L Sim.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
PERFORMANCE EVALUATION REPORT, QUARTER 4 PAGE 1
*****************************************************************************
+--------+------- Industry -------+
| Firm 3 | Worst Average Best |
----------------------------------------+--------+--------------------------+
FINANCIAL | | |
Net Income to Revenues | 10.8%| 6.3% 9.4% 12.7%|
Change in Net Income to Revenues | -0.4%| -5.5% -1.7% 2.9%|
----------------------------------------+--------+--------------------------+
OPERATIONAL | | |
Forecasting Accuracy | 71.1%| 71.1% 85.4% 92.3%|
CSR Turnover | 6.4%| 10.1% 7.9% 6.4%|
CSR Cost/Call | 74.6 | 93.9 79.5 69.0 |
----------------------------------------+--------+--------------------------+
CUSTOMER | | |
Change in Market Share | 1.9%| -2.2% 0.0% 1.9%|
Customer Satisfaction | 34.1%| 10.9% 29.5% 34.7%|
----------------------------------------+--------+--------------------------+
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
LINKS DASHBOARD, QUARTER 4 PAGE 1
*****************************************************************************
Quarter 3 Quarter 4
+-----------------------+-----------------------+
Sales Volume | 83,169 | 92,377 |
Unfilled Orders | 0 | 0 |
----------------+-----------------------+-----------------------+
Price | 231 | 231 |
----------------+-----------------------+-----------------------+
Revenues | 19,216,350 100.0% | 21,391,165 100.0% |
Variable Costs | 3,359,235 17.5% | 3,834,117 17.9% |
Gross Margin | 15,025,425 78.2% | 16,633,278 77.8% |
Net Income | 2,161,151 11.2% | 2,316,668 10.8% |
+-----------------------+-----------------------+
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
CORPORATE P&L STATEMENT, QUARTER 4 PAGE 2
*****************************************************************************
All Services Service 3-1 Service 3-2
------------ ----------- -----------
Sales Volume 92,377 56,837 35,540
Unfilled Orders 0 0 0
Price 231 145 370
Revenues 21,391,165 8,241,365 13,149,800
- Variable Costs 3,834,117 1,364,088 2,470,029
- Order Processing 923,770 568,370 355,400
------------ ----------- -----------
Gross Margin 16,633,278 6,308,907 10,324,371
Gross Margin % 77.8% 76.6% 78.5%
Fixed & Other Costs:
Administrative O/H 600,000 300,000 300,000
Call Center Service 607,710 420,288 187,422
Consulting Fees -300,000
Corporate O/H 1,000,000
Forecast Inaccuracy 173,459 48,385 125,074
Information Technology 540,500
Introductions 0
Marketing 2,400,000 1,200,000 1,200,000
Marketing Creative 0 0 0
Price Changes 119,474 53,602 65,872
Reconfiguration 0
Research Studies 0
Service Salaries 3,346,200 1,673,100 1,673,100
Service O/H 3,346,200 1,673,100 1,673,100
Service Hire&Fire 198,000 99,000 99,000
Unfilled Handling 0
Total Fixed & Other 12,031,543 5,467,475 5,323,568
------------ ----------- -----------
Operating Income 4,601,735 841,432 5,000,803
------------ ----------- -----------
Non-Operating Income 31,600
Taxes -2,316,667
============
Net Income 2,316,668
============
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
HISTORICAL CORPORATE P&L STATEMENT, QUARTER 4 PAGE 3
*****************************************************************************
Previous (Quarter 3) Current (Quarter 4)
--------------------- ---------------------
Sales Volume 83,169 92,377
Unfilled Orders 0 0
Price 231 231
Revenues 19,216,350 100.0% 21,391,165 100.0%
- Variable Costs 3,359,235 17.5% 3,834,117 17.9%
- Order Processing 831,690 4.3% 923,770 4.3%
------------ ------ ------------ ------
Gross Margin 15,025,425 78.2% 16,633,278 77.8%
Fixed & Other Costs:
Administrative O/H 600,000 3.1% 600,000 2.8%
Call Center Service 569,502 3.0% 607,710 2.8%
Consulting Fees 0 0.0% -300,000 -1.4%
Corporate O/H 1,000,000 5.2% 1,000,000 4.7%
Forecast Inaccuracy 44,033 0.2% 173,459 0.8%
Information Technology 16,000 0.1% 540,500 2.5%
Introductions 0 0.0% 0 0.0%
Marketing 2,400,000 12.5% 2,400,000 11.2%
Marketing Creative 0 0.0% 0 0.0%
Price Changes 0 0.0% 119,474 0.6%
Reconfiguration 0 0.0% 0 0.0%
Research Studies 0 0.0% 0 0.0%
Service Salaries 2,961,000 15.4% 3,346,200 15.6%
Service O/H 2,961,000 15.4% 3,346,200 15.6%
Service Hire&Fire 162,000 0.8% 198,000 0.9%
Unfilled Handling 0 0.0% 0 0.0%
Total Fixed & Other 10,713,535 55.8% 12,031,543 56.2%
------------ ------ ------------ ------
Operating Income 4,311,890 22.4% 4,601,735 21.5%
------------ ------ ------------ ------
Non-Operating Income 10,411 0.1% 31,600 0.1%
Taxes -2,161,150 -11.2% -2,316,667 -10.8%
============ ====== ============ ======
Net Income 2,161,151 11.2% 2,316,668 10.8%
============ ====== ============ ======
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE 3-1 P&L STATEMENT, QUARTER 4 PAGE 4
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 56,837 21,717 14,988 20,132
Unfilled Orders 0 0 0 0
Price 145 145 145 145
Revenues 8,241,365 3,148,965 2,173,260 2,919,140
- Variable Costs 1,364,088 521,208 359,712 483,168
- Order Processing 568,370 217,170 149,880 201,320
------------ ------------ ------------ ------------
Gross Margin 6,308,907 2,410,587 1,663,668 2,234,652
Gross Margin % 76.6% 76.6% 76.6% 76.6%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 420,288 157,548 102,528 160,212
Forecast Inaccuracy 48,385 23,562 20,850 3,973
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 53,602 18,872 16,433 18,297
Service Salaries 1,673,100 564,300 564,300 544,500
Service O/H 1,673,100 564,300 564,300 544,500
Service Hire&Fire 99,000 33,000 33,000 33,000
Total Fixed Costs 5,467,475 1,861,582 1,801,411 1,804,482
------------ ------------ ------------ ------------
Operating Income 841,432 549,005 -137,743 430,170
=============================================================================
Sales Volume Forecast 16,600 11,863 19,332
Service: CSR Salary $/Month 3,300 3,300 3,300
Service: CSR Hiring&Firing 10 10 10
Service: CSR Maximum Capacity Limit 97 97 97
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 37 37 37
Service 3-1 Configuration: H446320
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE 3-2 P&L STATEMENT, QUARTER 4 PAGE 5
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 35,540 13,417 13,294 8,829
Unfilled Orders 0 0 0 0
Price 370 370 370 370
Revenues 13,149,800 4,964,290 4,918,780 3,266,730
- Variable Costs 2,470,029 932,481 923,933 613,615
- Order Processing 355,400 134,170 132,940 88,290
------------ ------------ ------------ ------------
Gross Margin 10,324,371 3,897,639 3,861,907 2,564,825
Gross Margin % 78.5% 78.5% 78.5% 78.5%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 187,422 79,002 66,480 41,940
Forecast Inaccuracy 125,074 2,705 100,000 22,369
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 65,872 23,410 23,296 19,166
Service Salaries 1,673,100 564,300 564,300 544,500
Service O/H 1,673,100 564,300 564,300 544,500
Service Hire&Fire 99,000 33,000 33,000 33,000
Total Fixed Costs 5,323,568 1,766,717 1,851,376 1,705,475
------------ ------------ ------------ ------------
Operating Income 5,000,803 2,130,922 2,010,531 859,350
=============================================================================
Sales Volume Forecast 13,054 97,848 6,854
Service: CSR Salary $/Month 3,300 3,300 3,300
Service: CSR Hiring&Firing 10 10 10
Service: CSR Maximum Capacity Limit 97 97 97
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 37 37 37
Service 3-2 Configuration: M663131
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
BALANCE SHEET, QUARTER 4 PAGE 6
*****************************************************************************
ASSETS
------
Cash 2,139,116
Marketable Securities 3,510,881
Facilities and Equipment Investment 50,000,000
Total Assets 55,649,997
LIABILITIES AND EQUITIES
------------------------
Corporate Capitalization 50,000,000
Dividends, Current Quarter -695,000
Dividends, Cumulative Prior To This Quarter -1,726,426
Loans 0
Retained Earnings, Current Quarter 2,316,668
Retained Earnings, Cumulative Prior To This Quarter 5,754,755
Total Liabilities and Equities 55,649,997
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE VARIABLE COST REPORT, QUARTER 4 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 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
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 4 PAGE 7
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
===============
STAFFING REPORT
===============
Beginning CSRs 329 110 112 107
- CSR Resignations -21 -6 -8 -7
- CSR Firing 0 0 0 0
+ CSR Hiring 30 10 10 10
= Available CSRs 338 114 114 110
===================
PRODUCTIVITY REPORT
===================
SERVICE 3-1 [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 104 104 100
Hires Productivity 304.5 304.5 304.5
Hires 10 10 10
Time Allocation 50% 50% 50%
Potential CSR Capacity 25,277 25,277 24,363
CSR Maximum Capacity Limit 97% 97% 97%
Actual CSR Capacity 24,518 24,518 23,632
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 104 104 100
Hires Productivity 197.1 197.1 197.1
Hires 10 10 10
Time Allocation 50% 50% 50%
Potential CSR Capacity 16,355 16,355 15,764
CSR Maximum Capacity Limit 97% 97% 97%
Actual CSR Capacity 15,864 15,864 15,291
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 4 PAGE 8
*****************************************************************************
===============
ACTIVITY REPORT
===============
SERVICE 3-1
Service Calls 56,837 21,717 14,988 20,132
CSR Capacity 74,917 25,277 25,277 24,363
CSR Utilization [Q# 4] 86% 59% 83%
CSR Utilization [Q# 3] 70% 58% 92%
CSR Cost/Call 60.62 53.49 77.50 55.73
CSR Turnover 5% 9% 8%
SERVICE 3-2
Service Calls 35,540 13,417 13,294 8,829
CSR Capacity 48,474 16,355 16,355 15,764
CSR Utilization [Q# 4] 82% 81% 56%
CSR Utilization [Q# 3] 86% 59% 45%
CSR Cost/Call 96.94 86.58 87.38 127.08
CSR Turnover 5% 5% 6%
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE CENTER STATISTICS REPORT, QUARTER 4 PAGE 9
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
SERVICE 3-1
-----------
Billings 5,246 1,846 1,477 1,923
Design Configuration 2,780 1,062 773 945
Design Quality 12,788 5,037 3,184 4,567
First-Time Usage 7,074 2,579 1,935 2,560
Introduction 0 0 0 0
Miscellaneous 6,596 2,510 1,646 2,440
Service Call Duration 2,865 1,105 727 1,033
Service Experience 8,064 2,649 970 4,445
Service Scheduling 24,635 9,470 6,376 8,789
Unfilled Orders 0 0 0 0
SERVICE 3-2
-----------
Billings 3,122 1,307 1,073 742
Design Configuration 1,801 697 655 449
Design Quality 6,316 2,375 2,437 1,504
First-Time Usage 4,385 1,594 1,684 1,107
Introduction 0 0 0 0
Miscellaneous 3,950 1,599 1,417 934
Service Call Duration 882 338 325 219
Service Experience 4,433 2,774 1,089 570
Service Scheduling 6,348 2,483 2,400 1,465
Unfilled Orders 0 0 0 0
ALL SERVICES
------------
Billings 8,368 3,153 2,550 2,665
Design Configuration 4,581 1,759 1,428 1,394
Design Quality 19,104 7,412 5,621 6,071
First-Time Usage 11,459 4,173 3,619 3,667
Introduction 0 0 0 0
Miscellaneous 10,546 4,109 3,063 3,374
Service Call Duration 3,747 1,443 1,052 1,252
Service Experience 12,497 5,423 2,059 5,015
Service Scheduling 30,983 11,953 8,776 10,254
Unfilled Orders 0 0 0 0
... Total ... 101,285
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
INFORMATION TECHNOLOGY REPORT, QUARTER 4 PAGE 10
*****************************************************************************
IT Costs
--------
Billing System Technology? 1 350,000
Industry Employee Satisfaction Survey Participation? 1 1,000
Internal CSR Employee Satisfaction Survey? 0 0
Internet-Delivered Ancillary Service? 0 0
Telecommunications Systems Support? 001 174,500
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 4 PAGE 11
*****************************************************************************
Region Forecast Actual Accuracy
------ ---------- ---------- --------
Service 3-1 1 16,600 21,717 76.4%
Service 3-1 2 11,863 14,988 79.1%
Service 3-1 3 19,332 20,132 96.0%
Service 3-2 1 13,054 13,417 97.3%
Service 3-2 2 97,848 13,294 0.0%
Service 3-2 3 6,854 8,829 77.6%
SUMMARY: For 6 forecasts, average forecasting accuracy is 71.1%
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 71.1% 83.9% 58.3%
Number of Forecasts 6 3 3
Region-Specific Region Region Region
Forecasting Accuracy Overall 1 2 3
-------------------- ------- ------ ------ ------
Forecasting Accuracy 71.1% 86.9% 39.6% 86.8%
Number of Forecasts 6 2 2 2
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
FORECASTING ACCURACY REPORT, QUARTER 4 PAGE 12
*****************************************************************************
Quarter Quarter Quarter Quarter
SALES HISTORY 1 2 3 4
------------- -------- -------- -------- --------
REGION 1
Service 3-1H 16,500 16,382 17,068 21,717
Service 3-2M 12,954 14,118 13,537 13,417
REGION 2
Service 3-1H 11,763 11,319 14,322 14,988
Service 3-2M 9,748 8,791 9,453 13,294
REGION 3
Service 3-1H 19,132 18,989 21,819 20,132
Service 3-2M 6,754 6,986 6,970 8,829
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SUPPORT SERVICES INDUSTRY BULLETIN, QUARTER 4 PAGE 13
*****************************************************************************
Welcome to the quarter 4 issue of the Support Services Industry Bulletin.
Notable industry developments are highlighted in the Bulletin.
INDUSTRY NEWS HEADLINES
Total industry NCP profits were 10,887,649 this quarter.
Firm 3 leads industry NCP in market share (19.0%).
Firm 5 has the second-highest market share in industry NCP (18.8%).
Total industry NCP 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
Service 1-2 has been reconfigured this quarter.
Service 2-1 has been reconfigured this quarter.
Service 4-1 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
RESEARCH STUDIES, QUARTER 4 PAGE 15
*****************************************************************************
=======================================================================
RESEARCH STUDY # 1 (Benchmarking - Earnings )
=======================================================================
Current Cumulative Current
Net Income Net Income Dividends
----------- ----------- -----------
Firm 1 2,043,483 7,855,507 613,044
Firm 2 1,135,549 7,083,505 340,664
Firm 3 2,316,668 8,071,423 695,000
Firm 4 1,478,935 7,720,559 443,680
Firm 5 2,692,406 8,444,051 807,721
Firm 6 1,220,608 7,486,598 366,182
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 63.31 53.60 67.66 58.50 72.97 56.41
Shares 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M
EPS 0.82 0.45 0.93 0.59 1.08 0.49
DPS 0.25 0.14 0.28 0.18 0.32 0.15
MarketCap 158M 134M 169M 146M 182M 141M
=======================================================================
RESEARCH STUDY # 3 (Benchmarking - Service Design )
=======================================================================
Service 1-1H Configuration: H446320 [reconfigured in quarter 0]
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: H446320 [reconfigured in quarter 0]
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: H337410 [reconfigured in quarter 4]
Service 5-2M Configuration: M663131 [reconfigured in quarter 0]
Service 6-1H Configuration: H464320 [reconfigured in quarter 4]
Service 6-2M Configuration: M663131 [reconfigured in quarter 0]
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 4 PAGE 16
*****************************************************************************
=======================================================================
RESEARCH STUDY # 8 (Benchmarking - Service (CSR Usage) )
=======================================================================
Quarter 1 Quarter 2 Quarter 3 Quarter 4
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 71.3 79.9 73.0 54.2
Service 1-2M 86.1 87.1 86.9 85.7
Service 2-1H 67.0 73.9 69.9 70.6
Service 2-2M 81.4 89.7 92.9 90.0
Service 3-1H 67.5 66.4 69.8 85.9
Service 3-2M 81.9 88.5 85.6 82.0
Service 4-1H 66.0 75.8 66.4 85.0
Service 4-2M 80.3 94.2 88.9 78.4
Service 5-1H 66.0 70.2 70.5 69.5
Service 5-2M 80.3 82.1 95.0 84.9
Service 6-1H 67.5 69.8 75.4 80.2
Service 6-2M 81.9 82.6 95.0 93.0
--------
REGION 2
--------
Service 1-1H 47.0 53.6 50.2 41.4
Service 1-2M 60.2 66.5 57.1 52.6
Service 2-1H 47.3 50.3 49.0 40.7
Service 2-2M 60.6 61.8 58.5 80.0
Service 3-1H 47.7 45.9 57.5 59.3
Service 3-2M 61.1 55.1 58.7 81.3
Service 4-1H 47.3 55.2 49.6 67.1
Service 4-2M 60.6 65.3 67.2 51.2
Service 5-1H 47.7 42.7 50.2 37.3
Service 5-2M 61.1 54.7 59.2 90.7
Service 6-1H 46.7 54.2 49.8 62.5
Service 6-2M 59.8 67.5 66.8 70.4
--------
REGION 3
--------
Service 1-1H 79.7 75.9 83.5 64.4
Service 1-2M 43.5 48.1 40.0 43.1
Service 2-1H 79.0 71.2 84.9 50.1
Service 2-2M 43.1 47.5 48.2 90.0
Service 3-1H 79.0 81.5 91.9 82.6
Service 3-2M 43.1 46.3 45.3 56.0
Service 4-1H 81.0 76.9 77.7 85.0
Service 4-2M 44.2 53.9 45.9 37.9
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 4 PAGE 17
*****************************************************************************
Service 5-1H 76.5 83.4 77.2 95.0
Service 5-2M 41.8 38.1 51.2 56.6
Service 6-1H 79.0 88.5 95.0 95.0
Service 6-2M 43.1 45.5 44.4 37.2
=======================================================================
RESEARCH STUDY # 9 (Benchmarking - Marketing )
=======================================================================
Quarter 1 Quarter 2 Quarter 3 Quarter 4
-------------- -------------- -------------- --------------
-----------
HOUSEHOLD
REGION 1
min/ave/max
-----------
Price [$] 150 150 150 150 150 150 150 150 150 145 149 150
Mktg [$K] 400 400 400 400 400 400 400 400 400 50 341 400
-----------
MAJORACC
REGION 1
min/ave/max
-----------
Price [$] 375 375 375 375 375 375 375 375 375 370 373 375
Mktg [$K] 400 400 400 400 400 400 400 400 400 55 342 400
-----------
HOUSEHOLD
REGION 2
min/ave/max
-----------
Price [$] 150 150 150 150 150 150 150 150 150 145 149 150
Mktg [$K] 400 400 400 400 400 400 400 400 400 50 341 400
-----------
MAJORACC
REGION 2
min/ave/max
-----------
Price [$] 375 375 375 375 375 375 375 375 375 370 373 375
Mktg [$K] 400 400 400 400 400 400 400 400 400 55 342 400
-----------
HOUSEHOLD
REGION 3
min/ave/max
-----------
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 4 PAGE 18
*****************************************************************************
Price [$] 150 150 150 150 150 150 150 150 150 145 149 150
Mktg [$K] 400 400 400 400 400 400 400 400 400 50 341 400
-----------
MAJORACC
REGION 3
min/ave/max
-----------
Price [$] 375 375 375 375 375 375 375 375 375 370 373 375
Mktg [$K] 400 400 400 400 400 400 400 400 400 55 342 400
=======================================================================
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 Yes
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
------------------------------------------------------------------
=======================================================================
RESEARCH STUDY #12 (Market Statistics )
=======================================================================
Quarter 1 Quarter 2 Quarter 3 Quarter 4
----------- ----------- ----------- -----------
---------------
INDUSTRY DEMAND
---------------
Region 1:
Household Demand 99,006 102,946 98,985 105,677
Household Unfilled 0 0 0 3,000
MajorAcc Demand 77,729 80,149 82,050 76,289
MajorAcc Unfilled 0 0 1,272 7,912
Region 2:
Household Demand 70,734 76,739 78,201 80,409
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 4 PAGE 19
*****************************************************************************
Household Unfilled 0 0 0 0
MajorAcc Demand 58,615 61,003 60,767 65,853
MajorAcc Unfilled 0 0 0 923
Region 3:
Household Demand 114,792 116,172 123,087 113,765
Household Unfilled 0 0 45 8,582
MajorAcc Demand 40,525 43,880 42,904 45,111
MajorAcc Unfilled 0 0 0 3,619
---------------------
OVERALL MARKET SHARES
---------------------
Firm 1 16.6 17.1 16.1 13.9
Firm 2 16.7 16.6 16.4 16.0
Firm 3 16.7 15.9 17.1 19.0
Firm 4 16.7 17.1 16.0 15.6
Firm 5 16.7 16.2 17.2 18.8
Firm 6 16.7 17.1 17.1 16.7
=======================================================================
RESEARCH STUDY #13 (Employee Satisfaction )
=======================================================================
Quarter 1 Quarter 2 Quarter 3 Quarter 4
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 29.5 28.1 27.4 28.9
Service 1-2M 29.5 25.8 24.9 26.2
Service 2-1H 29.5 28.7 26.9 32.7
Service 2-2M 29.5 27.8 25.8 26.6
Service 3-1H 29.5 28.4 30.2 28.9
Service 3-2M 29.5 27.5 26.2 28.6
Service 4-1H 29.5 29.4 27.2 29.1
Service 4-2M 29.5 26.1 24.2 26.1
Service 5-1H 29.5 28.4 29.2 30.8
Service 5-2M 29.5 27.0 26.6 25.1
Service 6-1H 29.5 27.4 28.5 28.4
Service 6-2M 29.5 25.6 25.8 23.8
--------
REGION 2
--------
Service 1-1H 29.5 32.7 32.6 30.8
Service 1-2M 29.5 30.4 29.8 32.4
Service 2-1H 29.5 31.6 31.4 30.8
Service 2-2M 29.5 30.2 31.1 31.9
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Service 3-1H 29.5 30.6 30.0 33.7
Service 3-2M 29.5 28.6 31.0 30.8
Service 4-1H 29.5 32.3 32.3 31.8
Service 4-2M 29.5 29.3 30.0 29.2
Service 5-1H 29.5 32.8 31.5 33.0
Service 5-2M 29.5 29.9 31.2 32.8
Service 6-1H 29.5 30.4 30.7 32.0
Service 6-2M 29.5 30.3 27.8 29.5
--------
REGION 3
--------
Service 1-1H 29.5 28.0 27.5 28.8
Service 1-2M 29.5 31.4 29.8 34.4
Service 2-1H 29.5 26.1 27.4 26.6
Service 2-2M 29.5 31.5 31.0 32.1
Service 3-1H 29.5 25.9 27.8 28.1
Service 3-2M 29.5 31.5 30.3 35.0
Service 4-1H 29.5 26.7 26.4 27.3
Service 4-2M 29.5 32.2 30.6 31.9
Service 5-1H 29.5 27.2 27.4 28.0
Service 5-2M 29.5 31.8 31.0 33.6
Service 6-1H 29.5 27.4 26.0 25.1
Service 6-2M 29.5 31.1 32.6 32.1
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=======================================================================
RESEARCH STUDY #14 (Regional Summary Analysis )
=======================================================================
REGION 3 +---------+-----------------------------+-------+----+----+----+
HOUSEHOLD| Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-1 | 17,364 |15.3 ################## | 150 | 1 | 22-| 8-|
| 2-1r | 19,182 |16.9 #################### | 150 | 1 | 23-| 38 |
| 3-1 | 20,132 |17.7 ##################### | 145 | 1 | 16-| 38 |
| 4-1* | 16,082 |14.1 ################# | 150 | 1 | 23 | 38 |
| 5-1* | 22,819 |20.1+ #######################| 150 | 1 | 27+| 38 |
| 6-1* | 18,186 |16.0- ################### | 150 | 1 | 13-| 38 |
+--------+---------+-----------------------------+-------+----+----+----+
Total 113,765
REGION 3 +---------+-----------------------------+-------+----+----+----+
MAJORACC | Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-2r | 6,584 |14.6 ################ | 373 | 10-| 75+| 7-|
| 2-2u | 5,639 |12.5- ############## | 375 | 22 | 76+| 37 |
| 3-2 | 8,829 |19.6+ ###################### | 370 | 22 | 74+| 38 |
| 4-2 | 7,259 |16.1 ################## | 375 | 21 | 75+| 38 |
| 5-2 | 9,629 |21.3+ #######################| 375 | 22 | 75+| 38 |
| 6-2 | 7,171 |15.9 ################## | 375 | 22 | 74+| 46+|
+--------+---------+-----------------------------+-------+----+----+----+
Total 45,111
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 #20 (Customer Satisfaction )
=======================================================================
Quarter 1 Quarter 2 Quarter 3 Quarter 4
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 17.7 16.6 14.0 7.2
Service 1-2M 35.7 32.0 24.8 9.0
Service 2-1H 18.2 20.9 20.3 21.1
Service 2-2M 36.6 34.1 25.1 25.8
Service 3-1H 18.1 21.9 21.6 24.3
Service 3-2M 36.5 33.0 25.4 29.6
Service 4-1H 18.3 19.8 17.4 20.8
Service 4-2M 36.9 31.3 26.9 22.7
Service 5-1H 18.3 22.8 21.3 23.6
Service 5-2M 36.9 34.7 33.3 27.7
Service 6-1H 18.1 19.6 18.8 21.0
Service 6-2M 36.5 31.3 31.1 27.7
--------
REGION 2
--------
Service 1-1H 19.4 27.2 24.9 11.2
Service 1-2M 38.0 47.6 43.5 13.5
Service 2-1H 19.3 22.2 26.8 28.5
Service 2-2M 37.9 48.0 47.4 51.9
Service 3-1H 19.2 23.3 28.2 27.4
Service 3-2M 37.7 40.7 49.0 54.0
Service 4-1H 19.3 24.9 26.5 24.8
Service 4-2M 37.9 49.3 46.8 45.6
Service 5-1H 19.2 25.2 26.7 28.6
Service 5-2M 37.7 41.4 51.1 51.2
Service 6-1H 19.4 23.1 22.9 27.7
Service 6-2M 38.1 47.5 41.0 51.1
--------
REGION 3
--------
Service 1-1H 19.1 16.7 20.1 5.3
Service 1-2M 37.3 45.2 48.2 19.1
Service 2-1H 19.2 18.3 22.4 21.0
Service 2-2M 37.5 46.4 49.2 54.4
Service 3-1H 19.2 16.9 15.8 16.8
Service 3-2M 37.5 52.1 49.3 52.6
Service 4-1H 19.0 18.3 15.5 17.7
Service 4-2M 37.1 46.6 47.6 52.7
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Service 5-1H 19.4 21.0 16.9 21.3
Service 5-2M 37.9 50.4 50.3 55.6
Service 6-1H 19.2 18.9 12.7 14.9
Service 6-2M 37.5 47.0 52.3 56.0
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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 #12: Market Statistics 18
RESEARCH STUDY #13: Employee Satisfaction 19
RESEARCH STUDY #14: Regional Summary Analysis 21
RESEARCH STUDY #20: Customer Satisfaction 22
