Learn / 02
How businesses operate.
A business depends on different activities working together to deliver a product or service to customers. From managing daily operations to marketing, finance and customer service, each area plays a role in keeping the business running.
The big picture
From an idea to the customer.
Although every business operates differently, the basic process can be understood through a few key stages.
- 01PlanDecide what the business will offer, who it will serve and what it needs to operate.
- 02OrganiseArrange the people, resources, money and processes needed to run the business.
- 03OperateCarry out the everyday activities required to create or provide the product or service.
- 04DeliverProvide the product or service to customers and create value for them.
- 05Review & ImproveLook at performance and customer feedback to identify what could be improved.
Inside a business
Different areas. One business.
- Operations
- Manages the activities involved in producing or delivering the business's products or services.
- Marketing
- Helps the business understand customers and communicate and promote what it offers.
- Finance
- Tracks and manages the money coming into and going out of the business.
- People
- Focuses on the employees and teams needed to carry out the work of the business.
- Customer Service
- Supports customers and helps the business respond to their questions, needs and feedback.
They don't work alone.
Example: a café launches a new drink.
Marketing
Researches what customers might want.
Finance
Checks expected costs and helps set a suitable price.
Operations
Sources ingredients and prepares the process.
People
Staff learn how to prepare and serve it.
Customer Service
Customer reactions and feedback help the café understand how the drink is received.
See it in real life
Inside a local café.
A café may look simple from the customer's point of view, but several activities happen behind the scenes every day.
- Operations
- Ingredients and stock need to be ordered, stored and prepared.
- Marketing
- The café may use promotions, social media or branding to attract customers.
- Finance
- Sales, expenses and other financial information need to be monitored.
- People & Customer Service
- Staff prepare orders, communicate with customers and respond to feedback.
Key takeaway
Businesses operate through different activities and functions that work together. Understanding how these areas connect helps explain how a business turns its resources into products or services for customers.