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Real Estate Agencies/Brokers


Get control of your policies and procedures


TKO Business Modeller software provides a central system for managing all your document systems for your business. Our real estate agency template which loads into TKO includes over 350 policies, procedures, job descriptions of a typical "real estate practice". See the list at the bottom of this page.


"The TKO product has been magnificent for our company in many ways. To have all policies and procedures documented and so easily accessible for staff has made implementation of our company procedures so much easier. From a HR perspective I have found the induction and training of staff so much more streamlined, thorough and consistent by using TKO. All staff receive the same consistent message and have this resource on their desktop to use as a reference in their everyday work." Cathy Loftus, Finance and Operations Manager Morrison Kleeman Real Estate

What is a template?


A template is simply a database that loads directly into TKO and contains a collection policies, procedures, roles, job descriptions and kpi's relative to a particular industry i.e "Real estate" practices.



Here's a quick overview on what

you can do with

TKO Business Modeller


With TKO you can > Build beautiful manuals or a “knowledge base” style web site


Create policies, procedures and work instructions around your key departments.

Create beautiful manuals or a knowledge base style web site so that everyone knows what’s required of them.


With TKO you can build

  • Policies and procedures manuals
  • Health & Safety Manuals
  • Staff Manuals
  • Or any kind of manual you want
  • You can even export it all to a word document
  • or an easily accessible web knowledge base on a local or internet based site


Beautiful manuals and web site


With TKO you can > Organise content by department


Content is nothing without context, TKO helps you divide your business into manageable departments. Doing this helps bring a sense of clarity and purpose to your business. Create departments on the fly or from the systems manager and then create and assign content as needed.


Structured organisation


With TKO you can > Manage your team through roles


In business and in life we wear many hats, TKO helps you define those hats (e.g roles) that you and your staff need to successfully run your business.


By using TKO you can provide "Employee Manuals" or a "Knowledge base" web site with all the information they need to focus on their roles.

In business we all wear a number of hats




Organisation Details/Vision

  1. Vision and Mission Statement


Key Business Areas

  1. MANAGEMENT AND EXECUTIVE
    1. USING THIS TEMPLATE
    2. COMPANY POLICIES
    3. MANAGEMENT REVIEW AND CONTINUAL IMPROVEMENT
    4. BUSINESS PLAN TEMPLATE
    5. PLANNING AND STRATEGY
    6. RISK MANAGEMENT
  2. ADMINISTRATION
    1. MANAGING RECORDS AND BACKUP
    2. RECEPTION
    3. OFFICE OPERATIONS
    4. SALES ADMINISTRATION
    5. OFFICE SUPPLIES AND MAINTENANCE
    6. OFFICE PRESENTATION
    7. IT
    8. GENERAL ADMINISTRATION
    9. VERIFICATION
  3. REAL ESTATE SALES
    1. LEAD GENERATION
    2. AUCTIONS
    3. LEAD CONVERSION
    4. CUSTOMER SERVICE PROGRAM
    5. INSPECTIONS
    6. LISTINGS
    7. MARKET APPRAISAL
    8. SALES PROCESS
    9. PROPERTY SALES
    10. PROSPECTING
    11. SALES TEAM OPERATIONS
    12. SETTLEMENT
    13. PERFORMANCE REPORTS
  4. PROPERTY MANAGEMENT
    1. ARREARS CONTROL
    2. LEAD GENERATION
    3. BREACH PROCEDURES
    4. LEAD CONVERSION
    5. ENQUIRY PROCEDURES
    6. GENERAL PROCEDURES
    7. MANAGEMENT PROCEDURES
    8. PROPERTY HANDOVER PROCEDURES
    9. PROPERTY MANAGEMENT OPERATIONS
  5. QUALITY ISO 9001:2008
    1. QUALITY MANUAL PURPOSE
    2. QUALITY MANAGEMENT SYSTEM
    3. MANAGEMENT RESPONSIBILITY
    4. RESOURCE MANAGEMENT
    5. PRODUCT REALIZATION
    6. MEASUREMENT, ANALYSIS AND IMPROVEMENT
  6. TRUST ACCOUNTING
    1. GENERAL TRUST ACCOUNT OPERATIONS
    2. PROPERTY MANAGEMENT TRUST
    3. SALES TRUST
  7. MARKETING
    1. BUSINESS DEVELOPMENT
    2. MARKETING RESOURCES
  8. FINANCE
    1. ACCOUNTS RECEIVABLE
    2. ASSET MANAGEMENT AND PLANNING
    3. ACCOUNTS PAYABLE
    4. PAYROLL
    5. FINANCIAL REPORTING
    6. FINANCIAL MANAGEMENT POLICIES
  9. HUMAN RESOURCES
    1. STAFF RECRUITMENT
    2. STAFF TRAINING & PERFORMANCE
    3. DISCIPLINE AND TERMINATION
    4. DISPUTE RESOLUTION
    5. LEAVE AND SEPARATION POLICIES
    6. GENERAL HUMAN RESOURCES POLICIES
    7. EMPLOYEE INDUCTION MANUAL
    8. EMPLOYEE SAFETY MANUAL
  10. OCCUPATIONAL HEALTH AND SAFETY AS/NZ4801
    1. INTRODUCTION
    2. PLANNING
    3. IMPLEMENTATION
    4. MEASUREMENT AND EVALUATION
    5. MANAGEMENT REVIEW
  11. ENVIRONMENTAL
    1. INTRODUCTION


Key Performance Indicators

  1. MANAGEMENT AND EXECUTIVE
    1. PLANNING AND STRATEGY
      1. Business plan and strategy in place
  2. ADMINISTRATION
    1. RECEPTION
      1. Greeting customers by phone and direct33
    2. OFFICE OPERATIONS
      1. Policies and procedures are completed and available to all staffff
    3. OFFICE PRESENTATION
      1. Business premises kept clean and presentable2
    4. IT
      1. Critical data is backed up on a regular interval3
      2. Minimise downtime on network pcs and servers
  3. REAL ESTATE SALES
    1. LEAD GENERATION
      1. Appraisals generated form marketing dollars spent
    2. AUCTIONS
      1. Auction clearance rate
    3. LEAD CONVERSION
      1. Sales listings to appraisals generated
    4. LISTINGS
      1. Listings required
    5. SALES PROCESS
      1. Average dollar sale per customer
      2. Average time from listing to settlement in days
    6. PROPERTY SALES
      1. Sales volume
    7. SETTLEMENT
      1. Average settlement days
  4. PROPERTY MANAGEMENT
    1. ARREARS CONTROL
      1. Tenants in arrears
    2. LEAD GENERATION
      1. Appointments with landlords generated form marketing dollars spent
    3. LEAD CONVERSION
      1. Rental listings to appraisals generated
  5. QUALITY ISO 9001:2008
    1. MEASUREMENT, ANALYSIS AND IMPROVEMENT
      1. Customer complaints2
      2. Customer satisfaction index
  6. TRUST ACCOUNTING
    1. GENERAL TRUST ACCOUNT OPERATIONS
      1. Trust account reporting timeframes are being met
      2. Clients receive their statements and payments in a timely mannerg
  7. MARKETING
    1. BUSINESS DEVELOPMENT
      1. Marketing budget to turnover
      2. Marketing plan inplace and on track
      3. New clients generated
  8. FINANCE
    1. ACCOUNTS RECEIVABLE
      1. Debtor days outstanding
    2. ACCOUNTS PAYABLE
      1. Average days to pay bills
    3. PAYROLL
      1. Timeliness in submission of statutory returns
    4. FINANCIAL REPORTING
      1. Cost of goods sold margin
      2. Net profit margin
  9. HUMAN RESOURCES
    1. STAFF RECRUITMENT
      1. Staff turnover rate
    2. STAFF TRAINING & PERFORMANCE
      1. A structured training plan is in place and active
    3. GENERAL HUMAN RESOURCES POLICIES
      1. Employee satisfaction index
      2. Average employee absence time
      3. Dress code and standard
      4. Staff attitude and cooperation
  10. OCCUPATIONAL HEALTH AND SAFETY AS/NZ4801
    1. INTRODUCTION
      1. Workplace incident rate
  11. ENVIRONMENTAL
    1. INTRODUCTION
      1. Number of paper pages used by employees each month
      2. Total purchased energy per month


Key Roles/ Job descriptions

  1. XYZ Real Estate
    1. Managing Director
      1. Property Manager
        1. Letting's clerk
        2. Property management assistant
      2. Marketing Manager
        1. Marketing Assistant
      3. Finance Manager
        1. Trust account manager
        2. Bookkeeper
        3. Payroll Clerk
        4. Trainer
      4. Sales Manager
        1. Sales assistant
        2. Sales Person
      5. Human Resources Manager
      6. Safety Manager
        1. First Aid Officer
      7. Administration Manager and the other people here
        1. Receptionist
        2. Quality Manager
        3. Environmental Manager
        4. IT person
        5. Office Cleaner
      8. Team member


Key Policies Procedures and Functions

  1. MANAGEMENT AND EXECUTIVE
    1. USING THIS TEMPLATE
      1. Attached files of the Essential Business Template
      2. Real Estate Business Excellence Template (BET) Information Document
      3. Enter Name Of Topic Here
    2. COMPANY POLICIES
      1. A Quality Business
      2. Our Relationships with our Customers
      3. Environment and Cultural Heritage
      4. Enter Name Of Topic Here
      5. Occupational Health and Safety
      6. Our Team Culture
      7. Privacy Dignity and Confidentiality
      8. How we manage grievances
    3. MANAGEMENT REVIEW AND CONTINUAL IMPROVEMENT
      1. Business Strategy and Planning
      2. Checking that documents match what people do (Internal Audit)
      3. Updating Documentation
      4. Review of Measurements
      5. Improving the business system - prevention and correction of problems
    4. BUSINESS PLAN TEMPLATE
      1. Executive Summary
      2. Business Outline
      3. SWOT
      4. Objectives
      5. Risk Management
      6. Products and Services
      7. Marketing
      8. Competitive Analysis
      9. Advertising and Promotional Focus
      10. Business Operations
      11. Management and Key Personnel
      12. Legal Matters
      13. Financial Overview
      14. Summary
    5. PLANNING AND STRATEGY
      1. Business Strategy
      2. Company Overview
      3. Market Opportunity
      4. Marketing Plan and Strategy
      5. Financial Plan
      6. Product Strategy
      7. Vision, Mission, Goals and Objectives
      8. Exit & Payback Strategy
    6. RISK MANAGEMENT
      1. Establishing a context for risk management
      2. Communicating risk management to your organisation
      3. Identifying risks in your organisation
      4. Analysing risks in your organisation
      5. Evaluating risks in your organisation
      6. Treating risks in your organisation
      7. Monitoring and reviewing risks in your organisation
      8. Risk management summary
  2. ADMINISTRATION
    1. MANAGING RECORDS AND BACKUP
      1. Accounts Archiving
      2. Archiving of Sales Files
      3. Anti-Virus Software
      4. Backing up data files
      5. Finding and restoring lost data
      6. Managing electronic records
      7. Managing paper records
      8. Managing computer and office equipment Security
      9. Overnight Back- Up Tapes
    2. RECEPTION
      1. Daily Tasks
      2. Day Book
      3. Franking Machine
      4. Greeting telephone callers
      5. Greeting visitors to the office
      6. In case of Emergency
      7. Phone Directory
      8. Printing Rental Lists
      9. Processing Mail
      10. Receipting rents
      11. Receiving payments
      12. Record Allocation of Enquires
      13. Relieving Reception
      14. Sales Process
      15. Saturday Receptionist duties
      16. Switchboard Operations
      17. Tasks after entering the office
      18. The Telephone
    3. OFFICE OPERATIONS
      1. Administration of office keys
      2. Control of Documents
      3. Control of records
      4. Internal Audit Procedure
      5. Keysafe On
      6. Keysafe removal
      7. Preparation & Sending of Advertising Feedback Letters
      8. Maintaining sales file
      9. Maintaining & updating the staff phone list
      10. Managing keys and lock boxes
      11. Non conformance, Preventative & Corrective action
      12. Who can update policy & procedure
      13. Withdrawn from sale files
    4. SALES ADMINISTRATION
      1. Converting Sale Property to Auction
      2. Listing/Sales Monthly Report
      3. Preparing & Sending Contracts
      4. Preparing Instructing Letters
      5. Real estate.com.au guaranteed top spot
      6. Scanning/Storing OFI Data
      7. Sold files
      8. Sold Property Maintenance
      9. Stamping of Sale & Leasing Authorities
      10. Stock Sheet
      11. Weekly Sales Statistics
    5. OFFICE SUPPLIES AND MAINTENANCE
      1. Approved and preferred tradespersons list
      2. Business cards
      3. Maintaining electronic equipment
      4. Minimising waste
      5. Money Bag Receipt Slips
      6. Office library
      7. Selecting suppliers
      8. Shopping
      9. Stationery Ordering
      10. Stores Ordering
      11. Suppliers and Products
      12. Supplier Negotiations
    6. OFFICE PRESENTATION
      1. Cleaning the office
      2. Keeping desks and the office tidy
      3. Keep Reception/ Board Room/ Meeting Room Tidy
      4. Kitchen Policy
      5. Maintaining customer areas
      6. Managing signs for property sales and rental
      7. Office Window
      8. Shredding Documents
    7. IT
      1. Altering permissions for TKO access
      2. Computer Software Upgrades
      3. IT Issues
      4. Storing Fax Numbers in Photocopier
    8. GENERAL ADMINISTRATION
      1. Binding Machine Function
      2. Client Services Statistics
      3. General Communication
      4. Insurance Policy Schedule
      5. Mail Labels
      6. Mail Merge Labels
      7. Maintenance of Procedures
      8. Professional Indemnity Insurance
      9. Publishing Manuals
      10. Purchasers - "Where our buyers come from"
      11. Return to Sender Mail
      12. Standard Letter Format
      13. Updating/ Creating Forms & Templates
      14. Weekly Reports
    9. VERIFICATION
      1. Account Sales Calculations
      2. Account Sales Letters
      3. Commissions
      4. End of Month Rollover's
      5. Payroll
      6. Trust Account Signatory
  3. PROPERTY MANAGEMENT
    1. ARREARS CONTROL
      1. Arrears Management
      2. Test
      3. Orders for possession
      4. When tenants pay all arrears
    2. BREACH PROCEDURES
      1. Abandoned Goods
      2. General Breach
      3. Overdue Landlord Invoices
      4. Rental Arrears
      5. Termination of a Tenancy Agreement
      6. Tribunal
      7. Tenant Eviction
    3. ENQUIRY PROCEDURES
      1. Prospective Landlord Client
      2. Prospective Tenant
      3. Steps for Listing
    4. GENERAL PROCEDURES
      1. Accessing an Occupied Property
      2. Boards Up/ Down
      3. Bond Lodgement Forms
      4. Cash Rental Payments
      5. Digital camera use
      6. Desk Management
      7. File Archiving
      8. Filing
      9. Hard Copy File Creation
      10. Ideal Week Property Management - Admin
      11. Key Movement
      12. Key Naming
      13. Lost Properties
      14. New Authority Documents Online
      15. New Tenant Leases
      16. Property Marketing
      17. Printing Off Photos
      18. Registered Post Documents
      19. Rental Advertising
      20. Reports for End of Week
      21. Signing Up New Tenant
      22. Soft Copy Document Saving
      23. Soft Copy Folder Creation
      24. Standard task list for Property Managers away
      25. Tenant Welcome Pack
      26. Vacating Letters
    5. MANAGEMENT PROCEDURES
      1. Condition Report
      2. Lease Agreement & Rental Review
      3. Periodic Inspection
      4. Open Packs for Saturdays
      5. Rental Appraisal
      6. Rental Increase
      7. Repairs & Maintenance
    6. PROPERTY HANDOVER PROCEDURES
      1. Agent to Client
      2. Agent to Tenant
      3. Client to Agent
      4. Taking over Property from another Agent
      5. Tenant to Agent
    7. PROPERTY MANAGEMENT OPERATIONS
      1. Intention to vacate (all tenants)
      2. Negotiating access with tenants
      3. Premature intention to vacate (additional rules)
      4. Property maintenance
      5. Routine Inspections
      6. Tenancy Tribunal hearings
      7. Tenants request for further tenancy agreement
      8. Tenant's reference
      9. Vacated property inspection and bond refund
      10. Withdrawal of intention to vacate
  4. REAL ESTATE SALES
    1. AUCTIONS
      1. Auction conduct and assisting
      2. Auction venue guidelines
      3. Auction Day
      4. Auction authorities and offers
      5. Auction Flowers
      6. Auction Preparation
      7. Auction Tasks
      8. Auctioneer's guidelines
      9. Information pack for Auctioneers
      10. Preparing for an Auction
      11. Prospective Bidders
    2. CUSTOMER SERVICE PROGRAM
      1. Anniversary Cards
      2. Christmas Cards
      3. Customer Service
      4. Gift Boxes
      5. Movie Ticket ordering
      6. New Listing Client Welcome Calls
      7. Newsletters - Quarterly
      8. Newsletters - Weekly email newsletter
      9. Photo Albums
      10. Purchaser Calls
      11. Questionnaires - Vendor
      12. Surveying vendors, purchasers
      13. Thank you cards
    3. INSPECTIONS
      1. After Inspection Advice
      2. Presenting property for Inspection and Auction
      3. Enter Name Of Topic Here
      4. Conducting an open for inspection
      5. Open for Inspection Buyer Referral Policy
      6. Prospective Buyer Inspections
      7. Security - Vendors Property Policy
    4. LISTINGS
      1. Advertising Negotiation Policy
      2. Advice of new listing procedure
      3. Changes to listing details
      4. Conjunctional Listings
      5. Gaining an extended authority period
      6. Hidden (on the quiets or pocket) listings are strictly forbidden
      7. Is the property suitable for auction?
      8. Leave behind documentation
      9. Listing aim
      10. Listing closing process
      11. Listing Presentation Summary
      12. Listing Source
      13. Methods of sale
      14. Needs analysis
      15. Obtaining Vendor Statements when taking another agents listing
      16. Property marketing plan
      17. Property Run Policy
      18. Reassigning listing to another Salesperson
      19. Tenanted Property managed by another agent
      20. The Agency Agreement
      21. The Property Run
    5. MARKET APPRAISAL
      1. After appraisal dropper policy
      2. After appraisal filing
      3. Market Appraisal Appointment Procedure
      4. Delivering Pre- Marketing Appraisal Kits
      5. Market Appraisal Contents
      6. Market Appraisal Kits
      7. Preparing Market Appraisal
      8. Recording Market Appraisals
      9. Rental Property Appraisals Policy
      10. Sales Appraisals
      11. Who is authorised to list and appraise a property
    6. PROPERTY SALES
      1. After inspection advice procedure
      2. After settlement
      3. After the offer is made
      4. Authorities
      5. Cancelled Sales
      6. Deposit Taken and Under Offer
      7. Email Sale Sold Advice
      8. Forthcoming Sale/ Auction Spike
      9. Guidelines on giving out property information
      10. Obtaining and Presenting Offers
      11. Organising and exchanging contracts
      12. Prospective  buyer inspections
      13. Offer and Acceptance
      14. Property Alterations
      15. Qualifying Buyers
      16. Reporting to Vendors
      17. Reviewing an inspection with a prospective buyer
      18. Sales to Foreign Nationals
      19. Section 32- Vendor Statements
      20. Sold Property Script Policy
      21. Sold Stickers
      22. Targets for Sales Team
      23. Tracking Sales
      24. Vendor Weekly Contact
      25. When a buyer defaults
    7. PROSPECTING
      1. After Sales Service
      2. Building long term relationships with clients
      3. Business Development Areas Policy
      4. Handling a telemarketing lead
      5. Managing Telemarketing Reports
      6. Prospecting Strategy
      7. Telemarketing Policy
      8. Testimonials
    8. SALES TEAM OPERATIONS
      1. Builders
      2. Buyer communication
      3. Buyer Inquiry Source Recording
      4. Commission information
      5. Conducting sales meetings
      6. Data Entry rules
      7. Directors Guarantee and Indemnity
      8. Discipline
      9. Disputes- External Agents and the Public
      10. Donations
      11. Dress and Behaviour
      12. Enquiries and Appraisals
      13. Gaining extended authority period
      14. Giving out property information
      15. Internal Office Disputes
      16. Keys and Key Safes
      17. Maintaining the Sales White Board
      18. Management of Sales Department
      19. Management review of listings
      20. Market appraisal policy - External to your office
      21. Meeting with Presenter
      22. Office commissions and basis of calculation
      23. Out of Office/Voicemail
      24. Mobile Phones
      25. Prepare market share reports
      26. Salespersons Commission
      27. Vendor communication and feedback
      28. Personal Assistants
      29. Personal Profiles
      30. Property Previously sold by Our Company
      31. Relations with Other Agents
      32. Removal of file
      33. Reviews Half- Yearly
      34. Staff Members Purchasing Property
      35. Supervision of Sales Training
      36. Targets for the sales team
      37. Tenure of Purchaser
      38. Tenure of Vendor
      39. Under offer email advice
      40. Using Administration team members
      41. Weekly sales meetings
      42. When a buyer defaults
    9. SETTLEMENT
      1. Confirming Settlement
      2. Handing over Key
      3. Key Procedure
      4. Purchaser & Vendor communication at settlement
  5. QUALITY ISO 9001:2008
    1. QUALITY MANUAL PURPOSE
      1. Using the documents of the Quality Key Business Area
      2. Organisation Chart
      3. 1.1 Quality Management System - Requirements. Scope - General
      4. 1.2 Scope - Application
      5. 2 Normative reference
      6. 3 Terms and definitions
    2. QUALITY MANAGEMENT SYSTEM
      1. 4.2.1 System Documented
      2. 4.2.2 Quality Manual
      3. 4.2.3 Control of Documents
      4. 4.2.4 Control of Records
      5. 4.1 Documentation Requirements - General
    3. MANAGEMENT RESPONSIBILITY
      1. 5.1 Management Commitment
      2. 5.2 Customer Focus
      3. 5.3 Quality Policy
      4. 5.4.1 Quality Objectives
      5. 5.4.2 QMS Planning
      6. 5.5.1 Responsibility and Authority
      7. 5.5.2 Management Representative
      8. 5.5.3 Internal Communication
      9. 5.6.1 Management Review - General
      10. 5.6.2 Review Input
      11. 5.6.3 Review Output
    4. RESOURCE MANAGEMENT
      1. 6.1 Provision of Resources
      2. 6.2.1 Human Resources - General
      3. 6.2.2 Competence, awareness and training
      4. 6.3 Infrastructure
      5. 6.4 Work Environment
    5. PRODUCT REALIZATION
      1. 7.1 Planning of Product Realization
      2. 7.2.1 Determination of Requirements Related to the Product
      3. 7.2.2 Review of requirements related to the product
      4. 7.2.3 Customer communication
      5. 7.3.1 Design and development planning
      6. 7.3.2 Design and development inputs
      7. 7.3.3 Design and development outputs
      8. 7.3.4 Design and development review
      9. 7.3.5 Design and development verification
      10. 7.3.6 Design and development validation
      11. 7.3.7 Control of design and development changes
      12. 7.4.1 Purchasing process
      13. 7.4.2 Purchasing information
      14. 7.4.3 Verification of purchased product
      15. 7.5.1 Control of Product and Service Provision
      16. 7.5.2 Validation of processes for production and service provision
      17. 7.5.3 Identification and traceability
      18. 7.5.4 Customer Property
      19. 7.5.5 Preservation of product
      20. 7.6 Control of Measuring and Monitoring Devices
    6. MEASUREMENT, ANALYSIS AND IMPROVEMENT
      1. 8.1 Measurement, analysis and improvement - General
      2. 8.2.1 Customer Satisfaction
      3. 8.2.2 Internal Audit
      4. 8.2.3 Monitoring and measurement of processes
      5. 8.2.4 Monitoring and measurement of product
      6. 8.3 Control of nonconforming product
      7. 8.4 Analysis of data
      8. 8.5.1 Continual Improvement
      9. 8.5.2 Corrective action
      10. 8.5.3 Preventative action
  6. TRUST ACCOUNTING
    1. GENERAL TRUST ACCOUNT OPERATIONS
      1. Banking sales trust monies
      2. Managing dishonoured cheques
    2. PROPERTY MANAGEMENT TRUST
      1. Creating a Commercial Invoice
      2. End of Month
      3. Enter Invoices
      4. Landlord Run
      5. Receipting Rents from Property Management Trust Account Statement
      6. Reconciliation of Rental Trust
      7. Rental Trust Banking
    3. SALES TRUST
      1. Account Sales
      2. Banking Deposit
      3. Drawing Funds at Settlement
      4. End of Month
      5. End of Month Rollover
      6. Manual Sales Receipts
      7. Not Proceeding With (NPW) Files
      8. Outstanding Deposits Reports
      9. Sales Instructing Files
      10. Sales Trust Account Reconciliation
      11. Sales Trust Banking
      12. Section 27's
      13. Stakeholders
  7. MARKETING
    1. BUSINESS DEVELOPMENT
      1. Marketing Plan
      2. Tenders and Quotes
      3. Generating Leads
    2. MARKETING RESOURCES
      1. Managing our online presence
      2. What Print Media do we use
      3. Direct Mail and utilising our Database
  8. FINANCE
    1. ACCOUNTS RECEIVABLE
      1. Overdue Accounts
      2. Accounting for Discounts
      3. Preparing Invoices
      4. Receipting Payments
    2. ASSET MANAGEMENT AND PLANNING
      1. Information Technology Security and Recovery from Disaster
      2. Protection of Assets Policy
      3. Equipment for Operations
      4. Workplace Facilities
      5. Scheduled asset maintenance
    3. ACCOUNTS PAYABLE
      1. Managing Petty Cash
      2. Payment Approval (paying for what we get)
      3. Cheque signing and authority
      4. Purchase Orders (ensuring a paper trail exists)
      5. Confirming Receipt of Goods and Conformity of Supply
      6. Enter Name Of Topic Here
    4. PAYROLL
      1. Preparation of Pays
      2. Superannuation Policy
      3. Employee use of Time Sheets
    5. FINANCIAL REPORTING
      1. BAS Reports
      2. Management Reports
      3. Profit and Loss Statements
    6. FINANCIAL MANAGEMENT POLICIES
      1. Credit Card Authorisation Policy
      2. Financial Management Policy
      3. Investment Policy
      4. Budgeting Policy
      5. Credit Levels
  9. HUMAN RESOURCES
    1. STAFF RECRUITMENT
      1. Staff Recruitment Policy
      2. Recruitment Procedure
      3. Advertising for new staff
      4. Interviewing staff
      5. Letter of Appointment
      6. New Staff (First Day induction)
    2. STAFF TRAINING & PERFORMANCE
      1. KPIs and Non-Performance
      2. Annual performance review
      3. Conducting a counselling interview
      4. Professional development policy
      5. Training Policy
    3. DISCIPLINE AND TERMINATION
      1. Resignation
      2. Disciplinary Action
      3. Instant Dismissal
    4. DISPUTE RESOLUTION
      1. What is Harrassment and what is our attitude to conflict in the workplace
      2. Grievance Procedure
    5. LEAVE AND SEPARATION POLICIES
      1. Annual leave policy
      2. Compassionate/ Bereavement Leave
      3. General Leave Policy
      4. Parental leave
      5. Sick leave policy
      6. Separation - Abandonment of employment
      7. Separation - Dismissal
      8. Separation - Redundancy
      9. Separation - Resignation
      10. Separation - Retirement
      11. Unpaid Leave
    6. GENERAL HUMAN RESOURCES POLICIES
      1. Affirmative action policy
      2. Bullying policy
      3. Communication Processes
      4. Drug Testing Policy
      5. Outside Employment
      6. Sexual Harassment Policy
      7. Wages and Conditions
      8. Staff Responsibilities
      9. Staff Rights
    7. EMPLOYEE INDUCTION MANUAL
      1. Introduction
      2. Personnel
      3. Harassment and Grievances
      4. Wages and Conditions
      5. Leave
      6. Training
      7. Employee responsibilities
      8. Company owned motor vehicles
      9. Communications
      10. General Health and Safety
      11. Emergencies and Accidents
      12. Attitude to safety in the workplace
      13. Office Workplace Safety
      14. Security
      15. Lone worker
      16. Acknowledgement of receiving employee manual
    8. EMPLOYEE SAFETY MANUAL
      1. Working Safer - Queensland legislation
      2. Assuring Workplace Safety
      3. Risk Management
      4. Hazards and Hazardous Environments
      5. Manual Handling
      6. Explosive Power Tools and Other Plant
      7. Other Workplace Hazards
  10. OCCUPATIONAL HEALTH AND SAFETY AS/NZ4801
    1. INTRODUCTION
      1. 4.1 General requirements
      2. 4.2 OH & S Policy
    2. PLANNING
      1. 4.3.1 Planning Identification of Hazards, assessment and control of risks
      2. 4.3.2 Legal and Other Requirements
      3. 4.3.3 Objectives and Targets
      4. 4.3.4 OH&S Management Plans
    3. IMPLEMENTATION
      1. 4.4.1 Structure and Responsibility
      2. 4.4.2 Training and Competency
      3. 4.4.3 Consultation, Communication and Reporting
      4. 4.4.4 Documentation
      5. 4.4.5 Document and Data Control
      6. 4.4.6 Hazard Identification, risk assessment and control of risks
      7. 4.4.7 Emergency Preparedness and response
    4. MEASUREMENT AND EVALUATION
      1. 4.5.1 Monitoring and Measurement
      2. 4.5.2 Incident Investigation, corrective and preventive action
      3. 4.5.3 Records and records Management
      4. 4.5.4 OH&SMS Audit
    5. MANAGEMENT REVIEW
      1. 4.6 Management Review
  11. ENVIRONMENTAL
    1. INTRODUCTION
      1. Introduction
      2. 4.1 General requirements
      3. 4.2 Environmental policy
      4. 4.3.1 Environmental aspects
      5. 4.3.2 Legal and other requirements
      6. 4.3.3 Objectives and targets
      7. 4.3.4 Environmental management programme(s)
      8. 4.4.1 Structure and responsibility
      9. 4.4.2 Training, awareness and competence
      10. 4.4.3 Communication
      11. 4.4.4 Environmental management system documentation
      12. 4.4.5 Document control
      13. 4.4.6 Operational control
      14. 4.4.7 Emergency preparedness and response
      15. 4.5.1 Monitoring and measurement
      16. 4.5.2 Nonconformance and corrective and preventive action
      17. 4.5.3 Records
      18. 4.5.4 Environmental management system audit
      19. 4.6 Management review


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