brief explanation of how Accounting department is structured.

1. Accounting
Department
Structure
This presentation is sample from the “Financial Training for Business Owners and Non-
financial Managers” developed by me. Big part of this material was collected from different
open online resources, links and references can be provided at request.
If you are interested in the full content of this training or just want to say “hi”, please
contact me. Aslan.umarov@gmail.com.

2. Key Definitions:
• Accounting is measurement, processing and communication of
financial information about economic entities. Accounting,
which has been called the "language of business", measures
the results of an organization's economic activities and
conveys this information to a variety of users, including
investors, creditors, management, and regulators. Practitioners
of accounting are known as accountants. The terms
'accounting' and 'financial reporting' are often used as
synonyms.
• Finance is a field that deals with the study of investments. It
includes the dynamics of assets and liabilities over time under
conditions of different degrees of uncertainty and risk. Finance
can also be defined as the science of money management.
Finance aims to price assets based on their risk level and their
expected rate of return. Finance can be broken into three
different sub-categories: public finance, corporate finance and
personal finance.

3. Who is in charge of Accounting and Finance?
Depending on Company size
• For large and mid size
companies it is CFO (Chief
Finance Officer)
• For small companies even
Vice president for finance
or a controller
For small and mid-size
businesses accounting and
finance functions are usually
combined. Same goes for
accounting and finance
roles…what stays the same is
the function itself…
• Record transactions
• Prepare reports
• Maintain the accounting software
• Process all the paperwork
• Record transactions in general ledger
Typical Roles of Accounting people:
• Insurance
• Risk management,
• Contract administration
• Pricing,
• Internal auditing,
• Investor relations,
• Cash management
• Bank relations
Typical Roles of Finance people:

4. Role of accounting:
• Develop accounting policies and procedures
• Establish and maintaining record keeping processes
• Daily record transactions in business systems
Classifies and records
activities (transactions)
in monetary terms:
• Measure business performance over a period of time
• Show in numbers how business is doing at given date
Interprets and presents
these records to:
• Projects, in monetary terms, future activities
depending on course of action considered by
organization
Projects future
financial performance

5. Collect data
bookkeeping
Prepare
reports
Plan
Budgeting
and
forecasting
Make
decisions
Execute
Requirement to accounting information
Key to success is repetition. Most common repetitive process in
accounting in monthly closing cycle. Closure helps to see how the
company is doing in terms of its objectives, including profitability.
• Depends on user needsAccurate
• All info needed for decision is includedComplete
• Cost of info provision is less than benefitCost effective
• So non-accountant is able to understandUnderstandable
• Only important information is providedRelevant
• Available when neededAvailable
• Provided at appropriate timeTimely
• Provides summary and diagramsEasy to use
Requirements for Information Provided by
Accounting and Finance
Company Working Cycle from
Accounting Perspective

6. Different users need different type of accounting
Management Accounting Financial Accounting
Users of information and
purpose:
Internal decision makers: managers, to plan,
control, make decisions
External decision makers: shareholders, banks,
government, to make investment decisions etc.
Format of information Any form useful for business managers Regulated by law, US GAAP, IFRS etc.
Content Historical information and future predictions Only historical information
Level of detail Depending on management needs Prescribed by legislation
Frequency of reporting Annually, Quarterly, monthly, weekly, Annually, quarterly

7. What else about Accounting?
• Besides the fact that accounting is boring,
in this particular presentation you will
learn:
• Purpose of accounting department
• Key roles in accounting department
• Key processes assigned for each role
• Key performance indicators

8. Chief Finance
Officer
Accountable for the administrative, financial, and risk
management operations of the company, to include
the development of a financial and operational
strategy, metrics tied to that strategy, and the ongoing
development and monitoring of control systems
designed to preserve company assets and report
accurate financial results.

9. •Strategy formulation and execution
•Established commercial credentials
•Analytical experience (not only financials)
Strategic Leadership
•Operational finance, including FP&A (financial planning and analysis)
•Treasury, balance and financing skills
•Control, accounting and cost cutting skills
Core Finance Areas
•financial and non-financial risks (e.g. cyber risk)
Risk Managing Skills
•Technical finance experience in structuring deals
•Change and project management
•Funding, capital market experience
•Investor relations
Merger and Acquisition
•Transformation and change management
Management Skills
•Able to manage legislative and increasing tax requirements
•Technology and automation
•Cross-cultural, cross-market business and finance experience
Other
CFO Skills and Experience
CFO should have strong background in
business and art, to turn accounting
actions client-centric and accounting
information useful for decision making

10. •Financial Performance
•Financial Control
•Risk Management
•Financial Operations
Holds the Vision for:
•Delivers business expectations to the team
Represents the Interests of the Business
•Understands & delivers the ultimate support role for the business units
•Delivers the expectations of the BU managers
Represents the Customers
•Sets right priorities for the team based on relevant metrics, Boards and
Management team expectations
Owns the Priorities:
•Renovate, reissue and maintain the accepted practices and standards best fitting
current and ever changing business environment
Creates Acceptance Criteria:
CFO Leadership Role
CFO takes part in strategic decisions, sets
financial goals and priorities for the
company and provides leadership role
model for the support services and
company staff in general

11. • Assist in formulating the company's future direction and supporting tactical initiatives
• Monitor and direct the implementation of strategic business plans
• Develop financial and tax strategies
• Manage the capital request and budgeting processes
• Develop performance measures that support the company's strategic direction
Planning
• Participate in key decisions as a member of the executive management team
• Maintain in-depth relations with all members of the management team
• Manage the accounting, human resources, investor relations, legal, tax, and treasury
departments
• Oversee the financial operations of subsidiary companies and foreign operations
• Manage any third parties to which functions have been outsourced
• Oversee the company's transaction processing systems
• Implement operational best practices
• Oversee employee benefit plans, with particular emphasis on maximizing a cost-effective
benefits package
• Supervise acquisition due diligence and negotiate acquisitions
Operations
• Oversee the issuance of financial information
• Personally review and approve all regulatory filings and reports with the Securities, Taxes
and Exchange Commission
• Report financial results to the board of directors
Financial Information
Tools
Daily/Weekly Cash Report
Flash Report
Projections
Fluctuation Analysis
Ratio Analysis
Business, strategic, and contingency plans
Human resource tools
Cash management
Cost reduction strategies
Ratio analysis and benchmarking
Lean management techniques
Risk analysis
Mergers and acquisitions
Key performance indicators
Open source software
Project management software
Workflow Tools
Dynamic Benchmarking Tools
CFO KEY DUTIES
CFO has number of duties that require
high level of professional knowledge such
as core finance and management
accounting

12. • Understand and mitigate key elements of the company's risk profile
• Monitor all open legal issues involving the company, and legal issues affecting the
industry
• Construct and monitor reliable control systems
• Maintain appropriate insurance coverage
• Ensure that the company complies with all legal and regulatory requirements
• Ensure that record keeping meets the requirements of auditors and government
agencies
• Report risk issues to the audit committee of the board of directors
• Maintain relations with external auditors and investigate their findings and
recommendations
Risk Management
• Monitor cash balances and cash forecasts
• Arrange for debt and equity financing
• Invest funds
• Invest pension funds
Funding
• Participate in conference calls with the investment community
• Maintain banking relationships
• Represent the company with investment bankers and investors
Third Parties
Ratios Industry Goals
Owner's Equity Ratio (Equity To Asset)
Net Operating Return on Assets
Net Operating Return on Sales
Asset Turns
Total Expenses to Total Net Sales
Pre-tax Return on Equity
Gross Margin Percent - Total
Total Direct Expenses to Total Net Sales
Total Indirect Expenses to Total Net Sales
Sales per Employee
Equity to Sales
Gearing
Interest Leverage
Debt Service Ratio
Quick Ratio
Current Ratio
Average Collection Period
Receivables Turnover
Accounts Payable days taken
Working Capital
Working Capital Turnover
Breakeven Sales
Total Inventory Turns
Days' Sales in Inventory
Sales to Inventory
CFO KEY DUTIES, Continued

13. • On business KPI’s. KPI’s must be
client-centricFocus
• Partnership with business
operationsStrengthen
• Improve processes aligned with
focusAchieve
• Provide stakeholders with timely
and accurate financial information
and forecasts
Access
• Cost effectiveness and improved
business efficienciesIncrease
CFO Role in General
• Have net margins and key financial ratios improved?
• Are overhead costs in line with industry peers?
• Has days sales outstanding (DSO) been reduced?
• Is needed financing in place at attractive rates and terms?
• Is the cash flow cycle running smoothly?
• Are effective tax reduction strategies being utilized?
• Does the finance department have input into the company’s
strategic direction?
• Is finance making value-added contributions to the
company’s bottom line?
• Is the CFO an active and visible part of the executive
management team?
• Is the information generated by the finance department
accurate, timely and actionable?
• Is the company’s supply chain operating smoothly and
efficiently?
CFO should be able to answer following
basic questions:

14. Chief
Accountant
Guides the team to ever-higher levels
of cohesiveness, self-organization, and
performance. Apart of usual job
routine, Chief accountant deliverable is
a high-performing, self-organizing
accounting team.

15. Key Duties
• Verify, allocate, post and reconcile transactions
• Produce error-free accounting reports and present results
• Analyze financial information and summarize financial status
• Provide technical support and advice on management
• Review and recommend modifications to accounting systems and procedures
• Participate in financial standards setting and in forecast process
• Provide input into department’s goal setting process
• Prepare financial statements and produce budget according to schedule
• Direct internal and external audits to ensure compliance
• Plan, assign and review staff’s work
• Support month-end and year-end close process
• Develop and document business processes and accounting policies to maintain and strengthen
internal controls
Leadership Role
• Expert in Accountancy and advisor
• Coach
• Impediment bulldozer
• Facilitator
Key Competencies
• BA/BS in Accounting
• Supervisory Experience
• PC proficient
• ERP experience
• Strong communication skills
• Cost accounting
• Tax, transfer pricing
Chief Accountant Summary Tools
Chart of Accounts
General Ledger
ERP
Plans:
Strategic plan
Business plan
Budgets
Cash-flow forecast
Organizing:
Accounting and financial manuals
Job descriptions
Controlling:
Internal control policy
Authority delegation policy
Internal and external audit
Fixed asset register
Vehicle policy
Insurance policy
Monitoring:
Evaluation report
BvA
Audit reports
Financial statements
Management reports

16. The best chief accountants rise up through
the ranks and earn a spot at the
management table.
The person in this role needs to develop
effective communication skills that
translate beyond his/her immediate
financial staff to relay company objectives
to the entire staff as well as being able to
translate complicated financial terms to
senior managers or board members.
Timeliness KPI’s
# Days to close the books and sign off the month
# Days to close the books and sign off the year
# Time to process invoices
# Time to process transaction /payment
# Time spent for input data per week
# Payroll processing time
% Financial reports submitted on time
% Travel expense accounts processed in three days
# Days in accounts receivable
Quality KPIs
% Input errors detected
% Invoices accuracy
% Accuracy of transactions /payments
# Factual errors identified in reports
# Errors reported by outside auditors
% Audit recommendations implemented
% Transaction items requiring reconciliation
% Collection rate of outstanding amounts
Generic KPIs
# Internal complaints received
# Internal customer satisfaction index with
accounting services
% Tasks finalized on time
% Internal procedures updated
% Processes optimized
# Accounting employees to FTEs ratio
# Accounting employees engagement index
KPI’s Related to Department Management

17. Accounts
Payable Clerk
The payables clerk is accountable for
verifying proper payment approval,
processing payments in a timely
manner, and ensuring that discounts are
taken.

18. Key Skills
2+ years of Accounts Payable experience
Detail oriented, professional attitude, reliable
Must be able to follow standard filing procedures
Key Performance Indicators
# Days to close the books and sign off the month
% Input errors detected
% Accuracy of transactions /payments
Key tasks
• Match supplier invoices to authorizing purchase orders and proofs of receipt
• Take all economical supplier discounts
• Obtain payment approvals for non-cost of goods sold invoices
• Enter all supplier invoices into the payables software
• Issue notices to suppliers regarding rejected invoice line items
• Process expense reports
• Process procurement card payments
• Notify managers when budgeted expenditure levels have been exceeded
• Pay supplier invoices when due
• Update the supplier master file
• Reconcile accounts payable to the general ledger
Tools
• Budget
• Payment approval policy
• Vendor Discount
• Travel Expense policy
• Docs Requirements for disbursement
• Payment processing guidelines
• ERP AP Journal
• Month end closure guidelines
• Year end closure guidelines
• Account Reconciliation procedures
• Reports, KPI’s, Dashboards
• Other policies, procedures & reports
Accounts Payable Clerk Summary

19. Purchase
order
Invoice
Match
Invoice to
P.O.
Copy and
distribute
CodeFile
Record
Data entry
and
allocation
Queued
for
processing
ApprovePayArchive
Send
Invoice
Accounts Payable Daily WorkflowRelevant Metrics and KPI’s
Admin Metrics:
• Number of Invoices Processed Per Day Per Operator
• Average Cost to Process an Invoice (By Invoice Time)
• Exception Invoices as a Percentage of Total Invoices
• Average Time to Approve an Invoice from Receipt to Payment
• Discounts Captured as a Percentage of Discounts Offered
• Erroneous Payments as a Percentage of Total Payments
• Electronic Invoices as a Percentage of Total Invoices
• Duplicate payments
Financial Metrics:
• Accounts Payable Turnover Ratio
• Accounts payable days
AP Metrics and Work-Cycle examples

20. Task Deadline
Verify all invoices have been entered and updated for the month being closed
Verify that all invoices received have been updated
Verify any necessary invoice adjustments have been updated for the month being closed
Verify all standard entries have been updated for the month being closed
Verify the Accounts Payable total is in balance
Transfer the General Ledger data to the General Ledger for period being closed
Verify the General Ledger transactions have successfully transferred to the General Ledger
Accounts Payable Aged Trial Balance in Detail
Vendor Status Report
Other Reports
Accounts Payable Month-End Check-list

21. Accounts
Receivable Clerk
Accountable for collecting the maximum
amount of overdue funds from customers,
which may include a variety of customer
location techniques, collection methods, legal
claims, and the selective use of outside
collection services.

22. Accounts Receivable Clerk Summary
Key Skills
Information management
Verbal and written communication skills
Problem analysis and problem solving skills
Key Performance Indicators
Debt coverage metrics
Budget vs. Actual billing & Balance
Aging Summary vs. Age overdue target
Key tasks
• maintain up-to-date billing system
• generate and send out invoices
• follow up on, collect and allocate payments
• carry out billing, collection and reporting activities according to specific deadlines
• monitor customer account details for non-payments, delayed payments and other irregularities
• generate age analysis
• review AR aging to ensure compliance
• maintain accounts receivable customer files and records
• investigate and resolve customer queries
• develop a recovery system and initiate collection efforts
• communicate with customers via phone, email, mail or personally
Tools
• AR Journal
• Credit Policy
• Collection guidelines
• Budget
• Audit management letter
• AR Month/Year End Check-list
• Internal Control policy
• Customer information
• Billing policy
• Customer Sales reports
• Aging Report
• Other reports
Receivables are second big part
in Balance Sheet freezing the
Cash that can be used for other
important items, all ratios
should reviewed carefully

23. Customer makes purchase
Create Customer Invoice
Print and send customer
invoice
Did customer pay
in time?
Apply early discount if
applicable
Receive and apply payment
Record Deposit
Print A/R Report
Assess financial charge if
applicable
Print and send financial
charge invoice
Print statements
Did customer pay?
Print AR aging schedule
report
Is this invoice
uncollectable?
Write off sale as
uncollectable
YES
NO
YES
NO
YESNO
AR Relevant Metrics and KPI’s
Credit and Collection Measures
• Collection Effectiveness Index (CEI)
• Days Sales Outstanding
• Days Average Collection Rate
• Prior Month's Past Due Collected
• Percent Over 61 Days -- or Percent of Any Age Category
• Bad Debt to Sales
Department Performance Metrics
• Active Customer Accounts per Credit and Collection Employee
• Operating Cost per Employee
• Cost per Sales
• Cost of Collections
• Transaction Turnover per Accounts Receivable Employee
• Operating Cost per Transaction
AR Relevant KPI’s and Work-Cycle Example

24. Accounts Receivable Month End Check List
Check Task Deadline
Verify that all Sales have been posted for the month
Verify that all cash receipts have been posted for the month
Verify all adjustments to customer accounts have been posted
Verify all inventory receiving have been posted
Apply unapplied credits to customer accounts
Process finance charges and print invoices
Print an Accounts Receivable trial balance in detail
Review the trial balance for accuracy
Make all necessary corrections to accounts before running statements
Print statements
Print Monthly Sales Analysis Reports
Transfer the General Ledger Distribution to the General Ledger
Reconcile the General Ledger Accounts Receivable balance to the Accounts Receivable month
end balance

25. Payroll Clerk
The payroll clerk position is accountable for
collecting timekeeping information,
incorporating a variety of deductions into a
periodic payroll, and issuing pay and pay-
related information to employees.

26. Key Skills
• Experience of payroll processing
• Working knowledge of relevant software
• Understanding of basic accounting principles
Key Performance Indicators
• # of mistakes in payroll calculation
• Time be-weekly payroll processing
• Overtime vs. regular salary per
employee
• Overtime vs. regular salary per
department
• Total cost of work force
• Management Span Control
• High performer turnover rate
• Career path ratio
• New hire high performer rate
• Percent of high performers
Key tasks
• Collect, compile and enter payroll data
• Review and verify source documents
• Calculate and post payroll deductions
• Process payroll by established deadlines
• Issue statements of earnings and deductions
• Reconcile employee deductions
• Investigate and correct payroll discrepancies and errors
• Update payroll records by recording changes including insurance coverage, salary increases
• Process new employees, terminations, transfers and promotions
• Prepare and print payroll reports of earnings, hours worked, taxes, insurance, leave
• Address employee's pay-related concerns and provide accurate payroll information
• Complete requests for pay-related documents including statements and verifications
• Produce federal, state and local tax payments
• Develop, manage and maintain comprehensive payroll records
• Ensure compliance with federal and state regulations and guidelines
Tools
• ERP Payroll module
• HR policies and procedures
• Payroll dashboards
Payroll Clerk Summary
Payrolls and taxes should be
paid in time. This is very
important to make sure that
deadlines are met. No excuses!

27. Payroll Clerk
Work-Cycle
example

28. Payroll Clerk Month End Check List
Check Task Deadline
Verify that all paychecks and payroll tax batches have been posted
Print monthly total reports
Verify the totals and make any adjustments necessary.
Reconcile paychecks
Accrue vacation hours
Clear month to date totals
Transfer the G/L distribution to the General Ledger

29. Fixed Asset
Accountant
The fixed asset accountant position is
accountable for recording the cost of newly-
acquired fixed assets (both tangible and
intangible), tracking existing fixed assets,
recording depreciation, and accounting for the
disposition of fixed assets.

30. Key Skills
• Fixed asset accounting experience
• BA in accounting
• Detail oriented
Key Performance Indicators
• Sales to fixed assets
• Fixed assets (net) to net worth
ratio
• Percentage of IT expenditures to
related fixed asset costs
• Frequency and amount of
unreconciled items
• Amount of fixed asset losses from
employee theft
• Depreciation to Fixed Assets ratio
Key tasks
• Create and monitor a system of controls, procedures, and forms for the recordation of fixed assets.
• Record fixed asset acquisitions and dispositions in the system.
• Track the compilation of project costs into fixed asset accounts, and close out those accounts once
the related projects have been completed.
• Reconcile the balance in the fixed asset subsidiary ledger to the summary-level account in the
general ledger.
• Calculate depreciation for all fixed assets.
• Review and update the detailed schedule of fixed assets and accumulated depreciation.
• Investigate the potential obsolescence of fixed assets.
• Conduct periodic physical inventory counts of fixed assets.
• Recommend to management whether fixed assets should be disposed of.
• Conduct analyses related to fixed assets as requested by management.
• Prepare audit schedules relating to fixed assets, and assist the auditors in their inquiries.
• Track company expenditures for fixed assets in comparison to the capital budget and management
authorizations.
Tools
• Fixed Assets Journal
• Capital Budget
• FA accounting policy and procedures
• Verification guidelines
Fixed Assets Accountant Summary Make sure that all assets are
present and properly used for
business purposes. Periodic
verifications help. FA accountant
should be always involved in
CAPEX decisions

31. Fixed Assets Accountant Work-Cycle Example
Business
modeling
Capital
budgeting
Procurement
InstallationCapitalizationOperation
Maintenance
Capital
improvement
Decommissioni
ng
Disposal

32. Inventory
accountant
accountable for the ongoing analysis of process
constraints, target costing projects, margin analysis,
and tracing costs back to underlying activities. The
cost accountant must also construct and monitor those
cost-effective data accumulation systems needed to
provide an appropriate level of costing information to
management

33. Key Skills
• Excellent analysis skills
• Communication skills
• Familiar with production operations
Key Performance Indicators
• Distribution Cost per Unit Shipped
• Distribution Costs as a Percent of
Sales
• Inventory Quality Ratio
• Inventory Turns
• Gross Margin
• Return on Investment
• Turn-Earn Index
• Inventory days
• Slow moving inventory level
• Fill Rate
Key tasks
Inventory
• Coordinate physical inventory counts and cycle counts
• Investigate cycle counting variances and resolve issues
• Update standard costs in the bill of materials
• Review standard and actual costs for inaccuracies
• Validate the cost of goods sold as part of the month-end close
• Accumulate and apply overhead costs as required by generally accepted accounting principles
• Work with the materials review board to locate and dispose of obsolete inventory
Analysis
• Report on breakeven points by products, work centers, and factories
• Report on margins by product and division
• Report on periodic variances and their causes, focusing in particular on spending variances
• Analyze capital budgeting requests
• Perform cost accumulation tasks as a member of the target costing group
Tools
• Inventory Turnover
• Inventory Accuracy
• Units per Transaction
• Slow moving inventory level
Inventory Accountant Summary Inventory holds most of the
cash. It is very important that
comprehensive and systematic
process is in place to make sure
that cash is not buried in slow
moving inventory and
customer demand is fully met

34. Some Inventory metrics:
• Backorder Percentage
• Inventory Service Level
• Carrying Cost of Inventory
• Inventory to Sales Ratio
• Inventory Accuracy
• Inventory Turnover
• Units Per Transaction
• Back Order Rate
• Order Tracking
• Rate of Return
• Perfect Order Rate
• Order Status
• Stock outs
• Stock Cover
• Receiving efficiency
• Lead Time
• Put-away
• Order picking/packing
• Inventory Turns or Inventory Days on Hand

35. Inventory Accountant Month End Checklist
Check Task Deadline
Verify all inventory receiving have been posted
Verify all inventory adjustments have been posted
Verify all inventory transfers and vendor returns have been posted
Print an Inventory trial balance in detail.
Review the trial balance for accuracy.
Make all necessary corrections to accounts before running statements
Print Monthly Inventory Sales Analysis Reports
Print Inventory Valuation Report
Reconcile the General Ledger Inventory balance to the Inventory Journal month end balance
Reconcile sales, cost of goods sold, inventory, and other General Ledger account totals

36. Tax Accountant
The tax accountant position is accountable for the
collection of tax-related information, reporting to
taxation authorities at the federal, state and local
levels in a timely manner, and advising management
on the tax impact of various corporate strategies.
• Devise tax strategies to defer or eliminate tax payments
• Create tax data collection systems
• Complete required tax reporting in a timely manner
• Prepare and update tax provision schedules
• Update the company sales tax database as tax rates change
• Coordinate audits by various taxation authorities
• Research and correct process errors that caused incorrect tax filings
• Negotiate with tax authorities over tax payment issues
• Research the basis for tax positions to be taken
• Advise management regarding the tax impact of corporate strategies
• Advise management on the impact of new laws on tax liabilities
• Coordinate outsourced tax preparation work
• Identify tax savings in prospective acquisition scenarios

37. ERP Specialist

38. Reduce Error
Reduce
Expenses
Auto Report
Generation
Accuracy Automation Reliability
Easy
document
production
Quick
processing
time
User Friendly
Security of
Data
Instant Access
to Data
Helpful for
staff
Clarity
Realtime
transactions
One time
entry
Key tasks
• Perform an application support for ERP systems users
• Work with ERP systems users and management to determine
appropriate system configuration and setup.
• Assist ERP systems users with data conversion.
• Assist with testing new releases of ERP systems prior to use in a
production environment.
• Create documentation and procedures guidelines for ERP systems
users.
• Assign appropriate system access to users at different levels
• Design, develop and maintain automated workflow processes.
• Work as a Systems Analyst with knowledgeable persons to help define
user needs and develop data processing solutions.
• Analyze and troubleshoot ERP system issues reported by end users.
• Design, develop and maintain reports used by technical staff and ERP
systems users.
Key Skills
• Understand ERP data schema
• Understand business practices
and procedures
• Communication skills
ERP Specialist Summary
KPI’s
• % of severity
• % of incidents resolved
• Call abandon rate
• Customer satisfaction
All business units are customers for
accounting department. All accountants are
customers for ERP specialist.