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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
PERFORMANCE EVALUATION REPORT, QUARTER 1 PAGE 1
*****************************************************************************
+------+------Industry ------+
| Firm 7 | Worst Average Best |
------+------+------+
FINANCIAL | | |
Net Income to Revenues | 10.0%| 9.6% 9.9% 10.1%|
Change in Net Income to Revenues | 0.0%| 0.0% 0.0% 0.0%|
------+------+------+
OPERATIONAL | | |
Fill Rate | 100.0%| 100.0% 100.0% 100.0%|
Forecasting Accuracy | 100.0%| 100.0% 100.0% 100.0%|
CSR Turnover | 9.7%| 10.6% 8.7% 5.8%|
CSR Cost/Call | 78.3 | 80.8 78.9 77.8 |
------+------+------+
CUSTOMER | | |
Change in Market Share | 0.0%| 0.0% 0.0% 0.0%|
Customer Satisfaction | 27.9%| 27.8% 28.0% 28.3%|
------+------+------+
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
CORPORATE P&L STATEMENT, QUARTER 1 PAGE 2
*****************************************************************************
All Services Service 7-1 Service 7-2
------
Sales Volume 76,755 47,326 29,429
Unfilled Orders 0 0 0
Price 236 150 375
Revenues 18,134,775 7,098,900 11,035,875
- Variable Costs 3,181,137 1,135,824 2,045,313
- Order Processing 767,550 473,260 294,290
------
Gross Margin 14,186,088 5,489,816 8,696,272
Gross Margin % 78.2% 77.3% 78.8%
Fixed & Other Costs:
Administrative O/H 600,000 300,000 300,000
Call Center Service 541,284 370,644 170,640
Consulting Fees 0
Corporate O/H 1,000,000
Forecast Inaccuracy 0 0 0
Information Technology 1,000
Introductions 0
Marketing 2,400,000 1,200,000 1,200,000
Marketing Creative 0 0 0
Price Changes 0 0 0
Reconfiguration 0
Research Studies 0
Service Salaries 2,925,000 1,462,500 1,462,500
Service O/H 2,925,000 1,462,500 1,462,500
Service Hire&Fire 162,000 81,000 81,000
Unfilled Handling 0
Total Fixed & Other 10,554,284 4,876,644 4,676,640
------
Operating Income 3,631,804 613,172 4,019,632
------
Non-Operating Income 0
Taxes -1,815,902
======
Net Income 1,815,902
======
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE 7-1 P&L STATEMENT, QUARTER 1 PAGE 3
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------
Active? Yes Yes Yes
Sales Volume 47,326 16,443 11,843 19,040
Unfilled Orders 0 0 0 0
Price 150 150 150 150
Revenues 7,098,900 2,466,450 1,776,450 2,856,000
- Variable Costs 1,135,824 394,632 284,232 456,960
- Order Processing 473,260 164,430 118,430 190,400
------
Gross Margin 5,489,816 1,907,388 1,373,788 2,208,640
Gross Margin % 77.3% 77.3% 77.3% 77.3%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 370,644 128,796 92,646 149,202
Forecast Inaccuracy 0 0 0 0
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 0 0 0 0
Service Salaries 1,462,500 481,500 508,500 472,500
Service O/H 1,462,500 481,500 508,500 472,500
Service Hire&Fire 81,000 27,000 27,000 27,000
Total Fixed Costs 4,876,644 1,618,796 1,636,646 1,621,202
------
Operating Income 613,172 288,592 -262,858 587,438
======
Sales Volume Forecast 16,443 11,843 19,040
Service: CSR Salary $/Month 3,000 3,000 3,000
Service: CSR Hiring&Firing 9 9 9
Service: CSR Maximum Capacity Limit 95 95 95
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 37 37 37
Service 7-1 Configuration: H446320
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE 7-2 P&L STATEMENT, QUARTER 1 PAGE 4
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------
Active? Yes Yes Yes
Sales Volume 29,429 12,894 9,814 6,721
Unfilled Orders 0 0 0 0
Price 375 375 375 375
Revenues 11,035,875 4,835,250 3,680,250 2,520,375
- Variable Costs 2,045,313 896,132 682,072 467,109
- Order Processing 294,290 128,940 98,140 67,210
------
Gross Margin 8,696,272 3,810,178 2,900,038 1,986,056
Gross Margin % 78.8% 78.8% 78.8% 78.8%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 170,640 74,484 57,000 39,156
Forecast Inaccuracy 0 0 0 0
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 0 0 0 0
Service Salaries 1,462,500 481,500 508,500 472,500
Service O/H 1,462,500 481,500 508,500 472,500
Service Hire&Fire 81,000 27,000 27,000 27,000
Total Fixed Costs 4,676,640 1,564,484 1,601,000 1,511,156
------
Operating Income 4,019,632 2,245,694 1,299,038 474,900
======
Sales Volume Forecast 12,894 9,814 6,721
Service: CSR Salary $/Month 3,000 3,000 3,000
Service: CSR Hiring&Firing 9 9 9
Service: CSR Maximum Capacity Limit 95 95 95
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 37 37 37
Service 7-2 Configuration: M663131
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
BALANCE SHEET, QUARTER 1 PAGE 5
*****************************************************************************
ASSETS
------
Cash 1,271,132
Marketable Securities 0
Facilities and Equipment Investment 50,000,000
Total Assets 51,271,132
LIABILITIES AND EQUITIES
------
Corporate Capitalization 50,000,000
Dividends, Current Quarter -544,770
Dividends, Cumulative Prior To This Quarter 0
Loans 0
Retained Earnings, Current Quarter 1,815,902
Retained Earnings, Cumulative Prior To This Quarter 0
Total Liabilities and Equities 51,271,132
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE VARIABLE COST REPORT, QUARTER 1 PAGE 5
*****************************************************************************
Service Service
7-1 7-2
------
Support Service Category 0.00 0.00
CSR Technical Training 0.00 0.00
CSR Service Skills Training 0.00 0.00
Service Appointment Scheduling 1.00 12.50
Scheduling Style 3.00 12.00
Service Call Duration 10.00 25.00
Service Call Format 10.00 20.00
------
24.00 69.50
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE OPERATIONS REPORT, QUARTER 1 PAGE 6
*****************************************************************************
All Region Region Region
Regions 1 2 3
------
======
STAFFING REPORT
======
Beginning CSRs 330 110 110 110
- CSR Resignations -32 -12 -6 -14
- CSR Firing 0 0 0 0
+ CSR Hiring 27 9 9 9
= Available CSRs 325 107 113 105
======
PRODUCTIVITY REPORT
======
SERVICE 7-1 [H446320]
Gross CSR Productivity 528.0 528.0 528.0
- Technical Training -12.0 -12.0 -12.0
- Service Skills Training -12.0 -12.0 -12.0
- Service Appoint Scheduling -1.5 -1.5 -1.5
- Duration and Format -45.7 -45.7 -45.7
Net CSR Productivity 456.8 456.8 456.8
CSRs 98 104 96
Hires Productivity 304.5 304.5 304.5
Hires 9 9 9
Time Allocation 50% 50% 50%
Potential CSR Capacity 23,754 25,124 23,297
CSR Maximum Capacity Limit 95% 95% 95%
Actual CSR Capacity 22,566 23,867 22,132
SERVICE 7-2 [M663131]
Gross CSR Productivity 528.0 528.0 528.0
- Technical Training -18.0 -18.0 -18.0
- Service Skills Training -18.0 -18.0 -18.0
- Service Appoint Scheduling -24.0 -24.0 -24.0
- Duration and Format -172.4 -172.4 -172.4
Net CSR Productivity 295.6 295.6 295.6
CSRs 98 104 96
Hires Productivity 197.1 197.1 197.1
Hires 9 9 9
Time Allocation 50% 50% 50%
Potential CSR Capacity 15,370 16,256 15,074
CSR Maximum Capacity Limit 95% 95% 95%
Actual CSR Capacity 14,601 15,443 14,320
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE OPERATIONS REPORT, QUARTER 1 PAGE 7
*****************************************************************************
======
ACTIVITY REPORT
======
SERVICE 7-1
Service Calls 47,326 16,443 11,843 19,040
CSR Capacity 72,175 23,754 25,124 23,297
CSR Utilization [Q# 1] 69% 47% 82%
CSR Utilization [Q# 0] 69% 47% 82%
CSR Cost/Call 63.52 60.21 88.15 51.05
CSR Turnover 11% 2% 11%
SERVICE 7-2
Service Calls 29,429 12,894 9,814 6,721
CSR Capacity 46,700 15,370 16,256 15,074
CSR Utilization [Q# 1] 84% 60% 45%
CSR Utilization [Q# 0] 84% 60% 45%
CSR Cost/Call 102.14 76.78 106.38 144.62
CSR Turnover 11% 9% 15%
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE CENTER STATISTICS REPORT, QUARTER 1 PAGE 8
*****************************************************************************
All Region Region Region
Regions 1 2 3
------
SERVICE 7-1
------
Billings 5,676 1,972 1,420 2,284
Design Configuration 2,366 822 592 952
Design Quality 10,516 3,654 2,631 4,231
First-Time Usage 5,915 2,055 1,480 2,380
Introduction 0 0 0 0
Miscellaneous 5,909 2,053 1,478 2,378
Service Call Duration 2,366 822 592 952
Service Experience 8,221 2,859 2,042 3,320
Service Scheduling 20,805 7,229 5,206 8,370
Unfilled Orders 0 0 0 0
SERVICE 7-2
------
Billings 3,528 1,546 1,177 805
Design Configuration 1,470 644 490 336
Design Quality 5,080 2,174 1,720 1,186
First-Time Usage 3,677 1,611 1,226 840
Introduction 0 0 0 0
Miscellaneous 3,672 1,609 1,225 838
Service Call Duration 735 322 245 168
Service Experience 5,106 2,242 1,692 1,172
Service Scheduling 5,172 2,266 1,725 1,181
Unfilled Orders 0 0 0 0
ALL SERVICES
------
Billings 9,204 3,518 2,597 3,089
Design Configuration 3,836 1,466 1,082 1,288
Design Quality 15,596 5,828 4,351 5,417
First-Time Usage 9,592 3,666 2,706 3,220
Introduction 0 0 0 0
Miscellaneous 9,581 3,662 2,703 3,216
Service Call Duration 3,101 1,144 837 1,120
Service Experience 13,327 5,101 3,734 4,492
Service Scheduling 25,977 9,495 6,931 9,551
Unfilled Orders 0 0 0 0
... Total ... 90,214
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
INFORMATION TECHNOLOGY REPORT, QUARTER 1 PAGE 9
*****************************************************************************
IT Costs
------
Billing System Technology? 0 0
Industry Employee Satisfaction Survey Participation? 1 1,000
Internal CSR Employee Satisfaction Survey? 0 0
Internet-Delivered Ancillary Service? 0 0
Telecommunications Systems Support? 000 0
Note: This listing of IT Costs does not include the $1,000/page charge for
the previous quarter's financial/operating reports and research studies.
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
FORECASTING ACCURACY REPORT, QUARTER 1 PAGE 10
*****************************************************************************
Region Forecast Actual Accuracy
------
Service 7-1 1 16,443 16,443 100.0%
Service 7-1 2 11,843 11,843 100.0%
Service 7-1 3 19,040 19,040 100.0%
Service 7-2 1 12,894 12,894 100.0%
Service 7-2 2 9,814 9,814 100.0%
Service 7-2 3 6,721 6,721 100.0%
SUMMARY: For 6 forecasts, average forecasting accuracy is 100.0%
Note: Forecasts count within the calculation of forecasting accuracy only
if the "actual" value being forecast is greater than 100 for sales volumes
(to not penalize you for "small" forecasts). Otherwise, the relevant values
of "forecast" and "actual" are only reported for reference purposes, but such
forecasts are not counted for forecasting accuracy scoring. This is the
reason why the number of forecasts referenced in "SUMMARY" may be less than
the detailed line-by-line reporting of forecasts.
Service-Specific Service Service
Forecasting Accuracy Overall 7-1 7-2
------
Forecasting Accuracy 100.0% 100.0% 100.0%
Number of Forecasts 6 3 3
Region-Specific Region Region Region
Forecasting Accuracy Overall 1 2 3
------
Forecasting Accuracy 100.0% 100.0% 100.0% 100.0%
Number of Forecasts 6 2 2 2
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
FORECASTING ACCURACY REPORT, QUARTER 1 PAGE 11
*****************************************************************************
Quarter
SALES HISTORY 1
------
REGION 1
Service 7-1H 16,443
Service 7-2M 12,894
REGION 2
Service 7-1H 11,843
Service 7-2M 9,814
REGION 3
Service 7-1H 19,040
Service 7-2M 6,721
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SUPPORT SERVICES INDUSTRY BULLETIN, QUARTER 1 PAGE 12
*****************************************************************************
Welcome to the quarter 1 issue of the Support Services Industry Bulletin.
Notable industry developments are highlighted in the Bulletin.
INDUSTRY NEWS HEADLINES
Total industry SMK profits were 12,590,549 this quarter.
Firm 3 leads industry SMK in market share (14.4%).
Firm 5 has the second-highest market share in industry SMK (14.3%).
Total industry SMK research study spending was 0 this quarter.
SERVICE LAUNCHES AND "UNLAUNCHES"
No services were introduced this quarter.
No services were "unlaunched" (dropped) this quarter.
RECONFIGURATIONS
No services were reconfigured this quarter.
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
DECISION VARIABLE CHECKS AND MESSAGES, QUARTER 1 PAGE 14
*****************************************************************************
FORECASTING DECISION VARIABLE CHECKS [Firm SMK7]
6 forecasts are unchanged. Forecasts are normally changed every quarter.
RESEARCH STUDIES DECISION VARIABLE CHECKS [Firm SMK7]
No research studies have been ordered.
Research studies are normally ordered every quarter.