所有HND报告封面
HND金融大综合报告GU1 STAGE1 Planning报告参考
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Unit Name: Financial Services: Graded Unit 1Unit Code: H0Y6 34Stage 1 Planning WX ➕AYi-StudiosTable of Contents1.1 Introduction (1)1.2 Strategy for carrying out project (1)1.3 Sources of information and procedure (1)1.3.1 Sources of information (1)1.3.2 Procedure (2)1.4 How to gather information (2)1.5 Timescale for project (3)1.6 Identification of potential barrier (4)1.1 IntroductionIn the head of this report, I will make a self-introduction.Duncan Kennedy, I am an official journalist of financial column of a newspaper office.I have read your letter and understand your needs.I will choose duty-free items or low tax rate items for you.1.2 Strategy for carrying out projectFirst, I would primarily introduce the process of execute the financial analysis project in detail. And there is a strategy I will plan for completing the whole project. It is divided into three major steps, which is plan, execute and evaluate.The first step is to make a plan and time table.The next step is to find the items and seek various relevant information and collect available information from some different types companies’ official website on the Internet.Through comparative analysis and tax computation, I would consider many factors and choose the low-risk financial products for you.1.3 Sources of information and procedures1.3.1 Sources of informationPrimarily,I will introduces three main approaches for seeking and collecting available information or statistics effectively.The first approach is to use the Internet to research.The advantage of using the internet is that you can easily find the information,and it is convenient.The disadvantage is that I don’t know whether it is true or not.Through the Internet, I am able to seek out a wide range of information of financial management products.The second approach is to have a face-to-face counseling.The advantage of having an interview is that through face-to-face counseling,I can deeply understand the information.The disadvantage is that sometimes,I can not make an appointment with the managers and advisers.Through interviewing, I can find out a wide range of information and professional financial knowledge.The next approach is to consult a number of relevant books and brochures in the library. The advantage of reading the brochures is that the information isrealistic and available.The disadvantage is that some information has been out of date.Through reading the brochures,I will know more about the policy and regulation of law on some certain financial products.The last approach is to send a mail.The advantage of sending mail is that I can receive the detailed description.The disadvantage is that I don’t know whether he will write back or not.Through the mail,I can find out a wide range of information of financial management products.1.3.2 ProcedureFirst of all,I will use the Internet to research.After that, I will consult a number of relevant books and brochures in the library.The next step is to send a mail to the provider and make an appointment.In the meantime,I will ask him for some useful information.After receiving the information,I will have an interview with a professional financial adviser.1.4 How to gather informationFirst of all,I will buy some newspapers like The Finance Times to seek out a wide range of information of financial management products.Second,I will browse many financial companies’ official website and search some useful information via the internet.I will use some powerful search engine like Google to consult the usability of financial products.Third,I will choose a library and enquire the book manager how to find the brochure about financial management and certain financial product.The final step is to have an interview.In order to make an appointment,I will make a phone call in advance.And then we will discuss the information about the product.1.5 Timescale for projectTable 1 Timescale for project1.6 Identification of potential barrierDuring the process of researching information, there are some potential obstacles and problems in the period of this time.The first potential barrier is lack of enough professional knowledge.During the process of researching information,I may notice there are some specialized knowledge that I don’t know.So I think the solution is to ask a professional financial adviser for help.The second potential barrier is that I may not make an appointment following my own wish.Because sometimes, the senior manager or adviser are very busy.So the solution is to make an appointment at least ahead of half a month.ReferencesInvestment. (2016). 2nd ed. Hanover: Scottish Qualification Authority, p.147.。
HND公司法清算报告
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HND公司法清算报告——本人自己的答案题目WINDING UPThe law of insolvency and the relatively new concept of the administration order designed to nurture ailing companies back to health, are largely outside the scope of this book. Some of the legal issues flowing from an insolvent winding up have already been considered, such as fraudulent and wrongful trading1 and the avoidance of certain floating charges and preferential payments.2 It is necessary in this chapter, however, to deal with some of the provisions and procedures which, from the company law point of view, bring the company’s life to an end. The existence of a company is brought to an end by winding up and, ultimately, dissolution. The dissolution brings to an end the company’s legal personality. The most likely reason for a company to be wound up is that it has become i nsolvent, that is, unable to pay its debts. This is by no means the only reason, though, and a company can also be wound up when it is quite solvent. Despite this, and rather confusingly, the provisions relating to all types of winding up are contained in the Insolvency Act 1986 and subordinate legislation, such as the Insolvency Rules 1986.3 References to sections in this chapter will be to the Insolvency Act1986, unless otherwise indicated.THE TYPES OF WINDING UPThere are two basic types of winding up: compulsory winding up and voluntary winding up.Compulsory winding upThis type of liquidation is ordered by the court. Section 122(1) provides a number of circumstances or grounds on which a company may be wound up by the court and most of these are not concerned with whether the company is solvent or not. The mainones are:(a) the company has, by special resolution, resolved that the company be wound up by the court;(b) the company is unable to pay its debts;1 See pp 80–88.2 See pp 333–37.3 SI 1986/1925.Company Law(c) the court is of the opinion that it is just and equitable that the company should be wound up;4 and(d) the company does not commence its business within a year from its incorporation or suspends its business for a whole year.An application for a winding up order is by petition and can be made by the company or the directors or by any creditors, contributories (that is, members or certain former members)5 or even by the clerk of a magistrates’ court (to enforce fines which have been imposed on but not paid by the company).6 For the purposes of s 124(1) ‘directors’ means the board of directors and there must either be a formal board resolution in favour of winding up, in which case if it is passed by a majority all the directors are bound by it and the petition will be in all of their means.7 Alternatively, the board can act unanimously in petitioning for winding up where they have notpassed a formal board resolution.8By s 123, a company is deemed to be unable to pay its debts if a creditor of the company who is owed more than ?750 serves on the company at its registered office a written demand, in the prescribed form, requiring the company to pay the sum due and the company has not paid it for three weeks;9 if an execution or other process issued on judgment in favour of a creditor is returned unsatisfied; or if the court is satisfied, on the evidence presented to it, that the company is unable to pay its debts as they fall due.10Finally, by s 123(2), a company is also deemed to be unable to pay its debts if it is proved, to the satisfaction of the court, that the value of the company’s assets is less than the amount of its liabilities, taking into account its contingent and prospective liabilities.The court is given a wide discretion by s 125 on the hearing of a winding up petition, for example, it may dismiss it if the majority of creditors are opposed to it or the court may adjourn to take the views of creditors. However, if it makes the order, then a liquidator has to be appointed. In fact, by s 135, the court is given powers to appoint a provisional liquidator at any time after the presentation of the petition. Once a winding up order is made, the official receiver becomes the liquidator and remains in office unless or until anotherperson is appointed.11 By s 136(4) and (5), the official receiver is4 See p 374.5 See Insolvency Act 1986, s 79.6 Ibid, s 124.7 Re Equiticorp International plc [1989] 1 WLR 1010.8 Re Instrumental Electrical Services [1988] BCLC 550.9 If there is a bona fide dispute about the debt, the petition can be dismissed as an abuse of the process: Re A Company [1991]BCLC 464.10 See, eg, Cornhill Insurance plc v Improvement Services Ltd [1986] BCLC 26.11 Insolvency Act 1986, s 136(2).Winding Upgiven a number of powers and duties to perform, regardless of whether he is retained as a company’s liquidator or not, for example, summoning meetings of the company’s creditors and contributories.Once the court makes the winding up order, by s 129(2), the winding up is deemed to have commenced at the time of the presentation of the petition. This retroactive effect can have an important consequence for the recipient of the company’s pr operty, since, by s 127, any disposition of such property made after the commencement of the winding up is void, unless the court orders otherwise. This also applies to a transfer of shares or a change in the company’s membership during that time. In Re Gray’s Inn Construc tion Co Ltd,12 Buckley LJ gave the following guidance on when the court will exercise its discretion under s 127:Since the policy of the law is to procure so far as practicable rateable payments of the unsecured creditors’ claims, it is ... clear that the court should not validate any transaction ... which might result in one or more pre-liquidation creditors being paid in full at the expense of other creditors, who will only receive a dividend, in the absence of special circumstances making such a course desirable in the interests of the unsecured creditorsas a body.He then continued:A disposition carried out in good faith in the ordinary course of business at a time when the parties are unaware that a petition has been presented may, it seems, normally be validated by the court ... unless there is any ground for thinking that the transaction may involve an attempt to prefer the disponee, in which case the transaction would probably not be validated.However, the policy against allowing certain pre-liquidation creditors to be preferred has no relevance where there is:... a transaction which is entirely post-liquidation, as for instance a sale of an asset at its full market value after presentation of a petition. Such a transaction involves no dissipation of the company’s assets, for it does not reduce the value of those asset s. It cannot harm the creditors and there would seem to be no reason why the court should not, in the exercise of its discretion, validate it. A fortiori, the court would be inclined to validate a transaction which would increase, or has increased, the value of the company’s asse ts ...The functions of the liquidator of a company which is being wound up by the court are stated by s 143 to be:... to secure that the assets of the company are got in, realised and distributed to the company’s creditors and, if there is a surplus,to the persons entitled to it.To ensure that this is possible, on the making of the winding up order, the powers of management which were enjoyed by the company’s directors pass to the liquidator, who then has complete control over the company13 and can,12 [1980] 1 WLR 711, pp 718–19.13 Measures Bros Ltd v Measures [1910] 2 Ch 248.Company Lawfor example, initiate proceedings on its behalf to recover assets belonging to the company. The powers of the liquidator are dealtwith generally at p 394.A liqui dator is not a trustee of the company’s assets for individual creditors and contributories14 but he does owe fiduciary dutiesto the company and, therefore, must act in good faith and not make secret profits.15He is acting as an agent of the company; therefore, if, in exercising his functions, he properly makes a contract on behalf of the company, he is not personally liable if there is a breach of that contract.16 He can be held liable in misfeasance proceedings under s 212, if he has improperly retained property or had improperly or unnecessarily paid out the company’s money, and these proceedings can be instituted by any creditor or contributory. The basic position, function and role of the liquidator are the same whether the winding up iscompulsory or voluntary.Voluntary winding upThe company can resolve, by special resolution, that the company be wound up or, more quickly, by extraordinary resolution, that it cannot, by reason of its liabilities, continue its business and that it is advisable to wind up.17 A copy of the resolution has to be forwarded to the registrar within 15 days and the company has to give notice within 14 days of the resolution by advertisement in theGazette.By ss 86 and 87, a voluntary winding up is deemed to commence at the time of the passing of the resolution to wind up and the company shall, from that date, cease to carry on its business, except so far as may be required for its beneficial winding up.18 A petition can be presented after the commencement of a voluntary winding up for a compulsory winding up order and, if one is made, then the date of commencement of compulsory winding up is backdated to the date of the resolution for voluntary winding up. This may, again,have significant consequences because of s 127.19Ther e are two different types of voluntary winding up. A members’ winding up is a voluntary winding up where a directors’ statuto ry declaration of solvency has been made and a creditors’ winding up is one where such a declaration has not been made.2014 Knowles v Scott [1891] 1 Ch 717.15 Silkstone and Haigh Moore Coal Co v Edey [1900] 1 Ch 167.16 Re Anglo-Moravian Hungarian Junction Rly Co ex p Watkin (1875) 1 Ch D 130.17 Insolvency Act 1986, s 84.18 Ibid, s 87(1).19 See p 391.20 Insolvency Act 1986, s 90.Winding UpMembers’ voluntary winding upThe statutory declaration of solvency essential to this form of winding up is made by the directors (or, in the case of a company having more than two directors, a majority of them), at a meeting, to the effect that they have made a full enquiry into the company’s affairs and that they have formed the opinion that the company will be able to pay its debts in full, together with interest, within such period, not exceeding 12 months from the commencement of the winding up, as may be specified in the declaration.21 To be effective, the declaration must be made within five weeks immediately before the passing of the resolution to wind up and must include as recent a statement of the company’s assets and liabilities as practicable.22 This declaration must then be delivered to the registrar within 15 daysafter the passing of the resolution to wind up.23Unlike certain statements directors are required to make where a company’s capital is affected,24 there is no direct involvement of the company’s auditors, though a director who makes a declaration without having reasonable grounds for the opinion that the company will be able to pay its debts is liable to imprisonment or a fine or both. Further, if the company is wound up within five weeks after the making of the declaration and its debts are not paid in full, then there is a presumption that the director did not have reasonable groundsfor his opinion.25By s 91, the company, in general meeting, in a member s’ winding up appoints one or more liquidators. This is the advantage of the directors being able to make the statutory declaration of solvency, since, if they control the general meeting, they will be able to appoint a liquidator who they believe will be less inquisitive as regards their own conduct than one appointed by the creditors. This is a reason why directors would not wish a petition to be presented under s 122(1)(a) after the passing of a special resolution to wind up the company. However, there a re provisions for converting a members’ into a creditors’ winding up if the liquidator is of the opinion that the company will be unable to pay its debts within the period stated in the statutory declaration.26The liquidator must call a general meeting o f the company as soon as the company’s affairs are fully wound up.27 At this meeting, the liquidator must lay before it an account of the winding up, showing how it has been21 Insolvency Act 1986, s 89.22 Ibid, s 89(2).23 Ibid, s 89(3).24 Eg, Companies Act 1985, s 156.25 Insolvency Act 1986, s 89(4).26 Ibid, s 95.27 Ibid, s 94.Company Lawconducted and how the company’s property has been disposed of and he must explain the account to the meeting.Creditors’ voluntary winding upIn this type of liquidation, the company must cause a meeting of its creditors to be summoned for a day not later than the 14th day after the day on which the meeting is to be held at which the resolution for voluntary winding up is proposed.28 Further, it must cause notices of the creditors’ meeting to be sent to the company’s creditors not less than seven days before the meeting is to be held and to advertise the meeting in the Gazette and two newspapers. By s 100, the creditors can nominate a person to be the liquidator of the company. If they do so, then he becomes the liquidator; if they do not, then the company can nominate someone.The creditors of the company can also appoint a liquidation committee consisting of not more than five persons, whereupon the company can appoint up to another five persons to the committee.29 This committee can then liaise with the liquidator without the need for the liquidator to convene full creditors’ and members’ meetings. The liquidator is under an obligation to report to the committee all such matters as appear to him to be, or as they have indicated to him as being, of concern to them with respect to the winding up.30The liquidator is under a similar obligation in a creditors’ winding up as he is under a members’ windin g up in respect of calling a general meeting of the company when the company’s affairs are fully wound up,31 except that he must also call a meeting of th ecreditors for the same purpose of laying the account before it.Powers of the liquidatorThese are contained in ss 165–68 and Sched 4 of the 1986 Act. The legislature has made three categories of powers, the categorisation being relevant to whether or not the powers can be used with or without sanction in particular types of winding up and ss 165–67 provide what constitutes the relevant sanction in a particular winding up. So, as an overview, Part I of Sched 4 contains:(a) the power to pay any class of creditor in full;28 Insolvency Act 1986, s 98.29 Ibid, s 101.30 Insolvency Rules 1986, r 4.155.31 Insolvency Act 1986, s 106.Winding Up(b) the power to make compromise or arrangement with creditors; and(c) the power to compromise on such terms as may be agreed, all calls, debts, liabilities and claims between the company and acontributory.These powers are only exercisable by the liquidator with sanction and, in a members’ voluntary winding up, that sanction is provided by an extraordinary resolution of the company; and, in a creditors’ voluntary winding up or in a compulsory winding up, with the sanction of the court or the liquidation committee (or, if there is no such committee in the case of a creditors’ voluntary w inding up, withthe sanction of a meeting of the creditors).32Part II of Sched 4 contains:(a) the power to bring or defend any action or other legal proceedings in the name and on behalf of the company; and(b) the power to carry on the business of the company so far as is beneficial for its winding up.These powers are exercisable without sanction in a voluntary winding up but only with the sanction of the court or liquidationcommittee in a compulsory winding up.Part III of Sched 4 contains:(a) the power to sell any of the company’s property by public auction or private contract, with power to transfer the same;(b) the power to do all acts and execute all deeds and documents in the name and on behalf of the company and to use thecompany’s seal for that purpose;(c) the power to prove or claim in the bankruptcy or insolvency of any contributory;(d) the power to draw or make any bill of exchange or promissory note in the name and on behalf of the company;(e) the power to raise, on the security of the assets of the company, any money which he may need;(f) the power to appoint agents; and(g) the power to do all such othe r things as may be necessary for winding up the company’s affairs and distributing its assets.These powers are exercisable by the liquidator, in any type of winding up, without sanction.In s 168, a liquidator in a compulsory winding up is given a number of other specific powers, such as the power to summon generalmeetings of32 Insolvency Act 1986, ss 165(2) and 167(1).Company Lawcreditors or contributories for the purpose of ascertaining their wishes, and the liquidator can apply to the court for directions in relation to any particular matter arising in the winding up. Further, the liquidator may use his own discretion in the management of the assets and their distribution among the creditors, subject always, though, to the other provisions of the Act and, in particular, the order in which the assets are to be distributed (see below). By s 168(5), if any person is aggrieved by an act or decision of the liquidator, that person may apply to the court, which is given a wide discretion in the order it can make. Similarly, by s 167(3), it is stated that, in a compulsory winding up, the exercise by the liquidator of the powers conferred by Sched 4 is subject to the control of the court and any creditor or contributory may apply to the court with respect to any exercise or proposed exercise of any of the powers. In Re Edennote Ltd,33 Nourse LJ confirmed what was the correct test for when the court will intervene:... namely (fraud and bad faith apart) that the court will only interfere with the act of a liquidator if he has done something so utterly unreasonable and absurd that no reasonable man would have done it.That would include, as it did in this case, where the liquidator simply sold an asset of the company without taking into account the possibility that a third party might well have made a better offer than the person to whom it was sold.The distribution of the company’s assetsOnce the creditors have proved their debts in the winding up, according to the Insolvency Rules 1996, the liquidator must distribute the available remaining assets of the company to those entitled. The property of the company which is subject to a valid fixed charge must be used first to satisfy the debt which is secured by the charge. Then, in outline, the order is as follows:(a) the costs and expenses of the liquidation, including the liquidator’s remuneration;34(b) the preferential debts, which are defined by s 386 and Sched 6 of the 1986Act. These are such debts as are owed to the Inland Revenue for up to 12months’ PA YE payments (money which has been deducted by thecompany from employees’ wages but not passed on to the Revenue); tothe Customs and Excise in respect of six months’ VAT; to the Departmentof Health and Social Security in respect of employers’ National In surancecontributions; and employees who are entitled to claim unpaid wages for33 [1996] 2 BCLC 389.34 Insolvency Act 1986, s 115 (in cases of voluntary liquidation); Insolvency Act 1986, s 175(2)(a) (in all liquidations).Winding Upthe four month period before the winding up as a preferential debt (up to a maximum of ?800) together with accrued holidayremuneration;35(c) the floating charges.36 As Re Barleycorn Enterprises Ltd37 shows, an asset which was initially subject to a floating charge is exempt from the charge in order to pay the costs and expenses of the liquidation. (Hence the importance of the ability to take fixed charges over certain types of assets such as book debts.) Further, in Re Portbase Clothing Ltd,38 Chadwick J held that ‘assets’ which could be used to pay the costs and expenses of the winding up included property comprised in or subject to a charge which was originally created as a floating charge, but which had crystallised before the commencement of the winding up;(d) the unsecured creditors. In the case of certain debts, there is a postponement, so that they cannot rank pari passu with theordinary creditors. This applies, for example, to shareholders in respect of outstanding dividend payments;(e) repayment of capital to preference shareholders; and(f) repayment of capital to ordinary shareholders.In a solvent winding up, where there is a surplus left after the initial distribution, then the company’s constitution will p rovide to whom the surplus is to be paid. This is normally the ordinary shareholdersDISSOLUTIONWhere a company is wound up voluntarily and the liquidator has sent his final account and return to the registrar, who registers them, the company is deemed to be dissolved after the expiry of three months from the date of registration.39 This period can be extended on application by the liquidator or any other person who appears to the court to be interested.40Where the winding up is by the court, the liquidator must, when the winding up is for practical purposes complete and the liquidator is not the official receiver, call a final general meeting of the company’s creditors, which receives the report of the windi ng up and determines whether to release the liquidator.41 After this meeting has been held, the liquidator must give notice35 Insolvency Act 1986, s 175. Preferential debts rank equally between themselves.36 Ibid, s 175(2)(b).37 [1970] Ch 465.38 [1993] Ch 388.39 Insolvency Act 1986, s 201(1) and (2).40 Ibid, s 201(3).41 Ibid, s 146(1).Company Lawto the court and the registrar, stating whether the creditors gave him the release or not and he must also send copies of the report to the registrar and the official receiver. The liquidator then vacates office as soon as he has given notice to the court and the registrar and the company is dissolved after the expiry of three months.42 This is subject to a possible application by the official receiver or any other interested person to the Secretary of State, who can defer the dissolution of the company if he thinks fit.43Where the official receiver is the liquidator of the company in a winding up by the court, there is no final meeting of creditors but the official receiver gives notice to every creditor of the company of his intention to give notice to the Secretary of State and to the registrar and to state that the winding up is for practical purposes complete and, thereupon, he obtains his release.44 The registrar then registers the notice given by the official receiver and the company is dissolved after the expiry of three months.45 Again, there is power vested in the Secretary of State to defer dissolution on the application of the official receiver or any interested party.46STRIKING OFF DEFUNCT COMPANIESSection 652 of the Companies Act 1985 gives the registrar the power to strike defunct companies from the register of companies. By s 652(1), if he has reasonable cause to believe that a company is not carrying on a business, he can set in motion a procedure which will ultimately lead to the company being struck off. However, where a company is struck off, the liability of every director or member of the company continues as if the company had not been dissolved.47There is now a procedure introduced under the Deregulation andContracting Out Act 1994 and contained in s 652A–F of the Companies Act1985, whereby a private company can apply to the registrar for a speedystriking off. The application is made by the directors of the companyconcerned. Ironically, given that the aim of the Act is deregulation and theabolition of formalities for small businesses, it has been deemed necessary toadd several pages of provisions to the Companies Acts in order to protectinterested parties such as creditors.42 Insolvency Act 1986, ss 172(8) and 205(2).43 Ibid, s 205(3).44 Ibid, s 174(3).45 Ibid, s 205(2).46 Ibid, s 205(3).47 Companies Act 1985, s 652(6).。
HND-财政预算OUTCOME-34报告
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A financial analysis report for Tricol plcOutcome 3and4Class;10E6Name:Ma bodaSCN:Candidate Num:22IntroductionTo operate better in financial aspect, the management of Tricol plc asked me to analyze their financial condition then make recommendations for them.FindingsPart A(ⅰ) Flex budget in line with actual activity(ⅱ) Variances calculationDirect material total variance(Standard units of actual production*standard price) -(actual quantity*actual price) (4 kg*1,600*£10) -£61,600 =£2,400 (F)Rate of significance: (3.75%)Direct material usage varianceStandard price*(standard units of actual production -actual quantity)£10*[ (4kgⅹ1,600) -5,600kg]= £8,000 (F)Rate of significance (12.5%)Direct material price varianceActual quantity * (standard price -actual price)5,600kg*[£10 -(£61,600/ 5,600kg) ]= £(5,600) (A)Rate of significance: (8.75%)Direct labour total variance(Standard hours of actual production*standard rate ph) - (actual hours*actual rate ph) [ (2hrs*1,600) *£9]-£35,200=£(6,400) (A)Rate of significance: (22.22%)Direct labour efficiency varianceStandard rate ph* (standard hours of actual production -actual hours)£9*(2hrs*1,600-3,520hrs)=(2,880) (A)Rate of significance: (10%)Direct labour rate varianceActual hours*(standard rate ph – actual rate ph)3,520hrs*(£9*-£35,200/3,520hrs)= £(3,520) (A)Rate of significance: (12.22%)Total overhead varianceTotal standard overhead for actual production -total actual overheads(£18,000/12+£2,500+£2,200+£2,000)- (£1,500+£2,500+£2,200+£2,400)=£(400) (A)Rate of significance: (3.5%)(ⅲ) Report about variancesDirect material varianceThe direct material total variance can be analyzed in two aspects which are direct material volume and direct material price.For volume side, as calculated above, the budget volume is 6400kg; the actual volume is 5600kg.So there is 800kg variance which is favorable and each unit variance is0.5kg.The likely reason causing the variance comes from three aspects.First of all, the company upgraded the production machinery recently, and new machine may use materials efficiently, so it reduced the waste of materials.Secondly, the company switched suppliers and using higher-grade materials can decrease waste of materials too.Finally, the company has concluded a higher-than-expected wage settlement forproduction operatives, which will maintain employees with higher skills as well as decrease turnover of employees, and it also can increase efficiency in using materials.For price aspect, the budget price is £10 per kg, and the actual price is £11per kg, it is adverse that one pound over the budget price.The company switching suppliers may cause the increase of negotiation cost.There may be a long-term relationship between Tricol plc and its old suppliers, so the suppliers may take lots of discounts to the firm.After changing suppliers, the discount may disappear.Furthermore, higher grade materials increased unit price.Overall, the total material variance is favorable.£8,000 -£5,600=£2,400.Direct labour varianceThe direct labour total variance is composed of direct labour efficiency variance and direct labour rate variance.The budget direct labour hours are 3,200hrs and the actual labour hours are 3,520 hrs.There are more 320hrs needed than the budget, and each unit is 0.2hrs, which it is obviously adverse.The company upgrading the production machinery may need time for employees to adopt it.Also, employees need training time.The rebuild process of machinery consumed time too.In a word, the chargeable hours have increased.The budget direct laour hours rate is £9 per hour, the actual hours rate is £10 per hour.It is adverse that one pound higher than budgeted.It is possible caused by both internal and external factors.Higher-than-expected wage settlement may be internal reason for the variance, and new machinery may be needed to recruit new employees to operate the machinery, which also can increase the expense.For external factors, the changing of labour market may increase labour cost; the government legislation alsocan increase the labour cost, for example minimum pay.Both direct labour efficiency and direct labour rate variances are adverse, so the direct labour total variance is adverse.✧Overhead varianceAs calculated above, total overhead variance is caused by administration and insurance.Each factor has £200 variance, so the total overhead variance is £400 and it is adverse.During the process of changing supplier, the company needed more expense on public relationship or negotiation, in addition, in order to maintain the new machinery, administration cost will be increased too.For insurance aside, the improvement of machinery will need more insurance fees to cover, which also contributes to the increase of insurance fee of new employees.Part B◆Selection and application of two investment appraisal techniquesAs the company is keen to recoup the cost of the investment within five years, I will choose Payback period and Net Present Value to help me complete the appraisal.In order to fulfill the appraisal easily, there are some assumptions listed below should be considered before the appraisal.⑴ All revenue and inflow are assumed cash flow⑵ All investment cost incurred in year 0⑶ No uncertainty is considered⑷ Do not consider inflation and taxation⑸ Market rate of return is expected rate of return⑹ Rate of return is varying along with timeNote: req uire 40,000/320,000 in year 5= 1/8*year=1.5 moths Payback=4 years 1.5 moths◆Recommendation about investmentAccording to Payback Period analysis, the investment cost can be recouped in year 4 and 1.5 moths.In other words, the period is under company’s expectation.The project can be executed.However, according to Net Present Value analysis, in terms of present value, within five years, what the NPV will bring net result is net cash loss but not net cash surplus.In general, the company should consider time value and other factors, so the project should not be executed.◆Factors impact on the investment should be consideredVarious factors will impact on result of investment.I will outline factors should be considered when the management reviewing my recommendation in financial and non-financial factors.✧Financial factorAs distribution arm is financial long-term beneficial project, it can be used inlong-term period and bring benefits continuous.The investment cost is £1,000,000, which can be considered a large investment.So it more likely needs long period payback period.The management should focus on longer cash flows for longer periodof future.On the other hand, Net Present Value in year five is (28,000) only take 2.8% percents of the investment cost, it is more likely surplus in year six.Another financial factor is source of million pounds.If it is internal source, the management mainly concentrate on opportunities cost.If it is cost of capital or cost of capital taking much weight of the source, the management must pay cost of the source firstly, the marketing rate of return likely low for the company, in addition, the management should use higher discounted cash flow.Non-financial factorThe investment must be consistence with company’s strategic plan.As Tricol is a plc, it must take social responsibility such as obeying government policy, minimizing impact on environment and minimizing impact on natives.ConclusionFor real competition is more complex and fierce, in order to make accurate decisions, management should consider more factors during the decision-making; furthermore, the management should use more tools to help them such as IRR, DCF.。
HND-商务沟通技巧报告
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Communication: Analyzing and Presenting Complex CommunicationOutcome 1DE3N 34Candidate name:Class and Grade :REPORT ON CUSTOMER SERVIC IN CAMBRIDGE UNVERSITYTABLE OF CONTENT1.0Introduction…………………………………………。
.12.0Procedure…………………………………………….。
13.0Customer care (1)4.0The teaching system of school……………………….。
..1 4.1The teaching facility 。
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2Teacher resource and quality……………………………………。
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3The library of school……………………………………………..。
25.0 The life in the school (3)5.1 Canteen…………………………………………………...……。
..35.2 Dormitory of school ………………………………。
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.36。
0 The entertainment of school (4)6.1 Sports..........................................................。
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2 Activity and amusement.....................................。
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0 Conclusion (5)8.0 Recommendation (5)9.0 Bibliography (6)10。
HND 商沟报告(3)(1)
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1.0 introduction reportThis report aims at investigating the Southwest Airlines on its customer service, clarifying its customer service strategy based on its regular basis. Southwest Airlines was established in 1967 by Herb Kelleher. In 1971, it began operating as an intrastate airline wholly within the state of Texas. The airline has more than 55,000 employees as of July 2017 and operates more than 4,000 departures a day during peak travel season. Southwest Airlines has only operated Boeing 737 jetliner models, except for the period from 1979 to 1987. Now, it is the largest airline in the United States by number of passengers carried domestically per year and the largest airline in the world by number of passengers carried. It also the world’s largest low-cost carrier. This report starts displaying that company how to build a good relationship with customers and consolidate it by analyzing its information collecting system, current commitments for improvement. The general conclusion of the distribution problem is drawn and the corresponding solutions to the unsatisfactory factors are proposed2.0 Procedures.I looked up information about Southwest airline via the Internet. I collected customer comments from Southwest airline’s website for Southwest airline over the years. Then I collected the process of Southwest airline to deal with customer feedback from the tripartite website.I also learned about the changes that Southwest airline has made to the company's existing problems through the news on the Internet.3.0 findings3.1 the reputation of customer careSouthwest airline's customer care has been very successful. Three aspects can be summarized from customer reviews. On the one hand, food on the plane, Southwest airline Airlines has a special food for children, and each passenger's meals are carefully designed to provide passengers with a good mood to eat.On the other hand, the infrastructure on the plane is very humanized, providing child seats and seating formats that ensure the privacy of the customer on the premise of being spacious and comfortable. The last part is that the entertainment facilities are very rich. All passengers are equipped with optional audio-visual system. First class and business class are equipped with private screens and all kinds of channels. Southwest airline also has its own online store and about 1000 retail partners, so passengers can enjoy shopping time easily.These full-scale customer service earned a lot of satisfaction from customer, which built a excellent reputation in customer’s mind and word of mouth. But nowadays, they faced that many good airline companies in the same line of businessBut in other side, there are also unsatisfied with respect to entertainment facilities, to be more specific, films in the person entertainment equipment are only confined to English, therefore, there are a lot of moans that come from other countries passenger. Apart from this, online check-in system also bring some inconvenient for customers, some customers reflect that the online check-in system just open to first class, thus they cost much time on it.3.2 how has customer feedback been collected and managed Southwest airline has a special approach to collecting customer feedback. Southwest airline has a global liaison office and a global office in 80 countries. Each office has a separate hotline and email address to receive customer feedback. In addition, on Southwest airline's website, customers can also fill out submissions to provide feedback, and companies can also get feedback from customers through a third-party site or get it from Southwest airline's official app, which can be useful for collecting customer feedback.Southwest airline has a customer-centric approach. In the face of customer feedback, employees listen carefully, understand customers' demands, find out the job omission and apologize, inform management and make decision. Southwest airline deal with customer feedback process is not simple enough, processing speed is slow.4.0 conclusionThis report analyzes the Southwest airline Airways in customer care service. From the honor of Southwest airline, can be seen the customers love it and have higher expectations. Southwest airline collection of customer feedback has many special methods. Southwest airline in order to achieve the vision of the world's best airline, it will be aimed at the safety and needs of customers, improve customer satisfaction, to maximize meet customer demand, they have to deal with the existing problems started to adjust and make the action.5.0 RecommendationsCustomers have dissatisfaction on with the customer care aspect of Southwest airlines, as far as southwest airline is concerned, to solve these problems, the company need to introduce more abundant sources to meet customers from different countries. Apart from this, the problem regarding online check-in system should be focusing as well, this system cannot be just open for first class, as well as their economic customer, furthermore, most of airline companies offer seat-select service in online, this is means that southwest also should be keep pace with the times to support more convenient service to all customers.。
HND市场营销报告outcome(可打印修改)
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Outcome10 If you need more report of HND, please come to Wonder(App.) to find me.1 Identify three key characteristics of the marketing concept.The first is to fully understand customer's needs and market, and formulate customer-oriented marketing strategy. Firstly, companies should investigate customers and markets, and then process market and customer information. These will determine the customers they want to serve, which means the target market and how they can better serve, which means their value orientation. When a company decides who they serve, it will find the target market by segmenting the market and targeting the level, time and nature of customer demand. Then they differentiated and found their place in the market.The second is to establish a complete market plan to provide customers with better value. We should pay attention to the following four aspects about how to provide better value for customers. First, the company designs products and services, such as product diversity, quality, brand name, packaging, etc., to bring strong brands to customers. In terms of price, companies need to create real value. In terms of promotion, the company can carry out advertising, personnel sales, price promotion and so on. There are many distribution channels and supply chains in the local area.The third is to establish profitable relationships with customers and maintain customer satisfaction. The toy company should establish a good and solid relationship with the selected customers in order to achieve continuous benefits. In managing partnerships, companies should also build strong relationships with their partners.2 Explain and give examples of key factors influencing the micro and macro environment of Day Dream Toys.In the micro environment, the factors that affect the company's customer service usually include the company, competitors, suppliers, customer markets, the public and marketing intermediaries. There are more than 1000 senior managers, financial personnel, purchasing personnel, R&D personnel, accountants, operators and so on. These organic and related combinations together form the internal environment. The whole company should cooperate with the marketing department and take the market as the leading factor. Just as the company has formulated a series of limited wooden toys for preschool education, this is the demand of their target customers. The whole company should understand and create value. For companies, their competitors are the other toymakers. Over the years, they have been always looking for their place. And they finally find their customer market is mainly dominated by kids. And they slowly expands their product portfolio and have the five-to-eight-year-old market.Suppliers play an important role in providing value to value customers. They will provide resources for the company's products and services.Distributors help companies sell their products to customers. This is a very important link. In this case, "daydream" can only be sold through small toy stores, so it has been trying to get large chains to store their goods. After buying their goods in a large department store, it turned out to be profitable and helped them go public.In the macro environment, it may be influenced by the larger factors which include demographic, economic, natural, technological, political, and cultural forces.Technological environment will bring companies both opportunities and challenges. If they fail to follow technological changes, they will let the chances of new products and marketing slip. Under the conditions of the continuous development of new digital technology, Daydream Company should also make corresponding adjustments. It can launch products that are more in line with the technical background to gain the attention of the public and obtain marketing opportunities. At the same time, Daydream can use more advanced digital media technology to promote their products and open the market.Environmental sustainability issues in the past thirty years of steady growth. The natural environment presents three major trends: some shortage of raw materials, pollution levels rise and the government intervention to increase the intensity of natural resource management. For Daydream, it should select green and recyclable materials for the selection of products. It can also cooperate with environmental protection agencies to launch a series of toys which has the images of protecting the earth’s resources, and add the promotional content of environmental protection knowledge to the product promotion. And the price can be priced based on the degree of deficiencies in the resources that the product represents.3 Explain why market research and the information gathered are important to an organisation like Day Dream Toys.Marketing research can be defined as the systematic design, collection, analysis, and reporting of data relevant to a special marketing situation facing an organization. Secondary research is divided into internal method and external method. The internal sources includes average order cost, sale history, distribution outlet, etc. The external sources includes the journals, government websites, libraries, newspapers, etc.Primary research, also known as research using primary sources, is the method which uses the direct data and resources. Primary research can also be further divided into qualitative and quantitative research.Through the market research, the research information can help Day Dream Toys stay in touch with customers’ changing attitudes and purchase patterns and in a timely to adjust to satisfy customers demand. It can assists Day Dream Toys in better understanding market opportunities and determines the feasibility of a particular marketing strategy. It can also help the Day Dream Toys in the development of marketing mixes and match the needs of customers. And it improves Day Dream Toys marketer’s ability to make decision. Market information is the effective way to improve Day Dream Toys benefit, and can also lower the risks.4 Explain how Day Dream Toys might collect and use market research information. Include one quantitative and one qualitative research technique in your response.The Day Dream Toys through the primary research and secondary research to obtain information, the method of primary research have qualitative and quantitative.Qualitative research concerns the gathering of information which can be interpreted in a number of ways. This type of research does not need a strict design plan before it begins. However, Qualitative research of a study using qualitative research is heavily involved in the process, which gives the researcher a subjective view of the study and its participants. When the Day Dream Toys has just founded, it can using the method of group discussions to collect information about new product development, because this method can produce more information, and usually not statistical-more opinions and individuals’ thought.Quantitative research allows the researcher to measure and analyze data. The relationship between an independent variable is studied in detail. Researcher is more objective about the findings of the research. But, the main disadvantage of quantitative research is the context of study or experiment is ignored. The main research techniques include experimental research and surveys. It can use the method of survey to collect information, preference on different kind of drinks.Day Dream Toys can through the telephone survey to obtain information, because this method is fast, low cost, high response rates, and wide range. Because the information is high value, Day Dream Toys can quickly know customer’s demand for toys, and formulate the corresponding strategy. Besides, Day Dream Toys can also know details by conducting questionnaire online.5 Explain the process of market segmentation and targeting, and the benefits of segmentation and targeting to Day Dream Toys.There are many types of customers and products in the market and the composition of demand, so customers in the market should be grouped according to various standards and methods, such as geography and population preference psychology, in order to provide services. This process is called market segmentation.The marketing department divides these into different groups, chooses the group that can bring them the greatest value, and then designs products and services for this group to meet their wishes and needs. This is the choice of the target market.Firstly, organizations should understand the basis of market segmentation, the similarities and differences of customer needs, and how to make better use of the limited resources of enterprises. Understand that people living in similar geographical location, cultural value and social background inevitably have the same or similar tendencies in some products, but different ages and individuals will bring different needs to everyone. Therefore, if an enterprise wants to stand out, it must make full use of all resources, find the most valuable target market and increase its competitive advantage.Market segmentation can be divided into the following steps. The first step of market segmentation is to select the market scope of products. On this basis, the corresponding market development strategy is formulated. The second step is to list the needs of potential customers. We can list the factors that affect customers' buying behavior and product market from the aspects of population, geography, psychology and so on. Thirdly, organizations should analyze the different needs of potential customers. The company can analyze and evaluate the demand variables of different potential customers by sampling survey method to understand the common needs of customers. The fourth step is to investigate the market and customers according to their own business conditions, and ultimately select valuable markets and formulate relevant effective marketing strategies.For example, by market segmentation, Day Dream Toys found its own market and established it as a pre-school education toy market. Initially, the product range is simple wooden toys, extending to spicy baby and wooden train suits, and then continue to expand to determine their own 5-8 year-old children's market. Because its clear market positioning provides a clear direction for the company's development, and is committed to safe, high-quality toys, in order to maintain a certain turnover, establish a safe, green, high-quality product image, customer satisfaction has been improved, market opportunities have been opened up. It is precisely because of thisclear market positioning that the company concentrates human and material resources to develop the "rural cousin series" and has achieved great success. There are three ways to determine the market target, namely, subdividing attraction, business strength and selecting subdividing market. Whether there are differentiated marketing, differentiated marketing and centralized marketing. Through differentiated marketing and centralized marketing to provide customers with daydream toys. They focus on making bears and other animals for children, making more than 40 different styles and types.Outcome 21 Explain marketing theory in relation to each of the 4Ps. Explain the factorsthat would influence each element of the Marketing Mix(4Ps) for Day Dream Toy Company.Marketing mix means the set of tactical marketing tools-product, price, place, and promotion-that the firm blends to produce the response to wants in the target market. The marketing mix consists of everything the firm can do to influence the demand for its product. The main purpose of marketing is to meet the needs of consumers.Products are anything that can be offered to the market to attract attention, acquire, use or consume, possibly meeting needs or needs. It includes objects, services, people, places, organizations and ideas. Product portfolio refers to all products that an organization provides to its customers. In this case the company originally produced a limited range of wooden toys for the market of preschool students. After the series of "Country Relatives" animated dramas aired, daydream toys company launched the series. Daydream toys, the only series of products, have good compatibility, consistency and continuity. Then, this series of products continued to expand to include wooden characters, lovely characters, wooden game houses and landscapes, a series of 30 "country relatives" storybooks and so on. In addition to the Country Cousins series, daydream toys also produce traditional wooden puzzles, wood brakes, wooden blocks and various other wooden toys for the pre-school market. However, the production of "own brand" products may lead to a reduction in demand for daytime dream brand products, so other alternatives to the company's product mix include the introduction of larger toys such as payment rooms, climbing frames and slides. To meet the changing needs of the market, the company launched a series of new pre-school books, such as Dolphin Dolly series, and developed a series of new self-study books.Pricing strategy mainly refers to the combination and application of controllable factors such as basic price, discount price, allowance, payment term, commercial credit, pricing methods and pricing techniques related to pricing. Reasonable pricing helps customers distinguish between products and competitive brands, and guides marketers to evaluate the importance of price to consumers. It is also a combination of product price and quality attributes. Common pricing methods include penetration pricing, competitive pricing, restrictive pricing, cost plus pricing, skimming pricing, etc. For example, the company used price skimming. They gained exclusive rights to produce "country cousins" dolls, so they set higher prices when the products just entered the market. But since then, there has been competition for similar products. In order to maintain sales, the company had to lower its price.Place mainly refers to the combination and application of controllable factors such as channel coverage, commodity circulation links, middlemen, network settings, storage and transportation. At first, the company no longer fantasized that it would not be accepted by any large chain store, but began to play with the idea of mail-order sales. But it didn't succeed. As business continues to expand, daydream acquired a plush doll manufacturer. Distribution channel is one of the four elements of marketing mix. Distribution is a process in which consumers or business users use or consume products or services, using direct or indirect means through intermediaries. There are three types of distribution agencies - wholesalers, retailers and sales agents. Daydream Toys Co., Ltd. works with retailers and toy companies to show products to potential buyers, negotiate prices, and complete sales and after-sales services.Promotion refers to the activity of conveying the advantages of the product and persuading the target customers to buy the product. The main marketing methodsinclude advertising, promotion, public relations, personal sales, direct and digital marketing. For example, daydream company put forward the idea of mail-order sales, through newspaper mail-order sales to a certain extent to promote its safe, green, high-quality brand, which belongs to direct and digital marketing. But it has not achieved good results. So they began to adopt the method of advertising and publicity. The cooperation with rural cousins was based on the popularity of rural cousins animation. They began to cooperate with rural cousins. Animation plays are equivalent to advertising their toys. Salesmen also maintain good relations with their retailers. They will be promoted in time to ensure continued sponsorship.2 Explain the importance of the following in the marketing of services:(a) Process(b) People(c) Physical evidenceProcess means focusing on quality and quality control needed to ensure service consistency. This is a key factor in the marketing mix. Service is different from physical products, and takes place "on the spot". Customers like to know what will happen. Examples include the process of reducing waiting for system and service delivery. So there must be a leader in health and Beauty Spa. Therefore, process is very important in marketing strategy.People play an important role in providing services. Customer satisfaction is intrinsically linked to service providers. Everyone is directly or indirectly involved in the consumption process. For example, health and beauty SPA has stimulated the enthusiasm of employees to meet the needs of customers. If the customer is satisfiedwith your service, it may have a positive impact on the development of your company. For health and beauty SPA, the assistant's attitude may affect the customer. Therefore, people are very important in marketing strategy.Physical evidence is a tangible part of marketing service and can be seen and touched objectively. It resembles the luxurious and comfortable interior decoration of a health salon, including tables, chairs, beds, lamps, containers, tableware, wall materials, uniforms worn by the staff and so on. These gorgeous decorations will bring excellent experience and enjoyment to customers, making them feel that the store has brought them more brand and product value, and they are more willing to establish a good and solid relationship with it.3 Explain how Day Dream Toys might adapt their marketing max in response to three changing market conditions.When conducting market research, it is more convenient to obtain all kinds of information from all over the world and establish customer database. They can use more accurate and effective analysis tools to analyze the data they get. Then, managers will make more accurate decisions, so as to make their own precise target market. At the same time, the company uses the Internet media, which spreads very fast, to promote its products and to put its advertisements on the website through a lot of clicks. We should also use the convenient network for online sales, so as to realize the direct transfer from manufacturers to consumers. Cultural changes also have an impact on the company. So, Day Dream Toys can launch products with local cultural characteristics according to different regional cultures. In terms of promotion, it can add the introduction of the inspirational cultural source and local cultural characteristics of the product, which will be attractive.A country's economic decline means that every citizen will have less disposable capital. At the times of economic recession, daydream toys must reduce their production and change their pricing strategy to lower prices. When the economy is booming, daydream toys should increase production and change their pricing strategy to higher prices.。
HND报告
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1.0 IntroductionThe main body of the school is students; everything is in order topromote the development of students. Many universities still have manyshortcomings, found the current school management, construction andenvironment. Corresponding solutions proposed to meet the needs ofstudents.The report reflects the students in accommodation, transportation andfood problems encountered by the, puts forward Suggestions. All Schoolshow to better serve students, how to manage students, it is helpful to thedevelopment of students.The report major customer service form, tell the school, there are stillmany questions hope and every school can be improved.2.0 ProceduresTo gather required information to produce this report extensive use wasmade of the internet and questionnaire, this was the most effective way ofobtaining data.3.0Customer service in college3.1DormitoryThe good lodging affects the student's study quality. The school lamp timealso affects students morpheus quality, has many students in the eveningplaying games until very late, listening to loud noise, lead to release of theother students can't sleep. Dormitory of environmental health is veryimportant also, dormitory health do not pay attention to clean, easily lead tostudent produces disease, thereby affecting the quality of learning.3.2CanteenGood eating issues affecting the health of students. Dining room of streamof people, have a lot of nonnative personnel also come to this repast. Thisled to a student fails to regularly repast; stream is very easy to producedisease. Dining room personnel should notice the individual is wholesome,bad habit can easily lead to diner to produce disease.3.3TransportationThe school bus is too little; each has lots of students waiting for bus.Noon school also shuttle bus service is not available, so that affectstudents' economic issues and security problems. There are many studentsbecause no bus or waiting for a long time, and choose to take a taxi, orwalking. On the way to school so many students sit less than car becausenot to go to class. Some students choose to walk or bike, but it will affectstudents' safety.3.4 SecurityToday's college students rarely notice safety problem, also have littleknowledge on security. Students easily without warning sign place makemistakes; it will lead to a fire even personal safety.Schools should be apersonal safety of students, learning in two.4.0 Research4.1 MethodologyQuestionnaires and personal observation.4.2 LimitationInvestigation report, it is a kind of application of style. Investigationsubjects in a specific object in-depth investigation, on the basis ofunderstanding through accurate generalization, scientific analysis of thestudy, which reveals the nature of things, it is concluded that accords withthe actual conclusion, thus forming a report sexual application documents.It is the results of the investigations of transfer tools is converted to theirsocial benefits, play a role of bridge, social for decision making andadjusting decision provides basic basis.So-called personal observation method is based on its contacts ofindividual or organization direct observation of looking for a potentialmethod.4.3Questionnaire1. With clear theme. According to investigation theme, embarks from thereality, taichung clear purpose, highlight problems, not dispensableproblem.2. The reasonable structure, strong logicality. Problem of permutation dueand certain logical sequence, accord with respondents thought process.We usually easy after the difficult, first Jane after numerous, first specificafter abstract.3. Straightaway. Questionnaire should make responders, and is willing tobe clear at a glance truthfully answered. In the questionnaire tone, accordwith responders to kind of comprehension and understanding ability,avoid using terminology. To sensitivity problem take certain skill tosurvey, make the questionnaire has rationality and optional sex, avoidsubjectivity and implied, lest the answer distortion.4. Control the length of the questionnaire. To answer the questions of thetime control in 20 minutes, questionnaire neither wastes a question, alsonot miss a question.5. Facilitate material calibrations, sorting and counting.5.0 ConclusionThrough investigation found that school still have a lot of issues exist.The students take a shower bath; some students will run far away. Schoolsshould set bath hall built in a reasonable place. Elevator problem is veryimportant also, elevator often happen jump layer phenomena, this willalso spread to the students' safety. Because the student is the school'smain body, so the school more should provide a better environment toserve the students.6.0RecommendationShould schools under the provisions bedtime, so they could improvestudents sleep quality. The school teacher shall lodge tube every week forhealth check dormitory health, poor dormitory must have punishment. Thiscan arouse students' enthusiasm; can also have a good dormitoryenvironment.Schools should provide more of the school bus, so that eachstudent sat on the school bus to school. Noon also should provide the school bus service, so students are not back and forth at noon trip waste more time and money, but also can enhance the enthusiasm of students in class.In dietary respect, schools should be under the management nonnative personnel, good flow control, not only can improve students' diet quality, also can improve students' health. To strengthen the education, health practitioners in the canteen form good prevention awareness and consciousness of morning check habit. Found communicable disease occurs, it must immediately control of infection and cut off the transmission way, protect, and easy feeling crowd reported immediately to the relevant departments. Dining room and the kitchen should have a good hygiene environment, maintain clean sanitation.To strengthen the students and teachers fire safety education. To do • everyone acquainted with fire defense self-rescue common sense and safely skills. Security intramural various fire-fighting facilities of good. Do regular inspection, maintenance, to ensure that equipment, and completes the pipe 100% inspection records. Teaching building, office building, student dormitory building security exports, keep smooth evacuation passageway and safety evacuation indication obvious, emergency lighting intact. Inflammable and explosive dangerous experiment supplies, accomplish special storage, from the chemical laboratory technician both locking opening or closing is responsible for the warehousing, indoors must have bunker, fire extinguisher, etc. In using inflammable, explosive chemicals while doing an experiment, the teacher must do the experiment prior to students clear precautions, and guide students used correctly, prevent fire accident.7.0BibliographyInternet Web Sites/news/150/2009516104100.htm/view/27120b64783e0912a2162a3e.html/viewstat/73843.aspx8.0Appendix1.Do you think that the bus number too little?A .Yes B.No2.Do you think that bus time is too limited?A .Yes B.No3.Whether you every morning will often because miss bus for beinglate?A .Yes B.No4.How to go to school every day?A.By busB.By carC.By bikeD.Walking5.Have you ever met traffic accident on the way to school?A .Yes B.No6.Do you clip the elevator door in the school?A .Yes B.No7.In the school have you ever met elevator failure was locked in inside?A .Yes B.No8.What is the elevator environment?A.GoodB.BadC.So so9.Whether found the elevator capacity with less?A .Yes B.No10.Dormitory haven‘t burglary-resisting door, good or bad?A.GoodB.Bad11.Dormitory haven’t lights out of time,good or bad?A.GoodB.Bad12.Dormitory classmates class professional almost is different, wheather such distribution is reasonable?A.YesB.No。
HND 大三 ICT 报告表格
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ID task duration deliverables Milestone 1.0 surver and survey planning1.1 identy survey objectives one day1.2 drafting the questionnaire a week1.3 pre-test the questionnaire six days1.4 final questionnaire is ready two days1.5 survey the first main city Edinburgh ten days1.6 survey the second main city Glasgow ten days1.7 survey the medium sized town one week1.8 survey the smaller city nine days1.9 return the completed questionnaires0Completed survey yes2.0 Analysis of questionnaires2.1 analysis the first main city nine days2.2 complete the second main city eight days2.3 analysis small city seven days2.4 analysis medium sized town four days2.5 compare the survey results five days2.6 identidy key trends five days3.0 production of the survey report3.1 produce the draft report11 days3.2 production of the survey report3.2.1 editing a week3.2.2 the final version six days3.2.3 the excutive summary one days3.3 Report is completed0Completed report yes4.0 presentation of survey4.1 produce the presentation a week4.2 Review it one day4.3 Presented to three main groups4.3.1 Presented to the senior managers one day4.3.2 Presented to the branch manager one day4.3.3 Presented to the team leader one day4.4 presentations are completed0Completed presentation yes5 Survey research program5.1 determiny the objective of the survey5.2 identifying the key trends5.3 reviewing the presentation to be made to managers考试:1.project planning2.Resource table/sheetLabor:Harry,lucy,Alice,Amy,Jim,Henry,Clive,dogelas( 所有人)MaterialSoftware: Excel3.Discussions:7 steps(写NOTES上)PPT 分割子任务,描述milestone,描述规划的过程,Dependency ResourceAmy, Alice and Harry1.1 complete identy survey objectives Harry and Lucy1.2 draft the questionnaire Amy and Alice1.3 pre-test the questionnaire Amy, Alice, Lucy and HarryHarry1.5 survey the first main city Edinburgh Harry1.4 final questionnaire Amy and Alice1.7 survey the medium sized town Amy and Alice1.6 1.81.9Jim2.1Jim2.2Jim2.3Jim2.4Jim2.5JimHenryLucy3.13.2.13.2.23.2Clive,Lucy and presentation software application4.1Clive4.1Clive4.2Clive4.24.24Dogelas2.6Dogelas,Jim,Amy, Alice, Lucy and Harry。
HnD经济学导论outcome1报告
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International CollegeCentral South University of Forestry and TechnologyAssessment Task: _____________________________________________________________ Course Name:__________________________________ Outcome: ____________________ Prepared by:______________________________________________________ (English name) ________________________________ (Chinese name) ___________________ (Candidate Number) Class: ____________________ Name of Tutor:___________________________ Due Date: _______________ Date Submitted: ___________________Your report/essay should meet the following requirements、Please confirm this before submitting your assignment、☐Assignment is presented on A4 size paper and is tidily typed and well presented、、☐Pages have been firmly stapled、☐ A copy has been retained by me、☐Declaration below is completed、DeclarationAll forms of plagiarism, cheating and unauthorized collusion are regarded seriously by the Universityand could result in penalties including failure in the unit and possible exclusion from the University、If you are in doubt, please contact the Unit Coordinator、Expect where I have indicated, the work I am submitting in this assignment is my own work、_______________________________________ (Signature)Question1:With reference to the case study, summaries the relationship between goals, objectives and policy and advice the management of Scotia Airways of the contribution each will make to effective managerial performance、Answer1:Goal:Organizational goal is to complete the mission and purpose of the carrier organization、It is a future state that an organization strive to achieve, and it is the basis and motivation to carry out the organization's activities、Every social organization has its own intended purpose or result, it represents an organization's direction and future、For the organization, the purpose is the common goal; to the members, the common goal is to organize the stage needs to reach the destination、The organisations are usually determine the direction that it will take over the long term and are not always very specific, but some goals may be unintelligible and hard to understand、There are 4 types of organization: Operational goals, Product goals, Consumer goals, and Secondary goals、Operational goals that means increase efficiency, promote the work efficiency vigorously、Like the Scotia Airways, they have the culture of trust has been emphasized and developed by both the management and workers, and this has served to enhance the effectiveness, efficiency and overall performance of the business、When they have the awareness, team spirit, have the incentive measures, the working efficiency will increase、Product goals signify better service to consumer and higher products qualify, to ensure sustained and stable quality system、The Scotia Airways do well in this side,it offers several value added services, such as, valets to assist the passengers in boarding the plane, gourmet meals and a range of in-flight services and entertainment、And Scotia Airways is the first airline to offer full business class services, but at prices that are equivalent to the economy class of its competitors、A key driver of the success of Scotia Airways is the management focus upon the level and quality of service output、Consumer goals means satisfied the different demand from the different consumers、Scotia Airways is aimed at it, their operate scheduled flights mainly targeting business and leisure travelers and aims to provide exceptional value for money, unparalleled comfort andconvenience to its passengers、It illustrated that everyone in the world is not the same, so an organization especially a company should adapt diverse needs、Secondary goals by organisations which are not the most important things that they would like to achieve but are nevertheless important、It is mainly about the social responsibility, making a profit or improving award、The Scotia Airways has been reinforced by positive management approaches and wide ranging reward policies that were agreed and supported by Trade Union representatives、And as far as possible to promote social harmony and integration, to create a better atmosphere、Object:Business objectives are more clear and specific than goals and identity the specific path to be taken in order to achieve goals、In this step, how can we do next, how quickly can we do it and how do we know when we have been successful are the important questions、The objectives should be SMART, include 5 aspects: Specific, Measurable, Attainable, Realistic and be Time-bound、These are the core of objectives’ requirements、To promote the market share increase, the airline has an increasing presence at Scotland’s main airports in Glasgow, Edinburgh and Aberdeen、And currently covers eight destinations across Europe, including Brussels, Paris, Frankfurt, Madrid, Rome, Lisbon, Amsterdam and Copenhagen as well as domestic flights to Manchester, Birmingham, Bristol and four London airports、It is also expanding to major business centers in Eastern Europe and the Middle and Far East、This several plans for improving the market share, expand the business scope is very effective、Pay more attention to suitable consumer groups is significant, too、The airline to operate flights mainly is the special value of providing funds for business and leisure travelers, incomparable comfort and convenience of passengers、To provide different services for different customer groups demand, is important to increase the performance and able to establish good relationship with customers、Policy:The policy is a requirement for the organization’s operating and transaction、It provides a guideline to channel a manager's thinking in a specific direction, it can also provide the path to complete goals and objectives、It provides a framework of rules or guidancewithin which management and staff can make decisions、Policies contain some different, for example, Inward investment policy, Welfare policy and Reward or Punishment policy、Inward investment policy: The equipments are freshing, all staff receives adequate training, the establishments of the new division and gain more market share are both in it、It has seen that the company expansion over resent year in many aspects and departments、Then they found new distributions in Eastern Europe and the Middle and Far East during this year、Reward or punishment policy: For the completion of the expansion target, organizations should set standards, regulations and purposes to evaluate employees' performance, and then take reactions respectively、The Scotia Airways has been reinforced by positive management approaches and wide ranging reward policies that were agreed and supported by Trade Union representatives、Relationship: The goal is the totality, it can including many objects, goals and objectives provide different kinds of requirements of organization、After make goals and objectives, the organization must have the policies to guides behavior by defining how something should be done、Suitable policies can help the organization to achieve goals and objectives, but inappropriate polices will result in bad effects and cannot complete the goals and objectives、Finally, healthy relationships among goals, objectives and policies are the basis of effective performance、The three affect each other and are both in hand、Q2: Explain the main principles of Open Systems Theory with reference to Scotia Airways、A2: The environments that are both internal and external would influenced the organization、The inter-related parts of a system can interact with the external environment、Changes in the external environment will affect the internal environment changes, the internal factors will also affect the overall changes, resulting in a chain effect、There are 4 aspects in this system、Input contains Staff, Managers, Clients orders, Bank loan and Equipment、Process contains Admin support, Allocation of projects, Communicate with clients, Promotion and Production、Output consists of High quality designs, Skilled staff, Satisfied clients and Service or product、Environment consists of Economy, Social trends, Policies, Legislation, Technology and Culture、When the EU and UK government relax their control over the licensing of airline provision, the input in the airway will increase, and then the output will also increase with the input、That is the external environment policy affect the change of the internal environment、And the government imposes taxes on high emissions of enterprise, then the cost will rise and the profit will reduce、So the company will decrease production, the airways maybe reduce a few airplane and maybe open up just one or two air lines、Q3: Identify the main differences between the formal and informal organization within Scotia Airways、A3: The Scotia Airways both formal and informal organization characteristic、The aspects at formal organization characteristic are, it has clear goals, objectives, policies and missions; defined structure, clear division and classification; and the organization will be controlled、For example, the airways currently employ executives and managers in marketing, finance, HR and flight operations with operational and administrative staff within each department、Rosa Dallevic is in overall charge, assisted by her long-term colleague, Azim Ishtiaq、She has also employed the same personal assistant, Katrina Wright、That is a holonomic structure in the company、And the aspect at in formal organization characteristic is, it has ambiguous relationships in the airways、For example,the company is very much regarded as a family-style business and has established a range of suppliers and clients that are seen as the extended family、So it has relaxed and harmonious atmosphere, not very serious and tense、Q4: Describe four primary stakeholders of Scotia Airways and explain their interests in, and influence on the organisation、A4: G overnment: Whether the taxation violate related laws, whether the company compliance to related laws and whether solve the problem of local employment, that are the government concern about, is their interests、The influence in this case is the EU and UK government relax their control over the licensing of airline provision、Then the airways business will improve and the profit will increase, so the government could charge a higher tax、Creditors: The creditors are concern about the credit score, liquidity, repayment ability and new contracts、When to borrow the money and when to return is the most important key to creditors、Only the airways credit rating better, can it borrow much money when they need, so the turnover of the fund more convenient、Investors: Have interest earning income from investment; have profitability, market share and business achievement are the significant matter to the investors、The influence are have big expansion plans and hire a team of administration、The investors in Scotia Airways have set an ambitious programme for expansion over the next 5 years, introducing flights to major European tourist destinations and to establish new branch in Eastern Europe and the Middle and Far East、Besides, They set about appointing a management team whose experience and expertise was firmly grounded in the budget aviation market、Employees: They concern about the rates of pay, job security, respect, truthful communication and work condition、The attitude and enthusiastic in working will influence the quantity and efficiency、The Scotia Airways have t o develop a wide range of rewards and punishment system, let the employees enthusiasm greatly improve、Q5:Identify an effective control strategy that the management of Scotia Airways could successfully implement, and justify its suitability、A5: I think the Bureaucratic control is the most effective control strategy to the Scotia Airways、Bureaucratic control means it can dominate the process, is the use of the determined rules, policies, hierarchy of authority, reward systems and other formal mechanisms to influence employee behavior and assess performance、The advantages are it could increase efficiency of the company, and can be controlled with market or price mechanisms, it is so stable、The disadvantage is the Poor flexibility、Bureaucratic control through the Organization Structure,departments perform their respective duties, everything in good order and well arrangedBibliography:1、Stephen P、Robbins, (2008),The Principle of Management, 3edt,Beijing, China Renmin University Pres s Co、LTD2、Stephen P、Robbins, (2012), Organizational Behavior, 4edt,Beijing, China Renmin University Pres s Co、LTD3、Douglas Macgregor, (2008), The human side of enterprise,1edt,Beijing, Chinese International Book Trading Corporation、LTD4、James G、March, Herbert A Simon (2013), Organization, 2edt, Beijing,China Machinery press、LTD。
hnd客户服务报告
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Creating a culture of customer careH1F0 34Outcome1--2Agricultural BankI. IntroductionII. Internal and external customer needsInternal customerExternal customerIII. Customer relationship buildingIV. Customer services trainingVI. The key factors of after careVII. Introduction and evaluation of customer care strategy1. Knowledge of the product and customer’s characteristics2. Contact the service product and customer:3. With the product update service:VIII. Customer satisfaction and loyaltyIX. Introduction and evaluation of customer care standard X. ProposeAppendix:Appendix (1)Appendix (2)Appendix (3)Appendix (4)Appendix (5)Ⅰ、IntroductionAgricultural Bank of China is the state's five major banks, 2009 implementation of stock system reform, To become the five largest bank in the last listed banks.This article aims to analyze the Agricultural Bank of China Customer Service. The analysis includes: customer relationship building, customer service training, customer feedback qualitative and quantitative analysis, introduction and evaluation of internal and external customer needs, after-sales service, customer service strategy, customer satisfaction and loyalty, and customer service standards Introduction and evaluation. Finally, by the above, the company's customer service rationalization proposals.Three suggestion will be shown in the conclusion.Ⅱ、Internal and external customer needsInternal customer: It refers to internal acceptance of the enterprises of other individuals or units of services to individuals and departments.Internal staff of the Agricultural Bank of China Bank of Agricultural Bank of China's internal customers, they can enjoy the internal business and promotions, Agricultural bank of China arrangements for staff welfare policy.(See Appendix one)External customer: It refers to the purchase of the products or services providedin the enterprise external to the individual or institution.Agricultural Bank of China's external customers is usually to ABC for a variety ofbusiness customers, they enjoy the treatment and services are the same.(See Appendix two)Internal Customer Need:Reward:Agricultural bank of China salary level is based on the performance ofthe employee performance to determine, at the same time according to different company status, salary level is also different.The nature of supervision:Agricultural bank of China in the management is divided into four classes, respectively E, D, M, P.Quality of working life:Agricultural Bank of China employees are state workers, enjoy the formal wages, living by state subsidies and welfare. In the quality of work is on the hierarchy.External Customer Need:A Faster Speed Of Service:Agricultural bank of China's on-call service: is a bank launched can help customers anywhere at any time with any communication means, can and bank exchange of information system, and the traditional telephone banking is different, the call center service is two-way, interactive, customers can not only simple business consultation and query, but also can such as transfer, report the loss of STH, foreign exchange trading and substantial bank business, able to offer our customers convenient for banking services.Less break service commitment:Agricultural Bank of China is the country with the services of banks, credit degree is high, the high quality of service, for customers commitment will be adhered to, respect the rights of clients andintention, is the Agricultural Bank of China services.More product information:Agricultural Bank of China to provide customers with a perfect information system, whenever a customer has a need to understand the product information, will have the relevant customer service staffto provide customer solutions, providing detailed information service.III、Customer Relationship BuildingCRM theory: Is a customer-centric business strategy, regroup redesign of business processes and workflow information technology as a means to improve the customer service and in-depth customer analysis to meet customer need to improve customer satisfaction and loyalty, thereby ensuring customer lifetime value and corporate profits "win-win" strategy to achieve.According to the theory, including the benefits of customer relationship marketing;maintain growth in revenue, the sales meters if bone branding and more stable sales team with a low cost.Establish a strategic alliance to address the commercial channel conflict; build and improve online marketing channels; control channels, enhance the game for new channels.(Baidu,2012)Agricultural Bank of China marketing product is various fund management products, stock and insurance business, take the marketing means is thecooperation of the company to do marketing, and the Agricultural Bank has agood credit reputation.National security, it is also an important factor in the success of bank marketing.FMP:Bond and cross sales、Club member-ship programs、Society bond、Customer & Company、Customer & Customer、Database marketing、Structural bond.Finance bond:Agricultural specialty products is the Agricultural Bank of China, the unique financial services.For example, urbanization of rural credit, rural infrastructure constructionloans and so on the characteristic product, is the Agricultural Bank of China for 3 farmingpolicy puts forward financial preferential policies.Agricultural Bank of China and the major insurance companies launched a bank counter for personal insurance, insurance and payment services, which is the Agricultural Bank and insurance company business bundled sales.VIP:Golden Harvest card is the Agricultural Bank of China, specifically for high-end customers to provide bank card brand, aimed at the card for the media,for the majority of the cardholder to provide financial, business, life, entertainment and other intimate, distinguished service, construction of an exclusive service space and exchange platform. Golden Harvest card is the Agricultural Bank of China VIP customer status symbol, can use this to enjoy the corresponding preferential, preferential and value-added, exclusive service. Society bond:Database marketing:Agricultural Bank of China service customization services, banking services to customers, deposit, remittance and settlement, the average bank card, on behalf of retail business can be defined as the standard bank service.In commercial bank management stage, the retailbusiness is the agricultural bank business focus.Along with the electronic technology in financial services in a wide range of applications, retail business will greatly enhance the degree of automation.IV、Customer services trainingThe general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Customer service training includes : develop a customer service strategy / customer / client needs analysis / after-sales service and service recovery / effective customer communication .The general training process includes: training needs analysis, training design, training delivery and training evaluation (Lv 2012).Time: 5,15,2013-6,15,2013Training content (1)Customer service strategy; (2) customer service standard; (3) customer form; (4) analysis of customer demand; (5)customer feedback management; after sale service and service recovery; effective customer service communication; customer relationship management.Trainers and JIANGCHAOLIANGAccording to Kirkpatrick model,this is company's customer service belong to Level 3.Kirkpatrick model include (Lv 2012):Level 1:Reactions of trainees to the content and methods of training, to the trainer, etc.Level 2: Learning attained during the training periodLevel 3: Transfer to learning to job behaviour in the work environmentLevel 4: Effect on the trainee ’s department. Level 5: Has the training affected the ultimate well-being of the organization.V 、The qualitative and quantitative customer feedbackQualitative analysis of the definition of:he qualitative research focuses on words and observations to find out reality, and attempts to describe people in natural situations (Lv 2012);Quantitative analysis of the definition of:The quantitative research grows out of a solid academic tradition that places considerable trust in numbers that represent opinions or concepts (Lv 2012). training siteShanghai financial center Trainingresource The SOHO China ’s president has rich job experience and the SOHO China has a unique marketing concept it can help theemployee has much more.Quantitative analysis method of choice questionnaire for customer feedback: The reanalysis data method using SPSS restructuring will greatly improve the efficiency of data analysis and reduce anthropogenic miscalculation. "Multiple Response" SPSS database use multiple sets of data are combined and then defined a new field group, which will be defined for each single multiple-choice questions in the new field group variable interval defined, and then for the newfield group frequency analysis. When after the completion of a single field is set, you can use the block to the other multiple-choice questions, re-use analysis, which can greatly improve the efficiency of the multiple-choice data analysis.Observed Feedback qualitative analysis method: Mainly to establish a model forthe sale of goods, the various factors that affect the sales price is mutual influence and mutual restriction, they form a system, and thus to customer satisfaction as the main indicator to analyze the impact of the sales price, the key variable is the customer satisfaction. After expert advice, can determine the impact of the price factor set of variables including environmental satisfaction,the property satisfaction and price satisfaction.Summary:According to the investigation of Agricultural Bank, found that bank consumer group more popular, because the bank for agriculture policy business more consistent with the mass, especially the attention, compared to other stateof the major banks, ABC’s outlets set up is more, a wide range of customergroups.Access summary : The agricultural bank outlets set up more personnel, wide distribution, geographical span is big, also resulted in ABC's service attitude difference, including service quality are also different, so at the time of investigation for the Agricultural Bank of China, there are many different opinions, mixed.The bank needs to improve the place a lot.As one of the large state-owned enterprises, reputation is the most important.VI. The key factors of after careAgricultural Bank of China, the service is very attentive.The one-stop service:it means to improve efficiency, in some places at the same time need more than one location in the past, and many times, a lot of choreography completed service.Attentive service: It is also called butler service. attentive service also known as housekeeping services. As the core of the concept of humane establish people-oriented set of pre-sales, sales, after-sales service as one of the three-dimensional, throughout the entire process of product flow.Call center:call center is a complete system of integrated information services using various advanced means of communication to provide customers with high-quality, high-efficiency, full range of services.Self-service:The self-service (self service) is the industry through thedeployment of "self-service" support platform, allowing users to access to services through self-service platform or terminal. Include fault diagnostic products, product training, product sales, trading service-shaped.It refers to the deployment in the manufacturing, allows users to access services through self-service support platform, self-service platform or terminal. The place of business of the Agricultural Bank of China all have ATM self-service machines, the use of customer-friendly.Agricultural Bank of China is a state-owned bank, is also a long history of credit bank products and services, has a good reputation, ABC should be a lot of efforts to enhance the development of new products, the banking system is more diversified, so that the customer groups more vast.VII、Introduction and evaluation of customer care strategyAgricultural Bank of China customer service strategy is people-oriented, and implementing the the three agricultural policy, the customer base is not limited,the state-owned five largest banks in the most extensive customer base, the greatest impact of the bank.As the theory, customer service strategy and the design flow includes:1. Development and evaluation of business strategy2. Key determinations of customer care strategy3. Creation of creativities4. Evaluation and development of creativities5. Feability and Profit Assessment6. Clear roles and responsibilities7. Implementation Test8. Commercialization9. Evaluation and Double-loop learning.The company designs the steps customer strategy is including:1.Knowledge of the product and customer’s characteristics:Agricultural Bank of China asked the customers to come to do business in the views of the Agricultural Bank of China, including the requesting client to help fillin the the various investigations table like are the Agricultural Bank of China continue to progress. ABC can understand customer demand for banking products, in order to respond in a timely fashion.2. Contact the service product and customer:Agricultural Bank of China has always been to strengthen exchanges with customers. Enjoy the company's products and the information fed back by the customer, the Agricultural Bank of China has also been progress, ABC has a comprehensive customer information system, which is the Agricultural Bank of China can now state-owned groups of five bank customers reasons.3. With the product update service:Agricultural Bank of China continued research and development of new financial products, for example sub tripartite hosting wealth management business of the Agricultural Bank of China, since its introduction, has been acclaimed financial products, it also attracts a lot of customers to transact business and use the product in ABC.VIII、Customer satisfaction and loyaltyIn the theory, loyal customers will have the following several kinds of performance:·Frequently purchase products or services.·Dependence on products or services.·Purchase relevant products or services.·Recommend products or services to potential customer.Agricultural Bank of China has many loyal customers, such as deposits of large state-owned enterprises and foreign companies, this company is a major sourceof funding for the Agricultural Bank of China, the state-owned enterprises through the Agricultural Bank of China obtained through these loans interest loans to the Agricultural Bank of China to operateto make a profit, this is the cooperative relationship between them, the Agricultural Bank of China, as state-owned banks with good credit and capital flows, so popular with thestate-owned company's support.IX、Introduction and evaluation of customer care standardFive customer service standards:.Customer classification: The enterprise must decide which one is more important principle, and provide the corresponding services according to the customer's grade..Client Experience: To provide service for customers with continuous, reliable, high standards of service..Internal collaboration: Company should make no exception to internal and external..Reference point: The team performance should link up with the quality of customer service..Process integration: Integration for company business process, and take it customer-centric.According to the theory and the design of the customer service standard, the need to consider the following factors (Lv 2012):?Recognise existing and expected contacting points from service map?Transfer expectation to action?Choose appropriate action for standard?Set soft or hard standard?Design reflection system for both soft and hard standard?Set hard indication and soft objective?Evaluate standard by indication and objective?Offer outcome of appraisal for staff?Evolve indication and objectiveAgricultural Bank of China has basically reached the five customer service standards, the Agricultural Bank of China has dedicated customer sales and service system, the team trained, they can accurately analyze customer type, and give the corresponding service. Agricultural Bank of China has many awards, outstanding team, you can get a wealth of year-end bonuses.Internal cooperation of the Agricultural Bank of China is very good, because the cooperation was also higher welfare, so we are more willing to co-operate to customer service, the Agricultural Bank of China has been widely acclaimed.X. ProposeAgricultural Bank of China, although around them state-owned one of the four major banks, outlets many have set up outlets at home and abroad, but after visited place of business, the attitude of staff is not very uniform, the Agricultural Bank of China should be more training Aug work, a service uniform provisions.On the other hand, in 2009, the Agricultural Bank of China shares reform, ABC's products are more abundant, but rarely for the introduction of the product aswell as information, which lost a lot of clients, many customers we offer in oursurvey the part of the Agricultural Bank of China products have never heard of,or just a little understanding for the ABC to promote the company's products,this is no good, the company needs to make more efforts in product promotion. And new product innovation above should be a lot of strengthening, new products to attract new customer groups. This is the need to strengthen the place of the Agricultural Bank of China.Appendix:Appendix 1:Appendix 2:Appendix 3:Quantitative analysis1. How old are you?A.25B.25 to 30C.30 to 40D.More than 402, Are you use the Agricultural Bank how long the product?A. Only one yearB. Two yearsC. Three yearsD. More than three years3.Do you think the Agricultural Bank of China attracts you most what is the type of product?A. Access businessB.The fund management businessC.Three aspects of the businessD.Loan business4.How much do you know to the Agricultural Bank?A.Know muchB.In generalC.A small portion ofD.Don't know5.Your satisfaction with the products and services of ABCA.Very satisfiedB.Feel goodC.In generalD.Not good6.Are you satisfied with the overall service of ABC?A.SatisfiedB.Dissatisfied7.Do you have used the Agricultural Bank product?8.Do you come into contact with the Agricultural Bank of China rural operations?A.Contact withB.Contact pointC.No9.Do you think the bank which need to improve?Please give our suggestions. Appendix 4:Interview1.Ask when you choose the Agriculture Bank of China?2.How the way do you know the Agriculture Bank of China?3.How do you think what the business of Agricultural Bank of China the most attractive customers?4.How do you want the Bank launched what type of business?5.How long do you go to the Agricultural Bank6.How do you think the bank deal with customer service attitude how?7.Whether you are satisfied with the service attitude?8.How do you think the bank and do more defective?9.If you were given a separate experience bank customer service opportunities, you most want to experience a which part?Appendix 5:Reference(1). Pan S.Y. (2006), Symbol: SOHO Chinese avant-garde ten years, TsinghuaUniversity Press.(2). LV, X, (2012), lecture handout creating a culture of customer care, Renmin university.(3). Hercules Yang, 04-09-2003, World class customer service of the five standard, 12.24.2012, .ceconline./sales_marketing/ma/8800052652/01/(4). 2012 Chinese real estate five hundred strong enterprises, 51 Capital Project Network, news.51zjxm./bangdan/20120330/13650.html(5). N22x33 (2012), SOHO China Employer Brand, 12.24.2012,。
HND会计报告
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I n t r o d u c t i o n SSP plc is engaged in food processing, supplying all the main supermarket chains with first class processed meat products. And the company will open a new processing plant in Glasgow over the coming year. This report will analyze the information contained in the financial accounting statements of the company. Moreover, it will consider the users of this accounting information, the sources of finance an analysis of the company’s financ ial performance and position.Section 1: Users of Financial InformationSection 2: Sources of FinanceThe company balance sheet shows that the sources of finance employed by SSP plc are categorized has two parts: The short-term sources and the long-term sources.Short-term sourcesCreditorsCreditors are those that provide repayable financing business organizations and individuals. Trade creditors enterprises are most concerned about is the ability to repay the loan on time, so they need to understand the short-term solvency, including current ratio, quick ratio, and cash ratio. The SSP plc using trade credit may appear to be an interest way of raising finance, which is a fairly convenient form of finance with the added advantage of flexibility.Long-term sourcesUnappropriate profitThe Company retains future investment. It’s important for the source of capital. in the poor condition of SSP plc, which is a very important source of financing.Ordinary share capitalCommon stock is held by the shareholders of such shares enjoy equal rights, they can participate in the company's business decision, it points to take the dividends is a company with shares in the amount of profit change. And other types of stock, more or less the interests of its shareholders will be subject to certain conditions.Section 3: Review of SSP’s Financial Performance and Position Profitability ratios:Gross Profit percentage:Year 2003: Gross Profit/Sales = 7000/11674=%Year 2004: Gross Profit/Sales = 8037/13382=%The Gross Profit percentage has increased for % to % between 2003 to 2004. This is a good sign. The positive trend can be an indication that purchasing policies will improve demand for the product. This may be lead to more efficient buying.Net Profit percentage:Year 2003: Operating Profit/Sales=1416/11674=%Year 2004: Operating Profit/Sales =1135/13382=%The Net Profit percentage has decreased from % to %., which is a bad trend. It compares the net profit figure with sales revenue. This indicates that the fall in profitability is due to a disproportionate rise in expenses in relation to turnover. The company should investigate this increase in expenses and take corrective action where appropriate.Return on capital employed:Year 2003: Operating Profit/ (TOTAL ASSETS LESS -CURRENT LIABILITIES) =1416/4445=%Year 2004: Operating Profit/ (TOTAL ASSETS LESS -CURRENT LIABILITIES)=1135/4865=%Return on capital employed has decreased from % to % .The company's return on capital is common stock as a per capita level of return instructions. This ratio has declined; thecompany's ordinary shareholders may receive a lower return on their investment earnings, which is not good trend.Liquidity ratioCurrent ratio:Year 2003: Current assets/Current liabilities = 1195:767=:1Year 2004: Current assets/Current liabilities=1248:701=:1SSP’s current ratio has increased from :1 to :1. However, the acid test ratio has fallen. It is not the absolute value of this ratio which might cause concern but the fact that it has fallen over the year. Generally, this is not healthy as the ratio is currently well below the ideal of 2:1. This may be indicates the company may be over trading and have difficulty in meeting its short-term debts.The Acid Test Ratio:Year 2003: (Current assets-Stock)/Current liabilities = (1195-608)/767=:1Year 2004: (Current assets-Stock)/Current liabilities = (1248-796)/701=:1The Acid Test Ratio has dropped from :1 to :1. However, the overall situation is serious. They have insufficient current assets to meet their current liabilities and are unable to pay their creditors who may ask for cash on delivery and new fixed assets without any new long term resources.Efficiency RatiosStock turnover:Year 2003: Stock/Cost of sales*365= 608/4674*365= daysYear 2004: Stock/Cost of sales*365= 796/5345*365= daysThe stock turnover has increased from to days. As with all ratios, this is not a scale, which may be measured. Different departments have different standards, but in the wrong direction, higher inventory turnover rate is a healthy sign, because it shows that the company is buying more shares, as the most likely result of the sale.Debtors collection period:Year 2003: Debtors/Sales *365= (306/11674)*365=Year 2003: Debtors/Sales *365= (452/13382)*365= daysThe debtors collection period has increased form to days; it has rises by days. Therefore a higher Debtors collection period is a bad sign. The debtors should be encouraged and cash discount offered.Creditors payment period:Year 2003: Creditors/Cost of sales *365= (544/4674)*365= daysYear 2004: Creditors/Cost of sales *365= (405/5345)*365= daysThe creditor payment period has dropped from days to days, which is an improvement on a bad situation. Suppliers’ credit should be maximized. Generally speaking a shorter Creditors payment period is a bad sign as it means the company cannot hold on to its money for longer.Investment ratiosInterest cover:Year 2003: Operating Profit/Interest Payable =1416/234= timesYear 2004: Operating Profit/Interest Payable =1135/234= timesInterest cover has decreased from to , which is a fairly safe level. This increase is a good sign as is show the company is more able to meet its interest paid. But the company has a decline from the 2003 to 2004. Factors negatively affecting this ratio are as following: a decrease in net profit; an increase in debentures; and an increase in interest rate.ConclusionAccording to the proportion of case studies, reports that the company's short-term debt can not continue, but the present long-term stable capital structure. In addition, the company's expansion plans will require new fixed assets; it should be to find new funding long-term financing.Should the companies’ cash flow position continue to improve it is advised to invest the cash in short term investments or additional fixed assets. this will improve interest received, allow the company to reduce fixed return capitals and improve the investment ratios.Suggestions1. There are some suggestions for SSP:●If the company can enlarge the sales revenue from business activities, therefore, the netcash flow from operating activities can be more.●Directors can decide the amount of dividends paid equity. Accordingly, the Directorsmay reduce the cash, or even abolish the "pay if the company does not have enoughmoney.●Lease or use of some fixed assets, division of payment to pay for fixed assets, reduceexpenditure and make the cost will reduce the company.●The company should also look for other sources of resources. Such as money borrowedfrom the bank. Also proposed issue of new shares (if possible) and bonds.●The company's long-term funding should be used to purchase new fixed assets.2.Give full play to the capital markets the company serves the role of the private economy, the optimal allocation of resources.Expand financing bonds and notes. Screening a number of sustained profitability, risk management, solvency strong small and medium enterprises, to explore a collection of bonds issued to meet the funding requirements of which long-term development.Actively promote the development of equity markets. Vigorously promote the venture capital, venture capital, private equity and other equity investment funds, multi-channel solution business financial needs of different stages of development.。
HND人力与组织管理报告
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1.0 Introduction (2)2.0 Explain the firm current structure (2)3.0 likely apply to firm’s structure (3)4.0 The contingency impact on organizational structure (4)4.1 Size (4)4.2 Technology (5)4.3 Task (5)5.0 New structure of relationship (6)6.0 how to practice its authority of new organization (8)7.0 conclusion (8)1.0 IntroductionThe report is described about David and Neil’s BBE Ltd and John’s Colbert Civil Engineering Contractors. Previous organization structure is effective in last period. But by Every Indication this structure gradually not adapt to new situation. So the firm structure needs to re-structure. David and Neil wish have to merge with John’s company. Because the two firm have pleasant collaborated together in the past and the two firms’ structurally can pretty good merge. The report includes five points: explain the firm current structure,explain and introduce recommend a more appropriate structure, find out factors for affect the organizational structure, lateral relationships within the proposed new structure and explain how the proposed new organization should practice its authority.2.0 Explain the firm current structureThis firm's structure can be defined as 'hybrid'. That's hard to say an obvious structure in 'hybrid'. This is a macro definition, that we should analyze the situation based on the specific problem. In the current case we can find David and Neil have two different kinds of tendentiousness, Neil's structure is decentralized, and David More inclined to centralized structure. The next, I will describe these different structure and prove my point.Like I said earlier, David tends to the centralized structure. Functional structure often embodies as the leader report to the top. It is suitable for some simple and single organization. This structure It is easy to manage, and enhance brand image, And it is easy for the organization to achieve the goal. But sometimes it is to the disadvantage of coordination among all departmentsThe centralized structure, it can make a unified management staff. Professional careercan be brighter, wide; it is easy to spread around the world in the form. But it will prevent the communication, slow response to the local market.Neil is apt to decentralized structure of management can be understood as the center the only thing to do is deal with the strategic direction Staff assigned to specific tasks, therefore, this structure can make clearer their team goals, the reaction rate faster. Development strategy and its subsidiaries will be more flexible. But it will limit the development of staff, sometimes; it may increase costs, because the department repeated. Also and this structure is not easy to controlSo what we can learn about from Case Studies. Form democracy point of view. David often alone go all the tasks are assigned to staff, do not like to listen to staff views, Neil regularly with staff to discuss different, so that employees can express their own ideas. And help achieve. The structure can make the firm more flexible, more able to adapt to a changing environment.In short, any structure is to provide a better Product or service.3.0 likely apply to firm’s structureThe merger enables it to upgrade its manufacturing equipment and be more specialize d, which can well improve the performance of the products.After the merger, if the integration of the other resources between the two organizatio ns is effective, the market competitiveness new organization can be greatly increased. Although the two organizations were good partners before, they after all are two differ ent organizations. The independence and the redundancy of different departments will lead to the increase of the cost.In my opinion, the matrix structure divided according to the products or projects may be a better pattern, which comes with the advantage of maneuver , flexibility, the abi lity to organize or disband itself and the possibility to well integrate the resources . W hat’s more, the matrix structure is organized according to its projects, so both the task and the purpose are clear, and the specialized staffs are well-prepared. Therefore, in this new team, it’s possible to communicate, to involve in , to relate themselves with the work, and thus to make their efforts to overcome difficulties and solve problems. Wit h the sense of trust and honor, they add to their sense of responsibility, the passion for the work and promote the realization of the project. Also, it strengthens the informati on communication as well as the cooperation among different departments, which ove rcomes the linear functions of the disjointed structure of the phenomenon of the vario us departments-4.0The contingency impact on organizational structureContingency approach gives us information that we should adjust the organization str ucture in time to the very changeable new situation. There is no best organization stru cture or administration structure, the optimal course of action is contingency upon the internal and external situation.So, by contingency approach we can explain the changes of task, technology and size based on the structure.4.1 SizeSize is the most important way that affects the structure of the organization. During th e expansion of an organization, it will be more complex and official, so more continge ncy is in need.In the case, because the engineers are officially authorized to control the construction staff, the merger would primarily be beneficial. So far, as designers, this is a really for mal acceptance for an engineer who is in charge of the design on the spot of a give pr oject. Merger is helpful to clarify this relation. What’s more, merger allows the organi zation to widen its size as well as to definite the purpose of the staffs’ work. Furthermore, resulting from the merger, the sharing resources become more. By means of com municating, they can turn originality into practical design project, which enables the a bility to compete more effectively for future projects and the reduction of support area , thus creating economies of seale.4.2 TechnologyTechnology is the key to success. A corporation not only needs to focus on the IT and equipment but also the technology of producing service. As a result of new technolog y and computer networks, design communication tended to be done through phone cal ls and e-mail, which decrease the number of people who came to the office or made it possible to locate the office at where the rent is relatively cheap. Thus, the cost can be cut down.Merger on the other hand enables the staffs to share the experience they gained from work, which improve the service and the technology standard. As a result, the fee use d for training can be saved, which , also , cuts down the cost. And the staffs can get m ore time of their own.4.3 TaskTask the nature and size of the task is a key determinant in shaping the organization. In the case: One main reason behind this was that more and more clients wanted cost savings that could be derived from the synergy that would result from dealing with one organization for design and development. The task can make growth and increased geographical spread in the different services offered and closer working partnership with major client.5.0 New structure of relationshipIn today, many company using the line relationship means. The employees can direct report work to boss, the boss's authority can also be passed directly to employees. This way is good line between boss and employees can make good communication/coordination between superiors and their subordinates. In the case, John has two teams, there is a lead a group, three qualified builders and a digger driver. They will work together for different site development in some big project. So need to boss’s authority can pass to the staff through leader. staff reporting to the leader, leader can help directly them. Function relationships, means that some of the functions delegated to expert support and advice to managers and employees. In some cases, these experts will be appointed to deal with certain specific areas of work. In that case, John is a chartered civil engineer; he is an expert in the construction field. So, he is entitled to direct workers. Control team and engineers will be appointed, for his project design work. John entitled command workers, And the engineers will be appoint to control the team who work for his project design.The line staff relationship is the assistant of senior management with staff. They do not have the right to direct but behalf of the top managers to convey their purpose and order to the staffs. In this case, john possess a small administration team, it is consist of handle reception, secretarial support, accounts and wagers. This team has no direct power, but John delegated these jobs to them.The lateral relationship is in the same organization staff and other staff. In case have many such as John, Neil and David between the three relations. Or again John and his small teams, those all can be defined as lateral relationship.Flow chart6.0 how to practice its authority of new organizationAuthority is from the leader who exercises the power, it’s the embodiment of status in management, it’s a power. Giving an order, a nd hoping it is executed. Under the condition of two companies merge red, which means the power of David, Neil, and John will change. The number of employee increase, organization structure, department and some other element will be reconstruction. So, three leaders should allocate their own corresponding power properly. After combination, all reconstruction work are from the leader’s authorization or convey. John has authorized to set up a small management team, and order them to deal with the project. As a chartered civil engineer, he could command his term leader to instruct the workers. Responsibility means if one person has his own specific position, it will accompany with the specific duty. It reflected in the range of the work. The responsibility must be undertaken. The new company should fulfill their trust. David and Neil take charge of the strategy of company direction. John take in manage his engineer and management team. The team leader should conscientiously apply the instruction from John, The workers should run strictly according to the construction project to work. Delegation is the subordinate delegated from the superior authority. It will help the subordinate gaining more power of decision-making and action, to achieve the goal of organization. After merge, David and Neil can commission the workers to finish the work. John assigned as leader in his engineer and management term. It grants the leader some certain rights, to manage the workers directly, and join the project.7.0 conclusionThis report is merger of both companies to provide some suggestions. After the merger, what kind of structure is more appropriate? Neil's and David's ideas Feasibility and the shortage and how tohandle some new situations, after the merger, the company will emerge many big change, the relationship will become complex, for the get used to changed new condition many programs must be rebuilt. Therefore, this report combines a number of related theories, to help the company complete its merger. After the merger the new company to offer many advantages, in terms of competition, and help companies thrive in a dynamic environment.。
HND金融专业GU3报告第一篇-第一部分(Planning)
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Planning1.1Companies selected for projectI chose Land Securities Real Estate Investment Trust (LAND.L), Liberty International Real Estate Investment Trust (LII.L), British American Tobacco (BATS.L) and Shire Pharmaceuticals Group Plc (SHP.L) as my shares portfolio. Both LAND.L and LII.L are in Real Estate Investment Trust diversified sector. BATS.L is the first range harvester, producer and distributor of tobacco in the world. While, SHP.L is the leading specialty biopharmaceutical company that focuses on meeting the needs of the specialist physician.1.2 Justification for choicesI chose LAND.L as one of my investment company, because it is indeed one of the biggest owners in cities, which has a huge amount of real estate all over the UK. Its famous and welcome retail brand is the biggest invisible capital. In addition, it has now generated compound annual growth of 14.6% since 2004. General speaking, only keeping an appropriate risk management and reducing unnecessary cost on administration and distribution, can company keep higher turnover increase. Consequently, I believe along with the changes and evolution, the three businesses of Land Securities-Retail, London, and Trillium, will be in good shape and it will provide the platform for future revenue and earnings growth. On the other hand, from his financial report, Land securities have low potential risks of its debt-load. They maintain an appropriate debt to equity ratio (42%) to ensure that asset level performance is translated into returns for shareholders. As far as my opinion, I have much confidence to make sure that the company will have bright future in his business.For SHP.L, it has high-potential to develop. Shire has enough financial support and specialist physician to manufacture new medicine product portfolio in challenging diseases. In HIV infection and AIDS treatment, there are few competitive pressures and minority entrants. This external surrounding will bring many opportunities for Shire. Furthermore, Shire also has a strategic focusing on treatment for HIV and gastrointestinal diseases therapies since 2006. Many physician experts expect that the nucleoside analogue market needs for HIV has continued to grow in 2009. Shire’s product portfolio in HIV, gastrointestinal diseases will continue to deliver strong, high margin growth throughout 2009 and 2010. Thereby, I believe the good forecast will bring more income and yield benefits for Shire in biopharmaceuticals. The shareholders will also obtain quite a few dividends from the considerable income coming from these projects in the future.Based on the continued positive share trend and financial analyze, the quick ratio of British American Tobacco is approximate 0.89. This is good indication for investors, which reflect the BATS.L has efficiently using its current assets. All asset of BATS.L are quickly convertible into cash, and to divide the result by all current liabilities. It specifically excludes inventory. In profit ability, thereturn on capital employed ratios keep high single-digit growth in average 3 year (2007:22% ,2006:21% , 2005:19%), which shows the British American Tobacco maintains a well level on utilized its resources in generating profit and shareholder value. The long-term profitability of BATS.L is also keeping high-quality growth. The British American Tobacco has delivered the average earnings per share (EPS) growth of 10 per cent over the last three years. Basic earnings per share for 2007 were 105.19p (2006: 92.08p).It is vital for both the company as well as the benefit received by shareholders. Accordingly, from above ratio and statistic, I think the British American Tobacco can maintain a preferable performance in the following year and the stock price will keep steady growth in 2009.To consider all advantages of LII.L, I am sure that this company will have better performance in 2009. At first, Liberty International is a new market leader in large scale shopping centers and the owner of other prime retail assets. His gross retail income keeps higher increase in recent decade. Compare with other competitors, Liberty International was build up in 1987 and was listing in London Stock Exchange in 1992. Along with market needs start raise, its capital structure become more stable and they begin to extension its business. His productions begin from single, costliness to diverse and low price. They being periodically pay dividend, the share’s price of Liberty International keep relative high level. Therefore, Liberty International belongs to the rapidly accelerating industry growth in industry life cycle. Contrast with some deceleration industry and mature industry, the Liberty International shares price have more development potential and large space to increase. Secondly, the investment expert indicates merging the Capco Urban business unit is high yield indirect investment for Liberty International. After merged Capco, Liberty International can satisfy his development needs and oversee and implement large scale development projects. This implies significant value will be created from initial investment. The Liberty International will gain considerable income in these areas in the future and the shareholders will also obtain quite a few dividends. Therefore, investing LII.L is a wise choice in 2009.1.3 Method and sources to the projectFundamental analysis and technical analysis are used in this program, which can help me to finish this project.For fundamental analysis methods, it helps me chose appropriate shares at suitable time with the appropriate price. First, I collect financial report for each company, and then I calculate the different statistics and ratios to analysis the company performance in the last year. Through comparison, I decide the final share portfolio. At the same time, I use industry analysis to help me understand the industry developing situation over this period. I also adopt qualitative analysis and quantitative analysis to analyze the economic environment, interest rate, inflation, monetary policy, as well as foreign exchange rate.For technical analysis, some line charts and bar charts can show the uptrend and downtrend directly, which gives me some useful information. For example, Dow Theory and K theory told me the big movement of the each share. I always based on day-to-day statistic to catch effective information and forecast the short-term trend.In order to finish this homework, I also use primary sources. I record the market price for each share, sector index, FTSE 100, all share indices in the website every weekly. I also go to the company homepage to investigate the main business for each company. In addition, I also analyze the nationally and internationally factors, which would influence the shares fluctuation.At the same time, it is sensible to use secondary sources. It gives me abundance of useful information. It was collected mainly from company annual reports, including Chinese and English editions, archival materials in magazines, newspapers and websites. Some times I collect useful information coming from investment expert advises on websites and TV. I choose these kinds of sources, because it can provide large amounts of information quickly, low costs, considerably effective, and reduce the overall time.1.4 Plan for carrying out projectThe whole project including three parts: planning, developing and evaluating. I should use more than four months to finish this report. Look at the below table, which displays the plan for carrying out this project.。
HND金融监管report 报告
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1.0IntroductionSSP plc is engaged in food processing, supplying all the main supermarket chains with first class processed meat products. In the coming year, the company is willing to open a new processing plant in Glasgow. The directors propose to restrict dividend in order to retain profit for expansion. This report is mainly to analyze the financial situation of this company. There are three parts in the report that include users of financial information, sources of finance and analysis of profit and loss account,cash flow and balance sheet.2.0Users of financial informationEmployeesEmployees are interested in profitability and the future prospects to care the job security and future salary negotiations. They are mainly through the cash flow statement, trading, profit and loss account and profitability ratios to learn about the information.CompetitorsCompetitor is who can be another company in the same industry or a company who operates in the same location.The competitors mainly use the financial information to compare the performance and adjust the pricing policy etc. They will use all sources of the information, in particular compare the ratio calculations.Present shareholdersTheses are the owners of limited companies who have invested in a business by buying ordinary or preference shares. They use the financial accounting information to assess the profitability of the company and decide whether to remain a shareholder in the business or to sell their shares and investment. They mainly gain the information from profitability ratios in particular return on capital employed ratio and the annual report.Potential shareholdersTheses are individuals or organizations that are considering investing in the company through buying ordinary or preference shares. They use the information to compare the profitability and future prospects of the company with others to ascertain the best investment option. They gain the information mainly through return on capital employed ratio and the gearing ratio.3.0Sources of financeThe short-term sources :Trade creditTrade credit debt commodity funds to pay time and ownership of the goods is transferred It is defined as business purchase raw materials or stock and pay for them later. It is an interest free way of raising finance but can forfeit discounts and lead to poor relations with suppliers.Tax dueTax is paid at the end of every year according to the net profit. So all over the whole year, the advantage of tax is that one type of creditors. The disadvantage of tax due is that profit of every year is uncertain so this source is uncontrolled.Bank overdraftThe bank overdraft bank allows the depositors in the pre-agreed limits, more than a loan in the form of deposit balance of unexpended funds. The advantage is that bank overdrafts are a fairly cheap form of finance with the added advantage of flexibility and some small overdraft facility may be offered free of charge. The disadvantage is that some criminals use the features of bank credit cards can be overdrawn, for the purpose of illegal possession, after collection by the issuing bank is still not returned to the overdraft, or absconded after a large number of overdrafts to conceal her identity in order to evade the responsibility of repayment, this behavior is the said the crime of fraudulent use of credit cards malicious overdraft.The Long term sources :DebenturesThe debentures are government, financial institutions, businesses, and other debt financing issued to the investors directly to the community, commitment to the agreed conditions for repayment of the principal creditor debt obligation to pay interest on certain interest rate and press. People who purchase the debenture are the creditors of the company. This type of finance has a fixed rate of interest and may have a fixed time period or an open time period. But debenture holders are not shareholders, they do not participate in the running of the company and is therefore referred to as external.Share capitalShare capital, authorized by the Articles of Association, on behalf of all the shares of the company's ownership. The size of the share capital will increase with the bonusissue and allotment, but the market price will not change, this is the reason for send placement It is a good type of finance. There is no interest and people who hold shares are the shareholders of the company and receive the dividends.There are two types of shares :ordinary and preference shares .Preference shareholders have a preferential right to a fixed dividend before any ordinary share dividend is paid.Profit and Loss AccountProfit and loss account is a long-term equity capital. It is the best type of finance because there is no cost. Profit and loss account refers to the accounting statements reflect the operating results and its distribution in a certain accounting period, the financial records of the company's operating performance in the period of time, this time the sales revenue, cost of sales, operating expenses and tax status. report results for the company to achieve profits or losses of the formationFinancial performance analysis3.1Ratio analysis3.1.1Profitability ratiosA decrease in the Net Profit Percentage from 10.15% to 6.7% is a bad sign as it indicates the company is less profitable. This was because the expenses increased a lot from 2003 to 2004 and the cost of goods also increased. This had a negative impact on the future prospect and expansion so the company needs to adopt some measurements to lower the expenses. The profitable is less in the company and did not control expenses.Where this ratio has decreased, this is a bad sign as it indicates that the company is less profitable and ordinary shareholders are likely to receive a lower return on their investment. This was because the expenses increased a lot from 2003 to 2004 and then the net profit before tax was decreased. especially for the shareholders. It indicates the level of return on ordinary share capital. A decrease in Net Profit Before Tax of £281,000 mainly accounts for the decrease of this ration.3.1.2Liquidity ratiosGenerally speaking a healthy current ratio is at least 2: 1. In 2003 and 2004, the ratios were less than 2:1 and this indicated the company had difficulty in meeting itsshort-term debts. Creditors and suppliers might loss confidence with the company and refuse a later payment.But the decrease in bank and the increase in Bank Overdraft are mainly responsible for the increase of current ratio.Quick ratio is a measure of current assets can be realized for the ability to repaycurrent liabilities immediately.Quick ratio, reduce the decline that the company's current liabilities, the assets corresponding reduction, the company is not a very optimistic about things, you can not promote the development of the company. Should increase the liquidity and flexibility, so in order to make the normal turnover3.1.3Efficiency ratiosThe Fixed Asset Turnover ratio has increased and this is a good sign. It indicated that either the existing fixed assets were generating more sales or that investment in new fixed assets has paid off. In 2004, the fixed assets worked more efficient because a partial rebound in the market and restructuring efforts has led to an increase in turnover by nearly 15%.Debtors should be encouraged to pay quickly therefore a longer debtor collection period is a bad sign. Between 2003 and 2004, the number of days by debtors has increased by 3 days and this indicated the company liquidity decreased. This situation may be caused by longer payment period offered encourage an increase in sales.The debtors should be encouraged and cash discount offered.Generally speaking a shorter creditors payment period is a bad sign. The decrease in the number of days allowed to pay creditors means the money in the company for shorter. This may be because the company was in a poor cash position and the suppliers had not confidence of the company capability so they required the company to pay soon.Suppliers’ credit should be maximized.3.1.4Capital structureA lower figure is a bad sign as it shows the company is less able to meet its interest payments. In 2004, the capability of interest payments was lower due to the profit before interest& tax decreasing. the company is more able to meet its interest paid. But the company has a decline from the 2003 to 2004. This is mainly caused by the high expense. The company must improve the efficiency and debentures,lower the expense and net profitDebt Ratio has decreased from 44.65% to 40.62%.Both figures are less than 50%, This indicates that the company improve their ability to balance a very significant improvement The main reason for is the increase in current liabilities between 2003 and 2004.Cash flow analysisOverall, the cash has decreased by 367,000. This is a worsening of the cash flowposition. And the bank remained unhealthy because it decreased from 281000 in 2003 to bank overdraft 86000 in 2004 and the stock increased a lot. These all implied that the cash liquidity decreased.The company made a profit of 1135000 that after adjustments translated to a cash flow from trading of 1345000. This is a very healthy inflow of cash. And there was an outflow of 234000 from interest paid.There was also a cash outflow of 234000 for taxation paid. This is an unavoidable outflow as it is based on profit.The next outflow on the cash flow statement was 984000 paid for purchase of fixed assets. This was a significant outflow and is the main factor contributing to the overall decrease in cash. During this period, the company embarked on an expansion and need a lot of cost to purchase so that bank overdraft incurred. The proper type of finance for expansion should be long-term. The company should seek for some ways like shares or debentures to finance for expansion and bank overdraft cannot solve the problem and may lead to high risk of cash flow.Equity dividends paid was 260000. This took up over 20% of the operating profit.The main factor causing the decrease in cash was the purchase of fixed assets and equity dividends paid. The company has appeared cash flow problems and the bank and cash balances were insufficient. And cash outflows begun outweigh the cash inflows. The company should change the strategy like renting some equipment instead of purchasing.4.0ConclusionThe whole financial situation of the company is not perfect. Although the sales increased from 11674000 to 13382000, retained profit increased from 935000 to 1355000 and net worth of the company increased from 2885000 to 3305000, the cash flow situation of the company was serious because of the large outflows for fixed assets. The cash had decreased by 367000 from 281000 at the beginning of 2001. In addition, the capital structure of the company stayed stable and the major finances are share and debentures. Furthermore, the financing from the profit and loss account was increasing. However, the stock of the company increased during 2003 and 2004 while the bank decreased and bank overdraft incurred, as a result, the cash liquidity decreased.5.0RecommendationsFirstly, the operating expenses like administrative expense of the company were too high and caused the lower operating profit. The company should seek for the reasonsand go on a reform in the operating to solve the problems and improve the efficiency.In addition, the stock of the company increased from 608000 in 2003 to 796000 in 2004 while the bank overdraft increased from 0 to 86000 during 2003 and 2004. This indicated the cash flow was serious and the stock took up too much cash flow. The company should focus on decreasing the stock to improve the liquidity.Furthermore, the company needs a lot of cash to expand. Currently, the company spent too much in purchasing the fixed assets and the money was mainly from bank. This could not solve the cost of expansion in the long term. The company should seek for another type of finance and it can publish more shares or debentures to acquire money. It also can change the purchasing behavior such as decreasing the purchase of fixed assets instead of renting some equipment. Bank overdraft would cause serious cash problems and so the company should decrease the stock to increase the bank and cash. Shares and debentures are the good type of finance and they only need a little amount of cost. The company can adopt these approaches to increase the cash inflow to meet the requirements of expansion. The administrative expense took up much cash, and the company can improve the efficiency and lower the administrative cost to save the money. Then the cash in the company would increase and can be used for expansion.。
HND商务会计报告
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1.IntroductionThe MD has asked for my advice addressing their concerns and some other questions he has. I am expected to examine the financial statements in details and carry out three tasks to produce a report.Short term sourcesTax dueEnterprise income tax related to the interests of the enterprise. The tax due has the decline trend from £900,000 in 2014 to £600,000 in 2015.Long term sourcesDebenturesDebentures may have a fixed time period or an open time period. The company’s fixed assets normally secure debentures. The trend has keeping from 2014 about £8000,000 to £8000,000 in 2015.Ordinary capitalCollect the enterprise through the issuance of shares to investors. ordinary capital is as corporate profits changes and changes in a share. Do not repay the principal, but there are some risks. In 2014,the ordinary capital is £4500,000,in 2015,the ordinary capital is £4700,000. There are a rising tendency from 2014 to 2015.4. Review of SSP’s Financial Performance and PositionThe Gross Profit Percentages is an indication of the level of profit the business has made from buying and selling its stock. In 2014 it is 34.87%,more than 29.90% in2015,it has a tendency of decrease from 2014 to 2015.The Net Profit Percentages shows how profitable a business is after all expenses have been taken into account. It is 17.95% in 2014, there are 11.27% in 2015. Which reflect a decline trend from 2014 to 2015.The Current Ratio shows the ability of the business to pay its short-term debts. In 2014 is 1.94:1, in 2015,it is 1.87:1,it reflect a decline trend from 2014 to 2015.The Acid Test is considered a better indication of the business’ability to meet its current liabilities. It is 1.75:1 in 2014, it is 1.69:1 in 2015, it is a decline trend from 2014 to 2015.The Gearing Ratio considers the proportion of ordinary capital compared with other capital. There are 40% in 2014,more than 2015 is 37.34%,it is a decline tendency from 2014 to 2015.The Interest Cover shows how capable the company is of covering its interest charges. In 2014 the interest cover is 5.38times,more than 3.88 times in 2015,it is a rising tendency from 2014 to 2015.5.ConclusionAdditional financing will be requires to fund the expansion. The Finance Director is on long term leave but the Board has been provided with the Income Statement, Statement of Financial Position and Cash Flow Statement for the years 2014 and 2015.6.RecommendationsRecommendations to improve company’s performance and financeIdentify and research the reason that rising sharply 20% and use the efficiency method to improve operating profits. From string the credit control system to reduce the debtor’s collection period. On the other hand, they can reduce the company’s creditor’s payment period to get the biggest discount from providers, at the meanwhile can promise the continuity of the suppliers operations. The fixed assets, especially the plant and machinery’s efficiency should be research. The company should consider replace the old machines to improve the efficiency.Financing options for the expansionThe company should consider improve the common stock’s dividends, which made the company has more attracts to visa interview between in existing common shareholders and potential common shareholders, and then, the company can get more equity funding, as well as reduce the gearing at the same time. The company also can consider using reserves about £10.4m as the expansion funding. Because this company’s cash flow is very well, there are lower risks to use reserves and do not existing the servicing costs.7.AppendixKey Financial Rations2014 2015 ProfitabilityGross Profit Percentages 6,800 =34.87% 6,100 =29.90%19,500 20,400Net Profit Percentages 3,500=17.95% 2,300=11.27%19,500 20,400LiquidityCurrent Ratio 15,160=1.94:1 18,690=1.87:17,800 10,000Acid Test 13,660=1.75:1 16,890=1.69:17,800 10,000Capital StructureGearing Ratio 9,000=40% 9,000=37.34%22,500 24,100 Interest Cover 4,300=5.38times 3,100=3.88times800 800。
HND人力资源报告
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Report for Manageing People and Organisation (DDE3D34)Outcome 4The Barbour Brown Engineering Ltd and theaccomplishment of the new merger companyCandidate name:Grade and Class:Financial services 2010Student ID:1.0 Introduction (3)2.0 Literature Review (4)2.1 Flat structure (4)2.2 Centralised structure & Decentralised structure (4)2.3 Shamrock structure (or Hybrid structure based on a line project teamapproach) (5)2.4 Contigency Approach (6)2.5 Line, Staff, function and lateral relationship (7)2.6 Authority, Responsibility and Delegation (8)3.0 Case study (8)3.1 Background of Barbour Brow Engeneering Ltd (8)3.2 Solutions of current situations (9)3.2.1 Suggested Organisation Structure (9)3.2.2 Contigency Approach (10)3.2.3 Relationship within Proposed New Structure (11)3.2.4 Authority, Responsibility and Delegation within New Structure (11)4.0 Conclusion (12)5.0 Reference (12)1.0 IntroductionBarbour Brown Engineering Ltd was no defined structure. The company was built by Neil and David. To start with the company had seven people, Neil, David, Jack and James. In addition, there had three technicians. In the company, for products, they should was to provide a high quality service. For staff, the leaders made the staff were trained in the technology. In addition, David had used the timesheets to staff.In Barbour Brown Engineering Ltd, have more work achievements in the fourteen years. Neil being able to rely on the service of John’s firm had been a major benefit in gaining contracts, because this increased the firm’s ability to ensure a high quality of service during the development stage of projects. Their staff were trained in the latest technology. This enabled the firm to produce the designs to a high specification as efficiently as possible.In Barbour Brown Engineering Ltd, the internal was not in combination with the external, is an open question in the company. The company to cooperate with the John Colbert Civil Engineering Contractors was very successful in the four years. Because Barbour Brown Engineering Ltd have more benefits. The firm had reputations for high quality work. John Colbert Civil Engineering Contractor s’ boss, John was old. The company had approached with Neil about a merger.So Barbour Brown Engineering Ltd should re-structure with John Colbert Civil Engineering Contractors. Re-structure is best opportunity to Barbour Brown Engineering Ltd.2.0 Literature Review2.1 Flat structureFlat structure is a kind of structure pagoda, he is characterized by the control range is big, its advantage is to managers may authorize, ensure that the policy to implement. But Flat structure of the faults are also obvious: prone to management is out of control, and need high quality management control of the situation.2.2 Centralised structure & Decentralised structureCentralization is an organization in the brake important decision, never or seldom let middle or lower management personnel to participate in.Decentralization is refers to the decision-making right across the various management department or the hands of walkers.2.3 Shamrock structure (or Hybrid structure based on a line project team approach)The first leafOn behalf of the table core expert system, by a senior experts and technical personnel and management personnel form the nucleus of the employees. Most of these workers received a good professional training, is the enterprise senior management of power. The second leafThe existing contract relationship with the enterprise individual or organization form, often including some once worked for the enterprise, but now to provide services of experts. These men are around the enterprise planets, but in order to complete the project or the performance of the contract, in the decision-making aspects enjoys high autonomy.The third leafRepresents the great elastic Labour, such as and worker and temporary workers, etc. In the han di model, this part of the person is not only hire helper, the enterprise should make full close to them, and let them feel oneself is a member of the organization, thus high standard to finish the job. This part of the workers' decision-making power is usually confined to their work scope.Shamrock organization The shamrock organization is an organizational structure where a core of essential executives and workers are supported by outside contractors and part-time help.2.4 Contigency ApproachContingency theory takes the view that there is no one best way to structure, manage or control a business. The methods to be employed, it is argued, should be based on finding the best fit between the organisation and its environment. The particular situational factors such as size, technology or environment will determine the systems and structures employed. There have been criticisms of this theory, particularly in relation to how useful it is in practice. The same performance may be achievable with different systems and structures for a given set of situational factors.Task -scope of product/service will be wider and engineers will have more control over the site workers.Technology - enables movement to alternative location, creating reduction in size of administrative support.Size - bigger organisation enabliing ability to compete more effectively for future projects and the reduction of support area, thus creating economies of scale.2.5 Line, Staff, function and lateral relationshipLine relationship:CEODavid Neil JohnHuman Resource Finance Marketing Structure team1 tean2Line relationship is that the managers control the different part. In the case, David control the Human Resource part and Finance part, Marketing and Structure belongs to Neil and John control the team1 and team2.Function relationship:NeilMarketing StructureDepartment1 Department2Between the Marketing department and other departments relationship is the functional relationship.Staff relationship:Jack JamesEngineer1 Engineer2 Engineer3 Engineer4Staff relationship is Jack and James between the lowest level employees relationship.Lateral relationship:David NeilHuman Resource Finance Marketing StructureLateral relationship is between the same level engineers or departments. For example, it’s between the David and Neil relationship.2.6 Authority, Responsibility and DelegationAuthority: Authority is the right to direct or guide the actions of others and extract from them responses that are appropriate to achieving the goals of the organisation. Responsibility: Responsibility is the obligation placed on a person who has a certain position in an organisation to perform a task, assignment or function.Delegation: Delegation is the act of passing the responsibility to complete a task to another person.3.0 Case study3.1 Background of Barbour Brow Engeneering LtdThe structure of Barbour Brown Engineering Ltd The Barbour Brown Engineering Ltd has three structures, top manager, middle manager and subordinate manager. The top manager is David and Neil. David’s work is divided by products and services. All new projects went to David in the first instance. And he set the staff specific tasks as this enabled him to keep a tight check on their performance. David is administration and civil work. Neil’s work is work to make decisions regarding the structural work. He concentrated on promoting the company by sourcing business contracts, and he not to get involved in work politics. Neil is created for the structural work. The middle manager is James and Jack. James was often delegated the task of giving out new projects to staff and he was allowed to authorize site visits when David was out o f the office. Jack following Neil’s approach, Neil gave Jack the autonomy and flexibility to decide how the projects should be carried out. The subordinate manager is the staff of Barbour Brown Engineering Ltd. The staff’s work is distributed by the top manager and the middle manager.Thus, the company is Flat strecture, and David is the centralized type and Neil decentralized of hybrid3.2 Solutions of current situationsNew organizational structure The Contingency theory takes the view that there is no one best way to structure, manage or control a business. The same performance may be achievable with different systems and structures for a given set of situational factors. The particular situational factors such as size, technology or environment.3.2.1 Suggested Organisation StructureAfter the merger of the two companies should establish new management structure, and preferred clover or hybrid management structure.(1)Administration: This is the core staff in the shamrock organization. The manager is David. Because David lay great emphasis on the internal management and he in charge of the administration and civil work. The administration section to constitute the policy of the Barbour Brown Engineering Ltd. The administration section is basal section, and it set up the policy for the development section and the marketing section. Marketing: The manager is Neil. Because he pays attention to the external management. And Neil to participate in the projects, products and customer services. The marketing department is to offer the information of the projects, products and customer services give the administration department and development department.Development: The manager is John. Because the department’s responsibility is exploit products. So the department should have more staff. John has experience of the human resources in his quondam company. The development department is to practice the policy and the information of the services by the administration department and marketing department.A hybrid will include elements of both matrix and functional organizations. The advantage of this approach is that it may be adaptable to changing business circumstances. Disadvantages are that it may lead to staff being confused about what their responsibilities are.3.2.2 Contigency ApproachTask The nature and size of the task is a key determinant in shaping the organization. Task: Engineering consultants had always preferred to be based in town centres. Because this was mainly to allow clients easy access to the engineers.Technology The technology the organization uses is a key factor in its success. Technology: As a result of new technology and computer networks, design communication tended to be done through phone calls and email.Size The size of the organization is a key variable in influencing the design and structure of the organization.Size: The two administrations were merged. Thus creating economies of scale.3.2.3 Relationship within Proposed New StructureLine:Staff:Functional:Lateral:Administration Office Structual Office Civil Engineering OfficeJohn Neil DavidTeam One Team Two Jack Engineers JamesThus, the company is Flat structure, and David is the centralized type and Neil decentralized of hybrid3.2.4 Authority, Responsibility and Delegation within New Structure The original company of the responsibility, right and authorization chaos and not clear, in the new companies need to be more clear.The new company in this respect should pay attention to each group have the right according to the project design needs to organize and distribution of wages. The team leader has the right in your own team in the proper authorization make responsibility refinement.4.0 ConclusionThe report was to analyze the new organization structure in the Barbour Brown Engineering Ltd merged with the John Colbert Civil Engineering Contractors. The new organization has more different with the old organization, and the benefit of the organization.The Barbour Brown Engineering Ltd because of more disadvantages was to create the system produced cracks. But according to the Barbour Brown Engineering Ltd cooperation with the John Colbert Civil Engineering Contractors in former years. The two companies’leaders made a decision, the two companies were merged. They should to set up the new organization structure. The new organization structure should to supply highly benefit.5.0 ReferenceSQA 2009, Managing People and OrganisationsPress: China Modern Economic Publishing House。
SQA ,HND会计第一学期报告
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1. IntroductionSSP plc is engaged in food processing and operating in food manufacturing industry. It will explain the purpose of set of financial accounting information and analyze and accounting ratios.2. Task 1Users Purpose of users Sources of financial informationManagement (Managing Directors, Financial Managers, Departmental Managers,etc.)To allow management tomake effective decisions,all areas of accountinginformation are ofinterest to them.Management will use theaccounting informationto compare performancewith pervious years andcompetitors, identifyareas of improvement,plan future resourceallocation, decidepurchasing and pricingpolicies, etc.Management will use all sources offinancial information. The company’spast performance can be assessed usingthe final accounts and ratio analysis. Theratio analysis can then be compared withprevious years or with competitors toshow areas of possible improvement orinvestigation. Budgets are also animportant source to management-theseare used to identity possible futureproblems so that proactive measures canbe taken.Employees (Executives who are interested in how well their entity isbeing performed.)Employees are generallyinterested in job securityand future salarynegotiations. They willtherefore be particularlyinterested in profitabilityand the company’s futureprospects.For employees who are interested in jobsecurity, the cash flow statement can beused as a guide to future prospects.Employees will therefore refer to thetrading, profit and loss account andprofitability ratiosAnd the company’s profitability will beused as the basis of the future salarynegotiations.They will therefore be particularlyinterested in profitability and thecompany’s future prospects.Present shareholders (existingowners: ordinary and preference)Present shareholders areprimarily interested inthe value of their sharesand the return on theirinvestments. This groupof users will thereforerequire the financialaccounting informationfor the purpose ofassessing the profitabilityof company.Profitbility ratios will be of ulimateinterest to shareholders, in particular aratio known as return on capitalemployed. This ratio indicates the amountof dividend received by shareholders inrelation to the amount invested.Shareholders will also receive a copy ofthe annual report.Present shareholders will use this information to help decide whether to remain a shareholder in this business or to sell their shares and investelsewhere.Competitors Competitors will beinterested in all areas ofthe business such asstability, pricing policyand performance, thisinformation may allowthem to get a ‘lead’ in themarket. Fundamentallycompetitors will use theinformation containedwithin the accounts inorder to compareperformance.Competitors will use all sources of information, in particular compare ratio calculations in order to assessperformance and identify areas ofpossible improvement.Domo-kun 00:04:093. Task 2Sources of FinancesAccording to the time duration during which we can use the fund sourced internally and externally, we divide sources of finances into three different groups: Short-term finances (no more than one year); Medium-term finances (two to ten years); Long-term finances (more than ten years)The short term refers to funds that are borrowed for a period of no more than one year. Short-term finance will be appropriate to finance seasonal clical fluctuations in trading, general working capital requirements or purchasing minor fixed assets with a short working life; The medium-term refers to funds that are borrowed for a period of between two and ten years. Medium-term finance will be appropriate to finance the acquisitions of materials or fixed assets with a medium term life span, to overcome a persistent cash flow problem of finance small-scale expansion. There is no medium term finance in this case; The long-term refers to funds that are borrowed for a period of more than ten years. Long-term finance will be appropriate to finance the acquisition of fixed assets with a long-term life span or finance large-scale expansion.Sources of finance employed by SSP plcIn this case, Bank Overdraft, Trade Credit are the short-term finance:Bank Overdraft: Bank accounts holders can prearrange with the bank to draw cheques to a greater value than the actual balance in the accounts. Customers are charged interest on the size of theoverdraft. Bank charges will also apply where an overdraft limit has been exceeded. Bank overdrafts are fairly cheep from of finance with the added advantages of flexibility. In some cases a small overdraft facility may be offered free of chargeTrade Credit: Business company purchases raw materials stocks for resale and pays for them later. By delaying payment for stock, cash is made available for other of raising finance. However, by delaying payment for goods customers may forfeit discounts. Delayed payments can also lead to poor relations with suppliers.4. Task 3Analysis of Financial of SSPProfitability RatiosProfitability ratios are used to explain the comparative abilities of different entities in extracting earnings in the process of employing resources and the abilities of controlling the internal cost in business activities. Gross Profit Margin is an indication of the level of profit the business has made from buying and selling its stocks. Net Profit Margin evaluates the ability of the entity in retaining income from all business activities after paying all operational expenditures out of sales. It also shows theability to pay taxes and dividends consequently. From P&L we can find that the administrative expenses and distribution costs increased in 2004. Gross Profit Margin was 59.96% in 2003 and 60.06% in 2004. Net Profit Margin was 10.13% in 2003 and 6.73% in 2004. It is a good sign for the first increase, for it shows that SSP has increased efficiency of production expense. But the increase may not be a good sign, for it shows that SSP is less profitable, for it has a large administration expenses.Liquidity RatiosLiquidity ratios indicates the ability of an entity in repaying debts in short-term by employing current resources. Current Ratio shows the ability of the business to pay its short-term debts. It has increased from 1.56 to 1.78, which is a good trend. This is mainly due to the reduction in the present level of creditors. Quick Ratio is considered a better indication of the business’ ability to meet its current liabilities. It has decreased from 0.77 to 0.64, which is a bad trend. It is an indication that the company has a liquidity issue that lead to an inability to repay its short term debts.Efficiency RatiosEfficiency ratios indicate the efficiency that the entity utilize its resources and carry out its daily operations. Stock Turnover indicates the quickness of the stock being turned into sales hence earning profit. In the case, the fixed asset turnover ratio has increased. It’s a good sign shows that each £1 of fixed asset generates £3.10 of sale. It’s more efficient of the use of fixed assets when compared to £2.91 in 2003. But the decrease in stock turnover ratio is not a good sign, for the company has more stock in warehouse, all the food would go bad if stocked for a long time.5. Recommendationa. Company should use matching rule, such as using short-term finance to meet short-term demands and vice versa.b. Company can negotiate longer trade creditor payment period, as long as it will not affect the relation between company and suppliers.c. Company can use leasing to obtain fixed assets such. And the company need not to too many more investment. Where a firm does wish to purchase an asset outright, they may rent it instead from a leasing company. An option to buy the assets outright once the leasing term is completed may be available. However leasing is more expensive than outright purchase over a long period of time and loans cannot be secured on assets which are leased.d. If long-term liabilities finances are been using, managers should pay attention to the investment ratio in order to control the long-term solvency of the company.AppendicesRatio Analysis:1. Gross profit percentage= gross profit les*100Year 2003: 7000/11672*100=59.96%Year 2004: 8037/13382*100=60.06%2. Net profit percentage= Net Profit before Tax overYear 2003: 1182/11674=10.13%Year 2004: 901/13382=6.73%3. Current Assets: Current LabializesYear 2003: 1195:4445=1.56Year 2004: 1248:4865=1.784. The Acid Test Ratio= Liquid Assets: Current LiabilitiesYear 2003: (1195-608)/767=0.77Year 2004: (1248-796)/701=0.645. Stock Turnover=Cost of Goods Sold/Closing StockYear 2003: 4674/608=7.69(times)Year 2004: 5345/796=6.71(times)6. Fixed Assets Turnover=Turnover/Fixed AssetsYear 2003:11674/4017=2.91(times)Year 2004:13382/4318=3.09(times)7. Creditors Payment Period=creditors/cost of good sold*365Year 2003:1560/4674*365=42.48(days)Year 2004:1560/5345*365=27.66(days)8. Gearing Ratio=Fixed Return Capital/Ordinary Share Capital*100% Year 2003:1950/1560*100%=80%Year 2004:1950/1560*100%=80%9. Debt Ratio =Total Debts/ Total Assets*100Year 2003: (4445+1560)/ (4017+428) *100=44.65%Year 2004 :( 4865+1560)/ (4318+547)*100=40.62%。