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MFRD in HSC sample assignment
UNIT 14: Managing Financial Resources in Health and Social Care
INTRODUCTION
The aim of this assignment is to explain the principle involved in the management of financial resources. Health and social care organisations are expected to minimize their financial resources. Managing of financial resources can be categorised into different levels. At the micro level, this assignment will explain how individuals/organisation will utilize the resources available effectively (to achieve the goals of the organisation) and efficiently (to avoid waste). This assignment will also provide the information needed to manage financial resources. When an individual/organisation wants to start any business at any level it may be, the basic raw material needed for such management is information. Managing financial resources requires a regulatory requirement which explains why the information about an organisation like Life Hope Care Home needs to keep records. Records in Life Hope Care Home must be maintained for decision-making, planning and control purposes over and above those required by legislation. In order for Life Hope Care Home to be established, the management ought to be guided by certain basic costing principles (Arora 2009).
1.1 EXPLAIN THE PRINCIPLE OF COSTING AND BUSINESS CONTROL SYESTEMS
Cost is the monetary value of a product or a service whilst costing is the process of calculating how much a product or service is cost or the actual calculation itself. As a manager in Life Hope Care Home, it is essential to understand the principle of costing in order to be sure of the cost and amount of resource needed to deliver an effective service. Costing also helps managers to know how much resources are available at their disposal to be able to prioritise the resources according to organisational scale of preference. The processes of ascertaining consist of the rules or a principle that governs the procedure ascertaining the cost or output (Cichon, 1999).
The Principles of Costing:There are five fundamental principles of costing. Firstly cost is always related to its cause as the cost figures are usually collected and analysed according to the nature of the activities and are located on a basis of cause relationships. Secondly, in costing, abnormal cost is charged to cover incidents that are not related to the actual cost of a product or a service. In addition, cost is charged after it has been incurred. Thus, until the cost has been incurred, it is seen as no cost and it cannot be charged to a cost centre. Again, past cost are not taken into consideration to future cost since the future cost will needlessly be over-burdened with the past. Exception to this rule is advertisement, where expenses are treated as a deferred revenue expense. . Lastly, keeping accounts of cost is also based on double is based on double entry principle. This means that cost control accounts are kept on the double- principle entry principle through (Audit Commission, 2004).
A Business Control System is a system designed and established to check, record, regulate, supervise, authenticate, and (if necessary) restrict, the access to an asset, resource, or system. They are designed to provide “corrective action to align actual performance with the established standards and help organisation achieve their objectives”. Control system maybe can be corrective or preventive. Corrective control systems are mechanism that are used to correct the errors that are used to that have occurred already whilst preventive measures are to reduce the probability of errors or risk. Some of the costing and business control systems are; (Nolan, Burgess and Shaw, 2011).
Break-even analysis: This is used to determine how much sales volume a business needs to start making a profit. When starting up a business, there is no lost or no profit.
Cost benefit analysis; this is an attempt to quantify and include in estimate of cost and benefits to clients and also to the community. Cost benefit analysis decision making is about choices. If an individual wants to start up a business, they might rely on their intuition, a ‘’gut feel’’ for the right business or choice. For example, a student studying HND for 2years and working at the same time, and someone who works full time without studying at the same time, will earn a lot of money than the student studying and working at the same time. So the one studying and working is losing money in the short term, but when qualified in the long run will earn a lot of money (Nolan, Burgess and Shaw, 2011).
The choice of a business in decision making might be concerned with profit earning capacity and income flow and may also take cash flow analysis or a full financial appraisal of the project. When going into a business, there are some cost benefit analysis that should be made like is the project worthwhile financially? Is the business the best option and should it be undertaken at all?
Budget: A budget is a plan expressed in monetary terms, this covers income, expenditure and capital investment (buying fixed assets). This is the amount of money or resources that any organisation or health service has got aside to complete a set objective. Budget therefore helps to ensure the organisation’s objectives are achieved. This helps the business to utilize resources efficiently. It also prevents the business from going over their acquired resources wasting resources. For example, in reference to the case study, £500000 has been set aside to open Life Hope Care Home. Budget compels planning and decision making about the organisation. Budgetary planning and control system forces management to look ahead, to make decisions, to set out detailed plans for achieving the targets for each department, operation and ( ideally) each manager, to anticipate problems and give the organisation purpose and direction (Walton A &MCKibbin J. 2012).
Capital: capital is a major part of all kinds’ business activities, which are decided by the size, and nature of business concern. This comprises of both fixed and non-fixed assets that is use to establish a business. For example, the capital in establishing a Life Hope Care Home can be employees, money, and many more. This is very important in every business especially in Health and Social Care. It gives the business a solid foundation to be able to operate successfully. Capital may be raised with the help of various sources. If Life Hope Care Home maintains proper and adequate level of capital, it will earn high profit and can provide more dividends to its share holds (L. Fung).
Income: the income of a health and social care are the revenues that come into the business. For example, donations from other co-operate organisations, volunteers, credit supplies, and more. A business’ income helps the business to grow. Expenditure: Expenditure maybe defined as money spends or liability incurred for some benefit, service or receiving property. Some of the examples of expenditure are – payment of rent, salaries, purchase of goods, purchase of machinery, purchase, of furniture, etc. Expenditure may be classified into: (Nolan, Burgess and Shaw, 2011).
Capital Expenditure: Those expenditure which are incurred for acquiring fixed assets like building, machinery, furniture etc., are referred to as a capital expenditure, and are shown in the balance sheet as assets (Nolan, Burgess and Shaw, 2011).
Revenue Expenditure: Those expenditure which are incurred in the current year and benefit of which is also taken in the same in the same accounting year. These expenditures do not result in income of the firm. All revenue expenditure is termed expenses. In health and social care, expenses can be the cost of providing drugs to patients. Paying creditors for good and services used (Nolan, Burgess and Shaw, 2011).
Cost Centre: cost centre is a location and a function, an activity or an item of equipment. Each cost centre acts as a collecting place for certain cost before they are analysed further. In a production department, the department itself, a machine within the department or group of machines, a supervisor’s work group, a work bench and so on. Production ‘service’ or ‘back-up’ department such as the stores, maintenance production planning and control department one of the suitable cost centres. Shared cost (rent, rates, electricity or gas bills) may require cost centres of their own in order to be directly allocated shared cost items may be charged to separate individual cost centres or they may be group into a larger cost centre, for example, factory occupancy cost, for rent, rates, heating, lighting, building repairs, cleaning or maintenance of a particular factory. Charging cost to a cost centre simply involves two steps which are first identifying the cost centre for which an item of expenditure is a direct cost and allocating the cost to the cost centre, cost centres should always be managed by someone who can provide a basis for allocating responsibility for cost ( BPP Learning Media 2013).
In relation to an organization engaged in the health and social service sector, the aforesaid concepts are highly relevant and imperative for appropriate delivery of services and maintain sustainability of operations. The organisation needs to understand the aspects of costs, income and analyze the leverage of cost and expenses in any current or future venture so as to judge its sustainability. The organisation also needs to draw up budgets and forecast the needs of capital, ways of incurring expenditure and generating income. Finally, the organisation in the health and social care sector needs to implement effective cost control to optimally utilise resources and enhance efficiency while delivering adequate services to the satisfaction of the service users (Nolan, Burgess and Shaw, 2011).
1.2 IDENTIFY INFORMATION NEEDED TO MANAGE FINANCIAL RESOURCES
Financial resources such as revenues, assets, cash flow etc. are highly significant in delivering the services of an organisation engaged in the health and social sector. In this relation it is important that the financial resources are managed appropriate for maintaining sustainability and efficiency in operations (Broadbent and Cullen, 1993). The management of financial resources with regard to an organisation engaged in the health and social care sector is highly dependent in efficient utilisation and coordination of the information on business costs (Nolan, Burgess and Shaw, 2011).
The information on business cost in relation to the health and social care includes the following:-
People – People includes information on service users, employees, suppliers, etc. each of the person has considerable cost involved and management of financial resources requirements suitable coordination of the information on these people. The information on service users include the cost and kind of services required to provided, the information on employees include the salaries and wages which needs to be given and the information on the suppliers include the discounts which can be availed, cost charged while procuring equipment’s, etc. These information needs to be coordinated and utilised effectively for efficient utilisation of financial resources in the health and social care sector (Nolan, Burgess and Shaw, 2011).
Equipment – Equipment includes all instruments which are required to deliver services by the organisation engaged in the health and social care sector. The equipment are highly imperative since they facilitate in delivery of appropriate services and most importantly such equipment are highly expensive and forms part of the capital expenditure. Hence, the information regarding equipment helps in management of financial resources in terms of ascertaining capital expenditure and forecasting the kind of services that can be delivered to maximise revenue (Broadbent and Cullen, 1993).
Finance – Finance is an essential resource which is the blood stream of the organisation engaged in the health and social sector. Finance is required in every activity carried on or to be undertaken by the organisation. Hence information regarding finances in terms of inflow and outflow would help in efficient management of resources and service delivery without any hindrances (Nolan, Burgess and Shaw, 2011).
Buildings – Buildings are important assets which facilitate as the centre of delivery of health and social care services. The information regarding the condition of the building, cost of the building, maintenance of the building help in effective management of financial resources and efficiently handle all expenses relating to the building which is essential for the delivery of services (Broadbent and Cullen, 1993).
Consumable items – Consumable items are required for maintaining day to day activities and delivering health and social care services. The information on consumable items would help in effective management of financial resources and maintain stock of such items so that the service delivery is not challenged under any circumstances.
Administration – Administration is the part of the management wherein the daily affairs and requirement of the operations are addressed. The information on administration helps in effective management of financial resources by timely addressing all operational requirements of the organisation (Nolan, Burgess and Shaw, 2011).
Income Streams – the Income streams are referred to the cash flows generated from various operational avenues which lead to the income of the organisation. The information about the income streams help in understanding the total revenues which would be accumulated and in turn effectively manage the financial resources of the organisation engaged in the health and social care (Paramasivan and Subramanian, 2009).
1.3 EXPLAIN THE REGULATORY REQUIREMENTS FOR MANAGING FINANCIAL RESOURCES
The management of financial resources needs to be undertaken under the compliance of different mandates stipulated in various frameworks, guidelines and legislations in relation to the health and social care sector. The basic financial need is the improvisation of an efficient risk management system which acts as an important tool to comprehend the existing risk, anticipate the future risks and prepare action plan to mitigate the same (Thomas, 2001).
The regulatory requirements which affect the business cost or management of financial resources are as follows:-
Changes in policy: The Changes in policy influences the business cost or the management of financial resources. The change in the policy by the Government or the regulatory agency may tantamount to new measures of compliance and incurring of additional expenditure while delivering health and social care services Hence changes in the policy may result in additional efforts towards compliance which may result in increasing the outgo of financial resources (Thomas, 2001).
Competitive factors – The competitive factor include the aspects of services which are provided by other service providers or organisations in the health and social care sector. The competitive factors are equally important since the cost of compliance, mitigation of risk, adherence to laws and code of conducts may result in incurring additional expenditure which in turn may reduce competitive strength in the health and social sector (Thomas, 2001).
Legal requirements – The legal requirements are the mandates stipulated under various legal provisions for delivery of suitable services by the organisation engaged in the health and social care sector. The legal requirement are required to be adhered to while delivering the services and in this relation, compliance with legal requirement needs measures to be initiated in terms of reporting and other activities which attributes cot and utilisation of financial resources (Thomas, 2001).
Financial legislation and codes of practices – The financial legislation and codes of practices are referred to as laws which provide directive towards accounting and efficient management of financial resources while maintaining ethics in operations. The compliance to such legislation helps in management financial resources (Thomas, 2001).
Audit – Audit is regarded as the scrutiny and examination of the records and documents to ensure that the operations and the management of the organisation are conducted as per the requirement and the mandates. The audit helps in effective management of financial resources, reduces wastage and prohibits unethical practices (Thomas, 2001).
Accountability – Accountability is regarded as the responsibility shared by the stakeholders of the organisation while delivering adequate services to the service users. The accountability ensures that the person responsible for delivery of the services and other operational and management activities carry out properly (Thomas, 2001).
1.4 Evaluate Systems for Managing Financial Resources ina Health or Care Organisation
Financial management system has been implemented by the organisation engaged in the Health care sector for efficient management of financial resources. The financial management system includes the processes and the instruments to efficiently administer the financial resource allocation, optimum utilisation of financial resources, etc. The financial management system facilitates the health and social care service providers to monitor the aggregate costs undertaken by the organisation.
The system for managing financial resources in relation to the health care organisation includes:-
Sources of Income – The sources of income include the avenues of realisation of revenues such as grants from governmental agencies, non-governmental agencies, subsidies, revenues from service users, etc. The sources of income help in realising the revenues and allocating them efficiently among various costs and services. Thus, sources of income help in effective system for management of financial resources. Setting of budgets – Setting of budgets refers to the process of forecasting income and expenses. In relation to the organisation engaged in the health and social care sector setting of budgets is an important system for managing financial resources. The budgets would ensure an outline of revenues and expenditure and any deviation from the predefined forecast would help in understanding the deficiencies in the system (Almgren, 2007).
Administration of Budgets – Administration of budget means monitoring the budget and implementation of the same. The administration of budget would help in controlling and monitoring the expenses, revenues and other forecasts. This would help effectively in maintaining an efficiency system for managing financial resources.
Cost centres –Cost centres are those department or functions within the organisation to which the cost are charged. The cost centres help in identifying the allocation of cost and the expenses incurred by the respective department in terms of the entire expenditure incurred by the organisation.
Setting of budgets – Setting of budgets refers to the process of forecasting income and expenses. In relation to the organisation engaged in the health and social care sector setting of budgets is an important system for managing financial resources. The budgets would ensure an outline of revenues and expenditure and any deviation from the predefined forecast would help in understanding the deficiencies in the system (Almgren, 2007).
Administration of Budgets – Administration of budget means monitoring the budget and implementation of the same. The administration of budget would help in controlling and monitoring the expenses, revenues and other forecasts. This would help effectively in maintaining an efficiency system for managing financial resources.
Cost centres –Cost centres are those department or functions within the organisation to which the cost are charged. The cost centres help in identifying the allocation of cost and the expenses incurred by the respective department in terms of the entire expenditure incurred by the organisation.
Accountabilities –Accountability is regarded as the responsibility shared by the stakeholders of the organisation while delivering adequate services to the service users. The accountability ensures that the person responsible for delivery of the services and other operational and management activities carry out properly (Almgren, 2007).
Audit – Audit is regarded as the scrutiny and examination of the records and documents to ensure that the operations and the management of the organisation are conducted as per the requirement and the mandates. The audit helps in effective management of financial resources, reduces wastage and prohibits unethical practices.
The advantage of the aforesaid financial resources are the fact that these resources help in maintaining a robust system of forecasting, monitoring, implementation and scrutiny to manage the financial resources of the organisation even better. These resources also help in better service delivery in terms of health and social care services by making available all necessary requirements timely so as to cater to effective service to the users. However, the disadvantage of these resources is the fact that these resources are not absolute in terms of effective financial resource management and there are various other factors which needs to be considered. The demerit also include the fact that financial resources needs constant monitoring in terms of implementation and miss use of such resources are also possible (Almgren, 2007).
Task 2
2.2 Analyse the factors that may influence the availability of financial resources in health and social care organisations
The factors which influence the availability of financial resources in the health and social care organisation include the following:-
Availability of resources – Availability of resources in terms of funding priorities is a pivotal factor which affects the organisation. The organisation makes available the resources to the organisation and allocates them accordingly. However, the priorities in terms of allocation and availability of resources affect the availability of funds for the entire organisation.
Private finance – Private finance is also an effective way of raising finance and one of the strong sources that affect the availability of resources in the organisation. The increase or decrease of private finance may increase or decrease the level of availability of financial resources for the organization (Shim and Siegel, 2000).
Government policies – The Government policies towards operations also impacts the availability of resources for the organisation. The policies of the government need to be complied and adverse mandates on raising finance or disclosure may reduce the origins of finance for the organisation.
Inter-agency partnerships – Inter agency partnership is referred to as the coordination among different agencies within the health and social care sector. The effective coordination among the relevant agencies allows better management of financial resources and ensures better availability for the organization (Shim and Siegel, 2000).
Type of service – The type of service includes the kind of service delivered by the organisation to the service users. In case the delivery of services greater blockage of funds or utilisation of working capital then the availability of financial resources would be low for such services (Thomas, 2001).
In relation to an organisation engaged in the health and social care sector, the aforesaid facts help in determining the availability of financial resources. The organisation needs to comprehend its priorities in terms of allocation of financial resources, align its sources of finance to support its financial needs, comply with the government policies, ensure coordination among inter agencies and deliver appropriate service as per the financial needs (Thomas, 2001).
2.3 Review different types of budget expenditure in health and social care organisation
Budget is the forecast of the economic inflow or outflow which helps in comprehending the future course of action in terms of income or expenses. In relation to the health and social care organisation the types of budget can be explained in the context of:-
Cost centre – It is the allocation of expenditure to be charged as per department. The budget is drawn up for each department in the organisation so as to understand the level of expenses and revenues attributable to each department and monitor the deviation in terms of actual performance and forecasted performance (Hammonds, 2006).
Project Management – The project management refers to the controlling and monitoring the entire operational project initiated by the organisation. The budget takes into consideration the expenditure in relation to the project and forecasts a possible trend of expensed for the entire project based on certain estimates. The organisation can compare the actual expenses with the budgeted expenditure to understand the deviations address the same effectively in relation to the project.
Outsourcing contract – The outsourcing contract is an agreement executed to allow the entire job or activity to performed some other department or person outside the organisation. The budget helps in understanding the expenses or benefits for outsourcing and therefore in case of any increase or decrease in the expenses can be addressed as a result of the budget with regard to the outsourcing contract by the organization (Wiseman, 2010).
2.4 Evaluate how decisions about expenditure are made within a health and social care organisation
Decision making is an important part of the organisation engaged in the health and social care sector. The merit of decision making is that decision making helps in addressing the challenges existing in any particular situation and assist in successfully overcoming it. The decision making also allows to take resolute steps towards achievement of the objectives of the organisation in terms of delivery of services effectively and fulfilling the needs of the service users, among other things. However, decision making may also lead to adverse consequences since decisions taking hastily and without considering all factors, may result in increasing problems for the organization (Stretch, 2007).
While considering decisions regarding to expenditure in the health and social virement method is useful. This method facilitates movement of financial resources among budgets allocated for different department of cost centres for optimum utilisation of resources. The factors in this regard are:-
Environmental analysis – The environment and the effects towards the sustainability are considered while deciding regarding expensed with regard to health and social care organisation. The movement of funds among budgets in terms of virement method are also done considering the environmental impact and it is ensure d that decisions of the organisation should not adversely affect the environment.
Accountabilities – the decisions of the organisation also takes in to account responsibly or accountabilities of the persons handling operations. The decision of the organisation in relation to expenditure which affects the accountability of the persons handling operations are considered comprehensively and it is ensured that accountability is allocated judiciously among the person the person concerned (Stretch, 2007).
Priorities – While deciding on expenses, priorities are important factor since the expenses are allocated importance and on this basis financial resources are allocated. The importance or relevance of expenses of the organisation facilities in allocation of financial resources and decision is taken to incur expenditure on the basis of such priorities.
3.1 Explain how financial shortfalls can be managed.
The meaning of financial shortfalls can be considered as the loss of the money while on the other hand; sometimes the financial shortfall involves the disparities in the budgeted figures and the capital investment issues. It can also be considered as the liabilities of an organization that reduces the amount of financial resources of an organization.
The financial shortfall however, can be best ascertained by the preparation of the financial statements (Spencer, 2010). The financial statements would enable an organisation to highlight the differences while on the other hand, also ascertain the reasons for the shortfall. The major reasons behind the financial shortfall are the unrealistic assumptions pertaining to the income generation. In addition to this, the financial shortfalls are also due to the lack of proper supply of the financial information and market information influencing the financial decisions (Kutz, 2003).
A health and social care organization can take certain steps to manage the issue concerning financial shortages. Those steps are provided below:
Priorities:
This process is considered as priority inversion. This process is generally followed by an organization for the purpose of evaluating different expenditures incurred by the organization and setting their priority on the basis of their importance. This process helps in formulation of a proper plan for the purpose of management of the process of shortfall.
Virement:
Virement is considered as a process of transfer of funds, as an administrative operation from one part of a budget to another part. Virement is important during budget monitoring. This process can help in reducing the financial shortfall by transferring of funds to a department that has anticipated a budgeted deficit in financial resources (Kutz, 2003).
Reserve funds:
Reserve funds are created by the managers of different organizations, by transferring a certain amount of fund to a separately constructed reserve from the total profit generated at the end of a financial year. Maintenance of reserve fund can help an organization in availing financial resources during liquidity crunch.
Alternative external income sources:
There can be alternative source of income developed by a health and social care organization, such as, provision of health insurance benefits. These sources of income generate additional revenue for an organization, which would help in minimizing the scarcity of financial resources during the hour of need (Kutz, 2003).
3.2 Explain the actions to be taken in the event of suspected fraud
In general terms, the meaning of fraud is considered as committing deception, omission, perversion of truth etc. The concept of fraud also includes the utilization of unfair advantage, causing injury of certain form. Fraud can be committed wilfully or it can be a simple mistake or omission.
Frauds can also be committed with the financial data present in the spreadsheets of a health and social care organization. In case of spread sheets fraud can be committed by simply changing the data or formatting and organizing the spread sheet to hide data. Cells within the spread sheets can be merged to hide data or a blank column can be inserted within the spread sheet to form a gap in between the results projected there. Proper internal spreadsheets controls must be in place to identify the frauds committed (Clikeman, 2013).
The factors that would encounter fraud for any organisation would involve the following:
The preparation of the budget and the reviewing of such budget with the actual figures
Herein, the company would review and compare the budget with the actual results while ascertaining the misappropriations and the reason behind the misappropriation (Spencer, 2010). In addition to this, the company would also be able to determine the reasons behind the fraud as well.
Preparation of the financial statement
The financial statements of the company would enable them in ascertaining the value of the fraud while on the other hand, indicating the area of the fraud (Wieland, 2011). In addition to this, this would also enable ascertaining the exact reason for such fraud and arranging for the ascertainment of the truth.
Auditing the operations of the company
One of the best means for ascertaining the fraud is the auditing of the operations of the company by charter professionals (Xenakis, 2015). This auditing by the chartered professionals would enable the company to determine the specific areas of the fraud. While on the other hand, provide legal assistance for dealing with the fraud.
The actions that are generally taken when a fraud is detected are provided below:
Conducting an enquiry upon the incident, Formulation of appropriate processes that would be capable of managing the fraud,conducting a process of detecting the persons responsible for the fraud, Understanding the operations that developed the incident and reporting the same to the management, Formulation of control systems to eliminate further frauds committed in future (Xenakis, 2015).
3.3 Evaluate budget monitoring arrangements in a health or social care organisation
Budget is the forecast of the amount to the expenditure that will be incurred in the future for a particular period. It reflects the future plans of the company and the estimation of the expenses that will be incurred to show the growth prospect of the company and the investment of the company into the various projects and the future development plans. The company prepares the income budget and the expenditure budget. The budget is the estimated amount that will be incurred but it is on the company to ensure that if there is any deviation from the estimated forecast. There can be various modules that can ensure that the budget and the actual expenditure are going in the same direction and are not in complementary with each other (Xenakis, 2015).
Budget monitoring is regarded as an activity, which is conducted by an organization to assess the performance of the financial operations relating to the organization. The guidelines regarding the process of monitoring of the budgeted is approved by the senior management of an organization. In the present health and social care organization, the monitoring of the budget is done through various ways.
Cost centres:
Cost centres are regarded as those departments of an organization, who do not contribute to the profit of the organization; however, they indirectly help in enhancing the profitability of the organization. The organization incurs cost for running the cost centres. The purpose of the cost centres is to provide the required support to the management of the company to properly utilize the resources of the company and indirectly backing the profitability. Examples of cost centres for the health and social care organization are the human resource department, the accounting department, and the research and development department. They help in maintaining accountability and tracking the expenditure in a proper way. This helps the management to conduct the process of monitoring of budgets (Donovan, 2006).
Accountability:
The managers and other departmental heads of the health and social care setting are held accountable for the performance if the actual performance is not in compliance with the budgeted results. The process of monitoring of budget involves a comparative study of the budgeted and the actual performance to find out the deficit or surplus. Holding the persons responsible for their performance of the basis of the results of the comparative study strengthens the process of monitoring to a greater extent.
Audit:
Conducting of Audit at regular intervals also helps the organization in conducting the process of monitoring of the budget prepared by the organization. Auditing helps in highlighting the areas of improvement and assessing the overall performance of the organization and comparing the same with the budgeted performance level to understand the performance gap (Donovan, 2006).
Task 4
4.1 Identify information required to make financial decisions relating to health and social care service
The operation relating to making appropriate decisions relating towards managing the financial operations, relating to a health and social organization is a matter of prime concern for its management. For the purpose of making financial decision essential information relating to financial performance and operations conducted in the past and the future financial requirement of the organization (Kimmel, Weygandt and Kieso, 2007). There are different financial documents that provide the necessary information to the management for the purpose of making valid financial decisions for the concern, the contribution made by such financial documents towards financial decision making is inevitable. Some of those essential financial documents have been discussed below:
Budget:
A budget is considered as a document, which is prepared for the purpose of predicting the future requirements relating to revenue and cost. This report helps the management in understanding the future financial needs of the organization and sets targeted level of performance for achieving such requirements. The cash budget is prepared for providing information regarding the future liquidity needs of a concern and at the end of the budgeted period, the management compares the actual performance with the budgeted performance in order to find out the areas of improvement. The information regarding the future financial requirements, as provided by the budget prepared helps the management in managing the financial resources.
Sources of income: The information relating to the various sources of income will help the management of a health and social care organization to understand the level of income that the organization will be able to earn from the various sources. This will help the management in understanding the capability of the sources of income to cover the financial requirements of the organization, on the basis of this information the management will take initiatives to develop those sources, where required to cover its financial needs (Kimmel, Weygandt and Kieso, 2007).
Cost control:
Cost control is regarded as a technique, which is applied by the management of a concern to control the overall cost incurred by the same for running its activities. This procedure also helps the management in managing the financial resources of the concern. The document relating to cost control provides the information regarding the capacity of the management to control the cost of the organization in order to protect the revenue (Kimmel, Weygandt and Kieso, 2007).
4.2 Analyse the relationships between ahealth and social care service delivered, costs and expenditure
It is important to conduct an assessment of service delivery, cost and expenditure applicable for health and social care sector. The expenditure and cost of availing of services will decide the prices of the services provided to the patients and their accessibility. It is hence, considered as an essential factor and should be evaluated carefully (Xenakis, 2015). The relationship between cost, expenditure and service delivery in the health and social care segment can be evaluated by taking into account certain factors. It is the prime motive of every health and care setting is to provide maximum quality of services to the patients for the purpose of satisfying them.
Cost benefit:
The quality of services depends upon the expenditure incurred for the purpose of providing such services to the service users. The cost benefit assessment is done in order to understand the cost and benefits applicable to particular type of service provided to the service users. For this purpose, the cost incurred for improving the quality of a particular service provided is considered and the same is compared with the benefits availed from such improvement. IF it is found that the cost of expenditure incurred for the improvement is higher than the benefit then the same will affect the proper delivery of services by the health and social care organization.
Pricing policy:
The pricing policy applied for setting service prices and affects the quality of service delivery. It can be considered that a higher expenditure incurred for the purpose of providing a service will lead to a higher price set for such service. This also affects the accessibility of the service by the service users. The cost of a particular service is also related to the pricing policy, as the same affects the pricing policy adopted by a health and social care organization for the delivery of a particular service, a higher expenditure incurred for a service will increase the price for the same (Xenakis, 2015).
Purchasing arrangements:
There different types of purchasing arrangements, such as cash payment, online bookings etc. The convenience of the purchasing arrangements for the service provided by a health and social care organization as set by the same would affect the smooth delivery of services provided by the organization (Nolan, Burgess and Shaw, 2011).
4.3 Evaluate how financial considerations impact upon an individual using the health and social care service
The way health care service is delivered by an organization affects the behaviour of the individuals, who are service users. Two of the major factors that are required to be considered in this regards are quality of service and accessibility to the service. The quality of health care service will affect the health and wellbeing of the service users. Better quality of services provided to the individuals will enhance their efficiency to eliminate disease and will ensure better health and wellbeing of the service user. On the other hand better accessibility will enable the service users to get better and timely medical support, when it is necessary. The increase in the quality of services provided by the health and social care settings in UK has enhanced the overall cost of providing quality healthcare services. The increase in the spending will make it difficult for the service users to avail the required health care services in time. The advantage of increase in spending can be considered that the quality of the services provided will also increase with the rise in cost. However, the same will reduce the accessibility of the patients to avail the services significantly (Nolan, Burgess and Shaw, 2011).
4.4 Suggest ways to improve the health and social care service through changes to financial systems and processes
There are a number of approaches, through which, health and social care services at a health and social care setting can be improved, in the context of financial systems and processes. The main issue with the organization is considered as misrepresentation of financial data and the same can arise due to improper maintenance of accounts, inappropriate data collection, inability to develop an appropriate control system etc. This issue can be prevented by adopting certain policies which have been recommended in the following paragraphs.
The health and social care organization must develop accurate accounting principles that will conform to the prevalent legislations and regulatory requirements that direct the procedure of dealing with financial data and processes. The approaches towards accounting adopted by the organization must be accurate enough to eliminate any form of misrepresentation of information. Appropriate financial control systems must also be established within the organization. The organization must also ensure that the alterations made by the same and the new policies adopted should not be the reason for dissatisfaction of the patients in regards to availability of services promptly and accurately (Cichon, 1999). The process relating to collection and storage of data must also be improved, there must a centralized and secured data base that will store all the information and disseminate the same to different departments, when necessary. The organization must also avail improved technology in the form of software that will be capable of collecting and storing information regarding patients and the same should also be able to provide the same, when required for the purpose of further investigation. The centralized system will also record the financial information relating to the organization and the same will help in making efficient financial decisions (Cichon, 1999).
Conclusion
The importance of management of financial resources has been clarified in the most appropriate manner in this paper and along with the same; the use of different systems to manage financial resources in a health and social care organization has also been covered. An understanding regarding budgeting and the essentiality of planning of budgets has also been highlighted in an appropriate way, the paper has discussed the various sources of income in regards to health and social care undertaking and various concepts of budgeting associated with health and social care organization. Monitoring of budgets prepared by an organization is an essential activity for the management and the same has also been highlighted in this paper along with its essentiality. In the final phase the paper has discussed regarding the influences created by management of financial resources upon the services provided by health and social care organization.
References
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MFRD in HSC sample assignment
UNIT 14: Managing Financial Resources in Health and Social Care
INTRODUCTION
The aim of this assignment is to explain the principle involved in the management of financial resources. Health and social care organisations are expected to minimize their financial resources. Managing of financial resources can be categorised into different levels. At the micro level, this assignment will explain how individuals/organisation will utilize the resources available effectively (to achieve the goals of the organisation) and efficiently (to avoid waste). This assignment will also provide the information needed to manage financial resources. When an individual/organisation wants to start any business at any level it may be, the basic raw material needed for such management is information. Managing financial resources requires a regulatory requirement which explains why the information about an organisation like Life Hope Care Home needs to keep records. Records in Life Hope Care Home must be maintained for decision-making, planning and control purposes over and above those required by legislation. In order for Life Hope Care Home to be established, the management ought to be guided by certain basic costing principles (Arora 2009).
1.1 EXPLAIN THE PRINCIPLE OF COSTING AND BUSINESS CONTROL SYESTEMS
Cost is the monetary value of a product or a service whilst costing is the process of calculating how much a product or service is cost or the actual calculation itself. As a manager in Life Hope Care Home, it is essential to understand the principle of costing in order to be sure of the cost and amount of resource needed to deliver an effective service. Costing also helps managers to know how much resources are available at their disposal to be able to prioritise the resources according to organisational scale of preference. The processes of ascertaining consist of the rules or a principle that governs the procedure ascertaining the cost or output (Cichon, 1999).
The Principles of Costing:There are five fundamental principles of costing. Firstly cost is always related to its cause as the cost figures are usually collected and analysed according to the nature of the activities and are located on a basis of cause relationships. Secondly, in costing, abnormal cost is charged to cover incidents that are not related to the actual cost of a product or a service. In addition, cost is charged after it has been incurred. Thus, until the cost has been incurred, it is seen as no cost and it cannot be charged to a cost centre. Again, past cost are not taken into consideration to future cost since the future cost will needlessly be over-burdened with the past. Exception to this rule is advertisement, where expenses are treated as a deferred revenue expense. . Lastly, keeping accounts of cost is also based on double is based on double entry principle. This means that cost control accounts are kept on the double- principle entry principle through (Audit Commission, 2004).
A Business Control System is a system designed and established to check, record, regulate, supervise, authenticate, and (if necessary) restrict, the access to an asset, resource, or system. They are designed to provide “corrective action to align actual performance with the established standards and help organisation achieve their objectives”. Control system maybe can be corrective or preventive. Corrective control systems are mechanism that are used to correct the errors that are used to that have occurred already whilst preventive measures are to reduce the probability of errors or risk. Some of the costing and business control systems are; (Nolan, Burgess and Shaw, 2011).
Break-even analysis: This is used to determine how much sales volume a business needs to start making a profit. When starting up a business, there is no lost or no profit.
Cost benefit analysis; this is an attempt to quantify and include in estimate of cost and benefits to clients and also to the community. Cost benefit analysis decision making is about choices. If an individual wants to start up a business, they might rely on their intuition, a ‘’gut feel’’ for the right business or choice. For example, a student studying HND for 2years and working at the same time, and someone who works full time without studying at the same time, will earn a lot of money than the student studying and working at the same time. So the one studying and working is losing money in the short term, but when qualified in the long run will earn a lot of money (Nolan, Burgess and Shaw, 2011).
The choice of a business in decision making might be concerned with profit earning capacity and income flow and may also take cash flow analysis or a full financial appraisal of the project. When going into a business, there are some cost benefit analysis that should be made like is the project worthwhile financially? Is the business the best option and should it be undertaken at all?
Budget: A budget is a plan expressed in monetary terms, this covers income, expenditure and capital investment (buying fixed assets). This is the amount of money or resources that any organisation or health service has got aside to complete a set objective. Budget therefore helps to ensure the organisation’s objectives are achieved. This helps the business to utilize resources efficiently. It also prevents the business from going over their acquired resources wasting resources. For example, in reference to the case study, £500000 has been set aside to open Life Hope Care Home. Budget compels planning and decision making about the organisation. Budgetary planning and control system forces management to look ahead, to make decisions, to set out detailed plans for achieving the targets for each department, operation and ( ideally) each manager, to anticipate problems and give the organisation purpose and direction (Walton A &MCKibbin J. 2012).
Capital: capital is a major part of all kinds’ business activities, which are decided by the size, and nature of business concern. This comprises of both fixed and non-fixed assets that is use to establish a business. For example, the capital in establishing a Life Hope Care Home can be employees, money, and many more. This is very important in every business especially in Health and Social Care. It gives the business a solid foundation to be able to operate successfully. Capital may be raised with the help of various sources. If Life Hope Care Home maintains proper and adequate level of capital, it will earn high profit and can provide more dividends to its share holds (L. Fung).
Income: the income of a health and social care are the revenues that come into the business. For example, donations from other co-operate organisations, volunteers, credit supplies, and more. A business’ income helps the business to grow. Expenditure: Expenditure maybe defined as money spends or liability incurred for some benefit, service or receiving property. Some of the examples of expenditure are – payment of rent, salaries, purchase of goods, purchase of machinery, purchase, of furniture, etc. Expenditure may be classified into: (Nolan, Burgess and Shaw, 2011).
Capital Expenditure: Those expenditure which are incurred for acquiring fixed assets like building, machinery, furniture etc., are referred to as a capital expenditure, and are shown in the balance sheet as assets (Nolan, Burgess and Shaw, 2011).
Revenue Expenditure: Those expenditure which are incurred in the current year and benefit of which is also taken in the same in the same accounting year. These expenditures do not result in income of the firm. All revenue expenditure is termed expenses. In health and social care, expenses can be the cost of providing drugs to patients. Paying creditors for good and services used (Nolan, Burgess and Shaw, 2011).
Cost Centre: cost centre is a location and a function, an activity or an item of equipment. Each cost centre acts as a collecting place for certain cost before they are analysed further. In a production department, the department itself, a machine within the department or group of machines, a supervisor’s work group, a work bench and so on. Production ‘service’ or ‘back-up’ department such as the stores, maintenance production planning and control department one of the suitable cost centres. Shared cost (rent, rates, electricity or gas bills) may require cost centres of their own in order to be directly allocated shared cost items may be charged to separate individual cost centres or they may be group into a larger cost centre, for example, factory occupancy cost, for rent, rates, heating, lighting, building repairs, cleaning or maintenance of a particular factory. Charging cost to a cost centre simply involves two steps which are first identifying the cost centre for which an item of expenditure is a direct cost and allocating the cost to the cost centre, cost centres should always be managed by someone who can provide a basis for allocating responsibility for cost ( BPP Learning Media 2013).
In relation to an organization engaged in the health and social service sector, the aforesaid concepts are highly relevant and imperative for appropriate delivery of services and maintain sustainability of operations. The organisation needs to understand the aspects of costs, income and analyze the leverage of cost and expenses in any current or future venture so as to judge its sustainability. The organisation also needs to draw up budgets and forecast the needs of capital, ways of incurring expenditure and generating income. Finally, the organisation in the health and social care sector needs to implement effective cost control to optimally utilise resources and enhance efficiency while delivering adequate services to the satisfaction of the service users (Nolan, Burgess and Shaw, 2011).
1.2 IDENTIFY INFORMATION NEEDED TO MANAGE FINANCIAL RESOURCES
Financial resources such as revenues, assets, cash flow etc. are highly significant in delivering the services of an organisation engaged in the health and social sector. In this relation it is important that the financial resources are managed appropriate for maintaining sustainability and efficiency in operations (Broadbent and Cullen, 1993). The management of financial resources with regard to an organisation engaged in the health and social care sector is highly dependent in efficient utilisation and coordination of the information on business costs (Nolan, Burgess and Shaw, 2011).
The information on business cost in relation to the health and social care includes the following:-
People – People includes information on service users, employees, suppliers, etc. each of the person has considerable cost involved and management of financial resources requirements suitable coordination of the information on these people. The information on service users include the cost and kind of services required to provided, the information on employees include the salaries and wages which needs to be given and the information on the suppliers include the discounts which can be availed, cost charged while procuring equipment’s, etc. These information needs to be coordinated and utilised effectively for efficient utilisation of financial resources in the health and social care sector (Nolan, Burgess and Shaw, 2011).
Equipment – Equipment includes all instruments which are required to deliver services by the organisation engaged in the health and social care sector. The equipment are highly imperative since they facilitate in delivery of appropriate services and most importantly such equipment are highly expensive and forms part of the capital expenditure. Hence, the information regarding equipment helps in management of financial resources in terms of ascertaining capital expenditure and forecasting the kind of services that can be delivered to maximise revenue (Broadbent and Cullen, 1993).
Finance – Finance is an essential resource which is the blood stream of the organisation engaged in the health and social sector. Finance is required in every activity carried on or to be undertaken by the organisation. Hence information regarding finances in terms of inflow and outflow would help in efficient management of resources and service delivery without any hindrances (Nolan, Burgess and Shaw, 2011).
Buildings – Buildings are important assets which facilitate as the centre of delivery of health and social care services. The information regarding the condition of the building, cost of the building, maintenance of the building help in effective management of financial resources and efficiently handle all expenses relating to the building which is essential for the delivery of services (Broadbent and Cullen, 1993).
Consumable items – Consumable items are required for maintaining day to day activities and delivering health and social care services. The information on consumable items would help in effective management of financial resources and maintain stock of such items so that the service delivery is not challenged under any circumstances.
Administration – Administration is the part of the management wherein the daily affairs and requirement of the operations are addressed. The information on administration helps in effective management of financial resources by timely addressing all operational requirements of the organisation (Nolan, Burgess and Shaw, 2011).
Income Streams – the Income streams are referred to the cash flows generated from various operational avenues which lead to the income of the organisation. The information about the income streams help in understanding the total revenues which would be accumulated and in turn effectively manage the financial resources of the organisation engaged in the health and social care (Paramasivan and Subramanian, 2009).
1.3 EXPLAIN THE REGULATORY REQUIREMENTS FOR MANAGING FINANCIAL RESOURCES
The management of financial resources needs to be undertaken under the compliance of different mandates stipulated in various frameworks, guidelines and legislations in relation to the health and social care sector. The basic financial need is the improvisation of an efficient risk management system which acts as an important tool to comprehend the existing risk, anticipate the future risks and prepare action plan to mitigate the same (Thomas, 2001).
The regulatory requirements which affect the business cost or management of financial resources are as follows:-
Changes in policy: The Changes in policy influences the business cost or the management of financial resources. The change in the policy by the Government or the regulatory agency may tantamount to new measures of compliance and incurring of additional expenditure while delivering health and social care services Hence changes in the policy may result in additional efforts towards compliance which may result in increasing the outgo of financial resources (Thomas, 2001).
Competitive factors – The competitive factor include the aspects of services which are provided by other service providers or organisations in the health and social care sector. The competitive factors are equally important since the cost of compliance, mitigation of risk, adherence to laws and code of conducts may result in incurring additional expenditure which in turn may reduce competitive strength in the health and social sector (Thomas, 2001).
Legal requirements – The legal requirements are the mandates stipulated under various legal provisions for delivery of suitable services by the organisation engaged in the health and social care sector. The legal requirement are required to be adhered to while delivering the services and in this relation, compliance with legal requirement needs measures to be initiated in terms of reporting and other activities which attributes cot and utilisation of financial resources (Thomas, 2001).
Financial legislation and codes of practices – The financial legislation and codes of practices are referred to as laws which provide directive towards accounting and efficient management of financial resources while maintaining ethics in operations. The compliance to such legislation helps in management financial resources (Thomas, 2001).
Audit – Audit is regarded as the scrutiny and examination of the records and documents to ensure that the operations and the management of the organisation are conducted as per the requirement and the mandates. The audit helps in effective management of financial resources, reduces wastage and prohibits unethical practices (Thomas, 2001).
Accountability – Accountability is regarded as the responsibility shared by the stakeholders of the organisation while delivering adequate services to the service users. The accountability ensures that the person responsible for delivery of the services and other operational and management activities carry out properly (Thomas, 2001).
1.4 Evaluate Systems for Managing Financial Resources ina Health or Care Organisation
Financial management system has been implemented by the organisation engaged in the Health care sector for efficient management of financial resources. The financial management system includes the processes and the instruments to efficiently administer the financial resource allocation, optimum utilisation of financial resources, etc. The financial management system facilitates the health and social care service providers to monitor the aggregate costs undertaken by the organisation.
The system for managing financial resources in relation to the health care organisation includes:-
Sources of Income – The sources of income include the avenues of realisation of revenues such as grants from governmental agencies, non-governmental agencies, subsidies, revenues from service users, etc. The sources of income help in realising the revenues and allocating them efficiently among various costs and services. Thus, sources of income help in effective system for management of financial resources. Setting of budgets – Setting of budgets refers to the process of forecasting income and expenses. In relation to the organisation engaged in the health and social care sector setting of budgets is an important system for managing financial resources. The budgets would ensure an outline of revenues and expenditure and any deviation from the predefined forecast would help in understanding the deficiencies in the system (Almgren, 2007).
Administration of Budgets – Administration of budget means monitoring the budget and implementation of the same. The administration of budget would help in controlling and monitoring the expenses, revenues and other forecasts. This would help effectively in maintaining an efficiency system for managing financial resources.
Cost centres –Cost centres are those department or functions within the organisation to which the cost are charged. The cost centres help in identifying the allocation of cost and the expenses incurred by the respective department in terms of the entire expenditure incurred by the organisation.
Setting of budgets – Setting of budgets refers to the process of forecasting income and expenses. In relation to the organisation engaged in the health and social care sector setting of budgets is an important system for managing financial resources. The budgets would ensure an outline of revenues and expenditure and any deviation from the predefined forecast would help in understanding the deficiencies in the system (Almgren, 2007).
Administration of Budgets – Administration of budget means monitoring the budget and implementation of the same. The administration of budget would help in controlling and monitoring the expenses, revenues and other forecasts. This would help effectively in maintaining an efficiency system for managing financial resources.
Cost centres –Cost centres are those department or functions within the organisation to which the cost are charged. The cost centres help in identifying the allocation of cost and the expenses incurred by the respective department in terms of the entire expenditure incurred by the organisation.
Accountabilities –Accountability is regarded as the responsibility shared by the stakeholders of the organisation while delivering adequate services to the service users. The accountability ensures that the person responsible for delivery of the services and other operational and management activities carry out properly (Almgren, 2007).
Audit – Audit is regarded as the scrutiny and examination of the records and documents to ensure that the operations and the management of the organisation are conducted as per the requirement and the mandates. The audit helps in effective management of financial resources, reduces wastage and prohibits unethical practices.
The advantage of the aforesaid financial resources are the fact that these resources help in maintaining a robust system of forecasting, monitoring, implementation and scrutiny to manage the financial resources of the organisation even better. These resources also help in better service delivery in terms of health and social care services by making available all necessary requirements timely so as to cater to effective service to the users. However, the disadvantage of these resources is the fact that these resources are not absolute in terms of effective financial resource management and there are various other factors which needs to be considered. The demerit also include the fact that financial resources needs constant monitoring in terms of implementation and miss use of such resources are also possible (Almgren, 2007).
Task 2
2.2 Analyse the factors that may influence the availability of financial resources in health and social care organisations
The factors which influence the availability of financial resources in the health and social care organisation include the following:-
Availability of resources – Availability of resources in terms of funding priorities is a pivotal factor which affects the organisation. The organisation makes available the resources to the organisation and allocates them accordingly. However, the priorities in terms of allocation and availability of resources affect the availability of funds for the entire organisation.
Private finance – Private finance is also an effective way of raising finance and one of the strong sources that affect the availability of resources in the organisation. The increase or decrease of private finance may increase or decrease the level of availability of financial resources for the organization (Shim and Siegel, 2000).
Government policies – The Government policies towards operations also impacts the availability of resources for the organisation. The policies of the government need to be complied and adverse mandates on raising finance or disclosure may reduce the origins of finance for the organisation.
Inter-agency partnerships – Inter agency partnership is referred to as the coordination among different agencies within the health and social care sector. The effective coordination among the relevant agencies allows better management of financial resources and ensures better availability for the organization (Shim and Siegel, 2000).
Type of service – The type of service includes the kind of service delivered by the organisation to the service users. In case the delivery of services greater blockage of funds or utilisation of working capital then the availability of financial resources would be low for such services (Thomas, 2001).
In relation to an organisation engaged in the health and social care sector, the aforesaid facts help in determining the availability of financial resources. The organisation needs to comprehend its priorities in terms of allocation of financial resources, align its sources of finance to support its financial needs, comply with the government policies, ensure coordination among inter agencies and deliver appropriate service as per the financial needs (Thomas, 2001).
2.3 Review different types of budget expenditure in health and social care organisation
Budget is the forecast of the economic inflow or outflow which helps in comprehending the future course of action in terms of income or expenses. In relation to the health and social care organisation the types of budget can be explained in the context of:-
Cost centre – It is the allocation of expenditure to be charged as per department. The budget is drawn up for each department in the organisation so as to understand the level of expenses and revenues attributable to each department and monitor the deviation in terms of actual performance and forecasted performance (Hammonds, 2006).
Project Management – The project management refers to the controlling and monitoring the entire operational project initiated by the organisation. The budget takes into consideration the expenditure in relation to the project and forecasts a possible trend of expensed for the entire project based on certain estimates. The organisation can compare the actual expenses with the budgeted expenditure to understand the deviations address the same effectively in relation to the project.
Outsourcing contract – The outsourcing contract is an agreement executed to allow the entire job or activity to performed some other department or person outside the organisation. The budget helps in understanding the expenses or benefits for outsourcing and therefore in case of any increase or decrease in the expenses can be addressed as a result of the budget with regard to the outsourcing contract by the organization (Wiseman, 2010).
2.4 Evaluate how decisions about expenditure are made within a health and social care organisation
Decision making is an important part of the organisation engaged in the health and social care sector. The merit of decision making is that decision making helps in addressing the challenges existing in any particular situation and assist in successfully overcoming it. The decision making also allows to take resolute steps towards achievement of the objectives of the organisation in terms of delivery of services effectively and fulfilling the needs of the service users, among other things. However, decision making may also lead to adverse consequences since decisions taking hastily and without considering all factors, may result in increasing problems for the organization (Stretch, 2007).
While considering decisions regarding to expenditure in the health and social virement method is useful. This method facilitates movement of financial resources among budgets allocated for different department of cost centres for optimum utilisation of resources. The factors in this regard are:-
Environmental analysis – The environment and the effects towards the sustainability are considered while deciding regarding expensed with regard to health and social care organisation. The movement of funds among budgets in terms of virement method are also done considering the environmental impact and it is ensure d that decisions of the organisation should not adversely affect the environment.
Accountabilities – the decisions of the organisation also takes in to account responsibly or accountabilities of the persons handling operations. The decision of the organisation in relation to expenditure which affects the accountability of the persons handling operations are considered comprehensively and it is ensured that accountability is allocated judiciously among the person the person concerned (Stretch, 2007).
Priorities – While deciding on expenses, priorities are important factor since the expenses are allocated importance and on this basis financial resources are allocated. The importance or relevance of expenses of the organisation facilities in allocation of financial resources and decision is taken to incur expenditure on the basis of such priorities.
3.1 Explain how financial shortfalls can be managed.
The meaning of financial shortfalls can be considered as the loss of the money while on the other hand; sometimes the financial shortfall involves the disparities in the budgeted figures and the capital investment issues. It can also be considered as the liabilities of an organization that reduces the amount of financial resources of an organization.
The financial shortfall however, can be best ascertained by the preparation of the financial statements (Spencer, 2010). The financial statements would enable an organisation to highlight the differences while on the other hand, also ascertain the reasons for the shortfall. The major reasons behind the financial shortfall are the unrealistic assumptions pertaining to the income generation. In addition to this, the financial shortfalls are also due to the lack of proper supply of the financial information and market information influencing the financial decisions (Kutz, 2003).
A health and social care organization can take certain steps to manage the issue concerning financial shortages. Those steps are provided below:
Priorities:
This process is considered as priority inversion. This process is generally followed by an organization for the purpose of evaluating different expenditures incurred by the organization and setting their priority on the basis of their importance. This process helps in formulation of a proper plan for the purpose of management of the process of shortfall.
Virement:
Virement is considered as a process of transfer of funds, as an administrative operation from one part of a budget to another part. Virement is important during budget monitoring. This process can help in reducing the financial shortfall by transferring of funds to a department that has anticipated a budgeted deficit in financial resources (Kutz, 2003).
Reserve funds:
Reserve funds are created by the managers of different organizations, by transferring a certain amount of fund to a separately constructed reserve from the total profit generated at the end of a financial year. Maintenance of reserve fund can help an organization in availing financial resources during liquidity crunch.
Alternative external income sources:
There can be alternative source of income developed by a health and social care organization, such as, provision of health insurance benefits. These sources of income generate additional revenue for an organization, which would help in minimizing the scarcity of financial resources during the hour of need (Kutz, 2003).
3.2 Explain the actions to be taken in the event of suspected fraud
In general terms, the meaning of fraud is considered as committing deception, omission, perversion of truth etc. The concept of fraud also includes the utilization of unfair advantage, causing injury of certain form. Fraud can be committed wilfully or it can be a simple mistake or omission.
Frauds can also be committed with the financial data present in the spreadsheets of a health and social care organization. In case of spread sheets fraud can be committed by simply changing the data or formatting and organizing the spread sheet to hide data. Cells within the spread sheets can be merged to hide data or a blank column can be inserted within the spread sheet to form a gap in between the results projected there. Proper internal spreadsheets controls must be in place to identify the frauds committed (Clikeman, 2013).
The factors that would encounter fraud for any organisation would involve the following:
The preparation of the budget and the reviewing of such budget with the actual figures
Herein, the company would review and compare the budget with the actual results while ascertaining the misappropriations and the reason behind the misappropriation (Spencer, 2010). In addition to this, the company would also be able to determine the reasons behind the fraud as well.
Preparation of the financial statement
The financial statements of the company would enable them in ascertaining the value of the fraud while on the other hand, indicating the area of the fraud (Wieland, 2011). In addition to this, this would also enable ascertaining the exact reason for such fraud and arranging for the ascertainment of the truth.
Auditing the operations of the company
One of the best means for ascertaining the fraud is the auditing of the operations of the company by charter professionals (Xenakis, 2015). This auditing by the chartered professionals would enable the company to determine the specific areas of the fraud. While on the other hand, provide legal assistance for dealing with the fraud.
The actions that are generally taken when a fraud is detected are provided below:
Conducting an enquiry upon the incident, Formulation of appropriate processes that would be capable of managing the fraud,conducting a process of detecting the persons responsible for the fraud, Understanding the operations that developed the incident and reporting the same to the management, Formulation of control systems to eliminate further frauds committed in future (Xenakis, 2015).
3.3 Evaluate budget monitoring arrangements in a health or social care organisation
Budget is the forecast of the amount to the expenditure that will be incurred in the future for a particular period. It reflects the future plans of the company and the estimation of the expenses that will be incurred to show the growth prospect of the company and the investment of the company into the various projects and the future development plans. The company prepares the income budget and the expenditure budget. The budget is the estimated amount that will be incurred but it is on the company to ensure that if there is any deviation from the estimated forecast. There can be various modules that can ensure that the budget and the actual expenditure are going in the same direction and are not in complementary with each other (Xenakis, 2015).
Budget monitoring is regarded as an activity, which is conducted by an organization to assess the performance of the financial operations relating to the organization. The guidelines regarding the process of monitoring of the budgeted is approved by the senior management of an organization. In the present health and social care organization, the monitoring of the budget is done through various ways.
Cost centres:
Cost centres are regarded as those departments of an organization, who do not contribute to the profit of the organization; however, they indirectly help in enhancing the profitability of the organization. The organization incurs cost for running the cost centres. The purpose of the cost centres is to provide the required support to the management of the company to properly utilize the resources of the company and indirectly backing the profitability. Examples of cost centres for the health and social care organization are the human resource department, the accounting department, and the research and development department. They help in maintaining accountability and tracking the expenditure in a proper way. This helps the management to conduct the process of monitoring of budgets (Donovan, 2006).
Accountability:
The managers and other departmental heads of the health and social care setting are held accountable for the performance if the actual performance is not in compliance with the budgeted results. The process of monitoring of budget involves a comparative study of the budgeted and the actual performance to find out the deficit or surplus. Holding the persons responsible for their performance of the basis of the results of the comparative study strengthens the process of monitoring to a greater extent.
Audit:
Conducting of Audit at regular intervals also helps the organization in conducting the process of monitoring of the budget prepared by the organization. Auditing helps in highlighting the areas of improvement and assessing the overall performance of the organization and comparing the same with the budgeted performance level to understand the performance gap (Donovan, 2006).
Task 4
4.1 Identify information required to make financial decisions relating to health and social care service
The operation relating to making appropriate decisions relating towards managing the financial operations, relating to a health and social organization is a matter of prime concern for its management. For the purpose of making financial decision essential information relating to financial performance and operations conducted in the past and the future financial requirement of the organization (Kimmel, Weygandt and Kieso, 2007). There are different financial documents that provide the necessary information to the management for the purpose of making valid financial decisions for the concern, the contribution made by such financial documents towards financial decision making is inevitable. Some of those essential financial documents have been discussed below:
Budget:
A budget is considered as a document, which is prepared for the purpose of predicting the future requirements relating to revenue and cost. This report helps the management in understanding the future financial needs of the organization and sets targeted level of performance for achieving such requirements. The cash budget is prepared for providing information regarding the future liquidity needs of a concern and at the end of the budgeted period, the management compares the actual performance with the budgeted performance in order to find out the areas of improvement. The information regarding the future financial requirements, as provided by the budget prepared helps the management in managing the financial resources.
Sources of income: The information relating to the various sources of income will help the management of a health and social care organization to understand the level of income that the organization will be able to earn from the various sources. This will help the management in understanding the capability of the sources of income to cover the financial requirements of the organization, on the basis of this information the management will take initiatives to develop those sources, where required to cover its financial needs (Kimmel, Weygandt and Kieso, 2007).
Cost control:
Cost control is regarded as a technique, which is applied by the management of a concern to control the overall cost incurred by the same for running its activities. This procedure also helps the management in managing the financial resources of the concern. The document relating to cost control provides the information regarding the capacity of the management to control the cost of the organization in order to protect the revenue (Kimmel, Weygandt and Kieso, 2007).
4.2 Analyse the relationships between ahealth and social care service delivered, costs and expenditure
It is important to conduct an assessment of service delivery, cost and expenditure applicable for health and social care sector. The expenditure and cost of availing of services will decide the prices of the services provided to the patients and their accessibility. It is hence, considered as an essential factor and should be evaluated carefully (Xenakis, 2015). The relationship between cost, expenditure and service delivery in the health and social care segment can be evaluated by taking into account certain factors. It is the prime motive of every health and care setting is to provide maximum quality of services to the patients for the purpose of satisfying them.
Cost benefit:
The quality of services depends upon the expenditure incurred for the purpose of providing such services to the service users. The cost benefit assessment is done in order to understand the cost and benefits applicable to particular type of service provided to the service users. For this purpose, the cost incurred for improving the quality of a particular service provided is considered and the same is compared with the benefits availed from such improvement. IF it is found that the cost of expenditure incurred for the improvement is higher than the benefit then the same will affect the proper delivery of services by the health and social care organization.
Pricing policy:
The pricing policy applied for setting service prices and affects the quality of service delivery. It can be considered that a higher expenditure incurred for the purpose of providing a service will lead to a higher price set for such service. This also affects the accessibility of the service by the service users. The cost of a particular service is also related to the pricing policy, as the same affects the pricing policy adopted by a health and social care organization for the delivery of a particular service, a higher expenditure incurred for a service will increase the price for the same (Xenakis, 2015).
Purchasing arrangements:
There different types of purchasing arrangements, such as cash payment, online bookings etc. The convenience of the purchasing arrangements for the service provided by a health and social care organization as set by the same would affect the smooth delivery of services provided by the organization (Nolan, Burgess and Shaw, 2011).
4.3 Evaluate how financial considerations impact upon an individual using the health and social care service
The way health care service is delivered by an organization affects the behaviour of the individuals, who are service users. Two of the major factors that are required to be considered in this regards are quality of service and accessibility to the service. The quality of health care service will affect the health and wellbeing of the service users. Better quality of services provided to the individuals will enhance their efficiency to eliminate disease and will ensure better health and wellbeing of the service user. On the other hand better accessibility will enable the service users to get better and timely medical support, when it is necessary. The increase in the quality of services provided by the health and social care settings in UK has enhanced the overall cost of providing quality healthcare services. The increase in the spending will make it difficult for the service users to avail the required health care services in time. The advantage of increase in spending can be considered that the quality of the services provided will also increase with the rise in cost. However, the same will reduce the accessibility of the patients to avail the services significantly (Nolan, Burgess and Shaw, 2011).
4.4 Suggest ways to improve the health and social care service through changes to financial systems and processes
There are a number of approaches, through which, health and social care services at a health and social care setting can be improved, in the context of financial systems and processes. The main issue with the organization is considered as misrepresentation of financial data and the same can arise due to improper maintenance of accounts, inappropriate data collection, inability to develop an appropriate control system etc. This issue can be prevented by adopting certain policies which have been recommended in the following paragraphs.
The health and social care organization must develop accurate accounting principles that will conform to the prevalent legislations and regulatory requirements that direct the procedure of dealing with financial data and processes. The approaches towards accounting adopted by the organization must be accurate enough to eliminate any form of misrepresentation of information. Appropriate financial control systems must also be established within the organization. The organization must also ensure that the alterations made by the same and the new policies adopted should not be the reason for dissatisfaction of the patients in regards to availability of services promptly and accurately (Cichon, 1999). The process relating to collection and storage of data must also be improved, there must a centralized and secured data base that will store all the information and disseminate the same to different departments, when necessary. The organization must also avail improved technology in the form of software that will be capable of collecting and storing information regarding patients and the same should also be able to provide the same, when required for the purpose of further investigation. The centralized system will also record the financial information relating to the organization and the same will help in making efficient financial decisions (Cichon, 1999).
Conclusion
The importance of management of financial resources has been clarified in the most appropriate manner in this paper and along with the same; the use of different systems to manage financial resources in a health and social care organization has also been covered. An understanding regarding budgeting and the essentiality of planning of budgets has also been highlighted in an appropriate way, the paper has discussed the various sources of income in regards to health and social care undertaking and various concepts of budgeting associated with health and social care organization. Monitoring of budgets prepared by an organization is an essential activity for the management and the same has also been highlighted in this paper along with its essentiality. In the final phase the paper has discussed regarding the influences created by management of financial resources upon the services provided by health and social care organization.
References
Almgren, G. (2007). Health care politics, policy, and services 1st Ed. New York: Springer Pub. [Accessed 15/11/16]
Arora, M. N. (2009) Cost accounting (2nd edition). Kentucky: Vikas Publishing House Pvt Ltd [Accessed 15/11/16]
The Audit commission (2004), Achieving first-class financial management in the NHS. Available at: http://archive.audit-commission.gov.uk. [Accessed 14/11/16]
BPP Learning Media (2013) Business Essentials, supporting Pearson BTEC Higher Nationals and Foundation degrees, Managing Finance. 3rd Edition, ISBN 978144536819. [Accessed 22/11/2016]
Broadbent M. and Cullen J. (1993) Managing financial resources. 1st ed. Oxford: Butterworth-Heinemann. [Accessed 16/11/16]
Cichon M. (1999). Modelling in health care finance 1st ed. Geneva: ILO [Accessed 18/11/16]
Clikeman, P. (2013). Called to account 1st Edition, New York: Routledge. [Accessed 20/11/16]
Donovan, S. (2006). Budgeting, 1st edition, Minneapolis: Lerner Publications Co.[Accessed 19/11/16]
Ethical choices in long-term care (2012), 1st edition. Geneva: World Health Organization. [Accessed 15/12/16]
Fung L. (2015), Undergraduate Study in Economics, Management, Finance and Social Sciences, University of London. Available at http: www.londoninternational.ac.uk [Accessed 02/12/16]
Hammonds, H. (2006). Budgeting. 1st ed. North Mankato, MN: Smart Apple. [Accessed 15/12/16]
Kimmel P.Weygand, J. and Kieso, D. (2007) Financial accounting 1st ed. Hoboken, NJ: John Wiley. [Accessed 15/11/16]
Kutz, G. (2003). Financial management, 1st ed. [Washington, D.C.]: U.S. General Accounting Office [Accessed 15/11/16]
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New organization to promote health services research. (2012). Health Care Management Review, 7(4), p.96 [Accessed 17/12/16]
Nolan Y,Burgess, C and Shaw, C. (2011). Health & social care 1st ed. Harlow: Heinemann. [Accessed 18/12/16]
Paramasivan, C. and SubramanianT. (2009) financial management 1st ed. New Delhi: New Age International (P) Ltd., Publishers. [Accessed 20/12/16]
Shim, J. and Siegel, J. (2000)financial management.1st ed. Hauppauge, N.Y.: Barron’s. [Accessed 15/11/16]
Spencer, E. (2010). Organization ethics in health care. 1st ed. New York: Oxford University Press. [Accessed 25/11/16]
Stretch B. (2007). Health & social care 1st ed. Oxford: Heinemann. [Accessed 15/11/16]
The Economics of social determinants of health and health inequalities (2013) 1st ed. [Accessed 11/12/16]
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Health promotion sample assignment
Health Promotion
HND Health and social care
Table of Contents
Introduction. 1
LO1 Understand the socioeconomic impact on health. 2
1.1 Explain the impact of socio-economic influences on Christina and Paul’s health and their unborn child? 2
1.2 Assess the significance of government sources such as reports/research on equalities in health in relation to the case scenario. 3
1.3 Discuss the reasons and any possible barriers to Christina and Paul accessing health care. 3
LO2 Understand models of health promotion. 4
2.1 Analyze the links between government strategies and models in health promotion in relation to the case study. Her you must use Beattie model of health promotion to support your answer in relation to the Christina and Paul. 4
2.2 Explain the role different professionals in health and social care have on meeting health promotion targets set by government in relation to the case study. 5
2.3 Discuss the role of routines in promoting healthy living. 6
LO3 Understand factors which influences health promotion. 7
3.1 Explain how health beliefs relate to the theories of health behavior. 7
3.2 Discuss the potential effects of potential conflicts with local industry on health promotion. 8
3.3 Explain with examples the importance of providing relevant health related information to the public 9
Conclusion. 10
References. 10
Introduction
Health promotion can be considered as the process for improving health or providing greater control over the health for people. The main aim for the health promotion would be to allow individual and group of people to attain the state for social, mental and physical well being. Health promotion process would identify & realize the needs, satisfy human needs and change with the dynamic environment around us. Health promotion process would consist of several aspects such as preventative health, organizational development, public policies, community based work, environmental health, health education and economic regulatory etc.
Figure 1: Showing the activities involved in health promotion
The focus of current paper would be towards health promotion with particular focus on the case study of Christina and Paul who are smoker and drinker. Further present paper would talk about the issue of smoking during pregnancy in terms of its epidemiology. Models and approaches would be suggested through the present paper in order to allow improvement in the lifestyle of Christina and Paul.
LO1 Understand the socioeconomic impact on health
1.1 Explain the impact of socio-economic influences on Christina and Paul’s health and their unborn child?
Health promotion can be considered as the process so that people can be enabled so as to improve their health status and conditions. Public health in this context can be understood as the process of prolonging life with the help of coordinated efforts from the society and promoting the health and well being for the public. Social determinants of health can be considered as the social, economic and political factors which can create barriers for promoting health for the individuals, population and communities etc.
The impact of the socioeconomic factors on Christina’s health can be considered as the combination of various aspects which may include the citizenship status, occupation, discrimination and environment etc. This provides the way in which Christina fits into the society by making use of the social and economic factors which are having immense impact on her life. Health and socioeconomic status of a person are closely related and in case of Christina these would impact the way in which healthcare facilities are being accessed by her due to limited education and financial resources(Davies and Macdowall, 2006).
Smoking habit of Christina can be categorized under the health and lifestyle issue in the present context. Smoking habit in Christina can have negative impact over her health by causing cancer of heart diseases along with the adverse health impact on the unborn child of Christina. Another impact of smoking habits for Christina would be in terms of the economic values as she is working for 16 hours in a supermarket and this would not enough for the bright future of Christina and her child as Cigarette would be a major expense for her. Hence a major part of her income would go towards paying for cigarette due to which further health related impacts would arise for Christina(Watson and Platt, 2000).
1.2 Assess the significance of government sources such as reports/research on equalities in health in relation to the case scenario
Government resources can be understood as the resources deployed by public in order to categorize between right or wrong. The importance of government resources such as report or research can be given by the below sources:
Black report DHHS 1980: The main purpose of the Black report is to identify the health inequalities issues faced. Such reports would be helpful in order to analyze the lifestyle and health records for the people who are facing health inequality issues. This report has revealed that the problem of inequality was linked with the factors such as poor income, lack of education and unsupportive environment and the issues faced were not related with the NHS(Bull and McFarlane, 2011).
The Acheson report 1998: This was one of the independent inquiries made in the field of health and social care for UK so as to reveal the status of health inequalities. This survey was done for the people at disadvantage and it was found out that the major cause of health inequality was poverty.
Health survey for England: These are the series of health related survey conducted from year 1991 and are being conducted in order to gain the information related with the health and health related behavior among the private household people living in UK.
Health and Lifestyle survey: This survey was conducted in year 1991 and 1992 so as to understand the concept of self reported health and belief about cause of health so that an accurate measurement can be done for the lifestyle of adults in different age brackets and circumstances across UK.
1.3 Discuss the reasons and any possible barriers to Christina and Paul accessing health care
Barriers can be considered as something which stops a person from getting something or somewhere. Healthcare can be considered as the highly organized provision for the community and individuals living in society. Christina left the education at the age of 15 years and started living in the council flat with her family members. Since Christina left the school so early hence it was not possible for her to get a good job due to which she ended up getting into a part time job in a supermarket wherein she was working for 16 hours daily. Being a smoker she would have negative impact on her life as she would end up paying most of her income for buying the cigarettes(Stavans, 2010). Access to healthcare services would be quite limited for Christina since healthcare services are quite expensive at the time of pregnancy. One of the major reasons for Christina for not accessing the healthcare services was not that she is earning lesser income but she left the study and was not able to get a good job as she become pregnant at an early stage. Showing dependency on parents was not so simple hence she becomes the independent. The approach for solving health inequalities for Christina would be individualistic approach. Individualistic approach is having a firm belief that inequalities in the life of Christina are due to the way she choose a particular style to live her life. People with lower socioeconomic background such as Christina would be smoking more and having lesser exercise. Unhealthy diets taken by such people would be other characteristics of such people. Health advertisement campaign run by the various healthcare stakeholders can educate Christina regarding the responsibility for own health and care of her unborn child(Haugen, 2008).
LO2 Understand models of health promotion
2.1 Analyze the links between government strategies and models in health promotion in relation to the case study. Her you must use Beattie model of health promotion to support your answer in relation to the Christina and Paul.
Looking into the case study of Christina and Paul it can be consider that several government strategies such as choosing health 2005, healthy lives healthy people 2010 and campaigns such as smoking health harm campaign and Change4life etc promote health status for the people living in UK. These government strategies are having linkage with the model for health promotion such as the Beattie model. Beattie model for health promotion is considered as a complex health promotion model which assumes that the health promotion is having strong influence from the social and cultural practices. This model for health promotion does not only allow individuals to understand the past health promotion strategies and role of individuals in those strategies but also help in order to frame the future strategies so as to ensure the success in health promotion(Valente, 2002).
There are four quadrants in the Beattie model for the health promotion and these represents the health persuasion techniques, personal counseling, community development and legislation action etc. The two factors basis on which the four quadrants are formed would include mode of intervention (authoritative or negotiated) and focus of intervention (collective or individual). This health model is linked to government strategy as government work in a top down approach through legislation action and health persuasion techniques. These approaches are highly useful for the individuals like Christina as various suggestions are laid out so as to help the individuals to promote their health through these legislations. But one of the key limitations for using these methods can be blaming approach wherein limited changes can be implemented. For people like Christina personal counseling and community development approach would be of immense importance as these approach would empower the users and enhance their skill set regarding the ill effects which Christina would be having on her health and unborn child due to smoking habit(Gottwald and Goodman-Brown, 2012).
2.2 Explain the role different professionals in health and social care have on meeting health promotion targets set by government in relation to the case study
In order to help people like Cristina and Paul Government has set up healthcare promotions across the Country and has fixed targets for the professionals engaged in the health and social care to achieve them so as to fulfill the Government’s commitment to help its people. Healthcare professional pay a pivotal role in fulfilling the promotional targets set by the Government to help people like Cristina and Paul. Healthcare professionals offer consultancy and assistance to retain and develop the mental and physical welfare of a person that’s transcends beyond usual indications and apprehensions. Healthcare professionals utilizes each contact with the person to retain and develop the physical and mental welfare by specifically focusing on the lifestyle threats such as alcohol, tobacco, physical activity and diet in accordance with the specialization of the Healthcare professional(Stretch, 2007).
The Government has engaged various models for putting in place the promotion targets so as to help the people like Cristina and Paul and each of the models has its own approach to counter the health issues faced by people like Cristina and Paul. Health and social care professionals has to undertake stringent challenges to fulfill the commitment of the Government. Health and Social care professional need to make the contact effective so as to develop the welfare of the people. In order to fulfill the promotional targets fixed by the Government, the health and social care professionals engage themselves into suitable training and education so as to comprehend the wider spectrum of functions they need to undertake for making each contact effective and also they are prepared with the ability and comprehension required to fulfill the targets.
Health and Social care professionals improved their communication abilities so that they can provide advisory to the individuals and society in order to comprehend the approach and behaviors underlying their health and the parameters like family and culture which affect the health. Health and Social care professionals also comprehend the various approaches the models of healthcare programs devised by the Government and the respective targets set for each of them. In the present scenario, people like Cristina who would require counseling and community development to effectively cure her, health and social care professionals are equipped with proper expertise to engage people like Cristina and provide suitable counseling and develop welfare among these people. Therefore, the roles played by the health and social care professionals in achieving the promotional targets fixed by the Government are immensely important(Burgess, Shaw and Kellas, 2011).
2.3 Discuss the role of routines in promoting healthy living
Promoting healthy living is regarding being healthy, living a healthy way of life, preventing diseases and lastly avert any current disease from becoming worse. The routines in promoting healthy living are immunization, distributing brochure on diet, smoking, obesity, alcohol, averting heart illness, cervical screening, etc. The routines of promoting health living help provide information regarding general health promotion, improved way of living, averting critical illness, avoid unhealthy practices like smoking, consumption of alcohol, and undertake healthy lifestyles like exercises etc.
The role of routines in promoting healthy living is to encourage people to adopt a better way of living so as to live a life free from illness, unhealthy practices and improve welfare of the person as well as the society. The routines in promoting healthy living also encourage immunization and vaccination programs which are aimed to prevent the illness from start. The routines also help in preventing deadly diseases like heart diseases and cancer by providing proper information and facilitating access to suitable healthcare professional so that even minor issues can be addressed and cured at its inception. Another important role of these routines is to arrest illness and prevent it from growing or becoming worse, through implementation of suitable lifestyle, diet and other necessary activities. In the context of society, the routines in promoting healthy living assist in prevention of alcohol, drugs and substance abuse by providing information regarding the ill effects of alcohol and drugs and showing innovative ways to counter the challenges faced by all section of people in the society due to alcohol and substance abuse. The routines also guide people to avert accidents and injuries by propaganda of information regarding various accidents and injuries and ways to recover from them. The routines in promoting healthy living also address issues concerning men’s and women’s personal health and providing information and access to counseling and advisories to recover from them(Wills, 2007).
Therefore, routines in promoting healthy living not only encourage individuals to adopt a better way of life and improve their standards of living by implementing healthier ways but also inform the society about the benefits of living health and abstain from substances like alcohol, drugs and other substances. By informing people, these routines act as a major turnaround for people to act against illness and resist a disease from growing(Wills, 2007).
LO3 Understand factors which influences health promotion
3.1 Explain how health beliefs relate to the theories of health behavior
There is a clear linkage between the health belief model and theories of health behavior. The model is seen as a basis of getting an idea relating to health behavior. The evolution of the model occurred back in the earlier part of 1950s. Since then, the model has proved to be of greater use and it has also been successful in promoting different health behaviors such as use of condoms, use of seat belts, use of health screening and health compliance. The health belief model is based on a single belief a person will take proper actions for his/her health if the following things occur:
– He is of the feeling that an adverse health condition may occur.
– He/she has an expectation that availing a recommended action will help him/her in preventing the occurrence of such adverse health condition, such as, the usage of seatbelts may prevent the occurrences of accidents(Kelleher and Hillier, 2002).
– He/she believes that a recommended health action can be availed by him/her successfully.
The Health Belief model is regarded as the structure that can be utilized in motivating people to avail positive health action being the prevention of negative consequences the main factor of motivation behind this. For instance the chances of heart attacks are higher for people with high blood pressure and this motivates them to exercise on a regular basis.
A health behavior is set by the health belief model one of the main components of this model is to motivate a person to prevent adverse health consequences. The example given above can be taken as a perfect instance of the model however if a person works out for a good look or a better feeling the same cannot be regarded as an example of the model as the person has not enhanced the level of his exercise out of the motivation to prevent and adverse health results(Kelleher and Hillier, 2002).
3.2 Discuss the potential effects of potential conflicts with local industry on health promotion
The ultimate task of the local industry of health promotion is to prevent the occurrence of adverse health consequences. There have been conflicts between the tobacco industry and the health promotion. The tobacco industry is continuously trying to violate the public health policies around the world. In Europe and UK the effect of the conflict between the tobacco industry and the health measures taken by the government has taken the shape of:
Lobbying made by the tobacco companies against the initiatives of the government to reduce smoking.
Lobby created by the tobacco companies against the regulations made by the government to lessen the rate of fire caused by cigarettes.
Lobby created by the tobacco companies in order to change the EU policy towards consulting with the industry with regards to the issues relating to tobacco.
The industry players have also taken other initiatives to accomplish their goals that can be regarded as formation of lobby against the health policies formed at national, and EU levels relating to tobacco control(Haymaker, Kelly-Hayes and Phipps, 1991). The tobacco industry players through creation of lobby have also compelled the policy makers to consult with them regarding framing of health policies relating to tobacco. They are using certain independent entities as front groups in order to promote the interests of the tobacco companies and they have also tried to misinterpret the results of scientific researches etc.
3.3 Explain with examples the importance of providing relevant health related information to the public
Health promotion is highly dependent upon health related information. Health information can be regarded as an integral part of health care. Proper health related information must possess certain characteristics such as reliability, unbiasness, transparency, authentic etc. The information relating to health should be clear and understandable to the people to whom it is addressed. At present there are numerous sources in Europe that have emerged to disseminate health information to the people. Again, the development of certain tools has also taken place in order to evaluate the quality of health information. There are certain benefits of providing health related information to the public which can be regarded as:
Reducing early deaths:
With the necessary health related information relating to diseases and their cure provided to the public by the government authorities the rate of early deaths has lessened over the years. For instance, information relating to the symptom and care of disease like Hepatitis, Malaria etc. have reduced the rates of early deaths(Corcoran, 2007).
Reducing sickness:
The general public becomes aware about the cause of occurrence relating to various diseases through the health related information provided to them efficiently. With such information the level of sickness has lessened to a considerable level. Such as, information relating to AIDS, safe sex and usage of condoms has lessened the occurrence of AIDS.
Reducing cost of care:
Prevention is better than cure the availability of health related information to the general public has helped the same from various aspects. This information has made the public aware about different diseases and their occurrence and this has reduced the occurrence of diseases. Again, the health related information has prevented the occurrence of various kinds of health related issues that has lowered the cost of getting cured. For example, the information relating to usage of seat belts has reduced the rate of accidents and the cost of care too.
Reducing communicable disease:
With the effective dissemination of health related information to the public the reduction of communicable diseases such as AIDS has become possible. The health related information has spread the message among the public relating to safe sex, use of condoms and the causes and effects of AIDS which has reduced the rates patients affected by AIDS.
Reducing health risks:
The health related information are of great help to the public and it has also helped in reducing the risks relating to health. Such as, the information relating to the chances of heart attacks for people with high blood pressure and the necessary exercises recommended for such people has reduced the chances of occurrences of heart attacks among the people(Corcoran, 2007).
Conclusion
The report has clearly portrayed a clear understanding relating to the socio economic influences upon health and at the same time a clear picture relating to the models of health promotion and their functions in preventing adverse health situations. The report has also projected a clear understanding relating to the factors that are responsible for influencing the health promotion and also the importance of health related information provided to the public.
References
Bull, S. and McFarlane, M. (2011). Technology-based health promotion. Los Angeles, [Calif.]: SAGE.
Burgess, C., Shaw, C. and Kellas, J. (2011). Health & social care. Harlow: Heinemann.
Corcoran, N. (2007). Communicating health. Los Angeles: SAGE.
Davies, M. and Macdowall, W. (2006). Health promotion theory. Maidenhead: Open University Press.
Gottwald, M. and Goodman-Brown, J. (2012). A Guide To Practical Health Promotion. Maidenhead: McGraw-Hill Education.
Haugen, D. (2008). Health care. Detroit: Greenhaven Press/Gale.
Haymaker, S., Kelly-Hayes, M. and Phipps, M. (1991). Health promotion. Philadelphia: W.B. Saunders.
Kelleher, D. and Hillier, S. (2002). Researching cultural differences in health. London: Routledge.
Stavans, I. (2010). Health care. Santa Barbara, Calif.: Greenwood.
Stretch, B. (2007). Health & social care. Oxford: Heinemann.
Valente, T. (2002). Evaluating health promotion programs. New York: Oxford University Press.
Watson, J. and Platt, S. (2000). Researching health promotion. London: Routledge.
Wills, J. (2007). Promoting health. Oxford: Blackwell Pub.
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Health and safety in HSC Sample assignment
Health and Safety in health and social care
HND Health and social care
Introduction
A strong relationship got build up in between the organization and its employees if an employer will take care of their health and safety. It is only possible when the workers are treating by them equally or as a human being. No discrimination is follow as rich or poor. The companies should provide best facilities of safety & health to its employees and at the time of employees’ recruitment, nothing should be hiding from them. All risk & terms are clearly states to them at that time especially in risk bearing factories.
Task1
AC1.1 In Health and Social care organizations: review systems, policies & procedures used in communicating & maintain the Health & safety at work in accordance to legislative requirements.
Legislation:
Health and Safety at work Act, 1974: It is the legal legislative, which pass by the government of United Kingdom. In this all those executive those are working for taking care of Health & safety of the others at their workplace, they work upon this aim with some of the strong bodies / authorities. They take care of those crowds of people who work as the diver, coalmines, working at top (height) and areas those are surround with radiations and harmful chemicals. Their purpose is to follow and consider that all the employers are following these legislatives in their workplace. (Ambulance, 2011).
Health & safety Offences Act, 2008: It is follows by the organizations that take care about their workers safety and these safety rules are taken care by the company’s trade unions under the safety committee regulations. Operational manager appointed by the company to take their training & states all the risks related with employment before recruiting them. Otherwise, it is punishable by the court.
Employment Medical advisory service act, 1972: This act will provide all the facilities of the medical examination of the workers by the organizations. Young people and women are getting this facility throughout the employment period. Doctor appointed by the factory or associated with some hospital that is on the panel of the factory & these medical facilities are given.
Policies
Health & safety (First aid) regulations 1981:It includes various tasks performs by the employer-
It is the duty of the employer to provide First aid equipment.
Analyse the whole situation around working area.
Authority of given exemptions.
Duty of ordered other employees to provide the first aid treatment to the victim (Collins, 2009).
2. Management of Health & social Regulation 1999: It consist four aspects-
– Main elements those manage about health & safety in Organization:
– Perform according to requirement.
– Provide valuable arrangements.
– Resources: it means employees who avail such benefits.
The above two are perform by the owners, managers, Line Mangers and the third is by the person who is the face of the organization in providing these benefits.
Mental health Care Act 2007: It implies on the population of the UK those are suffering from the Mania disease. This act passed by the government in 1983 and was revise in 2005 and last in 2007. Here all medical facilities and health care with social groups are given to these types of patients.
Task2
AC1.3 2.2 Analyse the health & safety priorities that are important to Mr. W’s health and wellbeing. In relation, analyse the impact of one aspect on health & safety policy on Mr. W and health & safety practice.
There are variant problems that may face by the social care that is risk on the management of the care home. An effective approach follows in the health and the social care base on the two methods Quantitative & Qualitative. These include the performance of the staff those offer medical or other services to the patients and evaluation of health hazards, if any. Especially in the case of the psychiatrist patient may commit suicide. There are certain policies in the favour of the health of the patients those mentioned in the legislatures of the country are strictly adhering by the care home. As the above health & safety policies are states for the concern of the people at their work place the same implies in the hospitals and the Home cares also. A proper medication & treatment is requiring for Mr. W. These types of patients handled with care & patience. Under the Mental act 1983 either they are admitted to the hospital or taken care by the relatives and nearby authorities. K is appointed to take care of Mr. W. she is professionally trained to handle such situation that arose in front of him. Patients generally forget everything and not in their senses. Under sec 117 in after care services K has sent at Mr. W’s home (Stranks, 2010). The authorities give the treatment to these patients at their home without charging any fees from them directly. If they sent patients to caring homes then they only pay fees to these homes on behalf of patients. Now here in this case study, under the policy of mental act 1983 the local authorities acts as a guardian and K is appointed by them as a guardian for Mr. W. If any of the relative of Mr. W comes and does objection in the treatment then they have to consider his opinion. It is the responsibility of K to take care & mange all matters according to the welfare of Mr. W. An approach of PCP (person centre approach) is an appropriate suitable for handling the patient of mental disable. It is started by the government in 2001 and provides medications in improving the patient capability in their learning.
AC1.2 Draw your organizational chart using this as a guide; assess the responsibilities in a specific health & social care workplace for management of health & safety in relation to organizational structures.
(Source: Own)
Care Home is the authority that takes care on the health & the safety of its whole region. It has many branches that take care about the health of the people of different areas. Some areas cover all the districts come under them and a proper management or team get appoints for each individual branch and take care of the security & the health. It follows the Person centred planning approach in the working. They handle the mental disabled person. Various people and organisations are involved in improving the learning and skill of the patients. There are two ways of taking care of the patients. Either make them admitted in the hospital or take care of them in their own home by their family members, social activist or psychiatrist professionals as in this case study. These authorities can bring the patients at their home centres. Here, the treatment is like home. They work with the hospitals where they can take the patients if they really need to admit. The treatment given to the patient at his/ her home called as a family practitioner where the nurse or the trained medical supervisor goes to the patient home and treats him there (Stretch, 2007). Like in the above case study” k” went to Mr. W’s home. She is the family practitioner and appointed there by the care home for taking care of Mr. W. She takes care of his health by giving him a proper medication prescribed by the doctor. She tries to handle all such situations that may occur by the psychiatrist patient with care and patience.
AC2.1 Produce a risk assessment based on your work and analyse how information from these is used in identifying service user’s needs & organizational decision-making.
Organization name: ABC Care Home
What are the hazards? Who might be harmed & how? What are you already doing? Do you need to do anything else to manage this risk? Action by whom? Action by when? Complete where+ how? Psychiatrist patient try to attempt the suicide & if it occurs then it will be the high-risk assessment for the management of the Health & safety care authority. Mr. W by doing suicide or self-harm. Handling Mr. W by the care practitioner “K” with patience and affection Yes, a counselling session must be arranged for the patient. First, before any counselling try to win patient’s trust so that he will listen to the “k”. Ask questions openly to the patient in the counselling so that he may share his problem. A family practitioner handles the situation by doing the same as she is a trained professional and sent by the care authority. On an immediate basis. More time will be risky for the patient. K can handle the situation with providing medication & counselling to Mr. W at his home or else taken to the hospital in the presence of the other experienced doctors.
Case Study 2
Case Study 2 will be discussing on the information and its correct usage for the risk assessment and even resolution of dilemmas is done in health and social care.
2.1 Analyse how information from risk assessments would assist care planning for individuals and organizational decision making about policies and procedures which would avoid incidents similar to the one given in the study.
Policies, practices and systems at health and social care settings are developed so that there is a regularity and maintenance of the instructions and rules at workplace (Sheeran & Silverman, 2003). As per the case scenario the South Birmingham Primary Care Trust has failed in fulfilling its duty and has exposed the patient to the grave situations. This has also resulted in the severe accident for the patient at this centre. There is a requirement of the risk assessment; monitoring, handling and controlling processes and instructions that should be given to the service or the care workers so that they ensure that there is always maintained a risk free conditions are the workplace. The information that is availed from the risk assessments help in the effective care planning for the individuals working for the organization:
Certain examples and cases from the risk assessment ensure that the same incidents are not repeated and suitable actions are taken in this regard.
This information gives an insight on the ways in which the various equipment and safety devices and tools have to be handled and operated.
Based on the various incidents, the care planning policies, procedures and the practices would be developed for the further employment and use.
The risks assessment and its implementation have to be carried out in all types of health and social care settings irrespective of their sizes. These risk assessment and safety practices and procedures then will help in taking effective organizational decisions that would be better for the future of the health care settings (Çakir et al, 1980).
2.2 Analyse the impact on the health and safety policy on lifting and handling in health and social care practice and on the care users in the organization given in the study.
There is strong impact on the health and safety policy on handling & lifting in the health and social care practice and care takers in the organization. The impact could be explained as per the case of South Birmingham is:
There would be development of effective policies, practices and systems at the workplace which will help in aligning the practices with the business model of the health care settings.
All the employees working in partnership for the organization will get trained on the use of the devices and tools like sling in the different cases.
There would be efficiency in the operations of the health and safety care settings.
The risks and problems that may be encountered at the workplace would be avoided and controlled in the health and social care settings.
There should be a development and growth of the hygienic and clean environment ate the health and social care settings for security & safety of the care takers and the service users.
Risk assessment should not be left like that rather should be developed as a module that may help the faculty or the senior medical professionals can train all the employees working for it.
2.3 Discuss the dilemmas care workers will encounter in carrying out health and safety policies and procedures.
When care workers fulfil their duties and responsibilities in everyday life then they are bound to encounter certain dilemmas and these are listed as under:
The usage of specific equipment and tools may be defined under certain cases but the patient is not responding to it so whether they should be place in those circumstances.
To apply the same rules and regulations under all the conditions or there can be exceptions which have to be handled differently.
Whether the patients could be given certain substitutes in case the original medication prescribed by the doctors and specialists are not available (Viscusi, 1983).
To apply certain authority and entrepreneurship in certain situations in case there is lack of equipped and specialists doctors available.
These above mentioned are certain lists of dilemmas that may arise among the staff working for the South Birmingham centre. Similarly there may be various other types of situations that may lead to confusion.
2.4 Analyse the effects of non-compliance with health and safety legislation in the health and social care workplace.
There are harmful effects in case there is no follow as per compliance in the health and safety legislation, these have been listed as under:
There would not be clarity on the duties, roles and responsibilities of the various staff working for the Social and health care settings. As happened for case too, there was non-clarity on what has to be exposed to the service user. Due to non-clarity, the staff may function reversely and their entire functionality would be affected.
The staff will keep on quarrelling and fighting with each other. This is due to the reason that they will postpone and delegate their tasks on others thereby making each other unhappy and dissatisfied thereby developing unhealthy work environment.
The organization will have low productivity and lack in terms of the efficiency that has to be obtained and achieved.
There could be audits and checks by the governmental authorities there by failing the organization in following the compliances and cancelling the licenses of the health and social care settings.
When the health and social care organizations will not be complying with the legislative requirements and acts there the entire purpose and function of the health and social are settings would be spoiled. In the nutshell it could be said that safety regulations and processes have their significance in the health and social care settings. Unless there is proper compliance of the policies, procedures and systems, there would always be risks, problems and dilemmas that would exist in the health care settings.
Case Study 3
Case Study 3 would be an understanding on the monitoring and review of health and safety in the health and social care workplace. Health and Safety has to be maintained at the workplace under the said rules, regulations, provisions and the acts that are being developed. It is also important that the policies, systems or the procedures that are developed are compared and benchmarked with the industry standards. This will help us in assessing and improving them to the highest level of performance.
3.1 Based on the information given in the document explain how health and safety practices are monitored and reviewed.
Health and safety practices have to be monitored and checked on regular intervals. This is due to the reason that the things designed may be applied and implemented in the initial or the earlier situations but may change with the change in the environment. As per the case, there was use or rubber wheels in the hoists and they disabled the smooth movement of hoists on the carpets that were spread in the newly built hospital. Hospital had been built with the best available and featured services being the new one but there were many difficulties that were experienced by the nurses (Gunningham & Johnstone, 1999). Based on the changing requirements and the needs of the situations, there should be alterations and modifications that should be done in the safety & health settings. In the scenario given, the hospital could take the actions for replacing the carpets that are not acting as a difficulty for the movement of hoists. Or the hospital authorities could replace the rubber wheels with that of some other material wheels. This would only be possible when the systems, policies and practices would be monitored, reviewed and evaluated on regular intervals resolving the issues. It is also sure that when the monitoring and control of the processes is done in time and as per the regular intervals then surely each and every member associated with the health and social care settings would be able to stay healthy, fit and fine.
3.2 Analyse the effectiveness of health and safety policies and practice in the workplace in promoting a positive health and safety culture.
The policies and the practices that are developed and implemented at the workplace should be made effective. This would surely help in the promotion of positive safety & health culture. This is due to the reason that when these are implemented then surely all kinds of risks, problems and issues arising are resolved at the earliest. Above all the staff working for this safety and health settings is trained and equipped with the skills and competencies. This would help the staff in following and implementing their duties and responsibilities well ahead in time. The specific and special needs service users will be provided with a lot of facilities and benefits as per their requirements. They will help in developing systematic and regulated health and safety work place and healthy work culture and environment which will promote health, safety and wellbeing of all the individuals at workplace. There should be clear and efficient guidelines and instructions to all in performing their duties well. There should be a continuous system that could easily monitor and control the processes and functions at the workplace for the health and safety of the staff and patients. Responsibilities, roles and profiles of each and every individual must be known to all so that they perform their duties and instructions well. The effectiveness of the policies and practices would help in the creation and growth of the healthy, safe and secure work environment for the staff working for the health and social care setting. This would also ensure the safe and secure living environment for the various service users.
3.3. Evaluate own contributions in placing the health and safety needs of individuals at centre practice.
The staffs working for the health and social care settings have to abide by the respective duties and responsibilities well. This could easily be explained with the help of Gibbs Reflective Cycle. The stages as descried in Gibbs Reflective Cycle are: Description of the event, feelings associated with it, evaluation of the situation, analysis on what could be done and finally concluding on what will be done and making the action plan on it on what has to be done for resolving it. This explains and gives the understanding of one’s own contributions that one should render for the working to become effective at the health and social care settings. There is an urgency that the reason for the occurrence of a situation in a specific way has to be studied and understood. This has to be made understood as why such things occur in a specific way. Then based on the understanding of the situation, the evaluation of the same has to be done. Evaluation will help in concluding of the situation. The contribution would be developing the health and social care place to be the best place that is understood, evaluated and resolved well and creating the best and healthy work environment at health and social care settings (Lippin et al, 2000). Health and Safety at workplace of health and social care would be ensured when the staffs would ensure that there is clarity in their roles and principles, rules, policies and practices are being followed as per the assigned and required legislations and policies. These health and safety legislations have to be studied, monitored and reviewed at regular intervals so that changes are introduced enabling a healthy work environment at workplace. This would make the health and safety at priority to be maintained at workplace. There should be a strict compliance of the legislative and health and safety policies. The culture at health and social care workplace has to be maintained effectively. Finally it could be said that each and every individual has to contribute and effectively follow and implement the set system, policies, practices and procedures so that the safety and health at workplace is ensured (Shannon et al, 1996).
Conclusion
The dilemmas that exist among the care workers in performing their duties, responsibilities and the services have to be cleared and resolved. Effective and correct information has to be spread and delivered or communicated to the staff working at health and social care so that they perform their duties well and avoid risks.
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Unit 3 Customer Service sample assignment
Unit 3 Customer Service
Contents
Introduction: 2
LO1: Understand customer service policies within business and services contexts. 2
1.1 discuss reasons for using customer service policies. 2
1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development 3
LO2: Understand the purpose of promoting a customer focused culture. 3
2.1 evaluate different communication methods and how these are used to best effect 4
2.2 analyse how customer perception is influenced by customer service provision. 4
LO3: Be able to investigate customer requirements and expectations. 5
3.1 assess sources of information on customer requirements and satisfaction levels. 6
3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements. 7
LO4: Be able to provide customer service within business and services contexts to meet required standards 9
4.1 deliver customer service in a business and service environment 10
4.2 review own performance in the delivery of customer service and make recommendations for improvement 10
Conclusion: 12
References: 12
Introduction:
The world is changing very fast ,so in order to cope with up with the changing environment the hotel serving the domestic as well as the international tourists bemoans various services like food, conference and metting and spa are their crucial items to eb served. There are services like night clubs, theatre, shops and goods are also included there. So in order to provide a superior customer value the hotel should createcustomer service policy. Thiscustomer service policywill show a direct path to the standardsof services and service measurements. These will help the hotel, employees, customers and other stakeholders(Watada, Xu and Wu, 2014). To get a competitive advantage over the competitors of the same market hotel, a superior value creation, communication, delivering and effective feedback are necessary.
LO1: Understand customer service policies within business and services contexts
The hotel business is growing very fast. In order to keep peace with it a hotel company has to analyse different customers’ needs and changing demands. A customer service policy help a hotel how to deal with it effectively.
1.1 discuss reasons for using customer service policies
There are severalreasons for using a customer service policy in hotel business. Some of the reasons are discussed below by which a hotel can get information access.
Improving services: by means of customer service policyservices of a hotel can be improved. Moreover a customer service policy will be used as a standard of working for the employees which will help to generate profits and revenue (Crook, 2006). The customers always want to have a better services from its provider.
Corporate objective:every hotel or business has a vision upon which they work in a standard. So in case of developing a very good vision a hotel has to be concerned regarding theircustomer service policy. Theemployees and other types of service providers know well what to perform in the hotel business.
Guidelines:customer service policy works as a standardfor the parties related with the company. So it serves as standard (Swarbrooke and Horner, 2013). The guideless are necessary for the current employees as well as for future employees to serve the customers well.
Accountability: the accountability of a hotel employees must be based on customer service policy. Thecustomer service policy will help the company or hotel to conduct in a logical and superior way. Customer service policy make them as local as it should be.
Image: a customer service policy will increase the image of a hoteltowards its stakeholders. If the manager of that hotel be able to capture a good market size and potential, then all the potential clients will come to the hotel and contribute to revenues and futuregrowth of the market.
1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
There are several reasons for evaluating a customer service policy. On the basis of thesespolicies service standardcan be set up. The world service industry business is growing day by day. So evaluation is must be needed to getting the outcomes. The hotel has several polices and activities based on the working. They haveseparateobjective on each of the action set by the corporate head or manager. So they have to set a goal for the customers and a service oriented culture must be set up in order to get them known with the services. After setting up the customer service policy the hotel needs to evaluate the activities sand functions of the employees to make them competent in the hotel different types of policies have to be used. In case of food, spa, lobby, reception, music they must have despite ides and knowledge. The employee’s actions and performances are crucial on order to have a synergy in the competitor’s hotel in the same market. The customer service policyevaluation must be conducted by the top level management so that it will be acuter enough with the corporate goals. The outcomes from the customer service policyevaluation will contribute in the total are of network. As a result the employees action and performance swill be efficient enough. The competitorsalso play roles in the strategy development and implementation(Agoes and Pasaribu, 2015). To attract more customers the customer service policyshould be strong enough in of to make everyone happy inside the hotel. Moreover the stakeholder such as clients, owner, suppliers, society and other related parties actions must be considered.
LO2: Understand the purpose of promoting a customer focused culture
There are numerous purposes in the promotion of customer services focused culture. The organisation has a very good chance to be focused on the needs and demands of clients. All the parties related with it should be considered.
2.1 evaluate different communication methods and how these are used to best effect
There are several communication methods found in the hotel business. These will help them a lot. So these types of communications methodsare described below:
Telephone: by using a telephone a hotel manager can easily communicate with all types of people within a second. So now a days it has become so popular in all types of business. The telephone communication has made the process easier.
Newspaper: it is another mode of communication with the all related parties. Givingmassages to the clients for taking services from the hotel. Giving ads to newspaper for hunting the suppliers and buyers or tender.
Email:threat means electronic mail messaging among the buyers, supplier’splays and other related parries. Generally official purposed mails are used which is formal and deliberate to say a specific thing.
Magazines: different types of magazines that contain services related knowledge wail help the hotel manager to communicate with customers in a valuable way. So giving that particular ads for features on the magazines will boost up the image as well as sales for thru the hotel.
WOM: word of mouth is a way of communication with the customers y means of providing superior value to the customers. It men’s that the hotel manager has a very good chance to provide value in a good way. So after receiving the servicesthat will be pretty good and telling others regarding the services as good.
2.2 analyse how customer perception is influenced by customer service provision
By means of customer service policy the customer perception may be influenced in a standard way. Here a brief discussion is given on the influence by customer service policy.
Figure:customer’s perception of value
Source:(Agoes and Pasaribu, 2015)
Different food have different attributes. Theta is why the product attribute matters for a hotel business. In cases of hotel type business the price and perceived quality matters for the cutters as well asmanagers who formulate polies. The product quality and perceived quality must be similar or somewhat differs. Base on the nature of the product the perceived quality may vary on the basis of perceived value the price ensures the quality and brand name of the hotel. They purchase intent is also crucial in customer service policy. Byanalysing a good standard the purchase intention and services escapes can set up (Swarbrooke and Horner, 2013). So the management of the hotel should be pretty enough poster in formulation a customer service policy. The overall services quality dimension will lead the company in getting the services right in right order of customer’sexpectations (Hanson, 2011). The competitors should also be consideredin formulation the standard of a hotel chain business, several value adding things must be set up to attract the actuary as well, as potential clients. So the customers will feel good in case of a positive customer service policy.
LO3: Be able to investigate customer requirements and expectations
The customers’ requirements and expectation must be analyse in a competitive advent gaining way , that is why they will be able to find out the appropriate the requirements of various groups of clients.
3.1 assess sources of information on customer requirements and satisfaction levels
The customer’s requirement and satiation levels must eb assessed based on the following ways.
Figure: sources of customer’s information
Source:(Crook, 2006)
Customer’s behaviour: by aeons of customer’sbehaviour, oat will be very easy identify the requirements and satisfaction levels. The loyal or satisfied customersserved the company in good return that will be locative for the hotel.
Experiences: all the experiences matters. So in terms of expertise of the company, employs, and managers it will be an easy task to reload the customer’ssatisfaction and requires (Buttle, 2007). It identifies the customer service policy and do accordingly.
Activities: the activities of all the related parties like hotel, employs, clients and corpse managers will perform a bog deal that will also be necessary in all the time. For valleyrequirements and customers satisfaction.
Culture: based on the cutlet the customer’srequirements and satiation may vary from place to place. The cutlet of UK and the cutlet of Japan will not be same so mustbe changed by place to place or clients to clits.
Values: every individual customers have single identity of values. Moreover the values may be shared or not, it must be kept in touch of the hotel employs and managers to give them superior values in the hotelindustry.
Environment: the slurping environment will tell the hotel what they need to conduct in a specific moment of servicing. The environment is uncontrollably, so the managers have to be cautious on it and need to adapt accordingly.
Emotions: the emotions are also valuable for the hotel managers to evaluate the services and customers requirements in sued the hotel (Cheng, 2011). The satisfaction levels also vary from pardonto person as they have different emotion on each of the sides.
3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
For a hotel type business are required on the basis of customer requirements and satisfaction level are conducted below:
Figure: customer research on service
Source: (Mansour, 2016)
Assessing Needs of Customers: first of all the business hotel need to identify the actual and potentainl needs of the customers. In need assessing lavel aproper market segmentation can be possible to attract.
Mapping the customers segments: the customers segments must be based on the demographic,economic, loyalty based and user status based that will help to capture OTrightly. The mapping are also useful for the data analysis of the market. Moreover the segnts must be profitable for the hotel(Crook, 2006). Without having enough profits or benefits it will not be precious to coronet with the customers segments
Identifying the desired expectation: the desire expectationof the customers’identification is a crucial work for the hotel managers to have the data analyses and interpret it accurately is an important case in the hotels revives business. On the other hand theses type of desire expectation also are valued by the hotel managers.
Designing Services Experience: the services experience are far more important for the hotel managers to evaluate and making the right decision based on the service will be helpful for the reset team.
Structure and measuring the performance: it will create a competitive benefit in the market to allure the potential as well as current customers in a good way of communication towards he business arena of the hotel (Mansour, 2016).
Now there are some suggestions for the improvement in tie hotel business. Hat are closely related with the chain of services.
Figure: customers’ understanding
Source: (Hanson, 2011)
Developing a new product will give The___14 Company to capture a new market size and customers wallet. That will also be crucialfort service industry like hotel is. The advertising also play a crucial roles in communication the services with others and appropriate responsewill say the total effectives of the advertisements. Incise of market share expansion the overall the services improvement are required in the hotel. The cusp Mrs purchase must beincurredin hotel so that the services ad improvers will come in a sopped way (Buttle, 2007). The customers loyal a very important factor for services industrysilosnecks. So increasing the loyalty level will rise their purchase whatever the customer’spoint of veer is
LO4: Be able to provide customer service within business and services contexts to meet required standards
The customer’srequirements must be fulfilled based on the appropriate business and service context.in order to make them loyal in the business the servicesperfective should be considered.
4.1 deliver customer service in a business and service environment
Delivering a good customer service will needed to be demonstrated on the basis of the following ways:
Doing the right at First time: the customers services must be fulfilled in a superior way and it meets be performed at the first time. Thus the customers will feel good and convenient.in case of service failure the customer’s loyalty on that particular service organisation may lose (Cheng, 2011). All the employs have to perform their job effectively.
Making the service fast: the customers want to the get third servicesvery fast whatever they are. O the other hand it will create a competitiveadvantage for the firm to provide superior value. The fast tracking g services may be alluring the customers for repurchase.
Immediate problem Fixing: if any problemsoccur during or after services then the serviceemploys or managers have to take stipe to services recovery strategies. The customers will feel valued among the other customers.
Customers suggestion Box: this will help the hotel manager to idem the problems easily and handling the problems effectively. The customers comment card will also be helpful for the employs as well as managers. Based on appropriate reset services and effective, management of the customers will create a competitive advantage over the competitors.
Incorporating Technology: the teaching usage in the services organisation like restraint will be added divagate for the employees as well as the customers. It will attract the educated corporate customer alarmingly. In the case of techy and scientific methods
4.2 review own performance in the delivery of customer service and make recommendations for improvement
The hotel managers have amasses the servicesthey are given to the customers as well as they have to cautious enough regarding the improvement and necessary arrangements. Here a certain criteria are disbudded by which service delivery and improvement are analysed.
Figure: service delivery and improvements
Source: (Cheng, 2011)
Sting Direction: a direction have to be sent to employees and other types of intermediary’s fiving appropriate service standard. On the other hand the mangers and employees will have a direct path to apply their activities and performances to measure of evolution.
IndicatingQualities: the quality standard should be indicated in a flexibleand simple way just by which a service culture can be created in the entire chain. If the hotel is able to provide superior service then they will be competent enough among the competitors.
Working Collaborate: by working with other means the employees as well as the managers will get to be acquainted in the environment at whichtheyache a synergy(Agoes and Pasaribu, 2015). The employsperformance and etiquette are animportant dimension the services organisation.
Improving Services: the services quality must be improved in the servicesculture. So appropriate services improvement are given prioritize within the organisation. The following dimension need to be taken to improve the services in the hotel:
Ensuring Potential safetyinside the organisation is must create to improve the services for the customers. The hotel need to identify the crucial variable within the organisation. Then critical evaluation of the services and the employees are must be taken by teenagers of thehotel which will make them capable in the hotel busness organisation. The services innovation and technological advancement are a necessary condition in the services type hotel such as using ATM, Electronics advancement, interior design and exterior design will be helpful for the hotel business. The innovation in the service firms are looked a very competitive advantage for the superior values creation(Watada, Xu and Wu, 2014). The world is growing to becomesuttertechnologyalways hold the services faster and effective for the new era.
Conclusion: from the above discussion there some sort of advantages of a customer service policy are analysed different types of innovative, servicesstanders ad technologicalchangesare described. So if thehotel managers can adopt these kind of services for its hotel, then they will be able to allure the customers promptly and the customers will feel loyal to Tepetbusiness. The contours services improvement and analyse are required in the verystage of the service slue creation. On the other hand the competitors annoys are must be considered in the strategies that will show directguidelineregarding what type of strategiesare reallynecessary (Rutherford, 2008). The more the services innovation and technical advancement create the more opportunities they will be able to hold in the market. The market or customers size will be increased that will also increase the profits as well as reputation for the hotel to other customers.
References:
Agoes, A. and Pasaribu, N. (2015). Kajian Pustaka Mengenai Restaurant Atmosphere. Binus Business Review, 6(1), p.110.
Buttle, F. (2007). Hotel and food service marketing. 1st ed. London: Cassell.
Cheng, C. (2011). Dynamic service innovation capability, radical service innovation and open business models. International Journal of Services Technology and Management, 16(3/4), p.229.
Crook, T. (2006). Competitive Edge: A Strategic Management Model. Cornell Hotel and Restaurant Administration Quarterly, 44(3), pp.44-53.
Hanson, B. (2011). Hotel Food Service: Where’s the Profit?Cornell Hotel and Restaurant Administration Quarterly, 25(2), pp.92-96.
Hyatt International: Growth through Management Services. (1977). Cornell Hotel and Restaurant Administration Quarterly, 17(4), pp.36-43.
Jones, P. (2014). Managing Hospitality Innovation. Cornell Hotel and Restaurant Administration Quarterly, 37(5), pp.86-95.
Mansour Ghazi, K. (2016). Hotel Maintenance Management Practices. Journal of Hotel & Business Management, 5(1).
Parasuraman, A. (2015). CUSTOMER‐ORIENTED CORPORATE CULTURES ARE CRUCIAL TO SERVICES MARKETING SUCCESS. Journal of Services Marketing, 1(1), pp.39-46.
Rutherford, D. (2008). Hotel management and operations. 1st Ed. New York: Wiley.
Swinger, N. (2009). Quick Service Chain Restaurant Managers:Journal of Restaurant & Foodservice Marketing, 4(4), pp.303-319.
Swarbrooke, J. and Horner, S. (2013). Business travel and tourism. 1st ed. Oxford: Butterworth-Heinemann.
Walsh, K. (2014). Service-delivery Strategies: Three Approaches to Consulting for Hospitality. The Cornell Hotel and Restaurant Administration Quarterly, 43(6), pp.37-48.
Watada, J., Xu, B. and Wu, B. (2014). Innovative management in information and production. 1st Ed. New York, NY: Springer.
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Unit 3 Customer Service sample assignment
Unit 3 Customer Service
Contents
Introduction: 2
LO1: Understand customer service policies within business and services contexts. 2
1.1 discuss reasons for using customer service policies. 2
1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development 3
LO2: Understand the purpose of promoting a customer focused culture. 3
2.1 evaluate different communication methods and how these are used to best effect 4
2.2 analyse how customer perception is influenced by customer service provision. 4
LO3: Be able to investigate customer requirements and expectations. 5
3.1 assess sources of information on customer requirements and satisfaction levels. 6
3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements. 7
LO4: Be able to provide customer service within business and services contexts to meet required standards 9
4.1 deliver customer service in a business and service environment 10
4.2 review own performance in the delivery of customer service and make recommendations for improvement 10
Conclusion: 12
References: 12
Introduction:
The world is changing very fast ,so in order to cope with up with the changing environment the hotel serving the domestic as well as the international tourists bemoans various services like food, conference and metting and spa are their crucial items to eb served. There are services like night clubs, theatre, shops and goods are also included there. So in order to provide a superior customer value the hotel should createcustomer service policy. Thiscustomer service policywill show a direct path to the standardsof services and service measurements. These will help the hotel, employees, customers and other stakeholders(Watada, Xu and Wu, 2014). To get a competitive advantage over the competitors of the same market hotel, a superior value creation, communication, delivering and effective feedback are necessary.
LO1: Understand customer service policies within business and services contexts
The hotel business is growing very fast. In order to keep peace with it a hotel company has to analyse different customers’ needs and changing demands. A customer service policy help a hotel how to deal with it effectively.
1.1 discuss reasons for using customer service policies
There are severalreasons for using a customer service policy in hotel business. Some of the reasons are discussed below by which a hotel can get information access.
Improving services: by means of customer service policyservices of a hotel can be improved. Moreover a customer service policy will be used as a standard of working for the employees which will help to generate profits and revenue (Crook, 2006). The customers always want to have a better services from its provider.
Corporate objective:every hotel or business has a vision upon which they work in a standard. So in case of developing a very good vision a hotel has to be concerned regarding theircustomer service policy. Theemployees and other types of service providers know well what to perform in the hotel business.
Guidelines:customer service policy works as a standardfor the parties related with the company. So it serves as standard (Swarbrooke and Horner, 2013). The guideless are necessary for the current employees as well as for future employees to serve the customers well.
Accountability: the accountability of a hotel employees must be based on customer service policy. Thecustomer service policy will help the company or hotel to conduct in a logical and superior way. Customer service policy make them as local as it should be.
Image: a customer service policy will increase the image of a hoteltowards its stakeholders. If the manager of that hotel be able to capture a good market size and potential, then all the potential clients will come to the hotel and contribute to revenues and futuregrowth of the market.
1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
There are several reasons for evaluating a customer service policy. On the basis of thesespolicies service standardcan be set up. The world service industry business is growing day by day. So evaluation is must be needed to getting the outcomes. The hotel has several polices and activities based on the working. They haveseparateobjective on each of the action set by the corporate head or manager. So they have to set a goal for the customers and a service oriented culture must be set up in order to get them known with the services. After setting up the customer service policy the hotel needs to evaluate the activities sand functions of the employees to make them competent in the hotel different types of policies have to be used. In case of food, spa, lobby, reception, music they must have despite ides and knowledge. The employee’s actions and performances are crucial on order to have a synergy in the competitor’s hotel in the same market. The customer service policyevaluation must be conducted by the top level management so that it will be acuter enough with the corporate goals. The outcomes from the customer service policyevaluation will contribute in the total are of network. As a result the employees action and performance swill be efficient enough. The competitorsalso play roles in the strategy development and implementation(Agoes and Pasaribu, 2015). To attract more customers the customer service policyshould be strong enough in of to make everyone happy inside the hotel. Moreover the stakeholder such as clients, owner, suppliers, society and other related parties actions must be considered.
LO2: Understand the purpose of promoting a customer focused culture
There are numerous purposes in the promotion of customer services focused culture. The organisation has a very good chance to be focused on the needs and demands of clients. All the parties related with it should be considered.
2.1 evaluate different communication methods and how these are used to best effect
There are several communication methods found in the hotel business. These will help them a lot. So these types of communications methodsare described below:
Telephone: by using a telephone a hotel manager can easily communicate with all types of people within a second. So now a days it has become so popular in all types of business. The telephone communication has made the process easier.
Newspaper: it is another mode of communication with the all related parties. Givingmassages to the clients for taking services from the hotel. Giving ads to newspaper for hunting the suppliers and buyers or tender.
Email:threat means electronic mail messaging among the buyers, supplier’splays and other related parries. Generally official purposed mails are used which is formal and deliberate to say a specific thing.
Magazines: different types of magazines that contain services related knowledge wail help the hotel manager to communicate with customers in a valuable way. So giving that particular ads for features on the magazines will boost up the image as well as sales for thru the hotel.
WOM: word of mouth is a way of communication with the customers y means of providing superior value to the customers. It men’s that the hotel manager has a very good chance to provide value in a good way. So after receiving the servicesthat will be pretty good and telling others regarding the services as good.
2.2 analyse how customer perception is influenced by customer service provision
By means of customer service policy the customer perception may be influenced in a standard way. Here a brief discussion is given on the influence by customer service policy.
Figure:customer’s perception of value
Source:(Agoes and Pasaribu, 2015)
Different food have different attributes. Theta is why the product attribute matters for a hotel business. In cases of hotel type business the price and perceived quality matters for the cutters as well asmanagers who formulate polies. The product quality and perceived quality must be similar or somewhat differs. Base on the nature of the product the perceived quality may vary on the basis of perceived value the price ensures the quality and brand name of the hotel. They purchase intent is also crucial in customer service policy. Byanalysing a good standard the purchase intention and services escapes can set up (Swarbrooke and Horner, 2013). So the management of the hotel should be pretty enough poster in formulation a customer service policy. The overall services quality dimension will lead the company in getting the services right in right order of customer’sexpectations (Hanson, 2011). The competitors should also be consideredin formulation the standard of a hotel chain business, several value adding things must be set up to attract the actuary as well, as potential clients. So the customers will feel good in case of a positive customer service policy.
LO3: Be able to investigate customer requirements and expectations
The customers’ requirements and expectation must be analyse in a competitive advent gaining way , that is why they will be able to find out the appropriate the requirements of various groups of clients.
3.1 assess sources of information on customer requirements and satisfaction levels
The customer’s requirement and satiation levels must eb assessed based on the following ways.
Figure: sources of customer’s information
Source:(Crook, 2006)
Customer’s behaviour: by aeons of customer’sbehaviour, oat will be very easy identify the requirements and satisfaction levels. The loyal or satisfied customersserved the company in good return that will be locative for the hotel.
Experiences: all the experiences matters. So in terms of expertise of the company, employs, and managers it will be an easy task to reload the customer’ssatisfaction and requires (Buttle, 2007). It identifies the customer service policy and do accordingly.
Activities: the activities of all the related parties like hotel, employs, clients and corpse managers will perform a bog deal that will also be necessary in all the time. For valleyrequirements and customers satisfaction.
Culture: based on the cutlet the customer’srequirements and satiation may vary from place to place. The cutlet of UK and the cutlet of Japan will not be same so mustbe changed by place to place or clients to clits.
Values: every individual customers have single identity of values. Moreover the values may be shared or not, it must be kept in touch of the hotel employs and managers to give them superior values in the hotelindustry.
Environment: the slurping environment will tell the hotel what they need to conduct in a specific moment of servicing. The environment is uncontrollably, so the managers have to be cautious on it and need to adapt accordingly.
Emotions: the emotions are also valuable for the hotel managers to evaluate the services and customers requirements in sued the hotel (Cheng, 2011). The satisfaction levels also vary from pardonto person as they have different emotion on each of the sides.
3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
For a hotel type business are required on the basis of customer requirements and satisfaction level are conducted below:
Figure: customer research on service
Source: (Mansour, 2016)
Assessing Needs of Customers: first of all the business hotel need to identify the actual and potentainl needs of the customers. In need assessing lavel aproper market segmentation can be possible to attract.
Mapping the customers segments: the customers segments must be based on the demographic,economic, loyalty based and user status based that will help to capture OTrightly. The mapping are also useful for the data analysis of the market. Moreover the segnts must be profitable for the hotel(Crook, 2006). Without having enough profits or benefits it will not be precious to coronet with the customers segments
Identifying the desired expectation: the desire expectationof the customers’identification is a crucial work for the hotel managers to have the data analyses and interpret it accurately is an important case in the hotels revives business. On the other hand theses type of desire expectation also are valued by the hotel managers.
Designing Services Experience: the services experience are far more important for the hotel managers to evaluate and making the right decision based on the service will be helpful for the reset team.
Structure and measuring the performance: it will create a competitive benefit in the market to allure the potential as well as current customers in a good way of communication towards he business arena of the hotel (Mansour, 2016).
Now there are some suggestions for the improvement in tie hotel business. Hat are closely related with the chain of services.
Figure: customers’ understanding
Source: (Hanson, 2011)
Developing a new product will give The___14 Company to capture a new market size and customers wallet. That will also be crucialfort service industry like hotel is. The advertising also play a crucial roles in communication the services with others and appropriate responsewill say the total effectives of the advertisements. Incise of market share expansion the overall the services improvement are required in the hotel. The cusp Mrs purchase must beincurredin hotel so that the services ad improvers will come in a sopped way (Buttle, 2007). The customers loyal a very important factor for services industrysilosnecks. So increasing the loyalty level will rise their purchase whatever the customer’spoint of veer is
LO4: Be able to provide customer service within business and services contexts to meet required standards
The customer’srequirements must be fulfilled based on the appropriate business and service context.in order to make them loyal in the business the servicesperfective should be considered.
4.1 deliver customer service in a business and service environment
Delivering a good customer service will needed to be demonstrated on the basis of the following ways:
Doing the right at First time: the customers services must be fulfilled in a superior way and it meets be performed at the first time. Thus the customers will feel good and convenient.in case of service failure the customer’s loyalty on that particular service organisation may lose (Cheng, 2011). All the employs have to perform their job effectively.
Making the service fast: the customers want to the get third servicesvery fast whatever they are. O the other hand it will create a competitiveadvantage for the firm to provide superior value. The fast tracking g services may be alluring the customers for repurchase.
Immediate problem Fixing: if any problemsoccur during or after services then the serviceemploys or managers have to take stipe to services recovery strategies. The customers will feel valued among the other customers.
Customers suggestion Box: this will help the hotel manager to idem the problems easily and handling the problems effectively. The customers comment card will also be helpful for the employs as well as managers. Based on appropriate reset services and effective, management of the customers will create a competitive advantage over the competitors.
Incorporating Technology: the teaching usage in the services organisation like restraint will be added divagate for the employees as well as the customers. It will attract the educated corporate customer alarmingly. In the case of techy and scientific methods
4.2 review own performance in the delivery of customer service and make recommendations for improvement
The hotel managers have amasses the servicesthey are given to the customers as well as they have to cautious enough regarding the improvement and necessary arrangements. Here a certain criteria are disbudded by which service delivery and improvement are analysed.
Figure: service delivery and improvements
Source: (Cheng, 2011)
Sting Direction: a direction have to be sent to employees and other types of intermediary’s fiving appropriate service standard. On the other hand the mangers and employees will have a direct path to apply their activities and performances to measure of evolution.
IndicatingQualities: the quality standard should be indicated in a flexibleand simple way just by which a service culture can be created in the entire chain. If the hotel is able to provide superior service then they will be competent enough among the competitors.
Working Collaborate: by working with other means the employees as well as the managers will get to be acquainted in the environment at whichtheyache a synergy(Agoes and Pasaribu, 2015). The employsperformance and etiquette are animportant dimension the services organisation.
Improving Services: the services quality must be improved in the servicesculture. So appropriate services improvement are given prioritize within the organisation. The following dimension need to be taken to improve the services in the hotel:
Ensuring Potential safetyinside the organisation is must create to improve the services for the customers. The hotel need to identify the crucial variable within the organisation. Then critical evaluation of the services and the employees are must be taken by teenagers of thehotel which will make them capable in the hotel busness organisation. The services innovation and technological advancement are a necessary condition in the services type hotel such as using ATM, Electronics advancement, interior design and exterior design will be helpful for the hotel business. The innovation in the service firms are looked a very competitive advantage for the superior values creation(Watada, Xu and Wu, 2014). The world is growing to becomesuttertechnologyalways hold the services faster and effective for the new era.
Conclusion: from the above discussion there some sort of advantages of a customer service policy are analysed different types of innovative, servicesstanders ad technologicalchangesare described. So if thehotel managers can adopt these kind of services for its hotel, then they will be able to allure the customers promptly and the customers will feel loyal to Tepetbusiness. The contours services improvement and analyse are required in the verystage of the service slue creation. On the other hand the competitors annoys are must be considered in the strategies that will show directguidelineregarding what type of strategiesare reallynecessary (Rutherford, 2008). The more the services innovation and technical advancement create the more opportunities they will be able to hold in the market. The market or customers size will be increased that will also increase the profits as well as reputation for the hotel to other customers.
References:
Agoes, A. and Pasaribu, N. (2015). Kajian Pustaka Mengenai Restaurant Atmosphere. Binus Business Review, 6(1), p.110.
Buttle, F. (2007). Hotel and food service marketing. 1st ed. London: Cassell.
Cheng, C. (2011). Dynamic service innovation capability, radical service innovation and open business models. International Journal of Services Technology and Management, 16(3/4), p.229.
Crook, T. (2006). Competitive Edge: A Strategic Management Model. Cornell Hotel and Restaurant Administration Quarterly, 44(3), pp.44-53.
Hanson, B. (2011). Hotel Food Service: Where’s the Profit?Cornell Hotel and Restaurant Administration Quarterly, 25(2), pp.92-96.
Hyatt International: Growth through Management Services. (1977). Cornell Hotel and Restaurant Administration Quarterly, 17(4), pp.36-43.
Jones, P. (2014). Managing Hospitality Innovation. Cornell Hotel and Restaurant Administration Quarterly, 37(5), pp.86-95.
Mansour Ghazi, K. (2016). Hotel Maintenance Management Practices. Journal of Hotel & Business Management, 5(1).
Parasuraman, A. (2015). CUSTOMER‐ORIENTED CORPORATE CULTURES ARE CRUCIAL TO SERVICES MARKETING SUCCESS. Journal of Services Marketing, 1(1), pp.39-46.
Rutherford, D. (2008). Hotel management and operations. 1st Ed. New York: Wiley.
Swinger, N. (2009). Quick Service Chain Restaurant Managers:Journal of Restaurant & Foodservice Marketing, 4(4), pp.303-319.
Swarbrooke, J. and Horner, S. (2013). Business travel and tourism. 1st ed. Oxford: Butterworth-Heinemann.
Walsh, K. (2014). Service-delivery Strategies: Three Approaches to Consulting for Hospitality. The Cornell Hotel and Restaurant Administration Quarterly, 43(6), pp.37-48.
Watada, J., Xu, B. and Wu, B. (2014). Innovative management in information and production. 1st Ed. New York, NY: Springer.
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Unit 3 Customer Service sample assignment
Unit 3 Customer Service
Contents
Introduction: 2
LO1: Understand customer service policies within business and services contexts. 2
1.1 discuss reasons for using customer service policies. 2
1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development 3
LO2: Understand the purpose of promoting a customer focused culture. 3
2.1 evaluate different communication methods and how these are used to best effect 4
2.2 analyse how customer perception is influenced by customer service provision. 4
LO3: Be able to investigate customer requirements and expectations. 5
3.1 assess sources of information on customer requirements and satisfaction levels. 6
3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements. 7
LO4: Be able to provide customer service within business and services contexts to meet required standards 9
4.1 deliver customer service in a business and service environment 10
4.2 review own performance in the delivery of customer service and make recommendations for improvement 10
Conclusion: 12
References: 12
Introduction:
The world is changing very fast ,so in order to cope with up with the changing environment the hotel serving the domestic as well as the international tourists bemoans various services like food, conference and metting and spa are their crucial items to eb served. There are services like night clubs, theatre, shops and goods are also included there. So in order to provide a superior customer value the hotel should createcustomer service policy. Thiscustomer service policywill show a direct path to the standardsof services and service measurements. These will help the hotel, employees, customers and other stakeholders(Watada, Xu and Wu, 2014). To get a competitive advantage over the competitors of the same market hotel, a superior value creation, communication, delivering and effective feedback are necessary.
LO1: Understand customer service policies within business and services contexts
The hotel business is growing very fast. In order to keep peace with it a hotel company has to analyse different customers’ needs and changing demands. A customer service policy help a hotel how to deal with it effectively.
1.1 discuss reasons for using customer service policies
There are severalreasons for using a customer service policy in hotel business. Some of the reasons are discussed below by which a hotel can get information access.
Improving services: by means of customer service policyservices of a hotel can be improved. Moreover a customer service policy will be used as a standard of working for the employees which will help to generate profits and revenue (Crook, 2006). The customers always want to have a better services from its provider.
Corporate objective:every hotel or business has a vision upon which they work in a standard. So in case of developing a very good vision a hotel has to be concerned regarding theircustomer service policy. Theemployees and other types of service providers know well what to perform in the hotel business.
Guidelines:customer service policy works as a standardfor the parties related with the company. So it serves as standard (Swarbrooke and Horner, 2013). The guideless are necessary for the current employees as well as for future employees to serve the customers well.
Accountability: the accountability of a hotel employees must be based on customer service policy. Thecustomer service policy will help the company or hotel to conduct in a logical and superior way. Customer service policy make them as local as it should be.
Image: a customer service policy will increase the image of a hoteltowards its stakeholders. If the manager of that hotel be able to capture a good market size and potential, then all the potential clients will come to the hotel and contribute to revenues and futuregrowth of the market.
1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
There are several reasons for evaluating a customer service policy. On the basis of thesespolicies service standardcan be set up. The world service industry business is growing day by day. So evaluation is must be needed to getting the outcomes. The hotel has several polices and activities based on the working. They haveseparateobjective on each of the action set by the corporate head or manager. So they have to set a goal for the customers and a service oriented culture must be set up in order to get them known with the services. After setting up the customer service policy the hotel needs to evaluate the activities sand functions of the employees to make them competent in the hotel different types of policies have to be used. In case of food, spa, lobby, reception, music they must have despite ides and knowledge. The employee’s actions and performances are crucial on order to have a synergy in the competitor’s hotel in the same market. The customer service policyevaluation must be conducted by the top level management so that it will be acuter enough with the corporate goals. The outcomes from the customer service policyevaluation will contribute in the total are of network. As a result the employees action and performance swill be efficient enough. The competitorsalso play roles in the strategy development and implementation(Agoes and Pasaribu, 2015). To attract more customers the customer service policyshould be strong enough in of to make everyone happy inside the hotel. Moreover the stakeholder such as clients, owner, suppliers, society and other related parties actions must be considered.
LO2: Understand the purpose of promoting a customer focused culture
There are numerous purposes in the promotion of customer services focused culture. The organisation has a very good chance to be focused on the needs and demands of clients. All the parties related with it should be considered.
2.1 evaluate different communication methods and how these are used to best effect
There are several communication methods found in the hotel business. These will help them a lot. So these types of communications methodsare described below:
Telephone: by using a telephone a hotel manager can easily communicate with all types of people within a second. So now a days it has become so popular in all types of business. The telephone communication has made the process easier.
Newspaper: it is another mode of communication with the all related parties. Givingmassages to the clients for taking services from the hotel. Giving ads to newspaper for hunting the suppliers and buyers or tender.
Email:threat means electronic mail messaging among the buyers, supplier’splays and other related parries. Generally official purposed mails are used which is formal and deliberate to say a specific thing.
Magazines: different types of magazines that contain services related knowledge wail help the hotel manager to communicate with customers in a valuable way. So giving that particular ads for features on the magazines will boost up the image as well as sales for thru the hotel.
WOM: word of mouth is a way of communication with the customers y means of providing superior value to the customers. It men’s that the hotel manager has a very good chance to provide value in a good way. So after receiving the servicesthat will be pretty good and telling others regarding the services as good.
2.2 analyse how customer perception is influenced by customer service provision
By means of customer service policy the customer perception may be influenced in a standard way. Here a brief discussion is given on the influence by customer service policy.
Figure:customer’s perception of value
Source:(Agoes and Pasaribu, 2015)
Different food have different attributes. Theta is why the product attribute matters for a hotel business. In cases of hotel type business the price and perceived quality matters for the cutters as well asmanagers who formulate polies. The product quality and perceived quality must be similar or somewhat differs. Base on the nature of the product the perceived quality may vary on the basis of perceived value the price ensures the quality and brand name of the hotel. They purchase intent is also crucial in customer service policy. Byanalysing a good standard the purchase intention and services escapes can set up (Swarbrooke and Horner, 2013). So the management of the hotel should be pretty enough poster in formulation a customer service policy. The overall services quality dimension will lead the company in getting the services right in right order of customer’sexpectations (Hanson, 2011). The competitors should also be consideredin formulation the standard of a hotel chain business, several value adding things must be set up to attract the actuary as well, as potential clients. So the customers will feel good in case of a positive customer service policy.
LO3: Be able to investigate customer requirements and expectations
The customers’ requirements and expectation must be analyse in a competitive advent gaining way , that is why they will be able to find out the appropriate the requirements of various groups of clients.
3.1 assess sources of information on customer requirements and satisfaction levels
The customer’s requirement and satiation levels must eb assessed based on the following ways.
Figure: sources of customer’s information
Source:(Crook, 2006)
Customer’s behaviour: by aeons of customer’sbehaviour, oat will be very easy identify the requirements and satisfaction levels. The loyal or satisfied customersserved the company in good return that will be locative for the hotel.
Experiences: all the experiences matters. So in terms of expertise of the company, employs, and managers it will be an easy task to reload the customer’ssatisfaction and requires (Buttle, 2007). It identifies the customer service policy and do accordingly.
Activities: the activities of all the related parties like hotel, employs, clients and corpse managers will perform a bog deal that will also be necessary in all the time. For valleyrequirements and customers satisfaction.
Culture: based on the cutlet the customer’srequirements and satiation may vary from place to place. The cutlet of UK and the cutlet of Japan will not be same so mustbe changed by place to place or clients to clits.
Values: every individual customers have single identity of values. Moreover the values may be shared or not, it must be kept in touch of the hotel employs and managers to give them superior values in the hotelindustry.
Environment: the slurping environment will tell the hotel what they need to conduct in a specific moment of servicing. The environment is uncontrollably, so the managers have to be cautious on it and need to adapt accordingly.
Emotions: the emotions are also valuable for the hotel managers to evaluate the services and customers requirements in sued the hotel (Cheng, 2011). The satisfaction levels also vary from pardonto person as they have different emotion on each of the sides.
3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
For a hotel type business are required on the basis of customer requirements and satisfaction level are conducted below:
Figure: customer research on service
Source: (Mansour, 2016)
Assessing Needs of Customers: first of all the business hotel need to identify the actual and potentainl needs of the customers. In need assessing lavel aproper market segmentation can be possible to attract.
Mapping the customers segments: the customers segments must be based on the demographic,economic, loyalty based and user status based that will help to capture OTrightly. The mapping are also useful for the data analysis of the market. Moreover the segnts must be profitable for the hotel(Crook, 2006). Without having enough profits or benefits it will not be precious to coronet with the customers segments
Identifying the desired expectation: the desire expectationof the customers’identification is a crucial work for the hotel managers to have the data analyses and interpret it accurately is an important case in the hotels revives business. On the other hand theses type of desire expectation also are valued by the hotel managers.
Designing Services Experience: the services experience are far more important for the hotel managers to evaluate and making the right decision based on the service will be helpful for the reset team.
Structure and measuring the performance: it will create a competitive benefit in the market to allure the potential as well as current customers in a good way of communication towards he business arena of the hotel (Mansour, 2016).
Now there are some suggestions for the improvement in tie hotel business. Hat are closely related with the chain of services.
Figure: customers’ understanding
Source: (Hanson, 2011)
Developing a new product will give The___14 Company to capture a new market size and customers wallet. That will also be crucialfort service industry like hotel is. The advertising also play a crucial roles in communication the services with others and appropriate responsewill say the total effectives of the advertisements. Incise of market share expansion the overall the services improvement are required in the hotel. The cusp Mrs purchase must beincurredin hotel so that the services ad improvers will come in a sopped way (Buttle, 2007). The customers loyal a very important factor for services industrysilosnecks. So increasing the loyalty level will rise their purchase whatever the customer’spoint of veer is
LO4: Be able to provide customer service within business and services contexts to meet required standards
The customer’srequirements must be fulfilled based on the appropriate business and service context.in order to make them loyal in the business the servicesperfective should be considered.
4.1 deliver customer service in a business and service environment
Delivering a good customer service will needed to be demonstrated on the basis of the following ways:
Doing the right at First time: the customers services must be fulfilled in a superior way and it meets be performed at the first time. Thus the customers will feel good and convenient.in case of service failure the customer’s loyalty on that particular service organisation may lose (Cheng, 2011). All the employs have to perform their job effectively.
Making the service fast: the customers want to the get third servicesvery fast whatever they are. O the other hand it will create a competitiveadvantage for the firm to provide superior value. The fast tracking g services may be alluring the customers for repurchase.
Immediate problem Fixing: if any problemsoccur during or after services then the serviceemploys or managers have to take stipe to services recovery strategies. The customers will feel valued among the other customers.
Customers suggestion Box: this will help the hotel manager to idem the problems easily and handling the problems effectively. The customers comment card will also be helpful for the employs as well as managers. Based on appropriate reset services and effective, management of the customers will create a competitive advantage over the competitors.
Incorporating Technology: the teaching usage in the services organisation like restraint will be added divagate for the employees as well as the customers. It will attract the educated corporate customer alarmingly. In the case of techy and scientific methods
4.2 review own performance in the delivery of customer service and make recommendations for improvement
The hotel managers have amasses the servicesthey are given to the customers as well as they have to cautious enough regarding the improvement and necessary arrangements. Here a certain criteria are disbudded by which service delivery and improvement are analysed.
Figure: service delivery and improvements
Source: (Cheng, 2011)
Sting Direction: a direction have to be sent to employees and other types of intermediary’s fiving appropriate service standard. On the other hand the mangers and employees will have a direct path to apply their activities and performances to measure of evolution.
IndicatingQualities: the quality standard should be indicated in a flexibleand simple way just by which a service culture can be created in the entire chain. If the hotel is able to provide superior service then they will be competent enough among the competitors.
Working Collaborate: by working with other means the employees as well as the managers will get to be acquainted in the environment at whichtheyache a synergy(Agoes and Pasaribu, 2015). The employsperformance and etiquette are animportant dimension the services organisation.
Improving Services: the services quality must be improved in the servicesculture. So appropriate services improvement are given prioritize within the organisation. The following dimension need to be taken to improve the services in the hotel:
Ensuring Potential safetyinside the organisation is must create to improve the services for the customers. The hotel need to identify the crucial variable within the organisation. Then critical evaluation of the services and the employees are must be taken by teenagers of thehotel which will make them capable in the hotel busness organisation. The services innovation and technological advancement are a necessary condition in the services type hotel such as using ATM, Electronics advancement, interior design and exterior design will be helpful for the hotel business. The innovation in the service firms are looked a very competitive advantage for the superior values creation(Watada, Xu and Wu, 2014). The world is growing to becomesuttertechnologyalways hold the services faster and effective for the new era.
Conclusion: from the above discussion there some sort of advantages of a customer service policy are analysed different types of innovative, servicesstanders ad technologicalchangesare described. So if thehotel managers can adopt these kind of services for its hotel, then they will be able to allure the customers promptly and the customers will feel loyal to Tepetbusiness. The contours services improvement and analyse are required in the verystage of the service slue creation. On the other hand the competitors annoys are must be considered in the strategies that will show directguidelineregarding what type of strategiesare reallynecessary (Rutherford, 2008). The more the services innovation and technical advancement create the more opportunities they will be able to hold in the market. The market or customers size will be increased that will also increase the profits as well as reputation for the hotel to other customers.
References:
Agoes, A. and Pasaribu, N. (2015). Kajian Pustaka Mengenai Restaurant Atmosphere. Binus Business Review, 6(1), p.110.
Buttle, F. (2007). Hotel and food service marketing. 1st ed. London: Cassell.
Cheng, C. (2011). Dynamic service innovation capability, radical service innovation and open business models. International Journal of Services Technology and Management, 16(3/4), p.229.
Crook, T. (2006). Competitive Edge: A Strategic Management Model. Cornell Hotel and Restaurant Administration Quarterly, 44(3), pp.44-53.
Hanson, B. (2011). Hotel Food Service: Where’s the Profit?Cornell Hotel and Restaurant Administration Quarterly, 25(2), pp.92-96.
Hyatt International: Growth through Management Services. (1977). Cornell Hotel and Restaurant Administration Quarterly, 17(4), pp.36-43.
Jones, P. (2014). Managing Hospitality Innovation. Cornell Hotel and Restaurant Administration Quarterly, 37(5), pp.86-95.
Mansour Ghazi, K. (2016). Hotel Maintenance Management Practices. Journal of Hotel & Business Management, 5(1).
Parasuraman, A. (2015). CUSTOMER‐ORIENTED CORPORATE CULTURES ARE CRUCIAL TO SERVICES MARKETING SUCCESS. Journal of Services Marketing, 1(1), pp.39-46.
Rutherford, D. (2008). Hotel management and operations. 1st Ed. New York: Wiley.
Swinger, N. (2009). Quick Service Chain Restaurant Managers:Journal of Restaurant & Foodservice Marketing, 4(4), pp.303-319.
Swarbrooke, J. and Horner, S. (2013). Business travel and tourism. 1st ed. Oxford: Butterworth-Heinemann.
Walsh, K. (2014). Service-delivery Strategies: Three Approaches to Consulting for Hospitality. The Cornell Hotel and Restaurant Administration Quarterly, 43(6), pp.37-48.
Watada, J., Xu, B. and Wu, B. (2014). Innovative management in information and production. 1st Ed. New York, NY: Springer.
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ITC538 | DESIGNING OBJECT ORIENTED PROGRAM
ITC538 | DESIGNING OBJECT ORIENTED PROGRAM | JAVA
JAVA ASSIGNMENT HELP
Task
Assessment 2 has 20 marks in total. Marks will be scaled according to the value of the assessment.
There are two tasks in assessment 2, Task 1 and Task 2 as below:
Task 1: Value 10 marks
Suppose you are commissioned by the Australian Football Association (AFL) to write a program designed to produce statistics based on complete scores recorded in a season. These scores are kept in a file called afl.txt (available on interact resources). You are also given the following information about a football season:
League consists of 18 football teams
There are 22 rounds in each season
In each round teams play against each other and the score of each team is recorded as an integer and kept in the text file referred to above (aft.txt)
Your task is to write a complete java program (a java class with the main method) called ProcessScores, which will read the scores from the text file provided, store the scores in an array of integers and then using a number of independent staticmethods, calculate and display the required statistics relating the afl scores.
The java class you are required to author will contain the following static methods:
lowest will take the array of scores as an argument and return the lowest score in the season highest will take the array of scores as an argument and return the highest score in the season
range will take the array of scores as an argument and return the difference between the highest score and the lowest score in the season
average will take the array of scores as an argument and return the average of all scores in the season
median will take the array of scores as an argument and return the median score in the season
mode will take the array of scores as an argument and return the mode of the scores in the season
Note that all of the methods described above, should be static methods; user defined methods (you have the write the definition of each yourself); and completely independent of each other (you should not invoke anyone of them within the other method definition). Also, the original array of scores should not be modified by any of the methods.
Ensure that the program is appropriately documented throughout and thoroughly tested to demonstrate its correct operation.
You need to submit java and class files, a short discussion to explain the logic on how the problem has been solved, and sample output (for detail please see marking guide and presentation below).
Task 2: Value 10 marks
Design a class named Light to represent a conference hall light. The class contains:
Three constants named LOW, MEDIUM, and HIGH with the values 1, 2, and 3 to denote Charles Sturt University Subject Outline the light brightness.
A private int data field named brightness that specifies the brightness of the light having a default value of LOW.
A private boolean data field named on that specifies whether the light is on or off having a default value of false.
A string data field named color that specifies the color of the light having a default value of red.
The accessor and mutator methods for all three data fields.
A no-arg/default constructor that creates a default light.
A method named toString() that returns a string description for the light. If the light is on, the method returns the fan brightness and color in one combined string. If the light is not on, the method returns the fan color along with the string “light is off” in one combined string. Draw the UML diagram for the class and then implement the class.
Write a test program TestLight that creates two Light objects. Assign high brightness, color yellow, and turn it on to the first object. Assign medium brightness, color blue, and turn it off to the second object. Display the objects by invoking their respective toString methods.
Ensure that the program is appropriately documented throughout and thoroughly tested to demonstrate its correct operation.
You need to submit java and class files, a short discussion to explain the logic on how the problem has been solved, UML diagram, and sample output (for detail please see marking guide and presentation below).
Rationale
This assignment has been designed to allow students to test and demonstrate their ability to:
design and implement algorithms in Java (learning outcome 1);
interpret and evaluate design requirements expressed in Unified Modelling Language (UML) (learning outcome 2);
use object-oriented techniques and Java resources to develop small applications consisting of a number of classes (learning outcome 4);
apply testing and debugging techniques in program development (learning outcome 5);
Marking criteria
Assessment 2 (Total Marks 20)
Task 1 (Total Marks 10)
Criteria Marks HD DI CR PS Program a. Execution: Program executes Provided java Provided java perfectly Provided java launches, executes and program executes program may be without program executes terminates without 1.0 without crashing incomplete and/or crashing without crashing crashing; program executes with minimal executes with towards with some errors as specified. errors some errors intended output
Implement Implement Implement Implement and integrate ProcessScores ProcessScores class ProcessScores classes with class with most of with majority of class with some all functions the functions and the functions and functions and
Criteria Marks HD DI CR PS
by integrate the mark integrate the mark then combine it maintaining class with it for class with it for with Marks class logical flow testing testing for testing Excellent naming, Good naming, Most naming, Some naming, indentation, indentation, indentation, indentation, header header and header and inline and inline header and inline inline comments comments comments included comments included included included
All of the Most of the Just enough of the required Majority of the d. Submission: the required required documents required documents documents with all documents and documents and components (analysis, 1.0 and sufficient sufficient number and sufficient sufficient number testing, and output) number of of test outputs number of test of test outputs test outputs outputs provided provided provided provided
Task 2 (Total Marks 10)
Criteria Marks HD DI CR PS Program Provided java a. Execution: Program executes Provided java program Provided java launches, executes and perfectly program may be executes program executes terminates without crashing; 1.0 without incomplete and/or without without crashing program executes as crashing executes with crashing with with some errors specified. towards some errors minimal errors intended output
Implement and Implement and Implement Light Implement Light integrate all of integrate most and TestLight and TestLight of the Light and classes with classes with some 6.0 the Light and TestLight majority functions functions and TestLight classes and combine them combine them for classes functionaliies for testing testing UML with all UML with most UML with UML with components components and majority incomplete 1.0 and their their parameter, components and components and parameter, and and return their parameter, their parameter, return and return and return All of the Most of the Majority of the Just enough of the required required required required documents and documents and documents and documents and 1.0 sufficient sufficient sufficient number sufficient number number of test number of test of test outputs of test outputs outputs outputs provided provided provided provided All of the Most of the Majority of the Just enough of the required required required required documents and documents and documents and documents and 1.0 sufficient sufficient sufficient number sufficient number number of test number of test of test outputs of test outputs outputs outputs provided provided provided provided
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ITC538 | APPLICATION OF PROGRAMMING IN JAVA
ITC538 | APPLICATION OF PROGRAMMING IN JAVA | JAVA
JAVA ASSIGNMENT HELP
Task
Assessment 3 has 20 marks in total. Marks will be scaled according to the value of the assignment.
Assessment 3 has four Tasks. Task 1, Task 2, Task3 and Task4 as below:
Task 1: Value 5 marks
In this task, you are required to provide the definition of a class called Student, which represents a typical (but a very limited) university student. Each student has a name (which consists of a string of characters) and a unique student identification (ID) number (consisting of a string of exactly six numerical digits).
You are also required to define a class called TestStudent, which will be used to perform a number of test used to among other things, verify the correctness of the Student class.
In order to maintain the uniqueness of the student ID, your program will need to check that any new IDs supplied by the user is not the same as any of the existing student IDs.
Following are a list of specifications of the Student class:
Two fields name and id representing the student name and the student ID respectively as described above
Get and set methods for each field (getName(), getId(), setName(), setId()) A toString() method that returns a string description of a given student object
An isValidId() method which accepts a string representing a possible new student ID as an argument and returns a boolean value (true or false) indicating whether the new ID satisfies the structural requirements of the student ID or not
A IdExists() which accepts a string argument representing a possible new student ID and returns a boolean value indicating whether the new ID is already being used by another student or not
Your TestStudent class should be able to perform the following functions:
Create an ArrayList object of Student objects called studentList, using the student data stored in a text file named students.txt (you should create this file such that it stores the student name and ID of several students initially – one line per student)
Allow the user to add as many new Student objects as the user requests to the ArrayList ensuring that each student has a unique student ID
When the user has finished adding new students to the list, the program will override the students.txt file such that it includes the data relating to the new students as well as the original ones
Ability to display a full list of students as well as just the existing student IDs when necessary
Ensure that the program is appropriately documented throughout and thoroughly tested to demonstrate its correct operation.
You need to submit java and class files, a short discussion to explain the logic on how the problem has been solved, and sample output (for detail please see marking criteria and presentation below).
Task 2: Value 8 marks
In this task, you are required to provide complete class definitions and then create instances of various classes and use methods to perform various tests.
(a) Define an abstract class called Staff with the following fields and methods:
Fields: name, id, position representing the name, staff id and the position of a staff member in an organisation. Encapsulation should be used to protect these fields against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, get and set methods to provide access to each of the three fields
(b) Define a subclass of the Staff class called FullTimeStaff with the following additional field and methods:
Field: researchArea,a string variable representing the research are of the staff member. Again, encapsulation should be used to protect this field against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, additional get and set methods as required to provide access to the field
(c) Define a subclass of the Staff class called PartTimeStaff with the following additional field and methods:
Field: timeFraction representing the time fraction of a part-time staff member. This would be a number between 0.1 and 1.0. Again, encapsulation should be used to protect this field against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, additional get and set methods as required to provide access to the field
(d) Define another subclass of the Staff class called CasualStaff with the following additional field and methods:
Field: hours representing the number of hours that the casual staff member works at the organisation. Again, encapsulation should be used to protect this field against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, additional get and set methods as required to provide access to the field
(e) Finally, define another class called TestStaff with a main() method to perform necessary testing for the classes defined in the previous sections. In the main method, write the code to:
(1) create an ArrayList object to store references to Staff objects;
(2) open a text file namedtxt (available on interact resources), which contains data relating to staff members, create FullTimeStaff, PartTimeStaff and CasualStaff objects based on the first field in each row in the file (“full”, “part”, or “casual”);
(3) add these objects to the ArrayList; and (4) test various methods of the objects using loop(s) and methods as necessary, including the code to:
Repeatedly display a menu of five options (1, 2, 3, 4 and 5) such that
Option 1 will display details of only full-time staff
Option 2 will display details of only part-time staff
Option 3 will display details of only casual staff
Option 4 will display details of all staff
Option 5 terminate the program
Ensure that the program is appropriately documented throughout and thoroughly tested to demonstrate its correct operation.
You need to submit java and class files, a short discussion to explain the logic on how the problem has been solved, UML diagram, and sample output (for detail please see marking criteria and presentation below).
Task 3: Value 4 marks
Write a Java program using JavaFX that displays five playing cards. In the first row display three playing cards (randomly selected from the first 52 cards). In the second and third rows display two different cards compared to the first row at 45 degree and 90 degree angles respectively.
The image icons used in the questions are available in the Resource folder of Interact2. You may need to use HBox and/or VBox Pane.
Task 4: Value 3 marks
Investigate the imperative programming paradigm, as exemplified by procedural programming and object-oriented programming, and the declarative programming paradigm, as exemplified by functional programming and logic programming.
The Reading from Brookshear, 2012 will form a starting point for your investigation. For further investigation, remember that you should not reference Wikipedia items in an essay, so make sure to find articles that you can reference.
Write an essay, of approximately 800 words, based on your investigation, which provides answers to the following questions:
What are the essential differences between the paradigms?
What are some of the programming languages used for these different paradigms?
What specific advantages are provided by these different programming approaches?
Your essay should be referenced using the APA referencing style.
Rationale
This assignment has been designed to allow students to test and demonstrate their ability to:
to interpret and evaluate design requirements expressed in Unified Modelling Language (UML) (objective 2);
to apply inheritance and aggregation patterns in the design and implementation of programs (Objective 3);
be able to compare and critically evaluate different programming paradigms (Objective 6); to manipulate file operations through Java programming; (objective 7);
to use object-oriented techniques and Java resources to develop small applications consisting of a number of classes (objective 4);
to implement Graphical User Interface) (GUI )components using Java (objective 8).
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ITC538 | APPLICATION OF PROGRAMMING IN JAVA
ITC538 | APPLICATION OF PROGRAMMING IN JAVA | JAVA
JAVA ASSIGNMENT HELP
Task
Assessment 3 has 20 marks in total. Marks will be scaled according to the value of the assignment.
Assessment 3 has four Tasks. Task 1, Task 2, Task3 and Task4 as below:
Task 1: Value 5 marks
In this task, you are required to provide the definition of a class called Student, which represents a typical (but a very limited) university student. Each student has a name (which consists of a string of characters) and a unique student identification (ID) number (consisting of a string of exactly six numerical digits).
You are also required to define a class called TestStudent, which will be used to perform a number of test used to among other things, verify the correctness of the Student class.
In order to maintain the uniqueness of the student ID, your program will need to check that any new IDs supplied by the user is not the same as any of the existing student IDs.
Following are a list of specifications of the Student class:
Two fields name and id representing the student name and the student ID respectively as described above
Get and set methods for each field (getName(), getId(), setName(), setId()) A toString() method that returns a string description of a given student object
An isValidId() method which accepts a string representing a possible new student ID as an argument and returns a boolean value (true or false) indicating whether the new ID satisfies the structural requirements of the student ID or not
A IdExists() which accepts a string argument representing a possible new student ID and returns a boolean value indicating whether the new ID is already being used by another student or not
Your TestStudent class should be able to perform the following functions:
Create an ArrayList object of Student objects called studentList, using the student data stored in a text file named students.txt (you should create this file such that it stores the student name and ID of several students initially – one line per student)
Allow the user to add as many new Student objects as the user requests to the ArrayList ensuring that each student has a unique student ID
When the user has finished adding new students to the list, the program will override the students.txt file such that it includes the data relating to the new students as well as the original ones
Ability to display a full list of students as well as just the existing student IDs when necessary
Ensure that the program is appropriately documented throughout and thoroughly tested to demonstrate its correct operation.
You need to submit java and class files, a short discussion to explain the logic on how the problem has been solved, and sample output (for detail please see marking criteria and presentation below).
Task 2: Value 8 marks
In this task, you are required to provide complete class definitions and then create instances of various classes and use methods to perform various tests.
(a) Define an abstract class called Staff with the following fields and methods:
Fields: name, id, position representing the name, staff id and the position of a staff member in an organisation. Encapsulation should be used to protect these fields against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, get and set methods to provide access to each of the three fields
(b) Define a subclass of the Staff class called FullTimeStaff with the following additional field and methods:
Field: researchArea,a string variable representing the research are of the staff member. Again, encapsulation should be used to protect this field against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, additional get and set methods as required to provide access to the field
(c) Define a subclass of the Staff class called PartTimeStaff with the following additional field and methods:
Field: timeFraction representing the time fraction of a part-time staff member. This would be a number between 0.1 and 1.0. Again, encapsulation should be used to protect this field against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, additional get and set methods as required to provide access to the field
(d) Define another subclass of the Staff class called CasualStaff with the following additional field and methods:
Field: hours representing the number of hours that the casual staff member works at the organisation. Again, encapsulation should be used to protect this field against intentional or accidental, direct modification
Constructors: a no-args/default constructor, and an overloaded constructor to initialise the fields to appropriate values when the instances of the class are created
Methods: a toString() method to print a string representation of the objects, additional get and set methods as required to provide access to the field
(e) Finally, define another class called TestStaff with a main() method to perform necessary testing for the classes defined in the previous sections. In the main method, write the code to:
(1) create an ArrayList object to store references to Staff objects;
(2) open a text file namedtxt (available on interact resources), which contains data relating to staff members, create FullTimeStaff, PartTimeStaff and CasualStaff objects based on the first field in each row in the file (“full”, “part”, or “casual”);
(3) add these objects to the ArrayList; and (4) test various methods of the objects using loop(s) and methods as necessary, including the code to:
Repeatedly display a menu of five options (1, 2, 3, 4 and 5) such that
Option 1 will display details of only full-time staff
Option 2 will display details of only part-time staff
Option 3 will display details of only casual staff
Option 4 will display details of all staff
Option 5 terminate the program
Ensure that the program is appropriately documented throughout and thoroughly tested to demonstrate its correct operation.
You need to submit java and class files, a short discussion to explain the logic on how the problem has been solved, UML diagram, and sample output (for detail please see marking criteria and presentation below).
Task 3: Value 4 marks
Write a Java program using JavaFX that displays five playing cards. In the first row display three playing cards (randomly selected from the first 52 cards). In the second and third rows display two different cards compared to the first row at 45 degree and 90 degree angles respectively.
The image icons used in the questions are available in the Resource folder of Interact2. You may need to use HBox and/or VBox Pane.
Task 4: Value 3 marks
Investigate the imperative programming paradigm, as exemplified by procedural programming and object-oriented programming, and the declarative programming paradigm, as exemplified by functional programming and logic programming.
The Reading from Brookshear, 2012 will form a starting point for your investigation. For further investigation, remember that you should not reference Wikipedia items in an essay, so make sure to find articles that you can reference.
Write an essay, of approximately 800 words, based on your investigation, which provides answers to the following questions:
What are the essential differences between the paradigms?
What are some of the programming languages used for these different paradigms?
What specific advantages are provided by these different programming approaches?
Your essay should be referenced using the APA referencing style.
Rationale
This assignment has been designed to allow students to test and demonstrate their ability to:
to interpret and evaluate design requirements expressed in Unified Modelling Language (UML) (objective 2);
to apply inheritance and aggregation patterns in the design and implementation of programs (Objective 3);
be able to compare and critically evaluate different programming paradigms (Objective 6); to manipulate file operations through Java programming; (objective 7);
to use object-oriented techniques and Java resources to develop small applications consisting of a number of classes (objective 4);
to implement Graphical User Interface) (GUI )components using Java (objective 8).
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INFS 5093 | SYSTEMS PLANNING ASSIGNMENT
INFS 5093 | SYSTEMS PLANNING ASSIGNMENT | INFORMATION SYSTEMS
COMPUTER ASSIGNMENT HELP
Introduction
This assignment consists of
A case study, which requires you to apply your learning from the systems planningmodule.
An ethical analysis which requires you to apply one of thereadings provided on the course website.
A conceptual development and reflection section which requires you to consider how systems planningtasks impact on a systems development project.
The feedback sheet lists the assessment criteria. Look for it on the assignment’s webpage. Take note of which sections carry the most marks.
Note that this assignment’s word count is 2602without your answers, so
Don’t worry if the final word count seems high.
Also, there are some diagrams in this assignment so don’t worry if your final word count seems low.
I suggest that you draw thediagrams by hand, photograph the drawings and insert the photographs in this file. If you prefer, you can use Word’s drawing tools (or some other drawing or modelling software) but you may find working with pen and paper is faster, easier to amend, less cumbersome and more reliable with respect to layout.
Instructions
When referring to the exemplars on the course website, read the old assignment specifications carefully because the assignments differ every study period.
Recall: in the previous study period, students spent an average of 24hours on this assignment.
Pace yourself accordingly.
For best results
Do not attempt to complete the whole assignment in one session.
Work slowly and carefully.
In addition to the instructions on the course website
Do not overlook the ‘Why?’ questions.
Read the case study carefully.
Keep track of the hours you spend.
You are encouraged to make assumptions where necessary. Scope for assumptions has been deliberately included in this assignment because it is often necessary to make assumptions openly when dealing with a client who is under-informed with respect to technology. Please label your assumptions clearly. Here’s an example from a previous study period,
Assumption: As the passengers of Titanic II may be from any nation, I have assumed a currency converter is required for the ticket-purchasing function.
Case study: Socrates & Co
You work at IT Foundry as a Systems Analyst.
Socrates & Co is a bookshop specialising in new, second hand and rare books. It is located on a busy shopping street, close to several university campuses and has been in business for a long time. Today, it’s managed by its owner, Joanna Diakou, but it was started in 1938 by Joanna’s father, Stefanos, who was a well-known local intellectual. When he established Socrates & Co, Stefanos gave a lot of consideration to the store’s interior design and location. It came to be well known as a place where people are welcome to escape the noise, rest their feet, and sit and read without being disturbed. There are comfortable armchairs between the shelves and people can have snacks if they are careful. Over time, Stefanos came to know many of his customers by name and Socrates & Co built a reputation and a loyal customer base almost entirely from word-of-mouth recommendations. Stefanos retired in 1974 and turned the business over to Joanna, who at the time was recently graduated with an honours degree in the humanities. She has maintained her father’s practices and has come to know her regular customers by name and people know they can come to Socrates & Co and find a warm welcome, insightful and witty conversation, or quiet solitude.
Although she draws a salary from Socrates & Co, Joanna doesn’t consider the time she spends there to be ‘work’ – instead it is simply her lifestyle. She goes to Socrates & Co every day except Sundays. Four other people work there: Kavya Amal works on Mondays and Thursdays; Adam Matchoss works on Tuesdays, Wednesdays and Sundays; Rajavel Sulake and Priyam Farrukh (store manager) both work on Fridays, Saturdays and Sundays. Kavya, Adam, Rajavel and Priyam are postgraduate coursework students whose schedules change every semester. Priyam has worked at Socrates & Co for five years and is paid a higher wage because she manages the store on Sundays. All of the staff love the relaxed atmosphere and they deeply appreciate Joanna’s attitude because, as long the customers have what they need, Joanna doesn’t mind if the staff work on their assignments while they are at the store. The store’s opening hours are the same every day: 11am to 7pm.
However, Joanna has recently been unwell and has come to realise that perhaps Socrates & Co could afford her an additional afternoon off if she didn’t have to spend so much time on keeping track of inventory, sales, special orders, rosters and all the other little administrative tasks. Also, Kavya and Adam are students in an IT department and they both think Socrates & Co really ought to expand into ecommerce, with an app and a website. Joanna is not entirely sure what this would entail, but she trusts Kavya and Adam and she decides to investigate further.
One of Joanna’s regular customers is Andrew Frawley. He is one of your workmates at IT Foundry. When Andrew came into the store, Joanna asked him for advice. He immediately advised Joanna to work with you; you have more experience in ecommerce and publishing than Andrew. She agrees to a meeting, which Andrew arranges between yourself and Joanna.
You talk to Joanna about Socrates & Co and you realise its significance extends to the wider community: even people who never buy a book can enjoy reading in the peaceful atmosphere. You learn that Socrates & Co has long-standing relationships with thirty-four publishers and you know that seventeen of the publishers (the larger ones) offer B2B ordering, returns and invoicing. You talk about various business processes. For example, you discuss how Joanna sources rare books and you discuss the Socrates & Co text-book sales service (on a 5% commission) for uni students. You talk about the process for replenishing the second hand stock and the process for when a customer makes a special order. You are sure there are other business processes Joanna has not mentioned; payroll comes immediately to mind and you begin to identify other overlooked business processes. Joanna also tells you about a project she has had in mind for some time: she wants to start a small café in one corner of the store, for which she has obtained a licence.
You can see potential for supporting Socrates & Co business processes and for supporting Joanna’s plans for a small café, both without disrupting the Socrates & Co reputation. However, as you are a seasoned professional, you don’t rush in. Instead you suggest that Socrates & Co funds a preliminary investigation of a potential future IS project. Joanna agrees to the cost, your manager approves, and when one of your existing projects closes, you begin the Socrates & Co preliminary investigation.
Understanding the business
Recall: you can make assumptions in this assignment (as noted above). Also, you can use the course forum if you have any questions.
Develop a business profile for Socrates & Co. Focus on business activities, how the business is organised, resources, customers, suppliers and future directions.
Given below is the business profile for Socrates & Co.
Business Profile: Socrates & Co.
Overview
Socrates and Co. is a legacy bookshop set up in 1938, engaged in retail sales of text books, rare books and new books in fiction and non fiction categories. The company’s mission is to expand its operations into the e-commerce space and provide services through a mobile app and a website.
Activities
The company is engaged in following activities:
· Retail sales of books (text books, fiction books, second hand and rare books)
· Sourcing/procurement of books from its network of publishers (currently has 34 with some of them offering returns)
Some of the internal functions of the company are:
· Payroll management (manage payouts to its existing staff, salaries etc.)
· Inventory management (manage stocks of books and handle new purchases)
Business Organisation From its current scale of operations, Socrates & Co. can be categorized as a small scale business. The business is organised as:
· The company is headed by Joanna, the owner of the book store who manages the overall functions.
· There are 4 staff members who work part time—Kavya Amal, Adam Matchoss, Rajavel Sulake and Priyam Farrukh.
· The company has engaged an external IT solutioning firm called IT Foundry to do a preliminery investigation for the implementation of an Information System.
Resources The company’s key resources are:
· Human Resources
o 4 part time workers taking care of the retail sales, inventory management and administration work.
· Financial Resources:
o Cash Deposits of 0.5 million AUD
o Antiques having estimated net worth of 2 million AUD
o Bills receivables of 50,000 AUD
· Other Resources:
o Antique furniture
o Victorian era building (of monument value and tourist attraction)
o Rare collection of victorian era books (original copies)
Customers · Strong existing customers base, which stems from the popularity of the original establisher Stephanos, a renowned intellectual of 1930’s.
· Customers include tourists and walk-ins who come to visit the building to enjoy the ambience and architecture.
· Also includes university students who come for text books (the building being in close vicinity to universities).
Suppliers The company has a strong supplier base comprising of 34 publishers with whom it has long-standing relationship. Amongst the 34 suppliers:
· 2 are special vendors dealing in rare books
· 17 are B2B publishers who offer easy returns of unpurchased books
· 15 are text book publishers
Future Direction · The company plans to foray into e-commerce and online sales by establishing a website and a mobile app.
o The online presence will create wider presence and expand the scale of operations for the company.
o It also wants active presence on the social media and increase the word-of-mouth customer base by way of online reviews and polls.
· The company wants a mobile app which will perform similar functions as the website.
· In addition to the above, the business also wants to set up a “reading café” to generate revenues from walk-in tourists who only wish to explore the architecture and ambience of the building.
Create an organisation chart for Socrates & Co.
The current organisation structure for the business is as follows:
List four of Socrates & Co’s main business processes.
The company currently handles all its processes manually and does not have an automated system to capture inventory, sales, orders or the administrative activities.
The key business processes and sub processes are:
Process Sub process Sales
· Invoice processing
· Maintaining cash registers
· Customer checkout
Supplier management
· Prepare purchase orders
· Handle returns and publisher invoices
Inventory management · Replenish stocks
· Update records
Finance · Payments to suppliers
· Payments to internal staff (payroll processing)
Given below is a functional decomposition diagram (Systems Analysis and design, ninth edition, Ch. 4. Requirements Modelling, Pg. 150) summarizing the key business processes.
Draw models for two of the business processes listed above, including events, processes and results (an example is available on p11 of the text book).
The business process models have been described below for:
Sales
Supplier Management
Do Socrates & Co’s current business processes support its future objectives? Why or why not?
No the current business processes alone are not sufficient to support the future objectives of the company. We need additional processes to support the future business objectives:
We need a transaction processing system(Transaction Processing, Chapter 1, p.15, Systems Analysis and Design, Tenth Edition, Rosenblatt), so that the sales data, order details, and customer details are all entered automatically into the system:
Hardware such as bar code readers will be needed.
Point of sales solution will be required wherein the sales manager can enter details at the time of sales.
Staff will have to be trained on the new system of retail sales
We need a dedicated staff to manage online sales. The person will be responsible for:
Taking note of everyday orders.
Ensure the orders are dispatched correctly.
Ensure the database is updated and running smoothly.
Look at customer grievances posted online or failed orders.
You now have outlines of the Socrates & Co business processes but you need another meeting with Joanna to double check some details and to discuss project constraints. At the meeting, you sketch diagrams on the whiteboard outlining four of the main business processes. Then you ask Joanna if the processes share data, and if not, could they share data in the future.
Joanna says, “Well, no, they don’t share data … wait, what do you mean exactly? Because I know what sales are made when I check the day’s transactions and when I know the sales, it helps me figure out if I need to order more stock. There are other things that overlap too, like the rosters and the payroll.”
You explain that’s exactly what you mean and you ask her to describe more ‘overlaps’ in the Socrates & Co business processes.
“Well, the cash sales determine the next morning’s bank deposits, but the POS transactions just happen automatically. Also, you know how the sales tell me what to order? Well, I also use a bit of knowhow, like when Michael Sandel’s latest book came out, I knew it was going to sell quickly so I ordered quite a few. Actually, I can say the same for several other authors, like Sam Harris. He sells quite well these days. Hmm … come to think of it, if the new system knows how quickly an author sells, then it could keep those authors in a special list, couldn’t it?”
You agree that’s one of the functions a system could provide. But you point out that it wouldn’t be able to figure out whether to stock new authors because they wouldn’t have a sales history.
Joanna says, “Oh, that’s ok, the publishers know the store so well, I can usually rely on their recommendations. Then I just order a few copies of what they recommend, unless I think the author wouldn’t work at all. It’s especially easy if the publisher takes returns of unsold stock.”
You say, “Like Fractal Publishing? They do that for one of my other clients.”
You recall that Fractal Publishing is one of the B2B publishers and that they are going to upgrade the security of their B2B system next year; as are Continuum, MUP, OUP and Stanford Law Books.
“Yes, we’ve had an account with Fractal for ages! Do you know Jane Berne? She’s my account manager.”
“No, but let’s stay on track. If you email me a list of publishers that take returns and a description of the important ‘overlaps’ we can look at some other things. About the app… do you want it to offer the same transactions as the website? Or do you have something else in mind?”
“I’m not sure. What do you recommend?”
“To keep costs down, let’s keep the transactions the same for now and if you need to review that decision in future, you can do so. But, transactions aside, the website can have other features if you want it to. It doesn’t have to be only sales.”
“Really? That’d be great. We can advertise our different Writers’ Week events. I need to talk it over with Kavya and Adam, they’re bound to have some suggestions. Oh! Can the customers review the books they have read?”
“Sure. But let’s be a little cautious with respect to budget and schedule. So perhaps we ought to …”
The discussion carried on for another fifteen minutes before you shook hands and estimated that you would finish the preliminary investigation within a week.
Preliminary investigation
Conduct a SWOT analysis for the future information systems project.
Described below are the strengths, weaknesses, opportunities and threats of this solution.
Strengths:
Good number of existing customers will help push online sales: The existing customer base and word-of-mouth recommendations will bring users to the online portal. The target customer base will expand across all customer categories:
The books will be available to everyone browsing the Internet, thus giving every bibliophilic an option of reading the book information as per their own convenience, irrespective of the location.
The project will enhance the customer experience, as there will be no time constraints for making the purchase, making it available 24/7.
Online marketing: Word of mouth recommendations for a particular book will transform into e-recommendations thus making it available for a larger audience and helping them in their decisions when they are looking up for the similar content.
The company can promote the website on social media to get reviews and word-of-mouth recommendations.
The company can post information on special events such as “writer’s week” on either social media or on its website.
Online users can browse through categories such as “Publisher Recommendation”, “New Arrivals” and “In stock now” to get the best books.
Sales data to make informed business decisions/deeper insight into customer preferences: Managing sales will be easier as the process will be automated and handled completely by the Information Systems:
The transaction-processing database will be able to provide details like which publications are generating maximum sales. It will also be able to tell, in which months the sales are the highest.
The online sales system will give important insight into the customer behaviour:
Which books are being searched the most?
Which books from “Publisher Recommendations” are selling most?
Which age group are majority of customers from?
Which region are the majority of order being placed?
No adverse impact on walk in customers: The bookshop’s heritage architecture will be promoted on the website, therebyattracting tourists and walk-ins, which can generate additionalsales. The website and social media presence will generate awareness about the bookstore and its services.
Weaknesses:
Need for Training: Lack of hands-on experience in using an information system might pose challenges. The staff will need training to operate the new system.
Need for full-time staff: The new business model mayrequire fulltime staff or dedicated roles for staff members to manage activities properly.
Need to “professionally manage” publishers and suppliers: Currently the business is being run on personal relationships and reliance on publishers who have long-standing relationships with the company. Many decisions are taken “instinctively” with respect to sales and reordering of the books. This approach may not be very helpful in future when sales expand and more publishers will be required to fulfil sales orders. A more professional system will be needed to manage the supplier relationships.
Opportunities:
Tying up with universities, pushing textbook sales from university websites: We can tie up with universities to boost textbooks sales through Socrates website (universities can direct students and online users to Socrates website for textbook purchases, and get 5% commission).
Launching Offers and Schemes: Various online marketing strategies can be applied—for example, “limited time period offers” can push the online sales.
Web Advertising: Advertisements can be posted on the website or the mobile application for the upcoming events suchas“writers meet” etc.
E-Books can be made available through the portal.
Café and additional services: Additional business idea like having a Café inside the bookshop will be an attraction for the customers who wants to enjoy their reads with a cup of coffee.This feature can be promoted online to increase walk-in customers and show them the enhanced experience.
Online reviews: The future system will allow the customers to post reviews of the books online. People can also reviews their bookstore experience and give comments.
Threats:
Coping with the change: As the orders increase, the need to expand supplier base will also emerge. This would mean additional resources, expanded network of suppliers, and further investment in terms of time and resources. Not being prepared for this up scaling can lead to failure, loss of reputation and customer trust.
Customers who are not tech-savvy: Customers in the older age group (60-80 years) might find walking into the bookshop much easier than using the modern technology and hence they might refuse to make use of the application or website.
Negative Impact on Walk-in Sales: If the website fails to generate the desired publicity about the bookstore, then it might lose some of the existing walk in customers,who wouldprobably just make the purchases online.
Dependency on technology: A smart phone/tab/laptopis a mandatory requirement to access the website or the mobile application,as well a good Internet connection is needed to utilize the web services. Customers without this facility might not benefit by the project.
In one sentence, state the opportunity.
By establishing a transaction processing system,an online portal, and mobile app, Socrates & Co. can expand sales, supplier network, and walk-in customer base, besides generating word-of-mouth publicity through active online presence.
Outline the future project’s scope with Must Do, Should Do, Could Do and Won’t Do lists.
Must Do:
Set up a database for:
Books available in the store
Books under special orders
Rare books
Prioritize the platform (Android/iOS/Blackberry) on which the mobile application will be made available first.
Design and develop the website:
Provide information regarding all the books available within the bookstore
Provide categories such as “publisher recommendations” and “best sellers”
Ensure that the publishers agree to the format of Drop-Ship(provide goods by direct delivery from the manufacturer to the customer).
Ensurethat the online sales system is launched without disrupting any of the current business processes.
Set up theonline payment system via credit/debit/pay pal.
Document and process the legal formalities for setting up the website or mobile application.
Should Do:
Plan the transformation in phases—create a project plan while ensuring that the current business is not adversely impacted.
Suggest a better inventory management system including storage of the inventory.
Plan training for the resources to access and manage the new system.
Suggest a book renting service for online users.
Provide the option to pre-order the books online or by placing a request at the store.
Could Do:
Provide “Cash on delivery”services for the customers placing online orders.
Provide the rare books for a limited period on rent (by placing request online).
Provide customer service via e-mail (since a call up service would require additional resources) to ensure a positive customer experience and grievance redressing mechanism.
Provide facility of international shipping of orders.
Provide option to rate the books online by using a “five-star”rating format—one star being the lowest and five indicating the highest ratings.
Publish “frequently asked questions” on the website.
Make arrangements for a transaction processing system for the Café which may be opened later on in the bookshop (the owner has already acquired the license and in future, may require an integration into the existing system)
Won’t do:
Providing E-Books for the mobile application or website users
Posting detailed book reviews(since this will require an additional resource to scan through and finalize the content before publishing it online)
Identify two approaches to fact finding you would use in this case and explain why you favour these approaches.
The two fact-finding techniques that we would use are:
Conduct series of interviews
Observe Operations
Interview: Who, What, Where, When, How, and Why
Since a new inventory system is being developed, we will need more information regarding the sales history besides other elements from the past history of the bookshop, as proper sales information is not being maintained currently. Also, the first download of information given by Joanna regarding the business might have missed supporting details which will be captured during interviews and help us in documentation of the facts and figures. The details can be captured by conducting series of interviews with the owner of the bookshop as well as the employees working as part time.
What How Where Who When Why
What processes are being followed?
How is a procedure performed?
Where are the operations being performed?
Who performs each of the procedures within the system?
When is a procedure performed?
Why are the processes important to the business?
Observing the ongoing operations
Socrates and Co. does not maintain a record of its day-to-day activities thus observing ongoing operations will help in providing an accurate picture of the sales process and the workflow.By close observation, we will be able to understand the roles and responsibilities accurately, which will later help us in allocating the tasks and roles in the new information system.
For projects such as this one, estimates for cost, benefit and schedule are required prior to decision-making. Write a list of the tasks you would undertake in order to estimate the cost of the future project.
We will evaluate the Economic Feasibility of the project, which means:
Calculating the benefits of the proposed project
Dollars saved per fiscal year or per month
Intangible benefits to the business
Calculating the Total Cost of Ownership
Cost of resources (including IT staff and users)
Cost of required hardware (bard code readers, PCs, laptops, servers)
Cost of required software (in-house development or vendor purchase)
Training cost (time required to train each employee)
Cost of licensing and legal approvals
Consulting fees by IT Foundry
Cost of postponing or not developing the project
We will also perform a Schedule Feasibility Analysis to understand:
The timeframe within which the project can be implemented
Acceptable time overruns (tolerance to extending the timelines)
Socrates & Co can budget $25,000 for the proposed project. Is this enough information to make a decision on the project’s economic feasibility? Explain.
This information is not enough to make a decision on the project’s economic feasibility. To get a clear picture of the economic feasibility, we need clear calculation of:
Cost in terms of resources (effort required by IT staff to develop and implement the system)
Cost of required hardware (bard code readers, PCs, laptops, servers)
Cost of required software (in-house development or vendor purchase)
Training cost (time required to train each employee)
Cost of licensing and legal approvals
Consulting fees by IT Foundry
Cost of postponing or not developing the project
A project is considered economically viable if the benefits exceed the incurred costs. We will have to deep dive into the intangible and tangible benefits to ascertain the exact worth of the project.
Ethical analysis
Consider the Socrates & Co case study.
Suggest one amendment to Socrates & Co that won’t incur heavy costs, but will
Deliver long-term benefits to the wider community.
Foster growth in any related or relevant industries.
Explain how your amendment will achieve these two outcomes.
One amendment to Socrates & Co that would deliver long-term benefits to the wider community and foster growth in a related or relevant industry would be:
Allow renting of text books to students
Allow renting of rare books to senior citizens and aged customers.
The above two amendments will not cost any additional money, but will generate goodwill and thus better word-of-mouth publicity for the company. Goodwill is an intangible asset to a company, which provides long-term benefits by way of generating positive customer outlook.
In future, as the company forays into online sales, many aged customers might feel “left out” due to lack of technical knowledge. In the online forum on the course website, a fellow student has said “people of old age still prefer person-to-person contact and they need personal attention. They wait on long holds just to talk to a person and get their query answered. This could either be due to difficulty in using the system or they don’t rely and don’t trust the automated system with certain things like making payments.”
Old people may not be able to make the purchases and for them, coming to the store and renting out old books would be a boon. Also, students from weaker sections of the society will find it extremely beneficial, to be allowed to rent some of the books. All these services will generate positive customer impact and a sense of social responsibility by the company.
Joanna is very happy with the project plan you produced and has almost decided to move on to systems analysis with you and IT Foundry. In her enthusiasm, she shows your project plan to Kavya and Adam, who are delighted to view a professional project plan and very keen on the project, especially as some of the ideas they had for the website have been included in the planning.
A week later, Kavya and Joanna are working together and during a quiet moment, Kavya suggests that Joanna can save money by giving the project plan to Kavya and her friends so they can do the project as part of their masters program. That way, Joanna would get the technology for free and Kavya and her friends can work on a real-world project. Kavya says the finished product will be just as good as what IT Foundry can produce.
In responding to the questions below, consider Grodzinsky, Miller and Wolf (2012). This reading can be located on the course website.
With respect to ‘the rules’ what is the main ethical issue?
With reference to ‘The rules’ the main ethical issue is that Joanna might be influenced by Kavya’s idea and breach Rule 2 (Rule 2: The shared responsibility of computing artifacts is not a zero-sum game, Grodzinsky, Miller and Wolf, 2012, Pg. 16) by withdrawing the project from IT socrates and providing it to Kavya and her friends. The company IT Foundry (Creator) trusts Joanna (User) and will honour the relevant licensing agreements and will not use the information provided by them in an unpredictable way. Also, if Joanna is willing to give the project to the graduates, she should seek IT Foundry’s permission and then proceed with the projects with Kavya and her friends. In this case, Joanna is ignoring her moral responsibilities and knowingly committing an action that is unethical and a breach of trust.
With respect to the trust model what is the main ethical issue?
As per the model of trust(Grodzinsky et al., 2011, Pg. – 17),Joanna might breach the principle number 2 – Trust is a decision by a to delegate to b some aspect of importance to a in achieving a goal in order to reduce cost for the development of the project, which is a main ethical issue. Thus, when Joanna and IT Foundry were almost planning to move on with the IT Foundry for the analysis of the project, out of enthusiasm, she shares the plan with Kavya and Adam. Kavya suggests that there can be some savings done on the cost by giving the project plan created by IT Foundry to her friends who are pursuing master’s and can use that as a part of their project work. Also, Kavya and her friends are eager to work on the project since it will be a real time application.
What implications arise from the two ethical issues identified in questions 13 and 14?
There are chances that Joanna may change plans of engaging IT Foundry with the project since she will benefit with Kavya and her friends implementing the plan as a part of their Master’s program for no cost.
Also, Joanna might lose trust of the IT Foundry which might also hamper the relationship which was built by her and her father with few of the publications that she deals with like Fractal Publications, Continuum, MUP, OUP and Stanford Law Books etc. (Assuming that IT Foundry will be handling their future security upgrade of their B2B system)
From Joanna’s point of view, what options are there? Identify four options.
From Joanna’s point of view, the options she has are as follows:
She has to be completely honest with IT Foundry and propose that she would like her employee Kavya and her friends to do the project as part of their major project as it will save her a lot of money
Or else she can continue entering a contract with the IT Foundry and not share the work with Kavya’s friends.
Also, Joanna has an option to stick with IT Foundry as the provider of the new information system and get Kavya and her friends to collaborate with IT Foundry to work on the project together.
Finally, the last option is get only the initial proposal from IT Foundry and then wait for a period of time and with further consultation then finally decide to proceed with the project at a later date.
From a Joanna’s point of view, which option is best, and why?
From the options above, the best option from Joanna’s point of view is option 3, where she can get IT Foundry and Kavya and her friends to collaborate on the project and work on it as a team.
Implementing this will benefit Joanna since she is a trusting person as well as the IT graduates since they will get hands on experience by working on a real world project with professionals.
Also, IT Foundry has invested time and effort to come up with a likeable project plan which includes ideas from Joanna and her team thus if both the entities work together they will avoid breaching any principles or rules and can end the project without any disputes.
Hence, the moral thing to do is to keep IT Foundry informed of the decisions taken as it wouldn’t be ethical to steal the work they did for Joanna and give it exclusively to her employees to do as a project for their university.
Option 1 and 2 gets eliminated since it is not ethically correct to use IT Foundry’s work elsewhere. Also, option 4 is time consuming since Joanna, might have to wait for indefinite period and can be ruled out.
Conceptual development and risk identification
Consider the Socrates & Co case study and the systems planning you have completed. You may have completed the planning tasks with a lot of care. If so, your planning is more likely to be effective in supporting future project activities.
Consider a situation in which the planning tasks were conducted in a carelessmanner.
With respect to the systems planning tasks you completed above, identify risks for each of the following stakeholders. Your answer should have eight unique risks (two per stakeholder).
Socrates & Co.
Socrates and Co. may withdraw due to budget issues and might not choose to continue with the future information systems, which will lead to the project closure prematurely.
Since Socrates and Co. has to work simultaneously on running the existing business while planning for the future information systems, there might be lack of commitment and cooperation which might cause gap in the requirements gathered.
The wider community.
Since Socrates and Co. did not have any online presence, it will be difficult to market the website or mobile app to a wider community
Since new to the market, people not familiar to the bookshop will take time to trust the brand.
The IT profession.
IT Professionals (Kavya and her friends) are inexperienced and lack the skill and knowledge since they are still pursuing their degree hence working in a professional environment with IT Foundry willimpact the project schedule since they might require training to complete the task.
The students collaborating with the IT team to work on the project might withdraw mid-way from the project creatinga resource shortfall.
Your own future work tasks (assuming the project goes ahead).
The assumptions while planning the project might be inaccurate and some of the information might be misleading.
Might have overlooked some information, which will be important at a later stage of the project thus incurring more costs to the customer.
Select two of the risks from question 18. With reference to these two risks, what are your conclusions about the importance of attention to detail with respect to system planning?
Note: future assignments will ask you to reflect on the answer you give.
Tworisks from the above question are:
Socrates and Co. may withdraw due to budget issues and might not choose to continue with the future information systems, which will lead to the project closure prematurely.
The assumptions while planning the project might be inaccurate and some of the information might be misleading.
Conclusion:
The risks mentioned above highlight the need for attention to detail while calculating the budget and defining the scope of the project. We need a detailed analysis on economic feasibility to mention what all costs are going to be incurred. The owner of Socrates and Co. is looking at accommodating additional services like opening a caféwithin the current budget. If we don’t look into the details of what it would entail, it will create of shortage of funds, and risk the project before the scheduled end date, thus forcing the owner to withdraw the project prematurely.
Not for assessment
How many hours did you invest in this assignment?This information will be provided to future students in this course.
We have invested the following effort in compiling the answers:
Group members: 5
Effort spent per member: 6 hours
Total Effort: 6 hours x 5 = 30 hours
Thank you for the time and effort you have invested. I look forward to reading your submissio
Assumptions
Assumption with regard to Roles Allocation: Joanna is the Managing Director of the firm, while the key functions are being managed by the part time workers in the following allocation:
Kavya Amal, Sales Manager
Adam Matchoss, Supply Chain Manager
Rajavel Sulake, Inventory Manager
Priyam Farrukh, Finance Manager
Assumption with regard to current business process: There is no Point of Sales system currently in place in the business. Transactions are processed manually with no electronic system being used.
Assumptions with regard to assets and resources of the company: The company has the following assets and resources at the time of the initial investigation and project planning phase:
Cash Deposits worth 0.5 million AUD
Antiques having estimated net worth of 2 million AUD
Bills receivables of 50,000 AUD
Rare collection of victorian era books (original copies)
Asssumptions with regard to suppliers and publishers:The company has a network of 34 suppliers which are categorized as:
2 are special vendors dealing in rare books
17 are B2B publishers who offer easy returns of unpurchased books
15 are text book publishers
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IoT Security and privacy regime Research project
Research Project
Internet of Things
Choose one of the topics given below and submit a research project, which should not exceed 6000 words. Topics to select from but not limited to: • IoT Security and Privacy Regime/challenges in all domains of IoT • IoT Smart City • IoT Mining Industry • IoT Health Care • IoT Independent Living of Older Generation • IoT for Reducing Food Wastage in Australia • IoT in Finance Industry and Security Challenges • Business Intelligence in IoT • Future of Fog Domain • IoT and Data Analytics • Big Data challenges in IoT and Cloud • Machine Learning for Intelligent Decision Making in IoT • Blockchains/ Common Currency for IoT (eg IoTA) Challenges
If you want to choose other IoT related topics please talk to your lecturer before deciding.
Please use the template from the Student resource folder.
Tasks 1. Analyse the Task -Milestone 1 Due Date 23/03/20018
Analyse what is expected of you. This includes careful reading of the assignment task as specified in the Subject Outline. The executive summary of the research project to be written as an Abstract. For Analysis: i. What is the purpose of this report? ii. What is the topic you have chosen for your report? (The topic can be one specified as above, but you can come up with new ideas and topics of your choice in IoT) iii. What is the expected format of the report? (Refer to the format on Interact2) iv. Come up with a Problem Statement based on your topic, note it down and discuss it with your lecturer. v. Write a small executive summary as an abstract
Your assessment should be submitted in either MS Word or PDF format (PDF usually preserves the formatting, MS Word may not – submit ONLY one). Do not submit your assignment in any other format and also do not submit multiple copies of the assessment. Use A4 page size with Times New Roman/Arial/Calibri font and use font size 11 or 12. Please include a title, your student ID and name with your submission. Your name should also be included as a footnote, with page numbers in your document. The Assignment should be submitted on Turnitin.
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New Post has been published on https://punjabassignmenthelp.com/iot-security-privacy-regime-research-project/
IoT Security and privacy regime Research project
Research Project
Internet of Things
Choose one of the topics given below and submit a research project, which should not exceed 6000 words. Topics to select from but not limited to: • IoT Security and Privacy Regime/challenges in all domains of IoT • IoT Smart City • IoT Mining Industry • IoT Health Care • IoT Independent Living of Older Generation • IoT for Reducing Food Wastage in Australia • IoT in Finance Industry and Security Challenges • Business Intelligence in IoT • Future of Fog Domain • IoT and Data Analytics • Big Data challenges in IoT and Cloud • Machine Learning for Intelligent Decision Making in IoT • Blockchains/ Common Currency for IoT (eg IoTA) Challenges
If you want to choose other IoT related topics please talk to your lecturer before deciding.
Please use the template from the Student resource folder.
Tasks 1. Analyse the Task -Milestone 1 Due Date 23/03/20018
Analyse what is expected of you. This includes careful reading of the assignment task as specified in the Subject Outline. The executive summary of the research project to be written as an Abstract. For Analysis: i. What is the purpose of this report? ii. What is the topic you have chosen for your report? (The topic can be one specified as above, but you can come up with new ideas and topics of your choice in IoT) iii. What is the expected format of the report? (Refer to the format on Interact2) iv. Come up with a Problem Statement based on your topic, note it down and discuss it with your lecturer. v. Write a small executive summary as an abstract
Your assessment should be submitted in either MS Word or PDF format (PDF usually preserves the formatting, MS Word may not – submit ONLY one). Do not submit your assignment in any other format and also do not submit multiple copies of the assessment. Use A4 page size with Times New Roman/Arial/Calibri font and use font size 11 or 12. Please include a title, your student ID and name with your submission. Your name should also be included as a footnote, with page numbers in your document. The Assignment should be submitted on Turnitin.
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ASSESSMENT ITEM 2 | BACHELOR OF ACCOUNTING
ASSESSMENT ITEM 2 | BACHELOR OF ACCOUNTING | ACCOUNTING ASSIGNMENT
ACCOUNTING ASSIGNMENT HELP
Assessment item 2
Task
Question 1 [7%]
Role of accountants Kate Jones has enrolled in a Bachelor of Accounting at Charles Sturt University for session two (2) 2018. She has also been offered a cadetships at a local firm, either as a management or financial accountant. Kate would like more information on the two (2) roles before making a decision and has asked for your advice. Kate has had previous experience in preparing budgets for her father’s business, which she has enjoyed.
Required
Write a brief report (500-600 words) and with reference (in APA 6th style) to at least two but not more than four sources of information outside the textbook. Your report must include:
a table of contents;
an executive summary;
an overview of both roles;
an outline of the information each role provides and the users who rely on that information;
identification of any similarities and differences that exists between the two roles; and
a conclusion, with references to your findings, which role you would recommend.
Question 2 [4%]
Ethics
Jess Newman has just accepted a graduate position with GGH Accountants, one of the largest firms in her home town. Jess noticed one of her family friends, Ruby Hudson, is an old client of GGH Accountants. On her first week, when Jess was lodging some tax returns for Ruby, she noticed two expenses that she knew were not real. Jess approached her supervisor, Jack, and was instructed to include the expenses as their amount was not considerable and Ruby was a good client. Required
Use the Langenderfer and Rockness model (p.60 in your text) to discuss the ethical dilemma. You must use the steps in the model as headings (Maximum 400 words).
Question 3 [4%]
Business Structures
You work for Jason and David Partners, an accounting firm specialising in establishing businesses. Four clients have recently asked you for advice about the most appropriate business structure for their situation.
Alice and Sarah have been friends since childhood. Alice is a photographer and has many clients. Sarah is a well-established hairdresser. They want to go into business together to provide services for people who are planning to get married.
Hugh is a stay at home dad and has been making rocking chairs which he has been selling to his friends for fun. Hugh has been approached by a number of local stores who would like to stock his chair. Hugh would like to get more serious about his business but still keep his operation small so that he can be available for his children before and after school.
The Harold family, comprising 3 sisters and their adult children, are in the process of using a large inheritance to invest in property and shares for the benefit of all members of the family.
Julie and Robert have been running a garden hose manufacturing business for 5 years. Recently, demand has increased and they want to expand their operation. Julie and Robert expect that within the coming year they will need significant funds to purchase another warehouse and a large amount of equipment.
Required
For each client select and justify the most appropriate business structure from the following list:
sole trader • partnership • company (include the type of company in your response) • trust.
You should make reference to the main features of your selection and explain why it is the preferred option over the alternatives (maximum 400 words in total).
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CIS8009 | MANAGEMENT OF BUSINESS TELECOMMUNICATIONS
CIS8009 | MANAGEMENT OF BUSINESS TELECOMMUNICATIONS | IT ASSIGNMENT
IT ASSIGNMENT HELP
Background
You are required to find two organisations: one large organisation with more than 5,000 employees and one small-to-medium organisation with between 50-1,000 employees.
The size of these organisations is important as their current and future requirements would be different. When you are selecting these organisations, consider their footprint, such as are they operating within one country only, are they branching out to another country or are planning to do so, or are they already operating on a global scale? Other points you need to consider at this point is the type of business (pharmaceutical versus distribution for example). You may find some information on their history that provides some clues. You could look at their mission, vision, values statements. An organisation may be small now (they might have just started) and has the potential to grow. Some organisations pride themselves to be a family business and their expansion would encompass minimal risks, while large conglomerate organisations may have more assets to take larger risks. Some organisations are owned by another organisation, and this may impact their current and future situation differently.
Please do not contact any organisation to obtain information. There are security reasons why this information is not availably publicly. What you need to do for your assignments it to use the technical aspect of this course to make your own assumptions and deductions from the information that is publicly available. Then translate this into a managerial view.
In addition, it would be more beneficial and workable to select two organisations that do not have the same product or type or operation. This will assist you in the requirements of the other assignments in this course.
Using the course material you are now required to make further assumptions and write an industry research paper that will describe the business communications and business systems relying on the network-related elements of these two organisations. While the textbook provides you with technical information of network operation, you need to take the higher level view of how the networks can provide and help the management of the organisations. You need to differentiate the use of the networks between these two organisations. A larger organisation would have more complexity due to the factors outlined in the first assignment specifications. A smaller organisation may not have the necessary infrastructure as one would expect.
You need to familiarise yourself further with these two organisations and create an understanding how they would conduct their business (email, network connectivity), local or global, small family business. Consider that different types of businesses even in the same sector might have different requirements. Determine if the organisation is owned by another (this information may be available on the internet) and how that might have an impact on the use and design of communications in the organisations. Some of your assumptions can be based on what you may already know about an organisation. As you do your research, online, journal articles, or books, use the information from your reading to build support and arguments using Harvard citing.
Once you have built up a picture of these organisations network usage and design, you will then have integrated the course material in your description while focusing on the specifics of each organisation. You are not required to contact anyone from these organisations.
Structure of industry research paper
Using the USQ library search facility to locate suitable journal papers will provide you with a good understanding on how a paper is written. The focus here is not so much that you write a journal article, but that you write a document that applies the structure given below, and address the issues outlined in this specification. We are particularly looking for you to apply the course material to your description of the network-related elements. You need to show your understanding of the material, while describing each organisations network. This will result in unique content.
Organise your research paper in the following way:
Title (you are required to provide your paper’s title)
Your name and student number
Abstract (about 100 words)
Introduction
Body context (you could divide into several sub-sections if required)
Conclusion
The word-count limit for the introduction, body, and conclusion of this paper is set at about 3,000 words. It is part of the assessment that you meet this word count, as it will require you to address the specifications succinctly. Use five (5) or more resources for you Harvard in text citing and reference list. Please ensure that you apply the format correctly, and for your convenience, links to resources have been provided.
Submission requirements
Submit your assignment into EASE. Please note that the link will be visible to you only when the assignment is due. Do not email the essay to the course leader. If you are unable to upload, notify the course leader of the issue so that it may be resolved so that you can upload the assessment.
Marking criteria for research paper 1
Student name: ___________________________ Student number: ____________________
Marks Structured development of research paper Logical flow leading the reader from start to finish on a clear path of addressing /30 the assignment; clear identification and description of network usage; clearly differentiation of networks between the two organisations as outlined in the specification. Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5 Comment: Depth of research/ critical reflection Reason to support findings: critical evaluation and analysis of the two /30 organisations networks usingbook, journal article, report, news article on the internet); using sources to support description of the network-related elements of these two organisations. Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5 Comment: Understanding of key ideas and concepts Understood the course material; able to identify key ideas and concept within /30 a real life scenario of issues; able to explain an issue with the use of key ideas and concepts; able to relate own experience to course material and issue by introducing own perspective Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5
CIS8009 – Management of Business Telecommunications Semester 1, 2018 Comment: Evidence of support Citing and referencing: Correct format used for within text Harvard citing; /10 correct format used for Harvard reference list; used more than five (5) sources (book, journal article, report, news article on the internet) in addition to the course text book. Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5 Comment: Total /100 General Comments:
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CIS8009 | MANAGEMENT OF BUSINESS TELECOMMUNICATIONS
CIS8009 | MANAGEMENT OF BUSINESS TELECOMMUNICATIONS | IT ASSIGNMENT
IT ASSIGNMENT HELP
Background
You are required to find two organisations: one large organisation with more than 5,000 employees and one small-to-medium organisation with between 50-1,000 employees.
The size of these organisations is important as their current and future requirements would be different. When you are selecting these organisations, consider their footprint, such as are they operating within one country only, are they branching out to another country or are planning to do so, or are they already operating on a global scale? Other points you need to consider at this point is the type of business (pharmaceutical versus distribution for example). You may find some information on their history that provides some clues. You could look at their mission, vision, values statements. An organisation may be small now (they might have just started) and has the potential to grow. Some organisations pride themselves to be a family business and their expansion would encompass minimal risks, while large conglomerate organisations may have more assets to take larger risks. Some organisations are owned by another organisation, and this may impact their current and future situation differently.
Please do not contact any organisation to obtain information. There are security reasons why this information is not availably publicly. What you need to do for your assignments it to use the technical aspect of this course to make your own assumptions and deductions from the information that is publicly available. Then translate this into a managerial view.
In addition, it would be more beneficial and workable to select two organisations that do not have the same product or type or operation. This will assist you in the requirements of the other assignments in this course.
Using the course material you are now required to make further assumptions and write an industry research paper that will describe the business communications and business systems relying on the network-related elements of these two organisations. While the textbook provides you with technical information of network operation, you need to take the higher level view of how the networks can provide and help the management of the organisations. You need to differentiate the use of the networks between these two organisations. A larger organisation would have more complexity due to the factors outlined in the first assignment specifications. A smaller organisation may not have the necessary infrastructure as one would expect.
You need to familiarise yourself further with these two organisations and create an understanding how they would conduct their business (email, network connectivity), local or global, small family business. Consider that different types of businesses even in the same sector might have different requirements. Determine if the organisation is owned by another (this information may be available on the internet) and how that might have an impact on the use and design of communications in the organisations. Some of your assumptions can be based on what you may already know about an organisation. As you do your research, online, journal articles, or books, use the information from your reading to build support and arguments using Harvard citing.
Once you have built up a picture of these organisations network usage and design, you will then have integrated the course material in your description while focusing on the specifics of each organisation. You are not required to contact anyone from these organisations.
Structure of industry research paper
Using the USQ library search facility to locate suitable journal papers will provide you with a good understanding on how a paper is written. The focus here is not so much that you write a journal article, but that you write a document that applies the structure given below, and address the issues outlined in this specification. We are particularly looking for you to apply the course material to your description of the network-related elements. You need to show your understanding of the material, while describing each organisations network. This will result in unique content.
Organise your research paper in the following way:
Title (you are required to provide your paper’s title)
Your name and student number
Abstract (about 100 words)
Introduction
Body context (you could divide into several sub-sections if required)
Conclusion
The word-count limit for the introduction, body, and conclusion of this paper is set at about 3,000 words. It is part of the assessment that you meet this word count, as it will require you to address the specifications succinctly. Use five (5) or more resources for you Harvard in text citing and reference list. Please ensure that you apply the format correctly, and for your convenience, links to resources have been provided.
Submission requirements
Submit your assignment into EASE. Please note that the link will be visible to you only when the assignment is due. Do not email the essay to the course leader. If you are unable to upload, notify the course leader of the issue so that it may be resolved so that you can upload the assessment.
Marking criteria for research paper 1
Student name: ___________________________ Student number: ____________________
Marks Structured development of research paper Logical flow leading the reader from start to finish on a clear path of addressing /30 the assignment; clear identification and description of network usage; clearly differentiation of networks between the two organisations as outlined in the specification. Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5 Comment: Depth of research/ critical reflection Reason to support findings: critical evaluation and analysis of the two /30 organisations networks usingbook, journal article, report, news article on the internet); using sources to support description of the network-related elements of these two organisations. Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5 Comment: Understanding of key ideas and concepts Understood the course material; able to identify key ideas and concept within /30 a real life scenario of issues; able to explain an issue with the use of key ideas and concepts; able to relate own experience to course material and issue by introducing own perspective Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5
CIS8009 – Management of Business Telecommunications Semester 1, 2018 Comment: Evidence of support Citing and referencing: Correct format used for within text Harvard citing; /10 correct format used for Harvard reference list; used more than five (5) sources (book, journal article, report, news article on the internet) in addition to the course text book. Meets all the requires for this objective 15-20 Good work – minor issue 10-15 Requires more work 5-10 Very poor effort 0-5 Comment: Total /100 General Comments:
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CIS8100 | E-COMMERCE BUSINESS STRATEGY REPORT PROTOTYPE WEBSITE
CIS8100 | E-COMMERCE BUSINESS STRATEGY REPORT PROTOTYPE WEBSITE | DIGITAL ENTERPRISE
COMPUTER ASSIGNMENT HELP
Report: E-commerce Business Strategy 70 marks Report Structure and Presentation 5
Your report should include a title page, Table of Contents (including List of Tables and List of Figures if applicable) and Appendices.
Note: Make sure to state your name and student number in the report on the title page. State the word count of the report (Introduction to Conclusions & Recommendations)
Report Letter of Transmittal, Executive Summary and Introduction 5
(Introduction – approx. 250 words)
Your report should include a letter of transmittal, executive summary, and introduction to the report.
Note: Make sure to nominate a name for your prototype website and provide a brief rationale why you used this name in the Introduction to the report.
Report Section 1 – E-commerce Business Strategy (approx. 500 words) 15
A business strategy is a set of plans for achieving superior long-term returns on the capital invested in an organisation. There are five basic business strategies – Table 5.9 (pg. 360) in your textbook illustrates those strategies.
Select a business strategy that you think is relevant to your proposed online business and assigned business category.
When you consider your business strategy, you have to discuss the nature of competition in your market, types of products and services that you may be providing, unique value that you may be offering, distinguishing processes that you may be following, and level of personalisation and customisation that you may be able to offer.
Report Section 2 – E-commerce Business Models (approx. 1000 words) 20
Simply put, a business model is a plan for making money. With several million commercial Web sites to consider, there are a great variety of e-commerce business models. Many firms pursue multiple business models at once. Nevertheless, there clearly are dominant patterns to all this variety on the Web.
The textbook describes seven typical e-commerce B2C business models in Table 5.6. Assume your online business is adopting three business models from this list of seven models. Describe how the chosen business models are typically expected to generate revenue and earn profit for your business.
Report Section 3 – Web Analytics (approx. 500 words) 15
Web analytics is a software package that collects, stores, analyses, and graphically presents data on each of the stages in the conversion of shoppers to customers process on e-commerce sites.
Assume you are in the process of purchasing a web analytics software for your online business to help you better understand consumer behaviour at various stages of the online purchasing process. Discuss four key features of Web Analytics that will be useful to understand online consumer behaviour with relevant examples for your business. Include a short description of a current Web Analytics software that is popular in the market that you think will be most useful to your business.
Report: Conclusions and Recommendations to the Business (approx. 250 words) 5
Your report should include a separate conclusions and recommendations section.
Conclusions provide a summary of your key findings from the body of the report.
Recommendations provide a summary of the recommendations to your online business based on the research conducted in the report.
Report: Referencing and Appropriateness of Sources 5
Ensure that your reports are fully referenced , including any reference to the text book. Your report should include in-text references and a List of References.
Do not repeat verbatim large slabs of information from other sources such as the text – you must put the ideas/information in your own words.
You must use at least ten (10) academically sound sources other than the textbook in completing this report.
Checklist: Prototype Joomla! Website 30 marks
Ensure you setup your Joomla! website and complete the activities as listed in the checklist document. Your Joomla! Website URL should be accessible for the marker to assess the activities undertaken as per the checklist document.
Valid setup of Joomla! Website (5)
Template and layout is accessible and user friendly (5)
Content – key articles: Home, About, Contact (5)
Menu & Links (5)
Report: Website Development Journal 10
Prepare a journal that records your activities while developing the prototype website. In date order, clearly list the following:
Date of project activity
Full description of activity / discussion
Time duration of the activity
Submission Guidelines
Attach the two documents (Report & Checklist document) in Microsoft Word or PDF file format using the naming convention below, to your online assignment submission in the Assignment 2 area on the CIS8100 StudyDesk before midnight Australian Eastern Standard Time (AEST) on the day the assignment is due.
Upon completion of the submission process, check your UMail email account for an automatically generated confirmation email (if you do not have an email account, print out the Submission Complete screen before exiting the Submission System). You must check that the file name and file size are listed correctly – if there is a problem with either, please email the course leader immediately.
If you have difficulties submitting through the StudyDesk Assignments submission tool, email the course leader immediately for instructions on an alternative course of action. Any submissions after the due date is considered Late Submission and will be dealt accordingly.
Please note that:
The following is the USQ Assessment – Assignment (Late Submission) and Compassionate and Compelling Circumstances procedure that relate to Extensions and Late Assignments. They can be found under the following links:
Assessment – Assignment (Late Submission) Procedure:
Assessment of Compassionate and Compelling Circumstances Procedures:
Students seeking extensions for any Assignment work must provide appropriate documentation to support their request before the due date of the assignment (see points 4.3 and 4.4 in the Assessment of Compassionate and Compelling Circumstances Procedures above to see what is considered as Compassionate and Compelling reason for an extension and the level of documentation that will be needed).
An Assignment submitted after the due date without an approved extension of time will be penalised. The penalty for late submission is a reduction by five percent (5%) of the maximum Mark applicable for the Assignment, for each University Business Day or part Business Day that the Assignment is late. An Assignment submitted more than ten (10) University Business Days after the due date will have a Mark of zero recorded for that Assignment.
The StudyDesk Assignments submission tool will accept late assignments up until 23:55pm on the 10th University Business Day after the due date.
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