This document outlines the Practice Management System (PMS) for Michelle Hoskin's financial planning practice. It details sections on company policies and objectives, human resources management, training and continuing education requirements, document control, information security, risk management, and processes for clients, marketing, financial management, compliance, and office administration. The PMS aims to ensure the practice operates according to all necessary regulatory requirements and delivers excellent service to clients.

1. R 2012 MDRT Annual Meeting e-Handout Material
Title: Create and Lead a 21st-Century Practice
Speaker: Michelle Hoskin
Presentation Date: Tuesday, June 12, 2012
2:00 - 3:00 p.m.
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country. MDRT also suggests that you consult local insurance regulations pertaining to the use of
visual material with clients.
© 2012 Million Dollar Round Table
Million Dollar Round Table Phone: +1 847.692.6378
325 West Touhy Ave Fax: +1 847.692.4615
Park Ridge, IL 60068 USA Website: www.mdrt.org

2. The Practice Management System™
1.0 Introduction
1.1 The Practice Management System™ (PMS)
1.2 Contact
2.0 The Company
2.1 Company Profile
2.2 Regulatory Framework and Redress System
2.3 Company Subsidiaries
2.4 Professional Insurance
2.5 Certifications and Registrations
3.0 Our Aim
3.1 Our Core Values
3.2 Our Internal Code of Conduct
4.0 Company Objectives
5.0 Company Policies
5.1 Quality
5.2 Risk Management
5.3 Equality and Diversity
5.4 Compliance
5.5 Health and Safety
5.6 Corporate Social Responsibility
5.7 Information Security
6.0 Business Review Process
6.1 Business Review Documentation
7.0 HR Management
7.1 Our Unique Team
7.2 Profiles
7.3 Confidentiality Agreements
7.4 Benefits Management
7.5 HR & Payroll Related Enquiries
7.6 Sickness and Holiday Management
7.7 HR Documentation
8.0 Continual Professional Development and Education (CPDE)
8.1 Overview
8.2 Tools
8.3 Sign Off
8.4 CPD Documentation
9.0 Recruitment
9.1 Performance Management
9.2 Recruitment Documentation
10.0 Training
10.1 Overview
10.2 Sign Off
10.3 Training Documentation
11.0 Member Associations and Accreditations
12.0 Training and Competence Scheme (T & C)
12.1 Overview
12.2 Designated Individuals
12.3 T & C Responsibilities
12.4 Permitted Activities
The Practice Management System™ © Michelle Hoskin 2009/2010/2011/2012 Version 3.0 03/12

3. 12.5 Competence
12.6 Key Performance Indicators (KPI)
12.7 Fit and Proper
12.8 Record Keeping
12.9 Review of the Training and Competence Scheme
13.0 Document Control
13.1 Regulation and Policy
13.2 Practice Management System™ (PMS)
13.3 PMS Amendments
13.4 Document Creation and Control
13.5 Storage of emails
13.6 Archiving
13.7 Confidential Information
14.0 Information Security
14.1 Regulation and Policy
14.2 During Employment
14.3 Termination or Change of Employment
14.4 Equipment Security
14.5 Password Management
14.6 Clear Desk and Clear Screen Policy
15.0 Risk Management
15.1 Risk Reducer
15.2 Asset Register
15.3 Business Continuity (Plan)
15.4 Disaster Recovery (Plan)
16.0 Purchasing and Suppliers
16.1 Budget Holders Responsibility
16.2 Purchase of Overhead Items
16.3 Control of Preferred and Approved Suppliers and Sub-Contractors
16.4 Maintenance of Office Equipment and Technology
16.5 Purchasing and Suppliers Documentation
17.0 Introducers
17.1 Overview and Relationships
17.2 Introducer Documentation
18.0 Providers
19.0 Clients
19.1 Our Client Commitment
19.2 Client Profiles
19.3 Client Lifecycle and Client Journey
19.4 Client Communication
19.5 Testimonials
20.0 Continual Improvement
20.1 Policy
20.2 Responsibility
20.3 Continual Improvement Documentation
21.0 Treating Customers Fairly
21.1 Overview
21.2 How We Treat Customers Fairly
21.3 Our Policy
21.4 Our Processes
21.5 TCF Documentation
22.0 Ethics and Ethical Behaviour
The Practice Management System™ © Michelle Hoskin 2009/2010/2011/2012 Version 3.0 03/12

4. 23.0 Hospitality Procedure
23.1 Reception
23.2 Procedure
24.0 Scope of Services
24.1 Programmes
24.2 Charging Structure
25.0 The Six Steps of Personal Financial Planning
25.1 Overview
25.2 Step 1
25.3 Step 2
25.4 Step 3
25.5 Step 4
25.6 Step 5
25.7 Step 6
26.0 Business Processing
27.0 Financial and Accounting
27.1 Overview
27.2 The Process
27.3 The Tools
27.4 Financial and Accounting Documentation
28.0 Compliance
28.1 Overview
28.2 Compliance Consultancy
28.3 Regular Updates
28.4 File Audits
28.5 Themed Maintenance
28.6 Confidentiality
28.7 Data Protection
28.8 Compliance Documentation
28.9 Conflicts of interest
28.10 Whistleblowing
28.11 Personal Transactions
29.0 Marketing and Promotions
29.1 Marketing Strategy
29.2 Collateral
29.3 Financial Promotions
29.4 Authorisation
30.0 IT Infrastructure and Systems
30.1 Hardware Environment
30.2 Software Systems
30.3 IT Security
30.4 IT Support
30.5 IT and Systems Infrastructure Documentation
31.0 Business and Office Management
31.1 Daily Responsibilities
31.2 General Office Safety and Security
31.3 Post
31.4 Telephones
31.5 Task Management, Tracking and Workload
31.6 Office Stationery and Equipment
The Practice Management System™ © Michelle Hoskin 2009/2010/2011/2012 Version 3.0 03/12