Game Shop Inc Case Study

Game Shop, Inc. founded in 2002 and is one of the largest video game service companies. They also provide services like dubbing, menu creation and audio enhancement. GSI was divided into 17 business units. GSI had a reputation of both production quality and tackle different projects. The project managers of GSI were responsible for managing customer projects from start to end. They lacked the technical and financial background. There were also some issues in GSI which include accuracy and timeliness. These were causing problems to customers because they were expecting better and accurate invoices and also within the time period. David was assigned to improve the billing system in GSI. He identified the issues and worked on the controls that were missing. These issues were categorized as process, customer and management issues. David also developed Billings Scorecard to provide better visibility about billing performance. Detention meeting were also held in which the participants discussed about the accrual in detail to determine what was causing a delay. P-CARS was another motivational tool which was used to identify broken procedures and software glitches. This determined the errors in the process and also tells who is responsible for what and what measures can be taken. Eventually billing error rates started to drop down and David started showing better results for GSI.

The product quality control of Game Shop, Inc. was better than its billing performance because there were number of controls in place to make sure that these controls work best at any point of time. There were no set of controls for the billing process, neither the managers have a specific written instruction for billing and they also did not know to use it. Also the GSI’s project managers did not have the financial background which was required for the billing processes. The top management was more focused on ensuring that their products were shipped and the production of products. They ignored the importance of billing process which resulted in several flaws