Ask the Expert

The Power of Processes

Documented processes are an aspect of effective operations which are often overlooked, particularly in smaller businesses. There are two overarching rules when working with processes – they need to add value and they need to be seen as living tools – they need to evolve with your business.

So why do you need processes in your business?

It’s no coincidence that the use of processes is considered a significant marker in the maturity of a business. The earlier you start building processes into your operations the better. They will always deliver multiple benefits but here are my top three: 1. They allow you to predict and control outcomes. A fixed set of actions result in a fixed outcome. Change the actions and you change the outcome. 2. They provide structure. A process involves multiple fixed points of reference which can be developed, analysed and examined to feed into other activities essential to managing your business. 3. They provide clarity. A defined process means that stakeholders understand what to do, how to do it, what the outcomes should be. Reducing confusion, misconceptions and unnecessary activity can only be a good thing, particularly where an activity is customer facing or customer focussed.

What can you do with them?

The extent to which a process is used within your business will depend on what it covers. However, there is potential for processes to be used for training, compliance management, improvement activities, benchmarking, cost reduction, quality control and more.

Where do you start?

Decide where formal processes are needed. There are some key areas to start with: Prioritise activities which are audited, subject to legislation or compliance requirements, activities which are business-critical and any areas which require consistent training across all relevant staff. Also consider activities which are creating a lot of ‘noise’ in your operation – unhappy staff, unhappy customers, a lot of firefighting. There is a high likelihood that processes will form part of the solution.

What’s the next step?

Mapping - mapping simply means documenting how a given activity is carried out currently. Work with the people involved to lay down each step, decision and action they carry out in the activity. Analysis – it may be that there is no need to change the process. However, where there are problems, this is the stage where you can improve things. Look for duplication of effort, areas of confusion, waste, non-added value effort, delays and so on. Writing-up - having re-jigged the activity to improve it, you can now write up the process. There are plenty of ways to do this – bullet points, cartoon strip, flow chart, formal Standard Operating procedure and combinations of these. When deciding which format to work with consider: Your audience – Language, level, working context. External requirements – stipulations in legislation or quality management systems for example. The complexity of the process – a very simple process could be communicated through bullet points, a complex process may need a combined flow chart and Standard Operating Procedure.

What happens now?

Having a written process in place is only the start – you now have to communicate and embed the new way of working. Ensure you reach the right people and be prepared to counter some resistance to the change. People take time to adapt so be patient. Longer term, processes need to be reviewed on a scheduled basis as well as in reaction to changes in your operation. And finally – make sure that responsibility for the process is identified and ensure that it is transferred as staff move on. Even the best processes can get lost if this doesn’t happen. If you would like training, help or advice on improving your operations visit my website www.anniemcneely.co.uk or email me at annie@anniemcneely.co.uk

How to sell on Amazon in 2022

Selling on Amazon has become a common way for e-commerce businesses to find their feet in the industry and gain some much-needed experience and cash. If you’re curious as to how to get started selling on the world’s biggest online marketplace, take a look at some top tips from e-commerce expert Chris Allan from WorldFirst.

1. Research your product

With hundreds of millions of active

Amazon customer accounts worldwide, it’s important to find the right niche when it comes to product selection. Tap into your area of expertise, research the market, and think about what sets you and your business apart. Once this has been established, find your target audience and decide who you should be marketing your products to. This will be the very foundation of your e-commerce strategy – you’ll then need to refine your target audience as your business plan evolves and identify what the opportunities and challenges are along the way.

Top tip: Amazon place some restrictions on what products you can sell through the platform so be mindful that the products you select apply to one of their existing categories. Find out more about getting started with Amazon with this helpful guide - https://bit.ly/3J5LMr8

2. Consider international markets

Operating in 16 marketplaces worldwide, Amazon’s vast operational footprint is what attracts sellers to tap into international markets. International expansion is a great way to get your products in front of more potential buyers and in turn drive more sales.

Amazon helps break down barriers to entry, because the infrastructure used to set-up your home market can be applied to overseas territories you plan to target.

For example, sellers within the EU can list products on all Amazon marketplaces within the EU from a single account – and Amazon will automatically help you with things like local taxes.

3. Consider your cross-border VAT

For any business buying goods or services, the additional cost of VAT on top of the purchase price will have to be factored in.

Suppliers will also need to remit that VAT to the relevant tax authority; so if you’re a UK business with an arm in the EU, you will have to consider the different VAT obligations based on where you buy from or sell to. Whether you’re trading in goods or services will also be accounted for. If you’re selling into Europe there could be a six-month waiting list for VAT numbers – which is also important to be prepared for.

4. Source suppliers

Once you know what your product niche is, it’s time to find a supplier. With a global reach of over 26 million active buyers across more than 200 countries and regions, Alibaba.com is one of the largest online B2B marketplaces in the world – and likely to be your first stop. Connecting millions of buyers and sellers from all over the world, Alibaba.com is a great place to start connecting with potential suppliers.

What’s more, you can also use Trade

Assurance, a free transactional protection service that allows you to secure purchases made via the alibaba.com payment portal.

It is especially valuable for providing protection in any instance your product does not meet the quality standards as per the agreed contract with your supplier.

5. Review your payment service provider (PSP)

Consider using an Amazon PSP partner.

Collecting foreign sales in local currency as opposed to being paid back in GBP by Amazon directly can save you a lot in transaction fees, and allow you to maintain foreign currency to re-use if you are purchasing products outside of the UK too. Products like the WorldFirst

World Account offer currency accounts based within each Amazon selling location to receive payments like a local seller. For more information on selling via Amazon visit www.worldfirst.com/uk/blog/ or contact Ian.Coulson@worldfirst.com Chris Allan is Senior Ecommerce Relationship Manager at WorldFirst. Having been at the business for nine years, Chris has been working with a variety of clients from small start-ups to large corporates to help grow their online business’ internationally through marketplace expansion and management of their foreign currency requirements.