Professional Documents
Culture Documents
Features of Service Organization Features of Professional Organization MCS in Professional Service Organization Features of Non-Profit Organization MCS in Non-Profit Organization
Goods can be held in inventory, which is a buffer that dampens the impact on production activity of fluctuations in sales volume. Services can be stored. The airplane seat, hotel room, hospital operating room, or the hours of lawyers, physicians, scientist, and other professionals that are used today are gone forever. Thus, although, a manufacturing company can earn revenue in the future from products that are hand today, a service company cannot do so. It must try to minimize its unused capacity. Moreover, the cost of many services organizations is essentially fixed in the shorts run. In short, a hotel cannot reduce its costs substantially by closing off its rooms. Accounting firms, law firms, and other professional organizations are reluctant to lay off professional personal in times of low sales volume because of the effect on morale and the costs of rehiring and training. A key variable in most service organization, therefore, is the extent to which current capacity is matched with demand. Service organization attempts this matching in two ways. First they try to stimulate demand in off peak periods by marketing efforts and price concessions. Cruise lines and resort hotels offer low rates off seasons. Second, if feasible, service organization adjusts the size of workforce to anticipated demand, if feasible, by such measures as scheduling training activities in slack periods and compensating for long hours in busy periods with time off later. The loss from unsold services is so important that occupancy rates and similar indications of success in selling available services are normally key variable in service organizations.
(2)
A manufacturing company can inspect its products before they are shipped to consumer, and their quality can be measured visually or with instruments(tolerances ,purity, weight, color, and so on).A service company cannot judge product quality until the moment the service is rendered, and then the judgment are often subjective. Restaurants management can examine the food in the kitchen, but customer satisfaction depends to a considerable extent on the way it is served. The quality of education is so difficult to measure that few educational organizations have a formal quality control system.
(3)
Labor Intensive
Manufacturing companies add equipment and automate production lines, thereby replacing labor and reducing costs. Most service companies are labor intensive and cannot do this. Hospitals do add expensive equipment, but mostly to provide better treatment, and this increase costs. A law firm expands by adding partners and new support personnel.
profitably. However, in respect of non-repetitive tasks, planning the time required, establishing standards considered reasonable for performing tasks, and evaluation of performance become a difficult task. Another problem that arises in performance measurement is the unwillingness of professionals to maintain records relating to time spent. Although this problem can be resolved if senior management takes the initiatives in ensuring accurate reporting of time, the problem arises in connection with the amount to be charged per hour for time spend on a job. (4) Marketing in Professional Service Organization: Whereas there exists a strict demarcation between manufacturing and marketing activities in manufacturing organizations, it is hard to find such dividing line in professional organizations. Professional working in professional firms is like accounting, law and medical are debarred from openly marketing the firms services by virtue of their professional code of ethics. However, most of the organizations need to engage in marketing as its an essential activity. Consequently, professional who work for clients, that is devote most of their time and energy to production make speeches, play golf, establish contacts and similar activities to market the organizational services.
(1) Pricing
Most professional firms determine the price of their services in a traditional manner. If the professional service offered is dependent on time, then the fee is fixed on the basis of time spent on the service. Investment banking is an exception to this. In case of investment banking, the service charge is determined on the basis of monetary size of the securities issue. Prices of services offered differ from profession to profession. The prices are high for accountants and physicians compared to research scientists, for instance.
While most business organization have profit as their main goal which is measured by the net profit shown in the profit and loss account, non profit organization have multifarious goals and owing to the absence of profit motive no such performance measure exists. The income and expenditure account shows the surplus or deficit of the non profit organization. Unlike a business organization, a non profit organization cannot earn a large surplus. The reason underlying this is that a large surplus means that the entity is not providing the services desired by the contributors of capital. Similarly, continous deficit would make the organization bankrupt. Consequently, it is desireable that such organization should earn a modest profit.
(3) Governance:
Trustees who are nominated to govern non profit organization work in honorary capacity and several trustees are not familiar with the management of business. Apart from this, it is difficult to measure the performance of such an organization. Consequently, the control of trustees is less and they are likely to isolate actual and incipient problems compared the directors of a business organization.
A nonprofit organization was define by law, is an organization that cannot distribute assets or income to, or for the benefit of, its member, its officers, directors. The organization can, of course, compensate its employees, including officers and members, for services rendered and for goods supplied,. This definition does not prohibit an organization from earning a profit, on average, to provide funds for working capital and for possible rainy days. (1) Product Pricing Many nonprofit organizations give inadequate attention to their pricing policies. Pricing of services at their full const is desirable. A full-cost price is the sum of direct costs, indirect cost, and perhaps a small allowance for increasing the organizations equity. This principle applies to services that are directly related to the organizations objectives. Pricing for peripheral activities should be market-based. Thus a nonprofit hospital should price its health care services at full const, but prices in its gift shop should be market based. In general, the smaller and more specific the unit of service that is priced, the better the basis for decisions about the allocation of resources. For example, a comprehensive daily rate for hospital care, which was common practice a few decades ago, masks the
revenues for the mix of services actually provided. Beyond a certain point, of course, the cost of the paper work associated with pricing units of service outweighs the benefits. As a general rule, management control is facilitated when prices are established prior to the performance of the services. If an organization is able to recover it s incurred costs, management is not motivated to worry about cost control. (2) Strategic planning and budget Preparation In nonprofit organizations that must decide how best to allocate limited resources to worth-while activities, strategies planning is a more important and more time-consuming process than in the typical business. Colleges and universities, welfare organizations, and organization in certain other nonprofit industries know before the budget year begins, the approximate amount of their revenues. They do not have the option of increasing revenues during the year by increasing their marketing efforts. They budget expense so that organization will at least break even at the estimated amount of revenue. They require that managers of responsibility centre limit spending close to the budget amounts. The budget is, thereof, the most important management control tool, at least with respect to financial institution. (3) Operation and Evaluation In most nonprofit organizations, there is no way of knowing what the optimum operating costs are. Responsibility centre managers, therefore, tend to spend whatever is allowed in the budget, even though the budgeted amount may be higher than is necessary. Conversely, they may refrain from making expenditures that have an excellent payoff simply because the expenditure was not included in the budget. Although nonprofit organizations have has a reputation for operating inefficiently, this perception has been changing for good reasons. Many organization have had increasing difficulty in raising funds, especially from government resources. This has led to belt-tightening and to increased attention to management control. As mention above, the most dramatic change has been in hospital costs, with the introduction of reimbursement on the basis of standard prices for diagnostic-related groups
(a)
Board self-evaluation
Members of the Board of Directors should regularly evaluate the quality of their activities on a regular basis. Activities might include staffing the Board with new members, developing the members into well-trained and resourced members, discussing and debating topics to make wise decisions, and supervising the CEO. Probably the biggest problem with Board self-evaluation is that it does not occur frequently enough. As a result, Board members have no clear impression of how they are performing as members of a governing Board. Poor Board operations, when undetected, can adversely affect the entire organization.