Saturday, February 13, 2016
Select a GLOBAL Fortune 500 company (it cannot be one you work for) that operates in the United States
Select a GLOBAL Fortune 500 company (it cannot be one you work for) that operates in the United States and in other nations around the world. You will be using the same firm for the Unit 5 Assignment and the Unit 6 Final Project, so make sure it is one you are interested in and that has plenty of good sources of information available. A. Summarize the firm’s history, its recent and current operating results, and the economic, social, and political forces that affect it most. B. Present a brief SWOT analysis (Strengths, Weaknesses, Opportunities, Threats). C. Discuss the factors it will need to predict, plan for, and adjust to in the future. The Assignment is to be a minimum of five pages long (title pages, bibliographies, etc., do not count) and in APA format. A good variety of objective, high-quality, current sources need to be used. Cannot be Walmart.
Assume that you have been appointed as the Speaker of the House
Assume that you have been appointed as the Speaker of the House. You must deliver a speech about the current state of the U.S. macroeconomy to a number of amateur reporters who are unfamiliar with economics.
Prepare a 750- to 1,050-word speech in simple terms and concepts that focus on international trade and foreign exchange rates.
Integrate a summary of your answers to the following questions and cite external research to further justify your facts:
• What happens when there is a surplus of imports brought into the U.S.? Cite a specific example of a product with an import surplus, and the impact that has on the U.S. businesses and consumers involved.
• What are the effects of international trade to GDP, domestic markets and university students?
• How do government choices in regards XXXXX XXXXX and quotas affect international relations and trade?
• What are foreign exchange rates? How are they determined?
• Why doesn’t the U.S. simply restrict all goods coming in from China? Why can’t the U.S. just minimize the amount of imports coming in from all other countries?
Prepare a 750- to 1,050-word speech in simple terms and concepts that focus on international trade and foreign exchange rates.
Integrate a summary of your answers to the following questions and cite external research to further justify your facts:
• What happens when there is a surplus of imports brought into the U.S.? Cite a specific example of a product with an import surplus, and the impact that has on the U.S. businesses and consumers involved.
• What are the effects of international trade to GDP, domestic markets and university students?
• How do government choices in regards XXXXX XXXXX and quotas affect international relations and trade?
• What are foreign exchange rates? How are they determined?
• Why doesn’t the U.S. simply restrict all goods coming in from China? Why can’t the U.S. just minimize the amount of imports coming in from all other countries?
Geocaching is a popular global pastime. Your task is to identify the entities and relationships
Geocaching is a popular global pastime. Your task is to identify the entities and relationships that are implied by the geocaching cache page (see below). In effect, you will be analysing the structure of the database that supports the site.
It is preferable that you investigate this domain by logging on to geocaching.com (it's free) and having a good look around (why not go find a cache?). If you have any qualms about setting up a login, just use the screenshots below.
As with assignment 1, model the domain, create an E-R diagram & data dictionary, build a prototype database by creating the tables and populating them with at least 3 rows of dummy data, take screenshots and compile a data dictionary then show how your database would meet the requirements for displaying the cache page and statistics pages (see below).
Team Work
Design is usually best done in teams. This is because ideas are generated and tested in a (generally) supportive environment and several minds are much better than one. In other units you will learn about team work, but that's not part of the curriculum of database design, so you have options:
1. If you want to do the assignment yourself, you may (a team of 1).
2. If you want to work with others in your tute, firstly get together and talk about it... start with
http://www.mycollegesuccessstory.com/academic-success-tools/student-team-tips.html
then ... 'play nice'...
Beware of one thing - your assignment must either be identical to others named as being in your team, or quite different from any others.
What to Submit
Each student submits a Word document at the assignment 2 dropbox.
All students in a team submit the same document.
As with Assignment 1, your document should contain:
Identifying information - especially the ids of your team members
A brief introduction to your assignment saying what's in it
An ER Diagram (screenshot from your DBMS relationship view)
Assumptions or business rules noted to explain your interpretation of geocaching
Data dictionary (screenshots of design view of tables with description of each field)
Dummy data (data sheet view of tables)
Description of how the cache and statistics can be created from your database
Queries needed to generate the pages - at least 3 queries in native SQL (ie. not SQL view of the Access query creator)
Optional: Any comments you would like to make about your team members contributions.
Geocaching.com
Below are screenshots of (1) A Cache page and (2) A Statistics Page which together provide the scope of your analysis. You do not need to include the maps or the download files (LOC waypoints, etc) (unless you want to!).
(1) A Cache page
2) A Statistics Page
It is preferable that you investigate this domain by logging on to geocaching.com (it's free) and having a good look around (why not go find a cache?). If you have any qualms about setting up a login, just use the screenshots below.
As with assignment 1, model the domain, create an E-R diagram & data dictionary, build a prototype database by creating the tables and populating them with at least 3 rows of dummy data, take screenshots and compile a data dictionary then show how your database would meet the requirements for displaying the cache page and statistics pages (see below).
Team Work
Design is usually best done in teams. This is because ideas are generated and tested in a (generally) supportive environment and several minds are much better than one. In other units you will learn about team work, but that's not part of the curriculum of database design, so you have options:
1. If you want to do the assignment yourself, you may (a team of 1).
2. If you want to work with others in your tute, firstly get together and talk about it... start with
http://www.mycollegesuccessstory.com/academic-success-tools/student-team-tips.html
then ... 'play nice'...
Beware of one thing - your assignment must either be identical to others named as being in your team, or quite different from any others.
What to Submit
Each student submits a Word document at the assignment 2 dropbox.
All students in a team submit the same document.
As with Assignment 1, your document should contain:
Identifying information - especially the ids of your team members
A brief introduction to your assignment saying what's in it
An ER Diagram (screenshot from your DBMS relationship view)
Assumptions or business rules noted to explain your interpretation of geocaching
Data dictionary (screenshots of design view of tables with description of each field)
Dummy data (data sheet view of tables)
Description of how the cache and statistics can be created from your database
Queries needed to generate the pages - at least 3 queries in native SQL (ie. not SQL view of the Access query creator)
Optional: Any comments you would like to make about your team members contributions.
Geocaching.com
Below are screenshots of (1) A Cache page and (2) A Statistics Page which together provide the scope of your analysis. You do not need to include the maps or the download files (LOC waypoints, etc) (unless you want to!).
(1) A Cache page
2) A Statistics Page
Law5206 Assignment
Law5206 Assignment
Assignments submitted after the due date in the absence of an extension will incur a marking penalty. An extension must be applied for in writing before the due date. Extension applications must be accompanied by appropriate supporting documentation. In particular, where an extension is sought on the ground of illness, a medical certificate must be supplied.
Question 1 (30 marks) (2000 words maximum)
Bell Ltd is a company that installs kitchen facilities, and has four directors on its board:
- Abbey, the company’s managing director
- Bob, the company’s chief financial officer
- Cathy, the company’s non-executive director
- David, the company’s non-executive director chairman
The company’s business has been very successful. However, recently it has experience a number of problems.
Following the board decision to offer customers a special installation package, Cathy has negotiated an exclusive contract with Western Sydney (WS) Ltd. Cathy has not informed the board that WS is actually owned by her son. Bob suspects that Cathy is personally connected with WS, however, he has not raised his concern with any of the other directors. In addition, Bob made sure the other directors were kept in the dark about company’s real financial position and did not give them meaningful or accurate financial information for some time.
Despite Bell Ltd’s negative cash flow position, Abbey proposes to expand its operations into dishwasher installation. Cathy questions whether the company can afford the costs associated with the expansion. As a result, the board delegates to Bob the task to investigate Abbey’s proposal. Bob, however, spends very little time investigating the proposal due to his busy schedule, and hastily prepares a report recommending that the proposal be accepted.
The next board meeting is very long and the consideration of Abbey’s proposal and Bob’s report is the last item on the agenda. As the directors are anxious to leave, David allowed only 10 minutes for Abbey to present her business plan for the proposed expansion. Bob’s financial report produced after his investigation on the matter was tabled at the board meeting but he was not allowed to speak or answer questions. Nevertheless, the directors approved the proposal.
Following the approval of the proposal, Abbey entered into a contract with Southern Queensland (SQ) Ltd for the purchase of new equipment for the approved proposal. The contract is worth $20,000 and is never paid. Shortly after the contract was signed, the board
Law5206 Assignment 2 S2 2015
discovered that Bob’s report had obvious mistakes as he has overlooked many of the additional costs involved in the expansion.
Assume that Abbey’s proposal has been proved to be a financial disaster for Bell Ltd, and as a result, the whole board of directors were replaced.
Advise the new directors of Bell Ltd whether its former directors breached any of their duties based on the facts stated above. Any defences available to the formal directors under the
Corporations Act 2001 (Cth) to avoid liability?
Question 2 (30 marks) (2000 words maximum)
Assume you have been asked to give advice to some directors on the board of a company that has been experiencing years of financial difficulties. The business has been failing for some time and on a regular basis the board has been reviewing its strategies in order to stay afloat. On a number of occasions the solvency of the company has been questionable but on these events the company has managed to refinance its operations with the bank, its major creditor. The bank has always held security over the whole of the assets of the company and has wanted to try and allow the company to keep going if it can to give it the best opportunity to recover the debts if possible. The bank has recently come to the view that the company may be failing for other reasons. It has lost confidence in the chairperson of the board and suspects he may be embezzling funds. It has reported its suspicions to ASIC.
You as a professional accountant are asked to write a formal letter to generally advise on the following issues based on the knowledge you learned in this course: (20 marks)
(a) What options are available to the directors if they feel the company operations should be reviewed to see whether it can continue to operate or should cease? Practically how would this process or processes operate?
(b) What risks are the directors exposed to if they fail to take these options?
(c) What options may be available to the bank depending on the nature of their security?
(d) What options may be available to ASIC if investigations prove the suspicions of the bank regarding the chairperson of the board?
You should consider to use both primary and secondary sources, e.g. legislation, case law, text books, journal articles and websites, to demonstrate your research skills in support of your advice in the letter. Wherever necessary, you should reference the sources in the letter.
(5 marks)
Letter format and communication skills. (5 marks)
Assignments submitted after the due date in the absence of an extension will incur a marking penalty. An extension must be applied for in writing before the due date. Extension applications must be accompanied by appropriate supporting documentation. In particular, where an extension is sought on the ground of illness, a medical certificate must be supplied.
Question 1 (30 marks) (2000 words maximum)
Bell Ltd is a company that installs kitchen facilities, and has four directors on its board:
- Abbey, the company’s managing director
- Bob, the company’s chief financial officer
- Cathy, the company’s non-executive director
- David, the company’s non-executive director chairman
The company’s business has been very successful. However, recently it has experience a number of problems.
Following the board decision to offer customers a special installation package, Cathy has negotiated an exclusive contract with Western Sydney (WS) Ltd. Cathy has not informed the board that WS is actually owned by her son. Bob suspects that Cathy is personally connected with WS, however, he has not raised his concern with any of the other directors. In addition, Bob made sure the other directors were kept in the dark about company’s real financial position and did not give them meaningful or accurate financial information for some time.
Despite Bell Ltd’s negative cash flow position, Abbey proposes to expand its operations into dishwasher installation. Cathy questions whether the company can afford the costs associated with the expansion. As a result, the board delegates to Bob the task to investigate Abbey’s proposal. Bob, however, spends very little time investigating the proposal due to his busy schedule, and hastily prepares a report recommending that the proposal be accepted.
The next board meeting is very long and the consideration of Abbey’s proposal and Bob’s report is the last item on the agenda. As the directors are anxious to leave, David allowed only 10 minutes for Abbey to present her business plan for the proposed expansion. Bob’s financial report produced after his investigation on the matter was tabled at the board meeting but he was not allowed to speak or answer questions. Nevertheless, the directors approved the proposal.
Following the approval of the proposal, Abbey entered into a contract with Southern Queensland (SQ) Ltd for the purchase of new equipment for the approved proposal. The contract is worth $20,000 and is never paid. Shortly after the contract was signed, the board
Law5206 Assignment 2 S2 2015
discovered that Bob’s report had obvious mistakes as he has overlooked many of the additional costs involved in the expansion.
Assume that Abbey’s proposal has been proved to be a financial disaster for Bell Ltd, and as a result, the whole board of directors were replaced.
Advise the new directors of Bell Ltd whether its former directors breached any of their duties based on the facts stated above. Any defences available to the formal directors under the
Corporations Act 2001 (Cth) to avoid liability?
Question 2 (30 marks) (2000 words maximum)
Assume you have been asked to give advice to some directors on the board of a company that has been experiencing years of financial difficulties. The business has been failing for some time and on a regular basis the board has been reviewing its strategies in order to stay afloat. On a number of occasions the solvency of the company has been questionable but on these events the company has managed to refinance its operations with the bank, its major creditor. The bank has always held security over the whole of the assets of the company and has wanted to try and allow the company to keep going if it can to give it the best opportunity to recover the debts if possible. The bank has recently come to the view that the company may be failing for other reasons. It has lost confidence in the chairperson of the board and suspects he may be embezzling funds. It has reported its suspicions to ASIC.
You as a professional accountant are asked to write a formal letter to generally advise on the following issues based on the knowledge you learned in this course: (20 marks)
(a) What options are available to the directors if they feel the company operations should be reviewed to see whether it can continue to operate or should cease? Practically how would this process or processes operate?
(b) What risks are the directors exposed to if they fail to take these options?
(c) What options may be available to the bank depending on the nature of their security?
(d) What options may be available to ASIC if investigations prove the suspicions of the bank regarding the chairperson of the board?
You should consider to use both primary and secondary sources, e.g. legislation, case law, text books, journal articles and websites, to demonstrate your research skills in support of your advice in the letter. Wherever necessary, you should reference the sources in the letter.
(5 marks)
Letter format and communication skills. (5 marks)
SITXFIN501 Prepare and monitor budgets
SITXFIN501 Prepare and monitor budgets
ASSESSMENT INSTRUCTIONS
Please complete the student details section.
This Assessment consists of 2 Parts, A and B.
Part A
requires you to complete a draft budget based on information and factors that were determined during an executive meeting at Hotel Futura.
Part B
Requires you to analyse a series of scenarios related to budgets and suggest suitable actions to manage these to industry standards.
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each question must be answered.
If more space is required for any answer then student can attach a separate page containing their name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
Please note once the assessor has marked your work you will be provided with feedback. Based on the feedback you may be required to address any insufficient aspects that were not covered satisfactorily to demonstrate competence.
You will be required to complete other relevant assessment tasks for this unit.
Evidence Submission
Once you have completed the calculations, save the file and print a copy of the completed Budget sheet and attach this to this assessment as evidence. (Please ensure to put your name, assessment date, unit title and unit code task number on the print out.)
• The electronic copy may be submitted to your trainer as instructed.
PART A
Read the instructions below to perform the calculation in the budget spreadsheet.
Instructions
• You are provided with an excel spread sheet named “Hotel Futura Budget Forecast”. The first tab on this spread sheet is labelled “Departments Small” and shows the existing budget figures for the 2013 financial year.
Your Task
Use the template “Draft Budget” on the second tab of the spreadsheet and perform the calculations below using basic formulas.
Your forecast needs to include the Dollar Figures and the % values for these affected by changes outlined below.
The % values must be listed for each expenses item shown in the Expenses Analysis for each department.
You have met with the department heads of Hotel Futura and the following details have been discussed to prepare your draft budget for 2014:
1. Rooms Division:
a. Due to renovations the rooms available have been reduced to 96%.
b. The forecasted occupancy rate has been adjusted to 80%.
c. The revenue per available room needs to be increased to $150.00
d. The COGS will increase to 15%
e. Staff costs need to be increased to 20% to allow for increases in superannuation and awards.
f. Other Expenses need to increase to 8% to cover electricity price rises.
2. Catering:
a. The food revenue will be increased by 15% due to a new marketing campaign and specialty menus
b. The beverage revenue will increase by 8%.
c. Staff costs need to be adjusted to 44% of the food budget.
d. Other Expenses will need to be increased to 7%.
3. Banquet:
The Banquet Division will be directly affected by the new marketing campaign which has been directed at daytime seminars and corporate functions. For this purpose the kitchen has received specialised equipment including multiple combi steamers, hold-o-mats and sous-vide equipment.
a. The new food revenue budget was set at $ 2,000,000.00 ($2 Million) and the beverage revenue was increased by 75%.
b. The COGS will increase to 26%.
c. The staff costs have been reduced to 19%.
d. Other Expenses will need to increase by 14%.
4. Room Service:
a. The room service revenue from food needs to be increased by 15%.
b. Due to a different system to clear floors and organise delivery, the staff costs will be reduced to 34%.
5. Mini Bar:
The mini bar budget remains unchanged and increased staff costs are absorbed through different processes.
6. Bar Budget:
a. The food revenue budget has been increased by 25% with the implementation of a Tapas Menu.
b. The Beverage Revenue budget has been increased 20% with the introduction of a new cocktail bar and happy hour specials.
c. Staff costs will need to be adjusted to 36%.
d. Other Expenses need to be increased to18%.
Part B
Instructions
Read the following scenarios and answer the questions attached for each scenario.
1. The finance team has created budget forecasts for Hotel Futura based on carefully researched factors for the last 3 years and these were always very accurate. The recent budget which included all departments of the hotel was implemented 3 months ago and the forecasted figures for Food Cost and COGS/Beverages in both, the Restaurant and the Bar Operations have blown out by nearly 4.5 percent.
What could be the reasons for this? List 5 examples of areas you would investigate and explain why.
2. Hotel Futura has successfully operated for 7 years. During this period, overall turnover has doubled, and during the past 3 budget periods annual budgets have been increased by 15% each year which was exceeded each time. During the last 6 months however, management has noticed that the opposite trend seems to become clearly evident now.
List 5 external factors which could contribute to this and explain which methods you would use to determine this.
3. You have successfully negotiated the draft budget with each department head of the Hotel which has now has been approved by the director and implemented 6 weeks ago.
You have finalised the financial data of the Hotel for the next management meeting and noticed the following:
a.
Department Budget Actual Variance
Kitchen/Food Cost 28% 32% (-)$ 13467
b. The recently appointed F&B Manager has purchased 240 bottles of Hill of Blessings @ $90 each which represents a saving of $30 per bottle. However this exceeds the par stock level by 220 bottles and has created a cash flow problem, given the negative performance of the kitchen during this period as well.
I. Which reports would you need to prepare for these issues?
II. Who would be essentially involved when these matters need to be discussed?
III. Suggest options to address and rectify these issues.
IV. How could the cash flow issue be addressed?
ASSESSMENT INSTRUCTIONS
Please complete the student details section.
This Assessment consists of 2 Parts, A and B.
Part A
requires you to complete a draft budget based on information and factors that were determined during an executive meeting at Hotel Futura.
Part B
Requires you to analyse a series of scenarios related to budgets and suggest suitable actions to manage these to industry standards.
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each question must be answered.
If more space is required for any answer then student can attach a separate page containing their name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
Please note once the assessor has marked your work you will be provided with feedback. Based on the feedback you may be required to address any insufficient aspects that were not covered satisfactorily to demonstrate competence.
You will be required to complete other relevant assessment tasks for this unit.
Evidence Submission
Once you have completed the calculations, save the file and print a copy of the completed Budget sheet and attach this to this assessment as evidence. (Please ensure to put your name, assessment date, unit title and unit code task number on the print out.)
• The electronic copy may be submitted to your trainer as instructed.
PART A
Read the instructions below to perform the calculation in the budget spreadsheet.
Instructions
• You are provided with an excel spread sheet named “Hotel Futura Budget Forecast”. The first tab on this spread sheet is labelled “Departments Small” and shows the existing budget figures for the 2013 financial year.
Your Task
Use the template “Draft Budget” on the second tab of the spreadsheet and perform the calculations below using basic formulas.
Your forecast needs to include the Dollar Figures and the % values for these affected by changes outlined below.
The % values must be listed for each expenses item shown in the Expenses Analysis for each department.
You have met with the department heads of Hotel Futura and the following details have been discussed to prepare your draft budget for 2014:
1. Rooms Division:
a. Due to renovations the rooms available have been reduced to 96%.
b. The forecasted occupancy rate has been adjusted to 80%.
c. The revenue per available room needs to be increased to $150.00
d. The COGS will increase to 15%
e. Staff costs need to be increased to 20% to allow for increases in superannuation and awards.
f. Other Expenses need to increase to 8% to cover electricity price rises.
2. Catering:
a. The food revenue will be increased by 15% due to a new marketing campaign and specialty menus
b. The beverage revenue will increase by 8%.
c. Staff costs need to be adjusted to 44% of the food budget.
d. Other Expenses will need to be increased to 7%.
3. Banquet:
The Banquet Division will be directly affected by the new marketing campaign which has been directed at daytime seminars and corporate functions. For this purpose the kitchen has received specialised equipment including multiple combi steamers, hold-o-mats and sous-vide equipment.
a. The new food revenue budget was set at $ 2,000,000.00 ($2 Million) and the beverage revenue was increased by 75%.
b. The COGS will increase to 26%.
c. The staff costs have been reduced to 19%.
d. Other Expenses will need to increase by 14%.
4. Room Service:
a. The room service revenue from food needs to be increased by 15%.
b. Due to a different system to clear floors and organise delivery, the staff costs will be reduced to 34%.
5. Mini Bar:
The mini bar budget remains unchanged and increased staff costs are absorbed through different processes.
6. Bar Budget:
a. The food revenue budget has been increased by 25% with the implementation of a Tapas Menu.
b. The Beverage Revenue budget has been increased 20% with the introduction of a new cocktail bar and happy hour specials.
c. Staff costs will need to be adjusted to 36%.
d. Other Expenses need to be increased to18%.
Part B
Instructions
Read the following scenarios and answer the questions attached for each scenario.
1. The finance team has created budget forecasts for Hotel Futura based on carefully researched factors for the last 3 years and these were always very accurate. The recent budget which included all departments of the hotel was implemented 3 months ago and the forecasted figures for Food Cost and COGS/Beverages in both, the Restaurant and the Bar Operations have blown out by nearly 4.5 percent.
What could be the reasons for this? List 5 examples of areas you would investigate and explain why.
2. Hotel Futura has successfully operated for 7 years. During this period, overall turnover has doubled, and during the past 3 budget periods annual budgets have been increased by 15% each year which was exceeded each time. During the last 6 months however, management has noticed that the opposite trend seems to become clearly evident now.
List 5 external factors which could contribute to this and explain which methods you would use to determine this.
3. You have successfully negotiated the draft budget with each department head of the Hotel which has now has been approved by the director and implemented 6 weeks ago.
You have finalised the financial data of the Hotel for the next management meeting and noticed the following:
a.
Department Budget Actual Variance
Kitchen/Food Cost 28% 32% (-)$ 13467
b. The recently appointed F&B Manager has purchased 240 bottles of Hill of Blessings @ $90 each which represents a saving of $30 per bottle. However this exceeds the par stock level by 220 bottles and has created a cash flow problem, given the negative performance of the kitchen during this period as well.
I. Which reports would you need to prepare for these issues?
II. Who would be essentially involved when these matters need to be discussed?
III. Suggest options to address and rectify these issues.
IV. How could the cash flow issue be addressed?
Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary
ASSESSMENT INSTRUCTIONS
Please complete the student details section.
This Assessment consists of a case study which needs to be analysed by responding to a set of questions.
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each question must be answered by the student.
If more space is required for any answer then student can attach a separate page containing their name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
When you have completed all the questions check your work before submitting.
Please note once the assessor has marked your work they will provide you with feedback. Based on the feedback if you are required to resubmit any question/s then you must complete those question/s by adding more information.
You will be required to complete other relevant assessment tasks for this unit.
Case Study
Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male staff member who appeared to be very professional. The booking was then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date.
On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make the reservation and provided the details of staff; however this was somehow shrugged off and they were asked to wait at the entry to “see whether a table could be arranged”.
As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they finally were led to a small table the back of the restaurant near the kitchen doors.
After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.
The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs Jones’ meal did not arrive for another 20 minutes.
Mrs Jones was very upset with the service and was almost on the verge of leaving.
When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it.
Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their family and friends about their dining experience at “Cape Lighthouse”.
1. Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a customer expect not only on an important occasion like the mentioned anniversary but on each occasion when visiting an establishment?
2. What could be the likely effects of this incident for the business and custom down the track if the customer service issues are not addressed?
3. Identify the major issues which are apparent in this case study and suggest how these issues should be addressed in the establishment.
4. You are the General Manager of the Cape Lighthouse and the experience of MR and Mrs Jones has come to your attention.
You are determined to make contact with the customer to attempt to resolve the issue and achieve a positive outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone conversation for contact).
Please complete the student details section.
This Assessment consists of a case study which needs to be analysed by responding to a set of questions.
This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.
To demonstrate competence each question must be answered by the student.
If more space is required for any answer then student can attach a separate page containing their name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
When you have completed all the questions check your work before submitting.
Please note once the assessor has marked your work they will provide you with feedback. Based on the feedback if you are required to resubmit any question/s then you must complete those question/s by adding more information.
You will be required to complete other relevant assessment tasks for this unit.
Case Study
Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male staff member who appeared to be very professional. The booking was then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date.
On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make the reservation and provided the details of staff; however this was somehow shrugged off and they were asked to wait at the entry to “see whether a table could be arranged”.
As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they finally were led to a small table the back of the restaurant near the kitchen doors.
After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact.
The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs Jones’ meal did not arrive for another 20 minutes.
Mrs Jones was very upset with the service and was almost on the verge of leaving.
When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it.
Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their family and friends about their dining experience at “Cape Lighthouse”.
1. Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a customer expect not only on an important occasion like the mentioned anniversary but on each occasion when visiting an establishment?
2. What could be the likely effects of this incident for the business and custom down the track if the customer service issues are not addressed?
3. Identify the major issues which are apparent in this case study and suggest how these issues should be addressed in the establishment.
4. You are the General Manager of the Cape Lighthouse and the experience of MR and Mrs Jones has come to your attention.
You are determined to make contact with the customer to attempt to resolve the issue and achieve a positive outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone conversation for contact).
Equilibration is the process of moving between two equilibrium points as a result of some change in supply or demand
Equilibration is the process of moving between two equilibrium points as a result of some change in supply or demand. Understanding how market equilibrium is sought following such a change is essential for business managers. It is important to understand how economic principles, and specifically supply, demand, and their determents are a part of your everyday business decisions.
• Include academic research to support your ideas
• Consider the Law of demand and the determinants of demand
• Consider the Law of supply and the determinants of supply
• Describe Efficient markets theory
• Explain Surplus and shortage
• Deliver the content in no more than a 700-word paper, OR 7- to 10-slide Microsoft PowerPoint presentation (Please choose one of these choices, not both)
• Use University of Phoenix Material: Appendix A to create graphs illustrating the movement between the two equilibrium points and include this in the body of the assignment.
• Your assignment is consistent with APA guidelines.
• Include academic research to support your ideas
• Consider the Law of demand and the determinants of demand
• Consider the Law of supply and the determinants of supply
• Describe Efficient markets theory
• Explain Surplus and shortage
• Deliver the content in no more than a 700-word paper, OR 7- to 10-slide Microsoft PowerPoint presentation (Please choose one of these choices, not both)
• Use University of Phoenix Material: Appendix A to create graphs illustrating the movement between the two equilibrium points and include this in the body of the assignment.
• Your assignment is consistent with APA guidelines.
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