L Sim.
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FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
PERFORMANCE EVALUATION REPORT, QUARTER 3 PAGE 1
*****************************************************************************
+--------+------- Industry -------+
| Firm 3 | Worst Average Best |
----------------------------------------+--------+--------------------------+
FINANCIAL | | |
Net Income to Revenues | 11.2%| 9.8% 11.1% 12.0%|
Change in Net Income to Revenues | 1.3%| -1.7% 0.3% 2.9%|
----------------------------------------+--------+--------------------------+
OPERATIONAL | | |
Forecasting Accuracy | 92.7%| 90.7% 93.4% 95.7%|
CSR Turnover | 7.6%| 10.7% 8.7% 7.1%|
CSR Cost/Call | 73.2 | 77.6 75.1 71.3 |
----------------------------------------+--------+--------------------------+
CUSTOMER | | |
Change in Market Share | 1.2%| -1.1% 0.0% 1.2%|
Customer Satisfaction | 31.6%| 29.2% 31.0% 33.3%|
----------------------------------------+--------+--------------------------+
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FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
LINKS DASHBOARD, QUARTER 3 PAGE 1
*****************************************************************************
Quarter 2 Quarter 3
+-----------------------+-----------------------+
Sales Volume | 76,585 | 83,169 |
Unfilled Orders | 0 | 0 |
----------------+-----------------------+-----------------------+
Price | 237 | 231 |
----------------+-----------------------+-----------------------+
Revenues | 18,214,125 100.0% | 19,216,350 100.0% |
Variable Costs | 3,198,260 17.6% | 3,359,235 17.5% |
Gross Margin | 14,250,015 78.2% | 15,025,425 78.2% |
Net Income | 1,814,937 10.0% | 2,161,151 11.2% |
+-----------------------+-----------------------+
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
CORPORATE P&L STATEMENT, QUARTER 3 PAGE 2
*****************************************************************************
All Services Service 3-1 Service 3-2
------------ ----------- -----------
Sales Volume 83,169 53,209 29,960
Unfilled Orders 0 0 0
Price 231 150 375
Revenues 19,216,350 7,981,350 11,235,000
- Variable Costs 3,359,235 1,277,016 2,082,219
- Order Processing 831,690 532,090 299,600
------------ ----------- -----------
Gross Margin 15,025,425 6,172,244 8,853,181
Gross Margin % 78.2% 77.3% 78.8%
Fixed & Other Costs:
Administrative O/H 600,000 300,000 300,000
Call Center Service 569,502 401,922 167,580
Consulting Fees 0
Corporate O/H 1,000,000
Forecast Inaccuracy 44,033 33,508 10,525
Information Technology 16,000
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 2,961,000 1,480,500 1,480,500
Service O/H 2,961,000 1,480,500 1,480,500
Service Hire&Fire 162,000 81,000 81,000
Unfilled Handling 0
Total Fixed & Other 10,713,535 4,977,430 4,720,105
------------ ----------- -----------
Operating Income 4,311,890 1,194,814 4,133,076
------------ ----------- -----------
Non-Operating Income 10,411
Taxes -2,161,150
============
Net Income 2,161,151
============
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FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
HISTORICAL CORPORATE P&L STATEMENT, QUARTER 3 PAGE 3
*****************************************************************************
Previous (Quarter 2) Current (Quarter 3)
--------------------- ---------------------
Sales Volume 76,585 83,169
Unfilled Orders 0 0
Price 237 231
Revenues 18,214,125 100.0% 19,216,350 100.0%
- Variable Costs 3,198,260 17.6% 3,359,235 17.5%
- Order Processing 765,850 4.2% 831,690 4.3%
------------ ------ ------------ ------
Gross Margin 14,250,015 78.2% 15,025,425 78.2%
Fixed & Other Costs:
Administrative O/H 600,000 3.3% 600,000 3.1%
Call Center Service 529,296 2.9% 569,502 3.0%
Consulting Fees 0 0.0% 0 0.0%
Corporate O/H 1,000,000 5.5% 1,000,000 5.2%
Forecast Inaccuracy 27,845 0.2% 44,033 0.2%
Information Technology 15,000 0.1% 16,000 0.1%
Introductions 0 0.0% 0 0.0%
Marketing 2,400,000 13.2% 2,400,000 12.5%
Marketing Creative 0 0.0% 0 0.0%
Price Changes 0 0.0% 0 0.0%
Reconfiguration 0 0.0% 0 0.0%
Research Studies 0 0.0% 0 0.0%
Service Salaries 2,943,000 16.2% 2,961,000 15.4%
Service O/H 2,943,000 16.2% 2,961,000 15.4%
Service Hire&Fire 162,000 0.9% 162,000 0.8%
Unfilled Handling 0 0.0% 0 0.0%
Total Fixed & Other 10,620,141 58.3% 10,713,535 55.8%
------------ ------ ------------ ------
Operating Income 3,629,874 19.9% 4,311,890 22.4%
------------ ------ ------------ ------
Non-Operating Income 0 0.0% 10,411 0.1%
Taxes -1,814,937 -10.0% -2,161,150 -11.2%
============ ====== ============ ======
Net Income 1,814,937 10.0% 2,161,151 11.2%
============ ====== ============ ======
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
SERVICE 3-1 P&L STATEMENT, QUARTER 3 PAGE 4
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 53,209 17,068 14,322 21,819
Unfilled Orders 0 0 0 0
Price 150 150 150 150
Revenues 7,981,350 2,560,200 2,148,300 3,272,850
- Variable Costs 1,277,016 409,632 343,728 523,656
- Order Processing 532,090 170,680 143,220 218,190
------------ ------------ ------------ ------------
Gross Margin 6,172,244 1,979,888 1,661,352 2,531,004
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 401,922 129,108 103,158 169,656
Forecast Inaccuracy 33,508 3,327 17,867 12,314
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 0 0 0 0
Service Salaries 1,480,500 495,000 504,000 481,500
Service O/H 1,480,500 495,000 504,000 481,500
Service Hire&Fire 81,000 27,000 27,000 27,000
Total Fixed Costs 4,977,430 1,649,435 1,656,025 1,671,970
------------ ------------ ------------ ------------
Operating Income 1,194,814 330,453 5,327 859,034
=============================================================================
Sales Volume Forecast 16,500 11,763 19,132
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 3-1 Configuration: H446320
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
SERVICE 3-2 P&L STATEMENT, QUARTER 3 PAGE 5
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 29,960 13,537 9,453 6,970
Unfilled Orders 0 0 0 0
Price 375 375 375 375
Revenues 11,235,000 5,076,375 3,544,875 2,613,750
- Variable Costs 2,082,219 940,821 656,983 484,415
- Order Processing 299,600 135,370 94,530 69,700
------------ ------------ ------------ ------------
Gross Margin 8,853,181 4,000,184 2,793,362 2,059,635
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 167,580 81,228 51,204 35,148
Forecast Inaccuracy 10,525 4,306 3,120 3,099
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 0 0 0 0
Service Salaries 1,480,500 495,000 504,000 481,500
Service O/H 1,480,500 495,000 504,000 481,500
Service Hire&Fire 81,000 27,000 27,000 27,000
Total Fixed Costs 4,720,105 1,602,534 1,589,324 1,528,247
------------ ------------ ------------ ------------
Operating Income 4,133,076 2,397,650 1,204,038 531,388
=============================================================================
Sales Volume Forecast 12,954 9,748 6,754
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 3-2 Configuration: M663131
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
BALANCE SHEET, QUARTER 3 PAGE 6
*****************************************************************************
ASSETS
------
Cash 1,921,635
Marketable Securities 2,106,694
Facilities and Equipment Investment 50,000,000
Total Assets 54,028,329
LIABILITIES AND EQUITIES
------------------------
Corporate Capitalization 50,000,000
Dividends, Current Quarter -648,345
Dividends, Cumulative Prior To This Quarter -1,078,081
Loans 0
Retained Earnings, Current Quarter 2,161,151
Retained Earnings, Cumulative Prior To This Quarter 3,593,604
Total Liabilities and Equities 54,028,329
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
SERVICE VARIABLE COST REPORT, QUARTER 3 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: ?????????????????????????????????????????????????? INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 3 PAGE 7
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
===============
STAFFING REPORT
===============
Beginning CSRs 327 111 111 105
- CSR Resignations -25 -10 -8 -7
- CSR Firing 0 0 0 0
+ CSR Hiring 27 9 9 9
= Available CSRs 329 110 112 107
===================
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 101 103 98
Hires Productivity 304.5 304.5 304.5
Hires 9 9 9
Time Allocation 50% 50% 50%
Potential CSR Capacity 24,439 24,896 23,754
CSR Maximum Capacity Limit 95% 95% 95%
Actual CSR Capacity 23,217 23,651 22,566
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 101 103 98
Hires Productivity 197.1 197.1 197.1
Hires 9 9 9
Time Allocation 50% 50% 50%
Potential CSR Capacity 15,813 16,109 15,370
CSR Maximum Capacity Limit 95% 95% 95%
Actual CSR Capacity 15,022 15,303 14,601
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 3 PAGE 8
*****************************************************************************
===============
ACTIVITY REPORT
===============
SERVICE 3-1
Service Calls 53,209 17,068 14,322 21,819
CSR Capacity 73,089 24,439 24,896 23,754
CSR Utilization [Q# 3] 70% 58% 92%
CSR Utilization [Q# 2] 66% 46% 82%
CSR Cost/Call 57.17 59.59 72.27 45.37
CSR Turnover 4% 11% 13%
SERVICE 3-2
Service Calls 29,960 13,537 9,453 6,970
CSR Capacity 47,292 15,813 16,109 15,370
CSR Utilization [Q# 3] 86% 59% 45%
CSR Utilization [Q# 2] 88% 55% 46%
CSR Cost/Call 101.54 75.13 109.49 142.04
CSR Turnover 15% 4% 0%
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
SERVICE CENTER STATISTICS REPORT, QUARTER 3 PAGE 9
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
SERVICE 3-1
-----------
Billings 6,004 1,960 1,504 2,540
Design Configuration 2,710 879 751 1,080
Design Quality 11,882 3,715 3,308 4,859
First-Time Usage 6,475 2,185 1,723 2,567
Introduction 0 0 0 0
Miscellaneous 6,305 2,202 1,580 2,523
Service Call Duration 2,653 823 713 1,117
Service Experience 7,900 2,424 1,084 4,392
Service Scheduling 23,058 7,330 6,530 9,198
Unfilled Orders 0 0 0 0
SERVICE 3-2
-----------
Billings 3,677 1,734 1,125 818
Design Configuration 1,485 674 473 338
Design Quality 5,042 2,217 1,670 1,155
First-Time Usage 3,852 1,786 1,227 839
Introduction 0 0 0 0
Miscellaneous 3,801 1,742 1,233 826
Service Call Duration 725 337 223 165
Service Experience 4,216 2,744 947 525
Service Scheduling 5,132 2,304 1,636 1,192
Unfilled Orders 0 0 0 0
ALL SERVICES
------------
Billings 9,681 3,694 2,629 3,358
Design Configuration 4,195 1,553 1,224 1,418
Design Quality 16,924 5,932 4,978 6,014
First-Time Usage 10,327 3,971 2,950 3,406
Introduction 0 0 0 0
Miscellaneous 10,106 3,944 2,813 3,349
Service Call Duration 3,378 1,160 936 1,282
Service Experience 12,116 5,168 2,031 4,917
Service Scheduling 28,190 9,634 8,166 10,390
Unfilled Orders 0 0 0 0
... Total ... 94,917
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
INFORMATION TECHNOLOGY REPORT, QUARTER 3 PAGE 10
*****************************************************************************
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 3: ?????????????????????????????????????????????????? INDUSTRY NCP
FORECASTING ACCURACY REPORT, QUARTER 3 PAGE 11
*****************************************************************************
Region Forecast Actual Accuracy
------ ---------- ---------- --------
Service 3-1 1 16,500 17,068 96.7%
Service 3-1 2 11,763 14,322 82.1%
Service 3-1 3 19,132 21,819 87.7%
Service 3-2 1 12,954 13,537 95.7%
Service 3-2 2 9,748 9,453 96.9%
Service 3-2 3 6,754 6,970 96.9%
SUMMARY: For 6 forecasts, average forecasting accuracy is 92.7%
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 92.7% 88.8% 96.5%
Number of Forecasts 6 3 3
Region-Specific Region Region Region
Forecasting Accuracy Overall 1 2 3
-------------------- ------- ------ ------ ------
Forecasting Accuracy 92.7% 96.2% 89.5% 92.3%
Number of Forecasts 6 2 2 2
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FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
FORECASTING ACCURACY REPORT, QUARTER 3 PAGE 12
*****************************************************************************
Quarter Quarter Quarter
SALES HISTORY 1 2 3
------------- -------- -------- --------
REGION 1
Service 3-1H 16,500 16,382 17,068
Service 3-2M 12,954 14,118 13,537
REGION 2
Service 3-1H 11,763 11,319 14,322
Service 3-2M 9,748 8,791 9,453
REGION 3
Service 3-1H 19,132 18,989 21,819
Service 3-2M 6,754 6,986 6,970
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
SUPPORT SERVICES INDUSTRY BULLETIN, QUARTER 3 PAGE 13
*****************************************************************************
Welcome to the quarter 3 issue of the Support Services Industry Bulletin.
Notable industry developments are highlighted in the Bulletin.
INDUSTRY NEWS HEADLINES
Total industry NCP profits were 12,804,314 this quarter.
Firm 5 leads industry NCP in market share (17.2%).
Firm 6 has the second-highest market share in industry NCP (17.1%).
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
No services were reconfigured this quarter.
*****************************************************************************
FIRM 3: ?????????????????????????????????????????????????? INDUSTRY NCP
DECISION VARIABLE CHECKS AND MESSAGES, QUARTER 3 PAGE 15
*****************************************************************************
FORECASTING DECISION VARIABLE CHECKS [Firm NCP3]
6 forecasts are unchanged. Forecasts are normally changed every quarter.
RESEARCH STUDIES DECISION VARIABLE CHECKS [Firm NCP3]
No research studies have been ordered.
Research studies are normally ordered every quarter.
