Principles of relationship management in a food environment Overview This standard is about the principles of relationship management in a food environment. A food business must source, initiate, develop and maintain relationships with a number of external invidividuals and organisations including customers, suppliers, regulatory authorities and others. Relationship management is important to all functions across a food business including technical, sales, distribution and is therefore important to the success of an organisation. You will need to know and understand the different methods and systems by which an organisation can mange relationships. You will also need to know and understand the importance of communication, behaviours and conduct and how this may be tailored depending on the individual or organisation being dealt with. This standard is for you if you work in food and drink manufacture and/or supply operations and are involved relationship management in a food environment. IMPBG305K 1
Performance criteria See You must be able to: IMPAB303S Develop and maintain external relationships in a food environment IMPBG305K 2
Knowledge and understanding You need to know and understand: K1 the importance and value of effective relationship management to business success K2 how a whole workforce strategy to relationship management can be of benefit to the success of a food company K3 the regulatory and business requirements for the managing of relationships with people external to a food business K4 the benefits and challenges in the use of e-based customer relationship management (CRM) systems and paper based systems K5 the resources, security, staffing and information technology systems needed to support a CRM system K6 how marketing systems can be used to track and measure e-mail, social media, telephone and direct mail when developing and maintaining relationships with external contacts K7 the metrics by which marketing systems can be measured including responses, leads, contracts and financial revenue K8 what the benefits and challenges are of using new technology, including social networking sites, to aid relationship management K9 the key differences between the management of relationships with customers, suppliers and regulatory authorities K10 how relationship management and business success can be improved by increasing communication and liaison between different functions across a food business K11 why it is important to embed the behaviours and culture expected when dealing with external individuals and organisations into the food business policies and how to do this K12 how to develop and instil a culture of behaviour and conduct that reflects positively on individuals and the food business when initiating, developing and maintaining relationships with external contacts and why it is important to do so K13 why it is important to recognise how individuals and organisations require different approaches to communication and working relationships and how to IMPBG305K 3
do this IMPBG305K 4
Additional Information Links to other NOS Food Management and Business Enterprise Suite of National Occupational Standards IMPBG305K 5
Developed by Improve Version number 1 Date approved August 2011 Indicative review date Validity Status Originating organisation Original URN Relevant occupations Suite Key words August 2016 Current Original Improve IMPAB305K Sales and marketing, business management Food Business Growth and Development Relationship management; food; drink IMPBG305K 6