How Does Your
Organization Measure Up? Nine Critical Success Factors
By
David Schmidt Not only are the following nine factors critical to the effective
execution of a company’s credit and collection operation, but they also
provide an outline of the major functional areas for which the credit
staff is responsible. Failure
to perform well in any one area, will also diminish performance in other
functional areas. By
evaluating your own performance in each of these areas, you should be able
to realize opportunities for improvement that will provide across the
board benefits. 1.
CONVENIENT ACCESS TO RELIABLE INFORMATION - This includes credit
sources, information technology reports, credit department files (paper
and computer), economic and market information, etc. 2.
VALID RISK ASSESSMENT PARAMETERS - It is not enough to just assign
credit limits, which are a measure of capacity, but accounts must also be
classified by their probability of going bad. The key is to maximize profits
across the portfolio. This
requires constant monitoring. 3.
EFFICIENT CREDIT APPROVAL PROCEDURES - This includes not only a
reliable decision making process, but also the ability to evaluate new
customers and process all orders in a timely manner. 4.
SYSTEMATIC COLLECTION PROCEDURES - Statements, letters, and phone
calls must be integrated to provide comprehensive follow-up on all past
dues. 5.
TIMELY AND ACCURATE CASH POSTING - Though primarily an accounts
receivable accounting function, credit & collection activities depend
on this being done properly the first time, on time. 6.
CLEARLY STATED STAFF RESPONSIBILITIES - Due to the volume of
information that passes through the credit function, all staff members
must know their part in the process.
An up-to-date credit manual is essential to this, as are individual
and departmental goals and objectives, staff training and
empowerment. 7.
REGULAR COMMUNICATIONS WITH SALES - The sales department is the
credit function's customer, so it is essential that sales and customer
service know what credit is doing and vice versa. 8.
ELIMINATION OF BARRIERS TO PAYMENT - Most deductions and disputes
are caused by upstream activities occurring during sales and order
fulfillment, production, distribution, or billing. By identifying and correcting the
internal causes of slow, partial and non-payment both cash flow and credit
department performance is enhanced. 9. SUPPORT OF TOP MANAGEMENT - Without the support of the company’s executives, the implementation of best practices within the credit and collection function is not possible. With cash flow critical to a corporation’s financial success, credit and collection performance must be a corporate priority.
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