|
In this Aug 2004 issue of On Target :
Your Institute: A Tour of the Secretariat
2004-2005 Annual Subscription Notice
What's On
Bookshelf
Your Institute : A tour of your secretariat
It has been a year since the Institute moved into its purpose built premises, the CMA House at the Monash Corporate Centre in Clayton, Victoria, Australia, and it is only now that almost all of the work has been transferred to its new location. [The Institute still has a presence in its old Caulfield location, but the major business is now carried out at CMA House]. Pictured below are two views from outside, the car park and the entrance.
CMA HOUSE
The Entrance to CMA House at the Monash Corporate Centre
Once inside members will see a busy secretariat, and members are welcome to use its reference library, one of the most comprehensive collections of management accounting books and journals in Australia. For the practitioner, book on current topics such as the Balanced Scorecard, Activity Based costing, Value-Based Management, Corporate Governance etc., abound, and for the historian, practitioner journals dating from the 1930s are available! Amongst the many subscriptions to journals the library makes are those to the Accounting Review, Journal of Management Accounting Research, Issues in Accounting Education, Accounting Horizons, Accounting and Finance, BRW, CPA, Strategic Finance and of course the Institute’s own academic journal, Journal of Applied Management Accounting Research.
A Section of the Reference Library at CMA House
The Institute has also obtained Registered Training Organisation (RTO) status from the Australian National Training Authority to train students for the Advanced Diploma in Accounting. This Advanced Diploma will be incorporated within the CAT, GMA and CMA programs of the Institute and training will be undertaken at numerous locations including in the training facilities at CMA House [pictured]. The Institute’s CMA members also have the opportunity to continue their education right up to an MBA via its affiliation with the Global Business School [for more details see www.cmawebline.org
Some of the Institute's Training Rooms
Annual Subscription Notice :
Your membership subscription fee was due on July 31st, and if you have not renewed, then your subscription is now overdue. If you have not already done so, please forward your 2004-2005 subscription to the Institute by 30 September 2004 for continuation of your membership status. Thank you for your support of your Institute.
The current membership fees are :
FULL FEES
Affiliate
AUD 77.00
Graduate
AUD 110.00
Associate
AUD 154.00
CMA
AUD 187.00
Members are reminded that only current members are allowed to use the MAA/GMA/AMA/CMA membership designations. Failure to maintain membership status would also necessitate the return of their Membership Certificate.
What's On
ICMA in the News: Hisdustan Times 30 July 2004 (web or PDF)
\August 2004
Launch of GMA Conversion Program in Sri Lanka by the Institute of Chartered Accountants of Sri Lanka and ICMA
September-October, 2004
Advanced Management Accounting & Advanced Strategic Management Accounting, Second Intake Seminars in the Philippines conducted by Business Sense Inc.
August 2004
Launch of the Certified Accounting Technician (CAT) program in the Philippines conducted by Business Sense Inc.
August 12-19, 2004
Advanced Management Accounting & Advanced Strategic Management Accounting 7-day Seminar in PNG conducted by Graduate School of Management and ICMA
August 16, 2004
Keynote Addresses by President Leon Duval and Professor Janek Ratnatunga at the “Enhancing Public Finance Management” conference in PNG organized by the Ministry of Finance, on the topics Triple Bottom Line Reporting in Developing Countries, and Corporate Governance and the Role of the Strategic Audit.
September, 2004
ICMA Annual General Meeting [Date to be confirmed]
Sept 20-28, 2004
Advanced Management Accounting & Advanced Strategic Management Accounting 7-day Seminar in India conducted by First Canvas and ICMA
Sept 30-October 7, 2004
Advanced Management Accounting & Advanced Strategic Management Accounting 7-day Seminar in Lebanon conducted by Hamidi Business School and ICMA
Book Shelf
Customer Relationship Management (CRM) software is becoming popular for improving service delivery to customers. Robert Kapanen in “Customer relationship management and service delivery” in International Journal of Services Technology and Management (Vol. 5, Iss. 1, 2004) argues that software is only part of the solution as people, processes, management and reward systems must be included. The aim is to establish a clear understanding of the customer both from the company’s point of view and the customer’s perspective, regardless of departments and/or communication channels, so that communication, coordination and efficiency are improved across all departments. The result is improved customer satisfaction, loyalty and retention, and improved profitability from both increased revenues and reduced costs.
Mike Bolton argues that CRM initiatives fail because they do not go far enough in changing the underlying culture and systems of an organisation. (See “Customer-centric business processing” in International Journal of Productivity and Performance Management, Vol. 53, Iss. 1/2, 2004).
Sandra Vandermerwe agrees that the best results come from going further than just installing software. Writing about “Deep Customer Focus” in MIT Sloan Management Review (Spring, 2004), she notes that “true customer focus involves comprehensive organizational change”. The author’s in-depth case research shows how breakthroughs in thinking can improve growth and profitability more effectively than CRM software (and loyalty programs or satisfaction surveys). “When deep customer focus gets rooted in employee behaviour, people at all levels become innovators.”
Also in that issue of MIT Sloan Management Review, Ray Stata, in “New Ways to Evaluate Innovative Ventures”, reminds us “giving people permission to experiment and learn from experience is essential; for innovation”. A culture of accountability needs to be balanced with a culture of learning in experimental businesses.
Please feel free to share anything that you have found interesting. You can send your ideas to: Bill Richardson, Dept of Accounting & Finance, Monash University, PO Box 197, Caulfield East VIC 3145.
|
