· 01.MANAGEMENT AND EXECUTIVE
o 01.USING THIS TEMPLATE
§ Real Estate 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.REAL ESTATE SALES
o 01.AUCTIONS
§ Auction conduct and assisting
§ Auction authorities and offers
§ Auction Day
§ Auction Flowers
§ Auction Preparation
§ Auction Tasks
§ Auction venue guidelines
§ Auctioneer's guidelines
§ Information pack for Auctioneers
§ Preparing for an Auction
§ Prospective Bidders
o 02.CUSTOMER SERVICE PROGRAM
§ Anniversary Cards
§ Christmas Cards
§ Customer Service
§ Gift Boxes
§ Movie Ticket ordering
§ New Listing Client Welcome Calls
§ Newsletters - Quarterly
§ Newsletters - Weekly email newsletter
§ Photo Albums
§ Purchaser Calls
§ Questionnaires - Vendor
§ Surveying vendors, purchasers
§ Thank you cards
o 03.INSPECTIONS
§ After Inspection Advice
§ Conducting an open for inspection
§ Open for Inspection Buyer Referral Policy
§ Presenting property for Inspection and Auction
§ Prospective Buyer Inspections
§ Security - Vendors Property Policy
o 04.LISTINGS
§ Advertising Negotiation Policy
§ Advice of new listing procedure
§ Changes to listing details
§ Conjunctional Listings
§ Gaining an extended authority period
§ Hidden (on the quiets or pocket) listings are strictly forbidden
§ Is the property suitable for auction?
§ Leave behind documentation
§ Listing aim
§ Listing closing process
§ Listing Presentation Summary
§ Listing Source
§ Methods of sale
§ Needs analysis
§ Obtaining Vendor Statements when taking another agents listing
§ Property marketing plan
§ Property Run Policy
§ Reassigning listing to another Salesperson
§ Tenanted Property managed by another agent
§ The Agency Agreement
§ The Property Run
o 05.MARKET APPRAISAL
§ After appraisal dropper policy
§ After appraisal filing
§ Market Appraisal Appointment Procedure
§ Delivering Pre- Marketing Appraisal Kits
§ Market Appraisal Contents
§ Market Appraisal Kits
§ Preparing Market Appraisal
§ Recording Market Appraisals
§ Rental Property Appraisals Policy
§ Sales Appraisals
§ Who is authorised to list and appraise a property
o 06.PROPERTY SALES
§ After inspection advice procedure
§ After settlement
§ After the offer is made
§ Authorities
§ Cancelled Sales
§ Deposit Taken and Under Offer
§ Email Sale Sold Advice
§ Forthcoming Sale/ Auction Spike
§ Guidelines on giving out property information
§ Obtaining and Presenting Offers
§ Organising and exchanging contracts
§ Prospective buyer inspections
§ Offer and Acceptance
§ Property Alterations
§ Qualifying Buyers
§ Reporting to Vendors
§ Reviewing an inspection with a prospective buyer
§ Sales to Foreign Nationals
§ Section 32- Vendor Statements
§ Sold Property Script Policy
§ Sold Stickers
§ Targets for Sales Team
§ Tracking Sales
§ Vendor Weekly Contact
§ When a buyer defaults
o 07.PROSPECTING
§ After Sales Service
§ Building long term relationships with clients
§ Business Development Areas Policy
§ Handling a telemarketing lead
§ Managing Telemarketing Reports
§ Prospecting Strategy
§ Telemarketing Policy
§ Testimonials
o 08.SALES TEAM OPERATIONS
§ Builders
§ Buyer communication
§ Buyer Inquiry Source Recording
§ Commission information
§ Conducting sales meetings
§ Data Entry rules
§ Directors Guarantee and Indemnity
§ Discipline
§ Disputes- External Agents and the Public
§ Donations
§ Dress and Behaviour
§ Enquiries and Appraisals
§ Gaining extended authority period
§ Giving out property information
§ Internal Office Disputes
§ Keys and Key Safes
§ Maintaining the Sales White Board
§ Management of Sales Department
§ Management review of listings
§ Market appraisal policy - External to your office
§ Meeting with Presenter
§ Office commissions and basis of calculation
§ Out of Office/Voicemail
§ Mobile Phones
§ Prepare market share reports
§ Salespersons Commission
§ Vendor communication and feedback
§ Personal Assistants
§ Personal Profiles
§ Property Previously sold by Our Company
§ Relations with Other Agents
§ Removal of file
§ Reviews Half- Yearly
§ Staff Members Purchasing Property
§ Supervision of Sales Training
§ Targets for the sales team
§ Tenure of Purchaser
§ Tenure of Vendor
§ Under offer email advice
§ Using Administration team members
§ Weekly sales meetings
§ When a buyer defaults
o 09.SETTLEMENT
§ Confirming Settlement
§ Handing over Key
§ Key Procedure
§ Purchaser & Vendor communication at settlement
· 03.PROPERTY MANAGEMENT
o 01.ARREARS CONTROL
§ Arrears Management
§ Orders for possession
§ When tenants pay all arrears
o 02.BREACH PROCEDURES
§ Abandoned Goods
§ General Breach
§ Overdue Landlord Invoices
§ Rental Arrears
§ Termination of a Tenancy Agreement
§ Tribunal
§ Tenant Eviction
o 03.ENQUIRY PROCEDURES
§ Prospective Landlord Client
§ Prospective Tenant
§ Steps for Listing
o 04.GENERAL PROCEDURES
§ Accessing an Occupied Property
§ Boards Up/ Down
§ Bond Lodgement Forms
§ Cash Rental Payments
§ Digital camera use
§ Desk Management
§ File Archiving
§ Filing
§ Hard Copy File Creation
§ Ideal Week Property Management - Admin
§ Key Movement
§ Key Naming
§ Lost Properties
§ New Authority Documents Online
§ New Tenant Leases
§ Property Marketing
§ Printing Off Photos
§ Registered Post Documents
§ Rental Advertising
§ Reports for End of Week
§ Signing Up New Tenant
§ Soft Copy Document Saving
§ Soft Copy Folder Creation
§ Standard task list for Property Managers away
§ Tenant Welcome Pack
§ Vacating Letters
o 05.MANAGEMENT PROCEDURES
§ Condition Report
§ Lease Agreement & Rental Review
§ Periodic Inspection
§ Open Packs for Saturdays
§ Rental Appraisal
§ Rental Increase
§ Repairs & Maintenance
o 06.PROPERTY HANDOVER PROCEDURES
§ Agent to Client
§ Agent to Tenant
§ Client to Agent
§ Taking over Property from another Agent
§ Tenant to Agent
o 07.PROPERTY MANAGEMENT OPERATIONS
§ Intention to vacate (all tenants)
§ Negotiating access with tenants
§ Premature intention to vacate (additional rules)
§ Property maintenance
§ Routine Inspections
§ Tenancy Tribunal hearings
§ Tenants request for further tenancy agreement
§ Tenant's reference
§ Vacated property inspection and bond refund
§ Withdrawal of intention to vacate
· 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.ADMINISTRATION
o 01.MANAGING RECORDS AND BACKUP
§ Accounts Archiving
§ Archiving of Sales Files
§ Anti-Virus Software
§ Backing up data files
§ Finding and restoring lost data
§ Managing electronic records
§ Managing paper records
§ Managing computer and office equipment Security
§ Overnight Back- Up Tapes
o 02.RECEPTION
§ Daily Tasks
§ Day Book
§ Franking Machine
§ Greeting telephone callers
§ Greeting visitors to the office
§ In case of Emergency
§ Phone Directory
§ Printing Rental Lists
§ Processing Mail
§ Receipting rents
§ Receiving payments
§ Record Allocation of Enquiries
§ Relieving Reception
§ Sales Process
§ Saturday Receptionist duties
§ Switchboard Operations
§ Tasks after entering the office
§ The Telephone
o 03.OFFICE OPERATIONS
§ Administration of office keys
§ Control of Documents
§ Control of records
§ Internal Audit Procedure
§ Keysafe On
§ Keysafe removal
§ Preparation & Sending of Advertising Feedback Letters
§ Maintaining sales file
§ Maintaining & updating the staff phone list
§ Managing keys and lock boxes
§ Non conformance, Preventative & Corrective action
§ Who can update policy & procedure
§ Withdrawn from sale files
o 04.SALES ADMINISTRATION
§ Converting Sale Property to Auction
§ Listing/Sales Monthly Report
§ Preparing & Sending Contracts
§ Preparing Instructing Letters
§ Real estate.com.au guaranteed top spot
§ Scanning/Storing OFI Data
§ Sold files
§ Sold Property Maintenance
§ Stamping of Sale & Leasing Authorities
§ Stock Sheet
§ Weekly Sales Statistics
o 05.OFFICE SUPPLIES AND MAINTENANCE
§ Approved and preferred tradespersons list
§ Business cards
§ Maintaining electronic equipment
§ Minimising waste
§ Money Bag Receipt Slips
§ Office library
§ Selecting suppliers
§ Shopping
§ Stationery Ordering
§ Stores Ordering
§ Suppliers and Products
§ Supplier Negotiations
o 06.OFFICE PRESENTATION
§ Cleaning the office
§ Keeping desks and the office tidy
§ Keep Reception/ Board Room/ Meeting Room Tidy
§ Kitchen Policy
§ Maintaining customer areas
§ Managing signs for property sales and rental
§ Office Window
§ Shredding Documents
o 07.IT
§ Altering permissions for TKO access
§ Computer Software Upgrades
§ IT Issues
§ Storing Fax Numbers in Photocopier
o 08.GENERAL ADMINISTRATION
§ Binding Machine Function
§ Client Services Statistics
§ General Communication
§ Insurance Policy Schedule
§ Mail Labels
§ Mail Merge Labels
§ Maintenance of Procedures
§ Professional Indemnity Insurance
§ Publishing Manuals
§ Purchasers - "Where our buyers come from"
§ Return to Sender Mail
§ Standard Letter Format
§ Updating/ Creating Forms & Templates
§ Weekly Reports
o 09.VERIFICATION
§ Account Sales Calculations
§ Account Sales Letters
§ Commissions
§ End of Month Rollovers
§ Payroll
§ Trust Account Signatory
· 06.FINANCE
o 01.ACCOUNTS RECEIVABLE
§ Preparing Invoices
§ Receipting Payments
§ Accounting for Discounts
§ Overdue Accounts
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
· 07.TRUST ACCOUNTING
o 01.GENERAL TRUST ACCOUNT OPERATIONS
§ Banking sales trust monies
§ Managing dishonoured cheques
o 02.PROPERTY MANAGEMENT TRUST
§ Creating a Commercial Invoice
§ End of Month
§ Enter Invoices
§ Landlord Run
§ Receipting Rents from Property Management Trust Account Statement
§ Reconciliation of Rental Trust
§ Rental Trust Banking
o 03.SALES TRUST
§ Account Sales
§ Banking Deposit
§ Drawing Funds at Settlement
§ End of Month
§ End of Month Rollover
§ Manual Sales Receipts
§ Not Proceeding With (NPW) Files
§ Outstanding Deposits Reports
§ Sales Instructing Files
§ Sales Trust Account Reconciliation
§ Sales Trust Banking
§ Section 27's
§ Stakeholders
· 08.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 of receiving employee manual
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
· 09.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
· 10.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
· 11.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
