ACCA是什么？怎样考取ACCA呢？

正确答案：
(b) An illustration of the features detailed above, framed in the context of a University as an organisation in the not-for-profit sector
might be as follows:
The Overall objective might well be stated in the mission statement of a University. An example of such a mission statement
might be as follows:
‘To provide a quality educational environment in a range of undergraduate and post-graduate disciplines and a quality
educational focus for students and the business community.’
More specifically, objectives may be seen as the achievement of ‘value for money’ thereby ensuring effectiveness in areas such
as:
– The provision of high added value to students;
– The establishment of a reputation for recognised expertise in specific areas of research work within the wider community;
and
– The provision of a high quality service to industry and commerce.
Strategies may focus on aspects such as:
– The recruitment and retention of high quality academic staff;
– The development of IT equipment and skills within the institution;
– The mentoring of students in order to ensure high added value and low drop-out rates in intermediate years of study;
and
– The close liaison with employers as to qualities in graduate/post-graduate employees that they will value highly.
The determinants used to measure the results of strategies might include:
– Competitiveness – cost per graduate compared to other institutions; growth in student numbers; number of staff holding
a PhD qualification;
– Financial performance – average cost per graduate; income generation from consultancy work;
– Quality – range of awards (percentages of 1st class degrees); employer responses; measures of quality of delivery of
education, advice to students, etc;
– Flexibility – variable entry and exit points to courses; modular structure; the variety of full-time, part-time and distance
learning modes;
– Resource Utilisation – staff:student ratios; quotas met by each course; accommodation filled;
– Innovation – latest IT provision in linking lecture theatres to information databases; increased provision of flexilearning/
mixed mode course provision.
The application of business change techniques might include the following:
BPR with a focus on IT developments, flexible-learning or mixed mode course provision.
JIT with a focus on moves towards student-centred uptake of educational opportunities e.g. via intranet availability of lecture
and tutorial material linked to more flexible access to staff rather than a ‘push’ system of pre-structured times of
lectures/tutorials.
TQM with a focus on moves to improve quality in all aspects of the learning environment including delivery of lectures, access
to staff and pastoral care issues.
ABM with a focus on activities on a per student basis (both planned and actual) with a view to eliminating activities that do
not add value e.g. cost per lecture per student.

正确答案：
(ii) The use of its own tree plantations as a source of raw materials not only ensures available supplies of timber but may
also demonstrate that the directors of Our Timbers Ltd are mindful of the need for careful planning in the consumption
of natural resources. This concern with the need to protect the environment will enhance the reputation of Our Timbers
Ltd as an environmentally-conscious organisation which in turn may translate into a source of competitive advantage
since contemporary thought is very much focused on the environmental responsibilities of organisations with particular
regard to the use of natural resources such as timber.

正确答案：
(a) Quality
Quality has become an increasingly important issue in organisations. For some companies it is an important differentiator,
allowing the organisation to pursue a high price/high quality strategy. For other organisations, such as UPC, the quality
threshold requirements for their products have increased significantly over the last few years. Customers have increased
expectations of product construction, longevity and reliability. Quality is rarely absolute; and it is usually constrained by such
factors as selling price. This particularly applies in UPC’s market where it is likely that the quality of the product is limited by
the relatively low price consumers are willing to pay for it. Quality concerns how a product meets its designed purpose and
satisfies its original requirements. The target selling price is likely to be one of those requirements.
At UPC quality appears to be defined in terms of the physical condition of the products (no breakages, cracks or chips) and
in the accurate positioning of the printed image on the product. These are the reasons given by the UPC management for
setting up the inspection team. However, this perception of quality would have to be confirmed by the customer. It may be
that other issues, such as the density of the printed image, are also important to the customer but have not yet been fed back
to UPC.
Many definitions of quality include references to the customer. They stress meeting the requirements of the customer or user
of the product. UPC might benefit from re-considering who it perceives to be the customer. Their current perception appears
to be that the customer is the gift shop that sells the product. It is not the ultimate person or consumer who buys the product
from the shop and uses it. For this consumer, other issues may be significant such as:
– The ability to wash the item in a dishwasher.
– The long-term safety of the product, for example: the handle does not break off a cup and spill its content on the drinker.
– The long-term clarity of the image on the item after many washes.
Investigating the issue of quality from the perspective of the consumer may identify other problems that need addressing.
Finally, quality has to be considered in the context of responsibility. UPC currently uses a courier company to deliver its
products to the gift shops. This means that freedom from breakage is only partly under UPC’s control. The delivery condition
of products is partly determined by the care with which the courier company handles the package. Hence delivery quality
depends on courier performance as well as on packaging care. In contrast, the quality of the printed image on the item is
completely within the control of UPC.
Quality control
Quality Control (QC) is primarily concerned with checking and reviewing work that has been done. It is an inspection system
for ensuring that pre-determined quality standards are being met. In theory, the responsibility for the control of quality lies
with the person undertaking the process, whether it is the production of goods, delivery of a service or the passing of
information. QC is the part of quality management focused on fulfilling quality requirements.
In many quality control systems, sample products are removed and inspected. Defects in these sampled products may lead
to the whole batch being inspected and defective items destroyed. This is essentially the role of the inspection team at UPC,
where 1 in 20 packed packages are inspected for accuracy of printing and correctness of packing. Incorrect packing in a
sampled package will lead to the inspection (and potential re-packing) of all packages packed by that employee. Failure in
the accuracy of the printed image is likely to lead to the destruction of the whole batch, and the re-setting of the production
imaging machine to address the positional inaccuracy of the image. It has to be stressed that, in this instance, quality control
is a sampling activity and so it is very likely that defective batches will get through to the customer. To criticise the inspection
unit for failing to find defective batches (‘the quality inspection team is just not working’) fails to recognise the sampling nature
of the role.

In the context of UPC there are at least three further factors that inhibit effective quality control.
– The quality control of the positioning of the image takes place too late in the process. It should take place before packing,
not after it. Valuable packing time and materials can be wasted by packing items with defective images which are found
when the package is inspected.
– The reward system for packers is based on the throughput of packages rather than the quality of packing. In the past
many manufacturing organisations have valued productivity more than quality and reflected this in their reward system.
This is the case at UPC where faults in packing are not reflected in the reward system of the packers. In fact, the very
opposite appears to be true. Packers are incentivised to pack quickly, not effectively. Beckford suggests that ‘a major
barrier to quality may be built into the reward system of the organisation’.
– There is evidence that the inspection team has participated in the achievement of the required throughput targets by
passing packages that did not meet the required quality. This is clearly giving the wrong message, but the inspection
team is only reflecting the need for the company to meet certain deadlines.
Quality Assurance
Quality Assurance (QA) is the part of quality management focused on providing confidence that quality requirements will be
fulfilled. It may be defined as a set of procedures designed to ensure that quality standards and processes are adhered to and
that the final product meets or exceeds the required technical and performance requirements. Quality assurance covers
activities such as product design, development, production, installation and servicing. It also sets the pre-determined
standards required for effective quality control. If quality control is primarily concerned with detecting defective products, then
quality assurance is primarily about the prevention of quality problems through planned and systematic activities.
There is little evidence of quality assurance at UPC. However, the company may wish to consider:
– Setting quality targets and delegating responsibility for achieving those targets to the people who are meant to achieve
them. In UPC it would be preferable to give responsibility for product quality to the employees who actually make the
products and to reflect this in their reward structure. One of the roles of QA is to enable quality improvement initiatives.
A possible initiative is to investigate the purchasing of imaging machines (or adopting the current ones) with a facility
to automatically assess the accuracy of the image before printing. If the image falls outside certain tolerances then it
may be feasible for the machine to automatically adjust it before printing. If these machines were installed, it would be
the responsibility of QA to ensure that they were calibrated correctly and to verify that every product had undergone the
necessary check.
– QA also offers quality advice and expertise and trains employees in quality matters. They would set standards for
materials used in packing and establish systems for monitoring raw materials sent by suppliers to ensure that these
standards were met. It may also be possible to improve how items are physically laid out in the package to reduce the
chance of damage. The internal layout of the packages may be constructed in such a way that they only allow products
to be packed in a prescribed pattern. QA would be involved in defining that prescribed pattern and training packers to
use it – as well as subsequently monitoring that the prescribed pattern had been followed.
– The increased importance of quality means that many customers now demand some proof that the supplier is capable
of consistently producing quality products. This proof is part of the ‘confidence’ factor of QA and may be demonstrated
by a third party certification, such as ISO 9000. Certification helps show the customer that the supplier has a
commitment to consistently supplying a quality product. QA will be concerned with gaining and maintaining such
certification and this should assist the company in securing and retaining contracts.
At UPC the current inspection team is focused on QC. The responsibility for this should be moved to the production process
itself or to the people who actually undertake that process. The inspection team could then focus on QA, setting standards
for quality, establishing how those standards should be monitored, and then ensuring that such monitoring is being
performed. In making this transition, the company will move to a culture of attempting to prevent faults rather than relyingsolely on detecting them.

正确答案：

(a) The first stages of risk management are the identification, descriptions and assessment of the risk. This assessment is primarily concerned with the likelihood of them occurring and the severity of impact on the organisation or project should they occur. Sometimes the likelihood is a subjective probability, the opinions of experienced managers or experts in the field. On other occasions, there is some statistical evidence on which to base the assessment. For example, in project 1, TKP identified that 20 IT software companies with annual revenues between $3m and $10m went out of business last year. This represented 10% of the total number of software companies reporting such revenues. Its report to the client suggested that there was a 10% chance of the current preferred supplier (who had a turnover of $5m) ceasing business and this would have a significant short-term support implication. This compared to a business failure rate of 1% for software companies with an annual revenue exceeding $100m. The client felt that the probability of supplier failure was too high, so eventually bought a software solution from a much larger, well-known, software supplier. In this case, the likelihood of the risk led the client to changing its procurement decision. The risk itself does not go away, large companies also fail, but the probability of the risk occurring is reduced.

The avoidance (or prevention) of a risk is a legitimate risk response. In project 1, the client could avoid the risk ‘failure of the supplier’ by commissioning an in-house bespoke solution. Similarly, TKP itself avoids the risks associated with trading in different cultures, by restricting its projects to clients based in Zeeland.

There are three further responses to risks.

Risk mitigation (or risk contingency) actions are what the organisation will do to counter the risk, should the risk take place. Mitigation actions are designed to lessen the impact on the organisation of the risk occurring. In project 2, TKP recommends that the producers of the iProjector should establish an escrow agreement with the company which produces the chip which enhances the quality of the projected image. It was agreed that design details of this chip should be lodged with a third party who would make them available to the producers of the iProjector should the company which owned the enhanced image technology cease trading. This is a mitigation approach to the risk ‘failure of the supplier’. The supplier is relatively high risk (less than three years of trading, inexperienced management team), and the product (the iProjector) is completely dependent upon the supply of the image enhancing chip. The failure of the business supplying the chips would have significant impact on iProjector production. If the escrow agreement had to be enacted, then it would take the producers of the iProjector some time to establish alternative production. Consequently (and TKP have suggested this), it might be prudent to hold significant stocks of the chips to ensure continued production. In such circumstances, the need to mitigate risk is more important than implementing contemporary just-in-time supply practices. In some instances a mitigation action can be put in place immediately. In other instances risk mitigation actions are only enacted should the risk occur. The risk has been recognised and the organisation has a rehearsed or planned response. For example, in project 1, TKP has identified ‘poor quality of current data’ as a risk associated with the migration of data from the current systems to the proposed software package solution. It has established a strategy for data cleansing if that risk actually materialises. Importantly, the client knows in advance how to respond to a risk. It avoids making a hasty, ill-thought out response to an unforeseen event.

Risk transfer actions are concerned with transferring the risk and the assessment and consequences of that risk to another party. This can be done in a number of ways. TKP itself has liability insurance which potentially protects the company from the financial consequences of being sued by clients for giving poor advice. TKP has identified this as a risk, but is unlikely to be able to assess either the probability of that risk occurring or establishing meaningful mitigation measures to minimise the effect of that risk. Consequently, the responsibility for both of these is transferred to an insurance company. They establish the risk, through a series of questions, and compute a premium which reflects the risk and the compensation maximum which will have to be paid if that risk occurs. TKP pays the insurance premiums. TKP itself also transfers risks in project 2. It is unsure about how to establish patents and so it refers the client to another company. Transferring avoids the risk associated with ‘establishing the patent incorrectly’ and the financial consequences of this.

Finally, risk may be identified but just accepted as part of doing business. Risk acceptance is particularly appropriate when the probability of the risk is low or the impact of that risk is relatively insignificant. Risks may also be accepted when there are no realistic mitigation or transfer actions. In project 2, the producers of the iProjector are concerned that there is ‘a risk that a major telephone producer will launch a product with features and functionality similar to ours’. This is a risk, but there is little that can be done about it. Risks of competition are often best accepted.

The discussion above is primarily concerned with deciding what action to take for each risk. Once these actions are agreed, then a plan may be required to put them into place. For example, establishing an escrow agreement will require certain activities to be done.

Risks must also be monitored. For example, in project 2, the risk of supplier failure can be monitored through a company checking agency. Many of these companies offer a continuous monitoring service which evaluates financial results, share prices and other significant business movements. Reports are produced, highlighting factors which may be of particular concern. Risks will also disappear once certain stages of the project have been completed and, similarly, new ones will appear, often due to changes in the business environment. Many organisations use a risk register or risk log to document and monitor risks and such logs often specify a risk owner, a person responsible for adequate management of the risk.

(b) Every project is constrained in some way by its scope, time and cost. These limitations are often called the triple constraint. The scope concerns what has to be delivered by the project, time is when the project should deliver by, and cost is concerned with how much can be spent on achieving the deliverable (the budget). Quality is also an important feature of projects. Some authors include quality in their triple constraint (instead of scope), others add it as a further constraint (quadruple constraint), whilst others believe that quality considerations are inherent in setting the scope, time and cost goals of a project. How a particular project is managed depends greatly on the pressures in the triple constraint.

In project 1, the reluctance of the company to re-visit the business case means that the budget (or cost) of the solution is fixed. The implementation date might be desirable, but it does not seem to be business critical. It is an internal system and so any delays in implementation will not affect customers. It will also be a relatively seamless transition for most employees in the company. They already record the time record details which the new system will collect and so all they will see is a changed user interface. Only the direct users of the output (account managers and the project office) will be affected by any delay. The scope of the software package is also pre-defined. If it fails to meet requirements, then the users will have to adjust their expectations or business methods. There is no money to finance customisation or add-on systems, so in this sense the scope of the solution is also fixed. The quality of the software, in terms of its reliability and robustness, should also be good, as it is a popular software solution used in many large companies.

In project 2, the launch date is fixed. It has been heavily publicised, the venue is booked and over 400 attendees are expected, including newspaper journalists. Thus the time of the project is fixed. However, although orders will be taken at the launch, the product is not expected to ship until a month after launch. Thus the scope of the product shown at the launch date might be restricted and inherent quality problems might not yet be solved. Any defects can be explained away (this is a pre-production model) or, more effectively, they may be avoided by ensuring that the product is demonstrated to attendees, not used by them. The project manager must ensure that key functionality of the product is available on launch date (such as producing an image of a certain quality), but other functionality, not central to the presentation (for example, promised support for all image file formats) could be delayed until after the presentation. The company should make extra funds available to ensure that the launch date is successful.