Service transaction analysis: assessing and improving the customers experience

analysis of business

A simplified account, called a T-account, is often used as a teaching or learning tool to show increases and decreases in an account. It is called a T-account because it resembles the letter T. As shown in the T-account below, the left side records debit entries and the right side records credit entries.

That is, when we recognize a revenue we try to recognize the expense that was incurred to produce that revenue. Services are driven by personnel, and we incur personnel expenses constantly. Services also require equipment, certifications, and other assets where it’s not always what it means to “use” that asset. GAAP classifies investments by a three-level scheme according to availability of market prices. This includes stocks and money market funds, among others. Level 2 assets are primarily sold “over-the-counter,” like corporate bonds, futures contracts, stock options, and others.

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We would see a similar pattern with income taxes and other derived revenues. Another crucial set of accounting assumptions are around depreciation. Depreciation is when an organization expenses a long-term asset.

If one item within the accounting equation is changed, then another item must also be changed to balance it. For example, if there is an increase in an asset account, then there must be a decrease in another asset or a corresponding increase in a liability or equity account. The equation itself always remains in balance after each transaction.

What is Transaction Analysis?

Determine which accounts are affected by the transaction. Evaluate the situation to determine if a transaction, in the accounting sense of the word, has in fact taken place. The parent, adult, and child diagram, or ‘structural diagram’ as Berne called it, is a useful tool that TA practitioners use as a helpful visual in aiding clients to understand the three states they have within them. However, there is actually an underlying, subtle message given from the sender’s child or parent state, with the intention of being received by the responder’s child or parent state. This can be done consciously or unconsciously by the sender.

social interactions

The Foundation had also made $75,000 in principal payments for the year. Many intergovernmental grants take the form of reimbursements. In this case, the revenues are not available until the government incurs the allowable costs stipulated by the grant. In Chapter 1 we said the property tax is the local revenue workhorse. Unfortunately, pledges don’t always materialize into contributions.

Child-Parent Psychotherapy: Overview, Benefits, and Effectiveness

By moving to an interpersonal motivational theory, he placed it both in opposition to the psychoanalytic traditions of his day and within what would become the psychoanalytic traditions of the future. From Berne, transactional analysts have inherited a determination to create an accessible and user-friendly system, an understanding of script or life-plan, ego states, transactions, and a theory of groups. The cash balance declined here because salary was paid to an employee. Recognizing an expense is appropriate rather than an asset because the employee’s work reflects a past benefit. The effort has already been carried out, generating revenues for the company in the previous week rather than in the future.

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Third, the researchers had access to the prisoners for only 3 months and could conduct only one follow-up 1 month after theintervention. One month is a very short period to assess the impact of TA on a complex behavior such as self-estem. Fourth, the therapist was not permitted to conduct the therapeutic sessions in a separate room. The only available space was a room next to the jailer’s office.

Transactional Analysis

The method deviates from Freudian psychoanalysis which focuses on increasing awareness of the contents of subconsciously held ideas. Eric Berne developed the concept and paradigm of transactional analysis in the late 1950s. The continued equilibrium of the accounting equation does exist here although it is less obvious. On the statement of retained earnings, current net income becomes a component of retained earnings. The reduction in income here serves to decrease retained earnings. Because both assets and retained earnings go down by the same amount, the accounting equation continues to balance.


In a study by Rajabi et al., the internal consistency coefficient of the Persian version of the scale was calculated as 84% for the entire sample of students, 87% for the male students, and 80% for the female students. The correlation coefficients between the score of each item and the total score varied from 56 to 72%, which were significant at P24]. Self-esteem is a psychological concept that refers to an individual’s self-evaluation and indicates the extent to which people evaluate themselves as capable and worthy .

Analysis of Business Transactions

First, and most important, when Treehouse pays its staff it recognizes an expense for salaries. With this simple framework we can do the accounting recognition for most of the basic types of transactions a typical public organization will encounter. That said, this framework does cover certain types of transactions, and sometimes different types of non-profit and governmental transactions have unique rules that apply just in those contexts. We’ll cover those more nuanced accounting rules in the lectures on non-profit financial management and government financial management. You’ve probably heard accountants talk aboutdebits and credits. In this system every transaction has a debit and a credit.

That is, we would not expect Treehouse to buy supplies at one price and sell them at a higher price as a way of earning revenue. That’s why historical cost is the appropriate way to value most of Treehouse’s assets. Recall that in this transaction Treehouse agreed to purchase audiology equipment and pay for it later. To reference the flow chart, this transaction therefore starts on the bottom left corner of the chart at “Receive a Good – Received.” Has it made a payment for that good? That’s why we follow the “Payment Not Delivered” line of the chart, and we see we would recognize this transaction as an increase in equipment along with an increase in accounts payable, since Treehouse will pay for this equipment later.

Imagine that Treehouse staff run a day-long outreach program at a local school. This program was designed to sensitize public school teachers about the unique challenges faced by children in the foster care system. Assume that Treehouse staff deliver the program and then send the school district a bill for their services. Treehouse used a lot of staff time, supplies, travel, and other expenses to produce this program, but they might not get paid for the program for several weeks. The accounting equation remains balanced because there is a $3,500 increase on the asset side, and a $3,500 increase on the liability and equity side.

The person who holds this position will unconsciously accept abuse as OK. Transactional analysis integrates the theories of psychology and psychotherapy because it has elements of psychoanalytic, humanist and cognitive ideas. Berne identified a typology of common counterproductive social interactions, identifying these as “games”. Revising Freud’s concept of the human psyche as composed of the id, ego, and super-ego, Berne postulated in addition three “ego states”—the Parent, Adult, and Child states—which were largely shaped through childhood experiences.

Those bills are accounting equation on the City’s assessed value, property tax rates, and any applicable tax preferences. After running these calculations OP determines it will send out $515 million in property tax bills. From past experience, it also knows it won’t collect a certain portion of those bills.

How can a non-profit recognize a revenue if the recipients of its services don’t pay for those services? In non-profit accounting, we address this problem by simply drawing a parallel between donations and payments for service. Donors who support a non-profit are, in effect, paying that non-profit to pursue its mission.

People willing to develop greater self-awareness and take responsibility for their decisions and actions may be suited to this therapeutic method. The general goal or motive of TA therapy is to strengthen the adult state of the client. This is done through using skillful questioning and tools to understand what causes the client to shift into parent or child ego mode and thus come up with helpful strategies to use in these moments to stay in their adult state instead . Berne observed that people need strokes, the units of interpersonal recognition, to survive and thrive.

Current research on Transactional Analysis

Describes a service design technique that allows managers to systematically analyse the quality of their service processes at a detailed, or transaction level, from a customer’s perspective. Two case studies are used to illustrate the simplicity yet power of the technique. In the above example, cash is an asset account and capital is an owner’s equity/capital account.

  • When accountants record a transaction they record it in the organization’s general ledger.
  • Berne considered how individuals interact with one another, and how the ego states affect each set of transactions.
  • But for larger and more complex organizations, cash basis accounting tells an incomplete story.
  • Sales revenue, cash and cost of goods sold will increase.
  • That’s where financial data services like CapIQ or Bloomberg come in handy.

Deferred revenue is a liability because it represents a future claim on Treehouse resources. By taking payment for a service not yet delivered, Treehouse is committing future resources to deliver that service. Once it delivers that service it incurs expenses and removes that liability. Treehouse incurred other expenses to deliver the school outreach program.

outreach program

Although the funds were received in advance, the city would have to return to the state any amounts that were not used to cover allowable training grants. On June 28th, the investment manager sent the Foundation an invoice for services rendered in FY 2016 of $82,000. The Foundation expected to write a check for the full amount on July 15th, 2016.

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