Preface |
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xi | |
Acknowledgment |
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xvii | |
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Understanding the Small Business Environment |
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1 | (34) |
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Understanding the Small Business |
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1 | (3) |
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Small Business Management |
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4 | (1) |
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Small Business Computerization |
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5 | (2) |
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Operational Management Function |
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7 | (1) |
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8 | (8) |
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16 | (1) |
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Why the Small Business Is in Existence |
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16 | (1) |
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Businesses the Small Business Is Not In |
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17 | (4) |
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21 | (1) |
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Management Responsibility |
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21 | (1) |
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Operating Areas to Be Addressed |
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22 | (7) |
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Economy, Efficiency, and Effectiveness |
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29 | (2) |
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31 | (4) |
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35 | (22) |
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36 | (1) |
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Strategies for Competitive Advantage |
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37 | (3) |
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Other Strategies to Exploit |
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40 | (2) |
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42 | (1) |
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Front-End Strategy Analysis |
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43 | (1) |
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Overview of the Strategy Development Process |
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44 | (5) |
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Some Basic Business Principles |
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49 | (1) |
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Mental Models and Belief Systems |
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50 | (2) |
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Situational Analysis: Planning Questions |
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52 | (5) |
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Planning and Budgeting: Identifying the Right Direction and Staying on the Path |
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57 | (16) |
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Relationship between the Planning and Budgeting Process |
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58 | (4) |
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62 | (3) |
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65 | (2) |
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Developing and Monitoring the Budget |
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67 | (1) |
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68 | (1) |
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69 | (4) |
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Improving Customer Service |
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73 | (38) |
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75 | (1) |
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Servicing Present Customers |
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76 | (2) |
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Striving for Outstanding Customer Service |
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78 | (10) |
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Golden Rule of Customer Service |
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88 | (10) |
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Looking at Customer Service from a Fresh Perspective |
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98 | (2) |
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Tips for Terrific Touchpoints |
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100 | (2) |
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Tips for Avoiding Traps that Trip You Up |
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102 | (5) |
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Tips for Watching Out for Traps |
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107 | (1) |
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Making that Great Customer Service Last: Keep the Romance in the Relationship |
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107 | (1) |
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108 | (3) |
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111 | (18) |
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112 | (7) |
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Cash Conversion Objectives |
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119 | (1) |
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Profitability versus Liquidity |
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120 | (9) |
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129 | (24) |
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Purpose of the Sales Function |
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130 | (2) |
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Sales Function in Business for Itself |
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132 | (1) |
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133 | (2) |
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Sales and Product Controls |
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135 | (3) |
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138 | (1) |
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139 | (5) |
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144 | (1) |
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145 | (2) |
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Sales Information and Reporting Systems |
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147 | (1) |
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Performing the Sales Function Analysis |
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148 | (1) |
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Sales Function Desirable Practices |
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149 | (2) |
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151 | (2) |
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153 | (46) |
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154 | (1) |
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Manufacturing versus Nonmanufacturing Costs |
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154 | (3) |
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Activity-Based Costing Overview |
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157 | (13) |
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170 | (9) |
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Cost Reduction Analysis: Traditional versus ABC |
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179 | (4) |
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183 | (6) |
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Analysis of Cost Behavior |
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189 | (7) |
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196 | (3) |
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Accounting Operations: Functional Considerations |
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199 | (28) |
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200 | (1) |
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201 | (1) |
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202 | (6) |
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208 | (1) |
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Operational Analysis Survey Form |
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208 | (4) |
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Analysis of Functional Costs |
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212 | (4) |
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Developing Recommendations |
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216 | (8) |
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224 | (3) |
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Operational Reporting Considerations |
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227 | (36) |
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228 | (10) |
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Financial and Operating Ratio Analysis |
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238 | (11) |
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249 | (10) |
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259 | (4) |
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Internal Controls for the Small Business |
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263 | (50) |
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264 | (3) |
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Internal Controls as Best Practices |
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267 | (1) |
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Small Business Stakeholders |
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268 | (1) |
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Internal Control Concepts |
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269 | (4) |
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Internal Control Objectives |
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273 | (1) |
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274 | (4) |
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Internal Control Considerations |
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278 | (7) |
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How to Segregate Duties (at a Work or Activity-Unit Level) |
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285 | (1) |
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286 | (3) |
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Internal Control Review: The 12-Step Program |
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289 | (3) |
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Internal Controls for Operations |
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292 | (6) |
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Effective Controls by Type of Business |
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298 | (12) |
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310 | (3) |
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Information Technology Control Considerations |
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313 | (42) |
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Overview of Computer Operations |
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315 | (1) |
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Control Objectives for IT |
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316 | (3) |
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319 | (16) |
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Common Small Business IT Control Weaknesses |
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335 | (2) |
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337 | (8) |
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345 | (10) |
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Organization Structure and the Role of Management |
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355 | (28) |
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Organizing the Small Business |
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356 | (3) |
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359 | (6) |
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Building the Small Business Organization Structure |
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365 | (4) |
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Comparisons between Individuals |
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369 | (1) |
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370 | (2) |
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372 | (2) |
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374 | (1) |
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375 | (1) |
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376 | (1) |
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376 | (7) |
Afterword |
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383 | (6) |
Index |
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389 | |