Operational Review Workbook: Case Studies, are included in each chapter for the reader to answer and

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    Case Studies, Forms, and Exercises

    Rob Reider

    John Wiley & Sons, Inc.New York Chichester Weinheim Brisbane Toronto Singapore

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    Case Studies, Forms, and Exercises

    Rob Reider

    John Wiley & Sons, Inc.New York Chichester Weinheim Brisbane Toronto Singapore

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  • This book is printed on acid-free paper.

    Copyright 2002 by Rob Reider. All rights reserved.

    Published by John Wiley & Sons, Inc., Hoboken, New Jersey

    Published simultaneously in Canada.

    No part of this publication may be reproduced, stored in a retrieval system, ortransmitted in any form or by any means, electronic, mechanical, photocopying,recording, scanning, or otherwise, except as permitted under Sections 107 or 108of the 1976 United States Copyright Act, without either the prior written permissionof the Publisher, or authorization through payment of the appropriate per-copy feeto the Copyright Clearance Center, 222 Rosewood Drive, Danvers, MA 01923,978-750-8400, fax (978) 750-4770, or on the web at www.copyright.com. Re-quests to the Publisher for permission should be addressed to the Permissions De-partment, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030,201-748-6011, fax 201-748-6008, e-mail: permcoordinator@wiley.com.

    Limit of Liability/disclaimer of Warranty: While the publisher and author have usedtheir best efforts in preparing this book, they make no representations or warrantieswith respect to the accuracy or completeness of the contents of this book andspecifically disclaim any implied warranties of merchantability or fitness for a par-ticular purpose. No warranty may be created or extended by sales representativesor written sales materials. The advice and strategies contained herein may not besuitable for your situation. You should consult with a professional where appropri-ate. Neither the publisher nor author shall be liable for any loss of profit or anyother commercial damages, including but not limited to special, incidental, conse-quential, or other damages.

    For general information on our other products and services, or technical support,please contact our Customer Care Department within the United States at 800-762-2974, outside the United States at 317-572-3993 or fax 317-572-4002.

    Wiley also publishes its books in a variety of electronic formats. Some content thatappears in print may not be available in electronic books.

    ISBN 0-471-22811-7

    Printed in the United States of America.

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    About the Author

    Rob Reider, CPA, MBA, PhD, is the President of Reider Associates, amanagement and organizational consulting firm located in Santa Fe,New Mexico, which he founded in 1976. Prior to starting Reider As-sociates, he was a manager in the Management Consulting Depart-ment of Peat, Marwick in Philadelphia. His area of expertiseencompasses planning and budget systems, managerial and adminis-trative systems, computer processing, financial and accounting pro-cedures, organizational behavior and theory, management advisoryservices, large and small business consulting, management informa-tion and control techniques, and management training and staffdevelopment.

    Rob has been a consultant to numerous large, medium, and smallbusinesses of all types in the aforementioned areas (in both the privateand public sectors). In addition, he has conducted many and variedoperational reviews and benchmarking studies and has trained bothinternal staff and external consultants in these techniques.

    He is the course author and nationally sought after discussionleader and presenter for more than 20 different seminars that are con-ducted nationally for various organizations and associations. He hasconducted more than 1,000 such seminars throughout the country andhas received the AICPA Outstanding Discussion Leader of the Yearaward.

    Rob is considered a national expert in the areas of operationalreviews and benchmarking strategies. He provides specific consultationin the areas of general business management, development of internaland external consulting practices, organizational and management sys-tems, and the development and conducting of continuing professionaleducation and other training programs.

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  • Rob is the course author of nine Reider Associates self-studycourses marketed nationally. He is also the author of the followingbooks also published by John Wiley & Sons, Inc.

    The Complete Guide to Operational AuditingOperational Review: Maximum Results at Efficient CostsBenchmarking Strategies: A Tool for Profit ImprovementImproving the Economy, Efficiency, and Effectiveness of Not-for-Profits

    Rob has also been a presenter at numerous professional meetingsand conferences around the country and has published numerous arti-cles in professional journals. He has been a frequent commentator onthe educational video programs produced by Primemedia WorkplaceLearning such as The CPA Report, The Governmental Update, and theAccounting and Financial Managers Network.

    Rob has earned the degree of Bachelor of Science in BusinessAdministration and Master of Science in Business from Drexel Univer-sity as well as Doctor of Philosophy in Organizational and Manage-ment Psychology from Southwest University. He is currently listed inWhos Who in the East and West, Whos Who in the World, WhosWho in Finance and Industry, Personalities in America, InternationalBiography, Whos Who of Emerging Leaders in America, and WhosWho in Executives and Businesses.

    For more information about Rob Reider and Reider Associates,visit his web site at www.reiderassociates.com/otp/ or e-mail him athrreider@reiderassociates.com.

    It Is a Good AuthorWho Knows His Own Material


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    Preface xi

    Introduction xiii

    Chapter 1: Overview of Operational Reviews 1

    Stakeholders 2Why Businesses Are in Existence 3Businesses a Company Is Not In 4Some Basic Business Principles 5Criteria for Organizational Growth 7Mental Models and Belief Systems 7Organizational Criteria Example 9Economy, Efficiency, and Effectiveness 12Specific Objectives 13Specific Purposes 15Benefits of Operational Reviews 16Operational Review Phases 17Operational Review Engagement Development 18What Functions to Review 19Initial Survey 22Case Study: Joe Sorry, Inc. 22Case Situation: Leasing Insurance Costs 48Review Questions 55Suggested Responses 55

    Chapter 2: Planning Phase 59

    Information to Be Obtained 60Sources of Information 60

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  • Review of Organizational Planning and Budget Systems 61Organizational Structure and the Role of Management 62Planning Phase Work ProgramCase Study: Joe Sorry, Inc., Planning PhaseCase Situation: Purchase Order Quantity TolerancesReview QuestionsSuggested Responses 100

    Chapter 3: Work Program Phase 102

    Benefits of the Operational Review Work Program 103Work Program Work Steps 103Engagement Control 105Case Study: Joe Sorry Company, Work Program Phase 123Case Study Situation: Defective Merchandise ReturnsCase Study Situation: Equipment Maintenance Review 130Review Questions 132Suggested Responses 133

    Chapter 4: Field Work Phase 135

    Field Work Techniques 136Specific Field Work Techniques 137Work Papers 161Case Study: Joe Sorry Company, Field Work Phase 162Case Situation: Clerical Procedures 196Review Questions 197Suggested Responses 197

    Chapter 5: Development of Review Findings 200

    Operational Review Finding Attributes 201Operational Review Criteria Standards 202Some Possible Types of Causes 203Effects of Operational Review Findings: Possible Indicators 204Review Findings Development Checklist 206Case Study: Joe Sorry Company, Development of Findings 207Case Study: Finished Goods Shipments 228Case Situation: Shipping and Receiving Procedures 237Case Situation: Accounts Receivable and Collections 238

    viii CONTENTS

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  • Review Questions 240Suggested Responses 240

    Chapter 6: Reporting Phase 243

    Characteristics of Good Reporting 244Examples of Reporting Operational Review Results 244ABCs of Effective Report Writing 247Case Study: Joe Sorry Company, Reporting Phase 248Review Questions 283Suggested Responses 283


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    Welcome to the how-to workbook accompanying the book Opera-tional Review. Both the book and this workbook were developed andwritten by Rob Reider, CPA, MBA, PhD, President of Reider Associates,a management and organizational consulting firm located in Santa Fe,New Mexico. Dr. Reider is a nationally known consultant and seminarconductor and is considered an expert in the field of performing oper-ational reviews. He has provided such operational review consulta-tions to numerous clients in both the private and public sectors and hastrained many individuals and groups in these concepts.

    The objective in this how-to workbook guide is to help the re-viewer understand the basic principles involved in planning and con-ducting an operational review, and to provide what the reviewer needsto know to use operational review concepts e