Policies and Procedures

01.MANAGEMENT AND EXECUTIVE

o 01.USING THIS TEMPLATE

Business Excellence Template (BET) Information Document
Attached files of the Essential Business Template
o 02.COMPANY POLICIES
A Quality Business
Our Relationships with our Customers
Occupational Health and Safety
Environment and Cultural Heritage
Our Team Culture
Privacy Dignity and Confidentiality
How we manage grievances
o 03.MANAGEMENT REVIEW AND CONTINUAL IMPROVEMENT
Business Strategy and Planning
Updating Documentation
Review of Measurements
Checking that documents match what people do (Internal Audit)
Improving the business system - prevention and correction of problems
o 04.BUSINESS PLAN TEMPLATE
Executive Summary
Business Outline
SWOT
Objectives
Risk Management
Products and Services
Marketing
Competitive Analysis
Advertising and Promotional Focus
Business Operations
Management and Key Personnel
Legal Matters
Financial Overview
Summary
o 05.PLANNING AND STRATEGY
Company Overview

Business Strategy
Market Opportunity
Marketing Plan and Strategy
Financial Plan
Product Strategy
Vision, Mission, Goals and Objectives
Exit & Payback Strategy
o 06.RISK MANAGEMENT
Establishing a context for risk management
Communicating risk management to your organisation
Identifying risks in your organisation
Analysing risks in your organisation
Evaluating risks in your organisation
Treating risks in your organisation
Monitoring and reviewing risks in your organisation
Risk management summary

02.PEST CONTROL OPERATIONS

o 01.CONTROL AND PROTECTION MANAGEMENT

Determining treatment type and future pevention
Storage of chemicals and poisons
Use and maintenance of equipment
Preparing a site from a health and safety point of view
Hazard indentification
Installing fly control equipment
Rodent proofing
o 02.RESIDENTIAL AND NEW DEWELLINGS
Pre-purchase inspections
Household property inspection and quote procedure
o 03.TREATMENTS AND FUMIGATION
Chemical soil barrier treatment procedure
Bating program
Dusting
Clean work site after job
Set traps and poisons
o 04.COMMERCIAL CLIENTS
Scheduled maintenance insepction procedure
Mice control on farms

03.FINANCE

o 01.ACCOUNTS RECEIVABLE
Preparing Invoices
Receipting Payments
Accounting for Discounts
Overdue Accounts
Test
o 02.ASSET MANAGEMENT AND PLANNING
Information Technology Security and Recovery from Disaster
Protection of Assets Policy
Equipment for Operations
Workplace Facilities
Scheduled asset maintenance
o 03.ACCOUNTS PAYABLE
Cheque signing and authority
Purchase Orders (ensuring a paper trail exists)
Managing Petty Cash
Confirming Receipt of Goods and Conformity of Supply
Payment Approval (paying for what we get)
o 04.PAYROLL
Employee use of Time Sheets
Preparation of Pays
Superannuation Policy
o 05.FINANCIAL REPORTING
BAS Reports
Profit and Loss Statements
Management Reports
o 06.FINANCIAL MANAGEMENT POLICIES
Budgeting Policy
Credit Card Authorisation Policy
Financial Management Policy
Investment Policy
Credit Levels

04.MARKETING

o 01.BUSINESS DEVELOPMENT
Marketing Plan
Tenders and Quotes
Generating Leads
o 02.MARKETING RESOURCES

Managing our online presence

What Print Media do we use
Direct Mail and utilising our Database

05.SALES

o 01.PERFORMANCE REPORTS
Budgets and Targets
Weekly Sales Meeting
o 02.CUSTOMER MANAGEMENT
Customer Service
Identifying and caring for Customer Property
Follow up and Feedback
Identifying Root Causes when things go wrong
o 03.SALES PROCESS
Closing Sales
Discussing and Identifying Customer Requirements (agreeing Scope)
Product Recall

06.HUMAN RESOURCES

o 01.STAFF RECRUITMENT
Staff Recruitment Policy
Recruitment Procedure
Advertising for new staff
Interviewing staff
Letter of Appointment
New Staff (First Day induction)
o 02.STAFF TRAINING & PERFORMANCE
KPIs and Non-Performance
Annual performance review
Conducting a counselling interview
Professional development policy
Training Policy
o 03.DISCIPLINE AND TERMINATION
Resignation
Disciplinary Action
Instant Dismissal
o 04.DISPUTE RESOLUTION
What is Harrassment and what is our attitude to conflict in the workplace
Grievance Procedure
o 05.LEAVE AND SEPARATION POLICIES

Annual leave policy

Compassionate/ Bereavement Leave
General Leave Policy
Parental leave
Sick leave policy
Separation - Abandonment of employment
Separation - Dismissal
Separation - Redundancy
Separation - Resignation
Separation - Retirement
Unpaid Leave
o 06.GENERAL HUMAN RESOURCES POLICIES
Affirmative action policy
Bullying policy
Communication Processes
Drug Testing Policy
Outside Employment
Sexual Harassment Policy
Wages and Conditions
Staff Responsibilities
Staff Rights
o 07.EMPLOYEE INDUCTION MANUAL
Introduction
Personnel
Harassment and Grievances
Wages and Conditions
Leave
Training
Employee responsibilities
Company owned motor vehicles
Communications
General Health and Safety
Emergencies and Accidents
Attitude to safety in the workplace
Office Workplace Safety
Security
Lone worker
Acknowledgement

o 08.EMPLOYEE SAFETY MANUAL

Working Safer - Queensland legislation
Assuring Workplace Safety
Risk Management
Hazards and Hazardous Environments
Manual Handling
Explosive Power Tools and Other Plant
Other Workplace Hazards

07.ADMINISTRATION

o 01.OFFICE POLICIES AND PROCEDURES

Reception (our public face)
Meeting Schedule
Greeting Telephone Callers
Greeting Visitors to the Office
Food, Drink and Cleaning Up
Opening and Closing Office Procedure
Site Security
Cleaning the premises
o 02.RECORDS AND DATA
Document and Data Control
Filing and Records Management
Email retention and archiving policy
Anti-Virus Software
o 03.PURCHASING
Suppliers and Products
What do we do with Defective Product

08.QUALITY ISO 9001:2008

o 01.QUALITY MANUAL PURPOSE

Using the documents of the Quality Key Business Area
Organisation Chart
1.1 Quality Management System - Requirements. Scope - General
1.2 Scope - Application
2 Normative reference
3 Terms and definitions
o 02.QUALITY MANAGEMENT SYSTEM
4.2.1 System Documented
4.2.2 Quality Manual
4.2.3 Control of Documents

4.2.4 Control of Records

4.1 Documentation Requirements - General
o 03.MANAGEMENT RESPONSIBILITY
5.1 Management Commitment
5.2 Customer Focus
5.3 Quality Policy
5.4.1 Quality Objectives
5.4.2 QMS Planning
5.5.1 Responsibility and Authority
5.5.2 Management Representative
5.5.3 Internal Communication
5.6.1 Management Review - General
5.6.2 Review Input
5.6.3 Review Output
o 04.RESOURCE MANAGEMENT
6.1 Provision of Resources
6.2.1 Human Resources - General
6.2.2 Competence, awareness and training
6.3 Infrastructure
6.4 Work Environment
o 05.PRODUCT REALIZATION
7.1 Planning of Product Realization
7.2.1 Determination of Requirements Related to the Product
7.2.2 Review of requirements related to the product
7.2.3 Customer communication
7.3.1 Design and development planning
7.3.2 Design and development inputs
7.3.3 Design and development outputs
7.3.4 Design and development review
7.3.5 Design and development verification
7.3.6 Design and development validation
7.3.7 Control of design and development changes
7.4.1 Purchasing process
7.4.2 Purchasing information
7.4.3 Verification of purchased product
7.5.1 Control of Product and Service Provision
7.5.2 Validation of processes for production and service provision
7.5.3 Identification and traceability

7.5.4 Customer Property

7.5.5 Preservation of product
7.6 Control of Measuring and Monitoring Devices
o 06.MEASUREMENT, ANALYSIS AND IMPROVEMENT
8.1 Measurement, analysis and improvement - General
8.2.1 Customer Satisfaction
8.2.2 Internal Audit
8.2.3 Monitoring and measurement of processes
8.2.4 Monitoring and measurement of product
8.3 Control of nonconforming product
8.4 Analysis of data
8.5.1 Continual Improvement
8.5.2 Corrective action
8.5.3 Preventative action

09.OCCUPATIONAL HEALTH AND SAFETY AS/NZ4801

o 01.INTRODUCTION
4.1 General requirements
4.2 OH & S Policy
o 02.PLANNING
4.3.1 Planning Identification of Hazards, assessment and control of risks
4.3.2 Legal and Other Requirements
4.3.3 Objectives and Targets
4.3.4 OH&S Management Plans
o 03.IMPLEMENTATION
4.4.1 Structure and Responsibility
4.4.2 Training and Competency
4.4.3 Consultation, Communication and Reporting
4.4.4 Documentation
4.4.5 Document and Data Control
4.4.6 Hazard Identification, risk assessment and control of risks
4.4.7 Emergency Preparedness and response
o 04.MEASUREMENT AND EVALUATION
4.5.1 Monitoring and Measurement
4.5.2 Incident Investigation, corrective and preventive action
4.5.3 Records and records Management
4.5.4 OH&SMS Audit
o 05.MANAGEMENT REVIEW
4.6 Management Review

10.ENVIRONMENTAL

o 01.INTRODUCTION
Introduction
4.1 General requirements
4.2 Environmental policy
4.3.1 Environmental aspects
4.3.2 Legal and other requirements
4.3.3 Objectives and targets
4.3.4 Environmental management programme(s)
4.4.1 Structure and responsibility
4.4.2 Training, awareness and competence
4.4.3 Communication
4.4.4 Environmental management system documentation
4.4.5 Document control
4.4.6 Operational control
4.4.7 Emergency preparedness and response
4.5.1 Monitoring and measurement
4.5.2 Nonconformance and corrective and preventive action
4.5.3 Records
4.5.4 Environmental management system audit
4.6 Management review