F. Operations
Skill 1. Manage Office Operations
- 1.1 describe benefits of using technology
- a) helps manage workload
- b) saves time
- c) increases accuracy
- d) increases efficiency in:
- keeping records
- taking inventory
- e) extends reach of business in inexpensive way, e.g. 1-800
number
- f) allows maximum exposure for minimum cost, e.g. web site
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- 1.2 monitor administrative functions
- a) ensure administrative functions are completed, including:
- records:
- payroll
- distribution lists
- personnel
- marketing information
- inventory
- sales
- maintenance
- financial
- purchasing
- security
- receivables
- licence and insurance
- buying and maintaining equipment
- buying supplies
- maintaining:
- communication systems, e.g. telephone, answering machine,
voice mail, e-mail
- storage systems, e.g. filing documents
- b) evaluate office functions:
- make adjustments as required
- c) review calendar of office operations, e.g. daily cash, quarterly
tax remittances, annual licence renewal:
- revise calendar as necessary:
- communicate changes to employees
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- 1.3 implement policies and procedures
- a) review existing policies and procedures:
- consider external influences, for example:
- potential legal liability
- insurance requirements
- labour standards
- lease restrictions
- b) ensure employees know and understand credit policies and
procedures:
- consider internal influences, e.g. work practices
- c) identify areas of concern or opportunities for improvement:
- generate ideas, for example:
- seek input from employees
- consult with other operators, trade associations and
professional sources
- review feedback from clients
- d) obtain approvals, if necessary, e.g. from business partners
or board of directors
- e) prepare revised policies and procedures in written format,
indicating:
- changes in operations
- effective date
- f) communicate changes to stakeholders
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- 1.4 maintain records system
- a) review records storage system
- b) follow proper procedures for back-up of electronic files,
e.g. make two copies
- c) keep records accurate and current, for example:
- store or delete outdated records, e.g. as required by law
- update
- e) ensure records are secure, e.g. store essential records off-site
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- 1.5 administer payroll
- a) record payroll information for each employee, including:
- length of pay period
- rate of pay
- time worked during pay period, e.g. hours, days
- rates for:
- commissions
- incentive plans
- disbursement of gratuities, if applicable
- deductions, e.g. income tax, Employment Insurance, benefit
plan, cash advance, pension plans
- special arrangements, if required, e.g. RRSP, direct deposit,
vacation pay
- b) prepare payroll
- c) distribute to staff
- d) update records
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- 1.6 administer benefit program
- a) submit employer and employee contributions as required, for
example:
Canada Pension Plan Employment Insurance health care Workers’
Compensation
- b) submit claims as required:
record particulars, e.g. name, date, amount forward claim to
insurer update records, e.g. date forwarded and received
- c) review benefit program annually:
compare value to cost obtain employees’ feedback
- d) follow up as required, e.g. continue or replace benefit program
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- 1.7 monitor cash control procedures
- a) review accounts payable procedures, e.g. payroll, benefits
program
- b) review accounts receivable procedures:
- payment terms, e.g. prepaid, COD, 30/60/90-day terms
- c) review credit policies, for example:
- develop application forms
- determine authority to permit credit
- set credit limits
- d) review purchasing guidelines, for example:
- procedures for suppliers
- products and quantities to be purchased
- tax exempt and taxable products
- preferred suppliers and alternates
- discounts
- volume incentives
- when approval is required
- e) review cash handling guidelines, for example:
- petty cash system
- amount of cash kept on premises and how it is secured
- authority for removal of cash and delivery to accounting
department
- policy for acceptance of:
- cheques, e.g. personal, business, traveller’s
- credit cards
- debit cards
- foreign currency
- government cheques
- house accounts
- money orders
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- 1.8 administer accounts receivable procedure
- a) use pre-numbered invoices which specify:
- GST registration number
- customer name and address
- description and name of products and services
- price, including taxes and service charges
- terms of payment
- discounts for early payment
- amount of interest charged on late payments
- method of payment
- sales person name/identification number
- date of sale
- b) process invoice immediately following sale
- c) send invoice to customer
- d) record receivables in ledger
- e) update customer file
- f) send statements to customer
- g) collect payment:
- note day received
- enter payment into system
- issue receipt
- h) review outstanding receivables monthly:
- age accounts, e.g. on 30, 60, 90 and 120 days:
- calculate interest charges
- i) collect outstanding receivables, e.g. use collection agency,
file in small claims court
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- 1.9 administer accounts payable procedure
- a) set aside time to process accounts payable, e.g. weekly,
monthly
- b) determine amounts owed:
- separate GST from payables
- compare invoices to purchase orders and statements
- reconcile tax assessments:
- investigate and appeal discrepancies
- c) prioritize payments, e.g. identify discounts and penalties,
pay suppliers first
- d) issue cheques:
- ensure that sufficient funds are in bank account
- record particulars on cheque stubs or record sheet
- e) record cheque numbers and dates paid on invoices and statements
- f) mail cheques
- g) enter payment into system
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- 1.10 administer petty cash/payout system
- a) determine documentation necessary to obtain petty cash float
or payout system, e.g. purchase order, ledger entry, cheque, petty
cash voucher
- b) secure petty cash float, e.g. in cash box or safe
- c) identify criteria for:
- disbursing petty cash, for example:
- who can authorize disbursements
- use of petty cash vouchers
- retaining receipt for goods purchased
- use of petty cash, for example:
- maximum dollar amount allowed for single purchase
- type of goods to be purchased
- d) upon request for petty cash:
- fill out voucher, indicating:
- purpose
- name of recipient
- amount
- date
- initial voucher and obtain recipient's signature
- give cash to recipient
- file voucher and receipt for goods purchased
- e) balance cash at regular intervals:
- summarize and total purchases on petty cash report
- count petty cash in float
- determine amount of cash required to replenish float
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- 1.11 work with financial institutions
- a) determine options available with financial institutions,
for example:
- account types
- applicable fees
- credit/debit card processing procedures and options
- customer service
- discounts available, e.g. for volume of transactions, for
membership in associations
- variety of services offered
- b) interview institutions’ managers to compare philosophy of
institution with business philosophy
- c) compare institutions to determine best option
- d) provide financial institution with information about business,
for example:
- fill out forms
- provide:
- business plan
- financial statement
- incorporation papers
- e) set up accounts and lines of credit with financial institutions:
- establish separate operating and tax accounts
- establish signing authority
- f) develop rapport with staff of financial institution:
- focus on key staff, including management
- talk to staff in person, not just on telephone
- approach staff with positive, confident attitude
- invite representative to place of business:
- demonstrate responsible business operation
- g) make deposits regularly, e.g. daily, weekly
- h) update account balances regularly, e.g. daily, weekly:
- monitor overdrafts
- invest static surplus
- i) reconcile accounts monthly
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- 1.12 research and apply for funding
- a) identify funding sources, for example:
- government agencies
- financial institutions
- private investors
- b) contact funding sources:
- confirm availability
- determine criteria to obtain funding, e.g. business plan
- c) determine whether funding is:
- appropriate
- beneficial to your business
- d) make application for funding:
- submit completed application on time
- confirm that application has been received
- e) if application is rejected:
- ask for feedback
- adjust application, if appropriate:
- resubmit
- investigate other options
- f) if application is accepted:
- complete follow-up as specified
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- 1.13 comply with legal requirements
- a) identify applicable legislation:
- federal legislation concerning, for example:
- national building code
- coastal waterways
- consumer products, e.g. labelling, Canadian Standards
Association (CSA) rules
- crown properties and land
- fisheries
- corporations
- human rights
- immigration
- import and export of goods
- native affairs
- rights and freedoms, e.g. Charter of Rights
- taxation
- provincial/territorial legislation concerning, for example:
- employment standards
- corporations act
- business registration
- environment
- fire codes
- fish and wildlife, e.g. licences
- highway traffic
- human rights
- language laws
- liquor handling and sales
- motor vehicles
- parks and recreation, e.g. permits
- public health
- taxation
- Workers’ Compensation
- handling of hazardous materials, e.g. Workplace Hazardous
Materials Information System (WHMIS)
- municipal/regional legislation concerning, for example:
- building inspections
- building permits
- event permits
- hours of operation
- licensing
- signs
- zoning
- b) locate legislation, for example:
- libraries
- government offices
- industry associations
- consultants
- Internet
- c) review legislation
- d) apply legislation to business and activities, for example:
- obtain permits
- ensure proper disposal of waste
- retain résumés
- e) ensure enforcement of legislation, e.g. ensure employees
are aware of and comply with requirements, for example:
- hire consultant to implement
- f) keep up to date with changes in legislation, for example:
- liaise with other operators and trade associations
- seek advice from legal and professional sources
- read publications, e.g. newspapers, trade journals, association
newsletters
- g) analyze impact of legislation on business:
- provide recommendations on amendments and developing legislation:
- contact:
- legislators
- industry sector officials
- trade associations
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- 1.14 comply with licensing and insurance requirements
- a) review:
- licensing requirements and renewal dates, e.g. for business
and vehicles
- types of insurance coverage needed or recommended, for example:
- property
- disability
- subcontractor
- Workers’ Compensation
- inventory
- bonding
- liability, e.g. accidental or property liability
- key person
- partnership
- business interruption
- b) check with association to see if insurance group rates are
available
- c) periodically reassess current needs, e.g. does coverage reflect
current replacement costs?
- d) post licences as required
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