CUSTOMER RETENTION AND EARNING LOYALTY NOTES Questioning structure; Earning Customer Loyalty It is said in business that customer acquisition is an investment but profitability is built oncustomer retention. In other words, it typically costs you more to sellto a new customer than it does to a current one. As a result, yourprofits are higher when … Read more

BEHAVIOR VERSATILITY NOTES Speaking and Listening Skills, Verbal and Nonverbal CommunicationCommunication Skills –Both nonverbal and verbal communication skills are a vital part ofeveryday life. Consequently, developing good listening and effectivespeaking skills should be an integral part of everyone’s personaldevelopment. Information cannot be effectively received, transferred orexchanged without using good communication skills. Verbal and Nonverbal Communication … Read more

TRAINING AND DEVELOPING HUMAN POTENTIAL NOTES 6.0IntroductionAfter the employee has been recruited, selected and inducted, he or shemust next be developed to better fit the job and the organization. Noone is perfect fit at the time of hiring, and some training andeducation must take place. No organization has a choice of whether todevelop employees or … Read more

PERFORMANCE APPRAISAL AND MANAGEMENT NOTES Introduction One of the most important activities of an HR is maintaining andenhancing the workforce. after all the effort and cost involved in therecruiting and selection process, it is important to develop employeesso that they are using their fullest capabilities, thus improving theeffectiveness of the organization. Performance management is the … Read more

ORGANIZATIONAL ASSESSMENT AND HUMAN RESOURCE PLANNING NOTES *1.0 Introduction At one time in history, “Liking people” appeared to be sufficient forchoosing to work in the field of known as “Human Resources (orPersonnel) Management. Preferring to work with humans rather thanobjects is still important; but it is grossly insufficient in thesemodern times. Human Resource Management one … Read more

LABOUR RELATIONS NOTES 9.0 IntroductionThe purpose of this lesson is to provide a review of labour relations(employee relations. It deals with a summary of the elements of employeerelations and the developments in industrial relations. It concludeswith the various types of third party dispute resolution in industrialrelations. The Elements of Employee Relations The elements of employee … Read more

MOTIVATING IN CHANGING TIMES PAY FOR THE PERFORMANCE NOTES 8.0 IntroductionAs global competition causes our businesses to restructure, theempowerment of employees to work faster and smarter has becomeincreasingly important. However, the success of employee empowermentdepends upon our ability to motivate this extra effort. Motivation maybe defined in terms of some performance behaviour. Motivation is anemotive … Read more

HUMAN RESOURCE PLANNING AND RECRUITMENT NOTES 3.0 Lesson Introduction In the previous lesson, we discussed job analysis and the methodsmanagers use to create job descriptions and job specifications. The mainpurpose of this lesson is to help you improve your effectiveness inrecruiting job candidates. The main topics we will discuss includepersonnel planning and forecasting, recruiting job … Read more

GOVERNMENT INVOLVEMENT IN HUMAN RESOURCE ISSUES NOTES *10.0 Introduction The government of Kenya has been involved in human resource issues inboth the private sector and the public sector. For instance, thedevelopment of the HRD Policy for Public Service of Kenya wasnecessitated by the challenges that were faced in training and capacitybuilding processes in the Kenya … Read more

EMPLOYEE TESTING AND SELECTION NOTES 4.0: IntroductionOne of the biggest challenges facing firms lies in the process oftesting and selection of employees. A firm that fails to lay emphasis onthis process will find itself experiencing a high employee turnover. Thepurpose of this lesson is to show you how to use various tools andtechniques to select … Read more

DIVERSITY AND GENDER ISSSUES IN THE WORK PLACE NOTES *7.1 The Issue of Equal Pay or Comparable Worth One of the important compensation issues of the twenty-first century isequal pay for comparable work. The issue stems from the fact that jobsperformed pre-dominantly by women receiving less pay for jobs that aredifferent from, but comparably worth … Read more

Types of Audits Notes IntroductionGenerally the audit to be undertaken depends on the reason as to why theauditing exercise is required. There are quite a number of types ofaudits. These are: Each of these types are explained here below What is Statutory Audit These are those audits that carried out as stipulate and governed by … Read more

The Auditor and the Professional Ethics Notes IntroductionAuditing is usually carried out by qualified accountant who must beregistered as accountants. Accountancy is a profession and as such mustbe guided by code of ethics and rules of conduct. The rules of conductare usually found professional handbooks issued by member’s body andissued to all registered members. This … Read more

The Auditor and the Companies Act Cap 486 Notes IntroductionStatutory audits are carried out as guided by the rules set out in theCompanies Act Cap 486. The topic outlines the rules on the requirementfor a company to follow. It outlines the rules on the auditor’sappointment, auditor’s resignation and dismissal, his remuneration and who qualifies to … Read more

The Accounting Records and the Companies Act Notes IntroductionThe chapter details the companies Act Cap 486 requirements on thekeeping of accounting records and books by incorporated companies. Theaccountant and the auditor must familiarize himself or herself withrequirements before he/she carries out the audit work. The auditor mustascertain that the directors of the company have complied … Read more

Stages of Modern Audit Notes IntroductionAn audit can be carried out on the enterprises both large and small, andboth new and well established. The audit of smaller enterprises hasspecial features. This chapter describes the stages involved in theaudit of an established which is big enough to have a comprehensivesystem of accounting and record keeping and … Read more

Introduction to Auditing Notes IntroductionDefinitionThe Definition for Audit and Assurance Standard AAS-1 by the Instituteof Chartered Accountants of India(ICAI) — “Auditing is the independentexamination of financial information of any entity, whether profitoriented or not, and irrespective of its size or legal form, when suchanexamination is conducted with a view to expressing an opinion thereon.”The general … Read more

Engagement Letters Notes IntroductionThis topic attempts at explaining the procedure and require of engagingauditor. Before starting any professional engagement, it is importantthat the professional agree in writing, the precise scope and the natureof the work to be done. This is to make sure that both the client andthe professional are properly. The accountant is required … Read more

Auditor’s Report Notes Introduction The auditor’ report is the final product of the audit work. It isusually very short but very important to the enterpriseconcerned. The auditors’ reports should not by any chance be under –estimated. Most auditors’ reports are short statement just expressingthe opinion of the auditor the truth and fairness view of the … Read more

Audit Evidence Notes Introduction The main objective of auditing is the verification of accounting databesides determining the accuracy and reliability of the accounting andfinancial statements and reportsof any business enterprise. Verification does not exactly mean thatthere is certainty in connection with the data and financial statementsbeing audited. It means seeking for sufficient evidence to satisfyoneself … Read more