Satisfaction in the Service Qualities of the New Accountant - Assignment Example

Task satisfaction survey Aims The aim of the survey will be to establish the level of satisfaction in the service qualities of the new accountant since it has emerged that there have been more complaints than usual since her appointment. The company prides itself in providing the highest levels of service to its clients and to this survey will help to advice on the way forward to reducing these complaints. Survey methodology The survey will bee done primarily by use of questionnaires that will be available for the customers as they come in to access the services. A structured questionnaire will be developed to measure both customer feedback and their level of satisfaction with our performance of the new accountant. The questionnaire will be designed to minimize time and effort on the customers part, and to actively encourage the customer to answer the questions. There will be space provided for them to add any pressing opinions they may have. Sampling frame The sampling will be done with a view to getting an accurate picture of the way the customers received the services of the new accountant. So it will be done on customers who have just finished their sessions with the accountant and with no prior knowledge. The customers will be politely requested to fill out the form after exiting the accountant’s office and it will be done during two busy weekdays during peak hours of business. The sampling will only take two days and will be conducted for only three hours of each day. Questionnaire Please tick as appropriate on the answer that suits you best. However you can write any additional views on the space provided. None of the information gathered will be used to identify you the respondent. Thank you for taking part in this survey. 1. Would you rate the level of service you receive as being reliable? A) Yes B) No 2. Would you rate your experience of our accounting as being able to offer help whenever you need it? A) Yes B) No 3. Would you rate the ease with which you receive service as prompt? A) Yes B) No 4. Would you rate the help which you received as being accurate accountancy help? A) Yes B) No 5. Would you say the person who served you is polite and ethical? A) Yes B) No Task 2   Interval Mid Value(x) F xf x2f       95-144.5 119.75 5 598.75 71700.31       145-194.5 169.75 4 679 115260.3       200-249.5 219.75 9 1977.75 434610.6       250-294.5 269.75 4 1079 291060.3       295-344.5 319.75 9 2877.75 920160.6       345-394.5 369.75 7 2588.25 957005.4       395-444.5 419.75 6 2518.5 1057140       445-494.5 469.75 1 469.75 220665.1       495-544.5 519.75 0 0 0       545-594.5 569.75 1 569.75 324615.1         3447.5 46 13358.5 4392218             åxf=13358.5 åx2f=4392218         n=46               SD = åx2f/n   åx=3447.5           95483   if n = 46, therefore, mean =                           Mean =   åx/n             Mean = 74.94565217                       Task 3 . Management information systems were created to help businesses and other companies to always be on track with their organisational assets and also to help in the managing and organisation of their assets and activities. Because of MIS, managers are now able to quickly and effectively get reports on any of their company activities without a lot of hustle. Some of these reports can be about a company’s product roster, daily activities and progress on how the products or services are moving in the market. Such reports can then be used to help the top management in deciding on future actions for the benefit of the company. These MIS systems can be used in a variety of sectors to help ease the report making and analysing capabilities of an organisation. For instance, a Human resource MIS helps a business to keep tabs on their employees which makes managing them easier. It can also be used to help a company in the selection of employees. It is programmed to look at the rules of the workplace, the needs of the work force, training and the hiring procedure in place. Then it compares with the job assignments and can then be used in recruitment. The automated information systems on the other hand refer to an assembly or a combination of computer hardware and software configured to accomplish some specific operations involving information handling. These include computation, dissemination, processing, storage and communication of information. The system can involve a combination of electronic information gathering and handling systems and the computers plus an assortment of word processing units, networks and related equipment needed for the processes. Their main focus is the electronic gathering of information. The advantages include increased efficiency, reduced time, reduced paper work, reduced reliance on clerical input, reduced personnel and an increased quality of output. This is as a result of a change from the old manual way of doing the work to the inclusion of computer systems that can process a lot of data very quickly and with fewer errors. Task 4 Advantages of the IRR method of investment appraisal The advantages of IRR are several and they include the following. IRR always helps the user to find out if the project in question in any way helps to raise the company’s value and if so by what percentage as compared to the original outlay. It helps in the evaluation of singular individual projects taking them as investment opportunities. IRR also helps adjust for any potential risk that the project being invested in may fail to meet the projected income. It does this by taking into account the time value of the invested money. It takes into account the time value of money and adjusts for the risk that the project will not meet the income projections. Disadvantages of the IRR method of investment appraisal The main disadvantages if IRR are as follows: It only expresses the rate of return on the investment failing to portray other factors other than the highest percentage return. This may lead to the management failing to promote investments that maximize the value of the firm. In cases where you are only supposed to pick a single project or two, IRR is not the best method to use in determining the one to choose. The only way to solve the complex IRR calculations is through a computer spread sheet or by using complicated guess and check which is not reliable. It can work effectively unless the cash flows are initially all negative for the project. The rest of the cash flows and the investment have to be positive. Task 5 b) The data provided shows that the older the car, the faster the brake pads get worn out and as such then the longer it takes for the braking to take effect. This means that there has been wear and tear at a faster rate in older vehicles and as such the brake pads should be replaced after some time to ensure they are at peak performance. This also shows the customers that no pads are changed while undergoing service without consent. References Curwen, J. and & Slater, R. (2009). Quantitative Methods for Business Decisions 6th Ed: Thomson Learning London. Wisniewski, M. (2010). Quantitative Methods for Decision Makers 4th Ed . Pogue, M. (2004). Investment Appraisal. A New Approach. Managerial Auditing Journal.Vol. 19 No. 4 Newbold, P. (2009). Statistics for Business and Economics .Pearson Education. Assignment requirements 1. You should write this assignment by answering each task in turn just using the task number as a heading. 2. You should use diagrams and tables of figures where appropriate ensuring to reference their source. 3. You should include a bibliography using the Harvard referencing system. 4. You should produce the assignment as a MS Word document (.doc or .docx) and copy and paste any Excel or PowerPoint documents into the Word document. To Pass I must apply all the below: 1- Identify and apply strategies to find appropriate solutions Relevant theories and techniques have been applied in terms of analyzing the problems set problems with more than one variable have been explored in an effective approach to making management decisions problems with more than one variable have been explored in an effective approach to making management decisions 2 – Select design and apply appropriate methods/techniques complex information/data have been synthesized and processed in terms of producing results which then form the basis for decision making 3 – Present and Communicate Findings appropriate structure and approach has been used in terms of presenting the results a range of methods of presentation has been used to present information to aid decision making information is appropriate for familiar and unfamiliar audiences in terms of the nature of management decision making Resources Curwen J and & Slater R Quantitative Methods for Business Decisions 6th Ed. Thomson Learning London 2008 ISBN 978-1-84480-574-7 Wisniewski M Quantitative Methods for Decision Makers 4th Ed. Pearson Education Harlow 2006 ISBN 978-0-273-68789 -4 Business Decision Making 2nd Ed.BPP Learning Media London 2010 ISBN 978-0-7517-6832-9 Excel for Dummies – specific for the version year e.g. 2003, 2007, 2010 E books Newbold P et al – Statistics for Business and Economics (Pearson Education,2009) ISBN: 9780135072486 Day A – Mastering Financial Mathematics with Excel: A Practical Guide for Business Calculations (Financial Times/Prentice Hall, 2005) ISBN:9780273688662 Websites www.thomsonlearning.co.uk/curwin6 www.mindtools.com At least 2 of the above references can be uses along with your choice. Read More