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Business Environment

 

Chapter Cha pter - 10: Busin Business ess Re Resour sour ces

Content   Types of Resources



  Resource Management



  Consumer Protection Act 1986



  Eleventh Five Year Plan (2007 - 2012)



Learni Lea rni ng Objective   To know the different type of reso resources urces that are utilized by an organization



  To understand how the organiza organizations tions rationalize the use of the av available ailable



resources to attain competitive advantage

 

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Business Resources are the means available with an organization to achieve their desired goals and objectives.

Types Type s of Re Resour sour ces Physical Resources Physical resources are the typical assets that appear on the company’s balance sheet. Reporting on the care and use of these assets is the primary focus of the financial accounting system. Planning and organizing a company’s physical resources requires understanding how to use these resources to provide services and products that customers value. Physical resources are the organization’s tangible resources such as cash, property and equipment.

Intellectual Resources Intellectual Resources either does not show up on the company’ balance sheet and appear only in a restricted manner. Intellectual resources are often further split into human resources and structural resources. Human Resources  Resources   of the organization include knowledge and skill of its employees which are the results of good hiring, training and education. These also are the resources that easily can leave the organization at any time. The organization would suffer if it could not attract and retain talented and motivated employees. Structural r esource esources s  result from applying and sharing knowledge and skills. These include organization’s customer relationships, database, organizational procedures and patented products and services. These intellectual resources would stay with the organizations even if the employees who created them walk away. Planning and organizing an organization’s intellectual resources require three critical things: Selective hiring practices to make sure that right people become part of the organization; Management practices that motivate people to share their knowledge and stay in the organization; and Legal and security measures to protect the structural resources that people create.

 

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Resource Management Resource management is the efficient and effective deployment of an organization's resources when they are needed. Such resources may include financial resources, inventory, human skills, production resources, or information technology (IT). In any economy and every industry, companies compete for customers and resources. Competition means there will be winners and losers. Winners of economic competition create products and services that customers value and in doing so they create job and opportunities for employees and investors. Cost management information help the winners to increase customer value by helping to manage quality and reduce cost by identifying opportunities to eliminate wasteful processes and practices. For example, cost management information may indicate that an organization could reduce cost by using services by other who specializes in providing them. This is the main reason why in present scenario Business Process Outsourcing provides a rich new source of competitive advantage. Business process outsourcing (BPO) (BPO)   is defined simply as the movement of business processes from inside the organization to external service providers. With the global telecommunications infrastructure now well-established and consistently reliable, BPO initiatives often include shifting work to international providers, five BPO international hot spots have emerged around the globe, although firms from many other countries are specializing in various business processes and exporting services;   India. Engineering and Technical



  China. Manufacturing and Technical



  Mexico. Manufacturing



  United States. Analysis Creative States. Analysis and Creative



  Philippines,  Administrative Philippines, Administrative



Each of these countries has complex economies that span the range of business activity, but from a BPO perspective they have comparative advantages in the specific functions cited. BPO is considered as a means of eliminating business processes that are not part of the core competence of the organizations. Back-office

 

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functions such as payroll and benefits administration, customer service, call center, and technical support are just a few of the processes that organizations of all sizes have been able to outsource to others who specialize in those areas. Removing back-office functions from their internal operations enables organizations to reduce payroll and other overhead costs. In the next 15 years, Forrester Research predicts that 3.3million service jobs will move to countries such as India, Russia, China, and the Philippines. Earlier BPO adapters among fortune 100 companies include IBM,  American Express and General General Electric.

 - The science of allocating human resources HR (Human Resource) Management Management among various projects or business units, maximizing the utilization of available personnel resources to achieve business goals; and performing the activities that are necessary in the maintenance of that workforce through identification of staffing requirements, planning and oversight of payroll and benefits, education and professional development, and administering their work-life needs. The efficient and effective deployment of an organization's personnel resources where and when they are needed, and in possession of the tools, training and skills required by the work.

Knowledge Management (KM)  (KM)  - Knowledge is full utilization of information and data, coupled with the potential of peoples’ skills, competencies, ideas, intuitions, commitments and motivations. In today’s economy, knowledge is people, money, learning, flexibility, power and competitive advantage. Knowledge is more relevant to sustain Business than Capital, labor or land. Nevertheless, it remains the most neglected asset. For Knowledge to be of value it must be focused, current, tested and shared. Knowledge management often encompasses identifying and mapping intellectual assets within the organization, generating new knowledge for competitive advantage within the organization, making vast amounts of corporate information accessible, sharing of best practices and technology that enables all of the above — including groupware and intranets.

 

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Knowledge management is concerned with organizing knowledge repositories (data bases etc.) so as to allow for easy retrieval and exchange of the information stored therein.

CONSUMER PROTECTION ACT 1986 WHY CONSUMER PROTECTION ACT COME INFORCE? Right to Safety Means right to be protected against the marketing of goods and services, which are hazardous to life and property. The purchased goods and services availed of should not only meet their immediate needs, but also fulfil long term interests. Before purchasing, consumers should insist on the quality of the products as well as on the guarantee of the products and services. They should preferably purchase quality marked products such as ISI, AGMARK, etc.

Right to be informed Means right to be informed about the quality, quantity, potency, purity, standard and price of goods so as to protect the consumer against unfair trade practices. Consumer should insist on getting all the information about the product or service before making a choice or a decision. This will enable him to act wisely and responsibly and also enable him to desist from falling prey to high pressure selling techniques. Right to Choose Means right to be assured, wherever possible of access to variety of goods and services at competitive price. In case of monopolies, it means right to be assured of satisfactory quality and service at a fair price. It also includes right to basic goods and services. This is because unrestricted right of the minority m inority to choose can mean a denial for the majority of its fair share.

 

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Right to be hea heard rd Means that consumer’s interests will receive due consideration at appropriate forums. It also includes right to be represented in various forums formed to consider the consumer’s welfare. The Consumers should form non-political and noncommercial consumer organizations which can be given representation in various committees formed by the Government and other bodies in matters relating to consumers.

Right to seek redressal Means right to seek redressal against unfair trade practices or unscrupulous exploitation of consumers. It also includes right to fair settlement of the genuine grievances of the consumer. Consumers must make complaint for their genuine grievances. Many a times their complaint may be of small value but its impact on the society as a whole may be very large. They can also take the help of consumer organizations in seeking redressal of their grievances.

Right to Consumer Education This means the right to acquire the knowledge and skill to be an informed to a consumer throughout life. Ignorance of consumers, particularly of rural consumers, is mainly responsible for their exploitation. They should know their rights and must exercise them. Only then real consumer protection can be achieved with success.

WHAT ARE REQUIRMENTS FOR FILLING CONSUMER COMPLAINT BEFORE CONSUMER REDREESAL FORUM UNDER CONSUMER PROTECTION ACT 1986? Every Eve ry Complaint Should Complaints Cove Covers rs Followi ng Points:   Consumer Complaint



  Affidavit of Complainant



  Amount of DD be drawn only on a nationalized bank as per Consu Consumer mer protection



Rules.

 

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  Notice to Opposite Party.



  Name & Address of the complainant in full.



  Name & Address of the Opponent.



  When and where cause of the complaint arose?



  Particulars of the complaint in detail.



  Relief praye prayed d (such as R Refund efund of Interest, Princip Principal al Amount. etc. ph physical ysical mental



torture etc.). While asking for claims, the amount should be within reasonable limits.   Copies of the relevant documents to b be e en enclosed closed as Exhibits.



  Total value of relief claimed.



WHAT

IS

JURISDICTION

OF

THE

DISTRICT

FORUM/STATE

COMISSION/NATIONAL COMISSION UNDER CONSUMER PROTECTION ACT 1986? If you’ re Claim is Up to RS. 2 20 0 Lakhs Lakhs     Where the v value alue of the goods or services and compensation (if any, claimed



uptoRs. 20 Lakhs) then complaint will come under Jurisdiction of District Forum.   The President,



  The Consumer District Redressal Forum



If Your Claim is above Rs. 20 Lakhs bu t upt o Rs.1 C Cores: ores:     Where the value of the goods or servic services es and compensation, if any, claimed is



above Rs 20 Lakhs but uptoRs. 1 Cores. Then complaint will come under Jurisdiction of State Commission.   Appeals against the orders of District Forum.



  The President,



  STATE CONSUMER COMMISSION



 

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If Your Claim i s above Rs.1 C Cores: ores:     Where the value o off the goods or services and compensa compensation, tion, if any, claimed



exceeds Rs. 1 Cores. Then complaint will come under Jurisdiction of National Commission.   Appeals against the orders of any state commission



  The President,



  NATIONAL CONSUMER REDREESSAL COMMISSION



HOW MUCH FEES REQUIRED TO BE PAID UNDER CONSUMER PROTECTION  ACT? The Maharashtra State Consumer Disputes Redressal Commission has recently issued a circular intimating that with effect from April1, 2004 fees are payable for filing complaints under the Consumer Protection Act. According to the circular, these fees have been prescribed by the Central Government, New Delhi, by amending the Central Consumer Protection Rules. The fees payable are as under. The fees have to be paid either by demand draft (DD) on a nationalized bank or through a crossed Indian postal order drawn in favor of the of the President of the District Forum, Registrar of the State Commission, or the Registrar of the National Commission as the case may be and payable at the respective place where the District Forum, State Commission or National Commission is Situated. TABLE

SR.

TOTAL VALUE OF GOODS OR SERVICES AND THE

NO.

COMPENSATION COMPE NSATION CL CLAIMED AIMED

 AMOUNT OF FEE PAYABLE

DISTRICT FORUM (1)

Up to one lakh rupees – For complainants who who are under the Below

Nil

Poverty Line holding Antyodaya Anna Yojana Cards (2)

Up to one lakh rupees – For complainants complainants other than Antyodaya Rs.100  Anna Yojana card card holders.

 

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(3)

Above one lakh and up to five lakh rupees

Rs.200

(4)

Above five lakh and up to ten lakh rupees

Rs.400

(5)

Above ten lakh and up to twenty lakh rupees

Rs.500

STATE COMMISSION (6)

Above twenty lakh and up to fifty lakh rupees

Rs.2000

(7)

Above fifty lakh and up to one crores rupees

Rs.4000

NATIONAL COMMISSION (8)

Above one crores rupees

Rs.5000

Elevent h Five-Year Plan (2007–20 (2007–2012) 12) The eleventh plan has the following objectives: Income & Poverty   Accelerate GDP growth from 8% tto o 10% and then maintain at 10% in the 12th



Plan in order to double per capita income by 2016-17   Increase agric agricultural ultural GDP growth rate to 4% per year to ensure a broader spread



of benefits   Create 70 million new work opportunities.



  Reduce educated unemployment to below 5%.



  Raise real wage rate of unskilled workers by 20 percent.



  Reduce the headc headcount ount ratio of consumption poverty by 10 percentage points.



Education   Reduce drop dropout out rates of children from elementary school from 52.2% in 2003-04



to 20% by 2011-12   Develop minimum st standards andards of educational attainment in elementary school, and



by regular testing monitor effectiveness of education to ensure quality   Increase literacy rate for persons of age 7 y years ears or above to 85%



 

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  Lower gender gap in lit literacy eracy to 10 percentage point



  Increase the percentage of each co cohort hort going to higher educ education ation from the



present 10% to 15% by the end of the plan Health   Reduce infant mortality rate to 28 and maternal mortality ratio to 1 per 1000 liv live e



births   Reduce Total Fertility Rate to 2.1



  Provide clean drinking w water ater for all by 2009 and ensure that there are n no o slip-



backs   Reduce malnutrition among children of age group 00-3 3 to half its present level level



  Reduce anaemia a among mong women a and nd girls by 50% by the end of the plan



Women and Chil Chil dren   Raise the sex ratio for age group 0-6 to 935 by 2011-12 and to 950 by 2016-17



  Ensure that at least 33 percent of the direct a and nd indirect b beneficiaries eneficiaries of al alll



government schemes are women and girl children   Ensure tha thatt all children enjoy a safe c childhood, hildhood, w without ithout any compulsion tto o work



Infrastructure   Ensure electricity connection to all villages and BPL households by 2009 and



round-the-clock power.   Ensure all-wea all-weather ther road c connection onnection to all habitation with population 1000 and and



above (500 in hilly and tribal areas) by 2009, and ensure coverage of all significant habitation by 2015   Connect ev every ery village by telephone by November 2007 and prov provide ide broad broadband band



connectivity to all villages by 2012   Provide homestead s sites ites to all by 2012 and step up the pa pace ce of house



construction for rural poor to cover all the poor by 2016-17

 

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Environment   Increase forest an and d tree cover by 5 percentage points.



  Attain WHO standa standards rds of air quality in all major cities by 2012.



  Treat all urban waste water by 2011-12 to cl clean ean riv river er w waters. aters.



  Increase energy efficiency by 20 percen percentt Elev Eleventh enth F Five-Year ive-Year Plan (2007 (2007–2012) –2012)



 

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