CONTROL MANAGER MANUAL

BTA JOB MANUAL

CONTROL MANAGER MANUAL

TABLE OF CONTENTS

JOB DESCRIPTION.------Page 2

Summary

Duties

INTRODUCTION TO POSITION

Importance of Position.------Page 4

Sample Forms Used.------Page 5

Description of Files and Records.------Page 7

PROCEDURES

I. Track Machine Inventory: Out-going.------Page 8

II. Track Machine Inventory: In-coming.------Page 8

III. In-coming Machines not in Inventory.------Page 9

IV. Verify Salespeople's Monthly Inventories------Page 9

V. Serve Customers: Rental Machines.------Page 10

VI. Serve Customers: Supplies Sales.------Page 11

VII. Serve Customers: Machine Repairs------Page 11

VIII. Take Inventory and Order Supplies.------Page 12

IX. File Control Paperwork.------Page 13

ACTIVITY TRACKER.------Page 14

ASSURANCE FORM.------Page 15

PERFORMANCE APPRAISAL.------Reference Section

CONTROL MANAGER

JOB DESCRIPTION

JOB DESCRIPTION: Maintains current, accurate and complete records of all machine movements in and out of building to assure security of inventory; promptly processes rental transactions, supply purchases and shop repair orders for customers at Control counter; takes complete inventory of supplies bi-monthly and places re-orders with vendors; files control and shipping paperwork; assists Salespeople and Office Staff in ordering correct supplies for customers' machines; assures that all mailing, shipping, receiving and warehousing functions of the Control Department are performed effectively, accurately and promptly; and acts as backup in performing various Control duties normally assigned to other Control staff.

DUTIES: INVENTORY MOVEMENT

Records machine and destination information on OUT Slip when a machine is removed from building.

Records machine information on IN Slip when a machine is brought into the building.

Maintains and updates Stock Card File and IN/OUT File so that all machine movements are monitored.

Verifies Salespeople's Monthly Inventory.

Records against IN/OUT Slips.

Assures that all P.O.s, Receivers and shipping paperwork are accurately filed.

DUTIES: CUSTOMER SERVICE

Gives correct machines to rental customers picking up rentals.

Receives returned Rental machines and completes Rental return form.

Writes and fills Sales Orders for customers picking up supplies.

Completes Shop Repair Orders for customers bringing in machines for repair and receives machines to be repaired.

Returns correct machines to customers picking up completed shop jobs.

DUTIES: SUPPLIES INVENTORY

Takes supply inventory bi-monthly and records on Supply Inventory Cards.

Prepares P.O.s to reorder needed supplies, records on Inventory Cards and places orders.

DUTIES: STAFF ASSISTANCE

Helps familiarize new Salespeople with supplies, machine check-out and ordering procedures.

Provides answers to staff and customer questions about supply use, cost, characteristics, machine compatibility, etc.

DUTIES: OTHER

Verifies that Control personnel perform their daily duties effectively.

Acts as backup in performing various Control duties normally assigned to other Control staff.

Performs other duties and assignments as requested by President.

CONTROL MANAGER

INTRODUCTION TO POSITION

The major function of the Control Department is to receive and disperse machines and supplies in an orderly fashion and to maintain records of these, so that information on the whereabouts and dispensation of every item is constantly available. The systems and procedures that Control adheres to are vital to the smooth functioning of every other department, for without careful monitoring at Control, the whole dealership would soon be reduced to chaos.

The duties of the Control Manager bring him/her in contact with a wide variety of other positions; outside vendors, customers, salespeople, service technicians, the dispatcher, the accounts payable clerk, the billing clerk, the inventory control clerk, the rent control clerk, and so on.

This means that the Control Manager's work has wide-ranging consequences, both inside and outside the company, and the quality of his/her work affects the work of staff outside the control department. A wrong digit on a supply P.O. can result in a supply shortage, which can annoy customers and result in loss of sales. Carelessness or shortcuts in Control procedures can result in wasted time for other employees -- the A/P Clerk, for example, as s/he tries to figure out what to pay a vendor, or the Machine Inventory Clerk as s/he tries to determine exactly where a particular machine came from or disappeared to. Most errors made at control will mean corrections need to be made in other departments as well.

The Control Manager is also the Dealer's representative to the public, in person and via phone. Customers for rental machines, shop repairs and supply purchases all come to the Control Manager for assistance and to ask any questions they may have. The Control Manager is also the major resource for customer phone inquiries about supplies -- does ribbon X fit model Y? What kind of battery pack fits this machine? How long does this ribbon last? The Control Manager must be patient as well as knowledgeable.

The Control Department can be a very busy one -- several salespeople with machines to check in and out, a customer with a rental return, and the A/P Clerk with a question about a backorder may all be clustered around the Control counter, while the phone rings with a customer wanting to special order some calculator tapes. The Control Manager must be able to concentrate through constant interruptions and must be able to mentally leapfrog among the many and varied responsibilities of the position so that all procedures are performed accurately.

FORMS USED BY CONTROL MANAGER

EXAMPLE OF OUT SLIP:

OUT SLIP

All movement of machines in the Dealer's inventory is tracked on IN/OUT Slips so that Control always has a record of the whereabouts of every machine. Each time a machine leaves the building, a quadruplicate OUT Slip is completed for the machine at the Control Department; a copy of the OUT Slip is filed in the Salesperson's section of the OUT File, another is filed behind its Stock Card in the Stock Card File, a third copy is given to the Salesperson for his/her records, and another copy is given to the Salesperson to give to the customer if the machine is left at the customer's location.

EXAMPLE OF IN SLIP:

IN SLIP

Each time a machine is brought into the building, an IN Slip is completed for the machine at the Control Department; a copy of the IN Slip is given to the Salesperson for his/her records; another copy of the IN Slip is filed in the Salesperson's section of the IN File along with the OUT for the machine; the other two copies may be discarded.

EXAMPLE OF MONTHLY INVENTORY SHEET:

MONTHLY INVENTORY SHEET

Each Salesperson completes a Monthly Inventory Sheet, listing the machines that s/he has out of the building at the time. The Control Manager receives the Sheets from the Marketing Coordinator and verifies the accuracy of each list by matching it against the OUT Slips in the Salesperson's OUT File. The Control Manager forwards the sheets to the Marketing Coordinator for follow-up of any discrepancies.

EXAMPLE OF SUPPLIES INVENTORY CARDS:

SUPPLIES INVENTORY CARDS

Each supply item in the Dealer's supplies inventory has an Inventory Card, and the Control Manager uses these to keep track of the supplies in stock, the reorder quantities, and the shipments received. When taking bi-monthly inventory of supplies, s/he records the amount on hand onto the Card for each item; when reordering supplies, s/he writes onto the Card the amount ordered; and when the shipment arrives, the Receiving Clerk records the quantity received for each item. The Inventory Cards thus provide a record of activity for each supplies item, and can be used to determine the quantity of each item that should be kept on hand. The Cards are kept in an Inventory Card File, in order by supplies category.

EXAMPLE OF PURCHASE ORDER:

PURCHASE ORDER

The Control Manager completes a P.O. when reordering supplies. A Copy of the P.O. is sent to the vendor to order the items, another copy is forwarded to the Accounts Payable Clerk for verification of the order before payment to the vendor, and a copy of the P.O. is retained in the P.O. File at Control (with P.O.s for other items purchased by the Dealer) until the order arrives. The P.O. is then used to verify the accuracy of the shipment.

EXAMPLE OF RENTAL RETURN FORM:

RENTAL RETURN FORM

The Control Manager completes a Rental Return Form when a customer returns a machine s/he has rented. This Form serves as a record that the rental machine was returned. The Control Manager forwards the forms to the Rent Control Clerk for processing the machines out of the rental system.

EXAMPLE OF SHOP SERVICE ORDER:

SHOP SERVICE ORDER

The Control Manager completes a Shop Service Order when a customer brings in a machine for repair in the Dealer's Shop. A copy of the Service order goes with the machine to the shop for a Service Technician to use in estimating repairs and costs; the other copies are forwarded to the office for the Service Call Clerk to check for maintenance Agreement, warranty and customer credit status.

EXAMPLE OF SALES ORDER:

SALES ORDER

The Control Manager completes a Sales Order for supplies when a customer comes in to purchase these. S/he forwards the Sales Order to the office with the customer, so the office can use a copy as a payment receipt when the customer pays for the supplies, and can use the other copies for recording the cash transaction in Accounts Receivable records.

CONTROL MANAGER

FILES USED

IN/OUT FILES: IN and OUT Slips are retained in IN/OUT Files at Control. OUT Slips are placed in chronological order in each salesperson's section of the OUT File when s/he takes a machine out. When a machine is returned, the OUT Slip for the machine is removed and put, with the IN Slip, in their IN File.

STOCK CARD FILE: A Stock Card for each machine in the Dealer's inventory is kept in the Stock Card File at Control. A copy of each OUT Slip is put in this file behind the Stock Card for the machine when it is checked out at Control. This file provides a record of the location for each machine in the company.

INVENTORY CARD FILE: Inventory Cards for supplies items are retained in this file, in order by category of item. The Control Manager uses the file to keep records of supplies activity -- quantities ordered and received and quantities to keep on hand.

P.O. FILE: The Control Manager receives two copies of each P.O. written by authorized personnel and retains these in the P.O. File at Control until the shipment on the P.O. is delivered. At delivery, the P.O. is pulled from the file and used to complete receiving procedures. If an incomplete shipment is received, the P.O. is retained in the P.O. File until it is filled. When the P.O. is filled, one copy is forwarded to Accounts Payable, for verification of the vendor's invoice, and the other copy is filed with the Receiver in the Receiver File.

RECEIVER FILE: When a shipment of items purchased by the Dealer arrives, a Receiver is completed by the Receiving Clerk, listing all the items and quantities received. One copy of the Receiver is forwarded to Accounts Payable for verification of the vendor's invoice; the Control Manager files the other copy with its P.O. in the Receiver File in chronological order within each vendor's file.

SHIPPING FILE: The Shipping Clerk retains a copy of each Sales Order for supplies that s/he fills and ships to customers. The Control Manager files these copies in the Shipping File in alpha order by customer name. This file is consulted when questions arise about supplies orders that have been shipped to customers.

PROCEDURES FOR CONTROL MANAGER

I. TRACK MACHINE INVENTORY: OUT-GOING

1. The movement of machines into and out of the building is recorded at the Control Department on IN/OUT Slips. Though on occasion others may also need to take out or bring in a machine, most movement of machines is done by salespeople -- to take out a machine for sale, to return a demo or lease, to make a sale machine exchange, to ship a return or demo or lease, to make a sale machine exchange, to ship a sale machine to a customer, etc. ALLOW NO MOVEMENT OF MACHINES INTO OR OUT OF THE BUILDING WITHOUT THE COMPLETION OF AN IN/OUT SLIP.

2. When a salesperson takes out a machine, complete a quadruplicate OUT Slip for the machine:

a. Write in the machine model and serial number, the customer's name and the date.

b. Have the salesperson sign the slip.

c. Give the top two copies to the salesperson; retain the other two copies at Control.

d. The salesperson will obtain the customer's signature on the slip, if the machine is left at the customer's location, and will give him/her the second copy; the salesperson will retain the original to use in completing his/her Monthly Inventory Sheet.

3. File the control copies of the OUT Slip:

a. File one copy in the Stock file, behind the correct Stock Card; double-check that the serial number on the slip matches the Stock Card serial number.

b. File the other copy in the IN/OUT file, behind the Salesperson's name in the OUT section.

II. TRACK MACHINE INVENTORY: IN-COMING

1. Machines coming IN the building must be recorded, just as machines going OUT. An IN Slip must be completed for the machines and filed in the IN/OUT File.

2. When a Salesperson brings IN a machine, complete a quadruplicate IN Slip for the machine; you will use only two copies of the Slip:

a. Fill in the machine model and serial number.

b. Write "IN" on the customer line.

c. Put your initials on the signature line.

d. Fill in the salesperson's name and date.

e. Give the top copy to the salesperson, and retain one copy at Control. Discard the other two copies.

3. File the IN Slip:

a. Find the corresponding OUT Slip behind the salesperson's name in the OUT section of the IN/OUT File.

b. Double-check that the two slips are for the same machine.

c. File both slips in the IN section of the IN/OUT File behind the salesperson's name.

III. IN-COMING MACHINES NOT IN INVENTORY

1. Machines coming in as sales exchanges or returns, repossessions and trade-ins are not in the Dealer's Open Inventory. (Once a machine is sold, it is moved to Sold Inventory.) An IN transaction cannot, therefore, be completed at Control in the regular way. Special check-in procedures must be followed to properly incorporate the machine into the Dealer's Open Inventory.

2. Complete an IN Slip, the same as for regular check-in:

a. Note at the top the machine status -- exchange, etc.

b. Fill in the machine model and serial number, the name of the customer from whom the machine came, your initials, the salesperson's signature and date.

3. Distribute the copies of the IN Slip:

a. Staple the first copy to the Sales Order for the transaction and forward it to the Marketing Coordinator.

b. Discard the second copy.

c. Give the third copy to the Salesperson.

d. Put the fourth in the machine.

4. Put the machine in a holding area until a request for it comes in.

5. The Inventory Clerk will receive the Sales Order from the Marketing Coordinator and will add the machine to "Other Inventory" in the Open Inventory Card File; when there is a request for the machine -- to rent or sell it, for example -- ask the Inventory Clerk to move it from "Other" to the appropriate inventory. An OUT Slip must then be completed when the machine leaves Control.

IV. VERIFY SALESPEOPLES' MONTHLY INVENTORY RECORDS

1. At the beginning of the month, the Marketing Coordinator will bring you the Monthly Inventory Sheets for all salespeople. Verify that the machines listed on each Salespersons' inventory sheet match his/her OUT Slips for the previous month.

a. Pull the Salesperson's OUT Slips and put them in order by date.

b. Match the machines on the Slips against those listed on the person's Monthly Inventory sheet -- indicate "OK" next to each item on the sheet for which you have a corresponding OUT Slip.

c. These matched machines are now verified as being in the salesperson's inventory.

2. Investigate if machines that have an OUT Slip but do not appear on the Inventory Sheet have been sold:

a. Check the Sold Inventory Card File in the office for a card indicating that the machine has been sold.

b. Check for the machine with the Inventory Control Clerk -- the sale may have been recent and the Clerk may not yet have updated the Inventory Card.

c. Check for the machine with the Marketing Coordinator -- the sale of the machine may be awaiting credit approval; indicate this on the OUT Slip.

d. If the machine has been sold, write "Sold" onto the OUT Slip.

3. Add onto the Inventory Sheet any machines that have an OUT Slip in the salesperson's OUT File but are not on the sheet or sold. Indicate those awaiting credit approval. Return the OUT Slips to each salesperson's OUT File.