities - performance measurement	- organization strategy - operational controls (quality) - manage inventory - identify working priorities - purchasing strategy - managing growth - production strategy
Professionalism	- exhibit skills - communicate - interact with customers	-	motivation skills - leadership - communication skills - developing listening skills - leadership
Entrepreneurial Skills	-	-	- motivation (more than money) - risk taking - live with uncertainty - focus on results - willingness to grind it out - desire for independence - leadership
Customer Relations	-	- Monitor customer requirements - promote business to customer - products meet customer needs	-
Technologie	-	- review impact of technology change	computer skills - desktop publishing
Other	-	- regulatory standards - legal - monitor trends economic and political - quality systems - environmental impacts	- legal - using information - research

Table 7

Comparison of Owner/Operator Standards - Tourism Industry Competency Blocks and Major Skills Requirements

	Small Business Operator	Marina Operator	Tour Operator	Golf Manager of Operations
Awareness	- promote industry	- promote industry - access to tourism information	- importance of tourism	-
Administration	-	-	- manage finsnces - manage office	- develop policy and procedures - establish safety and security procedures - laws and regulations - monitor operations - operate office equipment
Business Planning	- define terms - feasibility research - business start-up arrangements	- define terms - developing business plan - development plans	- develop business plan - prepare plan	-
Marketing/ Sales/ Service	- definitions - prepare M.Plan - develop promotional activities - public relations	- prepare promotional activities plan - participate in promotional activities - participate in public relations activities - organize special events - handle merchandise	- prepare promotional activities - participate in promotional activities - participate in public relations activities	- identify consumer trends - oversee merchandising - establish promotional strategies - sales strategies - public relation plan - promote game of golf
Financial Planning	- accounting terms - budget prep. - manage acct. And cost control	- prepare budget - cash flow - capital budgets - monitor revenue and expenses	-	- develop budgets - establish banking relations - establish accounting procedures - payroll procedures
Human Resources	- hire staff - train staff - supervise staff - payroll and benefits prog.	- develop human resources - hiring - train staff - supervise staff	- develop human resources - hire staff - train staff - supervise staff	- human resource planning - hiring - negotiations - train staff - manage staff
Business Operations	- manage off.op. - perform admin. duties - manage risk - m. Products & services	- safety and security - maintain facilities and equip. - office operations - payroll and benefits - accounting purchasing and cash control - administrative function	-	- food and beverage operation and golf shop operation (these are two specific elements)
Professionalism	- exhibit skills - communicate - interact with customers	- leadership - manage time - problem solving - communication skills - customer interaction - risk management	- exhibit skill - communication skills	- communication skills - develop professionalism - club politics
Entrepreneurial Skills	-	-	-	-
Customer Relations	-	-	-	-
Technology	-	-	-	-
Other	-	- slip rentals - reservation procedures - process customer arrivals	- legislation - comply with legislation	course maintenance - turf - equipement - weather related planning

Table 8

Managerial Occupations General Competency Blocks

Catering Manager	Director of Human Resources	Sales Manager	Director of Sales and Marketing
professionalism	human resource planning	professionalism	leadership
communication	develop human resources	communication	attitude
food and beverage knowledge	manage employement relations	selling skills	operations and financial management
Sales	strategic planning	product and industry knowledge	marketing
function operations	renumeration	market planning	staff management (HR management)
human resource management	communication	human relations	professional development
awareness	counselling	-	interdepartmental communication
administration	health and security	-	-
legislation	manage human resources	-	-
-	interpersonal relations	-	-
-	professionalism	-	-

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