• Professor Elam

    Tuesday May 23, 2017

     

    Customer-Centered Culture Could
    Eliminate Reputation-Ruining Fiascos

    Whatever happened to the attitude that “the customer is always right”?

    The airline industry has been taking its hits lately, thanks to several mishandled passenger interactions: pulling a doctor off an overbooked flight in Chicago, a dispute over a carried-on stroller in San Francisco, a couple booted off a flight in Maui when they put their baby in a seat purchased for his brother. But we’ve also heard call center employees go off on customers, read about store employees using racial slurs and seen deliverymen literally drop packages on front porches.

    Any time an employee behaves badly, the scene is likely to be captured by at least one smart phone – and it will go viral. And yet, it happens again and again.

    Why?

    It could be that company policies are unclear about priorities, says customer strategist and executive coach Robin Lawton, author of Mastering Excellence: A Leader’s Guide to Aligning, Strategy, Culture, Customer Experience & Measures of Success (www.C3Excellence.com). 

    Employees are then left to decide, sometimes on the spot, if it’s OK to go against guidelines to satisfy the person in front of them, and whether that will lead to disciplinary action – perhaps even dismissal – later.

    “Take that decision-making into the real world, with stressful deadlines, cranky consumers and other frustrations, and there’s no telling which way it could go,” Lawton says.

    It’s up to company leaders to set the standard for excellence with an unambiguous customer-first goal, Lawton says. And he offers these tips:

    • Know what your customers want. Ask a dozen people what they want from their grocery store, their cable provider or their airline, and you’ll probably get a dozen different answers. And those answers often are counter to what the business thinks should take precedence. “No matter what bias the organization has, the customers’ priorities are what counts,” Lawton says. “Figure it out and build a robust product that makes the most people happy.”
    • Don’t overlook the needs of the casual consumer. Businesses often focus on pleasing the people they think are their most valuable customers – those with power that comes from their position, personality, purse strings or proximity, Lawton says. But those viral videos and Yelp reviews aren’t coming from the folks in first class with the warm towels and free cocktails. “These four ‘power p’s’ can inadvertently lead us to satisfy the wrong customers,” he says.
    • A new slogan or updated mission statement only goes so far. When management identifies issues like quality, leadership, productivity and competitiveness, training often is used to initiate the change. The problem is that only a fraction of those trained actually use what they’ve been given. “There seems to be an assumption that providing people with hammers and saws will enable them to build a house,” Lawton says. “Without changed thinking, clear purpose and sufficient support, we cannot expect knowledge or tools to create desired outcomes.”

    There’s both an art and a science to creating a customer-centered culture, Lawton says. 

    “Of course, the customer isn’t always right,” he says. “But if you treat them well, in the end they won’t care about that. They’ll only care that they were heard and satisfied.”

  • Professor Elam

    Tuesday May 23, 2017

    Are you looking for another way to help your students learn more about and connect to the CPA profession? You may want to consider applying to serve as a 2017-2018 TSCPA Faculty Rep!

     

    Faculty Reps have an insider connection to TSCPA and information to help your students engage with and interact with the local CPA community. In exchange for time and efforts promoting TSCPA and the CPA profession, faculty reps receive a special dues discount and a FREE registration to TSCPA’s annual Accounting Education Conference. Learn more about the criteria and find an application here.  

     

    Any questions can be directed to Catherine Raffetto (972/687-8516 or craffetto@tscpa.net).

     

    Thank you for your consideration!

     

     

    Kari Owen
    Public Relations Specialist 
    Texas Society of CPAs
    972/687-8688
    Texas Society of CPAs: Connecting. Protecting. Advancing.

  • Professor Elam

    Monday May 22, 20017

    Here is the latest on SHLD.

    CEO Eddie Lampert is blaming the media but of course not himself for the $8 share  price.

    Rather than invest in teh stores, he spent $5 Billion buying back shares all of which are now worth less than he paid for them.

    Clearly he is no Stanley Marcus, who successfully ran Neiman-Marcus.

  • Professor Elam

    Thursday May 18, 2017

    Using Bureau of Labor salary stats, professors show that higher pay means fewer re statements.

    This story also reveals levels of pay at the senior and manager level. This supports what I have long believed.

    Which is that external auditors are subject to lots of stress and pressure to bill,but the pay they receive is probably no higher than the ones they are auditing.

  • Professor Elam

    Wednesday May 10, 2017

    Matt Lampert, Research Director, and Alyssa Hayden, Executive Director of the Socionomics Institute SI accepted my invitation to address our 2017 Student Research Symposium.  In addition they made the very first donation collection ever and our school, Texas A & M University San Antonio was the chosen recipient.

    Learn more about socionomics in as Dennis Interviews Matt Lampert, SI Research Director.

    It was a whirlwind trip, and here it is frame by frame.

     

    As the realtors like to say, there is no ‘I’ in the word team. That was the case for Matt and Alyssa’s visit this weekend. I will be posting photos on my blog with a similar narrative but wanted to thank everyone today. Matt sent me an e mail thanking all of us for literally ‘the best socionomic speaking tour in years.”

    We began Friday morning by visiting Sherita Love and Janelle Cavazos. I expect we will be working on joint DSCF2295projects. So understanding out tech capabilities is a good thing. As always both ladies were knowledgeable and helpful, a great session.

     

     

     

     

     

     

     

    DSCF2316Next we visited the Library for the ‘Official’ Donation Collection Photo. If I had written the script for that hour I could not have improved on the warm welcome Pru and the Library Gang put on for our guests.   Pru even wrote a suitable for framing letter in appreciation for the donation.   After photos and signing the required documents, our guests were given a fine tour of the facilities and equipment.

     

     

     

     

    At right,  Head Librarian Pru Morris, right,  enjoy the  moment  for the donation by SI Executive DSCF2361Director Alyssa Hayden, left

     

     

     

     

     

     

     

     

     

    Screen Shot 2017-05-10 at 3.25.12 PMOur librarians did a great job of designing the book mark designating the donation, don't you think?

     

     

     

     

     

     

     

     

     

     

    DSCF2351Alyssa listens as  TAMUSA Librarian Sarah Timm, Public Services Manager,  explains all the features of our digital library.

     

     

     

     

     

     

    Next stop was with Provost Mike O’Brien. Turns out he knew some of the faculty Alyssa had worked with at Oregon State in her graduate program. And as it happens, I had an evening meal in Atlanta at the Social Mood 2016 conference with Alex Bentley, Mike’s research partner. And Alex is has done research with the Socionomics Institute. Small world eh?

    Donna Mcilveen from Aventine Hill joined us for a discussion about various topics. I am still not sure how Provost O’Brien got from Missouri to us but I sure am glad he did!

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    DSCF2401At far right, Matt engages in non verbal communication to make a point during our visit with  Provost Mike O'Brien.

     

     

     

    After lunch we had so many psychology students sign up to hear the presentation we moved it from a DSCF2385conference room to the Vista Room.  

     

     

     

     

     

     

     

     

    Now a special thanks to Jack Clickenbeard. The video set up in VISTA is completely different than in 419. But being the pro he is one would never have known that was the case. He quickly regrouped while simultaneously helping Alyssa get her computer set up to present. We are blessed that so many of you go above and beyond which again is why I am sharing this with all of you.

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    DSCF2431Friday’s presentation went well and the crowd easily filled half that large room. Good questions and answers followed. Oh, and we snagged a visitor from University of North Texas who drove all the way down to hear the presentation.

     

     

     

     

     

    We were pleased to have several San Antonio Accounting Professionals in the audience.

    Here is Donna McIlveen, Aventine Hill,  at right with Susan Hough, PwC, and her husband David.Thanks DSCF2423for coming

     

     

     

     

     

     

     

     

    A special thanks to Amy, Sam , and all the Psychology Professors who gave points for attending the presentation. And Matt had a good visit with Joe Simpson after wards. He had already been visiting prior to the meeting by e mail.   Eve Lee and M D Rahman were on hand for the Friday event.

     

    Fun Stuff

     

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    Here is Alyssa sharing a fun moment with two of our students.

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    Joe Simpson at right just won the Outstanding Teacher Award  at our campus. No wonder he is sharing thoughts with Research Director Matt Lampert, what a team!

     

     

    And yes, I also showed our guests the side of San Antonio most tourists miss. Thursday afternoon following the Screen Shot 2017-05-10 at 4.08.33 PM airport arrival, I whisked them to the McNay. Alyssa is an art buff and there is a French Impressionist exhibit there now. And the McNay is a perfect example of peak social mood. I made sure they visited the orientation room noting the construction was complete in September, 1929 right at the top of the 1920s bull market.

     

     

     

     

    Saturday we stopped that afternoon at the San Jose Mission. How they built all that from scratch 300 years ago Screen Shot 2017-05-10 at 4.10.30 PM is a wonder.Most tourists go for the Alamo but it is but one remaining building. San Jose was re built to as close to original as possible by the WPA in the  1930s.

     

     

     

     

     

     

     

     

     

    Saturday morning was jammed with visiting students displaying their research projects. I just saw Juliana and we will have a follow up meeting. We need to stagger display times as there just was not enough time to see and visit with all the students. Juliana was moving so fast both days she was a blur. I hereby award here the Radar O’Reily award as Our Girl Friday, she deserves it don’t you think!

    Fun Photos

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    Attendees register in the rotunda.

     

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    Dr. Josephine Sosa-Fey and Lecturer Doug Carter inspect the program.

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    Doug, Josie, and Brent Snow, head of SRS Committee, enjoy the day. Even the weather cooperated which helped attendance.

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    Vicky Salazar in front of the poster she authored with Brenda Reyes.

     

    DSCF2457

    This project examined turnover at the Big Four Firms versus regional firms grossing less than $10 M annually.

    DSCF2458

    Alyssa and Matt examine various auto industry scandals with a student.

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    Matt, Alyssa, Brenda, and Vicky.

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    DSCF2477

    Rachel Shore conducted original research in the restaurant industry and explains the details to Matt.

    DSCF2483

    Nicholas Forge (is that a great smile or what?) examined the unequal financing of Higher Ed in Texas.

    DSCF2484

    Alyssa learns the Lucifer Effect form Gary Turner L and Nelson Thomas.  As they put it, bad apples tend to

    be found in bad barrels, their metaphor for a poor tone at the top.

    DSCF2489

    Mark Goldman CEO of MGR Recruiters learned the results of the Baylor Football Scandal with Jessica Black at left and Iveth Rosales in the middle.

    graduate students.

    DSCF2492

    I suggested Gary and Nelson compare the Stanford Study on the Lucifer Effect to the actions of

    Mike Milken at Drexel in the late 1980s. Gary and Nelson really got into the discussion with Alyssa and Matt.

    DSCF2493

    Glenn Prochnow with USAA and current President of San Antonio Institute of Internal Auditors visits with Matt and Alyssa

    on how USAA is looking to increase its risk assessment capabilities.

    DSCF2497

    The team used the Baylor colors for their poster on the $250 M the school has been out as a result.  Left to right that is

    Jennifer Lopez, Jacqueline Aguillen, and Mark Goldman, great job ladies!

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    One of three teams that presented a power point.

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    A couple of real troopers, Matt and Alyssa listen intently to the presentation.

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    Erik Jasso suggested the markets are topping in the same fashion as 200 and 2008.

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    Times have changed!  He assured me that yes PwC would let him keep the hairdo on the job.Gee that's a switch at Big Firms!

     

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    A good crowd was on hand for the Saturday presentation by Matt and Alyssa.

     

    DSCF2543

    Matt visits with Accounting Finance Department Chair Syed Harun about Efficient Market Hypothesis versus

    the Socionomic Theory of Finance.

     

    And Mike O’Brien was right, the research displayed was the equal of students at any fine university. And thanks to organizers Josie Sosa-Fey and Amy Bohman for making the Saturday presentation a reality, it was clear the group enjoyed the entire academic exchange with Matt and Alyssa.

    And Doug Carter, Sandra DeGrassi, Pablo Califore, and Syed Harun were on hand for the presentation as was Jeong-Sug Yang who engaged our speaker with great questions.

    And I suspect we will have posters only in the future as we spent a good bit of time watching three teams present power points. It was well done but as I say we ran out of time to view the posters.

    Saturday’s noon presentation was also well attended. And we had even more questions as it was oriented to the business group.

    Special thanks to San Antonio professionals Susan Hough from PwC, Donna McIlveen with Aventine Hill, Glen Prochnow with USAA, and Mark Goldman with MGR who attended.   Camille Marbury now with ATT and a past president of SA Internal Auditors also visited Saturday.

    Whew, Matt and Alyssa must have felt like they were in a Chevy Chase vacation movie, okay kids here’s the Louvre, you got an hour.   More names and faces than could be remembered in such a short time but genuine appreciation on their part for our interest in their topic.

    But as I say Matt thanks me and all of you who made this a great event for arranging his best speaking engagement in years.

    And as you can see, this was a team effort and a team I am proud to be part of.

    Thanks to each and every one of you!

    Dennis Elam

    College of Business

    Texas A & M University San Antonio

     

  • Professor Elam

    Wednesday May 10, 2017

    Jose Cardenas, Roseann Palmer, Rosalinda Proscelle, Lura Zuniga – The Real Scoop on Blue Bell

    What a clever title!  The students contrasted this case with the J & J recall of Tylenol. Instead Blue Bell used Creep Recall thinking it was a limited problem. The result was that Sid Bass loaned them $125 M to keep afloat otherwise the firm would be gone. Some cases involved death, and of course a considerable loss of prestige to BB.   The case also examines philosophical rationales for the actions.

    Roshawanda Anderson How to Get Away with Murder

    RA examines various food practices by grocers and MCD. MCD does not come away as the You Deserve a Break Today theme they play on tv, maybe you deserve to break from MCD. She also mentions the inhumane treatment of animals raised for food and how they are slaughtered.  One hundred years ago writer Upton Sinclair wrote a similar book titled

    Erik Jasso  – A Bubble or a Ponzi Scheme

    Erik wonders if the same bubbles formed in Year  2000 and Year  20058 are about to return. I suspect he is very very right but that it will be more of a gradual thing like Year 2000-2008. Nice job Erik!

     

  • Professor Elam

    Wednesday May 10, 2017

    Nathan Guardia – Big Data

    Rarely to never do we see a student actually using statistics. Nathan did just that in his study of Big Data. He mentions the frequency of someone at a particular gas station have their identity stolen by a device in the pump which copies card information. This happened at the new Shell station near my home just this past month. I no longer use a credit card at the pump but pay cash to inside the store. Buyer  Beware!  At any rate Nathan goes on to describe the data created by mankind to date and just how fast we are creating more. And there are some fine examples of how data collection can be applied. I guess you were not with us on review day as this one just knocked me over!  Nathan this was great, who are you where were you sitting in class, I don't  know who you are!

    Jose Rincon – Mortgage Fraud

    As noted in class, higer and higher home prices make more money for all involved, so there is a tendency for fraud to quickly escalate in such dealings. Jose looks at precautions against such activity.

    Carlos Lopez – Penn State and Baylor

    Carlos ran with my idea on Sports Played Badly. As he says, this is not a game played among students this is big time bragging rights and money. I am stunned that in  2011 UT was grossing over twice what A & M was in football. What UT only took in $100 million?  Well sure enough as the poster states only 3 colleges grossed over $100 M in 2013 but by 2016 28 colleges had grossed over $100 M.

    Baylor had ample opportunity to learn from the Penn State Scandal. And ti had its own earlier scandal regarding the Basketball Program back in 2003.

    Edward Zurita – Baylor Basketball

    Edward examined the results of numerous NCAA violations which led to a ban on post season competition  in 2003-04.  Basketball coach Dave Bliss had paid the tuition for two players. One player killed another player.  Bliss concocted a story that the slain student was a drug dealer to cover up his illegal involvement. And he induces other to lie or be fired. The final result was one of the harshest NCAA penalties ever. One would think Baylor would have instituted numerous safeguards and internal controls and audits to prevent such an event from occurring again. But another failure to exercise oversight then occurred for the football team. Clearly the tone at the top was not what it should have been.

    Renita Elizalde – A Penny for your Thoughts,  A Million for His   

    I had suggested in class that a comparison of modern Presidents cashing in on their Post Presidency would make for an interesting comparison. Renita took me up on that.

    Her hypothesis was that the President with the highest approval rating would make the most money post President. The result however as that the President  with the least fluctuation in ratings earned the most. That President is Bill Clinton. I suspect another dimension of this is the lengths the Presidents go to market themselves.Certainly starting a world wide foundation and openly soliciting donations boosted the Clinton cash haul.   And Renita observes that social mood towards a President cashing in since Truman has changed. She notes Obama accepted $400000 just three months after leaving office. Then she posed an interesting question. Given the cost of running for President, how long before a President takes money while in office. One could argue that has already occurred with unions funneling dues to political campaigns or wealthy casion owners contributing in the same manner. 

     

  • Professor Elam

    Wednesday May 10, 2017

    Krystle  August, Pete Galvan, Veronica Garza, Juan Mendoza – Robert Scully Fraudster in San Antonio

    This is interesting in that the whole thing happened between SA and Thailand. He defrauded the IRS and his partners by hiding income and inflating prices. As KPMG learned, the IRS does not take abuse kindly!  Scully got a whopping 15 years jail sentence, restitution, 3 years supervised release, and a fine. Notably none of the fraudsters in the Drexel Burnham fraud  got anything close to that.

    Xiaodan Ye and Vicky Chen – Health Care Fraud

    This case examines how James Reynolds Sr created four charities which were mere fronts to funnel money to his own family. Only 2.5% of the $187 million raised went to charity. As the students ask, why didn't donors look for an audit?  Where was the supervision?

    Nick Forge – Higher Ed Financing

    Nick took a look at a topic I raised in class, how funds are allocated among the Main Campus of UT and College Station versus their regional campuses. As he notes UT now has its own endowment which is twice the size of the Permanent Fund. He features a good circle graph showing cuts to regional campuses. How about some revenue sharing from the top down?

     

  • Professor Elam

    Wednesday May 10, 2017

    Yeret Bustos – Rules Versus Principle

    Yeret took a look at the principle based IFRS rules versus the Rule Based GAAP we use in the states. The large accounting firms are lobbying in the press for a more principle based system. The poster does  a good job of showing the difference in the two with far fewer rules in IFRS and in my opinion many that make more sense such as arrangement of the Cash Flow Statement.

    Rachel Shore – Ethic in the Service Industry

    I was anxious to examine this one in detail after reading that Rachel herself has spent seven years as a server at Olive Garden and BJ Brewhouse.  Rachel notes the employee turnover rate in the restaurant industry is 72.9% compared with 46.1% in the total private sector. And she performed some original research. She obtained one hundred answers to a ten question survey conducted among both present and prior servers. She then presented the results showing massive evidence of fraud. Her solution is to pay the servers more, As it is the server sees the guest, not the company as their real employer as that is who pays them. No wonder loyalty is out the window.  And she suggests some improvement on handling coupons and discounts. Often the server will turn in the discount and pocket the difference as indicated by the survey.  Well done this is a candidate for a published case study.

    Vicky Salazar, Brenda Reyes – Turnover at the Big 4

    Interestingly one student is working for a Big 4 and the other is employed by one of the next seven large firms in the US. Their study shows higher turnover in the Big 4.  The researchers gathered from a variety of sources including eblogs and surveys. It appears they did some original research among firms in San Antonio finding the turnover was not actually as high as expected. A bar graph presents  categories explaining why individuals leave.  Well done and I will also be following up with them on a case study.

    Travis Valadez – Goodwill Where Does the Money Go

    One of my friends has commented that Goodwill is the fastest growing retail franchise in America. I don't know what prompted Travis interest in this but the results are quite revealing.And indeed, Goodwill refers to its locations as franchises, just like MCD!  Goodwill is paying execs in each franchise some some half million dollars while paying some employees as little as 22 cents per hour. No wonder complaints are beginning to surface.  Good work in this Travis!

    Nelson Thomas and Gary Turner, The Lucifer Effect

    The Lucifer Effect was the result of an experiment that placed 'normal people' as prisoners and guards in an actual prison. Chaos soon developed with Mental abuse and torture used by the newly minted guards. The experiment was quickly curtailed.

    I had a bit of a hand in this as the students were looking for a similar corporate example. I suggested the story detailed in Den of Thieves by James Stewart about Mike Miliken. The same elements were there that allowed Milken to escape control. He was making his firm, Drexel so much money he was allowed to move to California, the other end of the USA, and avoid supervision. And so he became both the bid and the ask in his own market, free to price bonds as he pleased. Mark ups of  25% were not uncommon.  Nelson and Gary  draw parallels between the Standford experiment and Milken.

     

     

     

     

     

     

  • Professor Elam

    Monday May 8 2017

    We literally ran  out of time to evaluate all the fine posters the ACCT 5308 Ethics Class delivered.  So let's compliment them on this weblog.

    Jackqi Aguillen, Jennifer Lopez, Tesia Muniz, Priscilla Segovia

    Briles Going the Extra Mile

    The first thing that jumped out at me was the team's use of the Baylor gold and green official colors, nice touch ladies!

    The project examines the cover up of literal crimes committed by Baylor players via Art Briles, the football coach. He knew of the misconduct and not only did nothing but actively worked to cover it up. The cost for Baylor is now north of $250 M and the loss of prestige for Texas largest Baptist University is severe. Back in the day, Baylor was hopelessly outgunned in football by powerhouses Arkansas, UT Austin, and Texas Tech. Finally a limit on the number of scholarships UT could grant, a 40 limit, and the coaches at both UT and Arkansas both promptly retired. A new coach at Baylor, Grant Teaff began winning games and then entire seasons. But the latest success caused Briles to cast all ethical considerations aside. Nice job!

     

    Yoshirea Arambula and Paul Pena

    Tim Duncan Victim of Fraud

    Charles Banks got the confidence of Tim Duncan, as you say, beloved Spurs superstar. But Banks moved the money into improper and fraudulent investments. Duncan lost millions and the SEC agreed. Banks' lawyers were unable to move the trial out of SA, so Banks wisely plead guilty. One can only imagine the furor of an SA jury at their hero being mistreated. Sentencing is June 27 2017 and I am sure will be closely watched in SA. Banks was and is a fool, how did he think he would get away with this?

    Anais Arteaga and Alejandro Martinez examine Auto Industry Scandals

    VW Diesel Emissions

    GM Ignition key failure

    Ford, Fires in the Pinto

    Toyota Sticky Pedals

    The common feature here is that the frauds occur as the companies sacrifice quality for quantity.

    As one observer noted, if Toyota gets the size of GM it will probably make the same errors. One would think others in the industry would learn by example, apparently not.As the team observes this is no time for a cost benefit analysis. It is time to do the right thing. And for GM the ignition key problem followed the saddle gas tanks outside the frame on GM pickups a few decades back, again can't one learn?

    VW is coming back and at least their problem did not get owners killed.

    Cindy Zuniga, Jose Luis Jiminez, Giselle De la Garza

    Offshore Banking Sometimes Legal bu Ethically Questionable

    The team used the Panama Papers to show just how widespread offshore banking has become. And how Allen Stanford and Boris Johnson used schemes to defraud investors.

    My solution wold be for countries to lower spending and tax rates so individuals and companies would not feel robbed of their earnings. But I am not expecting that any time soon.