1. The main functional areas within business organisations OCR Diploma

2. The main purpose of functional areas is to ensure that all important business activities are carried out efficiently. The main purpose of functional areas is to ensure that all important business activities are carried out efficiently. This is essential if the business is to achieve its aims and objectives. This is essential if the business is to achieve its aims and objectives. In addition, specific areas will be responsible for supporting specific types of aims and objectives eg In addition, specific areas will be responsible for supporting specific types of aims and objectives eg

3. Sales and marketing will be involved in achieving targets linked to developing new markets or increasing sales. Sales and marketing will be involved in achieving targets linked to developing new markets or increasing sales. Human resources will be involved in arranging staff training activities and supporting the continuous professional development of all staff. Human resources will be involved in arranging staff training activities and supporting the continuous professional development of all staff. Finance will be expected to monitor and support aims and objectives linked to keeping costs low to improve profitability. Finance will be expected to monitor and support aims and objectives linked to keeping costs low to improve profitability.

4. Administration functions Collecting, distributing and dispatching the mail Collecting, distributing and dispatching the mail Storing and retrieving paper and electronic records Storing and retrieving paper and electronic records Organising meetings and preparing meeting documents Organising meetings and preparing meeting documents Responding promptly to enquiries Responding promptly to enquiries

5. Preparing documents using word processing, spreadsheet and presentation packages, such as PowerPoint. Preparing documents using word processing, spreadsheet and presentation packages, such as PowerPoint. Researching information. Researching information. Sending and receiving messages by telephone, fax and email. Sending and receiving messages by telephone, fax and email. Making arrangements for visitors. Making arrangements for visitors. Making travel arrangements. Making travel arrangements.

6. Purchasing supplies of office stationery and equipment. Purchasing supplies of office stationery and equipment. Making arrangements for events, such as interviews or sales conferences. Making arrangements for events, such as interviews or sales conferences.

7. Customer Service What are your best and worst customer service moments? What are your best and worst customer service moments?

8. Customer service functions Answering customer enquiries about products and services Answering customer enquiries about products and services Providing specialist information and advice to meet customer needs Providing specialist information and advice to meet customer needs Solving customer problems Solving customer problems Providing after-sales service, including replacing damaged goods, arranging for repairs or for spare parts to be obtained and fitted Providing after-sales service, including replacing damaged goods, arranging for repairs or for spare parts to be obtained and fitted

9. Dealing with customer complaints according to company procedures Dealing with customer complaints according to company procedures Analysing records of customer complains to resolve problem areas Analysing records of customer complains to resolve problem areas Using customer feedback to improve customer service and satisfaction Using customer feedback to improve customer service and satisfaction

10. Human resources functions Advertising job vacancies Advertising job vacancies Notifying staff of promotion opportunities Notifying staff of promotion opportunities Receiving and recording all job applications, arranging interviews and notifying candidates of the result Receiving and recording all job applications, arranging interviews and notifying candidates of the result Sending a contract of employment and other essential information to new staff Sending a contract of employment and other essential information to new staff

11. Arranging staff training and encouraging continuous professional development Arranging staff training and encouraging continuous professional development Monitoring the working conditions of staff Monitoring the working conditions of staff Checking health and safety and keeping accident records Checking health and safety and keeping accident records Recording sick leave and reasons for absence Recording sick leave and reasons for absence

12. Carrying out company welfare policies eg long service awards and company loans Carrying out company welfare policies eg long service awards and company loans Advising managers on the legal rights and responsibilities of the company and its employees Advising managers on the legal rights and responsibilities of the company and its employees Keeping records of grievance and disciplinary actions and their outcomes Keeping records of grievance and disciplinary actions and their outcomes

13. Monitoring the terms and conditions of employment, including wage rates Monitoring the terms and conditions of employment, including wage rates Maintaining staff records Maintaining staff records Liaising with staff associations or trade unions which represent the workforce Liaising with staff associations or trade unions which represent the workforce

14. Distribution functions Ensuring all goods are appropriately stored before dispatch Ensuring all goods are appropriately stored before dispatch Ensuring goods for dispatch are securely packed and correctly labelled Ensuring goods for dispatch are securely packed and correctly labelled Checking that all deliveries match orders precisely and notifying sales if there is a discrepancy Checking that all deliveries match orders precisely and notifying sales if there is a discrepancy Completing the delivery documents Completing the delivery documents

15. Notifying sales staff of delivery schedules so that customers can be informed Notifying sales staff of delivery schedules so that customers can be informed Dealing with distribution problems eg through bad weather or vehicle breakdown Dealing with distribution problems eg through bad weather or vehicle breakdown

16. Finance functions Producing invoices, checking payments are received and chasing up overdue payments Producing invoices, checking payments are received and chasing up overdue payments Recording money received Recording money received Checking and paying invoices received Checking and paying invoices received Preparing the payroll and paying staff salaries Preparing the payroll and paying staff salaries Monitoring departmental budgets to check managers are not overspending Monitoring departmental budgets to check managers are not overspending

17. Issuing regular budget reports to all departmental managers Issuing regular budget reports to all departmental managers Producing cash flow forecasts and regular financial reports for senior managers Producing cash flow forecasts and regular financial reports for senior managers Advising senior managers on sources of finance for capital expenditure Advising senior managers on sources of finance for capital expenditure Producing the statutory accounts each year Producing the statutory accounts each year

18. ICT functions Recommending new/updated systems and software to keep abreast of technological developments and the needs of the business Recommending new/updated systems and software to keep abreast of technological developments and the needs of the business Buying and installing new hardware and software and providing information or training as appropriate Buying and installing new hardware and software and providing information or training as appropriate

19. Assisting users who have computer problems Assisting users who have computer problems Repairing the computer system when required Repairing the computer system when required Advising and obtaining computer supplies and consumables Advising and obtaining computer supplies and consumables Connecting new or additional equipment to the system Connecting new or additional equipment to the system

20. Installing a security system which limits access to authorised users and protects against hackers and viruses Installing a security system which limits access to authorised users and protects against hackers and viruses Technically maintaining the website Technically maintaining the website Monitoring staff computer use for compliance with the company IT policy Monitoring staff computer use for compliance with the company IT policy Operating a back-up system for critical data so this can be recovered Operating a back-up system for critical data so this can be recovered

21. Marketing functions Carrying out market research to obtain feedback on potential and existing products and/or services Carrying out market research to obtain feedback on potential and existing products and/or services Analysing market research responses and advising senior managers of the results and implications Analysing market research responses and advising senior managers of the results and implications

22. Promoting products and services through a variety of advertising and promotional methods eg press, TV, on line, direct mail, sponsorship and trade shows or exhibitions Promoting products and services through a variety of advertising and promotional methods eg press, TV, on line, direct mail, sponsorship and trade shows or exhibitions Producing and distributing publicity materials such as catalogues or brochures Producing and distributing publicity materials such as catalogues or brochures Designing, updating and promoting the company website Designing, updating and promoting the company website

23. Sales function Organising sales promotions Organising sales promotions Responding to customer enquiries Responding to customer enquiries Selling the product or service to customers, either over the telephone or face to face Selling the product or service to customers, either over the telephone or face to face Preparing quotations or estimates for customers Preparing quotations or estimates for customers

24. Negotiating discounts or financial terms for business customers Negotiating discounts or financial terms for business customers Providing technical advice Providing technical advice Keeping customer records up to date Keeping customer records up to date

25. Production functions Ordering (often buying) stocks of raw materials from approved suppliers Ordering (often buying) stocks of raw materials from approved suppliers Storing and checking the stocks of raw materials Storing and checking the stocks of raw materials Planning production schedules to maximise machine capacity and staff levels Planning production schedules to maximise machine capacity and staff levels

26. Checking the quality of the product throughout the production process Checking the quality of the product throughout the production process Producing or assembling the finished product Producing or assembling the finished product Checking production is on schedule and resolving delays or problems Checking production is on schedule and resolving delays or problems Packing and storing the final products before distribution Packing and storing the final products before distribution

27. Scheduling routine machinery inspections and maintenance Scheduling routine machinery inspections and maintenance Carrying out repairs to machinery and equipment as required Carrying out repairs to machinery and equipment as required

28. R&D functions This function is concerned with new product developments as well as improvements to existing products or product lines. This function is concerned with new product developments as well as improvements to existing products or product lines. In many industries it also involves product design as well. In many industries it also involves product design as well.

29. Improvements to existing products are often ongoing as a result of market research or customer feedback. Improvements to existing products are often ongoing as a result of market research or customer feedback. Examples Examples Ring-pull cans Ring-pull cans Transparent jug kettles Transparent jug kettles Memory sticks Memory sticks