OPERATIONS MANUAL FOR ZL MARKETING DEPARTMENT

1. INTRODUCTION DEPT. VISION DEPT. MISSION GOALS VALUES 2. BUSINESS DESCRIPTION 3. ORGANISATIONAL DEFINTIONS KEY EMPLOYEES/PERSONNEL KEY PERSONNEL BIOGRAPHY/DEFINITION 4. ORGANISATION OF THE MARKETING DEPARTMENT} JOB DESCRIPTION LEVEL STRUCTURES OF THE DEPARTMENT 5.0 STANDARD PROCEDURAL FRAMEWORK 5.1.1 RESEARCH & ANALYSIS (CONSIDER HOW YOU OBTAIN INFO ABT MKTS AND ANALYSE INFO OBTAINED) 5.1.1 How do you support the info gathering and analysis process 5.1.2 how do you go about the collection, interpretation and presentation of infor. 5.1.3 5.1.4 how efficient are processes leading to definition of intelligence requirement that lead to info gathering and the development of a detailed understanding of the organization and its environment. II. IMPLEMENTATION OF MARKETING PROGRAMMES Communication with stakeholders Management of products and services Management of customer relationships Management of programmes/projects

Schemes put in place to aid communication with stakeholders via: Development of effective communications Delivering effective communications Who and what processes are in place for the development and delivery of communications

Creation and management of effective communication activities Developing, directing and implementation of I.M.C strategies. 5.2.1 managing customer relations I. II. Processes in place to maintain, improve and deliver effective customer service. How do you plan, prepared and manage the running of programmes and projects.

5.3 measuring effectiveness I. II. Processes in place to monitor and evaluate the effectiveness of marketing How do you explain the success or failure of marketing activities -Use of metrics to improve effectiveness -Create systems of critical review and appraisal to inform future marketing activities. -define measurement appropriate to the plan and ensure they are undertaken. -evaluating activities and identifying improvement using data.(measurement) 5.4 BRAND ISSUES -Regarding development and management of brands and reputation. -how do you promote organization wide innovation in development of brands -creation and building of competitive brands -How do your support staff assist in creating/managing your brands. 5.5 managing marketing people Efforts to develop teams and individuals to enhance marketing performance and coordinating with other functions and disciplines. What opportunities are in place for people to enhance own performance and manage change Provision of professional leadership and development of cooperative environment. How do you encourage people to developed their competence relevant to marketing roles and how ready are they to embrace change and influence others to modify behaviours and attitudes.

5.6 Corporate social responsibility What factors are in place in ensuring the organization activities are ethical and social responsible and communicate them internally. Evaluation of ethical codes, to ensure compliance with marketing activities Incorporate ethics and governance into daily activities

5.7 Strategy and Planning Role and contribution of staff towards gathering info and overall in put into strategy process. How to promote strong marketing orientation and influence strategy to direct the marketing planning process. What factors influence strategy formulation and production of marketing plans. 5.8 Customer service Establish and monitor activities and information for delivering effective customer relationships Managing and monitoring the provision for effective customer service Direct and control information and activities that deliver customer relationship and service Promote and create a customer orientation and infrastructure for customer relationships Factors put in place to manage, support and deliver effective customer service. 6.0 major products/services Zoomlion provides integrated waste management services in Ghana and beyond. The companys key services include the following: . . 7.0 Revenue analysis

8.0 SWOT Analysis S O W P

9.0 key competitors Competitor analysis Impact of their activities and how ZL is able to surmount pressures from them to still remain leader.