Topic: Submission of internship report on "Assessment of Service Quality and Customer Management Activities of MIZAN ISLAM & CO". It gives me great pleasure to inform you that I have completed my four-month internship program at MIC "Mizan Islam & CO" and prepared my internship report on the subject which was mutually approved by the university and my office. An Evaluation of Service Quality and Customer Management Activities of MIZAN ISLAM & CO" is the title of my internship report.
I have tried my best to collect relevant and informative information for this report on Islam Mizan. This report is based on an internship program and the main objective of this report is to evaluate the quality of service and customer management activities of MIZAN ISLAM & CO. Mizan Islam and Company provides a wide range of assurance services depending on the nature of the client I worked as an intern and dealt with various clients and developed client management activities in the marketing department.
Mizan Islam and Company, it is one of the oldest chartered accounting firms in our country. When evaluating the service quality of Mizan Islam and Company, five service quality dimensions are used.
Introduction
- Introduction
- Objective of the report
- Scope & MOTIVATION OF the Report
- Rationale study of the report
- Limitations of the report
Every limited company or listed organization needs audit for their financial report sometime during the year or end of the year in order to run their organizational functions in an effective and efficient manner. This report consists of five parts or chapters in a manner of information available while working as an intern at the firm. Despite being a medium audit firm in the nature of the firm aspects as our firm has three branches in Dhaka City.
The core objective of this report is to understand the service quality and client management activities of accounting firms, essentially how they conduct their organizational activities and how it functions. This report mainly focuses on the customer management activities of Mizan Islam & Co's marketing department. The main purpose of my internship is to gain experience in the field and this report is a partial study requirement for the internship program.
In addition to the introduction, this report consists of an overview of the firm, Client Management activities and also my job responsibilities. Working in the marketing department required me to make presentations to clients from a number of famous organizations in our country.
Industry (2.1) & Company (2.2) Overview
- Key factors of the industry
- Challenges of the Industry
- The legal entity of the firm
- Company’s vision
- Service mix of the firm
- Professional Members of Firm
- Quality control policy
- Customer/clients mix of the firm
Basically, there are several companies under ICAB, better known as the Institute of Chartered Accountants of Bangladesh. There are approximately 163 Chartered Accountants firms in Dhaka, so these firms basically consist of a team of qualified Chartered Accountants FCA. The services offered by accounting firms are diverse and can vary depending on the size and specialization of the companies. Some of the core services include insurance services, tax planning, business valuation and financial planning analysis. Chartered Accountancy firms must adopt these changes by investing in the development of new technology and specialist accountants &.
Contribute to employment: Their activities help to create employment opportunities in Bangladesh, especially in the accounting and finance sector, it helps to reduce unemployment and property in our country, which can have a positive impact on our economy, as several articles describe that there is a shortage of certified public accountants in our country. Industry analysis of CPAs in Bangladesh can provide insight into the factors affecting their growth profitability and competitiveness. Furthermore, the expected compound annual growth rate (CAGR) growth rate is 9.8% in the next 5 years.
Competitive Environment: As the industry in Bangladesh is highly competitive with a mix of large and small companies in the market. Talent shortage: Several articles have already described the shortage of skilled professionals in the industry. For an industry analysis framework, I will use Porter's five forces model to determine the competitiveness of the chartered accountancy industry.
Threat of new entrants: The threat of new entrants in the CPA industry is very low, primarily because of the high level of expertise and certification required to operate in this field, so becoming a professional certified public accountant. However, the established companies in the industry have a well-established reputation and have a large number of customer bases, which makes it very challenging for new port entrants in this industry. Competitive Rivalry: The intensity of competitive rivalry among the CPAs is quite high.
Costing: Since auditing is the main purpose of accounting firms, costing is also very relevant to auditing. It is really necessary for specific client needs or client mix of a recognized accounting firm, as this can vary depending on the firm's specialization and strategy focus. Price: Generally, chartered accounting firms charge their audit fees depending on the profit or turnover of that client.
Large chartered accounting firms can take on all large clients such as multinational companies in our country. In the age of artificial intelligence, machine learning if the firm's employees are not up to date with this then technological disruption can happen.
Cilent management activites & My Job responsibility
Clients review
MIZAN ISLAM & CO documentation is very standard, they follow IAS & ISA guidelines. The expertise of MIZAN ISLAM & CO is at a high level, the auditor takes into account IAS-1, which refers to the presentation of financial statements. But to make the quality of services more reliable, it will be additionally illustrated with a development questionnaire on a 5-point Likert scale in chapter 4 (4.1.1).
For the Chartered Accountants (CA) firm, they generally provide assurance service and their entire concern is the clients. Service quality dimension is a good rating measure that can ultimately be a reference to new customers. A development questionnaire will be added with service quality dimension items in chapter 4 for measuring service quality.
Although convincing the customers is the job of the marketing department, therefore the marketing department sends feedback to the customers within 24 hours. Assurance: In accounting parlance, chartered accountancy firms provide assurance services that include auditing, fraud investigation, internal auditing, consulting, etc. From the dimension of service quality, look at our firm, employees always ready to receive feedback from customers and make improvements to our service.
Empathy: Our firm always charges a fair amount of audit fee depending on that client's income. During my internship period in the Marketing Department, I had to visit many clients at times presenting our service to convince them. In my college days I was in the marketing department and I must acknowledge and be grateful to my faculties.
By learning the software, I have successfully made a significant contribution to my workplace Mizan Islam & Co. Mizan Islam & Co's letterhead features their logo and was given to customers through social media. To report a large amount of data, the marketing department was therefore also assigned to assist the audit department in preparing the annual declaration.
