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1 Know your customer who knows customers better than anyone else? who makes a fetishof knowing their customers? the employee link the customer as an asset what is a customer? thinking the waythe customer thinks 2 moment of truth service management the service triangle the moment of truth the cycle of service critical moments of truhth the moment of truth model special moments of truth 3 anatomy of the Service customer of the 1990s What would the lady like to drink? the 1990s customer service contexts of the 1990s service products of the 1990s what bugs customers who will be the service winners of the 1990s? 4 the Customers report card: blueprint for excellence What is a customer report card? the customer report card is crucial to business success discovering your customer report card a sample customer report card 5 Customer perception research: putting on your customers glasses What are demographics? psychographics research methods 6 start with the obvious what's going on inside? the employee: your frontline radar the employee as customer advocate the customer is always telling you customer service departments managemment's personal radar 7 the face to face advantage interview your customers depht interviews intercept interviews opportunity interviews telephone interviews on-site interviews focus group interviews conducting the focus group interviews interpreting the results case: accor case: santa monica hospital medical center 8 Surveys: when, why, and how planning the servey project creating your survey project a primer on servey statistics processing your data reporting your data 9 Create your customer report card creating the attribute matrix selecting the final service criteria validating the report card 10 building a service quality measurement system making measurement a habit basic structure for a SQMS making use of informal feedback effectively managing customer complaints using mystery shoppers producing usable reports 11 closing the loop selling better delivering better recovering better from mistakes building better systems attracting and keeping better employees closing loop

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What Is Accounting?... Gathering and Recording Business Transaction Information ....... End of Period Adjusting Entries...... Completion of the Accounting Cycle.... Accounting for a Merchandising Business...... Special Journals and Accounting Systems Internal Control and Cash Transactions....... Accounts Receivable and Bad Debts Expense.. Short-Term Financing Inventories and Cost of Goods Sold Long-Lived Assets. Financial Reporting Issues. Partnerships and Corporations: Organizational Issues .... Corporations: Retained Earnings, Dividends, Treasury Stock, and Earnings Per Share Long-Term Financing........... Intercompany Relationships and International Accounting Statement of Cash Flows. Analysis and Interpretation of Financial Statements..... Federal Income Taxes.......... Understanding Published Annual Financial Reports. Application of Compound Interest and Tables Payroll System.

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FOUNDATIONS OF FINANCIAL PLANNING Understanding the Financial Planning Process.Measuring Your Financial Standing Planning Your Financial Future.Coping With Taxes MANAGING BASIC ASSETS.Hanagi ng Your Savings and Other Liquid Assets.Haking Hous ing and Other Major Acquisitions MANAGING CREDIT. Borrowing on Open Account.Using Consumer Loans MANAGING INSURANCE NEEDS.Insuring Your Life.Insuring Your Health Protecting Your Property MANAGING INVESTMENTS. Investing in Stocks and Bornds. Making Securities Investments.Buying Mutual Funds, Real Estate, and Other Investments RETIREMENT AND ESTATE PLANNING.Meeting Retirement Goals. Preserving Your Estate. Understand ing the Financial Planning Process. Measuring Your Financial Standing.Planning Your Financial Future.Coping With Taxes Managing Your Savings and 0ther Liquid Assets.Making Housing and Other Major Acquisitions.Borrowing on Open Account Using Consumer Loans. Insuring Your Life Protecting Your Property. Insuring Your Health. Investing in Stocks and Bonds Making Securities Investments. Buying Mutual Funds, Real Estate, and 0ther Investments.Meeting Retirement Goals.Preserving Your Estate

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FOUNDATIONS OF FINANCIAL PLANNING Understanding the Financial Planning Process.Measuring Your Financial Standing Planning Your Financial Future.Coping With Taxes MANAGING BASIC ASSETS.Hanagi ng Your Savings and Other Liquid Assets.Haking Hous ing and Other Major Acquisitions MANAGING CREDIT. Borrowing on Open Account.Using Consumer Loans MANAGING INSURANCE NEEDS.Insuring Your Life.Insuring Your Health Protecting Your Property MANAGING INVESTMENTS. Investing in Stocks and Bornds. Making Securities Investments.Buying Mutual Funds, Real Estate, and Other Investments RETIREMENT AND ESTATE PLANNING.Meeting Retirement Goals. Preserving Your Estate. Understand ing the Financial Planning Process. Measuring Your Financial Standing.Planning Your Financial Future.Coping With Taxes Managing Your Savings and 0ther Liquid Assets.Making Housing and Other Major Acquisitions.Borrowing on Open Account Using Consumer Loans. Insuring Your Life Protecting Your Property. Insuring Your Health. Investing in Stocks and Bonds Making Securities Investments. Buying Mutual Funds, Real Estate, and 0ther Investments.Meeting Retirement Goals.Preserving Your Estate

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Accounting: an information system. The double-entry accounting system The accouting cycle. The accounting cycle concluded Merchandising operations . alternative method of recording inventories Data processing: manual and electronic systems. Internal control, cash, and short-term investments Trade accounts and notes Inventories. Plant assets, natural resources, and intangible assets Current liabilities and payroll accounting. Coporate income texas. Accounting principales and financial statement disclosures. Corporations: organization and capital stock Corporations: dividends, retained earning, and earnings disclosures. Parteneship accounting Long-term liabilities and bond investments . Present value and effective interst amortization Long-term stock investisments and consilidated financial statements. International accounting Statements of cash flows. Alternative method of preparing the statement of cash flows Analysis and interpretation of financial

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Accounting: an information system. The double-entry accounting system The accouting cycle. The accounting cycle concluded Merchandising operations . alternative method of recording inventories Data processing: manual and electronic systems. Internal control, cash, and short-term investments Trade accounts and notes Inventories. Plant assets, natural resources, and intangible assets Current liabilities and payroll accounting. Coporate income texas. Accounting principales and financial statement disclosures. Corporations: organization and capital stock Corporations: dividends, retained earning, and earnings disclosures. Parteneship accounting Long-term liabilities and bond investments . Present value and effective interst amortization Long-term stock investisments and consilidated financial statements. International accounting Statements of cash flows. Alternative method of preparing the statement of cash flows Analysis and interpretation of financial

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Accounting: an information system. The double-entry accounting system The accouting cycle. The accounting cycle concluded Merchandising operations . alternative method of recording inventories Data processing: manual and electronic systems. Internal control, cash, and short-term investments Trade accounts and notes Inventories. Plant assets, natural resources, and intangible assets Current liabilities and payroll accounting. Coporate income texas. Accounting principales and financial statement disclosures. Corporations: organization and capital stock Corporations: dividends, retained earning, and earnings disclosures. Parteneship accounting Long-term liabilities and bond investments . Present value and effective interst amortization Long-term stock investisments and consilidated financial statements. International accounting Statements of cash flows. Alternative method of preparing the statement of cash flows Analysis and interpretation of financial

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Accounting: an information system. The double-entry accounting system The accouting cycle. The accounting cycle concluded Merchandising operations . alternative method of recording inventories Data processing: manual and electronic systems. Internal control, cash, and short-term investments Trade accounts and notes Inventories. Plant assets, natural resources, and intangible assets Current liabilities and payroll accounting. Coporate income texas. Accounting principales and financial statement disclosures. Corporations: organization and capital stock Corporations: dividends, retained earning, and earnings disclosures. Parteneship accounting Long-term liabilities and bond investments . Present value and effective interst amortization Long-term stock investisments and consilidated financial statements. International accounting Statements of cash flows. Alternative method of preparing the statement of cash flows Analysis and interpretation of financial

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introduction to managment accounting and basic conceps. Accounting environment for manufacturing firms. Designing and operating effective cost accounting systems : job order and process cost systems. process cost account system: inventories of work in process process cost account system :costing multiple products. internal control systems for production :material control and costing. labor control and costing. indirect manufacturing costsI : budgeting and applyng overthead costs. indirect manufacturing costs II : recording overthead costs , and variance analysis. standard costs account systems : basic concepts and variances analysis standard costs account systems: recording standards costs and variance for managerial information direct (variable )costing for internal reporting to managment. analizing costs behavior withing accounting systems. cost-volume profit analysis for effective managerial planning, control, and decision making. comprehensive budgeting : an integral part of an accounting system responsability accounting systems and reporting to managment. accounting systems for analyzing profit performance. accounting systems for distribition cost analysis and control. accounting systems to aid special , nonrecurring managerial decisions. accounting systems for capital expeditures budgeting. llinear programming for mangerial decision making. statistics, probability and samppling in buiness decision making. invetory planning. regrezsion and corrrelation analysis in business decision making. performance evaluation and review technique

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introduction to managment accounting and basic conceps. Accounting environment for manufacturing firms. Designing and operating effective cost accounting systems : job order and process cost systems. process cost account system: inventories of work in process process cost account system :costing multiple products. internal control systems for production :material control and costing. labor control and costing. indirect manufacturing costsI : budgeting and applyng overthead costs. indirect manufacturing costs II : recording overthead costs , and variance analysis. standard costs account systems : basic concepts and variances analysis standard costs account systems: recording standards costs and variance for managerial information direct (variable )costing for internal reporting to managment. analizing costs behavior withing accounting systems. cost-volume profit analysis for effective managerial planning, control, and decision making. comprehensive budgeting : an integral part of an accounting system responsability accounting systems and reporting to managment. accounting systems for analyzing profit performance. accounting systems for distribition cost analysis and control. accounting systems to aid special , nonrecurring managerial decisions. accounting systems for capital expeditures budgeting. llinear programming for mangerial decision making. statistics, probability and samppling in buiness decision making. invetory planning. regrezsion and corrrelation analysis in business decision making. performance evaluation and review technique

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introduction to managment accounting and basic conceps. Accounting environment for manufacturing firms. Designing and operating effective cost accounting systems : job order and process cost systems. process cost account system: inventories of work in process process cost account system :costing multiple products. internal control systems for production :material control and costing. labor control and costing. indirect manufacturing costsI : budgeting and applyng overthead costs. indirect manufacturing costs II : recording overthead costs , and variance analysis. standard costs account systems : basic concepts and variances analysis standard costs account systems: recording standards costs and variance for managerial information direct (variable )costing for internal reporting to managment. analizing costs behavior withing accounting systems. cost-volume profit analysis for effective managerial planning, control, and decision making. comprehensive budgeting : an integral part of an accounting system responsability accounting systems and reporting to managment. accounting systems for analyzing profit performance. accounting systems for distribition cost analysis and control. accounting systems to aid special , nonrecurring managerial decisions. accounting systems for capital expeditures budgeting. llinear programming for mangerial decision making. statistics, probability and samppling in buiness decision making. invetory planning. regrezsion and corrrelation analysis in business decision making. performance evaluation and review technique

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Managing and the manager's Job The evolution of management thought organizational environment and effectiveness Managerial decision making Organizational goals and planning Strategy and strategic planning Tactical and operational planning Components of organizational structure Organization design and culture Managing human resource Organization changes, development, and revitalization Motivating employee job performance leadership and Influence process Interpersonal processes, groups, and conflict Communication in Organizations The nature of control Operations management, productivity, and quality managing information system control technique and methods Entrepreneurship and small business management managing in the international sector managing with Ethic sand social responsibility

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Managing and the manager's Job The evolution of management thought organizational environment and effectiveness Managerial decision making Organizational goals and planning Strategy and strategic planning Tactical and operational planning Components of organizational structure Organization design and culture Managing human resource Organization changes, development, and revitalization Motivating employee job performance leadership and Influence process Interpersonal processes, groups, and conflict Communication in Organizations The nature of control Operations management, productivity, and quality managing information system control technique and methods Entrepreneurship and small business management managing in the international sector managing with Ethic sand social responsibility

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Managing and the manager's Job The evolution of management thought organizational environment and effectiveness Managerial decision making Organizational goals and planning Strategy and strategic planning Tactical and operational planning Components of organizational structure Organization design and culture Managing human resource Organization changes, development, and revitalization Motivating employee job performance leadership and Influence process Interpersonal processes, groups, and conflict Communication in Organizations The nature of control Operations management, productivity, and quality managing information system control technique and methods Entrepreneurship and small business management managing in the international sector managing with Ethic sand social responsibility

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Managing and the manager's Job The evolution of management thought organizational environment and effectiveness Managerial decision making Organizational goals and planning Strategy and strategic planning Tactical and operational planning Components of organizational structure Organization design and culture Managing human resource Organization changes, development, and revitalization Motivating employee job performance leadership and Influence process Interpersonal processes, groups, and conflict Communication in Organizations The nature of control Operations management, productivity, and quality managing information system control technique and methods Entrepreneurship and small business management managing in the international sector managing with Ethic sand social responsibility

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ROOTS 1)MORGAN'S LEGACIES restructuring the rails trusting in consilidation merger manie in 1900 the all-time great sreel deel an LBO that sprang a leak morgan's legacies 2)ROARING TWENTIES De-merging the trust Turn-of-the-century junk Henry ford's leveraged buyout Insull's pyramid Leveraged investment trusts 3)CHINESE MONEY Gunslingers of the sixties The conglomerates Leveling the playing field Jimmy ling's illusion What the ledger brings forward THE GREAT BUYOUT BOOM OF THE EIGHTIES 4)THE MERGER WARS The boom in buyouts Landmark of the eighties Just plain greed? Does restructuring really do any good Merger warfare Getting back to normal 5)BATTLEFIELD TACTICS Shifting sands of defense The siege of macmillan New development at polaroid Buying time 6)THE AMAZING LBO MACHINE Reseeding O.M.Scoot&Sons The runaway train the bust-up of Beatrice The many lives of platex Distant rumblings With united we fall 7)TREASURES IN THE JUNKYARD The father's footsteps Junk's Gentrification Doing the big deals Froom peak to valley The death of drexel UNDERRPINNINGS 0F THE NEWS ORDER 8)ARE THE THEORIES WRONG? Are there limits to coporate debt capacity? Enchancing values Riding the leverage curve What are stocks worth? Changing investors 9)REFORMING THE SYSTEM Reagan era regulation Who should ragulate? What should be regulated? Worring about the banks 10)THIS,TOO,SHALL PASS,OR WILL IT? Lesson from the eighties Market energy Rethinking the corporation Notes Glossary Selected annotated bibliography Acknowledgments Index

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Recherche Lundi noir Résumé Points de réflexion pour réussir Références Annexe 1.1 Modèle d’action Étape 8 : Faites l’inventaire de vos compétences. Pourquoi regarder la situation dans son ensemble Connaissez votre véritable entreprise Comment minimiser les désagréments du marché : surveillez les tendances Les étapes du cycle de vie Menez vos propres recherches Segmentation et analyse des écarts Résumé Points de réflexion pour réussir Références Annexe 2.1 - Étape d'action modèle 12 : Quoi de neuf ? Qu'est-ce qui ne l'est pas ? Qu'est-ce qui refroidissement ? Bienvenue chez Power Marketing Identifier les objectifs Recherche industrielle Identifier les lacunes du marché Identifier les problèmes de l'industrie Remue-méninges pour des solutions possibles Analyse matricielle Tarification de l'électricité Résumé Points de réflexion pour réussir Références Annexe 3.1 • Étape d’action du modèle 17 : Faites des recherches sur votre secteur d’activité préféré. 4 Profilage du Clientèle cible 5 En lisant la compétition Promotion: Se connecter avec le Client 131 Emplacement 95 Le pouvoir du profilage Cibles mouvantes : les consommateurs à l'aune du cycle de vie Enquête sur les magazines revisitée Faire du profilage client un réflexe La connaissance est le pouvoir Résumé Points de réflexion pour réussir Références Annexe 4.1 Recherche approfondie auto-assignée sur les magazines de mon secteur Un scénario de cycle de vie Concurrence et positionnement Désarmer la concurrence Changer l'arène Résumé Points de réflexion pour réussir Références Annexe 5.1 Modèle d'action Étape 28 : Trouvez votre position sur le marché Stratégies promotionnelles Les représentants commerciaux en tant que connecteurs La courtoisie comme promotion Planifier à l'avance Promotions et études de marché Prendre des décisions Liste de diffusion Réseautage Résumé Points de réflexion pour réussir Références Annexe 6.1 Étape d'action du modèle 32 : Réfléchissez à une stratégie promotionnelle gagnante campagne pour votre entreprise. L'importance de l'emplacement Un filtre de localisation Où trouver des informations sur l'emplacement 72 Quelques choses que vous devez savoir sur les baux Une histoire à succès Résumé Points de réflexion pour réussir Références Attendez-vous à l'inattendu Aopendix 7.1 - Action du modèle Étape 36 : Fantasmez votre emplacement à 100 %. Gérer l'imprévu La déclaration financière personnelle Coûts d'opportunité Une once de prévention Résumé Points de réflexion pour réussir Références Annexe 8.1 * Modèle d’action Étape 40 : Fixez des étiquettes de prix à votre entreprise. Planifiez l'avenir de votre entreprise avec des chiffres Compte de résultat et projection des flux de trésorerie Les projections aident à décider de la forme de votre entreprise Comptabilité en boîte à chaussures : laisser des traces écrites Résumé Résumé Points de réflexion pour réussir Références Références Pourquoi acheter une entreprise en activité Enquêter sur l'entreprise de l'extérieur Enquêter sur l'entreprise de l'intérieur La décision d'achat Points de réflexion pour réussir Vous surprend Je ne peux pas me le permettre 161 Les nombres et Comptabilité de boîte à chaussures 175 Acheter un Entreprise 11 Secouer le Arbre à argent 12 Préoccupations juridiques Construire un Équipe gagnante L'entrepreneur Boîte à outils À la recherche d'argent Avant de secouer cet arbre Votre banquier Les secrets de la survie des petites entreprises Exploration de la forêt Secouer l'arbre à argent Résumé Points de réflexion pour réussir Références Il est payant de regarder vers l'avenir Les trois formes juridiques des petites entreprises Obtenir un avocat Sociétés et petites entreprises Résumé Points de réflexion pour réussir Références Instaurer l'équilibre au sein de votre équipe Le système DISC Repérage et embauche La compréhension interne renforce l'équipe Résumé Points de réflexion pour réussir Références Faites l'inventaire de votre boîte à outils Ordinateurs et petites entreprises Comment acheter un micro-ordinateur Résumé Points de réflexion pour réussir Références Pourquoi acheter une franchise ? Enquête sur les opportunités de franchise Évaluer une franchise Résumé Points de réflexion pour réussir Références Comment rédiger votre plan d'affaires La lettre de motivation Préliminaires Section l : Description de l'entreprise Section II : Section financière Épilogue : Il est temps d'agir selon ce que vous savez Résumé Points de réflexion pour réussir Références Indice Annexe A Système de comptabilité en une seule écriture Annexe B Formulaires de démarrage de petite entreprise Liste des étapes d'action GUIDE D'ÉTUDE 1 Portes vers les petites entreprises 2 Vue d'ensemble : cartographier les tendances pour votre petite entreprise 3 Power Marketing 4 Profilage du client cible 5 Lecture du concours 6 Promotion : Se connecter avec le client 7 Emplacement 8 surprises que vous ne pouvez pas vous permettre 9 chiffres et comptabilité en boîte à chaussures 10 Acheter une entreprise 11 Secouer l'arbre à argent 12 préoccupations juridiques 13 Construire une équipe gagnante 14 La boîte à outils de l'entrepreneur 15 Acheter une franchise 16 Élaborer le plan Acheter un Franchise Tirer le Planifier ensemble

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Industry,Product, History,Transportation. Marketing. Information Sources. Simulated Company Organization. Employment Costs.Labor Turnover. Production Technology. Increasing Output. Machinery. Reconditioning C Machines New C Machines. Cash Purchaseeting. Credit Purchase. Used C Machines Overtime. Second Shift. Productian Personne l. Production Schedu ling and Actual Output. Scheduling A Decrease in Production. Demand and Schedu led Production Insurance and Storage Charges. Materials Purchases.Other Manufacturing Expens es. Salesmen. Productivity of New Salesman. Expense Account. Advertising Demand and the Market. General Business Conditions. Seasonal Variation Erratic Fluctuations. Cash Availability. Borrowing. Financial Statements. Status Reports Materials Inventory. Work-In-Process Inventory. Finished-Product Inventory. Manufacturing Statement. Units Produced, Product A. Manufacturing Cost (Excluding Materials) Materials Cost. Total Current Production Cost. Net Inventory Change. Subcontract -Production Cost. Cost of Goods Sold. Sales Report. Income Statement.Sales Cost of Goods Sold. Selling Expenses. Sales Salaries. Sales Commissions Advertising Sales-Account Expenses. Administrative Expenses. General Manager's Salary Bookkeeper -Receptionist 's Salary. Interest Payments. Other Expenses. Taxes Balance Sheet Assets.Cash. Accounts Receivab le Inventories. Land. Building. Machinery. Liabilities and Capital. Mortgage Payable. Notes Payable. Capital Stock. Retained Earnings Operating Decisions Over Past Two Years

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Industry,Product, History,Transportation. Marketing. Information Sources. Simulated Company Organization. Employment Costs.Labor Turnover. Production Technology. Increasing Output. Machinery. Reconditioning C Machines New C Machines. Cash Purchaseeting. Credit Purchase. Used C Machines Overtime. Second Shift. Productian Personne l. Production Schedu ling and Actual Output. Scheduling A Decrease in Production. Demand and Schedu led Production Insurance and Storage Charges. Materials Purchases.Other Manufacturing Expens es. Salesmen. Productivity of New Salesman. Expense Account. Advertising Demand and the Market. General Business Conditions. Seasonal Variation Erratic Fluctuations. Cash Availability. Borrowing. Financial Statements. Status Reports Materials Inventory. Work-In-Process Inventory. Finished-Product Inventory. Manufacturing Statement. Units Produced, Product A. Manufacturing Cost (Excluding Materials) Materials Cost. Total Current Production Cost. Net Inventory Change. Subcontract -Production Cost. Cost of Goods Sold. Sales Report. Income Statement.Sales Cost of Goods Sold. Selling Expenses. Sales Salaries. Sales Commissions Advertising Sales-Account Expenses. Administrative Expenses. General Manager's Salary Bookkeeper -Receptionist 's Salary. Interest Payments. Other Expenses. Taxes Balance Sheet Assets.Cash. Accounts Receivab le Inventories. Land. Building. Machinery. Liabilities and Capital. Mortgage Payable. Notes Payable. Capital Stock. Retained Earnings Operating Decisions Over Past Two Years

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Introduc tion to Law and Legal Reasoning Courts and Civil Dispute Resolution Constitutional Auth ority to Regulate Business UNIT TWO: CONTRACTS. Torts Related to Business Criminal Law. Nature and Terminology Agreement. . Consideration Capacity and Genuineness of Assent . Legality . Writing and Form . Third Party Rights Chapter 15 Breach of Contract and Remedies. Perfor mance and Discharge UNIT THREE: COMMERCIAL TRANSACTIONS AND THE UNIFORM COMMERCIAL CODE.. Introduc tion to Sales Contracts and Their Formation . SALES /Title, Risk, and Insurable Interest. SALES/Per for m ance and Obligation UNIT FOUR: CREDITORS' RIGHTS AND BANKRUPTC Y UNIT FIVE: AGENCY AND EMPLOYMENT UNIT SIX: BUSINESS ORGANIZATIONS SALES/Remedi es of Buyer and Seller for Breach SALES/Introduc tion to Sales Warranties SALES/Product Liability . Basic Concep ts of Comm ercial Paper COMMERCIA L PAPER/The Negotiable Instrum ent COMMERCIAL PAPER/Transferabili ty and Negotiati on COMMERCIAL PAPER/Holder in Due Course. COMMERCIAL PAPER/De fenses, Liability, and Discharge COMMERCIA L PAPER/Checks and the Banking Syste m Elec tronic Fund Trans fers Secured Transac tions Rights of Debtors and Creditors. Bankrup tey and Reorganization . Agency Relationships Liability to Third Parties and Employer -Employee Relationships . UNIT SEVEN: GOVERNMENT REGULATION. Forms of Business Organization . PARTNE RSHIPS/Creation and Termination . PARTNE RS HIPS/Op er ation and Duties. PARTNERS HIPS/Limited Partnerships CORPORATIONS/Nature and Classifications CORPORA TIONS/For mation and Corpor ate Financing CORPORA TIONS/ Corp ora te Powers and Management CORPORA TIONS/Righ ts and Duti es of Directors, Managers and Shareholders CORPORA TIONS/Merger, Consoli dation, and Ter mination CORPORA TIONS/Financial Regula tion and Investor Protection Private Franchises Antitrust Introduction and Administrative Law Consumer Protection Environmental Protection UNIT EIGHT: PROPERTY AND ITS PROTECTION Bailments Insurance Employm ent and Labor Relations Law Personal Property . Nature and Ownership of Real Property Landlord-Tenant Relationships UNIT NIN E: SPECIAL TOPICS Computers and the Law Wills, Trusts and Estates . Liability of Accountants Chapter 58 The Effect of International Law in a Global ANSWER SECTION UNIF ORM CPA BUSIN ESS LAW EXAMINATION INFORMATION Economy