ce Are ya#fthe best in the business?

Self Assessment Ghecklist

Check off the items that apply to your nmpany, then assess where your business stands. ll your standing is less than "Best in the lndustry,' how much is that costing you in profits?

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Handling of customer complaints. These could be: o telephone complaints o returned producl o in-person visits from unhappy customers

Best in the industry tr Very wellD O.K. B Poorly O Not at allO

ROOressing the nature of the complaint and investigating it. This includes: o discourteous slaff

t tW Hl[I' *]',"'*';';: :l; performance?"

That's a question that every good c.e.o. should ask and answer regularly, according to consultants at George S. May International Co.

A self-assessment is one of the best ways to determine exactly how well a company is performing, and it can be done quickly by the senior management team, working from a o late delivery

The checklist addresses key components of a successful company, including sales, customer service and administration. simple checklist. The checklist (reproduced at right) addresses key components of a successful company, including sales, customer service and administration.

"In most cases," says Donald J. Fletcher, president, May International, "managers know the operational areas that are weak. This checklist enables the managerial team to come to a collective decision, as well as determine where remedial work needs to be done immediately."

. poor performance of purchased item Best

Snipping and billing enors: r damaged goods returned as a percentage of goods shipped o mis-shipped items as a percentage of goods shipped o billing errors as a percentage of total billings of response time to customer inquiry: of confirmations of orders:

EIOR A buyer. achieving excellence

I' takes more than finding the lowest price on a particular product. As the saying goes, there's more to cost than price.

Buyers also should constantly weigh service, support, turnover, dependability, commitment and professionalism, all factors that also can make them or cost them money.

B""orning a first-rate buyer, includes adopting the following traits, according to consultant Bill Lee, Lee Resources, Greenville, S.C.:

TT (J nderstanding mathematically the relationship between GPM (gross profit margin) and GMROI (inventory turnover), and not underemphasizing either.

I/I early, al least. visiting national, regional, federated association or co-op buying shows to meet vendors and see new products.

Setting annual goals and formulating a strategy to achieve them. At year's end, buyers should know if they have met, fallen short of, or surpassed their objectives.

When you're in trouble

on a job or with a customer, a special favor can be wofih a lot more than price.