Customer centricity is about organizational transformation making the customer the focus for business decisions, processes, product development, services, and procedures. Some companies purport to be customer centric but they fall short in connecting this concept throughout all functional areas of the business.  While it is important to offer superb customer service, being customer centric is far more than that.  It's about mapping the customer journey to discover customer needs and wants, what's working and what is not, then taking action to improve the customer experience. 

Customer loyalty is built through providing exceptional customer experiences.  This in turn increases revenues through positive company image, referrals, and increased customer lifetime value. Most organizations today realize that they must focus on the customer to remain competitive.

[From the author, Prof. Kerri Shields:]

During my time as a corporate trainer, I designed and delivered training programs in “Exceeding Customer Expectations” as one of the various sessions my employer delivered. In 2016 I designed a college course called, “Customer Service and Relationship Building” and then in 2018 I designed another college course called, “Customer Centric Strategy” which became the catalyst for this OER book.

Mainly to create this book I have researched many sources and compiled the resources that support the concept of customer centricity.  When I teach this college course I also include exercises for students on Salesforce CRM using the Trailhead learning platform.  It is important for students to learn technologies used in business today and especially those used to support building long-lasting positive relationships with customers.  Another exercise I usually provide students is one in which they use the Hootsuite platform to practice promoting a business through social media and to respond positively and within the realm of the company brand/image to customer inquiries and complaints.

I hope you find the content interesting and the lessons helpful, and maybe you get a few ideas for practicing customer service skills from the exercises in each chapter. I’ve also included an H5P interactive element in each chapter so readers can self-check their understanding of chapter content. Finally, I’ve created a slide deck with slides for each chapter that presenters may use to help share the chapter content with their audiences.

I will try my best to update it from time to time just in case some videos or resources become obsolete or outdated. 

Sincerely,

Professor Kerri Shields

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This book focuses on explaining differences amongst organizations regarding various attributes, forms, and outcomes. By focusing on the “how” of new venture creation and management to produce well-established organizations, the authors aim to increase our understanding of the antecedents of most management research assumptions. New ventures are the source of most newly created jobs generated in an economy, new industries and markets, innovative products and services, and new solutions to economic, social, and environmental problems. However, most management research assumes a well-established organization as the starting point of their theorizing.

Building on the notion of guided attention, the book details how entrepreneurs can allocate their transient attention to identify potential opportunities from environmental change and how entrepreneurs allocate their sustained attention to form beliefs about radical and incremental opportunities requiring entrepreneurial action. The authors explain how entrepreneurs build such communities and engage community members over time to co-construct potential opportunities for new venture progress. Using the lean startup framework, they connect the dots between the theorizing on identifying and co-constructing potential opportunities and the startup of new ventures. This leads to a new overarching framework based on (1) co-creating a startup, (2) organizing a startup, and (3) performing a startup to bring together the many disparate threads of research on new ventures. The authors then theorize on the importance of knowledge in organizational scaling.

Based on cutting-edge research from the leading entrepreneurship journals, this book expands knowledge on the cognitive aspect of the new venture creation process.

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This textbook is intended for use in introductory Entrepreneurship classes at the undergraduate level. Due to the wide range of audiences and course approaches, the book is designed to be as flexible as possible. Theoretical and practical aspects are presented in a balanced manner, and specific components such as the business plan are provided in multiple formats. Entrepreneurship aims to drive students toward active participation in entrepreneurial roles, and exposes them to a wide range of companies and scenarios. 

Summary of Contents page:

Preface

Chapter 1 The Entrepreneurial Perspective

Chapter 2 The Entrepreneurial Journey and Pathways

Chapter 3 The Ethical and Social Responsibilities of Entrepreneurs

Chapter 4 Creativity, Innovation, and Invention

Chapter 5 Identifying Entrepreneurial Opportunity

Chapter 6 Problem Solving and Need Recognition Techniques

Chapter 7 Telling Your Entrepreneurial Story and Pitching the Idea

Chapter 8 Entrepreneurial Marketing and Sales

Chapter 9 Entrepreneurial Finance and Accounting

Chapter 10 Launch for Growth to Success

Chapter 11 Business Model and Plan

Chapter 12 Building Networks and Foundations

Chapter 13 Business Structure Options: Legal, Tax, and Risk Issues

Chapter 14 Fundamentals of Resource Planning

Chapter 15 Next Steps

Appendix A Suggested Resources

Index

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This book is designed for upper year undergraduate students and graduate students studying fundamental entrepreneurship concepts.

Contents Page:

Acknowledgements

Introduction

    Chapter 1 – Introduction to Entrepreneurship

    Chapter 2 – Opportunity Recognition and Design Thinking

    Chapter 3 – Evaluating Entrepreneurial Opportunities

    Chapter 4 – Business Models

    Chapter 5 – Business Planning

    Chapter 6 – Financing Entrepreneurship

    Chapter 7 – Business Set-Up, Start-Up, and Growth

    Chapter 8 – Strategic Entrepreneurship

    Chapter 9 – Innovation and Entrepreneurship

    Chapter 10 – The Entrepreneurial Environment

References

The Language of Entrepreneurship

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Historically, entrepreneurs have always played a central role in the development of nation states. Aside from rentier states, which depend extensively on the availability of mineral resource rents, most economically prosperous nations in the world have strong, innovative and competitive business enterprises and entrepreneurs as the bedrock of their economic development and prosperity. It was arguably because of the above historical fact that the World Bank in 1989 declared that entrepreneurs will play a central role in transforming African economies. Chapters in this book contribute to our understanding of the theory, structure and practice of entrepreneurship in diverse African countries. Case studies examined include: African multinational banks and businesses, female entrepreneurs, culture and entrepreneurship, finance and entrepreneurship and SMEs.

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Fundamentals of Business, fourth edition (2023) is an 434-page open education resource intended to serve as a no-cost, faculty-customizable primary text for one-semester undergraduate introductory business courses. It covers the following topics in business: Teamwork; economics; ethics; entrepreneurship; business ownership, management, and leadership; organizational structures and operations management; human resources and motivating employees; managing in labor union contexts; marketing and pricing strategy; hospitality and tourism, accounting and finance, personal finances, and technology in business. The textbook was designed for use in Virginia Tech’s Pamplin College of Business introductory level business course, MGT1104 Foundations of Business and is shared under a Creative Commons Attribution Non-Commercial ShareAlike 4.0 license.

Table of Contents

• Ch. 1: Teamwork in Business

• Ch. 2: The Foundations of Business

• Ch. 3: Economics and Business

• Ch. 4: Ethics and Social Responsibility

• Ch. 5: Business in a Global Environment

• Ch. 6: Forms of Business Ownership

• Ch. 7: Entrepreneurship and Small Business Development

• Ch. 8: Management and Leadership

• Ch. 9: Structuring Organizations

• Ch. 10: Operations Management

• Ch. 11: Motivating Employees

• Ch. 12: Managing Human Resources

• Ch. 13: Union/Management Issues

• Ch. 14: Marketing: Providing Value to Customers

• Ch. 15: Pricing Strategy

• Ch. 16: Hospitality and Tourism

• Ch. 17: Accounting and Financial Information

• Ch. 18: Personal Finances

• Ch. 19: Technology in Business

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Globalization is a process of interaction and integration among people, businesses, institutions, and governments of different countries in many aspects surrounding human lives. It is not a threat to sovereignty or a form of Westernization.

This book discusses international economics and globalization, explores global business strategies, deliberates business ethics and corporate social responsibility, and examines other related aspects from a global perspective.

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International Business provides exploration into building, leading, and thriving in global organizations in an increasingly flat world. The authors define ”Flat world“ as one where service industries that dwarf manufacturing industries in terms of scale and scope, an Internet that pervades life and work, and networks define modern businesses, whether service or manufacturing. The text is designed to speak to technologically-savvy students who see national borders as bridges and not barriers.

The authors use the lexicon of international business, and additionally, develop students’ knowledge of international contexts with the aim that they may launch, run, and work in any organization that is global in scope (or is wrestling with global competition or other global threats).

International Business is adapted from a work produced by a publisher who has requested that they and the original author not receive attribution. This adapted edition is produced by the University of Minnesota Libraries Publishing through the eLearning Support Initiative. 

Contents page:

Publisher Information

Chapter 1: Introduction

• 1.1 What Is International Business?

• 1.2 Who Is Interested in International Business?

• 1.3 What Forms Do International Businesses Take?

• 1.4 The Globalization Debate

• 1.5 Ethics and International Business

1.6 End-of-Chapter Questions and Exercises

Chapter 2: International Trade and Foreign Direct Investment

• 2.1 What Is International Trade Theory?

• 2.2 Political and Legal Factors That Impact International Trade

• 2.3 Foreign Direct Investment

2.4 Tips in Your Entrepreneurial Walkabout Toolkit

2.5 End-of-Chapter Questions and Exercises

Chapter 3: Culture and Business

• 3.1 What Is Culture, Anyhow? Values, Customs, and Language

• 3.2 What Are the Key Methods Used to Describe Cultures?

• 3.3 Understanding How Culture Impacts Local Business Practices

• 3.4 Global Business Ethics

3.5 Tips in Your Entrepreneurial Walkabout Toolkit

3.6 End-of-Chapter Questions and Exercises

3.7 Additional References

Chapter 4: World Economies

• 4.1 Classifying World Economies

• 4.2 Understanding the Developed World

• 4.3 Developing World

• 4.4 Emerging Markets

4.5 Tips in Your Entrepreneurial Walkabout Toolkit

4.6 End-of-Chapter Questions and Exercises

Chapter 5: Global and Regional Economic Cooperation and Integration

• 5.1 International Economic Cooperation among Nations

• 5.2 Regional Economic Integration

5.3 The United Nations and the Impact on Trade

5.4 End-of-Chapter Questions and Exercises

Chapter 6: International Monetary System

• 6.1 What Is the International Monetary System?

• 6.2 What Is the Role of the IMF and the World Bank?

• 6.3 Understanding How International Monetary Policy, the IMF, and the World Bank Impact Business Practices

6.4 Tips in Your Entrepreneurial Walkabout Toolkit

6.5 End-of-Chapter Questions and Exercises

Chapter 7: Foreign Exchange and the Global Capital Markets

• 7.1 What Do We Mean by Currency and Foreign Exchange?

• 7.2 Understanding International Capital Markets

• 7.3 Venture Capital and the Global Capital Markets

7.4 Tips in Your Entrepreneurial Walkabout Toolkit

7.5 End-of-Chapter Questions and Exercises

Chapter 8: International Expansion and Global Market Opportunity Assessment

• 8.1 Global Strategic Choices

• 8.2 PESTEL, Globalization, and Importing

• 8.3 International-Expansion Entry Modes

• 8.4 CAGE Analysis

8.5 Scenario Planning and Analysis

8.6 End-of-Chapter Questions and Exercises

Chapter 9: Exporting, Importing, and Global Sourcing

• 9.1 What is Importing and Exporting?

• 9.2 Countertrade

• 9.3 Global Sourcing and Its Role in Business

• 9.4 Managing Export and Import

• 9.5 What Options Do Companies Have for Export and Import Financing?

9.6 Tips in Your Walkabout Toolkit

9.7 End-of-Chapter Questions and Exercises

Chapter 10: Strategy and International Business

• 10.1 Business and Corporate Strategy

• 10.2 Generic Strategies

• 10.3 International Strategy

• 10.4 The Five Elements of Strategy

• 10.5 Managing the International Business with the P-O-L-C Framework

10.6 End-of-Chapter Questions and Exercises

Chapter 11: Global Entrepreneurship and Intrapreneurship

• 11.1 Entrepreneurship

• 11.2 What Do Entrepreneurs Do?

• 11.3 Business Entrepreneurship across Borders

• 11.4 From Entrepreneurship to Born-Global Firms

• 11.5 From Entrepreneurship to Intrapreneurship

11.6 End-of-Chapter Questions and Exercises

Chapter 12: Winning through Effective, Global Talent Management

• 12.1 The Changing Role of Strategic Human Resources Management in International Business

• 12.2 The Global War for Talent

• 12.3 Effective Selection and Placement Strategies

• 12.4 The Roles of Pay Structure and Pay for Performance

• 12.5 Tying It All Together—Using the HRM Balanced Scorecard to Gauge and Manage Human Capital, Including Your Own

12.6 Tips in Your Walkabout Toolkit

12.7 End-of-Chapter Questions and Exercises

Chapter 13: Harnessing the Engine of Global Innovation

• 13.1 An Introduction to Research and Development (R&D)

• 13.2 Intellectual Property Rights around the Globe

• 13.3 How to Organize and Where to Locate Research and Development Activities

• 13.4 Increasing Speed and Effectiveness of International Innovation

• 13.5 Innovation for the Bottom of the Pyramid

13.6 End-of-Chapter Questions and Exercises

Chapter 14: Competing Effectively through Global Marketing, Distribution, and Supply-Chain Management

• 14.1 Fundamentals of Global Marketing

• 14.2 Critical Decision Points in Global Marketing

• 14.3 Standardized or Customized Products

• 14.4 Global Sourcing and Distribution

• 14.5 Global Production and Supply-Chain Management

14.6 End-of-Chapter Questions and Exercises

Chapter 15: Understanding the Roles of Finance and Accounting in Global Competitive Advantage

• 15.1 International Accounting Standards

• 15.2 Accounting in International Business

• 15.3 Fundamentals of Finance

• 15.4 Financial Management in International Business

• 15.5 Global Money Management: Moving Money across Borders

15.6 End-of-Chapter Questions and Exercises

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Introduction to Business covers the scope and sequence of most introductory business courses. The book provides detailed explanations in the context of core themes such as customer satisfaction, ethics, entrepreneurship, global business, and managing change. Introduction to Business includes hundreds of current business examples from a range of industries and geographic locations, which feature a variety of individuals. The outcome is a balanced approach to the theory and application of business concepts, with attention to the knowledge and skills necessary for student success in this course and beyond.  

Summary of Contents page:

Preface

Chapter 1 Understanding Economic Systems and Business

Chapter 2 Making Ethical Decisions and Managing a Socially Responsible Business

Chapter 3 Competing in the Global Marketplace

Chapter 4 Forms of Business Ownership

Chapter 5 Entrepreneurship: Starting and Managing Your Own Business

Chapter 6 Management and Leadership in Today's Organizations

Chapter 7 Designing Organizational Structures

Chapter 8 Managing Human Resources and Labor Relations

Chapter 9 Motivating Employees

Chapter 10 Achieving World-Class Operations Management

Chapter 11 Creating Products and Pricing Strategies to Meet Customers' Needs

Chapter 12 Distributing and Promoting Products and Services

Chapter 13 Using Technology to Manage Information

Chapter 14 Using Financial Information and Accounting

Chapter 15 Understanding Money and Financial Institutions

Chapter 16 Understanding Financial Management and Securities Markets

Chapter 17 Your Career in Business

Index

References

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This is a modular open textbook designed for entrepreneurial journalism, media innovation, and related courses.

For students enrolled in a journalism or communications course, there is—bar none—no better place to embrace and refine nearly every skill you will need to know than learning about media entrepreneurship and innovation.

In the course of envisioning, prototyping and launching, you will integrate multimedia production, social media distribution, design thinking, data collection and analysis, and audience engagement strategies.

As added benefits, you will develop business skills, begin to understand how to develop a product, how to discover customers, and how to manage all these activities so that you can deliver a new entrepreneurial startup. Or you may go the intrapreneurial route and spearhead a new venture inside your existing media organization.

Face it: You will be stepping into a world where media entrepreneurship is at an all-time high.

It’s clear that media entrepreneurs are articulating some new value propositions for their audiences. Nowadays, entirely new breeds of journalism are emerging from the imaginations of news entrepreneurs: mission-driven journalism, restorative narratives, soft-advocacy journalism, solutions journalism and activist journalism.  Moreover, new media ventures are reaching out and engaging audiences in fresh, new ways, often building robust civic communications ecosystems.

In learning about media innovation, you will be part of the creative process and a contributor to these new trends.  

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Although South Africa's informal sector is small compared to other developing countries, it nevertheless provides livelihoods, employment and income for millions of workers and business owners. Almost half of informal-sector workers work in firms with employees. The annual entry of new enterprises is quite high, as is the number of informal enterprises that grow their employment. There is no shortage of entrepreneurship and desire to grow. 

However, obstacles and constraints cause hardship and failure, pointing to the need for well-designed policies to enable and support the sector, rather than suppress it. The same goes for formalisation. Recognising the informal sector as an integral part of the economy, rather than ignoring it, is a crucial first step towards instituting a 'smart' policy approach. 

The South African Informal Sector is strongly evidence- and data-driven, with substantial quantitative contributions combined with qualitative findings -- suitable for an era of increased pressure for evidence-based policy-making -- and utilises several disciplinary perspectives.

Contents page:

Part I: Orientation and international context

• Analysing the informal sector in South Africa: Knowledge and policy gaps, conceptual and data challenges 

– Frederick Fourie

• The South African informal sector in international comparative perspective: Theories, data and policies 

– Martha Chen

• The informal sector in sub-Saharan Africa: A comparative perspective 

– Katharina Grabrucker, Michael Grimm & François Roubaud

Part II: The informal sector at the national level: A quantitative picture

• The size and structure of the South African informal sector 2008–2014: A labour-force analysis

– Mike Rogan & Caroline Skinner

• Informal-sector employment in South Africa: An enterprise analysis using the SESE survey

– Frederick Fourie

• Entry into and exit from informal enterprise ownership in South Africa

– Neil Lloyd & Murray Leibbrandt

• Job-seeker entry into the two-tiered informal sector in South Africa

– Nwabisa Makaluza & Rulof Burger

• The informal sector, economic growth and the business cycle in South Africa: Integrating the sector into macroeconomic analysis 

– Philippe Burger & Frederick Fourie

• Informal-sector employment and poverty reduction in South Africa: The contribution of ‘informal’ sources of income 

– Paul Cichello & Michael Rogan

Part III: The informal sector in urban townships and rural areas

• Informal micro enterprises in a township context: A spatial analysis of business dynamics in five Cape Town localities 

– Andrew Charman & Leif Petersen

• Prospects for stimulating township economies: A case study of enterprises in two Midrand townships 

– Eddie Rakabe

• Limiting opportunities in the informal sector: The impact of the structure of the South African economy 

– Kate Philip

• Informal-sector employment in the rural non-farm economy in South Africa

– David Neves & Andries du Toit

• Employment in informal-sector agriculture in South Africa

– Ben Cousins

Part IV: Policy paradigms, statements, legislation and issues

• Evolving policy paradigms: The National Development Plan, employment and the informal sector in South Africa 

– Frederick Fourie

• Informal-sector policy and legislation in South Africa: Repression, omission and ambiguity

– Caroline Skinner

• Enabling the forgotten sector: Informal-sector realities, policy approaches and formalisation in South Africa 

– Frederick FourieC

Reviews:

"This volume embodies analytical excellence. I look forward to its impact on policymaking in South Africa and the world." -- Ravi Kanbur, Cornell University

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Business Ethics is designed to meet the scope and sequence requirements of the single-semester business ethics course. This title includes innovative features designed to enhance student learning, including case studies, application scenarios, and links to video interviews with executives, all of which help instill in students a sense of ethical awareness and responsibility.

Summarised Contents Page:

Preface

Chapter 1 Why Ethics Matter

Chapter 2 Ethics from Antiquity to the Present

Chapter 3 Defining and Prioritizing Stakeholders

Chapter 4 Three Special Stakeholders: Society, the Environment, and Government

Chapter 5 The Impact of Culture and Time on Business Ethics

Chapter 6 What Employers Owe Employees

Chapter 7 What Employees Owe Employers

Chapter 8 Recognizing and Respecting the Rights of All

Chapter 9 Professions under the Microscope

Chapter 10 Changing Work Environments and Future Trends

Chapter 11 Epilogue: Why Ethics Still Matter

Appendix A The Lives of Ethical Philosophers

Appendix B Profiles in Business Ethics: Contemporary Thought Leaders

Appendix C A Succinct Theory of Business Ethics

Answer Key

Index

This Special Issue on “Business Models and Sustainable Development Goals (SDG)” presents five research studies that examine transformative business models designed to support the United Nations SDG Agenda for 2030. The studies examine SDGs from the firm to national levels. Every organization has a business model that defines how the organization is designed to function. It is the engine that powers an organization, defining the value proposition of the venture, how it balances resources with the ecosystem where it operates, and how it generates cash flow and creates value. Changes to an organization’s business model are recognized as a fundamental approach to implementing innovations for sustainability. The capability to transform or transition to new business models is an important source of competitive advantage, providing leverage to improve the performance of an organization. A sustainable business model includes pro-active management, monetary and non-monetary value for a broad range of stakeholders, and takes a long-term perspective. A sustainable business model is where change, success, and hope for our planet’s future rests. 

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This book presents novel research results in the dynamics of values, rationality, and power in organizations. Through this understanding, readers will gain insights and frameworks to understand others' actions within their environment. Armed with the knowledge of how values, rationality, and power influence people's actions, readers will gain tools they can use to navigate the complexity of organizations to foster wise action.

Summary of Contents page:

Introduction

Other Books by Brad C. Anderson

Educators Interested in Teaching Organizational & Managerial Wisdom

I. Chapter 1: An introduction to wisdom

II. Chapter 2: Organizational and managerial wisdom

III. Chapter 3: Critical realism -- A framework to understand organizations

IV. Chapter 4: Values

V. Chapter 5: Rationality

VI. Chapter 6: Power

VII. Chapter 7: Values and power

VIII. Chapter 8: Rationality and power

IX. Chapter 9: Values, rationality, and power -- Personal considerations

X. Chapter 10: Values, rationality, and power -- Organizational considerations

XI. Chapter 11: Tools to develop your wisdom

XII. Chapter 12: Finding the courage to act

XIII. Appendix 1: The Seniors Program

Further Reading

About the Author 

The field of ethics management grew dramatically over the last two decades in South Africa. ... One of the areas that matured significantly is ethics reporting. As ethics management is becoming more sophisticated, a greater need for more relevant and accurate reporting on the ethics performance of organisations has emerged. The Ethics Reporting Handbook is a direct response to this demand for more guidance on what needs to be reported in the process of governing and managing the ethics performance of organisations.

The Ethics Reporting Handbook is the second in the EthicsSA Handbook series. The first publication in this series was the Social & Ethics Committee Handbook. The purpose of the Handbook Series is to provide practitioners with a practical guide and reference work that can assist them in improving the ethics performance of their organisations.

EthicsSA partnered with the Institute of Internal Auditors of South Africa (IIA SA) to produce the Ethics Reporting Handbook. The field of ethics management is a multidisciplinary field in which boards of directors, board committees, ethics officers, internal auditors, external auditors, and others play an important role. 

This textbook provides an innovative, internationally oriented approach to the teaching of corporate social responsibility (CSR) and business ethics. 

Drawing on case studies involving companies and countries around the world, the textbook explores the social, ethical, and business dynamics underlying CSR in such areas as global warming, genetically modified organisms (GMO) in food production, free trade and fair trade, anti-sweatshop and living-wage movements, organic foods and textiles, ethical marketing practices and codes, corporate speech and lobbying, and social enterprise. The book is designed to encourage students and instructors to challenge their own assumptions and prejudices by stimulating a class debate based on each case study.

Table of Contents

Chapter 1 Corporations and their Social Responsibility

Chapter 2 Debating CSR: Methods and Strategies

Chapter 3 Global Warming

Chapter 4 Genetically Modified Organisms

Chapter 5 Social Entrepreneurship

Chapter 6 Marketing Ethics: Selling Controversial Products

Chapter 7 Organic Food: Healthy Alternative or Marketing Ploy?

Chapter 8 Fair Trade

Chapter 9 CSR and Sweatshops

Chapter 10 Corruption in International Business

Chapter 11 Corporations and Politics: Citizens United

Chapter 12 Animal Rights and CSR

A higher purpose is not simply about profit. Symbolising the motivations of our actions and efforts, it reflects something much more aspirational and contributes to our global society.

This open access book offers novel solutions to ensure employees support a wider organizational meaning whilst guaranteeing that the company benefits from the employee’s individual sense of purpose. Advocating a shift from previous models and theories, this book contributes to debate and offers insight for both scholars and practitioners. The chapters bring together academic rigour and practical models to help readers distinguish between the fads and influential strategies.

Exploring the development of purpose at each level of business, from strategy and leadership to communication, this book avoids theoretical jargon and provides new approaches to building sustainable purpose-driven organizations. 

Business Finance Essentials is a text designed to provide students with an opportunity to learn the fundamentals of business finance without the additional cost of a textbook. This book has been developed with over a decade of classroom use in both face-to-face and online classes at Pittsburg State University. The goal was to create a resource to introduce students to the important elements that go into financial decision making which applies to corporations and their own personal lives in a simple framework. Whether it is learning about time value of money, bonds, capital budgeting or retirement planning, this book should make that process as straight-forward as possible.

With the explosion of Open Educational Resource materials over the past few years, we saw this as a tool that could be made available to faculty as a launching point for their courses. Using a Creative Commons license that allows users to modify it to their needs with their own additions or through adding other resources, it is intended as not the final product, but the starting point. We hope that this process will keep the material current and flexible enough to help students gain not only a better grasp of finance, but also an interest in the field.

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Our Principles of Accounting textbook (vol. 1 & 2) adheres to the scope and sequence requirements of accounting courses nationwide. We have endeavored to make the core concepts and practical applications of accounting engaging, relevant, and accessible to students. 

Contents page:    (for Volume 1: Financial Accounting)

Chapter 1: The Role of Accounting in Society

Chapter 2: Introduction to Financial Statements

Chapter 3: Analyzing and Recording Transactions

Chapter 4: The Adjustment Process

Chapter 5: Completing the Accounting Cycle

Chapter 6: Merchandising Transactions

Chapter 7: Accounting Information Systems

Chapter 8: Fraud, Internal Controls, and Cash

Chapter 9: Accounting for Receivables

Chapter 10: Inventory

Chapter 11: Long-Term Assets

Chapter 12: Current Liabilities

Chapter 13: Long-Term Liabilities

Chapter 14: Corporation Accounting

Chapter 15: Partnership Accounting

Chapter 16: Statement of Cash Flows

Our Principles of Accounting textbook (vol. 1 & 2) adheres to the scope and sequence requirements of accounting courses nationwide. We have endeavored to make the core concepts and practical applications of accounting engaging, relevant, and accessible to students. 

Contents page:      (for Volume 2: Managerial Accounting)

Chapter 1: Accounting as a Tool for Managers

Chapter 2: Building Blocks of Managerial Accounting

Chapter 3: Cost-Volume-Profit Analysis

Chapter 4: Job Order Costing

Chapter 5: Process Costing

Chapter 6: Activity-Based, Variable, and Absorption Costing

Chapter 7: Budgeting

Chapter 8: Standard Costs and Variances

Chapter 9: Responsibility Accounting and Decentralization

Chapter 10: Short-Term Decision-Making

Chapter 11: Capital Budgeting Decisions

Chapter 12: Balanced Scorecard and Other Performance Measures

Chapter 13: Sustainability Reporting

Business and Financial Mathematics introduces students to the ideas, concepts, and applications of the mathematics of business and finance.  Topics include the mathematics of merchandising, cost-volume-profit analysis, simple and compound interest, annuities, loans, bonds, and business investment decisions.  

The book is written at an introductory level, designed for students studying business, finance, or other related areas.  

The text emphasizes the understanding and application of technology, in the form of a financial calculator, to solve problems, but some knowledge of algebra is required.

Contents Page: 

Acknowledgements

About this Book

Changes from Adapted Sources

I. Mathematics of Merchandising

1.1 Discounts

1.2 Invoices, Terms of Payments, and Cash Discounts

1.3 Markup

1.4 Markdown

1.5 Working with Discounts, Markup, and Markdown

1.6 Review Exercises

1.7 Chapter Summary

II. Cost-Volume-Profit Analysis

2.1 Cost-Volume-Profit Analysis Terminology

2.2 Revenue and Cost Functions

2.3 Contribution Margin

2.4 Contribution Rate

2.5 Review Exercises

2.6 Chapter Summary

III. Simple Interest and Its Applications

3.1 Simple Interest: Principal, Rate, Time

3.2 Simple Interest: Maturity Value

3.3 Savings Accounts And Short-Term Guaranteed Investment Certificates

3.4 Treasury Bills and Commercial Papers

3.5 Demand Loans

3.6 Review Exercises

3.7 Chapter Summary

IV. Compound Interest

4.1 Compound Interest Terminology

4.2 Calculating the Future Value

4.3 Calculating the Present Value

4.4 Equivalent Payments

4.5 Calculating the Interest Rate

4.6 Calculating the Term

4.7 Effective and Equivalent Interest Rates

4.8 Review Exercises

4.9 Chapter Summary

V. Annuities

5.1 Fundamentals of Annuities

5.2 Future Value of Annuities

5.3 Present Value of Annuities

5.4 Calculating the Payment

5.5 Calculating the Term of an Annuity

5.6 Calculating the Interest Rate for an Annuity

5.7 Deferred Annuities

5.8 Perpetuities

5.9 Review Exercises

5.10 Chapter Summary

VI. Loans and Mortgages

6.1 Amortization Schedules

6.2 Calculating the Principal and Interest Components of a Loan Payment

6.3 Calculating the Final Payment

6.4 Mortgages

6.5 Review Exercises

6.6 Chapter Summary

VII. Bonds and Sinking Funds

7.1 Bond Terminology

7.2 Calculating the Purchase Price of a Bond on an Interest Payment Date

7.3 Calculating the Yield Rate

7.4 Bond Schedules

7.5 Quotation of Bonds

7.6 Sinking Funds

7.7 Review Exercises

7.8 Chapter Summary

VIII. Business Investment Decisions

8.1 Net Present Value

8.2 Internal Rate of Return

8.3 Review Exercises

8.4 Chapter Summary

Versioning History

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

This text has been adapted from the following resources:

• Business Math: A Step-by-Step Handbook (2018, Revision A) by J. Olivier, under a CC BY-NC-SA License.

• Business Precalculus by D. Lippman, under a CC BY-SA 3.0 United States License.

Summarised Contents Page: 

Acknowledgements

Attributions

I. Main Body

1. Review of the Basics

2. General Business Management Applications

3. Human Resources and Economic Applications

4. Marketing Applications

5. Accounting Applications

6. Simple Interest

7. Functions and Lines

8. Systems of Equations and Linear Programming

9. Polynomial and Rational Functions

10. Exponential and Logarithmic Functions

11. Finance

++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Business Math: a step-by-step handbook was written to meet the needs of a twenty-first century student. It takes a systematic approach to helping students learn how to think and centers on a structured process termed the PUPP Model (Plan, Understand, Perform, and Present). This process is found throughout the text and in every guided example to help students develop a step-by-step problem-solving approach.

This textbook simplifies and integrates annuity types and variable calculations, utilizes relevant algebraic symbols, and is integrated with the Texas Instruments BAII+ calculator. It also contains structured exercises, annotated and detailed formulas, and relevant personal and professional applications in discussion, guided examples, case studies, and even homework questions.

Relevance:

As educators, we constantly hear, “…and when will I ever use that in my life?” This textbook demonstrates to students both personal and professional applications in discussions, guided examples, case studies, and even their homework questions:

1. On a personal level, students are shown realistic scenarios, companies, and products that they commonly are exposed to. It is always easier to learn something when students can relate to it.

2. On a professional level, this textbook demonstrates business situations in different business fields so that students can see applicability regardless of their chosen career path. Whether students are planning on becoming accountants or marketers, there are applications to be found in this textbook.

Table of Contents:

Licensing

Textbook Features

A Note on Rounding Rules

About The Author

1: Succeeding in Business Mathematics (How To Use This Textbook)

• 1.0: Introduction

• 1.1: What Is Business Math?

• 1.2: How Can I Use The Features Of This Book To My Advantage?

• 1.3: Where Do We Go From Here?

• 1.4: Rounding Rules (Appendix 1)

• 1.E: Succeeding in Business Mathematics (Exercises)

2: Back To The Basics (Shoulder Check)

• 2.0: Introduction

• 2.1: Order of Operations (Proceed In An Orderly Manner)

• 2.2: Fractions, Decimals, and Rounding (Just One Slice Of Pie, Please)

• 2.3: Percentages (How Does It All Relate?)

• 2.4: Algebraic Expressions (The Pieces Of The Puzzle)

• 2.5: Linear Equations - Manipulating and Solving (Solving the Puzzle)

• 2.6: Natural Logarithms (How Can I Get That Variable Out of the Exponent?)

• 2.S: Summary

• 2.E: Back To The Basics (Exercises)

3: General Business Management Applications (Get Your Motor Running)

• 3.0: Introduction

• 3.1: Percent Change (Are We Up Or Down?)

• 3.2: Averages (What Is Typical?)

• 3.3: Ratios, Proportions, and Prorating (It Is Only Fair)

• 3.S: Summary

• 3.CS: Case Study (Forecasting Future Sales)

• 3.E: General Business Management Applications (Exercises)

4: Human Resources and Economic Applications (It's All about the People)

• 4.0: Introduction

• 4.1: Gross Earnings (Off to Work You Go)

• 4.2: Personal Income Tax (The Taxman Taketh)

• 4.3: Indexes (The Times Are Changing)

• 4.S: Summary

• 4.CS: Case Study-Payroll Planning

• 4.E: Human Resources and Economic Applications (Exercises)

5: Marketing and Accounting Fundamentals (Keeping Your Nose above Water)

• 5.0: Introduction

• 5.1: Cost-Revenue-Net Income Analysis (Need to Be in the Know)

• 5.2: Break-Even Analysis (Sink or Swim)

• 5.S: Marketing and Accounting Fundamentals (Summary)

• 5.CS: Case Study: Forecasting the Impact of Revenue and Cost Changes

• 5.E: Marketing and Accounting Fundamentals (Exercises)

6: Marketing Applications (What Is It Going to Cost Me?)

• 6.0: Introduction to Marketing Applications

• 6.1: Figuring Out the Cost - Discounts (How Much?)

• 6.2: Markup- Setting the Regular Price (Need to Stay in Business)

• 6.3: Markdown: Setting the Sale Price (Everybody Loves a Sale)

• 6.4: Merchandising (How Does It All Come Together?)

• 6.S: Summary

• 6.CS: Case Study (Making a Profitable Product Selection)

• 6.E: Marketing Applications (Exercises)

7: Accounting Applications

• 7.0: Introduction

• 7.1: Sales Taxes

• 7.2: Property Taxes

• 7.3: Exchange Rates and Currency Exchange

• 7.4: Invoicing - Terms of Payment and Cash Discounts

• 7.S: Summary

• 7.CS: Case Study - Completing Summary Financial Reports

• 7.E: Accounting Applications (Exercises)

8: Simple Interest- Working With Single Payments and Applications

• 8.0: Introduction

• 8.1: Principal, Rate, Time

• 8.2: Moving Money Involving Simple Interest

• 8.3: Savings Accounts And Short-Term GICs

• 8.4: Application - Promissory Notes

• 8.5: Application - Loans

• 8.6: Application - Treasury Bills and Commercial Papers

• 8.S: Summary

• 8.CS: Case Study - Managing A Company's Investments

• 8.E: Simple Interest- Working With Single Payments and Applications (Exercises)

9: Compound Interest- Working With Single Payments

• 9.0: Introduction

• 9.1: Compound Interest Fundamentals

• 9.2: Determining the Future Value

• 9.3: Determining the Present Value

• 9.4: Equivalent Payments

• 9.5: Determining the Interest Rate

• 9.6: Equivalent and Effective Interest Rates

• 9.7: Determining the Number of Compounds

• 9.S: Summary

• 9.CS: Case Study - Exploring Different Sources Of Compound Financing

• 9.E: Compound Interest- Working With Single Payments (Exercises)

10: Compound Interest- Applications Involving Single Payments

• 10.0: Introduction

• 10.1: Application - Long-Term GICs

• 10.2: Application - Long-Term Promissory Notes

• 10.3: Application - Savings Bonds

• 10.4: Application - Strip Bonds

• 10.5: Application - Inflation, Purchasing Power, and Rates Of Change

• 10.S: Summary

• 10.CS: Case Study - How Much Interest Is Really Earned?

• 10.E: Compound Interest- Applications Involving Single Payments (Exercises)

11: Compound Interest- Annuities

• 11.0: Introduction

• 11.1: Fundamentals of Annuities

• 11.2: Future Value Of Annuities

• 11.3: Present Value Of Annuities

• 11.4: Annuity Payment Amounts

• 11.5: Number Of Annuity Payments

• 11.6: Annuity Interest Rates

• 11.S: Summary

• 11.CS: Case Study - Developing Product Payment Plans

• 11.E: Compound Interest- Annuities (Exercises)

12: Compound Interest- Special Applications Of Annuities

• 12.0: Introduction

• 12.1: Deferred Annuities

• 12.2: Constant-Growth Annuities

• 12.3: Perpetuities

• 12.4: Leases

• 12.5: Application - How To Purchase A Vehicle

• 12.6: Application - Planning Your RRSP

• 12.S: Summary

• 12.CS: Case Study - Should You Go On Strike?

• 12.E: Compound Interest- Special Applications Of Annuities (Exercises)

13: Understanding Amortization and its Applications

• 13.0: Introduction

• 13.1: Calculating Interest and Principal Components

• 13.2: Calculating the Final Payment

• 13.3: Amortization Schedules

• 13.4: Special Application - Mortgages

• 13.S: Summary

• 13.CS: Case Study - Cash Or Credit?

• 13.E: Understanding Amortization and its Applications (Exercises)

14: Bonds and Sinking Funds

• 14.0: Introduction

• 14.1: Determining the Value of a Bond

• 14.2: Calculating a Bond’s Yield

• 14.3: Sinking Fund Schedules

• 14.4: Debt Retirement and Amortization

• 14.S: Summary

• 14.CS: Case Study - Financing An Acquisition Through Bonds

• 14.E: Bonds and Sinking Funds (Exercises)

15: Making Good Decisions

• 15.0: Introduction

• 15.1: Net Present Value

• 15.2: Other Measures For Making Decisions

• 15.S: Summary

• 15.CS: Case Study - Choosing a New Supplier

• 15.E: Making Good Decisions (Exercises)

16: Appendices

• 16.1: Exercise Solutions (Appendix A)

• 16.2: Bibliography

• 16.3: Rounding Rules

• 16.4: Formula Sheet

• 16.NS: Notation Summary

Index

Glossary

Detailed Licensing

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Introductory Business Statistics is designed to meet the scope and sequence requirements of the one-semester statistics course for business, economics, and related majors. Core statistical concepts and skills have been augmented with practical business examples, scenarios, and exercises. The result is a meaningful understanding of the discipline, which will serve students in their business careers and real-world experiences. 

Overview: 

This textbook is meant to accompany a course on Business Computer Information Systems. it covers the history and contemporary state of affairs, and goes in depth on Microsoft Excel uses and functions.

Table of Contents:

Concepts Chapter 1 - Thriving in a Technology-Rich World

• 1.1 Tech Is Everywhere

• 1.2 The Five Forces Of Competition

• 1.3 Netflix: Tech and Timing

Concepts Chapter 2 - Business Ethics & Civility

• 2.1 Being a Professional of Integrity

• 2.2 Ethics and Profitability

• 2.3 Civility Matters

Concepts Chapter 3 - Computers: Faster, Cheaper, Everywhere

• 3.1 Influential Figures

• 3.2 Key Computer Components

• 3.3 Beyond Moore’s Law

Concepts Chapter 4 - Information Systems to Enhance Business

• 4.1 Business Process (Re)Design

• 4.2 Costs Beyond the Price Tag

• 4.3 Where Does The Data Come From?

Concepts Chapter 5: The Net, The Web, & The Digital Divide

• 5.1 The Internet

• 5.2 The Web

• 5.3 The Last Mile: The Digital Divide

End of Chapter Quiz

Concepts Chapter 6 - Databases

• 6.1 Data, Information, and Knowledge

• 6.2 Data Warehouses and Data Marts

• 6.3 The Business Intelligence Toolkit

Excel Chapter 1 – Fundamental Skills

• 1.1 Overview of Microsoft Excel

• 1.2 Entering, Editing, and Managing Data

• 1.3 Formatting and Data Analysis

1.4 Chapter Practice

1.5 Chapter Assessment

Excel Chapter 2 – Formulas, Functions, Cell References

• 2.1 Formulas

• 2.2 Creating & Auditing Complex Formulas

• 2.3 Mathematical & Statistical Functions

• 2.4 Sorting Data

2.5 Chapter Practice

2.6 Chapter Assessment

Excel Chapter 3 – Building More Complex Formulas

• 3.1 More Ways to Use Formulas and Functions

• 3.2 The IF Function

• 3.3 The VLOOKUP Function

• 3.4 Conditional Formatting

3.5 Chapter Practice

3.6 Chapter Assessment

Excel Chapter 4 – Presenting Data with Charts

• 4.1.A: Choosing a Chart Type: Line Charts

• 4.1.B: Choosing a Chart Type: Column Charts

• 4.1.C: Choosing a Chart Type: Pie Chart

• 4.1.D: Choosing a Chart Type: Stacked Column Chart

• 4.2 Formatting Charts

• 4.3 The Beauty of Data Visualization

4.4 Chapter Practice: U.S. EIA Crude Oil Imports

4.5 Chapter Assessment

Excel Chapter 5 – Excel Tables

• 5.1 Table Basics

• 5.2 Filtering & Slicers

• 5.3 Subtotals & Grand Totals

5.4 - Practice 1: YouTube Top 30

5.4 - Practice 2: Tourism Data

5.4 - Practice 3: Airfare Data

5.4 - Practice 4: Audible Data

5.5 Chapter Assessment

Excel Chapter 6: PivotTables & PivotCharts

• 6.1 Creating PivotTables

• 6.2 Sort & Filter PivotTable Data

• 6.3 PivotCharts

6.4 College Scorecard Chapter Assessment

6.5.A: Chapter Practice 1: EIA Imports Data

6.5.B Chapter Practice 2: CFPB Complaint Data

6.5.D Chapter Practice 4: Taxpayer Returns Data Analysis

6.5 Fashion Data Practice

CFPB H5P

Excel Chapter 7 – Multiple Sheet Files

• 7.1 Multiple Sheet Basics

• 7.2 Formulas with 3-D References

• 7.3 Templates

7.4 Chapter Practice

7.5 Chapter Assessment

Excel Chapter 8: Advanced Logic & Conditional Functions

• 8.1 The IF Function (Refresher)

• 8.2 Nested IF Functions

• 8.3 NESTING AND, OR, NOT FUNCTIONS INSIDE AN IF FUNCTION

• 8.4 Conditional Functions

8.5 Chapter Assessment

Excel Chapter 9: Functions for Personal Finance

• 9.1 The PMT (Payment) Function for Loans

• 9.2 The PMT (Payment) Function for Leases

• 9.3 Creating a Budget Summary Worksheet

9.4 Chapter Practice

9.5 Chapter Assessment

Excel Chapter 10: Integrating Microsoft Office Suite Applications

• 10.1 Cleaning And Restructuring Data In Excel

• 10.2 Mail Merge

• 10.3 Integrating Excel® with Word® and PowerPoint®

Data File

10.4 Chapter Practice

Appendix

MIS Terms Concepts

Excel Definitions and Terms

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This book introduces students to the concept of information systems, the components of information systems, their application to business, and the impacts of their use on business and society. This book is written as an introductory text, meant for those with little or no experience with computers or information systems.

While sometimes the descriptions can get a bit technical, every effort has been made to convey the information essential to understanding a topic while not getting overly focused in detailed terminology. The text is organized into thirteen chapters, and then divided into sub-chapters by concept or topic (See below).

Note: This edition provides a Canadian context and examples.

Table of Contents:

Acknowledgements

About this Book

Changes from Previous Edition

Chapter 1: Information Systems

1.1. Chapter Introduction

1.2. Information Systems

1.3. Information Systems Components

1.4. The Role of Information Systems

1.5. Technology in Professions

1.6. People and Information Systems

1.7. Information Systems in an Organization

1.8. Summary

1.9. Key Terms

1.10. Knowledge Check

Chapter 2: Technology Enabled Strategy

2.1. Chapter Introduction

2.2. Digital Business Landscape

2.3. Technology Enabled Strategy

2.4. Competitive Advantage

2.5. Competitive Strategy

2.6. The Value Chain

2.7. Porter's Five Forces

2.8. The Danger of Relying on Technology

2.9. Summary

2.10. Key Terms

2.11. Knowledge Check

Chapter 3: Hardware

3.1. Chapter Introduction

3.2. Digital Devices

3.3. Personal Computer Tour

3.4. Processing Data

3.5. Storing Data

3.6. Computer Speed factors

3.7. Input and Output Devices

3.8. Trends in Personal Computing

3.9. PC Commoditization and E-Waste

3.10. Summary

3.11. Key Terms

3.12. Knowledge Check

Chapter 4: Software

4.1. Chapter Introduction

4.2. Operating Systems

4.3. Application Software

4.4. Desktop and Enterprise Software

4.5. Mobile Software

4.6. Obtaining Software

4.7. Open Source Software

4.8. Summary

4.9. Key Terms

4.10. Knowledge Check

Chapter 5: Data

5.1. Chapter Introduction

5.2. Big Data

5.3. Databases

5.4. Database Models

5.5. Data Hierarchy

5.6. Designing a Database

5.7. Why Databases?

5.8. Database Manipulation

5.9. Summary

5.10 Key Terms

5.11. Knowledge Check

Chapter 6: Networks

6.1. Chapter Introduction

6.2. Communications Process

6.3. Networks

6.4. The Internet

6.5. A Packet's Journey

6.6. The Growth of High Speed Internet

6.7. Wireless Networking

6.8. Organizational Networking

6.9. Businesses Applications

6.10. Summary

6.11. Key Terms

6.12. Knowledge Check

Chapter 7: Systems Development

7.1. Chapter Introduction

7.2. Systems Development

7.3. Systems Development Life Cycle

7.4. Other Development Methods

7.5. Feasibility

7.6. Design

7.7. Building a Mobile App

7.8. Programming

7.9. Build vs. Buy

7.10. Implementation and Maintenance

7.11. Summary

7.12. Key Terms

7.13. Knowledge Check

Chapter 8: Security

8.1. Chapter Introduction

8.2. Cybercrime

8.3. The Information Security Triad

8.4. Tools for Security

8.5. Prevention

8.6. Detection and Security Policies

8.7. Information Security

8.8. Summary

8.9. Key Terms

8.10. Knowledge Check

Chapter 9: Impacts of Information Systems

9.1. Chapter Introduction

9.2. Information Systems Ethics

9.3. Intellectual Property and Copyright

9.4. Patents and Trademarks

9.5. Privacy

9.6. Digital Divide

9.7. Other Social Impacts

9.8. Summary

9.9. Key Terms

9.10. Knowledge Check

Chapter 10: E-Business

10.1. Chapter Introduction

10.2. Definitions

10.3. E-Commerce Advantages and Disadvantages

10.4. Online Strategy

10.5. Types of E-Commerce

10.6. E-Commerce Models

10.7. E-Commerce Technology

10.8. Blockchain and Bitcoin

10.9. Trends

10.10. Summary

10.11 Key Terms

10.12. Knowledge Check

Chapter 11: Business Process Solutions

11.1. Chapter Introduction

11.2. Business Process

11.3. Business Process Management

11.4. Information Systems

11.5. Enterprise Resource Planning

11.6. Enterprise Systems

11.7. Summary

11.8. Key Terms

11.9. Knowledge Check

Chapter 12: Decision Support

12.1. Chapter Introduction

12.2. Big Data

12.3. Managerial Decision Making

12.4. Decision Types

12.5. Decision Support Systems

12.6. Business Intelligence & Data Analytics

12.7. Data Analysis Projects

12.8. Analysis and Reporting Tools

12.9. Data Repositories

12.10. Summary

12.11. Key Terms

12.12. Knowledge Check

Chapter 13: Emerging Technology

13.1. Introduction

13.2. AI Evolution

13.3. Machines, AI & Humans

13.4. Types of AI

13.5. Machine Learning and Deep LearningN

13.6. Applications of AI

13.7. Extended Reality

13.8. Emerging Technology Trends

13.9.The Future: A Cautionary Approach?

13.10.Summary

13.11.Key Terms

13.12.Knowledge Check

Appendices

Appendix A: Video Resources

Appendix B: Instructor Slide Decks

Versioning History

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