1. Introduction
  2. Internal policies and systematisation
  3. Benchmarking initiatives
  4. Information and negotiation
  5. Risk assessment

  1. Diversity and equality
  2. Harassment
  3. Vulnerable groups and social exclusion
  4. Disabled
  5. Communication and language

  1. Selection and recruitment
  2. Reconciliation
  3. Competence development
  4. Performance evaluation
  5. Occupational health and safety

  1. Social benefits
  2. Healthy company
  3. Volunteering
  4. Family-owned company
  5. Awareness-raising

  1. Accounting logic
  2. The Balance Sheet
  3. The Journal and the General Ledger
  4. Accounting principles
  5. The most common balance sheet accounting entries (I)
  6. The most common balance sheet accounting entries (II)

  1. Income and expenditure
  2. The profit and loss account
  3. The most common accounting entries of income and expenses (I)
  4. The most common income and expense accounting entries (II)
  5. The Cash Flow Account

  1. Analysis of the development of the balance sheet
  2. Strategy for securing liquidity
  3. Strategy to ensure solvency
  4. Leverage and Financial Profitability
  5. Analysis through economic and financial ratios

  1. The financial system
  2. Financial mathematics
  3. Investment Decisions. The NPV
  4. Investment decisions. The IRR

  1. Basics, terms and aspects associated with purchasing and procurement
  2. Structure and organisation in purchasing and procurement management
  3. Purchasing and procurement management processes
  4. Standards and codes in purchasing and procurement management
  5. Purchasing and procurement risks

  1. Supplier management and supplier relationship management
  2. Design of relationship frameworks and dialogue with suppliers
  3. Supply chain
  4. Responsible and sustainable supply chain management
  5. Subcontracting of suppliers and basic contents of a model law

  1. Purchasing and procurement management as a business function
  2. The sustainable purchasing management system according to ISO 20400:2017 (I)
  3. The sustainable procurement management system according to ISO 20400:2017 (II)
  4. Impact of procurement on the Sustainable Development Goals
  5. Procurement management in ISO 26000:2010 Guide to social responsibility

  1. Traditional purchasing management
  2. Current procurement management
  3. Responsible and sustainable procurement
  4. Types of responsible and sustainable procurement
  5. Sustainable public procurement

  1. Structure of the business environment
  2. Commercial formulas and formats
  3. Developments and trends in commercial marketing and distribution. Sources of information and commercial updates
  4. Company structure and business process
  5. Positioning and branding of the product, service and commercial establishments.
  6. General trade regulations
  7. Consumer rights

  1. The professional salesperson
  2. Organisation of the professional salesperson's work
  3. Handling of task management and visit planning tools

  1. Dynamisation and management of sales teams.
  2. Command and leadership styles.
  3. The functions of a leader.
  4. Motivation and revival of the sales team.
  5. The leader as mentor.

  1. Types of sales.
  2. Phases of the sales process.
  3. Preparation of the sale.
  4. Client approach.
  5. Product/service analysis.
  6. The sales pitch.

  1. Presentation and demonstration of the product/service.
  2. Demonstrations in front of a large number of customers.
  3. Commercial argumentation.
  4. Techniques for refuting objections.
  5. Techniques of persuasion to buy.
  6. Cross-selling.
  7. Communication techniques applied to sales.
  8. Non-face-to-face communication techniques.

  1. Trust and business relationships.
  2. Loyalty strategies.
  3. Outsourcing of customer relations: telemarketing.
  4. Customer Relationship Management (CRM) applications.

  1. Disputes and complaints in sales.
  2. Complaints and claims management.
  3. Resolution of complaints.
  4. Common responses and uses in the commercial sector.
  5. Out-of-court settlement of complaints: advantages and procedure.
  6. Consumer arbitration boards.

  1. Business relations via the Internet.
  2. Utilities of on-line systems.
  3. Internet trading models.
  4. On-line servers.

  1. The Internet user as a potential and actual customer.
  2. Commercial criteria in the commercial design of websites.
  3. Online shops.
  4. Means of payment on the Internet.
  5. Customer disputes and complaints.
  6. User level applications for commercial web design: content management.

  1. Phases of the marketing plan:
  2. - Design.
  3. - Implementation.
  4. - Control.
  5. - Continuous Improvement.
  6. Negotiating the marketing plan in the company.
  7. - Marketing strategy formulation.
  8. - Definition of objectives.
  9. - Business organisation models and implementation of the plan.
  10. Financial resources for the marketing plan.
  11. - The marketing plan budget.
  12. - Calculation of cost deviations.

  1. Techniques for monitoring and controlling marketing policies.
  2. - Monitoring of the annual plan.
  3. - Control of profitability.
  4. - Efficiency control.
  5. - Strategic control.
  6. Marketing plan control ratios.
  7. - Benefits.
  8. - Profitability and market share.
  9. Marketing plan return analysis.
  10. - Criteria to be considered.
  11. Preparation of monitoring reports.

  1. Point-of-sale marketing concept:
  2. - Determination of sales targets at the point of sale.
  3. - Launch of new products and other promotions.
  4. Physical and psychological methods to encourage sales:
  5. - Consumer analysis at the point of sale.
  6. Point of sale analysis:
  7. - Sales area: space and linear.
  8. - Product placement: optimisation of the shelf and sales area.
  9. Assortment management:
  10. - Assortment concepts.
  11. - Breadth and depth of assortment.
  12. - Planograms.
  13. Point of sale animation:
  14. - Point-of-sale advertising (POS): posters.
  15. - The shop window.

  1. Concept and aims of promotion:
  2. - Instruments of promotion.
  3. - Objectives of promotional actions.
  4. - Types of promotions.
  5. Forms of promotion aimed at the consumer: 2×1, 3×2, others.
  6. Forms of promotion to distributors, intermediaries and establishments:
  7. - Types of incentives and promotions to distributors and consumers.
  8. Special promotions.
  9. Types of marketing and promotion actions depending on the point of sale.
  10. Direct marketing actions:
  11. - Possibilities and characteristics.
  12. - Evaluation and classification criteria of potential clients.
  13. - Data protection legislation.
  14. On-line promotion actions:
  15. - Internet as a channel for company information and communication.
  16. - Online promotion tools, websites and web styles for the promotion of virtual spaces.

  1. Effectiveness and efficiency of the promotional action:
  2. - Concept of effectiveness and efficiency.
  3. - Indicators for the evaluation of the effectiveness and efficiency of marketing actions and promotions.
  4. Economic-financial indices and ratios for the evaluation of developments:
  5. - gross margin.
  6. - brand fee.
  7. - average stock.
  8. - stock rotation.
  9. - gross profitability.
  10. Applications for the calculation and analysis of deviations in promotional actions.
  11. Project and task management applications and spreadsheets.
  12. - Timeline for product promotion and implementation.
  13. Tracking reports on commercial promotions:
  14. - Results.
  15. - Corrective measures for deviations.

  1. Introduction. Concepts and scope. The client as stakeholder
  2. New paradigms in CSR
  3. Internal policies and risk assessment
  4. Clients in standards and systematics
  5. Areas of work and good practice

  1. Quality management
  2. Quality management processes
  3. Quality management models
  4. Safe, healthy, adapted and inclusive products and services
  5. Responsible information and communication

  1. Reasons for and scope of dialogue with clients, users and consumers
  2. Tools for dialogue with clients, users and consumers
  3. The costumer experience concept and its relation to CSR
  4. Methodologies for the implementation of the custome experience
  5. Good practices and customer-specific programmes

  1. From conscious consumption to responsible consumption
  2. Collaborative economy
  3. Sustainable cities : Circular economy and renaturalisation of the city
  4. Sustainable cities: sustainable mobility
  5. Sustainable construction

  1. Concept and Context of Operations Management
  2. Evolution of Operations Management
  3. Operational Planning and Business Planning
  4. The Operations Directorate and the Operational Subsystem
  5. Objectives of the Operations Directorate
  6. Types of operational strategies
  7. Strategic operations plan

  1. Demand Forecasting and Temporal Spacing
  2. The Product Life Cycle
  3. Typology of Demand Forecasts
  4. Objectives and Stages of Demand Forecasting
  5. Forecasting Methods

  1. Organisational Structure of Production
  2. Types of Production Models
  3. Process Oriented Production
  4. Product Oriented Production
  5. Production on Demand
  6. Plant and Multiplant Production

  1. Effective design
  2. Design and development of new products
  3. Online Configuration Processes
  4. Job-Shop Configuration Processes
  5. Configuration processes Continuous
  6. Technology

  1. Independent Demand Inventories
  2. Demand Dependent Inventories (MRP)
  3. Just in Time Systems
  4. Operations and Supply Chain Management
  5. Strategic Supply Chain Vision

  1. Introduction to Project Management
  2. Project Implementation Management
  3. Project management skills, competencies and knowledge
  4. Concepts and organisation in project management
  5. Initiation, Planning, Execution, Control and Closure Processes Interaction

  1. Introduction to logistics
  2. The flow of goods and services
  3. Customer service and logistics
  4. Logistics, integration and strategy
  5. The logistics system
  6. Internationalisation of the company
  7. Optimisation of the flow of goods and services
  8. Documentation of logistics

  1. The warehouse in the logistics chain: Introduction
  2. Warehouse functions
  3. Main areas of the warehouse
  4. Types of warehouses
  5. Commercial storage regimes

  1. Procurement logistics
  2. The procurement process
  3. Procurement methods

  1. Goods: characteristics
  2. Common packaging
  3. Sorting, classifying and handling of goods

  1. Preparation of the transport plan
  2. Route and activity planning
  3. Traffic restrictions

  1. Elements for loading and unloading of goods vehicles
  2. Calculation of the payload of a vehicle or combination of vehicles; calculation of payload volume
  3. Types of packaging and load supports
  4. Main types of goods requiring stowage; chocking and stowage techniques; use of stowage straps; verification of stowage arrangements
  5. Use of handling equipment; casing and de-casting

  1. International transport operations
  2. Regulatory framework for international transport
  3. Obligations under the CMR Convention
  4. Transport to third countries
  5. International transport services
  6. Bilateral and multilateral conventions and agreements
  7. Transport operator
  8. Travel agencies: tourist and occasional transports
  9. International transport authorisations
  10. The contract of carriage. Responsibilities and rights of the parties. The CMR convention
  11. Customs transit
  12. International Transport Documents

  1. Introduction
  2. Historical tour
  3. Advantages of International Trade
  4. International Trade Operations
  5. Elements of International Trade

  1. The individual entrepreneur and the practice of commerce in Europe and Spain
  2. The social entrepreneur
  3. Companies in Spain and abroad
  4. Cooperation and concentration between companies
  5. Implications for Community law

  1. International organisations
  2. The United Nations Specialized Agencies
  3. Regional International Organisations

  1. General regulatory framework for foreign trade in Spain
  2. Influences of EU provisions
  3. Multilateral trade policy

  1. International recruitment
  2. Principles on international contracts
  3. Concept, elements and classification of the international contract
  4. Formation of the contract
  5. Fulfilment of the contract
  6. Contractual clauses

  1. Law applicable to the international contract
  2. The Rome Convention 1980 and the Rome I Regulation
  3. The law governing international contracts under the Rome I Regulation
  4. Action of mandatory rules

  1. International sales and purchases
  2. Community freedoms: free movement of goods
  3. The Lex Mercatoria
  4. The 1980 Vienna Convention as applied to international sales and purchases
  5. INCOTERMS

  1. Industrial property
  2. Intellectual property
  3. Unfair competition
  4. Antitrust law

  1. Commercial intermediation contracts
  2. International transport
  3. Financing contracts
  4. Insurance contracts

  1. Introduction
  2. Business determinants of payment method selection
  3. The cheque
  4. Bank transfers
  5. Documentary payment order
  6. Documentary credits
  7. Documentary remittance

  1. International trade disputes
  2. Roads under state jurisdiction
  3. International arbitration
  4. Compatibility between arbitration and judicial proceedings

  1. Introduction
  2. Quality policy
  3. Development of the context analysis
  4. Processes and procedures
  5. Risk identification

  1. Definition of responsibility and objectives
  2. Determination of plans and programmes
  3. Human resources management
  4. Material resource management
  5. Management of external resources (suppliers)
  6. External Resource Management (Procurement)

  1. Information management
  2. Communication management
  3. Design, product and service planning
  4. Control of design, product and service

  1. Non-compliance management and remediation
  2. Internal control mechanisms: Reporting
  3. Control mechanisms: Audits
  4. Management review
  5. External certification.