L Sim.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
PERFORMANCE EVALUATION REPORT, QUARTER 5 PAGE 1
*****************************************************************************
+--------+------- Industry -------+
| Firm 3 | Worst Average Best |
----------------------------------------+--------+--------------------------+
FINANCIAL | | |
Net Income to Revenues | 6.2%| 3.0% 7.0% 10.7%|
Change in Net Income to Revenues | -4.6%| -9.1% -2.4% 2.7%|
----------------------------------------+--------+--------------------------+
OPERATIONAL | | |
Forecasting Accuracy | 89.0%| 74.6% 85.4% 92.8%|
CSR Turnover | 5.9%| 10.3% 8.1% 5.9%|
CSR Cost/Call | 81.5 | 106.8 87.0 77.7 |
----------------------------------------+--------+--------------------------+
CUSTOMER | | |
Change in Market Share | 0.5%| -1.6% 0.0% 1.4%|
Customer Satisfaction | 35.6%| 14.0% 29.9% 36.8%|
----------------------------------------+--------+--------------------------+
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
LINKS DASHBOARD, QUARTER 5 PAGE 1
*****************************************************************************
Quarter 4 Quarter 5
+-----------------------+-----------------------+
Sales Volume | 92,377 | 95,983 |
Unfilled Orders | 0 | 10,562 |
----------------+-----------------------+-----------------------+
Price | 231 | 232 |
----------------+-----------------------+-----------------------+
Revenues | 21,391,165 100.0% | 22,330,163 100.0% |
Variable Costs | 3,834,117 17.9% | 4,707,879 21.1% |
Gross Margin | 16,633,278 77.8% | 16,662,454 74.6% |
Net Income | 2,316,668 10.8% | 1,389,615 6.2% |
+-----------------------+-----------------------+
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
CORPORATE P&L STATEMENT, QUARTER 5 PAGE 2
*****************************************************************************
All Services Service 3-1 Service 3-2
------------ ----------- -----------
Sales Volume 95,983 57,312 38,671
Unfilled Orders 10,562 10,562 0
Price 232 142 365
Revenues 22,330,163 8,176,891 14,153,272
- Variable Costs 4,707,879 2,020,247 2,687,632
- Order Processing 959,830 573,120 386,710
------------ ----------- -----------
Gross Margin 16,662,454 5,583,524 11,078,930
Gross Margin % 74.6% 68.3% 78.3%
Fixed & Other Costs:
Administrative O/H 600,000 300,000 300,000
Call Center Service 715,398 515,334 200,064
Consulting Fees -300,000
Corporate O/H 1,000,000
Forecast Inaccuracy 66,127 47,783 18,344
Information Technology 422,100
Introductions 0
Marketing 2,630,000 1,355,000 1,275,000
Marketing Creative 526,000 271,000 255,000
Price Changes 120,022 51,841 68,181
Reconfiguration 70,000
Research Studies 49,000
Service Salaries 3,769,500 1,884,750 1,884,750
Service O/H 3,769,500 1,884,750 1,884,750
Service Hire&Fire 287,000 143,500 143,500
Unfilled Handling 211,240
Total Fixed & Other 13,935,887 6,453,958 6,029,589
------------ ----------- -----------
Operating Income 2,726,567 -870,434 5,049,341
------------ ----------- -----------
Non-Operating Income 52,663
Taxes -1,389,615
============
Net Income 1,389,615
============
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
HISTORICAL CORPORATE P&L STATEMENT, QUARTER 5 PAGE 3
*****************************************************************************
Previous (Quarter 4) Current (Quarter 5)
--------------------- ---------------------
Sales Volume 92,377 95,983
Unfilled Orders 0 10,562
Price 231 232
Revenues 21,391,165 100.0% 22,330,163 100.0%
- Variable Costs 3,834,117 17.9% 4,707,879 21.1%
- Order Processing 923,770 4.3% 959,830 4.3%
------------ ------ ------------ ------
Gross Margin 16,633,278 77.8% 16,662,454 74.6%
Fixed & Other Costs:
Administrative O/H 600,000 2.8% 600,000 2.7%
Call Center Service 607,710 2.8% 715,398 3.2%
Consulting Fees -300,000 -1.4% -300,000 -1.3%
Corporate O/H 1,000,000 4.7% 1,000,000 4.5%
Forecast Inaccuracy 173,459 0.8% 66,127 0.3%
Information Technology 540,500 2.5% 422,100 1.9%
Introductions 0 0.0% 0 0.0%
Marketing 2,400,000 11.2% 2,630,000 11.8%
Marketing Creative 0 0.0% 526,000 2.4%
Price Changes 119,474 0.6% 120,022 0.5%
Reconfiguration 0 0.0% 70,000 0.3%
Research Studies 0 0.0% 49,000 0.2%
Service Salaries 3,346,200 15.6% 3,769,500 16.9%
Service O/H 3,346,200 15.6% 3,769,500 16.9%
Service Hire&Fire 198,000 0.9% 287,000 1.3%
Unfilled Handling 0 0.0% 211,240 0.9%
Total Fixed & Other 12,031,543 56.2% 13,935,887 62.4%
------------ ------ ------------ ------
Operating Income 4,601,735 21.5% 2,726,567 12.2%
------------ ------ ------------ ------
Non-Operating Income 31,600 0.1% 52,663 0.2%
Taxes -2,316,667 -10.8% -1,389,615 -6.2%
============ ====== ============ ======
Net Income 2,316,668 10.8% 1,389,615 6.2%
============ ====== ============ ======
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE 3-1 P&L STATEMENT, QUARTER 5 PAGE 4
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 57,312 19,321 18,725 19,266
Unfilled Orders 10,562 268 0 10,294
Price 142 143 142 143
Revenues 8,176,891 2,762,903 2,658,950 2,755,038
- Variable Costs 2,020,247 681,065 660,056 679,126
- Order Processing 573,120 193,210 187,250 192,660
------------ ------------ ------------ ------------
Gross Margin 5,583,524 1,888,628 1,811,644 1,883,252
Gross Margin % 68.3% 68.4% 68.1% 68.4%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 515,334 151,710 130,266 233,358
Forecast Inaccuracy 47,783 19,041 14,552 14,190
Marketing 1,355,000 450,000 455,000 450,000
Marketing Creative 271,000 90,000 91,000 90,000
Price Changes 51,841 17,307 17,247 17,287
Service Salaries 1,884,750 624,750 635,250 624,750
Service O/H 1,884,750 624,750 635,250 624,750
Service Hire&Fire 143,500 45,500 49,000 49,000
Total Fixed Costs 6,453,958 2,123,058 2,127,565 2,203,335
------------ ------------ ------------ ------------
Operating Income -870,434 -234,430 -315,921 -320,083
=============================================================================
Sales Volume Forecast 23,000 16,000 22,000
Service: CSR Salary $/Month 3,500 3,500 3,500
Service: CSR Hiring&Firing 13 14 14
Service: CSR Maximum Capacity Limit 97 97 97
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 56 56 56
Service 3-1 Configuration: H445321
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE 3-2 P&L STATEMENT, QUARTER 5 PAGE 5
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 38,671 15,688 13,276 9,707
Unfilled Orders 0 0 0 0
Price 365 368 368 360
Revenues 14,153,272 5,773,184 4,885,568 3,494,520
- Variable Costs 2,687,632 1,090,315 922,681 674,636
- Order Processing 386,710 156,880 132,760 97,070
------------ ------------ ------------ ------------
Gross Margin 11,078,930 4,525,989 3,830,127 2,722,814
Gross Margin % 78.3% 78.4% 78.4% 77.9%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 200,064 85,122 68,856 46,086
Forecast Inaccuracy 18,344 10,759 5,453 2,132
Marketing 1,275,000 400,000 400,000 475,000
Marketing Creative 255,000 80,000 80,000 95,000
Price Changes 68,181 24,832 22,613 20,736
Service Salaries 1,884,750 624,750 635,250 624,750
Service O/H 1,884,750 624,750 635,250 624,750
Service Hire&Fire 143,500 45,500 49,000 49,000
Total Fixed Costs 6,029,589 1,995,713 1,996,422 2,037,454
------------ ------------ ------------ ------------
Operating Income 5,049,341 2,530,276 1,833,705 685,360
=============================================================================
Sales Volume Forecast 14,000 14,000 9,500
Service: CSR Salary $/Month 3,500 3,500 3,500
Service: CSR Hiring&Firing 13 14 14
Service: CSR Maximum Capacity Limit 97 97 97
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 57 57 57
Service 3-2 Configuration: M663131
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
BALANCE SHEET, QUARTER 5 PAGE 6
*****************************************************************************
ASSETS
------
Cash 2,233,016
Marketable Securities 4,389,712
Facilities and Equipment Investment 50,000,000
Total Assets 56,622,728
LIABILITIES AND EQUITIES
------------------------
Corporate Capitalization 50,000,000
Dividends, Current Quarter -416,884
Dividends, Cumulative Prior To This Quarter -2,421,426
Loans 0
Retained Earnings, Current Quarter 1,389,615
Retained Earnings, Cumulative Prior To This Quarter 8,071,423
Total Liabilities and Equities 56,622,728
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE VARIABLE COST REPORT, QUARTER 5 PAGE 6
*****************************************************************************
Service Service
3-1 3-2
------- -------
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 2.25 12.50
Scheduling Style 3.00 12.00
Service Call Duration 10.00 25.00
Service Call Format 20.00 20.00
------- -------
35.25 69.50
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 5 PAGE 7
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
===============
STAFFING REPORT
===============
Beginning CSRs 338 114 114 110
- CSR Resignations -20 -8 -7 -5
- CSR Firing 0 0 0 0
+ CSR Hiring 41 13 14 14
= Available CSRs 359 119 121 119
===================
PRODUCTIVITY REPORT
===================
SERVICE 3-1 [H445321]
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 -6.0 -6.0 -6.0
- Duration and Format -150.6 -150.6 -150.6
Net CSR Productivity 347.4 347.4 347.4
CSRs 106 107 105
Hires Productivity 231.6 231.6 231.6
Hires 13 14 14
Time Allocation 50% 50% 50%
Potential CSR Capacity 19,919 20,209 19,862
CSR Maximum Capacity Limit 97% 97% 97%
Actual CSR Capacity 19,321 19,602 19,266
SERVICE 3-2 [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 106 107 105
Hires Productivity 197.1 197.1 197.1
Hires 13 14 14
Time Allocation 50% 50% 50%
Potential CSR Capacity 16,946 17,192 16,897
CSR Maximum Capacity Limit 97% 97% 97%
Actual CSR Capacity 16,437 16,676 16,390
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 5 PAGE 8
*****************************************************************************
===============
ACTIVITY REPORT
===============
SERVICE 3-1
Service Calls 57,312 19,321 18,725 19,266
CSR Capacity 59,990 19,919 20,209 19,862
CSR Utilization [Q# 5] 97% 93% 97%
CSR Utilization [Q# 4] 86% 59% 83%
CSR Cost/Call 68.28 67.03 70.47 67.40
CSR Turnover 9% 0% 4%
SERVICE 3-2
Service Calls 38,671 15,688 13,276 9,707
CSR Capacity 51,035 16,946 17,192 16,897
CSR Utilization [Q# 5] 93% 77% 57%
CSR Utilization [Q# 4] 82% 81% 56%
CSR Cost/Call 101.19 82.55 99.39 133.77
CSR Turnover 5% 12% 5%
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE CENTER STATISTICS REPORT, QUARTER 5 PAGE 9
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
SERVICE 3-1
-----------
Billings 5,162 1,686 1,399 2,077
Design Configuration 10,532 3,096 2,796 4,640
Design Quality 15,282 4,558 3,987 6,737
First-Time Usage 8,425 2,362 2,427 3,636
Introduction 0 0 0 0
Miscellaneous 7,605 2,391 1,990 3,224
Service Call Duration 3,325 976 937 1,412
Service Experience 9,632 2,916 1,100 5,616
Service Scheduling 25,926 7,300 7,075 11,551
Unfilled Orders 0 0 0 0
SERVICE 3-2
-----------
Billings 2,970 1,164 1,103 703
Design Configuration 1,840 749 636 455
Design Quality 6,565 2,594 2,200 1,771
First-Time Usage 4,817 1,876 1,660 1,281
Introduction 0 0 0 0
Miscellaneous 4,219 1,730 1,458 1,031
Service Call Duration 999 393 350 256
Service Experience 5,296 3,082 1,649 565
Service Scheduling 6,638 2,599 2,420 1,619
Unfilled Orders 0 0 0 0
ALL SERVICES
------------
Billings 8,132 2,850 2,502 2,780
Design Configuration 12,372 3,845 3,432 5,095
Design Quality 21,847 7,152 6,187 8,508
First-Time Usage 13,242 4,238 4,087 4,917
Introduction 0 0 0 0
Miscellaneous 11,824 4,121 3,448 4,255
Service Call Duration 4,324 1,369 1,287 1,668
Service Experience 14,928 5,998 2,749 6,181
Service Scheduling 32,564 9,899 9,495 13,170
Unfilled Orders 0 0 0 0
... Total ... 119,233
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
INFORMATION TECHNOLOGY REPORT, QUARTER 5 PAGE 10
*****************************************************************************
IT Costs
--------
Billing System Technology? 1 150,000
Industry Employee Satisfaction Survey Participation? 1 1,000
Internal CSR Employee Satisfaction Survey? 0 0
Internet-Delivered Ancillary Service? 0 0
Telecommunications Systems Support? 101 257,100
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 3: MegaCorp INDUSTRY NCP
FORECASTING ACCURACY REPORT, QUARTER 5 PAGE 11
*****************************************************************************
Region Forecast Actual Accuracy
------ ---------- ---------- --------
Service 3-1 1 23,000 19,321 81.0%
Service 3-1 2 16,000 18,725 85.4%
Service 3-1 3 22,000 19,266 85.8%
Service 3-2 1 14,000 15,688 89.2%
Service 3-2 2 14,000 13,276 94.5%
Service 3-2 3 9,500 9,707 97.9%
SUMMARY: For 6 forecasts, average forecasting accuracy is 89.0%
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 3-1 3-2
-------------------- ------- ------- -------
Forecasting Accuracy 89.0% 84.1% 93.9%
Number of Forecasts 6 3 3
Region-Specific Region Region Region
Forecasting Accuracy Overall 1 2 3
-------------------- ------- ------ ------ ------
Forecasting Accuracy 89.0% 85.1% 90.0% 91.8%
Number of Forecasts 6 2 2 2
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
FORECASTING ACCURACY REPORT, QUARTER 5 PAGE 12
*****************************************************************************
Quarter Quarter Quarter Quarter Quarter
SALES HISTORY 1 2 3 4 5
------------- -------- -------- -------- -------- --------
REGION 1
Service 3-1H 16,500 16,382 17,068 21,717 19,321
Service 3-2M 12,954 14,118 13,537 13,417 15,688
REGION 2
Service 3-1H 11,763 11,319 14,322 14,988 18,725
Service 3-2M 9,748 8,791 9,453 13,294 13,276
REGION 3
Service 3-1H 19,132 18,989 21,819 20,132 19,266
Service 3-2M 6,754 6,986 6,970 8,829 9,707
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SUPPORT SERVICES INDUSTRY BULLETIN, QUARTER 5 PAGE 13
*****************************************************************************
Welcome to the quarter 5 issue of the Support Services Industry Bulletin.
Notable industry developments are highlighted in the Bulletin.
INDUSTRY NEWS HEADLINES
Total industry NCP profits were 7,926,813 this quarter.
Firm 5 leads industry NCP in market share (20.2%).
Firm 3 has the second-highest market share in industry NCP (19.5%).
Total industry NCP research study spending was 208,500 this quarter.
SERVICE LAUNCHES AND "UNLAUNCHES"
No services were introduced this quarter.
No services were "unlaunched" (dropped) this quarter.
RECONFIGURATIONS
Service 1-1 has been reconfigured this quarter.
Service 3-1 has been reconfigured this quarter.
Service 5-1 has been reconfigured this quarter.
Service 6-1 has been reconfigured this quarter.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SPECIAL MESSAGES ABOUT YOUR LINKS VERSION, QUARTER 5 PAGE 14
*****************************************************************************
-------------------------
RESEARCH STUDIES BILLINGS
-------------------------
RS # 1 Benchmarking - Earnings 500
RS # 3 Benchmarking - Service Design 5,000
RS # 8 Benchmarking - Service (CSR Usage) 5,000
RS # 9 Benchmarking - Marketing 5,000
RS #10 Benchmarking - Info Tech & Research Studies 1,000
RS #12 Market Statistics 2,500
RS #13 Employee Satisfaction 15,000
RS #14 Regional Summary Analysis 5,000
RS #20 Customer Satisfaction 10,000
---------
Total (Plan-Ahead) Research Studies Billings 49,000
---------
Notes: Since plan-ahead research studies are processed after a quarter
(to reflect the situation in the just-completed quarter), the billings for
plan-ahead research studies are reported in the financial reports of the
following quarter. These (plan-ahead) research study billings reflect
research studies ordered in connection with the previous quarter
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 5 PAGE 15
*****************************************************************************
=======================================================================
RESEARCH STUDY # 1 (Benchmarking - Earnings )
=======================================================================
Current Cumulative Current
Net Income Net Income Dividends
----------- ----------- -----------
Firm 1 1,242,093 9,097,600 372,627
Firm 2 1,301,436 8,384,941 390,430
Firm 3 1,389,615 9,461,038 416,884
Firm 4 2,084,863 9,805,422 625,458
Firm 5 676,145 9,120,196 202,843
Firm 6 1,232,661 8,719,259 369,798
Financial Market Statistics [stock price, shares outstanding (millions),
earnings per share, dividends per share, market capitalization ($millions)]
------ ------ ------ ------ ------ ------
Firm 1 Firm 2 Firm 3 Firm 4 Firm 5 Firm 6
------ ------ ------ ------ ------ ------
StockPrice 51.92 47.78 55.94 59.87 49.86 48.34
Shares 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M
EPS 0.50 0.52 0.56 0.83 0.27 0.49
DPS 0.15 0.16 0.17 0.25 0.08 0.15
MarketCap 129M 119M 139M 149M 124M 120M
=======================================================================
RESEARCH STUDY # 3 (Benchmarking - Service Design )
=======================================================================
Service 1-1H Configuration: H685220 [reconfigured in quarter 5]
Service 1-2M Configuration: M893121 [reconfigured in quarter 4]
Service 2-1H Configuration: H556320 [reconfigured in quarter 4]
Service 2-2M Configuration: M663131 [reconfigured in quarter 0]
Service 3-1H Configuration: H445321 [reconfigured in quarter 5]
Service 3-2M Configuration: M663131 [reconfigured in quarter 0]
Service 4-1H Configuration: H661310 [reconfigured in quarter 4]
Service 4-2M Configuration: M663131 [reconfigured in quarter 0]
Service 5-1H Configuration: H446310 [reconfigured in quarter 5]
Service 5-2M Configuration: M663131 [reconfigured in quarter 0]
Service 6-1H Configuration: H664321 [reconfigured in quarter 5]
Service 6-2M Configuration: M663131 [reconfigured in quarter 0]
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 5 PAGE 16
*****************************************************************************
=======================================================================
RESEARCH STUDY # 8 (Benchmarking - Service (CSR Usage) )
=======================================================================
Quarter 2 Quarter 3 Quarter 4 Quarter 5
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 79.9 73.0 54.2 56.8
Service 1-2M 87.1 86.9 85.7 71.8
Service 2-1H 73.9 69.9 70.6 63.4
Service 2-2M 89.7 92.9 90.0 90.0
Service 3-1H 66.4 69.8 85.9 97.0
Service 3-2M 88.5 85.6 82.0 92.6
Service 4-1H 75.8 66.4 85.0 88.1
Service 4-2M 94.2 88.9 78.4 73.3
Service 5-1H 70.2 70.5 69.5 95.0
Service 5-2M 82.1 95.0 84.9 76.5
Service 6-1H 69.8 75.4 80.2 78.9
Service 6-2M 82.6 95.0 93.0 95.0
--------
REGION 2
--------
Service 1-1H 53.6 50.2 41.4 43.4
Service 1-2M 66.5 57.1 52.6 47.1
Service 2-1H 50.3 49.0 40.7 41.5
Service 2-2M 61.8 58.5 80.0 80.0
Service 3-1H 45.9 57.5 59.3 92.7
Service 3-2M 55.1 58.7 81.3 77.2
Service 4-1H 55.2 49.6 67.1 70.6
Service 4-2M 65.3 67.2 51.2 60.7
Service 5-1H 42.7 50.2 37.3 62.9
Service 5-2M 54.7 59.2 90.7 58.8
Service 6-1H 54.2 49.8 62.5 64.4
Service 6-2M 67.5 66.8 70.4 61.7
--------
REGION 3
--------
Service 1-1H 75.9 83.5 64.4 51.8
Service 1-2M 48.1 40.0 43.1 45.6
Service 2-1H 71.2 84.9 50.1 50.3
Service 2-2M 47.5 48.2 90.0 90.0
Service 3-1H 81.5 91.9 82.6 97.0
Service 3-2M 46.3 45.3 56.0 57.4
Service 4-1H 76.9 77.7 85.0 85.0
Service 4-2M 53.9 45.9 37.9 41.9
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 5 PAGE 17
*****************************************************************************
Service 5-1H 83.4 77.2 95.0 93.3
Service 5-2M 38.1 51.2 56.6 36.6
Service 6-1H 88.5 95.0 95.0 95.0
Service 6-2M 45.5 44.4 37.2 48.9
=======================================================================
RESEARCH STUDY # 9 (Benchmarking - Marketing )
=======================================================================
Quarter 2 Quarter 3 Quarter 4 Quarter 5
-------------- -------------- -------------- --------------
-----------
HOUSEHOLD
REGION 1
min/ave/max
-----------
Price [$] 150 150 150 150 150 150 145 149 150 135 148 160
Mktg [$K] 400 400 400 400 400 400 50 341 400 75 404 700
-----------
MAJORACC
REGION 1
min/ave/max
-----------
Price [$] 375 375 375 375 375 375 370 373 375 365 373 385
Mktg [$K] 400 400 400 400 400 400 55 342 400 50 375 600
-----------
HOUSEHOLD
REGION 2
min/ave/max
-----------
Price [$] 150 150 150 150 150 150 145 149 150 135 147 160
Mktg [$K] 400 400 400 400 400 400 50 341 400 100 409 700
-----------
MAJORACC
REGION 2
min/ave/max
-----------
Price [$] 375 375 375 375 375 375 370 373 375 365 373 385
Mktg [$K] 400 400 400 400 400 400 55 342 400 75 379 600
-----------
HOUSEHOLD
REGION 3
min/ave/max
-----------
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 5 PAGE 18
*****************************************************************************
Price [$] 150 150 150 150 150 150 145 149 150 140 148 160
Mktg [$K] 400 400 400 400 400 400 50 341 400 50 400 700
-----------
MAJORACC
REGION 3
min/ave/max
-----------
Price [$] 375 375 375 375 375 375 370 373 375 360 370 375
Mktg [$K] 400 400 400 400 400 400 55 342 400 100 395 600
=======================================================================
RESEARCH STUDY #10 (Benchmarking - Info Tech & Research Studies )
=======================================================================
Firm Firm Firm Firm Firm Firm
1 2 3 4 5 6
---- ---- ---- ---- ---- ----
Billing System Technology No Yes Yes No Yes Yes
Industry CSR Satisfaction Survey Yes Yes Yes Yes Yes No
Internal CSR Satisfaction Survey Yes No No Yes No No
Internet-Delivered Ancillary Service No No No No Yes Yes
Telecommunications Systems Support No Yes Yes Yes Yes No
------------------------------------------------------------------
Research Study Ordering Frequency Across All Firms in Industry NCP
------------------------------------------------------------------
1 Benchmarking - Earnings 8.3%
3 Benchmarking - Service Design 25.0%
8 Benchmarking - Service (CSR Usage) 16.7%
9 Benchmarking - Marketing 25.0%
10 Benchmarking - Info Tech & Research Studies 16.7%
12 Market Statistics 8.3%
13 Employee Satisfaction 33.3%
14 Regional Summary Analysis 25.0%
20 Customer Satisfaction 25.0%
26 Importance-Performance Analysis 8.3%
27 Marketing Program Benchmarking 8.3%
34 Accessibility Perception Drivers 8.3%
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 5 PAGE 19
*****************************************************************************
=======================================================================
RESEARCH STUDY #11 (Benchmarking - Operating Statistics )
=======================================================================
Firm 3 Minimum Average Maximum
----------- ----------- ----------- -----------
P&L OPERATING STATISTICS
Revenues 100.0% 100.0% 100.0% 100.0%
Variable Costs 21.1% 16.7% 18.6% 21.1%
Gross Margin 74.6% 74.6% 77.2% 79.1%
Administrative O/H 2.7% 2.7% 3.2% 4.1%
Marketing 11.8% 3.1% 11.7% 17.6%
Research Studies 0.2% 0.0% 0.2% 0.4%
Service 35.0% 31.7% 36.7% 45.1%
Total Fixed Costs 62.4% 55.6% 63.5% 72.6%
Operating Income 12.2% 5.8% 13.7% 21.2%
Net Income 6.2% 3.0% 7.0% 10.7%
CSR SALARY
Region 1 3,500 3,000 3,179 3,500
Region 2 3,500 3,000 3,200 3,500
Region 3 3,500 3,000 3,220 3,500
CSR CALLS STATISTICS
Region 1 35,009 22,958 30,484 38,873
Region 2 32,001 18,357 25,451 32,001
Region 3 28,973 19,734 26,125 31,137
CSR $/CALL STATISTICS
Region 1 73.42 58.11 72.03 85.69
Region 2 82.47 81.88 96.78 123.36
Region 3 66.14 66.14 85.28 115.87
=======================================================================
RESEARCH STUDY #12 (Market Statistics )
=======================================================================
Quarter 2 Quarter 3 Quarter 4 Quarter 5
----------- ----------- ----------- -----------
---------------
INDUSTRY DEMAND
---------------
Region 1:
Household Demand 102,946 98,985 105,677 101,623
Household Unfilled 0 0 3,000 4,452
MajorAcc Demand 80,149 82,050 76,289 81,282
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MajorAcc Unfilled 0 1,272 7,912 2,748
Region 2:
Household Demand 76,739 78,201 80,409 85,609
Household Unfilled 0 0 0 0
MajorAcc Demand 61,003 60,767 65,853 67,099
MajorAcc Unfilled 0 0 923 773
Region 3:
Household Demand 116,172 123,087 113,765 110,173
Household Unfilled 0 45 8,582 15,361
MajorAcc Demand 43,880 42,904 45,111 46,580
MajorAcc Unfilled 0 0 3,619 788
---------------------
OVERALL MARKET SHARES
---------------------
Firm 1 17.1 16.1 13.9 12.4
Firm 2 16.6 16.4 16.0 16.7
Firm 3 15.9 17.1 19.0 19.5
Firm 4 17.1 16.0 15.6 16.1
Firm 5 16.2 17.2 18.8 20.2
Firm 6 17.1 17.1 16.7 15.1
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=======================================================================
RESEARCH STUDY #14 (Regional Summary Analysis )
=======================================================================
REGION 2 +---------+-----------------------------+-------+----+----+----+
HOUSEHOLD| Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-1r | 11,172 |13.1 ############## | 150 | 1 | 77+| 13+|
| 2-1 | 13,041 |15.2 ################# | 150 | 1 | 77+| 38 |
| 3-1r | 18,725 |21.9+ #######################| 142 | 1 | 75+| 41+|
| 4-1 | 14,223 |16.6 ################## | 150 | 1 | 63-| 38 |
| 5-1r | 16,188 |18.9+ #################### | 135 | 1 | 79+| 54+|
| 6-1r | 12,260 |14.3- ################ | 160 | 2 | 72 | 41+|
+--------+---------+-----------------------------+-------+----+----+----+
Total 85,609
REGION 2 +---------+-----------------------------+-------+----+----+----+
MAJORACC | Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-2 | 7,185 |10.7 ############# | 373 | 6 | 71+| 8 |
| 2-2u | 10,512 |15.7 ################### | 375 | 22 | 45-| 38 |
| 3-2 | 13,276 |19.8 #######################| 368 | 23 | 49-| 40+|
| 4-2 | 12,377 |18.4+ ###################### | 375 | 22 | 67+| 38 |
| 5-2 | 13,356 |19.9 #######################| 365 | 22 | 42-| 56+|
| 6-2 | 10,393 |15.5 ################## | 385 | 23 | 52 | 41-|
+--------+---------+-----------------------------+-------+----+----+----+
Total 67,099
Notes:
(1) "Volume" is sales volume in units.
(2) Other variables listed above are market share, customer price ("Price"),
perceived design quality ("DQ"), perceived experience quality ("EQ"),
and perceived accessibility ("Ac").
(3) Changes of more than 2%, $20, 2%, 2%, and 2%, respectively, in these
variables from the previous quarter are flagged with "+" (increase) and
"-" (decrease) signals after the numerical values.
(4) "r" after a firm#-service# denotes a reconfigured service this quarter.
(5) "u" after a firm#-service# denotes a service with unfilled orders.
(6) "*" after a firm#-service# denotes a reconfigured service that has
unfilled orders.
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=======================================================================
RESEARCH STUDY #27 (Marketing Program Benchmarking )
=======================================================================
Marketing Program Spending
Marketing ---------------------------
Spending Advertis Promotion SalesFor Pos
--------- -------- --------- -------- ---
REGION 2, HOUSEHOLD
Service 1-1 100,000 40,000 40,000 20,000 23
Service 2-1 400,000 160,000 120,000 120,000 37
Service 3-1 455,000 182,000 136,500 136,500 56
Service 4-1 400,000 160,000 120,000 120,000 37
Service 5-1 700,000 210,000 210,000 280,000 72
Service 6-1 400,000 160,000 100,000 140,000 17
REGION 2, MAJORACC
Service 1-2 75,000 15,000 22,500 37,500 56
Service 2-2 400,000 240,000 80,000 80,000 37
Service 3-2 400,000 160,000 120,000 120,000 57
Service 4-2 400,000 160,000 120,000 120,000 37
Service 5-2 600,000 180,000 180,000 240,000 71
Service 6-2 400,000 160,000 100,000 140,000 17
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==================================
RESEARCH STUDIES TABLE OF CONTENTS
==================================
RESEARCH STUDY # 1: Benchmarking - Earnings 15
RESEARCH STUDY # 3: Benchmarking - Service Design 15
RESEARCH STUDY # 8: Benchmarking - Service (CSR Usage) 16
RESEARCH STUDY # 9: Benchmarking - Marketing 17
RESEARCH STUDY #10: Benchmarking - Info Tech & Research Studies 18
RESEARCH STUDY #11: Benchmarking - Operating Statistics 19
RESEARCH STUDY #12: Market Statistics 19
RESEARCH STUDY #14: Regional Summary Analysis 21
RESEARCH STUDY #27: Marketing Program Benchmarking 22
