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Proposed implementation plan with outcome measures

In this assignment, students will pull together the capstone project change proposal components they have been working on throughout the course to create a proposal inclusive of sections for each content focus area in the course. For this project, the student will apply evidence-based research steps and processes required as the foundation to address a clinically oriented problem or issue in future practice. 

Develop a 2,500-4,000 written project that includes the following information as it applies to the problem, issue, suggestion, initiative, or educational need profiled in the capstone change proposal: 

Background 

Clinical problem statement. 

Purpose of the change proposal in relation to providing patient care in the changing health care system. 

PICOT question. 

Literature search strategy employed. 

Evaluation of the literature. 

Applicable change or nursing theory utilized. 

Proposed implementation plan with outcome measures. 

Discussion of how evidence-based practice was used in creating the intervention plan. 

Plan for evaluating the proposed nursing intervention. 

Identification of potential barriers to plan implementation, and a discussion of how these could be overcome. 

Appendix section, for evaluation tools and educational materials, etc. are created. 

Review the feedback from your instructor on the PICOT Question Paper, and Literature Review. Use this feedback to make appropriate revisions to these before submitting. 

Prepare this assignment according to the guidelines found in the APA Style Guide, located in the Student Success Center. 

This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion. 

You are required to submit this assignment to LopesWrite. A link to the LopesWrite technical support articles is located in Class Resources if you need assistance. 

Benchmark Information 

This benchmark assignment assesses the following programmatic competencies: 

RN to BSN 

1.4: Implement patient care decisions based on evidence-based practice. 

2.2: Manage patient care within the changing environment of the health care system.

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Goals and Objectives for Electronic Health Record (EHR) Implementation

Goals and Objectives for Electronic Health Record (EHR) Implementation

Guidelines

Provided By:

The National Learning Consortium (NLC)

Developed By:

Health Information Technology Research Center (HITRC)

Colorado Regional Extension Center (CO – REC)

Doctor’s Office Quality Information Technology (DOQ-IT)

The material in this document was developed by Regional Extension Center staff in the performance of technical support and EHR implementation. The information in this document is not intended to serve as legal advice nor should it substitute for legal counsel. Users are encouraged to seek additional detailed technical guidance to supplement the information contained within. The REC staff developed these materials based on the technology and law that were in place at the time this document was developed. Therefore, advances in technology and/or changes to the law subsequent to that date may not have been incorporated into this material. National Learning Consortium

The National Learning Consortium (NLC) is a virtual and evolving body of knowledge and tools designed to support healthcare providers and health IT professionalsworking towards the implementation, adoption and meaningful use of certified EHR systems.

The NLC represents the collective EHR implementation experiences and knowledge gained directly from the field of ONC’s outreach programs (REC, Beacon, State HIE) and through the Health Information Technology Research Center (HITRC) Communities of Practice (CoPs).

The following resource is an example of a tool used in the field today that is recommended by “boots-on-the-ground” professionals for use by others who have made the commitment to implement or upgrade to certified EHR systems. Description

These guidelines are intended to aid providers and health IT implementers in planning for EHR implementation through the definition of goals and objectives. This resource can help define goals for quality improvement and help identify which features of the EHR are critical to the established goals. If you can define your goals, you can define your needs. If you can define your needs, then you can select an EHR system that will meet your needs.

Establishing realistic, measureable goals and objectives for EHR implementation is critical to determine whether or not an implementation was successful. These guidelines include examples that can be used to assist with goal and objective development. They also outline several dimensions upon which a practice can establish goals and objectives. The last section provides a template to document specific goals and objectives. Instructions

Review the guidelines to identify goals and objectives for EHR implementation. Use the template provided in section 7 to document specific goals and objectives. Use the template in section 8 to document benchmarks and track progress at 6 and 12 months post implementation. Table of Contents

1“WHY” implement EHRs? 4

2Getting Started 4

3Goal Definition 4

4Action Plan 5

5Measuring Success 5

5.1Examples 6

6Example Goals and Objectives 6

6.1System 6

6.2Vendor 7

6.3Billing 7

6.4Office Staff 7

6.5Providers And Clinical Functions 8

6.6Clinical Data management 8

6.7Medical Records And Document Management 8

6.8Patients 9

6.9Costs 9

7Goals and Objectives for Your Practice 9

7.1System: 9

7.2Vendor: 9

7.3Billing: 9

7.4Office Staff: 10

7.5Providers and Clinical Functions: 10

7.6Clinical Data Management: 11

7.7Medical Records and Document Management: 11

7.8Patients: 11

7.9Costs: 11

8EHR Benchmark Data Points 12 List of Exhibits

  1. “WHY” implement EHRs?

This EHR implementation step should help practice leadership evaluate their current state to determine what is working well and what can be improved. Some of the questions providers ask themselves during this phase include:

  • “Am I accomplishing what I thought I would be doing when I decided to go to medical school?”
  • “Are we providing the best possible care to our patients, or are we simply trying to make it through the week?”
  • “If I had more time, what would I do differently?”
  • “What would it be like to leave the office yet stay connected to my practice?”

At this stage, practice leadership and staff should consider the practice’s clinical goals, needs, financial and technical readiness as they transition.

  1. Getting Started

Start with a workflow analysis and identify the bottlenecks and inefficiencies that exist today. Decide which bottlenecks and inefficiencies you want to improve and assign them a priority. It doesn’t matter so much where you start — as long as you start somewhere.

In setting priorities, you may want to consider the following:

  • In what areas is our performance far from ideal?
  • What improvements do we think our patients will notice most?
  • Where do we think we can be successful in making change?
  • What groups of clinicians and staff should we involve in each item, and what is their readiness for change?
  1. Goal Definition

Goals and needs should be documented to help guide decision-making throughout the implementation process. They may need to be re-assessed throughout the EHR implementation steps to ensure a smooth transition for the practice and all staff.

Set goals in areas that are important and meaningful to your practice. These may be clinical goals, revenue goals, or goals related to work environment. Goals in all three areas will help assure balanced processes after the implementation. Goals that are important to you will help you and your staff through the change process. We recommend you follow the “SMART” goals process. This process includes setting objectives and goals that meet the following criteria:

  • Specific – Achieving the goal would make a difference for our patients and our practice
  • Measureable – We can quantify the current level and the target goal
  • Attainable – Although the goal may be a stretch, we can achieve it
  • Relevant – This is worth the effort
  • Time bound – There are deadlines and opportunities to celebrate success!

These goals become the guide posts for an EHR implementation project, and achieving these goals will motivate providers and practice staff to make necessary changes and attain new skills.

Have some fun with goal setting. Involve everyone in the office by asking for creative suggestions on ways to eliminate inefficiency.

  1. Action Plan

For each goal, define a plan of action for achieving the goal. What specific steps do you need to take to reach your goal?

Successes should be celebrated along the way. Implementing an EHR is a long process. Keeping the momentum and support of staff is important, so acknowledging success and interim milestones will help to sustain the effort.

  1. Measuring Success

Determine how to measure the success of your action plan. Keep it simple! Don’t get hung up on statistics, sample size and complicating factors. However utilize any baseline data you may have, so you’ll have something to compare your quality improvement efforts to.

If you don’t meet your measurement for success the first time, re-evaluate, and try again. Quality improvement is a never-ending task.

  1. Examples

Exhibit 1: Examples

Goal

Action Plan

Measure of Success

Decrease the number of pharmacy phone calls regarding prescriptions

Use the e-prescribing feature in the EHR to eliminate paper and handwritten prescriptions. Utilize the drug interaction checking feature of the EHR to guard against drug interactions

In two months, have an 85% reduction in pharmacy phone calls

Decrease transcription turnaround time and reduce transcription cost

Use clinical charting within the EHR to eliminate the need for transcription services

Within two months of EHR live, reduce the cost of transcription by 80%

Improve the quality of patient care for CAD patients

Use the EHR’s health maintenance tracking to monitor antiplatelet therapy

95% of patients with CAD have been prescribed antiplatelet therapy

Decrease waiting room time for patients

Encourage patients to use the PCs in the waiting room to update their demographics and insurance information

Within one month, 75% of patients wait no longer than 10 minutes in the waiting room

More sample goals to consider:

  • Improve patient access to the physician.
  • Decrease the number of times the physician leaves the exam room during a visit.
  • Increase the quantity/quality of patient education materials given to the patient.
  • Decrease the number of calls to the lab for results/follow up.
  • Increase the number of patients who receive reminders for age/sex appropriate preventative health measures.
  • Increase the number of patients who actually receive preventative health exams/procedures.
  1. Example Goals and Objectives
    1. System
  • EHR system must fully integrate with PMS.
  • EHR system must be reliable with virtually no down-time.
  • EHR system must be very fast and use a secure, wireless intra-office connection.
  • EHR system must be compatible with systems used by local hospitals, consultant specialists, labs, and imaging facilities with easily adaptable interfaces.
  • EHR system must be compliant with present technology standards for reporting of data to MCOs and Medicare.
  • EHR system must be expandable to a multi-site use and allow for growth in the size of practice.
  • EHR system must be redundant with disaster recovery procedure that is easily accomplished.
  1. Vendor
  • Vendor must be a financially stable/viable company with strong presence in the local healthcare community and experience with small, primary care practices.
  • Vendor must have reputation for exceptional customer service and support.
  • Vendor must provide sufficient training of present and future staff in an efficient, cost-effective manner.
  • Vendor must have availability and expertise to assist us in adapting the EHR to changing requirements for reporting, billing or clinical needs.
  1. Billing
  • EHR system needs to maintain or improve present AR time.
  • EHR system must provide easy coding assistance and provide documentation to support codes.
  • EHR system should be user-friendly and allow for generation of reports to track trends in charges, AR, payer mix, denials, etc.
  • EHR system should facilitate “clean claims” and limit denials.
  • EHR system should adapt easily to changes in requirements for claims submission.
  1. Office Staff
  • EHR should allow for and promote eventual goal of having all communication with patients, medical specialists’ offices, labs, imaging facilities and MCOs accomplished electronically rather than by phone in order to enhance efficiency and documentation.
  • EHR should be user-friendly and require minimal training for new employees.
  • EHR should be efficient with very few clicks to most-frequently used screens/functions.
  • EHR should support multi-resource scheduling easily and efficiently.
  • EHR should improve workflow for all functions including patient check-in, proscription refills, management of referrals, record requests, appointment scheduling, etc.
  1. Providers And Clinical Functions
  • EHR visit documentation should be user-friendly and easily adaptable to provider preferences.
  • EHR documents should be easy to read with useful document structure.
  • EHR should allow for remote access from any computer with internet connection without loading special software.
  • EHR should have software that accommodates multiple visit types as well as visits in which multiple problems are addressed.
  • EHR needs to have a system by which covering doctors can see and review results and labs requiring urgent attention for providers who are not in the office.
  • EHR system should allow for providers to block their inbox (at least for urgent messages) when they are not in the office.
  • EHR should provide efficient means for communication with specialists.
  • EHR should streamline communication with patients and allow for electronic reporting of results.
  • EHR should interface with labs for electronic receipt of results as well as electronic order entry.
  • EHR should allow for easy use of digital photography for patient identification as well as documentation of exam findings.
  1. Clinical Data management
  • EHR should have adaptable systems for disease management and programs targeting improvements in patient care as well as pay-for-performance goals.
  • EHR should have easily generated reports of patients by diagnosis, visit type, demographics, etc.
  • EHR should allow for easy reporting of data to MCOs, Medicare, and PHO.
  1. Medical Records And Document Management
  • EHR should allow for rapid scanning of documents.
  • EHR should generate work notes, school excuses, immunization records, etc.
  • EHR should allow for efficient completion and management of multiple forms from outside agencies that need to be completed by our providers, such as WIC forms, PT1 transportation forms, DMV forms, school physicals, etc.
  • EHR should allow for maintaining a patient education “library” with materials that are easily accessed and printed for patients.
  1. Patients
  • The EHR system should improve patient access to services.
  • The EHR system should improve patient satisfaction.
  • The EHR system should allow patients to undertake all communication with the office electronically, if they choose.
  • The EHR system should allow patients to give insurance, demographic information, and eventually some clinical history online before their office visits.
  1. Costs
  • Systems should help us save transcription costs.
  • Systems should save on payroll costs eventually as system efficiencies are achieved and workforce shrinks by attrition.
  • System should decrease cost for supplies, courier services, and paper management.
  • System should increase revenue through MCO and Medicare incentive programs.
  1. Goals and Objectives for Your Practice
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  4. EHR Benchmark Data Points

Exhibit 2: EMR Site Readiness Assessment: Clinic Overview And Demographics

Completed By: Click here to enter text. Title: Click here to enter text. Phone: Click here to enter text.

General Information

Date of Completion

Date of Completion

Date of Completion

Clinic Name: Click here to enter text.

Clinic Address: Click here to enter text.

Clinic Phone Number: Click here to enter text.

Clinic Fax Number: Click here to enter text.

PRE-EMR

6 Months POST EMR

12 Months POST EMR

What is your average number of patient visits per day?

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What is your provider FTE count?

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What percentage of your providers are dictating notes?

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What is the rate of Hemoglobin A1c in patients diagnosed with

DM? % < 7?

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What is the average length of time your providers take to close encounters?

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What is the average percentage of patients seen without the medical chart each day?

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What is your average chart pull time?

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What is your average turnaround time from receipt of chart request to delivery to provider?

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What is your average number of inbound calls from patients, pharmacists, consulting providers, etc. each day? What percentage requires a chart pull?

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What is your average number of outbound calls from patients, pharmacists, consulting providers, etc. each day? What percentage requires a chart pull?

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What is your average patient cycle time from check-in to check-out?

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For your JCAHO Core Measurements for Ambulatory Care, how many are currently meeting established benchmarks? How many are not meeting benchmarks?

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Utilizing the information in the scenario, provide a project plan for a new EHR system implementation in your organization. The project plan should provide detailed information regarding set goals and 2
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Fulfillment and implementation of a mock project

This assignment is intended to help you use leadership skills to gather project members from cross-functional departments and skill sets and lead them in the fulfillment and implementation of a mock project.

Discover the various responsibilities of a project manager by organizing a project. See Chapter 19, sections 19.9 and Cases. 

Apply project management tools and a PM outline type of your choice to structure and plan the project by defining, planning, and controlling. The project will be a continuation of how to improve the process you chose in Weeks 1 and 2.

Create a 10- to 12-slide PowerPoint presentation (supported by Excel and Word as needed), with detailed speaker notes, that includes the following:

· Project description

· Project Management Charts (Critical Path, Gant Chart, etc.)

· Improved Process Flowchart from Week 1

· Meeting cadence/rhythm and timing

· Metrics to measure the project’s success

· Financial and budgetary considerations

· Description of the project reporting structure

Cite references to support your assignment.

Format your assignment according to APA guidelines

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Australian Government’s implementation of budgetary measures to manage the social and economic impacts of COVID-19

Critically evaluate Andrew et al.’s (2021) analysis of the Australian Government’s implementation of budgetary measures to manage the social and economic impacts of COVID-19. In your discussion explain the authors’ argument that Australia’s history of inequality has shaped these actions and the effect inequality may have on outcomes.

Notes: 400 words.

Accounting, inequality and COVID-19 in Australia Jane Andrew and Max Baker The University of Sydney Business School, Sydney, Australia, and James Guthrie Macquarie Business School, Macquarie University, North Ryde, Australia Abstract Purpose–The authors explore the Australian Government’s implementation of budgetary measures to manage the social and economic impacts of COVID-19, paying particular attention to how the country’s history of inequality has shaped these actions, and the effect inequality may have on outcomes.

Design/methodology/approach–In this qualitative case study of public budgeting, the authors draw on the latest research into inequality to consider the implications of policy responses to COVID-19 in Australia. In particular, we examine the short-term introduction of what we term“people-focused”budgetary measures.

These appeared contrary to the dominant neoliberalist approach to Australian welfare policymaking.

Findings–This paper foregrounds the relationship between budgeting, public policy and inequality and explores how decades of increasingly regressive tax systems and stagnating living wages have made both people, and the state, vulnerable to crises like COVID.

Social implications–There is still much to learn about the role of accounting in the shaping of growing economic inequality. In focusing on public budgeting within the context of COVID, the authors suggest ways accounting researchers can contribute to our understanding of economic inequality, both in terms of drivers and consequences. The authors hope to contribute to a growing body of accounting research that can influence social movements, political debates and policymaking, while also raising awareness of the consequences of wealth and income inequality.

Originality/value–The authors explore ways accounting scholars might help articulate a post-COVID future that avoids recreating the inequalities of the past and present.

KeywordsInequality, COVID-19, Public budgeting, Social accounting, Neoliberalism, Public policy, Piketty Paper typeResearch paper We do not always respond to shocks with regression. Sometimes, in the face of crisis, we grow up—fast (Klein, 2007). 1. Introduction The COVID-19 pandemic has exposed systemic challenges that need to be addressed by both society and scholarship. Implicated in those challenges is capitalism itself, as well as disciplines closely aligned to its ends like accounting.Guthrie and Parker (2017, p. 8) argue that accounting“has responsibilities that affect the living conditions of billions of people globally”, and they urge researchers“to rediscover contemporary relevance”for the field and to“enter into dialogue with potential audiences beyond themselves”(p. 11).

Along with climate change, economic inequality is one of the most pressing issues of our time. As accounting scholars, we have much to contribute to a collective understanding of the impact of inequality on society and the crafting of strategies to redress social and economic imbalances.Tweedie and Hazelton (2019)argued that the accounting and accountability research agenda should engage more actively with economic inequality, which aligns with AAAJ’s remit to reflect the severe issues associated with allocative, distributive, behavioural, social and ecological problems of the modern world.

Many countries have adopted neoliberal ideas and policies, imposing new public management (NPM) aligned with“quasi competition”and“business-like”management models in the public sector. NPM is a logic steeped in the management structures of the Accounting, inequality and COVID-19 1471 The current issue and full text archive of this journal is available on Emerald Insight at:

https://www.emerald.com/insight/0951-3574.htm Received 17 July 2020 Revised 10 December 2020 26 February 2021 Accepted 23 March 2021 Accounting, Auditing & Accountability Journal Vol. 34 No. 6, 2021 pp. 1471-1483 © Emerald Publishing Limited 0951-3574 DOI10.1108/AAAJ-07-2020-4688 private sector (Guthrieet al., 2005) and markets (Steccoliniet al., 2020). In terms of public budgeting, NPM has led to an obsession with reduced government debt, privatisation of state assets and services, increased support for private enterprise and capital, and a reduction in taxes and government welfare spending. The global financial crisis in 2008 and subsequent sustained fiscal austerity appear to have firmly entrenched these ideas in Australian public budgeting (Martin-Sardesai and Guthrie, 2020). Yet, there is no evidence to suggest this has reduced the size of government expenditure and government debt. Instead, it has transferred the machinery of Government to business to deliver government-funded services.

In studying inequality, the COVID-19 pandemic has brought public budgeting approaches into even sharper focus. Given the effects of COVID have intensified pre-existing racial, gender and class inequalities (Lehman, 2012;Lehmanet al., 2018), we explore whether the Australian Government’s response to COVID temporarily addresses several forms of inequality, via three specific questions.

(1) How has the pandemic challenged existing public sector budgetary rules and institutional design?

(2) What are the key political, economic and social factors influencing pandemic related policy responses and budgetary measures?

(3) Will there be permanent changes and unintended consequences to extant fiscal institutions as a result of the pandemic?

2. Background In November 2020, many economic indicators pointed to an emerging major global recession.

To insulate businesses and individuals from the financial consequences of COVID-19 public health interventions, governments across the globe have engaged in a wave of public spending. On the surface, the expenditure patterns appear to have deviated temporarily from neoliberal policy norms (Andrewet al., 2020), such as regressive taxation (Cooperet al., 2010), deregulation (Merinoet al., 2010), privatisation and the general dismantling of the welfare state and labour organisations (Andrew and Cahill, 2017;Uddin and Hopper 2003). We will argue that COVID-19, in particular, has highlighted our shared dependence on well-resourced governments in times of crisis and questioned the future of government spending and revenue-raising. Yet the unfolding crisis and the various government responses also have animated debates about economic and social inequalities (seeGrossiet al., 2020for a discussion of international reactions). In our paper, we focus on the Australian Government’s response to COVID-19. Still, we are speaking to a broader set of concerns that are of international interest, particularly as they relate to the effects of crises on public budgeting.

Australia is somewhat novel as a context as a conservative government have introduced these interventions in a temporary break from their preference for budget surpluses, austere social safety nets and business-focused stimulus measures.

The facts regarding economic inequality in Australia are bleak. Before the COVID-19 crisis, there were 3.24 million people (13.6% of the population) living below the poverty line, including 700,000 children under the age of 15 (ACOSS, 2019,2020). Women, particularly those who are single parents, and Aboriginal and Torres Strait Islander people continue to be over-represented in measures of poverty (Commonwealth Government of Australia, 2009– 2014). There is little doubt the pandemic has increased both the number of people in poverty and the degree of their economic strain. For example, the Australian Bureau of Statistics (ABS, 2020) estimates that at the peak of the employment crisis in June 2020, more than 1.6 million people were receiving unemployment benefits (known asJobSeeker) with 835,100 jobs lost since March. Even those people who have jobs are less secure: at the time of writing more AAAJ 34,6 1472 than 6 million people across 860,000 businesses were receiving wage supplements from the Government (known asJobKeeper) and in June 2020 over 50% of the Australian workforce was supported in part by the Government’sJobSeekerandJobKeeperpackages. Yet the pandemic has increased the wealth of the uber-rich, with the combined worth of Australia’s 200 wealthiest individuals rising by 25% in 2020 (Wade, 2020). While Australian policy responses to the pandemic have included a (temporary) focus on vulnerable people, as we will discuss, these same policies have generated wealth for businesses and their owners.

With this in mind, we agree withBerger (2017)that accounting academics can offer insights into the conditions of the present to help shape a more equitable and sustainable future (Bebbington and Unerman, 2018). Our paper discusses the relationship between accounting, public policy and inequality to articulate alternative pathways that might avoid recreating inequalities in a post-COVID future (Tweedie and Hazelton, 2015,2019).Section 3discusses the relationship between accounting, crises and inequality, andSection 4outlines our case study of pre-pandemic inequality in Australia.Section 5follows with an analysis of the shape of inequality in Australia after the pandemic where we discuss three specific“people-focused” budgetary measures enacted by the Australian Government during the crisis:JobKeeper, JobSeekerand theearly release superannuation scheme.InSection 6, we explore alternatives to the neoliberal approach to social welfare and inequality. We end with a consideration of the future beyond these temporary social welfare interventions, asking whether the crisis will provide the impetus to rethink neoliberal welfare policy solutions over the longer term.

3. Accounting, crises and inequality Accounting technologies have long been intertwined with capitalism (Andrew and Baker, 2020;Bryer, 2000a,b;Chiapello, 2007,2017;Cooper, 2015), withChiapello (2007, p. 268) referring to accounting as the“institution par excellence, whose progress is an indicator and sign…of the advance of capitalism”. Within capitalism, accounting has helped ensure the ideological and political potency of financial information masquerading (albeit imperfectly) as“truth”(Lapsley and Miller, 2019;Roberts and Wang, 2019;Tweedie and Hazelton, 2019).

With an emphasis on surplus accumulation and exploitation in the pursuit of profit, accounting practices have played a significant role in the production and maintenance of inequalities. The joint efforts of the accounting profession, standard setters and the Big Four global accounting firms have normalised the notion that the interests of capital and business are aligned with those of the public to such a degree that it has become almost impossible to imagine alternatives (Brooks, 2018).

Critically, this suggests that “inequality does not existas such”(Piketty, 2020, p. 7) but is instead, the outcome of neoliberal policy choices. According to Piketty, inequality ismade through the“legal, physical, educational, and political systems that people choose to adopt and the conceptual definitions they choose to work with”and that these are recruited to generate dominant narratives that can“bolster the existing inequality regime”(Piketty, 2020, p. 1). In Australia, neoliberal policy choices have led to unemployment, underemployment, suppressed wage growth and allowed forthe ballooning of household debt and intensification of inequality. In viewing the state as a business entity, neoliberals fear public debt and associated budget deficits (Andrewet al., 2020).

Accounting researchers have been concerned with the effects of neoliberalism on regulation, public budgeting and public service provision (Andrew, 2007;Merinoet al., 2010; Lapsley and Miller, 2019;Munzer, 2019;Peda and Vinnari, 2019). Many argue that by privileging capital, the legitimacy of surplus accumulation and the affirmation of cost minimisation on people and the planet, accounting has valorised exploitative practices that underpin the trajectory of rising economic inequality (Tweedie and Hazelton, 2015,2019).

However, crises like the current pandemic both expose already existing inequalities and (if left unchecked) intensify their effects (Spinney, 2020). Without both temporary and longer- Accounting, inequality and COVID-19 1473 term budgetary intervention, much of the burden of COVID-19 will fall on those already vulnerable, potentially exacerbating“deeply rooted social, racial, and economic health disparities”(Dornet al., 2020).

While the poor suffer disproportionally during crises under neoliberalism, the rich are well placed to get richer. In the past, crises have allowed for the rapid mobilisation and unquestioning adoption of neoliberal ideas within policymaking circles (e.g. the effectiveness of free markets and business, the benefits of privatisation and the inefficiency of public service delivery). They also present opportunities for significant transformation. Crises unsettle norms, rendering vulnerabilities, injustices and inequalities visible in ways that introduce the possibility of change. The pandemic provides an opportunity to rethink the relationship between governments, markets and citizens. Through strong advocacy and good policy alternatives, inequality can be addressed by a deepening of democratic ideals and the“rational pursuit of collectively defined and approved ends”(Bourdieu, 1998, p. 104, emphasis in original). But achieving transformation requires a radical rethinking of the role and purpose of accounting beyond that forged under neoliberalism, developing new approaches to public budgeting that address the intensifying inequalities produced by the pandemic (Andrewet al., 2020).

4. Pre-pandemic inequality in Australia While experiences across the world have varied, Australia provides a useful case study of pre-pandemic inequality. According to the OECD’s global economic outlook, Australia has done well compared to the rest of the developed world in handling the pandemic and emerging from the recession (Wright, 2020). Not only has the public health response been effective, attributed mainly to geography and closed borders, science-based policy response and community-oriented compliance culture (Wright, 2020), but the Government’s approach has been based on stimulus rather than austerity (theIMF Policy Tracker (2020)suggests that at 11.6% of GDP, Australia’s direct fiscal response is amongst the highest in the world).

Before the COVID-19 pandemic, both income and wealth inequality had been rising in Australia. In 2015–2016, an individual in the highest 1% of income earners took home more in a fortnight than the yearly salary of someone in the lowest 5% of income earners (ACOSS, 2018). According to data obtained from the Inequality Lab[1]income inequality in Australia has increased consistently since the 1980s.Figure 1demonstrates the increasing share of national pre-tax income earned by the highest income earners[2]. The top 10% income earners increased their proportion of the country’s total income from 23% to 33%. However, the real change was that the top 1% of earners now take home 13% of total national income, more than double what it was in the 1980s (5%). Figure 1.

Percentage share of pre-tax national income amongst high income earners AAAJ 34,6 1474 An Australian Bureau of Statistics report released mid-2019 shows that the wealthiest 200 people in Australia increased their net worth by an estimated 20% in 2018 (Long and Janda, 2019). Conversely, changes to the labour market, household debt and the size of the average mortgage mean that 10% of working households in Australia have less than $90 of savings in the bank (Power, 2020). The World Inequality Report neatly sums up the root cause:“economic inequality is largely driven by the unequal ownership of capital” (Alvaredoet al., 2018, p. 10). In Australia, inequality in capital stems from marked differences in homeownership and superannuation (private retirement savings) (Coates and Chivers, 2019).

Inequality is a global issue, with The World Inequality Report (Alvaredoet al., 2018,p.5) revealing that inequality levels differ widely between countries with similar levels of development. This highlights the critical role that national policies and public budgeting play in the shaping of inequality. Given this, it seems clear that Australia can address not only pre-existing inequalities through budgetary measures, but, if these are attuned to the needs of vulnerable people, some of the adverse social and economic effects of COVID can also be mitigated.

5.“People-focused”budget responses to COVID in Australia In response to the pandemic, the Australian Government mobilised a raft of stimulus measures for both businesses and individuals. A recent OECD report said that Australia’s economic improvement has been due to an avalanche of government financial support, such as theJobKeeperwage subsidy, and the Reserve Bank’s support in cutting interest rates and buying government bonds (OECD, 2020). We consider three of what we refer to as“people- focused”budgetary responses enacted by the Government. On the face of it, these appear to deviate significantly from the discourse on welfare and the market-based solutions that have dominated Australian public budgeting for decades (Andrewet al., 2020). Yet on closer inspection, these temporary relief measures also implicitly or explicitly reinforce neoliberal ideology.

5.1 JobSeeker Since 1945 the Australian Government has provided an unemployment payment to citizens who find themselves without work, but in the early 1980s social welfare provisions started to change as unemployment began to be conceptualised less as a collective problem for governments and more as an individual responsibility. This shift is a consequence of the embrace of the neoliberal philosophy of personal responsibility for social well-being accompanied by the withdrawal or reduction of state support (cost-saving). Over time, payments to the unemployed have reduced in size (relatively), and access has become more prohibitive.

At the beginning of 2020, the Government’s low unemployment payments came under scrutiny, and a parliamentary committee issued a report warning that people were being forced into poverty, food insecurity, homelessness and compromised mental health because of lack of income support. With the onset of the pandemic and widescale job losses, on 24 March 2020, the Government announced temporary changes to theJobSeekerpayment that included a supplement to the unemployment benefit of $550 a fortnight, along with a lifting of wait times, changes to the assets and income test, removal of the“mutual obligation” requirements and a streamlining of the application process. The changes initially projected to cost $14 billion over six months, were designed to“supercharge the safety net”and“support the most vulnerable”(Henriques-Gomes, 2020 ). The program has since been extended at a lower rate of supplementation (to $250 in September and then to $100 in December 2020) Accounting, inequality and COVID-19 1475 and with tighter eligibility requirements until March 2021. In October 2020, when the Government released its budget (six months late) it became clear that the phased reduction in people-focused support would be replaced by a growing emphasis on a business-driven recovery.

This shift in focus symbolically signals that people receivingJobSeekerbefore the pandemic was“responsible”for their unemployment, unlike those who found themselves unemployed through no“fault”of their own as a result of the public health interventions (e.g.

shutdowns). Drawing such a distinction is a by-product of neoliberal restructuring that has eroded previous welfare provisions to create a“flexible”labour market (i.e. casualisation), leaving the majority of Australian workers with few protections and vulnerable to unemployment (ABC News, 2018).

According to the ABS, the unemployment rate rose from 5.2% in early 2020 to 7.1% by September (ABS, 2020). The October data shows 747,600 Australians worked between one and nine hours per week, which is 5.8% of all workers with jobs. If all of these workers were classified as unemployed–which many effectively are, given they would work only a handful of hours a week–the unemployment rate increases from 7.00% to 12.44%. None of these workers would qualify forJobSeekerpayments (Austin, 2020).

Approximately 1.7 million people receivedJobSeekerpayments in September (Henriques- Gomes and Karp, 2020). There is little doubt that this scheme provided critical relief from the immediate consequences of public health-related unemployment. Also considered that JobSeekerpayments to the unemployed have ensured those people have resources to pay for essentials such as housing, food and clothing. Despite this, the Government is winding back its welfare provisions to pre-COVID levels. The OECD has warned the Government against withdrawing support too quickly, and it also should consider increasing payments to the unemployed on a long-term basis (Wright, 2020).

5.2 JobKeeper The potential value of a universal basic income has been widely debated (see, e.g.Lawhon and McCreary, 2020), in terms of both social and environmental benefits. However, most governments have resisted undertaking policy experiments to assess the viability of a universal wage[3]. Despite government wage subsidies being inconsistent with neoliberal principles, on 30 March 2020, the Australian Prime Minister announced a $130 billion package focused on sustaining employment during the economic downturn caused by the pandemic through a wage subsidy package to employers. With similar features to a universal basic income, theJobKeeper package provided initial temporary payments of $1500 a fortnight to eligible businesses to subsidise the wages of employees who might otherwise have been made redundant. It has since been revised downwards to $1200 from September to $1000 in January 2021 and will end in March 2021. The program has sought to maintain the employer-employee relationship through a wage subsidy, thereby helping to support employment and ensure money continues to flow within the economy. However, the failure ofJobKeeperto include certain groups of employees has been controversial. In particular, the 2.17 million people on temporary visas in Australia (such as students, working holidaymakers, temporary skilled workers) and citizens and permanent residents not in their role for at least 12 months are not included[4].

Both the extension ofJobSeekerand the introduction ofJobKeepersaw the Government mobilise budgetary measures that put money directly into the hands of individuals whose livelihoods were compromised as a result of the lockdown restrictions imposed in response to COVID-19. Given the schemes will be funded by taxpaying Australians, to a large extent, the welfare responsibility of the crisis has been collectivised. This is a significant, albeit temporary, shift from the neoliberal norms of previous government administrations that AAAJ 34,6 1476 rejected direct welfare payments for the social safety net, preferring instead to stimulate business as a means to keep jobs. The temporary nature of these programs does not present a wholesale change in thinking, but it does signal the importance of the state as the insurer of last resort during a crisis[5].

Unfortunately, for many, theJobKeepersubsidy only delays their eventual unemployment and the need forJobSeekerwhen the program ends in March 2021. Given this, the Reserve Bank has been urging the Government to consider a more robust counter-cyclical employment creation scheme that focuses on public infrastructure projects (Associated Australian Press, 2019). In effect, this would shift resources from a wage subsidy into new forms of government employment that targets the construction of new public assets, securing the nation’s longer-term collective wealth. Instead, the Federal Budget 2020 has sent strong signals that the Government is keen to revert to budgetary measures that stimulate (and subsidise) the private sector, capital and a business-led recovery (Commonwealth of Australia, 2020).

5.3 Early release superannuation scheme In a further attempt to get cash into the hands of the Australian people, the Government initiated anearly release superannuation scheme[6].From 20 April 2020, eligible individuals were permitted to access up to $20,000 of their retirement savings without being subject to tax or a means tests for other forms of welfare support. By November 2020, over 50,000 people have withdrawn over $33 billion. In effect, the scheme made it possible for individuals to act as their own welfare provider. Still, the decision to withdraw from superannuation comes with a significant impact on retirement savings in the future.

The funds have been used to pay down debt, pay rent and buy food in the present. At the same time, these same Australians will see their future fiscally constrained in new ways, as they pay for the current stimulus spending through a combination of increased personal taxes, goods and services taxes and additional austerity measures. Indeed, unlikeJobKeeper andJobSeeker, over time the scheme is likely to increase inequality and require additional budgetary spending later when these citizens approach retirement (in the form of pensions and other social infrastructure related to housing and health care). The scheme is in keeping with the logic of neoliberalism wherein“responsible individuals are required to provide for themselves in the context of powers and contingencies radically limiting their ability to do so” (Brown, 2015, p. 134).

6. Budgeting, accountability and tackling inequality Andrewet al.(2020, p. 766) argue that within the straitjacket of neoliberalism, Australia’s national budgets have created: consistent winners and losers, where the winners are large corporations and owners of capital and the losers are the self-employed, contract and casual workers, minorities and society as a whole because there is less money for essential services and infrastructures such as hospitals, schools, welfare payments, science and innovation and public transport. While it seems the ideological frame within which public budgeting takes place has become somewhat impenetrable, the current crisis has shone a light on the realities of neoliberal budgeting.

Given that the health and financial consequences of this pandemic will continue to be unevenly distributed without a fundamentally different approach to public budgeting, including changes to the“education system, health system, tax and industrial relations framework”, Australia will continue to produce“virulent inequality”(Charlton, 2020). Public budgeting within the context of neoliberalism, even when faced with a crisis of the scale we are currently experiencing, has failed to engage with the structural drivers of inequality. Accounting, inequality and COVID-19 1477 Indeed, despite the temporary“people-focused”budgetary interventions outlined above, the sustained bias towards business-led recoveries are set to reproduce remedies that“fail to grasp the root cause of the problem”(Olsonet al., 2001, p. 506).

Indeed, it is increasingly apparent that the Australian Government will not reconceive our essential public services beyond the logics of new public management. Instead of pursuing employment through public infrastructure projects, its focus is on providing subsidies to business to keep employees“on the books”and working. While Australian policy responses to the pandemic have included a (temporary) focus on vulnerable people, these same policies have also been recruited to generate cash for businesses and capital to intensify the worth of the wealthy. When finishing this article in February 2021, the government announced an increase in normal unemployment benefits of $3.57 a day extra. This places Australian at the bottom of the OECD concerning social security payments for the unemployed[7]. The government JobKeeper $100 billion scheme, mainly paid to big corporations, has resulted in Australian billionaires becoming richer and the corporate sector announcing profits and dividends. For instance, Crown Resorts took $255 million in JobKeeper payments in 2020, allowing it to pay $203 million in dividends. Crown made a $120 million loss for the six months to December[8].

Yet alternatives to neoliberalism exist. Piketty’sCapital and Ideology(2020) outlines concrete possibilities for a more equitable future, emphasising public welfare and living wages to flatten the inequality curve–in essence, budgetary measures likeJobKeeperand JobSeekerthat have been mobilised permanently in response to inequality. Alongside these, Piketty (2020, p. 981) makes a case for a“universal capital endowment”funded by a “progressive tax triptych”that focuses on poverty, inheritance and income tax reform to help “diffuse wealth at the base while limiting concentration at the summit”. This proposal tackles inequality by supporting vulnerable workers who are reliant on selling their labour-power in an increasingly unregulated market that puts“constant downward pressure”on wages or has been left without work entirely (and therefore have no real means to build capital) (Andrew and Baker, 2020, p. 647).

It is evident that alternatives to neoliberal forms of revenue-raising and expenditure within the routines of public budgeting (seeMarriott and Sim, 2019;Sikka, 2015;Veldman, 2019) have proven essential during the initial phases of this crisis and can no longer be dismissed as unrealistic. In the space of months, the government have changed their approach to public policy and public budgeting to enable the suspension of rents and mortgages, the outlawing of evictions, the provision of a living wage, free childcare, the freeing of prisoners and the channelling of funds into public goods and services like healthcare and cleaning. Policies that seemed previouslyimpossiblehave proven temporarily possible (if not essential) in the face of the pandemic. That said, the suite of“people-focused” budgetary measures will produce uneven outcomes as the responsibility for some welfare payments to vulnerable Australians has been collectivised (JobSeekerandJobKeeper) while others remain individualised. In encouraging vulnerable people to draw down their retirement savings (with obvious long-term implications for their retirement savings), the early superannuation access schemeis a profoundly inequitable approach to social welfare, relying both on neoliberal ideas about personal responsibility as well as underlying belief structures about individualism and retirement funding.

In what seems like further evidence of the sustained appeal of neoliberal forms of governance, when the Australian budget was finally released in October 2020 (six months later than expected), it included $1.4 billion in cuts to the funding of eleven critical bodies created to improve government transparency and public accountability. These included the Australian National Audit Office (ANAO), the Office of Information Commissioner, and the Australian Human Rights Commission. Starving a watchdog meant to investigate government misconduct undermines the independence of that organisation. It can only be AAAJ 34,6 1478 viewed cynically, given that the ANAO has uncovered some of the biggest government corruption scandals in 2020, including the possible use of community funding to secure votes in marginal electorates and an allegedly corrupt property deal that has been referred to the police for investigation (Wilkins, 2020). Under the spectre of crisis, it appears the 2020 Budget has eroded the very bodies that ensure Australia’s democratic institutions can meet the challenges posed by this pandemic[9].

7. Conclusions If inequality is created and maintained through discourse and ideology (Piketty, 2020), then accounting has an essential role to play in the production of more equitable futures. Across the spectrum of work undertaken by accountants–from tax and audit accounting to management accounting and financial reporting–all could be more attuned to inequality if underpinned by appropriate regulation, public policy and budgetary measures (Merinoet al., 2010;Sikka, 2009,2015). The pandemic has also prompted a discussion about our rights to basic needs such as food, housing, healthcare, education and secure work, which has implications for the field of accounting practice that prioritises shareholder value and capital markets.

Given that we know there is a relationship between accounting and inequality, there is a pressing need for accounting researchers to contribute to public debates about greater equality and the well-being of people in society. These discussions should include analysis of the living wage debate with empirically rich insights from individuals who have received these kinds of benefits during the pandemic (Skilling and Tregidga, 2019), and a critique of the implications of shareholder value on the real economy and its impact on wealth distribution (Clarkeet al., 2019;Veldman, 2019). Also, there is an urgent need for research that maps the way accounting normalises those business structures and internal management practices that reproduce structural and discursive forms of economic inequality (Tweedie and Hazelton, 2015,2019). We call for accounting researchers to play their part in shaping a post-COVID future that avoids recreating the inequalities of the present.

Notes 1. The World Inequality Lab is associated with the Inequality Report ofAlvaredoet al.(2018), see https://wid.world/world-inequality-lab 2. While the Gini index is often used as a measures of inequality,Alvaredoet al.(2018, p. 27) advises the use of the“share of national income captured by each group”as they argue this is a more meaningful and accurate measure.

3. Finland is a notable exception, but there are other small-scale experiments, some funded by the private sector, taking place in Canada, Scotland, Spain, India, Kenya and the US.

4. Controversially,JobKeeperhas been paid to some large, listed companies, triggering concerns that the program may have artificially inflated profits, dividend payments and executive bonuses.

5. Governments around the world played a similar role in response to the global financial crisis of 2008–2009.

6. Superannuation in Australia is a type of employment-funded pension, partly compulsory and further encouraged by tax benefits.

7.https://www.theguardian.com/business/grogonomics/2021/feb/25/the-jobseeker-increase-is- pathetic-and-so-is-the-spin-to-justify-the-paltry-amount?

8.https://www.crikey.com.au/2021/02/25/jobkeeper-2021-wage-supplement / 9. The 2020–21 Budget includes $98 billion in response and recovery support, including $25 billion under the COVID-19 Response Package and $74 billion under the JobMaker Plan. The underlying Accounting, inequality and COVID-19 1479 cash deficit in 2020–21 is expected to be $213.7 billion (11.0 per cent of GDP) (Commonwealth of Australia, 2020).

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Wade, M. (2020),“It’s been a fabulous pandemic for the super-rich, but will it make our economy less equal?”,Sydney Morning Herald, Vol. 25 November, available at:https://www.smh.com.au/ business/the-economy/it-s-been-a-fabulous-pandemic-for-the-super-rich-but-will-it-make-our- economy-less-equal-20201124-p56hjz.html.

Wilkins, G. (2020),“Governments starve watchdogs of funding as the war of accountability rages on”, Crikey, Vol. 3 December, available at:https://www.crikey.com.au/2020/12/03/starving- watchdogs-funding-war-on-accountability/.

Wright, S. (2020),“China dispute threatens the economy”,Sydney Morning Herald, Vol. 2 December, available at:https://www.smh.com.au/politics/federal/china-dispute-threatens-australia-s- economic-recovery-oecd-20201201-p56jih.html.

Corresponding author Max Baker can be contacted at:max.baker@sydney.edu.au For instructions on how to order reprints of this article, please visit our website:

www.emeraldgrouppublishing.com/licensing/reprints.htm Or contact us for further details:permissions@emeraldinsight.com Accounting, inequality and COVID-19 1483

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Define and apply the NIST Cybersecurity Framework functional areas, implementation tiers, and profiles

https://www.nist.gov/publications/framework-improving-critical-infrastructure-cybersecurity

APA style is not required, but solid academic writing is expected.

This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion.

You are required to submit this assignment to LopesWrite. A link to the LopesWrite technical support articles is located in Class Resources if you need assistance. 

This benchmark assignment assesses the following programmatic competencies:

MS Cybersecurity

2.2: Define and apply the NIST Cybersecurity Framework functional areas, implementation tiers, and profiles.

2.3: Apply the Cybersecurity Life Cycle, Cybersecurity Framework, and Methodologies to establish a Cybersecurity Program that supports an organization’s strategic initiatives

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Big Data Mining Techniques and Implementation

CSCI316 (SIM) 202 2 Session 1 – Individual Assignment 2 CSCI316 – Big Data Mining Techniques and Implementation Individual Assignment 2 202 2 Session 1 (SIM) 15 Marks Deadline : Refer to the submission link on Moodle Two (2) tasks are included in this assignment. The specification of each task starts in a separate page. You must implement and run all your Python code in Jupyter Notebook. The deliverables include one Jupyter Notebook source file (with .ipybn extension) and one PDF document for each task. Note: To generate a PDF file for a notebook source file, you can either (i) use the Web browser’s PDF printing function, or (ii) click “File” on top of the notebook, choose “Download as” and then “PDF via LaTex”. All results of your implementation must be reproducible from your submitted Jupyter notebook source files. In addition, the submission must include all execution outputs as well as clear explanation of your implementation algorithms (e.g., in the Markdown format or as co mments in your Python codes). Submission must be done online by using the submission link associated with assignment 1 for this subject on MOODLE. The size limit for all submitted materials is 20MB. DO NOT submit a zip file. Submissions made after the du e time will be assessed as late submissions. Late submissions are counted in full day increments (i.e. 1 minute late counts as a 1 day late submission). There is a 25% penalty for each day after the due date including weekends. The submission site closes four days after the due date. No submission will be accepted after the submission site has closed. This is an individual assignment . Plagiarism of any part of the assignment will result in having 0 mark for the assignment and for all students involved. Marking guidelines Code: Your Python code will be assessed. The computers in the lab define the standard environment for code development and code execution. Note that the correctness, completeness, efficiency, and results of your executed code will be assessed. Thus, code t hat produces no useful outputs will receive zero marks. This also means that code that does not run on a computer in the lab would be awarded zero marks or code where none of the core functions produce correct results would be awarded zero marks. Present ation and explanation: The correctness, completeness and clearness of your answers will be assessed. CSCI316 (SIM) 202 2 Session 1 – Individual Assignment 2 Task 1 (7.5 marks) Data set : The Abalone Data Set (Source: https://archive.ics.uci.edu/ml/datasets/abalone ) Data set information These data consisted of 4 ,177 observations of 9 attributes , detailed as follows. Name / Data Type / Measurement Unit / Description —————————– Sex / nominal / — / M, F, and I (infant) Length / continuous / mm / Longest shell measurement Diameter / continuous / mm / perpendicular to length Height / continuous / mm / with meat in shell Whole weight / continuous / grams / whole abalone Shucked weight / continuous / grams / weight of meat Viscera weight / continuous / grams / gut weight (after bleeding) Shell weight / continuous / grams / after being dried Rings / integer / — / +1.5 gives the age in years Objective Implement a Naïve Bayesian classifier to predict the age of abalone in Python from scratch. Task requirements (1) Randomly separate the data into two subsets: ~70% for training and ~30% for test . (2) The Naïve Bayesian classifier must implements techniques to overcome the numerical underflows and zero counts . (3) No ML library can be used in this task. The implementation must be developed from scratch.

However, scientific computing libraries such as NumPy and SciP y are allowed. Deliverables • A Jupiter Notebook source file named _task 1.ipybn which contains your implementation source code in Python • A PDF document named _task 1.pdf which is generated from your Jupiter Notebook source file . CSCI316 (SIM) 202 2 Session 1 – Individual Assignment 2 Task 2 (7.5 marks) Data set : MAGIC Gamma Telescope Dataset (Source: https://archive.ics.uci.edu/ml/datasets/MAGIC+Gamma+Telescope) Data set information The data are Monte -Carlo generated to simulate registration of high energy gamma particles in a ground – based atmospheric Cherenkov gamma telescope using the imaging technique. The dataset contains 19,020 records. Attribute information: 1. fLength: continuous # major axis of ellipse [mm] 2. fWidth: cont inuous # minor axis of ellipse [mm] 3. fSize: continuous # 10 -log of sum of content of all pixels [in #phot] 4. fConc: continuous # ratio of sum of two highest pixels over fSize [ratio] 5. fConc1: continuous # ratio of highest pixel over fSize [ratio] 6. f Asym: continuous # distance from highest pixel to center, projected onto major axis [mm] 7. fM3Long: continuous # 3rd root of third moment along major axis [mm] 8. fM3Trans: continuous # 3rd root of third moment along minor axis [mm] 9. fAlpha: continuous # angle of major axis with vector to origin [deg] 10. fDist: continuous # distance from origin to center of ellipse [mm] 11. class: g,h # gamma (signal), hadron (background) g = gamma (signal): 12332 h = hadron (background): 6688 Objective Develop an Artificial Neural Network (ANN) in TensorFlow/ Keras to predict the signal class . Requirements (1) Randomly separate the data into two subsets: ~70% for training and ~30% for test. (2) The training process includes a hyperparameter fine -tunning step. Define a grid including at least three hyperparameters: (a) the number of hidden layers, (b) the number of neurons in each layer, and (c) the regularization parameter s for L1 and L2. Each hyperparameter has at least two candidate values. All other parameters (e.g., activation functions and learning rates) are up to you. (Note. You can use Scikit -Learn for hyperparameter tuning , i.e., by using a Keras wrapper .) (3) Report the learning curve and test accuracy. Deliverables • A Jupiter Notebook source file named _task2.ipybn which contains your implementation source code in Python • A PDF document named _task2.pdf which is generated from your Jupiter Notebook source file

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Coordinate implementation of customer service strategies


Assessment
© 2017 Australian Institute of Personal Trainers Pty Ltd and its licensors (AIPT) Commonwealth of Australia Copyright Regulations 1969
Warning – This material has been reproduced and communicated to you by or on behalf of AIPT, pursuant to Part VB of the Copyright Act 1968 (the Act).
The material in this communication may be subject to copyright under the Act. Any further reproduction or communication of this material by you may be the subject of copyright protection under the Act.
All rights are reserved and you must obtain the prior written permission of AIPT for the republication or redistribution of any content. Do not remove this notice.
Project
Carefully review the material presented in this unit and the activities you have previously completed. You should reflect on your learning, your own research, and your previous case studies within this unit.
Complete the following project tasks, and submit all of the required documentation.
With reference to the case study, complete the follow tasks.
In the case study assessment, you identified strategies and opportunities to improve customer service and meet the needs of customers. You presented and promoted these ideas to the appropriate organisational individuals and groups. It is now appropriate to organise the implementation of those strategies.
Task 1
Before implementation, you will need to plan the implementation schedule and identify the who, what, when, and how. Select one customer service objective. Then, in a report—a table may be used—identify the following:
• The customer service objective, e.g. What is the customer service goal?
• The customer service strategy that is to be implemented, e.g. What steps are required to achieve the goal?
• The activities/tasks involved in the implementation, e.g. a list of the activities/tasks that need to be undertaken
• The staff required, e.g. all staff, specific departmental staff (marketing, sales, etc.), new casual employees, etc.
• Budget, e.g. financial resources required (costs to cover telemarketing phone calls, printing, advertising, newsletters, etc.), total estimated costs
• Other physical resources or supplies, e.g. display stands, promotional boards, customer database, etc.
• A schedule of timeframes for the activities/tasks, e.g. Gantt chart
• What resource and activity approvals need to be arranged and with whom, i.e. job role/position to be identified (names are not required). If you are the responsible person and no further approvals are required, then this should be indicated in your report.
Task 2
Before implementing your plan, you need gain the necessary approvals and consult with management and staff to gather their comments and commitment to achieving improved levels of customer service. After you have received approval and management commitment, arrange a meeting with your staff to discuss the customer service improvement plans and gain their agreement on the plan and overall customer service objectives. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
• Discussion by staff to demonstrate commitment to achieving the customer service goals, e.g. support implementation activities
• Discussion and agreement by individuals or small groups on activities/tasks, timeframes, and physical and budget resources required
• Discussion and confirmation as to what, when, and how resources will be provided to individuals/groups to enable them to complete the activities/tasks
Task 3
As a manager, you need to provide templates of letters for staff to use as examples of the standards and requirements of business letters when responding to customers’ difficulties and complaints. Following the organisation’s procedures and using templates when resolving customer difficulties and complaints both encourages prompt action and ensures a standard approach in quality customer service. Customer complaints may be received from the customer either as a letter, email, or phone call or orally. The letter templates should display the content, structure, layout, and format of two types of customer service letters: formal and informal.
Procedures to resolve customer difficulties may include:
• External agencies, e.g. Ombudsman
• Item replacement
• Referrals to supervisor
• Refund of monies
• Review of products or services
• Using conflict management techniques
Customer complaints may include:
• Administrative errors, such as incorrect invoices or prices
• Customer satisfaction with service quality
• Damaged goods or goods not delivered
• Delivery errors
• Products not delivered on time
• Service errors
• Specific e-business problems and issues:
? Difficulty accessing services
? Inactive links
? Not appreciating differing hardware and software
? Services not available
? Supply errors such as incorrect product delivered
? Time taken to access services
? Unfriendly website design
? Website faults
• Warehouse or store room errors, such as incorrect product delivered
Develop examples of two template customer service letters, that being informal and formal, acknowledging the complaint and advising the customer of the actions that will be taken in order to satisfy their needs as well as that the organisation will look forward to satisfying their needs in the future. You should ensure that the templates are readable, appropriate, and mechanically sound.
Task 4
Business strategies and standards are continually monitored and evaluated with the aim of identifying areas for improvement. Continual improvement in customer service requires the customer service systems and processes to be regularly and systematically monitored and evaluated.
In case study assessment Task 1, you developed a questionnaire to gather feedback on customer service needs and areas for improvement. Now, you need to re-evaluate the customer service being provided by the business since the changes in customer service were implemented.
Using the reports from Tasks 1 and 2 of this assessment, identify five to eight key performance indicators (KPIs) that you could use in monitoring and evaluating the current level of client satisfaction with customer service. The KPIs need to relate to the business aims, objectives, and/or strategies.
Develop a client satisfaction survey checklist using the following headings:
• KPI statement (list the KPIs under this heading)
• Satisfied (checkbox or tick)
• Not satisfied (checkbox or tick)
• Comments/further improvements
Task 5
Step 1
Using the checklist from Task 4, conduct a survey with your customers to review client satisfaction on the level of customer service currently being delivered.
The survey may be conducted using the Internet, email, or telephone, or it may be face to face. You will need to gather a minimum of ten customer responses.
Customers may include:
• Corporate customers
• Individual members of the organisation
• Individual members of the public
• Internal or external
• Other agencies
Step 2
Analyse the feedback from the survey, and create a client satisfaction feedback report explaining your findings, e.g. were the KPIs met? Has the level of client satisfaction with customer service improved? If not, why? Are further improvements needed?
In your report, you will need to do the following:
• Refer to evidence gathered from the survey.
• Make a comment on the areas in customer service that have been improved and also where further improvements could be made.
• Provide advice and make a recommendation on the future direction of client service strategies for the business. Future directions should relate to the overall aims and objectives of the business.

Task 6
The client satisfaction feedback information needs to be passed on to the manager and staff. Arrange a meeting with the manager, staff, and any other interested parties to discuss your findings from the client satisfaction survey. The meeting minutes are to be provided to your assessor. The minutes should demonstrate:
• Discussion by the manager and staff to demonstrate acknowledgement of client satisfaction successes and commitment to take steps to make improvements where required to maintain customer service standards
• Discussion and agreement by individuals or small groups on activities/tasks to be undertaken to improve customer service standards
Individuals and groups may include:
• Colleagues
• Committee
• Customers
• External organisation
• Line management
• Supervisor
Task 7
To be successful in quality customer service, records need to be maintained. This is to make past and future comparisons and identify areas that may cause future issues and problems. In a report, explain the role and purpose of maintaining systems, records, and reporting procedures in ensuring continuous improvement in levels of customer service

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implement vulnerability and risk assessment techniques to justify implementation and enforcement of security policies

The purpose of this assignment is to implement vulnerability and risk assessment techniques to justify implementation and enforcement of security policies.

Part 1:

For this assignment you will need to install the Belarc Advisor by going to the Belarc website and following the instructions provided in the “Belarc Installation, Saving, and Uploading Instructions” resource. Instructions for saving and uploading the assignment files are also included in this document. In step 10 you will complete a local system scan of your computer.

Note: If your computer utilizes an operating system other than Windows 7, Vista, or XP Pro, you will need to use the “Summary” file to complete the topic assignment rather than the local system scan outlined in step 10 of the “Belarc Installation, Saving, and Uploading Instructions.”

Use the results of the local system scan to compose a 300-word paper that discusses each section’s role in securing or protecting the scanned system. Expand each section to identify how the system passed or failed the various policies. For each section, address the following:

  1. Identify the section and explain why the system passed or failed.
  2. Explain the risks identified from the results.
  3. Discuss how a threat could exploit the risks and impact the system.
  4. Explain how the failed policies can be solved.

Part 2:

Using the “Risk Assessment Template,” list 20 risks in the “Risk” column. The risks should be failed items from the Belarc Advisor results. Complete the remaining spreadsheet columns for each identified risk. The spreadsheet must include the following:

  1. Risk Title: Obtained from the Belarc Advisor report.
  2. Description: Summarize the information obtained from the Belarc Advisor report hyperlink (pop-up window).
  3. Vulnerability: Explain the vulnerability associated with this risk.
  4. Threat: Identify potential threats that can exploit this vulnerability.
  5. Current Safeguards: Identify if any policies or best practices are in place to reduce the likelihood the threat will be successful.
  6. Impact: Describe the impact if threat is successful.
  7. Severity: Measure the overall severity of the exploitation or impact.
  8. Likelihood: Measure the likelihood a threat will be successful.
  9. Risk Value: Measure the overall value of the risk (low = no real value is exploited; medium = dangerous if exploited; high = extremely grave if exploited).

Submit the 300-word paper, Belarc Advisor results (.xps or .pdf), and completed “Risk Assessment Template.”

Prepare this assignment according to the guidelines found in the APA Style Guide, located in the Student Success Center. An abstract is not required.

This assignment uses a rubric. Please review the rubric prior to beginning the assignment to become familiar with the expectations for successful completion. 

You are not required to submit this assignment to LopesWrite.

Benchmark Information

This benchmark assignment assesses the following programmatic competencies:

MS Information Technology Management

1.5: Evaluate system risks, threats, and vulnerabilities and practices and processes to ensure the safety and security of business information systems.

MS Information Assurance and Cybersecurity

3.2: Evaluate system risks, threats, and vulnerabilities and practices and processes to ensure the safety and security of business information systems

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implementation of tools for measuring business success

 Implementation Plan: Part 3

For the final assignment of this course, you will continue your work with the company you used in Unit IV and Unit VI. For the Unit VIII Project, you will complete the final components of your implementation plan.

For Part 3, you will focus on the following points:

· internal and external issues,

· competition,

· future outlook for the organization, and

· implementation of tools for measuring business success.

Much of the information you will need to complete this segment can be found in the case study in the textbook. However, you will also need to conduct some outside research. For the future of the organization, you may be creative and add your own insight on where you see the company going. You will need to reference your textbook and at least one outside source for this assignment. You are encouraged to utilize the CSU Online Library, but you may also use external sources, as long as the source is reliable.

Your project must be a minimum of three full pages in length, not counting the title and reference pages. Make certain to include an introductory paragraph

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Working on an implementation plan for a business

During Unit IV, VI, and VIII, you will be working on an implementation plan for a business. The components within these three units combined will create this plan.

Please take a look at the 30 case studies located in your textbook on pages 357–614. There are multiple corporations that provide a large array of services and products. Please select one of these 30 organizations that interests you. You will use this company for the assignments in Unit VI and Unit VIII.

For Part 1, describe the company that you selected, the products/services they offer, and the history of the company. Next, analyze the company’s strategy, mission, and organizational structure. In your analysis, include the information below.

What does the strategy, mission, and organizational structure say about the company?

What are the positive aspects of the strategy, mission, and organizational structure?

What are the company’s short-term and long-term goals?

What are ways to improve the strategy, mission, and organizational structure?

You will need to reference your textbook and at least one outside source for this assignment. You are encouraged to utilize the CSU Online Library, but you may also use external sources, as long as the source is reliable.

Your project must be a minimum of two full pages in length, not counting the title and reference pages. Include an introduction paragraph.

Textbook:  Strategic Management: A Competitive Advantage Approach, Concepts and Cases, 17th Edition

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