2023 Courses in Liverpool

What do engineers and project managers need to know of finance? 'Nothing - leave it to the accountants!' No, no, no! Engineers must be conversant with the terminology and statements that accountants use. Technical expertise in projects, service delivery, production or other areas can only really be harnessed if the managers understand the accounting and reporting that drives businesses. This course gives the necessary understanding to project, production and technical managers. It develops their skills in understanding financial and management accounting. Accountants may not always like it but a major part of their work is to be the 'servants of business' and to gather, compile and present your figures. So you must understand the figures - they belong to you, your processes or projects. There are many reasons for maintaining accurate accounts. This course focuses on the strategic issues (those over-used words) - what figures reveal about the drivers of business and what they reveal about the day-to-day issues that accountants bother you with. The course will enhance your understanding of finance and of the accounting issues which affect your projects, production and technical areas of business. This course will help you: * Understand the business world in figures - make sense of what the accountants are telling you * Appreciate what drives business - and how this affects your role in your part of the business * Relate your activities to the success of the business - through figures * Gain the skills to advance in management - financial awareness is a 'must have' if you are to progress in your career 1 WHAT DO ACCOUNTANTS DO? * The finance function, types of accountant, financial v management accounting and the treasury function * Understanding the role of the finance function and how the information you provide may be used 2 THE BASIC FINANCIAL STATEMENTS * Balance sheets and income statements (P&L accounts) * What they are, what they contain and above all what they can reveal - how to read them * The accounting process - from transactions to financial statements * What underpins the statements - accounting systems and internal controls 3 WHY BE IN BUSINESS - FROM A FINANCIAL PERSPECTIVE * The driving forces behind financial information * Performance measures - profitability, asset utilisation, sales and throughput, managing capital expenditure 4 ACCOUNTING RULES - ACCOUNTING STANDARDS * Accounting concepts and the accounting rules: accruals, 'going concern' - substance over form and other 'desirable qualities' * Accruals - why the timing of a transaction is so important to the finance function * Depreciation and amortisation - the concepts and practice * Accounting standards - the role of International Financial Reporting Standards 5 CASH * The importance of cash flow - working capital management * Cash flow statements - monitoring overall cash flows * Raising cash - levels of borrowing, gearing * Spending cash - an outline of capital expenditure appraisal 6 BUDGETING * Why budget? - good and bad practice * Determining why budgets play a key role and should not be simply an annual ritual * Justifying your budgets - the link between the strategic plan and day-to-day budgeting - alignment of company culture * Budgets as motivators - the importance of the right culture * Techniques to improve budgeting - whether day-to-day or capital budgeting 7 COSTING * The type and detail of costing very much depends on your business - eg, manufacturing piston rings is quite different from the construction of a power plant * Issues with overhead allocation * Accounting for R&D 8 READING FINANCIAL STATEMENTS * Annual financial statements - why they are produced, what's in them and what you should look for * Learning what a set of accounts reveals about a company's current situation, profitability and future prospects 9 PERFORMANCE MEASUREMENT - ANALYTICAL REVIEWS AND RATIO ANALYSIS * ROI/ROCE * Profitability, margins and cost control * Sales - asset turnover * Efficiency (asset / stock turnover, debtor / creditor days) * 'City' measures * Investment (interest / dividend cover, earnings per share, dividend yield)

The 'golden rule' of negotiation is simple - don't! But life's rarely that simple and very often we do have to negotiate, particularly if we want to win the business and especially if we want to win it on our terms. Such negotiations are crucial. We need to prepare for them. We need a strategy, and the skills to execute it. Does your team have a structured approach? Is it flawlessly executed, every time? Or is there room for improvement? This programme will help them master the six fundamentals of closing better business: Manage all these elements well and you will win more business, more profitably. This course will help participants: * Negotiate from a position of partnership, not competition * Deal more effectively and profitably with price objections * Identify and practise successful sales negotiating skills * Identify strengths and weaknesses as a sales negotiator * Understand different types of buyer behaviour * Learn to recognise negotiating tactics and stances * Apply a new and proven structure to their business negotiations * Identify and adapt for different behavioural styles * Be alert to unconscious (non-verbal) communication * Prepare and present a proposal at a final business negotiation stage * Project confidence and exercise assertiveness in all sales negotiations 1 PLANNING FOR SUCCESSFUL BUSINESS NEGOTIATIONS This session introduces the concept of business negotiation and looks at its importance in the context of the participants' roles and activities. It briefly examines why we negotiate and the dynamics involved. Session highlights: * What kind of a negotiator are you? * Negotiation skills self-assessment and best practice * How to establish roles and responsibilities for both parties * How to identify and set objectives for both buyer and seller * How to research and establish the other person's position (business negotiation stance) 2 HOW TO STRUCTURE YOUR NEGOTIATIONS This module presents an eight-step framework or structure for use in negotiations and considers how best to prepare and plan your negotiations within the context of a supplier/customer relationship or business cycle. It also includes a brief review of legal responsibilities and what constitutes a 'deal'. Session highlights: * Learn and apply a formal structure to use when negotiating * How to establish short- and longer-term objectives and opportunities * How best to plan, prepare and co-ordinate a major business negotiation meeting, or on-going negotiations * Understanding of basic legal and organisational requirements 3 VERBAL NEGOTIATION SKILLS This session examines the human and communication dynamics inherent in any negotiation situation. It emphasises the importance of professional skills in preparing for a negotiation by identifying needs, wants and requirements accurately and by qualifying the competitive and organisational influences present. Session highlights: * How to fully 'qualify' the other party's needs, requirements and constraints during the negotiation process by using advanced questioning and listening skills * How to pre-empt negotiation objections by promoting and gaining commitment to options, benefits, value and solutions * How best to propose and suggest ideas, using drawing-out skills 4 NON-VERBAL NEGOTIATION SKILLS This module highlights how different personal styles, corporate cultures and organisation positions can influence events, and demonstrates practical methods for dealing with and controlling these factors. It also examines key principles of body language and non-verbal communication in a practical way. Session highlights: * Gaining rapport and influencing unconsciously * Understanding the importance of non-verbal communication; reading other people's meaning and communicating effectively as a result * Ensure that non-verbal behaviour is fully utilised and observed to create maximum impact and monitor progress (eg, buying signals) * Recognising that business negotiations are precisely structured and agreements gained incrementally 5 PROPOSING AND 'PACKAGING' This session highlights how best to present and package your proposal. It looks at how to pre-empt the need for negotiating by creating minor-options and 'bargaining' points, as well as how to manage the expectations and perceptions of the customer or buyer. Session highlights: * How to identify the key variables that can be negotiated * The power and use of 'authority' within your negotiations * How to structure and present your proposal, ideas or quotation to best effect * The importance of when and how to identify and influence buyer's objections 6 DEALING WITH PRICE This module highlights how to best present and package price within your proposal or negotiation. In most cases, price has more to do with psychology than affordability and preparation and careful handling are essential. Session highlights: * The three reasons that people will pay your asking price * How to set price in a competitive market * The key differences between selling and negotiating * Ten ways to present price more effectively and persuasively 7 GETTING TO 'YES': TACTICS AND STRATEGIES There are many different tactics and strategies common to successful negotiators. This session looks at those that are most appropriate to the participants' own personal styles and situations. The importance of 'follow-through' is also explained and how to deal with protracted or 'stale-mate' business negotiations. Session highlights: * How to negotiate price and reduce discounting early in the process * How to recognise negotiating tactics and strategies in your customer or supplier * Key strategies, techniques and tactics to use in negotiation * The importance of follow-through and watching the details * How to deal with stalled business negotiations or competitor 'lock-out' 8 CASE STUDIES AND REVIEW This session examines a number of different situations and participants discuss ways to approach each. This will allow learning to be consolidated and applied in a very practical way. There will also be a chance to have individual points raised in a question and answer session. Session highlights: * Case studies * Question and answer * Planning worksheet * Negotiation 'toolkit' and check-list 9 PERSONAL ACTION PLANS Session highlights: * Identify the most important personal learning points from the programme * Highlight specific actions and goals * Flag topics for future personal development and improvement

If your organisation manages contractors then your staff need to understand the health and safety issues. This course is the answer. The expert trainer will set out clearly the legal responsibilities of all relevant parties and explore the practical application of these responsibilities with the course participants. The course will then examine the issues associated with the planning of work to be contracted out and the evaluation, selection, control and monitoring of contractors engaged to undertake the work. Although the main focus is on health and safety, the course will also explain how health and safety issues need to be integrated into your organisation's functional management processes to ensure effective control of contractors. The course will consider all types of contracted activities, including construction and maintenance, cleaning, security, plant installation, etc. This programme will give participants: * A clear understanding of the organisation's legal responsibilities for managing contractors * The information they need to assess the competence of contractors * A practical understanding of risk assessment principles and the transfer of risk to contractors * A step-by-step guide to the key aspects of managing contractors in practice, covering: * Planning of the work * Selecting contractors * Handover prior to work commencement * During the work * Reviewing the work on completion * Practical guidance on the integration of health and safety controls into organisational procedures for contractor management 1 INTRODUCTION * Who are contractors? * Why manage contractors? * Different types of contractors * Costs of poor contractor performance 2 OVERVIEW OF HEALTH AND SAFETY LAW AND LIABILITY * Health and safety law and statutory duties * Relevance of civil and criminal law * Enforcement and prosecution 3 RELEVANT LEGISLATION FOR CONTROLLING CONTRACTORS * Health and Safety at Work Act 1974 * Management of Health and Safety at Work Regulations 1999 * Construction (Design and Management) Regulations 1994 (as amended, 2007) * Other relevant legislation * Contract law 4 MANAGING CONTRACTORS IN PRACTICE * Exercise - how well is it happening? * The objectives * Five step approach * Planning of the work * Selecting contractors * Handover prior to work commencement * During the work * Reviewing the work on completion 5 PLANNING THE WORK * Scope and extent * Risk assessment * Interface and other activities * Who controls what? * Contract arrangements 6 SELECTING THE RIGHT CONTRACTOR(S) * Locating contractor organisations * Selection the right contractors * Assessing contractor competence * Approved lists/frameworks * Tender process 7 PRE-WORK COMMENCEMENT * Co-ordination and co-operation * Exchange of information * Contractor risk assessments and method statements * Permits to work * Case study exercise 8 DURING CONTRACT WORK * Communication and liaison * Supervision and inspection of the work * Inspection and reporting procedures * Security issues * Facilities and access 9 REVIEWING WORK ON COMPLETION * Why, what and how? * Achieving continuous improvement in contractor performance 10 QUESTIONS, DISCUSSION AND REVIEW

Finance doesn't have to be a puzzle. And if you want to get anywhere with your career, it had better not be! Whatever your role, you have an impact on the financial wellbeing of the organisation you work for, whether you've got specific financial responsibilities or not. This thoroughly practical, fun and enjoyable one-day workshop will help unpuzzle finance for you. It's an ideal opportunity to master the terminology, get to grips with the concepts, learn how 'the finance department' works and understand the part you play. This course will help participants: * Appreciate the role and importance of Finance within organisations * Be able to recognise and describe some of the common items and jargon used * Identify the elements of the Profit & Loss and the Balance Sheet * Understand cashflow * Make better decisions * Manage budgets 1 INTRODUCTION * Expectations * Terminology * Key financial principles * Accruals * Consistency * Prudence * Going concern 2 THE THREE MAIN FINANCIAL STATEMENTS * Profit & Loss account * Income * Cost of sales * Gross profit * Administrative expenses ('overheads') * Net profit/(loss) for the financial year (the 'bottom line') * P&L format * Balance Sheet * Terminology * Fixed Assets * Current Assets * Current Liabilities * Long-term Liabilities * Capital * B/S format * Cashflow Statement * Financial and management information systems 3 BUDGETS AND FORECASTS * Why budget? * Types of budget - incremental or zero-based * Budgeting for costs - fixed and variable * Budgeting for income * An eight point plan for budgeting for your department * Case study: Small Brother Ltd * Problems and solutions 4 ACCRUALS * Accruals - what and why? * Prepayments 5 OPEN FORUM

This is not a single course but a set of menu options from which you can 'pick and mix' to create a draft programme yourself, as a discussion document which we can then fine-tune with you. For a day's training course, simply consider your objectives, select six hours' worth of modules and let us do the fine-tuning so that you get the best possible training result. Consider your objectives carefully for maximum benefit from the course. Is the training for new or experienced credit control staff? Are there specific issues to be addressed within your particular sector (eg, housing, education, utilities, etc)? Do your staff need to know more about the legal issues? Or would a practical demonstration of effective telephone tactics be more useful to them? MENU Rather than a generic course outline, the expert trainer has prepared a training 'menu' from which you can select those topics of most relevance to your organisation. We can then work with you to tailor a programme that will meet your specific objectives. * Advanced credit control skills for supervisors - 1⁄2 day * Basic legal overview: do's and don'ts of debt recovery - 2 hours * Body language in the credit and debt sphere - 1⁄2 day * County Court suing and enforcement - 1⁄2 day * Credit checking and assessment - 1 hour * Customer visits and 'face to face' debt recovery skills - 1⁄2 day * Data Protection Act explained - 1⁄2 day * Dealing with 'Caring Agencies' and third parties - 1 hour * Debt counselling skills - 2 hours * Elementary credit control skills for new staff - 1⁄2 day * Granting credit and collecting debt in Europe - 1⁄2 day * Identifying debtors by 'type' to handle them accurately - 1 hour * Insolvency: Understanding bankruptcy / receivership / administration / winding-up / liquidation / CVAs and IVAs - 2 hours * Late Payment of Commercial Debts Interest Act explained - 2 hours * Liaison with sales and other departments for maximum credit effectiveness - 1 hour * Suing in Scottish Courts (Small Claims and Summary Cause) - 1⁄2 day * Telephone techniques for successful debt collection - 11⁄2 hours * Terms and conditions of business with regard to credit and debt - 2 hours * Tracing 'gone away' debtors (both corporate and individual) - 11⁄2 hours * What to do if you/your organisation are sued - 1⁄2 day Other topics you might wish to consider could include: * Assessment of new customers as debtor risks * Attachment of Earnings Orders * Bailiffs and how to make them work for you * Benefit overpayments and how to recover them * Cash flow problems (business) * Charging Orders over property/assets * Credit policy: how to write one * Council and Local Authority debt recovery * Consumer Credit Act debt issues * Using debt collection agencies * Director's or personal guarantees * Domestic debt collection by telephone * Exports (world-wide) and payment for * Emergency debt recovery measures * Education Sector debt recovery * Forms used in credit control * Factoring of sales invoices * Finance Sector debt recovery needs * Third Party Debt Orders (Enforcement) * Government departments (collection from) * Harassment (what it is - and what it is not) * Health sector debt recovery skills * Hardship (members of the public) * Insolvency and the Insolvency Act * In-house collection agency (how to set up) * Instalments: getting offers which are kept * Judgment (explanation of types) * Keeping customers while collecting the debt * Late payment penalties and sanctions * Letter writing for debt recovery * Major companies as debtors * Members of the public as debtors * Monitoring of major debtors and risks * Negotiation skills for debt recovery * Old debts and how to collect them * Out of hours telephone calls and visits * Office of Fair Trading and collections * Oral Examination (Enforcement) * Pro-active telephone collection * Parents of young debtors * Partnerships as debtors * Positive language in debt recovery * Pre-litigation checking skills * Power listening skills * Questions to solicit information * Retention of title and 'Romalpa' clauses * Sale of Goods Act explained * Salesmen and debt recovery * Sheriffs to enforce your judgment * Students as debtors * Statutory demands for payment * Small companies (collection from) * Sundry debts (collection of) * Terms and Conditions of Contract * Tracing 'gone away' debtors * The telephone bureau and credit control * Taking away reasons not to pay * Train the trainer skills * Utility collection needs * Visits for collection and recovery * Warrant of execution (enforcement)

High quality specifications are of paramount importance in achieving the right technical performance and value for money. This long-established training programme has been developed to help those involved in producing specifications to create high quality documents in an organised and effective way. It provides a sound foundation for those new to the topic whilst at the same time offering new insights to those with more experience. The programme emphasises the need for a clear definition of requirements combined with the ability to communicate those requirements effectively to third parties. A structured method of preparing specifications is provided, and a range of practical techniques is presented, to enable participants to put the principles into practice. The commercial and contractual role of specifications is also addressed. The objectives of the workshop are to: * Provide a clear understanding of the role and purpose of specifications * Present a framework for organising and producing specifications * Define the key steps involved in creating effective specifications * Demonstrate methods for assisting in defining requirements * Provide tools and techniques for scoping and structuring specifications * Show the role of specifications in managing variations and changes to scope * Present methods to assist the writing and editing of specifications * Review how specifications should be issued and controlled DAY ONE 1 INTRODUCTION * Review of course objectives * Review of participants' needs and objectives 2 CREATING EFFECTIVE SPECIFICATIONS * The role of specifications in communicating requirements * The costs, benefits and qualities of effective specifications * Understanding the differences between verbal and written communication * The five key steps of 'POWER' writing: prepare-organise-write-edit-release * Exercise: qualities of an effective specification 3 STEP 1: PREPARING TO WRITE - DEFINING READERSHIP AND PURPOSE; THE SPECIFICATION AND THE CONTRACT * Designing the specifications required; applying BS 7373 * Defining the purpose, readership and title of each document * Effective procedures for writing, issuing and controlling specifications * The roles and responsibilities of the key players * Understanding contracts; the contractual role of the specification * Integrating and balancing the technical and commercial requirements * Writing specifications to achieve the appropriate contract risk strategy * Deciding how to specify: when to use functional and technical specifications * The role of specifications in managing variations and changes to scope 4 CASE STUDY 1 * Teams review a typical project scenario and identify the implications for the specification * Feedback and discussion 5 STEP 2: ORGANISING THE SPECIFICATION CONTENT * Defining the need and establishing user requirements * Deciding what issues the specification should cover * Scoping techniques: scope maps, check lists, structured brainstorming * Clarifying priorities: separating needs and desires * Dealing with requirements that are difficult to quantify * Useful techniques: cost benefit analysis, QFD, Pareto analysis 6 CASE STUDY 2 * Teams apply the scoping techniques to develop the outline contents for a specification * Feedback and discussion DAY TWO 7 STEP 2: ORGANISING THE SPECIFICATION CONTENT (CONT) * Deciding what goes where; typical contents and layout for a specification * The three main segments: introductory, key and supporting * Creating and using model forms: the sections and sub-sections * Detailed contents of each sub-section * Tools and techniques for outlining and structuring specifications 8 CASE STUDY 3 * Teams develop the detailed specification contents using a model form * Feedback and discussion 9 STEP 3: WRITING THE SPECIFICATION * The challenges of written communication * Identifying and understanding the readers needs * Choosing and using the right words; dealing with jargon * Problem words; will, shall, must, etc; building a glossary * Using sentence structure and punctuation to best effect * Understanding the impact of style, format and appearance * Avoiding common causes of ambiguity * Being concise and ensuring clarity * Choosing and using graphics to best effect * Exercises and examples 10 STEP 4: EDITING THE SPECIFICATION * Why editing is difficult; how to develop a personal editing strategy * Key areas to review: structure, content, accuracy, clarity, style and grammar * Editing tools and techniques 11 STEP 5: RELEASING AND CONTROLLING THE SPECIFICATION * Key requirements for document issue and control * Final formatting and publication issues; document approval * Requirements management: managing revisions and changes 12 COURSE REVIEW AND ACTION PLANNING * What actions should be implemented to improve specifications? * Conclusion

The CIEH Introductory Certificate in Occupational Health and Safety provides an awareness of key health and safety issues, and the part that staff should play in keeping themselves and others free from harm at work. This course will give you a basic background in, and understanding of, general health and safety practices and the control measures required to reduce risks in the workplace.

Recognising the value of, and practising, clear and open communication at all levels is the first step to improving performance, whether at an individual, team, management, leadership or organisational level. We all know this, but why is it so difficult? This unique programme will make it much, much easier for you by giving you a robust framework to use - and the opportunity to practise your skills in a safe, supportive environment. It will help you have conversation that deliver tangible results. The programme will help you: * Overcome the barriers to effective performance conversations * Handle feedback conversations effectively * Improve working relationships with your staff * Set realistic expectations and targets (and get 'buy-in' for them) * Improve your communication style * Plan and prepare for honest conversations in the workplace 1 WHAT IS AN HONEST CONVERSATION? * Why don't we have them more often? * What stops us? * The cost of not having them 2 THE FEEDBACK CONVERSATION * Dealing with the impact of feedback conversations 3 PREPARING FOR CONFLICT 4 EFFECTIVE WORKING RELATIONSHIPS 5 THE EXPECTATIONS CONVERSATION 6 THE TARGETS CONVERSATION 7 YOUR COMMUNICATION STYLES 8 PLANNING AND PREPARING FOR AN HONEST CONVERSATION 9 GIVING AND RECEIVING FEEDBACK SKILLS

This very practical two-day workshop analyses the content and implications of key MoD terms and conditions of contract. The programme explains the principles and terminology of the contractual aspects of defence procurement as well as considering a number of relevant policies and initiatives. The course covers key components, constructs and methodologies associated with any commercial venture entered into with the UK MoD. Starting at the MoD organisational level the workshop sets the scene by looking at the acquisition process and organisation, detailing the various roles and responsibilities of MoD personnel. The workshop provides an in-depth examination of MoD DEFCONs and many narrative terms, setting them in the context of the organisation and its structures. The workshop helps participants to gain an understanding of the content and purpose of the range of MoD DEFCONs and narrative conditions commonly used throughout the acquisition lifecycle. It includes a review of Part 2 of the Defence Reform Act 2014 regarding Single Source Pricing, which comes into effect in 2015 and is already starting to be applied to significant contracts. On completion of this programme the participants will understand the terminology associated with the MoD terms and conditions of contract and will have an accurate view of their relevance, usage and their legal basis and how they can affect contractual and commercial decision-making. They will have gained an insight into defence acquisition contracting and they will be more commercially aware. DAY ONE 1 THE COMMERCIAL ENVIRONMENT * Key roles and responsibilities of the MoD organisations at the heart of the acquisition process 2 TENDERING TO MOD * An appraisal of some of the obligations placed upon contractors when they are submitting a proposal to the MoD pre-contract 3 STANDARDISED CONTRACTING * MoD have introduced non-negotiable standardised contracts for certain levels of procurement. This section considers their use and relevance to defence contracting 4 PRICING, PROFIT, POST-COSTING AND PAYMENT * The parameters specific to a costing structure and the differences between competitive and non-competitive bidding * The role of the QMAC, the profit formula, the requirements for equality of information and post-costing * Different types of pricing and issues surrounding payment 5 DEFENCE REFORM ACT - SINGLE SOURCE PRICING * Single Source Pricing under Part 2 of the new Defence Reform Act * Changes from the existing position, how contractors are affected and the compliance regime that accompanies the new requirements 6 DELIVERY AND ACCEPTANCE * Specific requirements and the significance and impact of failing to meet them * Acceptance plans * Non-performance and the remedies that may be applied by the Customer - breach of contract, liquidated damages and force majeure DAY TWO 7 PROTECTION OF INFORMATION AND IPR * Contractor's and MoD's rights to own and use information * How to identify background and foreground intellectual property * Technical information and copyright in documentation and software * How to protect IPR at the various stages of the bidding and contracting process 8 DEFENCE TRANSFORMATION AND DEFENCE COMMERCIAL DIRECTORATE * Widening and increasing roles and functions of the Defence Commercial Directorate * Background to the Defence Reform Act 2014 9 LEGAL REQUIREMENTS * Terms used in MoD contracts to reflect basic legal requirements * Records and materials required for MOD contracts and therefore the obligations, responsibilities and liabilities that a company undertakes when it accepts these conditions * Overseas activities 10 SUBCONTRACTING AND FLOWDOWN * Understanding the constructs required by the MoD for subcontracting * Which terms must be flowed down to the subcontractor and which are discretionary 11 TERMINATION * Termination of a contract for default * Termination for convenience * How to optimise the company's position on termination 12 WARRANTIES AND LIABILITIES * Obligations and liabilities a company might incur and how they might be mitigated * MoD policy on indemnities and limits of liability 13 ELECTRONIC CONTRACTING ENVIRONMENT * Electronic forms of contracting * Progress toward a fully electronic contracting environment

This programme provides an intensive, two-day overview of the key elements of operations management, including an array of practical tips and tools to help managers be more proactive and effective in the operations management environment - whether that's in an industrial manufacturing context or in operational leadership in the service sectors. At the end of the programme, participants will: * Understand the 6Cs approach to operations management * Be able to apply a range of practical tools and techniques to improve their personal effectiveness towards being a more effective operations manager * Be able to prepare an action plan for the critical first (or next) 100 days in their operational leadership role 1 INTRODUCTION * What is Operations Management and where does it fit in? * What makes a successful Operations Manager? * Introducing the 6Cs of Operations Management 2 CONTEXT * Link to business strategy * Making a year plan * Performance measurement 3 CONTROLS * Governance * Reputational controls * Costs and budgets * Quality * Operational 4 CUSTOMERS * Internal * External * Stakeholder management 5 COMMUNICATION * Planning * Meetings * Reporting * Emails * Notices * Networking * Walking the talk 6 CARE * People * Safety, Health, Environment & Security * Assets 7 CONTINUOUS IMPROVEMENT * Process * Product * Proactivity * Link to KPIs and Year Plan 8 PUTTING IT ALL TOGETHER * Action planning for the first (or next) 100 days * Conclusions