BUSINESS
PROCESSES: This
perspective refers whether customer requirements are met with a CPA firm’s internal
business processes. A tax compliance client’s ultimate requirement is a
technically accurate tax return with the least tax liability allowable under
the law. A comprehensive tax preparation process
achieving this requirement also promotes deeper learning and financial
value in satisfaction of the customer
needs
LEARNING & GROWTH: Learning
and growth constitute the foundation for success of any knowledge-worker
organization, which includes employee training, mentors, and tutors together
with cultural attitudes of continual self-improvement. After all, in a service
based knowledge-worker firm, the biggest resource and repository of knowledge is
the professional. Companies exceling in learning and growth rely on strong
communication among all experience levels while also incorporating advanced
technological work systems. Competence and knowledge improves internal processes, which then balances the customer and financial perspectives resulting in high customer satisfaction.
CUSTOMER SUPPORT: This perspective focuses on the importance of
customer satisfaction. Embracing customer
inputs and requirements enables firm growth
while achieving financial value and
superior internal processes apart
from other CPA firms. Empowering the client with knowledge and other tangible
takeaways provides the client with a resource in helping them achieve success.
Tangible takeaways memorialize the expertise of the CPA for a customer’s later
reference, and standing behind one’s work with audit representation is a
minimal must.
FINANCIAL VALUE: Becoming part of a client’s team by enhancing
profitability (less taxes) at a fair price defines the financial perspective of
the consumer’s balanced scorecard. For example, a CPA is less likely to rush
out a return when combining flat fees and hourly billing rates, because he
expects to be paid for his effort put forth. Thence, the CPA will likely
provide more focus on the customer’s
needs by applying adequate attention to learning
the client and processing (preparing) the returns. A flat fee schedule is
likely to result in a rushed return, and a customer may be paying for a CPA’s
learning curve if billed on a strict hourly schedule. A highly rated learning
and growth perspective—namely tax software employed—balances the financial
value perspective since lower fees will generally result from exceptional software
efficiencies in a more accurate and quicker preparation time.