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Service quality assessing and profiling of KPMG's organisation - Essay Example

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The purpose of this report is to provide a profile of KPMG operations. The discussion shall first establish KPMG’s characteristics as a service company, and thereafter the particular details of KPMG’s operations shall be applied against two service models that form part of service management theory. …
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Service quality assessing and profiling of KPMGs organisation
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Download file to see previous pages Specifically the two models are Lovelock and Wirtz’s Flower of Services Model, and the Molecular Model developed by Shostack. KPMG’s attributes as service company KPMG is a service company. It possesses the characteristics as detailed by Ronen and Pass (2010, p. 845) which are herein applied and discussed. (1) Its products are not physical in nature. KPMG specializes in audit, tax and advisory services as its principal products. It also provides “industry insight” – that is, the Company guides its clients in addressing the market challenges of their businesses. The services may be physically represented by the audit reports and advisories, but the content and substance, which comprise the service itself, are not physically tangible. (2) There is a large variance among KPMG and its competitors, in terms of customers, service types, service providers and service procedures. Often, audit and advisory providers specialize in a particular industry or business. Furthermore accounting standards allow the accountant some discretion in their choice of accounting procedures, such as depreciation methods (Needles, Powers, & Crosson, 2010). Coupled with these small differences are the larger differences between businesses even in the same industry, which would justify the tailoring of services to that specific customer. (3) Compliance and control are not trivial. The services which KPMG extends to its clientele are of a highly specialized nature. The audit and tax procedures are strictly regulated by law and by the principles laid down by the accounting industry. Persons who serve in these capacities must be accountants duly...
The firm that is analyzed in the paper is KPMG, a service company. It possesses the characteristics as detailed by Ronen and Pass which are herein applied and discussed. KPMG specializes in audit, tax and advisory services as its principal products. It also provides “industry insight” – that is, the Company guides its clients in addressing the market challenges of their businesses. The services may be physically represented by the audit reports and advisories, but the content and substance, which comprise the service itself, are not physically tangible. Often, audit and advisory providers specialize in a particular industry or business. Furthermore accounting standards allow the accountant some discretion in their choice of accounting procedures, such as depreciation methods. Coupled with these small differences are the larger differences between businesses even in the same industry, which would justify the tailoring of services to that specific customer. The services which KPMG extends to its clientele are of a highly specialized nature. The audit and tax procedures are strictly regulated by law and by the principles laid down by the accounting industry. Persons who serve in these capacities must be accountants duly certified by the government, who are sworn to meet the high standards of their profession, failure in which may be penalized by disbarment. Furthermore, the professionals who provide advisory services and industry insights to clients are highly skilled and possess the mandatory qualifications in the technical, market, and business fields. ...Download file to see next pagesRead More
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