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11 
INTRODUCTION TO 
MANAGEMENT 
ACCOUNTING
22 
Cost Accounting 
 Cost accounting is concerned with the 
ascertainment of cost of manufacturing a 
product or giving a service and the way in 
which costs can be controlled.
33 
Management Accounting 
 Management accounting is concerned with the 
provision of information to people within the 
organization to help them make better decisions and 
improve the efficiency and effectiveness of existing 
operations. 
 It is concerned with identifying, presenting and 
interpreting information to assist management in the 
formulation of policies and in the planning and 
control of operations of the business.
44 
Financial Accounting 
 Financial accounting is concerned with the 
provision of information to external parties 
outside the organization. 
 It is concerned with the classification and 
recording of financial transactions in monetary 
terms in accordance with the established 
concepts, principles, accounting standards and 
legal requirements and presents the effect of 
the transactions on the performance and 
financial position of the business.
Differences Between Management Accounting 
55 
And Financial Accounting 
Financial Accounting Management Accounting 
1. Users Provides information to the 
external users such as 
shareholders, creditors, 
customers, tax authority, 
bankers, etc. 
Provides information to the 
internal users such as 
managers for management 
purposes. 
2. Legal 
requirement 
To produce a report in 
accordance with the 
companies acts and the 
relevant accounting standards 
is a statutory requirement. 
To produce a report is 
optional and in a form 
suitable to a particular 
situation and needs. 
3. Time 
dimension 
Reports on past events (use 
historical data). 
Reports on future events 
based on past and current 
data to assist in planning, and 
control of operations
66 
Differences Between Management Accounting And 
Financial Accounting – cont. 
Financial Accounting Management Accounting 
4. Analysis 
and 
segments 
Reports on activities of the 
company as a whole and data 
is analyzed in monetary 
terms. 
Focuses on small segments of 
the company such as products 
and departments and uses both 
monetary and non-monetary 
terms (such as standard hours, 
volume, etc). 
5. Precision Information must be 
reasonably accurate for 
external parties.. 
Estimates and 
approximations are more 
useful than accuracy for 
speedy decision making 
process. 
6. Report Reports are published 
annually or half yearly. 
Reports are prepared daily, 
weekly, monthly or quarterly 
depending on needs.
SSiimmiillaarriittiieess BBeettwweeeenn MMaannaaggeemmeenntt 
AAccccoouunnttiinngg AAnndd FFiinnaanncciiaall AAccccoouunnttiinngg 
 FFuunnccttiioonnss –– bbootthh iinnvvoollvvee iinn 33 ttyyppeess ooff ffuunnccttiioonnss 
wwhhiicchh aarree ddeecciissiioonn mmaakkiinngg,, rreeccoorrddkkeeeeppiinngg aanndd 
ppeerrffoorrmmaannccee eevvaalluuaattiioonn.. 
 IInnffoorrmmaattiioonn –– ffoouunnddeedd oonn tthhee pprriinncciippllee ooff 
sstteewwaarrddsshhiipp wwhhiicchh mmeeaannss tthhee ffiirrmm mmuusstt rreessppoonnssiibbllee 
aanndd aaccccoouunnttaabbllee ffoorr iittss ffiinnaanncciiaall aanndd ooppeerraattiinngg 
ppeerrffoorrmmaannccee.. 
 CCoommmmoonn ccoolllleeccttiioonn ssyysstteemm –– tthhee ssaammee ssyysstteemm iiss uusseedd 
ttoo ccoolllleecctt ddaattaa aanndd ddeevveellooppeedd tthhee iinnffoorrmmaattiioonn wwiitthhiinn 
tthhee ssaammee ggeenneerraall aaccccoouunnttiinngg ssyysstteemm..
88 
Similarities between Management Accounting and 
Financial Accounting 
1 Decision 
making 
While specific decisions differ, both financial and 
managerial accounting information are used to make 
decisions. Involves selecting the best course of action 
from a given set of alternatives. 
2 Recording Concerns with classifying, quantifying and gathering of 
information related to business transactions. The same 
system is used to gather the data for both managerial and 
financial accounting information. 
3 Performance 
evaluation 
Measures performance and find any differences between 
actual and planned performance for further improvements. 
4 Accounting 
aspects 
Organizes procedures and guidelines that can be used 
accordingly. 
5 Stewardship 
functions 
Takes the responsibility to properly record and report 
performances.
99 
The Role of Management Accountant 
 Planning 
 Helps to formulate future plans by providing information to 
assists in deciding what products to sell, in what market, 
etc. 
 Setting goals and developing methods in achieving them. 
 Control 
 Aid control process by providing performance reports 
which compare actual outcome with planned outcome for 
each responsibility centers. 
 Determining whether goals are being met, and if they are 
not, what can be done (to modify or to achieve existing 
goals). 
 Draw manager’s attention to those specific aaccttiivviittiieess tthhaatt 
ddoo nnoott ccoonnffoorrmm ttoo ppllaann..
The Role of Management Accountant – cont. 
1100 
 Organizing 
 Represents the design and implementation of the 
accounting system for better defining and consolidating the 
relations between centers to assure effective performance. 
 Motivating 
 Budget and performance reports produced have an 
important influence on the motivation of personnel of the 
organization. 
 Communication 
 Aid communication function. Installing and maintaining an 
effective communication and reporting system. (Eg. Who 
are responsible for carrying out plans/budgets, what 
expected of them during the budget period). 
 To ensure coordination between managers of different 
department.
Role of Accountants in Management Process 
1111 
 Financial Accountant: 
 Preparation of information about an organization’s past 
operations. 
 Managerial Accountant: 
 Provide information and recommend various courses of 
alternatives/actions to assist decision making. 
 Managers use to information to make decisions. 
 Information needed by the managers differ from the 
external users. 
 Information used for planning, control and forecasting. 
 Involves past, present and future information and not only 
on monetary items but also on –non-monetary information.
Role of Accountants in Management Process 
1122 
– cont. 
 Conclusion: 
 Managerial accountant provides information 
for the decision makers inside the 
organization. 
 Financial Accountant provides information 
for decision makers outside the organization
Primary Functions of Cost/management Accounting 
1133 
System 
 Inventory valuation for internal and external profit measurement: 
 Allocate costs between products sold and fully and partly 
completed products that are unsold. 
 Provide relevant information to help managers make better 
decision: 
 Profitability analysis. 
 Product pricing. 
 Make or buy. 
 Product mix and discontinuation. 
 Provide information for planning, control and performance 
measurement: 
 Long-term and short-term planning (budgeting). 
 Periodic performance reports for feedback control. 
 Performance reports also widely used to evaluate managerial 
performance.
CHARACTERISTICS OF USEFUL INFORMATION 
 Relevance 
 Relevance is a key factor because of the flexible nature of 
managerial accounting information that can take any form 
management chooses. 
 In a complex financial world, an endless stream of 
information is available to management so that we need to 
determine which information should be considered and 
which should be ignored. This choice is made on the basis 
of relevance. 
 Accuracy 
 Even though managerial accounting is based on estimates 
and projections, information must be as accurate as 
possible if it is to be of value. Sound judgement and 
experience should underlie any development of subjective 
data.
CHARACTERISTIC S OF USEFUL INFORMATION – 
cont. 
 Timeliness 
 Timeliness is crucial because management operates in 
an increasingly dynamic and competitive business 
environment. The concept of timeliness simply means 
that information should be as current as possible 
because old information will not be representative of 
present or future conditions. 
 Timeliness also means that information must be 
available quickly when needed to enable management 
to take appropriate action and make relevant decisions. 
 Outdated information will have lost its value.
CHARACTERISTIC S OF USEFUL INFORMATION – 
cont. 
 Understandability. 
 Information presented must focus on the users of such 
information and hence should be clearly understood. 
Typical users of accounting information will not be trained 
accountants, so any preoccupation with technical jargon 
will adversely affect the use of the information. 
 The presentation of the report must accordingly to what is 
required by the users. 
 Reliable 
■ Information made available to managers are reliable in that 
they are free from error or biasness and accurately 
represents the events of the organization. 
 Complete 
■ Information that does not omit important aspects of the 
underlying events that is measures.
CHARACTERISTIC S OF USEFUL INFORMATION – 
cont. 
 Cost Effectiveness 
 Managerial accounting information must be cost 
effective. 
■ The value of iinnffoorrmmaattiioonn mmuusstt eexxcceeeedd iittss ccoosstt.. 
 This means that it must pass a cost-benefit test in each 
application. For example, vast quantities of 
information can be developed with the computer 
today. However the process of gathering information 
costs money and its value must exceed its cost. 
 TThhee uullttiimmaattee mmeeaassuurree ooff tthhee bbeenneeffiittss ooff tthhee 
iinnffoorrmmaattiioonn iiss tthhee qquuaalliittyy ooff tthhee ddeecciissiioonn mmaakkiinngg bbaasseedd 
oonn iitt..
 Accountants should aim to provide information to the 
right people in the right quantity at the right time. 
 Better quality decisions might be made by postponing 
a decision until more information or information of 
greater accuracy is available (but must not overload 
information). 
 Decision, however, must often be made promptly if 
they are to have maximum influence on future events. 
 Management accounting information should be 
produced only if it is considered that the benefits 
from the use of information exceed the cost of 
collecting it (relevant information).
The Decision Making Model 
Identify objectives 
Search for alternative courses of action 
planning 
Gather data about alternatives 
process 
Select alternative courses of action 
Implement the decision 
control 
Compare actual and planned outcome 
process 
Respond to divergences from plan
The Decision-Making Process 
 Identify objectives – specify the goals or objectives of the organization so that 
it can provide a direction or some guiding aim to enable the managers to assess 
the desirability of one course of action over another. 
 Search for alternative courses of action – search for a range of possible 
courses of action or strategies that might enable the objectives to be achieved. 
 Gather data about alternatives– assess the potential growth rate of the 
activities, the ability to establish adequate market share, the cash flows for each 
alternative activity, etc. 
 Select appropriate alternative courses of action – select alternative that best 
satisfies the objectives of an organization and those showing the greatest 
benefits after consideration of other qualitative factors. 
 Implement the decisions – the alternative courses of action selected should be 
implemented as part of the budgeting process. 
 Compare actual and planned outcomes – prepare performance reports 
comparing the actual outcomes (actual costs and revenues) and planned 
outcomes (budgeted costs and revenues) at regular intervals. 
 Respond to divergences from plan – take corrective action so that actual 
outcomes conform to planned outcomes, or the plans may require modifications 
if the comparison indicate that they are no longer attainable.
Changing Competitive Environment 
 Prior to the 1980s : 
 organizations operated in a protected competitive environment 
 barriers of communication and geographical distance, protected 
markets limit the ability of overseas companies to compete in domestic 
markets 
 little incentive for firms to maximize efficiency and minimize costs as 
cost increases could be passed on to customers 
 During the 1980s: 
 Manufacturing organization began to encounter severe competition 
from overseas competitors that offered high-quality products at low 
prices 
 By establishing global networks for acquiring materials and 
distributing goods, competitors were able to gain access to domestic 
markets throughout the world 
 Privatization, intensive competition and an expanding product range 
created the need for organizations to focus on cost management and 
develop management accounting information systems that enabled 
them to understand their cost base and determine the sources of 
profitability for their products, customers and markets.
The Impact Of Changing Environment Of 
Management Accounting Systems 
 During the past decade the use of information technology (IT) 
to support businesses activities has increased with the 
development of electronic business communication 
technologies (e-business, e-commerce or internet commerce) 
These developments are having a big impact on business: 
 Consumers are becoming more discerning when purchasing 
products or services because they are able to derive more 
information from the internet. 
 Cost saving from streamlining business processes and 
generating extra revenues from adept the use of on-line 
facilities.
Customer Satisfaction And New Management 
Approaches 
 To compete in today’s competitive environment companies 
need to become more ‘customer driven’ and make customer 
satisfaction the top priority. 
 To provide customer satisfaction organizations must 
concentrate on key success factors that directly affect it. 
The key success factors are cost efficiency, quality, time 
and innovation. 
 Organizations are also adopting new management 
approaches in their quest to achieve customer satisfaction. 
The new approaches are continuous improvement, 
employee empowerment and total value-chain analysis.
Key Success Factors 
 Cost efficiency – keeping costs low and being cost efficient 
provides an organization with a strong competitive advantage. 
 Quality – customers are demanding high quality products. 
Companies are focusing on total quality management (TQM) 
where all business functions are involved in a process of 
continuous quality improvement. It focuses on delivering 
products or services of consistently high quality in a timely 
fashion. 
 Time – organizations seek to increase customer satisfaction by 
providing a speedier response to customer requests, ensure on-time 
delivery and reduce the time taken to develop and bring 
new products to market. 
 Innovation – companies must develop a steady stream of 
innovative products and services and to adapt to changing 
customer requirements.
NATURE AND PURPOSE OF INTERNAL 
MANAGEMENT REPORTING 
 Internal Management Reporting is a financial 
data or other information accumulated to be 
communicated to another within the business 
entity. 
 The information assists others in the managerial 
decision making process. 
 Examples – expenses report, capital budgeting 
analysis, other reports designed to guide 
management rather than inform outsiders.
GOALS OF INTERNAL MANAGEMENT 
REPORTING 
 Implementing solid internal management reporting is one of 
the most important steps a company can take to effectively 
accomplish the following major goals: 
 Manage the business day to day – creates tools that 
managers can use to make good decision based on relevant 
and accurate information, presented in a timely fashion. 
 Align the incentives of employees with the organization as 
a whole. Give employees goals that are integrated with 
management reporting, so that their progress is measurable, 
actionable and rewarded. 
 Create and manage a solid controls environment. Help 
managers become comfortable with the multitude of 
signoffs that they must complete throughout the year.
IMPORTANCE OF INFORMATION 
TECHNOLOGY 
 The use of information technology to support business 
activities has increased with the development of electronic 
business communication technologies (e-business, e-commerce, 
internet commerce). 
 Consumer are becoming more selective when purchasing 
products and services because they are able to derive more 
information from the internet on the comparative value of 
different product offered. 
 E-commerce has provided the potential to develop new ways 
of doing things that have enable considerable cost savings to 
be made from reorganizing business processes and generating 
extra revenues from the competent use of on-line facilities. 
(ticketless airline bookings and internet banking)
 The ability to use e-commerce more 
proficiently than competitors provides the 
potential for companies to establish a 
competitive advantage. 
 Examples: 
 Ticketless travel, where passengers receive e-mail 
confirming their booking, cuts the cost of issuing, 
distributing and processing tickets. 
 Intensive use of IT in administration and 
management, aiming to run a paperless office.

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Intoduction to management accounting (MAF251)

  • 1. 11 INTRODUCTION TO MANAGEMENT ACCOUNTING
  • 2. 22 Cost Accounting  Cost accounting is concerned with the ascertainment of cost of manufacturing a product or giving a service and the way in which costs can be controlled.
  • 3. 33 Management Accounting  Management accounting is concerned with the provision of information to people within the organization to help them make better decisions and improve the efficiency and effectiveness of existing operations.  It is concerned with identifying, presenting and interpreting information to assist management in the formulation of policies and in the planning and control of operations of the business.
  • 4. 44 Financial Accounting  Financial accounting is concerned with the provision of information to external parties outside the organization.  It is concerned with the classification and recording of financial transactions in monetary terms in accordance with the established concepts, principles, accounting standards and legal requirements and presents the effect of the transactions on the performance and financial position of the business.
  • 5. Differences Between Management Accounting 55 And Financial Accounting Financial Accounting Management Accounting 1. Users Provides information to the external users such as shareholders, creditors, customers, tax authority, bankers, etc. Provides information to the internal users such as managers for management purposes. 2. Legal requirement To produce a report in accordance with the companies acts and the relevant accounting standards is a statutory requirement. To produce a report is optional and in a form suitable to a particular situation and needs. 3. Time dimension Reports on past events (use historical data). Reports on future events based on past and current data to assist in planning, and control of operations
  • 6. 66 Differences Between Management Accounting And Financial Accounting – cont. Financial Accounting Management Accounting 4. Analysis and segments Reports on activities of the company as a whole and data is analyzed in monetary terms. Focuses on small segments of the company such as products and departments and uses both monetary and non-monetary terms (such as standard hours, volume, etc). 5. Precision Information must be reasonably accurate for external parties.. Estimates and approximations are more useful than accuracy for speedy decision making process. 6. Report Reports are published annually or half yearly. Reports are prepared daily, weekly, monthly or quarterly depending on needs.
  • 7. SSiimmiillaarriittiieess BBeettwweeeenn MMaannaaggeemmeenntt AAccccoouunnttiinngg AAnndd FFiinnaanncciiaall AAccccoouunnttiinngg  FFuunnccttiioonnss –– bbootthh iinnvvoollvvee iinn 33 ttyyppeess ooff ffuunnccttiioonnss wwhhiicchh aarree ddeecciissiioonn mmaakkiinngg,, rreeccoorrddkkeeeeppiinngg aanndd ppeerrffoorrmmaannccee eevvaalluuaattiioonn..  IInnffoorrmmaattiioonn –– ffoouunnddeedd oonn tthhee pprriinncciippllee ooff sstteewwaarrddsshhiipp wwhhiicchh mmeeaannss tthhee ffiirrmm mmuusstt rreessppoonnssiibbllee aanndd aaccccoouunnttaabbllee ffoorr iittss ffiinnaanncciiaall aanndd ooppeerraattiinngg ppeerrffoorrmmaannccee..  CCoommmmoonn ccoolllleeccttiioonn ssyysstteemm –– tthhee ssaammee ssyysstteemm iiss uusseedd ttoo ccoolllleecctt ddaattaa aanndd ddeevveellooppeedd tthhee iinnffoorrmmaattiioonn wwiitthhiinn tthhee ssaammee ggeenneerraall aaccccoouunnttiinngg ssyysstteemm..
  • 8. 88 Similarities between Management Accounting and Financial Accounting 1 Decision making While specific decisions differ, both financial and managerial accounting information are used to make decisions. Involves selecting the best course of action from a given set of alternatives. 2 Recording Concerns with classifying, quantifying and gathering of information related to business transactions. The same system is used to gather the data for both managerial and financial accounting information. 3 Performance evaluation Measures performance and find any differences between actual and planned performance for further improvements. 4 Accounting aspects Organizes procedures and guidelines that can be used accordingly. 5 Stewardship functions Takes the responsibility to properly record and report performances.
  • 9. 99 The Role of Management Accountant  Planning  Helps to formulate future plans by providing information to assists in deciding what products to sell, in what market, etc.  Setting goals and developing methods in achieving them.  Control  Aid control process by providing performance reports which compare actual outcome with planned outcome for each responsibility centers.  Determining whether goals are being met, and if they are not, what can be done (to modify or to achieve existing goals).  Draw manager’s attention to those specific aaccttiivviittiieess tthhaatt ddoo nnoott ccoonnffoorrmm ttoo ppllaann..
  • 10. The Role of Management Accountant – cont. 1100  Organizing  Represents the design and implementation of the accounting system for better defining and consolidating the relations between centers to assure effective performance.  Motivating  Budget and performance reports produced have an important influence on the motivation of personnel of the organization.  Communication  Aid communication function. Installing and maintaining an effective communication and reporting system. (Eg. Who are responsible for carrying out plans/budgets, what expected of them during the budget period).  To ensure coordination between managers of different department.
  • 11. Role of Accountants in Management Process 1111  Financial Accountant:  Preparation of information about an organization’s past operations.  Managerial Accountant:  Provide information and recommend various courses of alternatives/actions to assist decision making.  Managers use to information to make decisions.  Information needed by the managers differ from the external users.  Information used for planning, control and forecasting.  Involves past, present and future information and not only on monetary items but also on –non-monetary information.
  • 12. Role of Accountants in Management Process 1122 – cont.  Conclusion:  Managerial accountant provides information for the decision makers inside the organization.  Financial Accountant provides information for decision makers outside the organization
  • 13. Primary Functions of Cost/management Accounting 1133 System  Inventory valuation for internal and external profit measurement:  Allocate costs between products sold and fully and partly completed products that are unsold.  Provide relevant information to help managers make better decision:  Profitability analysis.  Product pricing.  Make or buy.  Product mix and discontinuation.  Provide information for planning, control and performance measurement:  Long-term and short-term planning (budgeting).  Periodic performance reports for feedback control.  Performance reports also widely used to evaluate managerial performance.
  • 14. CHARACTERISTICS OF USEFUL INFORMATION  Relevance  Relevance is a key factor because of the flexible nature of managerial accounting information that can take any form management chooses.  In a complex financial world, an endless stream of information is available to management so that we need to determine which information should be considered and which should be ignored. This choice is made on the basis of relevance.  Accuracy  Even though managerial accounting is based on estimates and projections, information must be as accurate as possible if it is to be of value. Sound judgement and experience should underlie any development of subjective data.
  • 15. CHARACTERISTIC S OF USEFUL INFORMATION – cont.  Timeliness  Timeliness is crucial because management operates in an increasingly dynamic and competitive business environment. The concept of timeliness simply means that information should be as current as possible because old information will not be representative of present or future conditions.  Timeliness also means that information must be available quickly when needed to enable management to take appropriate action and make relevant decisions.  Outdated information will have lost its value.
  • 16. CHARACTERISTIC S OF USEFUL INFORMATION – cont.  Understandability.  Information presented must focus on the users of such information and hence should be clearly understood. Typical users of accounting information will not be trained accountants, so any preoccupation with technical jargon will adversely affect the use of the information.  The presentation of the report must accordingly to what is required by the users.  Reliable ■ Information made available to managers are reliable in that they are free from error or biasness and accurately represents the events of the organization.  Complete ■ Information that does not omit important aspects of the underlying events that is measures.
  • 17. CHARACTERISTIC S OF USEFUL INFORMATION – cont.  Cost Effectiveness  Managerial accounting information must be cost effective. ■ The value of iinnffoorrmmaattiioonn mmuusstt eexxcceeeedd iittss ccoosstt..  This means that it must pass a cost-benefit test in each application. For example, vast quantities of information can be developed with the computer today. However the process of gathering information costs money and its value must exceed its cost.  TThhee uullttiimmaattee mmeeaassuurree ooff tthhee bbeenneeffiittss ooff tthhee iinnffoorrmmaattiioonn iiss tthhee qquuaalliittyy ooff tthhee ddeecciissiioonn mmaakkiinngg bbaasseedd oonn iitt..
  • 18.  Accountants should aim to provide information to the right people in the right quantity at the right time.  Better quality decisions might be made by postponing a decision until more information or information of greater accuracy is available (but must not overload information).  Decision, however, must often be made promptly if they are to have maximum influence on future events.  Management accounting information should be produced only if it is considered that the benefits from the use of information exceed the cost of collecting it (relevant information).
  • 19. The Decision Making Model Identify objectives Search for alternative courses of action planning Gather data about alternatives process Select alternative courses of action Implement the decision control Compare actual and planned outcome process Respond to divergences from plan
  • 20. The Decision-Making Process  Identify objectives – specify the goals or objectives of the organization so that it can provide a direction or some guiding aim to enable the managers to assess the desirability of one course of action over another.  Search for alternative courses of action – search for a range of possible courses of action or strategies that might enable the objectives to be achieved.  Gather data about alternatives– assess the potential growth rate of the activities, the ability to establish adequate market share, the cash flows for each alternative activity, etc.  Select appropriate alternative courses of action – select alternative that best satisfies the objectives of an organization and those showing the greatest benefits after consideration of other qualitative factors.  Implement the decisions – the alternative courses of action selected should be implemented as part of the budgeting process.  Compare actual and planned outcomes – prepare performance reports comparing the actual outcomes (actual costs and revenues) and planned outcomes (budgeted costs and revenues) at regular intervals.  Respond to divergences from plan – take corrective action so that actual outcomes conform to planned outcomes, or the plans may require modifications if the comparison indicate that they are no longer attainable.
  • 21. Changing Competitive Environment  Prior to the 1980s :  organizations operated in a protected competitive environment  barriers of communication and geographical distance, protected markets limit the ability of overseas companies to compete in domestic markets  little incentive for firms to maximize efficiency and minimize costs as cost increases could be passed on to customers  During the 1980s:  Manufacturing organization began to encounter severe competition from overseas competitors that offered high-quality products at low prices  By establishing global networks for acquiring materials and distributing goods, competitors were able to gain access to domestic markets throughout the world  Privatization, intensive competition and an expanding product range created the need for organizations to focus on cost management and develop management accounting information systems that enabled them to understand their cost base and determine the sources of profitability for their products, customers and markets.
  • 22. The Impact Of Changing Environment Of Management Accounting Systems  During the past decade the use of information technology (IT) to support businesses activities has increased with the development of electronic business communication technologies (e-business, e-commerce or internet commerce) These developments are having a big impact on business:  Consumers are becoming more discerning when purchasing products or services because they are able to derive more information from the internet.  Cost saving from streamlining business processes and generating extra revenues from adept the use of on-line facilities.
  • 23. Customer Satisfaction And New Management Approaches  To compete in today’s competitive environment companies need to become more ‘customer driven’ and make customer satisfaction the top priority.  To provide customer satisfaction organizations must concentrate on key success factors that directly affect it. The key success factors are cost efficiency, quality, time and innovation.  Organizations are also adopting new management approaches in their quest to achieve customer satisfaction. The new approaches are continuous improvement, employee empowerment and total value-chain analysis.
  • 24. Key Success Factors  Cost efficiency – keeping costs low and being cost efficient provides an organization with a strong competitive advantage.  Quality – customers are demanding high quality products. Companies are focusing on total quality management (TQM) where all business functions are involved in a process of continuous quality improvement. It focuses on delivering products or services of consistently high quality in a timely fashion.  Time – organizations seek to increase customer satisfaction by providing a speedier response to customer requests, ensure on-time delivery and reduce the time taken to develop and bring new products to market.  Innovation – companies must develop a steady stream of innovative products and services and to adapt to changing customer requirements.
  • 25. NATURE AND PURPOSE OF INTERNAL MANAGEMENT REPORTING  Internal Management Reporting is a financial data or other information accumulated to be communicated to another within the business entity.  The information assists others in the managerial decision making process.  Examples – expenses report, capital budgeting analysis, other reports designed to guide management rather than inform outsiders.
  • 26. GOALS OF INTERNAL MANAGEMENT REPORTING  Implementing solid internal management reporting is one of the most important steps a company can take to effectively accomplish the following major goals:  Manage the business day to day – creates tools that managers can use to make good decision based on relevant and accurate information, presented in a timely fashion.  Align the incentives of employees with the organization as a whole. Give employees goals that are integrated with management reporting, so that their progress is measurable, actionable and rewarded.  Create and manage a solid controls environment. Help managers become comfortable with the multitude of signoffs that they must complete throughout the year.
  • 27. IMPORTANCE OF INFORMATION TECHNOLOGY  The use of information technology to support business activities has increased with the development of electronic business communication technologies (e-business, e-commerce, internet commerce).  Consumer are becoming more selective when purchasing products and services because they are able to derive more information from the internet on the comparative value of different product offered.  E-commerce has provided the potential to develop new ways of doing things that have enable considerable cost savings to be made from reorganizing business processes and generating extra revenues from the competent use of on-line facilities. (ticketless airline bookings and internet banking)
  • 28.  The ability to use e-commerce more proficiently than competitors provides the potential for companies to establish a competitive advantage.  Examples:  Ticketless travel, where passengers receive e-mail confirming their booking, cuts the cost of issuing, distributing and processing tickets.  Intensive use of IT in administration and management, aiming to run a paperless office.