Developing a Customer Complaints System

Table of Contents

• Activity Index
• Instructor Guidelines
• Program Guide
• Techniques and Tools Used

Day One

Session One: Fundamentals of Measurement in Public Accounting

• Introduction
• Pre-assessment Test
• Concept of Accounting Measurement
• Concepts on Key Accounting Principles in Public Accounting
• Benefits of Accrual Basis vs. Cash Basis
• Instructor's Evaluation Form for Trainee Performance
• Exercise for Session One

Session Two: Understanding Government Units

• Concept of Government Unit
• Characteristics of Government Units
• Importance of Transitioning from Cash Basis to Accrual Basis Accounting
• Reasons for the Adoption of Accrual Basis in the Public Sector
• Instructor's Evaluation Form for Trainee Performance
• Workshop on Day One
• Survey on the Concept of Government Units and Accrual Basis

Day Two

Session One: The Cash Basis

• What is the Cash Basis and Accrual Basis System?
• Features of the Cash Basis
• Disadvantages of the Cash Basis
• Instructor's Evaluation Form for Trainee Performance
• Exercise for Session One of Day Two

Session Two: The Accrual Basis

• Features of the Accrual Basis System
• Disadvantages of the Accrual Basis System
• Differences between Cash Basis and Accrual Basis
• Instructor's Evaluation Form for Trainee Performance
• Workshop on Day Two
• Survey on Day Two

Day Three

Session One: Determining Requirements for Implementing Accrual Basis Accounting in Public Sector Entities

• Governance
• Defining Roles, Ensuring Quality, and Cost Budgeting Plan
• Defining Work Scope, Timeline, and Stakeholders
• Instructor's Evaluation Form for Trainee Performance
• Exercise for Session One of Day Three

Session Two: Preparing Public Sector Entities for Transition to Accrual Basis Accounting

• Study of Current Financial Status of Government Entities
• Structuring Financial Affairs and Defining Authority Matrix
• Identifying and Compiling Necessary Data Sources for Implementation
• Instructor's Evaluation Form for Trainee Performance
• Workshop on Day Three
• Evaluation Test
• Survey on Day Three

Day Four

Session One: Preparing Public Sector Entities for Transition to Accrual Basis Accounting

• Acquiring Transition Enablers
• Preparing Requirements for Accounting Registration and Related Records and Templates
• Aligning Chart of Accounts and Programs and Projects
• Instructor's Evaluation Form for Trainee Performance
• Exercise for Session One of Day Four

Session Two: Change Management, Development, and Training

• Change Management, Development, and Training
• Methodology for Change Management
• Activities for Change Management, Training, and Development
• Instructor's Evaluation Form for Trainee Performance
• Workshop on Day Four
• Survey on Day Four

Day Five

Session One: Strategic Goals and Phases of Transition to Accrual Basis Accounting

• Strategic Goals of Transition to Accrual Basis Accounting
• Phases One and Two of the Transition Project
• Phases Three and Four of the Transition Project
• Instructor's Evaluation Form for Trainee Performance
• Exercise for Session One of Day Five

Session Two: Challenges in Transitioning from Cash Basis to Accrual Basis

• Resistance to Change
• Starting from the Point of Event Occurrence
• Multiple Data Sources and Inaccuracy and Incompleteness of Reports
• Instructor's Evaluation Form for Trainee Performance
• Workshop on Day Five
• Survey on Day Five
• Final Evaluation Test
• Self-assessment Survey
• References