Role of operations: Strategic role of operations management-cost leadership, good/service differentiation

Operations is any business activity that: transforms, converts, add value, process or the work in process. Strategic role of operations management is allocating resources so the business meets the customers need. Hannahs publishing house manufactures magazines and short publications. Hann se new printing technology and this affects all functions; delivering a market advantage o Cost leadership, which aims at high volume of output for the lowest price as possible at mass production o Differentitation, this is about more expensive operations due to design, innovations and features that make a good or service different.; varying the actual features, quality, add on features (auge nt on service, expertise, qualifications, quality of materials. Goods and/or services in different industries Industry Explanation Examples Primary Raw materials, Natural resources Coalmining, wheat and dairy farming Secondary Convert inputs into semi-finished or finished Manufacture steel for car industry, furniture for products timber Tertiary Service and distribution Retailers,teachers and transport Quaternary Transfer and process information Software maintanece, ecommerce Quinary Services that replace domestic tasks Restaurants. Law mowing Standardised goods and customised goods Perishable goods, intermediate goods and self service\

Interdependence with other key functions Key Function Marketing Finance HR Interdependence with operations Explanation Identifies consumers wants; develop a marketing mixDesign new products, change existing products, after sales service requirements Set financial goals for each part of operations Plan, organise, monitor and control finiancial resources Human effort at each stage of production,core and Identify non staffing needs, training and devolpment, organise core activiites staff to achieve goals.

Influences Globalisation, technology, quality expectations, cost based competition, government policies, legal regulation, and environmental sustainability Globalisation is the flow of goods, services, finance, labour and IT between nations Globalisation has led to global sourcing and this links in with the supply chain management There is also reverse engineering/imitation (Iphone) and innovation (apples marketing) Chin and Morrissey Accountants in Australia and VieAccounts Pte in Ho Chi Minh City, Vietnam has joined & internation standards have intergratred. Therefore, withspecialised training sed approach to taxation planning and taxation payments can exist. The alliance between the Australian partnership and the Ho ChiMinh City-based private company has drawn clients from Austr Vietnam, Cambodia and Laos. This standardisation of services assists with quality controls and cost management. Technology may be defined as the design, construction and/or application of innovative devices,methods and machinery uponoperations processes. At an administrative level, technologies assist with organisation, planning and decision making and are in control of operational processes. At a processing level, technologies are used in manufacturing, logistics and distribution, quality management, all aspects of inventory man ain management and sourcing In the last 8 years woolworths have made savings of $7 billion due to the new supple chain and its management, They have to replenish stock ojn sheleves, replenish stock at their warehouse er stock to their retail outlets. Technology has been the driving factor of these increased savings, Stocksmart is an IT system which manages the stock in the DC s, thus making the whole process automated. This ha o reduce their DCs from 31 to 9 regional and 2 national DCs. Quality is the totality of features and characteristics of products (goods) and services that bears its ability to satisfy stated or implied needs Quality of design ( how well it is; customers expectation), Fitness for purpose, Durability, Professionalism of service provider, Reliability of the service provider, Level of customisation Cost-based competition is derived from determining breakeven point (the level at which the firm matches total costs and total revenue) and then applying strategies to create cost advanta ors That is, they focus on reducing costs to a minimum while maintaining profit margins. Tasmanian footwear group, Blundstone, outsourced its manufacturing operations to Asia because labour costs were cheaper Businesses that reduce costs; bulk buy inputs, eliminate waste, produce standardised products for larger markets, produce high volume out put, economies of scale, use capital political decisions affect the business rules and regulations, which, in turn, directly affect the management of various key business functions Policies such as taxation rates, required materials handling practices, Occupational Health and Safety (OH&S) standards, training and rules, public health policies, environmental policies, em trade and industry policies all impact on business operations. Environmental sustainability (ecological sustainability) means that business operations should be shaped around practices that consume resources today without compromising access to those r generations. Renewable sources and reduction of non renewable sources are the two types of E-sustainabilty Operations management is affected by the rise in climate change awareness and the need for ecologically sustainable practices reduce and minimise waste; recycle water, glass, paper and metals, and reduce their carbon footprint. CSR refers to the triple bottom line; profit, social responsibility, environmental sustainability Westpac the most socially responsible bank in Aus Ethisphere Institure list of worlds most ethical companines 2010, Gold award in money magz 2010 climate leadership award, Blue ribbon list of the equal oppourtunity for women 2008-10 Only aus bank to be listed in the 2010 100 most sustainable corporations in the world Objects for 2011 are: to be a top 3 regional player in cabon markets 2013, increase % of women in senior management to 40% 2014, reduce scope 1 & 2 emissions by 20% 2013 and to help qualities. Legal compliance is when the business may be penalised when they dont abide by it; ethical responsibility is the spirit of the law Legal compliance is broken up to: Labour law, Environmental and public health, Business licensing rules, Tax, trade practices, migration,intellectual property, human rights and financial and acc Due to offshoring business are able to exploit different government regulations The international labour organisation (ILO) sets standards and ethical businesses follow them Levi strauss has developed their own environment policy which outlines that the waster water guidelines are tight, there is a reduction in greenhouse gas emissions and that they will only con es who share a similar outlook. Reebok have produced a Human rights production standards which outlines that there shall be no forced labour, fair wages and benefits, healthy environment and no child labour Operations Processes Inputs

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 Common inputs are; Labour, raw matieral, capital, energy Labour is the mental and physical efforts of employees Energy is used in the transforming process Capital- labour substitution Transformed resources are customers, materials, intermidate goods and information Transforming resources are HR and facilities Intermidate goods are goods that are transformered and are used in the transforming process External information comes from outside sources and internal sources are from inside such as KPIs and finiancial reports Employees are the most important resource for a business Facilities are the design layout, the number of facilities used, their location and their capacity Transformation processes The influence of volume,variety, variation in demand and visibility Valueadding is the prime function of the transformation process Volume refers to how much of a product is made. Volume flexibility is essential for managing lead times. Leapster frogs produced more games then consoles coming up to Christmas 2010. Al ed of shortages of consoles and instead of waiting for new stock many people bought online. Variety allows for consumer choice; this however normally is difficult toachieve in most cases. Electolux make the Electrolux, Westinghouse, and Dishlex. However if we were too look in deta ds are very similar in electronics. Variation in demand can be difficult to control is suppliers cannot supply quick enough, labour is not flexible, the capital equipment cannot adjust. Visibility or customer contact as businesses seek to satisfy customer wants and therefore produce the wants.IGN games station uses wikis and bloigs in order to review games etc and th s processes. Sequencing and scheduling- Gantt charts , critical path analysis Sequencing refers to the order in which activities in the operations process occur. Scheduling refers to the length of time activities take within the operations process Two scheduling tools are Gantt Charts and CPA Gantt chart outlines the activities that need to be performed, the order in which they should be performed and how long each activity is expected to take. Gantt charts are used for any process eps and involves a number of different activities that need to be performed o they force a manager to plan the steps needed to complete a task and to specify the time required for each task o hey make it easy to monitor actual progress against planned activities. The Critical Path Analysis (CPA) is a scheduling method or technique that shows what tasks need to be done, how long they take and what order is necessary to complete those tasks. The critical path is the shortest length of time it takes to complete all tasks necessary to complete the process or project. Technology, task design and process layout Key manufacturing technologies are robotics, computer-aided design (CAD) and computer-aided manufacturing (CAM). The benefits of robotics are; No complaints, more precise, CAD is a computerised design tool that allows businesses to create product possibilities from a series of input parameters Computer-aided manufacturing (CAM) is software used to allow the manufacturing process to become computer controlled. Treated Timber PTY LTD makes a range of furniture and they tailor it to the customers needs through the use of CAD & CAM Task design involves classifying job activities in ways that make it easy for an employee to successfully perform and complete the task. Task Design overlaps the HR function it states what needs to be done Task design -> Job descriptions -> Person specification -> Recruitment -> Selection The skills audit is a formal process used to determine the present level of skilling and any skill shortfalls that need to be made up either through recruitment or through training. Plant layout is the arrangement of equipment, machinery and staff within the facility (either a factory or an office). Obviously, the design and layout of plant (office/factory) have an impact on the of the operations function Requires physical space; Production equipment, appropriate technology, adequate stock, links, OHS 3 types of plant layouts; Process, product and fixed position The process layout is the arrangement of machines such that the machines and equipment are grouped together by the function (or process) they perform. Process production deals with hig low-volume production. In this process, each product has a different sequence of production and the production is intermittent, moving from one department to another Product production (mass production) is characterised by the manufacturing of a high volume of constant quality goods A fixed position layout is where a product remains in one location due to its weight or bulk. Mointoring, Control and improvement Monitoring is the process of measuring actual performance against planned performance Kpis: Lead times, inventory turnover,defect rates, warranty claims, process flow rates, capacity and volume rates, IT costs,direct and indirect cost analysis Control occurs when KPIs are assessed against predetermined targets and corrective action is taken if required Improvement refers to systematic reduction of inefficiencies and wastage, poor work processes and the elimination of any bottlenecks. Areas of improvement; Time, process flows, quality, cost, effiency Mototrola six sigma measures; Define, Measure,analyse, Improve, control (DMAIC) Outputs Customer service and waranties Customer service is when individual wants are met Waranties are guarntees on parts function and service after sale

Operations Strategies Performance objectives- Quality, speed, dependability, flexibility, customisation, cost Performance objectives are also known as benchmarks The PO are : Quality, speed, dependability, flexibility, customisation, cost Quality objectives are: quality of design,quality of conformance, quality of service Sony and Panasonic leading brands in electronics, and Philips and LG less quality brands have to decide on the trade off high quality high price vica versa. Speed refers to the time it takes for the production and the operations processes to respond to changes in market demand Goals for speed are: reduced wait times,shorter lead times, faster processing times Furndesign accepts orders for customised homemade furnitutre. The designs go to the senior salesperson; however the employees are forgetting to send the designs. This procedural bottlene overcome with triaining and technical bottleneck has made an alliance with another maker to send excess orders. Dependibilty as a performance objective refers to how consistent and reliable a businesses good and services are Flexibility refers to how quickly a business can adapt to the changes in the market Customisation refers to creation of individualised products to meet the specific needs of the customers. Mass customisation is a process that allows a standard mass produced item to be personally modified to customers requirements within reason. Cost as a performance object is to mimimise expenses New product or service design and devolpment Design relates to new products, ideas and innovations- usesSWOT, screen ideas with customers,basic costing and pricing Development relates to implementing and testing ideas- uses copyright, target market reaction, business feasibility Supply chain management- logistics, e-commerc, global sourcing Supply chain management (SCM) involves integrating and managing the flow of supplies throughout the inputs, transformation processes (throughput and value adding) and outputs to b the needs of customers

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 When determining which sources to use a business will do the following; assess consumer demand, determine quality of inputs, how responsive supplier is and cost Supplier rationalisation is assessing the need of the number of suppliers you have- can you make better use and reduce the number Backwards vertical intergration is purchasing suppliers through mergers and acquisitions Cost minimisation involves offshoring Fleible and responsive to change is becoming lean and reducing waste. Global sourcing is the process of offshoring to business in order to reduce costs and the concept of a global web happens. E-commerce involves the buying and selling of goods and services via the internet Businesses use B2B processes where informal arrangements are made to suppliers B2C arrangements are used as well Logistics refers to the distribution but also the transportation, use of storage warhouses and DCs, materials handling and package. Distrubution refers to how the goods and services get to the customers Transportation is important as costs for these are high and the more effective transport must be used. Storage refers to holding stock in a secure place and needs to be linkied with a responsive supply chain Warehousing is using a facilty to hold stock; however it has many costs to it DCs are used to reduce time for supply stock to retail outlets The last part of logistics is materials handling which concerns itself with is the care of the good is taken Outsourcing- advantages and disddvantages outsourcing involves the use of external providers to perform business activities. The theory behind outsourcing is that when a service is performed by an external provider that specialises in a business function, it will do so at a lower cost and with a greater effectiveness than the same task done within the business hierarchy before outsourcing, a business needs to decide if its viable to outsource. Various forms of outsourcing: creation of shared services (in house centre performs multiple jobs), use of fee for service arrangement ( basically testing outsourcing), joint ventures ( the o outsources), use of build operate transfer (working with other business) Advantages :simplification, effenciancy and cost savings, improve process capability, increased accountability, access to skills/resources lacking in the business, capacity to focus of key comp strategic benefits (avoid trade barriers, bring expertise, different time zones, strong partnership), improve to in house performance Disadvatanges: Payback periods and cost, communication and language, loss of control and security of information, Hierachies,organisation chanage and redesign, loss of corporate memory, QANTAS outsources its ITand customer management. Telstra have had bad media from outsoruicing to phillpenas ,and Holden has recievbeed criticism for receiving parts from non Australian c Technology- Leading edge and established Leading edge technology is technology that is the most advanced or innovative at any point of time. Yarra Precision engineering, decided to purchase leading edge technology in 2011 to compete with competitors. Investment in CAM & CAD allow them to be precise up to 1 micron They als new ICT software. There estimation is that the leading edge technology has costed them $5 million however they predict they will reach breakeven in 2 years. Established technology is technology that is widely accepted without question. Inventory managment0 advantages and disadvantages of holding stock, Last in first out (LIFO) and First in first out (FIFIO) and JIT Advantages of holding stock Availibilty, visibility, revenue generating, guards against uncertainty, c satisfaction Disadvantages of holding stock Needs storage space, cost of holding and handling, depends on Continued demand, freshness and quality issues, expiry dates, less efficient use o capital The three inventory valuation methods are : LIFO, FIFO, Weighted Average Cost LIFO is a method where the price of most recent items are used in calculations (overstates cost and understate gross profit) FIFO is a method where the price of the oldest items are used in calculations (Vica versa) WAC is just the price of the average of the items used in calculations JIT is just in time inventory management where a computer software automatically orders stock when needed, which reduces cost of holding and handling stock. Quality management- Quality controi, assuarance and improvemtn

quality control inspection, measurement and intervention- feeback is passed onto each stage of production quality assurance application of international quality standards- worlds best practice quality improvement total quality management and continuous improvement.- customer satisfaction is vital Quality control has predetermined standards and they aim to achieve them Poor car salesmen quality, led to loss of sales There are two aspects of quality assurance: Fitness for purpose and right first time Interantion standards- ISO 9000 Yakult a very successful business complies with voluntary international standards. Employees are regularly audited and they inspect their bottles for any defects. As well as sampling Quality improvement focuses on : TQM and continous improvement. Continionus improvement is the belief that in over time processes will be made more effective and efficient. A strategy for this is staff involvement and involoving staff in quality circles etc. Six sigma reintroduced with the business BORAL. It aims to have a perfect rate of 99.9997%. It uses typical quality management techniques. Usually wht happens is that a group of staff are train sigma and they teach it to the rest. Boral distributes construction material in NSW and Victoria. Boral claim that six sigma helped achieve a profit of $5milion in just the first year. They en employees to undertake six sigma training and everyone was enthusstic about it. TQM is a holistic approach and becomes both a commitment and a responsibility for the employees. Four parts to TQM are : bechmarking, employee empowerment, customer orientated and imporovement. Overcoming resistance to change- financial costs, purchasing new equipment, redundancy payments, retraining, reorganisning plant layout, inertia Resistenace to change comes from 2 sources; financial and psychological Financial costs To reamin competitive a business must change and this incurs cost Purchasing new equipment Purchasing latest machinery, computer hardware and software, technologyd Redundancy payments Downsizing due to outsourcing or quality improvements leads to staff reduc payout s to them Retraining Retained employees will need to learn new skills such as knowledge/unde of software or multiskilling Reorganising plant layout Improved supply chain or technological improvements mean new proces and new flows between stages Inertia Forces within the business that resist change and prefer the way thingfs wer Kurt Lewins unfreeze/change/freeze model, has 3 steps; Unfreezing( preparing for change), Change ( new behaviours) and refreezing ( reinforcing change) John kotters 8 step model is : 1.Establish a sense of necessity. 2. Form a guiding group. 3.Create a vision. 4. Communicate the vision. 5. Empower people to fufil the vision. 6.recog reward achievements. 7. Consolidate improvements. 8. Institionalise the changes. Global factors- global sourcing, economies of scale, scaning and learning, r&D Global sourcing Acquring raw materials, human resources from the best/cheapest lo around the world Economies of scale Expanding the scale of operations into countries where the it allows the the produce cheaper Scanning and learning Continually checking and changing the business due to trends in mar

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 CASESTUDIES Innovation: 3M

R&D

consumer demad Finding ways to introduce new products or innovation

3M prides itself on being a customer-focused organisation. We understand our customers expectations and make sure that we exceed their expectationsLoyal customers stay with you, are more recepti products and recommend you to others. The customer-focused organisation is an important part of continuous improvement and Total Quality Management (TQM). A TQM organisation consists of a number of interdependent internal stakeh customers. These individuals, groups, departments and units supply to, and rely on, another individual, group, department or unit within that same organisation. These internal customers combine to impro throughout all processes and create better quality output for the end-users; the external customers. This philosophy of 3M applies equally to internal customers, demonstrated through the interdependence technology platforms and diverse global operations; as well as to external customers. 1. Innovation in goods and services occurs when new and improved goods and services are developed or where new found for existing goods or services. 2. Innovation in operational processes occurs when organisations implement significant positive change in their methods of production of goods and/or services. 3M desc four fundamental reasons driving innovation as; personal satisfaction, competitiveness, growth and survival. To support innovation, 3M allocates 6-7 percent of its entire sales revenue ($1.4b in 2008) to rese development. This heavy investment also means that staff can devote 15 percent of their work time to self-directed projects. It is no surprise that the company was ranked Worlds 4th Best R&D Company One of the most celebrated aspects of 3Ms entrepreneurial workplace culture is the 15 percent rule that encourages employees to explore and work together to generate ideas. Product development is driv cross-fertilisation of ideas and new technologies shared across the entire company. Products belong to divisions, but technologies and ideas belong to the company. 3M has developed six principles of inno support this culture. Since the early 1980s 3M has worked collaboratively with DFAT to deliver a series of unique laminates that secure the data page against fraudulent alteration. The data page contains th personal details, signature and facial image. To manufacture security laminates, 3M leverages a range of core technologies and processes including adhesives, vapour coat processing, optics, mou specialty materials. In the early 1980s, the practice was to adhere a photograph of the passport holder to the data page and cover it with a security laminate. While best practice at the time, it was open to t fraudulent photo substitution. DFAT, in partnership with 3M, innovatively applied advances in digital printing technology to issue a passport with a colour facial image and signature digitally printed into the pa world first in passports. In 2003, the next generation of 3M laminate allowed DFAT to add the first floating image technology seen on passports. Lasers were used during manufacture to create images of k and emus within the laminate that appear to float above and sink below the surface as the page is viewed from different ang les. In 2009, the 3M laminate was redesigned and enhanced to incorporate a co Australian wave pattern visible only under UV light. Today, this is one of the key features used by border control authorities to validate the integrity of the passport. lthough a technologically-oriented com feels that its success stems from the quality of its people. 3M has a diverse global workforce of naturally inquisitive and highly-trained technical specialists that is supported throughout the entire corpora progressive and people-centred management philosophy Logistics: Australia post

Australia Post's traditional market focused purely on its legal responsibility to provide a domestic and international letter service for Australia. However, increased use of e-communication has meant a drop in both personal and business letter writing - a contract can now be sent to its recipient via e-mail rather than by postPost Logistics identified the need for the provision of a complete end-to-end-supply chain capability that would ensure greater efficiency in the warehousing and distribution of goods for business customers of Australia Post. This is called third-party logistics. In this business model, Post Logistics can be responsible for processing the order and payment, storing the goods (warehousing), picking and sending the order (fulfilment), or any combination of these processes. In response to this need, Post Logistics has developed its strategic goal: To manage our customers' supply chains from the point of manufacture to the point of consumption. . Post Logistics also manages stock levels, ensuring there is always stock available for customers and deals with all the invoicing and bill payment. They are able to devolve responsibility with confidence to an organisation with a proven track record of success. Therefore the company does not have to develop effective processes themselves, saving time and moneyDealing with just one company to manage the entire supply chain is more efficient, No need to invest money in new technology, a transport fleet, and personnel, Outsourcing the supply chain gives Australia Post's customers the time and money to focus on other areas of their business,Post Logistics has complete national coverage. These are some of the ways in which Australia Post is developing its business:

Offering broader services with the assistance of its distribution partners (joint ventures) Leveraging existing capabilities and products Developing new solutions for Australian businesses.

These strategies will allow Post Logistics to achieve its two main goals:

To build a profitable domestic logistics customer base; and To expand its operations internationally. Post Logistics and Australia Post's other businesses use proven technology-enabled applications to manage their logistics operations. A number of different systems are integrated together, allowing orders to be placed, sent out, and relevant invoices processed, whilst keeping track of exactly what stock is held in the warehouses. For example, when an order is placed, the goods are given a unique label number containing a barcode, a reference/invoice number and a consignment number. This bar code is scanned using a hand held portable data terminal. The order is automatically routed to the warehouse management system for same day processing. Post Logistics picks up the order, loads it onto the truck, transports it to the customer and unloads it, using electronic barcode scanning to track orders through the process and feed information on stock levels back to the customer. Once unloaded, an electronic signature is taken on the handheld portable data terminal as proof of delivery and this proof of delivery is loaded onto the system.

The use of scannable barcodes allows information to be fed back to the customer at key nominated tracking points and stock and sales reports to be automatically generated. In addition, customers can access reports showing exactly where the order is in the process, allowing customers to access real-time delivery information and to find out exactly where their orders are. Australia Post has developed a partnership with China Post to establish a mutually beneficial commercial relationship. The joint venture is called Sai Cheng Logistics International, meaning 'exceed', 'surpass', 'honest' and 'sincere'. Effective supply solutions to China and other countries are essential for Australia's economy. In order for Australian companies to expand internationally, they need access to cost-effective global supply solutions for them to be able to afford to export goods overseas and remain competitive price-wise. In the same manner, the ability to manufacture goods, or buy certain raw materials abroad, gives Australian consumers more choice and access to cheaper goods. The 'one-stop-shop' philosophy allows Australian companies to improve their operating efficiency whilst expanding their business. With China becoming an increasingly important economic player in our region, Post Logistics has gained an important foothold in a growth market and is helping other Australian companies to do the same. Ernst and young:The word 'culture' is one that is often used but not always understood. A company's culture is not tangible. It cannot be picked up and physically examined. Rather, it's 'the way we do things round here' and refers to the pattern of beliefs and behaviours that shape the work environment. It forms the link between an organisation's vision and its employees' adoption of that vision. A high-performance culture requires the employees to understand the organisation's purpose, strategy and values and bring them to life on a daily basis to build a desired culture through appropriate support, dedication and commitment. Ernst & Young has a life long learning and development framework that provides technical and personal development that supports each person's career advancement.In addition, new recruits have a Buddy; a person they can turn to for information about working at the firm. From day one, the Buddy will provide helpful tips, such as what to wear to work, how to book a meeting room - even where to get the best coffee. In addition, recruits are assigned a Counsellor. This is a person in their team or Business Unit who is responsible for helping them manage their workload, review their performance and co-plan their professional development.By creating value and confidence for its people, Ernst & Young also creates value and confidence for its clients by offering a wide range of services to help businesses capitalise on growth opportunities, improve financial performance and risk management.One way it does this is by its use of knowledge management. Ernst &

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Young's vast knowledge-sharing environment means that employees have access to the expertise of more than 114,000 colleagues globally. Access to benchmarks, business news, methodologies, plans and work papers allow employees to provide quality service for their clients. At the same time, it enhances the employees' skills base and moves their careers forward. By sharing knowledge, new recruits develop their skills at a very fast pace and it gives them a competitive edge by enabling them to build strong and lasting relationships with their clients. Often, an Ernst & Young advisor ends up being an extension of the client's own employees. Ernst & Young's Values Statement affirms that it recognises:

People who demonstrate integrity, respect and teaming People with energy, enthusiasm and the courage to lead People who build relationships based on doing the right thing.

Employees who exhibit these values are acknowledged and rewarded in a variety of ways. The Chairman's Values Award, for instance, gives employees the chance to use their voice to recognise colleagues at all levels who demonstrate the firm's values on a daily basis.Working for an organisation that recognises social responsibility is a high priority for many employees and is demonstrated by putting values into action. Ernst & Young takes its corporate citizenship duties seriously and has established the Ernst & Young Foundation.Ernst & Young Australia is committed to operating its business in a responsible manner, seeking to increase and maximise the firm's positive impact on the community, environment and marketplace in which it operates and to minimise any negative impact.The Ernst & Young Foundation (EY Foundation) is the firm's key mechanism to manage, and make a positive impact on the communities in which it operates. The Foundation was formed in 2004, and aims to make a difference in local communities by encouraging Ernst & Young people to work together with local community organisations and charities.This is done through financial support, pro bono work and encouraging and supporting people to donate their time and skills to those who need it most.The firm also provides education based mentoring programs and scholarships in disadvantaged communities through its association with The Smith Family and involvement in the Australian Business Community Network.

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