improved project

8/3/2019 Improved Project

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Preface

Offshore Business Process Outsourcing (BPO) can be an

effective strategy for improving performance, cutting costs,

and enabling the buyer to focus on its core business. The

relationship that is the focus of the case study is how the

buyer and service provider worked through these issues is

the focus of the discussion throughout this paper and the

basis for their offshore BPO best practices and keys to

success An outsourcing arrangement is inherently a long-

term relationship. Success requires that both companies

work together as partners, especially to overcome the initial

hurdles in a relationship. XYZ Ltd. and AGLRs success is

based on the following key aspects:

Partnering mind-set

Open, honest communications, including feedback

Mutual commitment, especially at top executive levels

Investment by both sides

A strong governance structure for managing the

relationship

Flexibility

Unlike products which are produced, then distributed andsold, accounting services are produced and consumedsimultaneously in a real-time environment. Thus,distribution issues center on making the services available ina convenient manner to the most number of potentialclients.


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High Level Process Mapping & Solution Identification

High Level Process Mapping & Solution Identification is animportant tool in this detailed analysis. High Level ProcessMapping enables an organization to define, document,analyze, prioritize and recommend solutions and follow-upplans to move the company toward its financial andcustomer-focused goals. A high level process map containsthe essential parts of a process and focuses on performancegoal.

PERFORMANCE GOAL

Vision

The goal of the company in the coming future is to fullfilland establish the following :

1. Attract investment capital;2. Focus ideas and establish goals;3. Identify and quantify objectives;4. Track and direct growth; and,

High Level Process

Mapping & SolutionIdentification

Performance goals Essential parts ofa process

Follow-up Plans
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5. Create benchmarks for measuring success.

Mission

Mission Statement

The Accounting and Finance Department's mission is to

educate accountants and finance professionals who are

prepared for a dynamic and changing world. The mission

encompasses two primary areas:

ESSENTIAL PARTS OF A PROCESS

STRATEGY


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General Ledger, Accounts Payable and Receivable, Payroll,

Billing and Collections, Filing of Federal, State, and Local

Forms, and Tax Preparation are services necessary to eachcorporate entity and individual. .Typically, our consulting

engagements consist of five phases. Each phase builds upon

the previous phase to ensure we improve the way your

business runs.

1. Introduction Phase

Assess and evaluate with clients their issues, desired

improvements, how we can help Decide if we can add value to client's business and

meet project timelines If we can add value, prepare work estimate and

engagement letter for approval, timelines, procedures,location are negotiable but must be documented andapproved at start

If we feel we cannot add value, refer other parties

2. Planning Phase

Upon approval of estimate and engagement letter,planning phase begins

understanding client's business, meeting people in theorganization, listen to their concerns and understandtheir roles in company, review current systems andtheir performance

record discussions and current systems

plan system modifications to meet desired goals,analyze entire system, not just individual components,determine if accounting, filing or paper management,or roles within company can be improved

Document improvements, present to client, modifyplans based on feedback


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3. Implementation Phase

Upon confirmation and approval of plan, implementchanges in the accounting system, filing system, and/orcompany roles

Spend time with individuals impacted by changes,ensure they understand the changes and can completetheir tasks

4. Control Phase

ensure results meet expectations, update and recordchanges not documented prior to implementation

Document ongoing policies and procedures to ensureemployees understand and complete their tasks, usefulin client's hiring process

Test documentation with employees to ensure accuracyand follow-through

5. Engagement Closure and Follow-up

Review the project, listen to client's feedback on ourconsulting process, look for ways to improve in thefuture

Review total project time spent and final costs Schedule follow-up and future projects


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FOLLOW PLAN

In an era of globalization, increasing economic pressuresand significant regulatory scrutiny, the role of todaysfinance executives is broader than ever. Chief financial

officers (CFOs) can no longer focus solely on accountingtransactions and financial reporting; they must becomestrategic business partners, providing specific internal andexternal skills and services across their organizations. Howcan you prioritize the responsibilities of your financeorganization to reduce costs, improve informationmanagement, effectively communicate external financialinformation and provide guidance to CEOs and boards ofdirectors on the financial implications of strategic decisions?

Transforming the finance function for quality,efficiency and growthIn an era of globalization, increasing economicpressures and significant regulatory scrutiny, the roleof todays finance executives is broader than ever.


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Chief financial officers (CFOs) can no longer focussolely on accounting transactions and financialreporting; they must become strategic businesspartners, providing specific internal and external skills

and services across their organizations. How can youprioritize the responsibilities of your financeorganization to reduce costs, improve informationmanagement, effectively communicate externalfinancial information and provide guidance to CEOs andboards of directors on the financial implications ofstrategic decisions?

Meet new regulatory demands and respond toaccounting challengesProcess Improvement Solution can help clients keep

abreast of current accounting regulation and growingregulations. Our approach can help you:

o Navigate XBRL-related decisions and develop plans that

focus on compliance and value-added opportunities intheir reporting functions.

o Migrate to IFRS by identifying processes that require

updating, developing implementation roadmaps,understanding necessary technologies and ultimatelycompleting successful migrations.

o Understand the value of Accounting Standard No. 5 and

improve the control environment while reducingcompliance costs.

Focus Finance on Key Success LeversWe can help you transform your finance organizationto:

o Improve information management and buildbetter business partnerships We work with you todevelop planning, budgeting and reporting systemsthat allow finance and business units to shareinformation in a timely and cost-effective way theprovides financial visibility into decision making,


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streamlined processes and collaboration with otherdepartments.

o Boost ROI through transformation We can help

you assess specific areas to focus on through targeted

benchmarking, process analysis and business casedevelopment. Recently, we have helped clients improverevenue recognition, close and consolidation processes,shared services and outsourcing, and furtherautomation of traditional transaction processing, suchas accounts payable.

o Promote innovation and growth We can help you

increase emphasis on business case development andperformance/program management to develop the

analytics necessary to generate quantifiable dataaround profitability metrics, price point analysis,marketing analysis and other areas of innovation.

It is recommended that the mailings be made over a period

of several monthsnot all at once so that proper follow-up

telephone calls can be made.

A customer/prospect database can be developed in addition

to the purchased lists. Monitoring the local newspapers forannouncements about new businesses in the area will

provide a steady influx of new names. These can be added

to the database, and the business mailed the brochure and

"new company" letter.

Accounting services typically advertise only during tax

season, so the earlier schedule will help set Marcus

Accounting apart from and ahead of the rest.

Automated routing of transactions for approval by

business unit managers irrespective of location,

enhancing control and manager productivity


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o

Solution identification with Adapted process

Once this high-level mapping has been done to understand strategicissues, the next step is to explore these strategic issues in-depth. Incase the process has to be migrated, it is important for both the clientand the BPO to carry out a Mapping of As Is Process. An As IsProcess refers to a process which is already in place at a clients siteand is likely to be migrated to a BPO.

Mapping of As Is Process is an extremely powerful diagnostic tool foran organization which helps in analyzing the flow of work andinformation to understand process issues and also to uncover

structural difficulties, quality challenges, and people issues.

Mapping of PresentProcess:

Structural difficultiesQuality challenges

People issues


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challenges

Structural difficulties

Lack of interaction between process components,process flow is not logical,

Quality challenges

Quality parameters are not clearly defined, MisfiledTax return, lack of cost and

People issues Lack of motivation, stress, highemployee turnover rate, lack of accuracy, data

Standard Operating Procedures:

A standard operating procedure is a set of instructions coveringfeatures of different operations to establish a definite or standardizedprocedure without loss of effectiveness. Standard Operating Policiesand Procedures can be effective benchmarks to drive performance

improvement and improving organizational results.

Every good quality-system is based on its standard operatingprocedures (SOPs).

Standard Operating

Procedures:

Operating Policies Procedures Training document


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The following procedure shall be used to ensure billing reconciliation,reimbursement and that IRS substantiation requirements are metwhen anemployee uses an issued cellular device:

1. The Director of Management Information Systems (MIS) shallreview allmonthly billing statements for service related issues each month. TheDirector of MIS shall then provide Accounts Payable copies of themonthlybilling statements for all employees issued cellular devices within 5workingdays of receipt.2. Accounts Payable shall sort statements by department and shall

distribute thesorted statements via courier to each department.3. Department Heads/Supervisors shall distribute statements to eachemployeeissued a cellular device within their department each month.4. Every employee issued a cellular device shall review their monthlybillingstatement and shall:a. Highlight each outgoing and incoming telephone call deemed tohavebeen of a personal nature.

b. Total all service minutes for every highlighted call and, using a pen,record that total on the Cell Phone Reimbursement Form (attachmentI) in the My Personal Minutes box.c. Multiply the total personal use minutes by the servicereimbursementrate of $0.08/minute and, using a pen, record the total reimbursementrequirement on the Cell Phone Reimbursement Form (attachment I) inthe Amount Owed for Personal Minutes box.d. If the cost of the total personal use is $1.00 or more, write a checkfor

the total amount payable to the Escambia County School District.e. Complete all remaining sections of the Cell Phone ReimbursementForm (attachment I) with the required signatures, dates andcertifications.f. Return the Cell Phone Reimbursement Form (attachment I), monthlybilling statement and any required check to the DepartmentDirector/Supervisor within 10 days of the receipt of each monthlystatement.


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Training goal Highly skilled team of bookkeepingand professional accountants- Meeting the clients financial accounting

services needs efficiently, effectively and intime.

1. Learning objectives

To make different components of businessinteract properly- Making the process flow logical and nothaphazard- Clearly defining quality parameters- Cost and time effectiveness- Motivating the team and eliminating stress


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2.

Learning methods / activities

Technical Competence

Goal 1: Students will learn accounting, finance and other

business skills appropriate to their academic and vocational

goals by:

1.1: Demonstrating knowledge of the ConceptualFramework and its role in the development of

accounting policy;

1.2: Understanding the evolutionary nature of

accounting and finance through the study of the

historical and societal implications of accounting and

finance and how accounting and finance evolves to meet

the needs of business and society;

1.3: Demonstrating proficiency in the application of

accounting/finance principles and procedures through

the study and use of accounting/finance procedures;

1.4: Demonstrating proficiency in gathering and

analyzing financial data through the use of technology.


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1.5: Demonstrating proficiency in the application of

finance and general business skills to problem analysis

and resolution.

Critical Thinking and Communication SkillsGoal 2: Students will learn to think critically about

accounting, finance and business issues and to communicate

those issues effectively to interested parties by:

2.1: Demonstrating effective written communication

skills;

2.2: Demonstrating interpersonal skills necessary to

function effectively as part of a team;

2.3: Demonstrating the ability to identify issues andsolve problems through the use of symbolic and

analytical thinking; and

2.4: Demonstrating the ability to use technology

resources to research issues, identify potential

additional issues, and evaluate alternatives.

3. Documentation / evidence of learning

Documentation means maintaining records. Allthat is done needs to be documented for futurereference for use as well as revisions. Thisfuture reference material can be used by youas well as others who may want to continuethe same task for addition or revision.Documentation also assists mandatory legal

obligations.

Documentation is any communicablematerial (such As text, video, audio, etc.,


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or combinations thereof) used to record allthe process improvements

Computation of as is Process Cost:

Cost assigned to a business process at mobiles companys site based onthe cost of the activities that compose the process.

Key assumptions;

Target Markets - Business (Market County)

Small businesses (up to 20 employees) with anemphasis on new business start-ups

Self-employed (for example, contractors)

Home-based businesses (for example, consultants,freelance, professionals)

Target Markets - Consumer (Market County)

Upper-income households New residents in the area Women (elderly or single)

Seasonal residents

Pricing Strategy

For businesses, pricing will be in the hourly rate of $55, in

line with other established accounting services and what

other types of professionals charge.


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Personal/household tax preparation and filing prices are a

function of the forms and schedules involved. Generally

there is a base charge ($50-$125) plus extra for each

schedule ($10-$15). Personal consulting (or other non-tax

filing services) will be priced out at the $25 hourly rate.

Company brochure (2-color, 1,000 quantity, highquality paper)

$450.00

Reply card (2-color, 500 quantity, card stock) $150.00

Lists (new businesses, home-based businesses) $750.00

Postage (mailing 300 businesses, 150

attorneys/banks) $250.00Telephone follow-up ($1.50/call 300 calls) $450.00

Public relations activities and sponsorships $1,000.00

Customer reward program $500.00

Newspaper advertising (Shopper) $1,036.80

Yellow Pages advertising $621.50

Telephone book cover advertising $535.00

Restaurant placemats (5 restaurants/10 events) $1,650.00

Miscellaneous flyers $200.00Advertising specialties (give-aways) $200.00

Total for 1998 & 1999 $7,792.80


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Pilot plan

Companies normally test their offshore readiness and vendors qualityby doing an initial pilot project at BPO site. These projects aregenerally not high profile, extremely large or too dependent on othersystems.

A pilot project is a replica of the entire process on a smaller scale toassess the ability and quality of the BPO to execute the process. Itusually comprises a small team which includes an agent, managers,and quality analysts. If the pilot project gives a satisfactory output,

then the actual project would come to the company.


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Start-Up Services

Choice of businessentity, includinganalysis of taxramifications, legalprotections andemployee benefits

options Complete and submit

federal and stateapplications foridentification numbers

Apply for businesslicense

Registration for stateincome tax and salestax withholding andremittance

Accounting anddatabase softwareselection,customization andimplementation

Staff Training

Accounting & TaxServices

Prepare quarterlypayroll tax returns

Prepare W2s and

Business Valuations / M&A

Transition planning Secured lending and

advisory services Stakeholder requirements,

including buy-sellagreements, forecasting,feasibility analysis andstrategic planning

Tax analysis and planning,including estate planning,employee stock ownership

plans (ESOPs), gift andestate taxes, purchaseprice allocation.

Litigation Support

Bankruptcy planning, assetmanagement anddisposition

Expert witness testimony Problem loan resolution

Insolvency accounting Damage claims

Fraud and embezzlement

Marital dissolution
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1099s Prepare W3 and state

reconciliations

Prepare personal

property return Prepare and review

federal and statecorporate tax returns

Business Plans

Provide a clear, preciseand meaningful senseof direction for yourcompany for aspecified period of time

Plans can be preparedfor both internal andexternal purposes

Secure funding andlines of credit

Incorporateperformancemeasurement and keyemployee motivation

Present informationeffectively to outsideparties

Special Needs

Crisis management forbusiness in trouble

Appraisals and auctions

Turnarounds and workouts

Orderly liquidation ofassets

Problem loan resolutionand workout resource forlending institutions
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On-the-job training (OJT)

When the process has been migrated and a small pilot process hasstarted, the process manager starts looking for opportunities toimprove the process. Training people is an important component ofthis strategy. On-the-job training (OJT) is one of the best trainingmethods because it is planned, organized, and conducted at theemployee's worksite.


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Ramping Up & Ramping down plan

After the pilot process has been launched, feedback from client issought to explore process development opportunities. If the client ishappy with pilot process and once process managers are comfortable

with the pilot process, the next step is to ramp up the process. TheRamp up of project refers to expansion of project from pilot phase tofull capacity phase. It involves hiring and training new agents so thatthe BPO can handle more work.

The process is being moved from location A (mobile company) toLocation B (BPO) and as shown in figure location A is graduallyreducing its capacity ("ramping down") while Location B is graduallyincreasing it's capacity by hiring more people.


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Ramping Up & Ramping Down Plan

After the pilot process has been launched,

feedback from client is sought to exploreprocess development opportunities. If theclient is happy with pilot process and onceprocess managers are comfortable with thepilot process, the next step is to ramp up theprocess. The Ramp Up of project refers toexpansion of project from pilot phase to full

capacity phase. It involves hiring and trainingnew agents so that the BPO can handle morework. Before ramping up it is important toensure the training and quality managementresources are sufficiently raised up to meet theincreased demands of the process. A ramp upshould be approached carefully and slowly so

that training and quality teams can keep paceand overall quality of process is notcompromised.

Location a United State

Location b India


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If a ramp up involves migrating process fromone location to another, it is important that itis accomplished in such a way that optimum

level of operations is maintained at everystage. Take for example the situation asillustrated in the diagram. The process is beingmoved from location A to B, and as shown, infigure, location A is gradually reducing itscapacity (ramping down) while location B isGradually increasing its capacity by hiring

more people. However at every stage, theoptimum capacity of the process is maintained.The gradual increase in every stage, theoptimum capacity of the process is maintained.The gradual increase in manpower at locationB also ensures training and Quality monitoringcan be properly managed.


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Billing Collections

The process of sending accounts tocustomers for goods or services is calledbilling. The document used is called aninvoice. The invoice may be attached to thegoods or forwarded separately.

Types of billing

Fixed Price Based It is becoming morein vogue, as the BPO sector in India isbecoming more specialized. Clients in theUS and Europe are ready to incur a fixedcost for a project, rather than being

involved in the nitty-gritty of a transactionbased mechanism. A fixed pricind systemis advantageous in the long run, because avendor gets to enjoy flexibility of doing thework for a given sum, without being


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Documenting process performance metrics

Process Performance metrics should be designed to encourageperformance improvement, effectiveness, efficiency, and appropriatelevels of internal controls. They should incorporate "best practices"related to the performance being measured and cost/risk/benefitanalysis, where appropriate.

Performance measurement is an important cornerstone of thecontracts between the client and the BPO for the operation of itslaboratories. As soon as process is migrated from client site to vendor,Process Performance metrics should be designed to encourage

performance improvement, effectiveness, efficiency, and appropriatelevels of internal controls. They should incorporate "best practices"related to the performance being measured and cost/risk/benefitanalysis, where appropriate.

Business service needs range from annual tax filing tomonthly recordkeeping and reporting, including accountspayable and receivable, payroll and payroll tax reporting,sales and use tax reporting, bank reconciliation, profit/lossand cash flow statements.

Performance metrics are designed for a quantitative assessment ofgains in:

Customer Satisfaction

Organizational Performance
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Workforce Excellence

The key elements of the performance metrics should address:

Alignment with Organizational Mission (Most BPOs have mission

statements aligned towards client/customer satisfaction) Cost Reduction and/or Avoidance

Cycle Time Reduction

Meeting Client Commitments

Customer Satisfaction

Determining the Quality of Metrics

Checklist to determine the quality of the performance metrics

Is the metric objectively measurable? Does the metric include a clear statement of the end results

expected?

Does the metric support customer requirements, includingcompliance issues where appropriate?

Does the metric focus on effectiveness and/or efficiency of thesystem being measured?

Does the metric allow for meaningful trend or statisticalanalysis?

Have appropriate industry or other external stands been applied?

Does the metric include milestones and/or indicators to expressqualitative criteria?

Are the metrics challenging but at the same time attainable?

Are assumptions and definitions specified for what constitutessatisfactory performance?

Have those who are responsible for the performance beingmeasured been fully involved in the development of this metric?


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Communication

Communication is vital to the survival and

success of mortgage professionals. In spite ofthis, few understand what communication isand how it works opening a competitiveopportunity for the mortgage originationmarketers who master this most centralprocess of building lucrative customerrelationships

Effective Communication

As I have learned from this course, in order to become successful in your career today, you must have a verygood understanding of the various ways in which people interact and communicate with one another. It is criticalthat good leaders display the ability to effectively communicate with their associates and subordinates as well astrain and encourages others to demonstrate those same communication skills. By doing so, they will promote anefficient work environment that everyone will be sure to enjoy.


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pic

manner of communication

frequency of reporting to the cliento formally thro mails

o on an informal basis

Identifying areas on process improvements

Plan out different ways of identifying areas of improvement;

One of the ways is to assess the gap between the customerexpectations and process output through a customer surveywherein customer feedback on quality of services is recordedalong with ideas on improving service. Design a survey alongthese lines and identify areas of improvement.

Design brainstorming sessions with the agents, managers andquality teams (collectively called process owners) to identifysmall areas for improvement which could be taken up asprojects.

Design a root cause analysis project for identifying the first orunderlying (root) causes of problems

SOLUTION DESIGNED ON PROCESSIMPROVEMENTS

It involves following steps:

Defining the organization's strategic goals andpurposes Determining the organization's customers (orstakeholders)

Mapping the existing process


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Aligning the business processes to realize theorganizations goals

In today's highly competitive environment, formal business

planning is an essential element in achieving businesssuccess. A well-written business plan is primarily a

communication tool to be used in obtaining financing. In

certain instances, particularly with our early stage company,

this business plan also serves as a strategic plan.

Sophisticated business planning helps management answer

questions such as:

What will be our record of achievement?

How have we fared compared to our competitors?

Are we setting realistic and attainable goals and objectives?

Constructive and useful business planning requires a broad-

based understanding of changes taking place in the

marketplace in which the company competes, or plans to

compete, and the ever-changing financial markets. In-depthtechnical skills in a variety of disciplines such as tax,

financial analysis, sales, marketing, and managing growth

are critical components in assessing a company's

opportunities and risks.

The experienced professionals can assista the company in:

Helping develop a realistic business plan;

Reviewing financial projections incorporating all of theassumptions and quantitative data presented in thebusiness plan;

Structuring funding options and lending offerings; Conducting market research; Researching growth potential for the industry;

Identifying competitive forces and products; and,
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Offering creative marketing approaches.

Design Process Improvements should follow followingprinciples:

Process orientation to Business Goals: An organization'sgoal should be the key driver for any business process. Allprocess, people and resources should be directed towardsbusiness goals. This would facilitate the processimprovements in line with the organizations goal.

Customer focus: Keeping in view the changing customer

needs, the business process should be aligned to highercustomer satisfaction.

Benchmark regularly: An effort should be made to analyzein depth if the new improved process would meet itsobjectives. Therefore the organization must establish

benchmarks, or a set of standards, against which theprocess must be measured. The benchmarks themselvesmust be quantifiable, attainable, and realistic.

Establish who owns a business process: Specific people,theprocess owners, must be placed in charge of a businessprocess, be responsible for the performance and changes inthe process, and be responsible for the success or failure ofprocess improvement goals. Without personal accountability,the process improvements will not make the desired impact.

Build control points into a process: There should be

frequent control points where the process owners andcustomers/stakeholders can decide if the process is meetingcurrent benchmarks and what they should do with theprocess. This may include halting the process if it fails tomeet realistic benchmarks.


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Standardize similar processes: Many organizations relyon an ad hoc approach to business processes. They makethem up as they go along and change them withoutdeliberate planning. A standardized system of preparing

processes saves time, effort, staff hours, and money.

Solution mapped on Business Continuity / Disaster Recovery

WHAT IS DISASTER?

Disaster is a sudden, calamitous event bringing great damage, loss, and destruction

and devastation to life and property. The damage caused by disasters is

immeasurable and varies with the geographical location, climate and the type of the

earth surface/degree of vulnerability. This influences the mental, socio-economic,

political and cultural state of the affected area. Generally, disaster has the following

effects in the concerned areas,

1. It completely disrupts the normal day to day life

2. It negatively influences the emergency systems3. Normal needs and processes like food, shelter, health, etc. are affected and

deteriorate depending on the intensityand severity of the disaster.


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It may also be termed as a serious disruption of the functioning of society, causingwidespread human, material or environmental losses which exceed the ability

of the affected society to cope using its own resources.

Thus, a disaster may have the following main features:-

o Unpredictabilityo Unfamiliarity

o Speedo Urgency

o Uncertaintyo Threat

Thus, in simple terms we can define disaster as a hazard causing heavy

loss to life, property and livelihood.

e.g. a cyclone killing 10,000 lives and a crop loss of one crore can betermed as disaster.

TYPES OF DISASTER

Generally, disasters are of two types Natural and Manmade. Based on thedevastation, these are further classified into major/minor natural disaster andmajor/minor manmade disasters. Some of the disasters are listed below,

Major natural disasters: Flood

Cyclone

Drought Earthquake

Minor natural disasters: Cold wave

Thunderstorms

Heat waves Mud slides

Storm

Major manmade disaster:

Setting of fires Epidemic

Deforestation Pollution due to prawn

cultivation Chemical pollution.

Wars

Minor manmade disaster:

Road / train accidents, riots

Food poisoning Industrial disaster/ crisis

Environmental pollution

Risk:Risk is a measure of the expected losses due to a hazardous event of a particular

magnitude occurring in a given area over a specific time period. Risk is a function of

the probability of particular occurrences and the losses each would cause. The levelof risk depends on:


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v Nature of the Hazardv Vulnerability of the elements which are affected

v Economic value of those elements

Vulnerability:It is defined as the extent to which a community, structure, service, and/orgeographic area is likely to be damaged or disrupted by the impact of particular

hazard, on account of their nature, construction and proximity to hazardous terrainor a disaster prone area

Hazards:Hazards are defined as Phenomena that pose a threat to people, structures, oreconomic assets and which may cause a disaster. They could be either manmade or

naturally occurring in our environment.

The extent of damage in a disaster depends on:1) The impact, intensity and characteristics of the phenomenon and

2) How people, environment and infrastructures are affected by thatphenomenon

This relationship can be written as an equation:

Disaster Risk = Hazard +Vulnerability

Response

Rehabilitation

Reconstruction

Disaster

Impact

Development

Prevention

Mitigation

Preparedness

C

R

I

S

I

SM

A

N

A

G

E

M

E

N

T


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Disater recovery

Business continuity planning means going beyond tape backup systems, storage systems,and hot sites by developing a comprehensive, cost-effective plan that ensures the

continuity of your key business processes, delivery services, and IT services during an

emergency. To help you develop such a plan, several vendors offer business continuity

planning software. But will such a product help your organization, and how do youchoose the right product? Our Business Continuity Planning Software Pack includes three

tools that will help you decide whether business continuity planning software will meet

your organization's needs, choose the right vendor, and check vendors' references

Disaster recovery planning and accountinginformation systems.

The importance of computerized accounting information to

the success of a business can be illustrated by thefollowing facts:* The average company experiencing a computer outagelasting ten days or more will never fully recover.* Fifty percent of these companies are out of businesswithin five years [1].Incidents of floods, earthquakes and hurricanes areexamples of disasters that can seriously compromise theavailability of accounting information. Additional disasters

include fire, employee sabotage, computer viruses,physical damage (e.g., static electricity or disks crashing)and theft. The dollar value of physical damage from adisaster can be staggering. The city of Chicago sufferedover one billion dollars in damage from a 1992 flood [6].Effects of disasters extend for a long period after the


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physical damage is repaired. The quicker a companyrecovers from such a disaster, the less extensive the long-term effects of the disaster. While the loss of sales during adisaster is harmful, the loss of customers, vendors,

inventory and employee...


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Analyzing voice of customer

Develop a questionnaire and conduct the mock interviews within to

address the gaps. Record your findings.

Performance metrics


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This excellent opportunity for a Performance Metrics SeniorProject Manager has arisen within a highly respected TopTier Investment Bank. They will directly support the overallGMAT goal to develop metrics to more accurately assess and

report Global Operations performance in terms of capacityplanning, risk, efficiency gains and management costcontrol.

The key responsibilities include:- Support the Time Driven Activity Based Costing (TDABC)project implementation regionally for the global head of GPGin London and develop broad operational performancemetrics reporting to the global head of GMAT in New York.

- Support the regional implementation for the TDABCproject, provide ongoing global management reportingleadership and recommend action plans based on in depthanalysis of monthly data.- Support the overall GMAT goal to develop metrics to moreaccurately assess and report Global Operations performancein terms of capacity planning, risk, efficiency gains andmanagement cost control.- Analyzing these performance indicators and presenting

findings on a monthly basis, both globally across Operationsas well as regionally to ensure market specific nuances areconsidered, will be a critical function of the RegionalCoordinator.

The ideal candidate should have understanding of financialreporting and cost accounting, preferably ABC. Familiar withSecurities Operations organisations and/or life of a trade.

improved project

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