L Sim.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
PERFORMANCE EVALUATION REPORT, QUARTER 6 PAGE 1
*****************************************************************************
+--------+------- Industry -------+
| Firm 3 | Worst Average Best |
----------------------------------------+--------+--------------------------+
FINANCIAL | | |
Net Income to Revenues | -0.8%| -0.8% 2.9% 8.6%|
Change in Net Income to Revenues | -7.0%| -8.0% -4.1% 2.1%|
----------------------------------------+--------+--------------------------+
OPERATIONAL | | |
Forecasting Accuracy | 78.4%| 65.8% 76.4% 83.4%|
CSR Turnover | 8.1%| 12.7% 9.5% 7.5%|
CSR Cost/Call | 95.2 | 126.2 94.7 77.2 |
----------------------------------------+--------+--------------------------+
CUSTOMER | | |
Change in Market Share | -1.0%| -3.4% 0.0% 11.3%|
Customer Satisfaction | 31.6%| 11.7% 29.0% 44.1%|
----------------------------------------+--------+--------------------------+
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
LINKS DASHBOARD, QUARTER 6 PAGE 1
*****************************************************************************
Quarter 5 Quarter 6
+-----------------------+-----------------------+
Sales Volume | 95,983 | 100,697 |
Unfilled Orders | 10,562 | 2,368 |
----------------+-----------------------+-----------------------+
Price | 232 | 217 |
----------------+-----------------------+-----------------------+
Revenues | 22,330,163 100.0% | 21,945,105 100.0% |
Variable Costs | 4,707,879 21.1% | 4,974,962 22.7% |
Gross Margin | 16,662,454 74.6% | 15,963,173 72.7% |
Net Income | 1,389,615 6.2% | -164,832 -0.8% |
+-----------------------+-----------------------+
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
CORPORATE P&L STATEMENT, QUARTER 6 PAGE 2
*****************************************************************************
All Services Service 3-1 Service 3-2
------------ ----------- -----------
Sales Volume 100,697 64,838 35,859
Unfilled Orders 2,368 2,368 0
Price 217 137 362
Revenues 21,945,105 8,944,738 13,000,367
- Variable Costs 4,974,962 2,285,537 2,689,425
- Order Processing 1,006,970 648,380 358,590
------------ ----------- -----------
Gross Margin 15,963,173 6,010,821 9,952,352
Gross Margin % 72.7% 67.2% 76.6%
Fixed & Other Costs:
Administrative O/H 600,000 300,000 300,000
Call Center Service 674,514 483,780 190,734
Consulting Fees -300,000
Corporate O/H 1,000,000
Forecast Inaccuracy 129,599 45,503 84,096
Information Technology 1,045,050
Introductions 0
Marketing 2,800,000 1,400,000 1,400,000
Marketing Creative 560,000 280,000 280,000
Price Changes 119,659 55,360 64,299
Reconfiguration 60,000
Research Studies 32,500
Service Salaries 4,462,500 2,418,780 2,043,720
Service O/H 4,462,500 2,418,780 2,043,720
Service Hire&Fire 665,000 364,700 300,300
Unfilled Handling 47,360
Total Fixed & Other 16,358,682 7,766,903 6,706,869
------------ ----------- -----------
Operating Income -395,509 -1,756,082 3,245,483
------------ ----------- -----------
Non-Operating Income 65,845
Taxes 164,832
============
Net Income -164,832
============
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
HISTORICAL CORPORATE P&L STATEMENT, QUARTER 6 PAGE 3
*****************************************************************************
Previous (Quarter 5) Current (Quarter 6)
--------------------- ---------------------
Sales Volume 95,983 100,697
Unfilled Orders 10,562 2,368
Price 232 217
Revenues 22,330,163 100.0% 21,945,105 100.0%
- Variable Costs 4,707,879 21.1% 4,974,962 22.7%
- Order Processing 959,830 4.3% 1,006,970 4.6%
------------ ------ ------------ ------
Gross Margin 16,662,454 74.6% 15,963,173 72.7%
Fixed & Other Costs:
Administrative O/H 600,000 2.7% 600,000 2.7%
Call Center Service 715,398 3.2% 674,514 3.1%
Consulting Fees -300,000 -1.3% -300,000 -1.4%
Corporate O/H 1,000,000 4.5% 1,000,000 4.6%
Forecast Inaccuracy 66,127 0.3% 129,599 0.6%
Information Technology 422,100 1.9% 1,045,050 4.8%
Introductions 0 0.0% 0 0.0%
Marketing 2,630,000 11.8% 2,800,000 12.8%
Marketing Creative 526,000 2.4% 560,000 2.6%
Price Changes 120,022 0.5% 119,659 0.5%
Reconfiguration 70,000 0.3% 60,000 0.3%
Research Studies 49,000 0.2% 32,500 0.1%
Service Salaries 3,769,500 16.9% 4,462,500 20.3%
Service O/H 3,769,500 16.9% 4,462,500 20.3%
Service Hire&Fire 287,000 1.3% 665,000 3.0%
Unfilled Handling 211,240 0.9% 47,360 0.2%
Total Fixed & Other 13,935,887 62.4% 16,358,682 74.5%
------------ ------ ------------ ------
Operating Income 2,726,567 12.2% -395,509 -1.8%
------------ ------ ------------ ------
Non-Operating Income 52,663 0.2% 65,845 0.3%
Taxes -1,389,615 -6.2% 164,832 0.8%
============ ====== ============ ======
Net Income 1,389,615 6.2% -164,832 -0.8%
============ ====== ============ ======
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE 3-1 P&L STATEMENT, QUARTER 6 PAGE 4
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 64,838 19,778 16,936 28,124
Unfilled Orders 2,368 0 0 2,368
Price 137 139 135 139
Revenues 8,944,738 2,749,142 2,286,360 3,909,236
- Variable Costs 2,285,537 697,174 596,993 991,370
- Order Processing 648,380 197,780 169,360 281,240
------------ ------------ ------------ ------------
Gross Margin 6,010,821 1,854,188 1,520,007 2,636,626
Gross Margin % 67.2% 67.4% 66.5% 67.4%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 483,780 144,186 112,854 226,740
Forecast Inaccuracy 45,503 21,346 21,043 3,114
Marketing 1,400,000 460,000 480,000 460,000
Marketing Creative 280,000 92,000 96,000 92,000
Price Changes 55,360 17,672 17,115 20,573
Service Salaries 2,418,780 753,480 714,000 951,300
Service O/H 2,418,780 753,480 714,000 951,300
Service Hire&Fire 364,700 109,200 87,500 168,000
Total Fixed Costs 7,766,903 2,451,364 2,342,512 2,973,027
------------ ------------ ------------ ------------
Operating Income -1,756,082 -597,176 -822,505 -336,401
=============================================================================
Sales Volume Forecast 24,000 20,500 29,000
Service: CSR Salary $/Month 3,500 3,500 3,500
Service: CSR Hiring&Firing 30 25 40
Service: CSR Maximum Capacity Limit 98 98 98
Service: CSR Time Allocation 52 50 60
Marketing Mix Allocation 303040 303040 303040
Marketing Positioning 47 47 47
Service 3-1 Configuration: H445321
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE 3-2 P&L STATEMENT, QUARTER 6 PAGE 5
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------------ ------------ ------------ ------------
Active? Yes Yes Yes
Sales Volume 35,859 13,935 10,844 11,080
Unfilled Orders 0 0 0 0
Price 362 365 363 359
Revenues 13,000,367 5,086,275 3,936,372 3,977,720
- Variable Costs 2,689,425 1,045,125 813,300 831,000
- Order Processing 358,590 139,350 108,440 110,800
------------ ------------ ------------ ------------
Gross Margin 9,952,352 3,901,800 3,014,632 3,035,920
Gross Margin % 76.6% 76.7% 76.6% 76.3%
Fixed Costs:
Administrative O/H 300,000 100,000 100,000 100,000
Call Center Service 190,734 79,854 60,390 50,490
Forecast Inaccuracy 84,096 32,759 47,547 3,790
Marketing 1,400,000 400,000 450,000 550,000
Marketing Creative 280,000 80,000 90,000 110,000
Price Changes 64,299 23,315 20,840 20,144
Service Salaries 2,043,720 695,520 714,000 634,200
Service O/H 2,043,720 695,520 714,000 634,200
Service Hire&Fire 300,300 100,800 87,500 112,000
Total Fixed Costs 6,706,869 2,207,768 2,284,277 2,214,824
------------ ------------ ------------ ------------
Operating Income 3,245,483 1,694,032 730,355 821,096
=============================================================================
Sales Volume Forecast 18,500 16,000 11,500
Service: CSR Salary $/Month 3,500 3,500 3,500
Service: CSR Hiring&Firing 30 25 40
Service: CSR Maximum Capacity Limit 98 98 98
Service: CSR Time Allocation 48 50 40
Marketing Mix Allocation 303040 303040 303040
Marketing Positioning 47 47 47
Service 3-2 Configuration: M662131
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
BALANCE SHEET, QUARTER 6 PAGE 6
*****************************************************************************
ASSETS
------
Cash 2,194,510
Marketable Securities 4,263,386
Facilities and Equipment Investment 50,000,000
Total Assets 56,457,896
LIABILITIES AND EQUITIES
------------------------
Corporate Capitalization 50,000,000
Dividends, Current Quarter 0
Dividends, Cumulative Prior To This Quarter -2,838,310
Loans 0
Retained Earnings, Current Quarter -164,832
Retained Earnings, Cumulative Prior To This Quarter 9,461,038
Total Liabilities and Equities 56,457,896
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE VARIABLE COST REPORT, QUARTER 6 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 18.00
Scheduling Style 3.00 12.00
Service Call Duration 10.00 25.00
Service Call Format 20.00 20.00
------- -------
35.25 75.00
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 6 PAGE 7
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
===============
STAFFING REPORT
===============
Beginning CSRs 359 119 121 119
- CSR Resignations -29 -11 -10 -8
- CSR Firing 0 0 0 0
+ CSR Hiring 95 30 25 40
= Available CSRs 425 138 136 151
===================
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 108 111 111
Hires Productivity 231.6 231.6 231.6
Hires 30 25 40
Time Allocation 52% 50% 60%
Potential CSR Capacity 23,125 22,178 28,698
CSR Maximum Capacity Limit 98% 98% 98%
Actual CSR Capacity 22,662 21,734 28,124
SERVICE 3-2 [M662131]
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 -37.5 -37.5 -37.5
- Duration and Format -167.4 -167.4 -167.4
Net CSR Productivity 287.1 287.1 287.1
CSRs 108 111 111
Hires Productivity 191.4 191.4 191.4
Hires 30 25 40
Time Allocation 48% 50% 40%
Potential CSR Capacity 17,636 18,323 15,806
CSR Maximum Capacity Limit 98% 98% 98%
Actual CSR Capacity 17,283 17,956 15,489
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE OPERATIONS REPORT, QUARTER 6 PAGE 8
*****************************************************************************
===============
ACTIVITY REPORT
===============
SERVICE 3-1
Service Calls 64,838 19,778 16,936 28,124
CSR Capacity 74,001 23,125 22,178 28,698
CSR Utilization [Q# 6] 86% 76% 98%
CSR Utilization [Q# 5] 97% 93% 97%
CSR Cost/Call 80.23 81.72 89.48 73.62
CSR Turnover 15% 8% 6%
SERVICE 3-2
Service Calls 35,859 13,935 10,844 11,080
CSR Capacity 51,765 17,636 18,323 15,806
CSR Utilization [Q# 6] 79% 59% 70%
CSR Utilization [Q# 5] 93% 77% 57%
CSR Cost/Call 122.36 107.06 139.75 124.58
CSR Turnover 4% 8% 9%
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SERVICE CENTER STATISTICS REPORT, QUARTER 6 PAGE 9
*****************************************************************************
All Region Region Region
Regions 1 2 3
------- ------- ------- -------
SERVICE 3-1
-----------
Billings 3,613 1,110 1,105 1,398
Design Configuration 3,379 1,006 803 1,570
Design Quality 14,450 4,572 3,555 6,323
First-Time Usage 8,476 2,511 2,072 3,893
Introduction 0 0 0 0
Miscellaneous 7,892 2,578 2,091 3,223
Service Call Duration 3,480 1,036 847 1,597
Service Experience 12,473 3,856 2,329 6,288
Service Scheduling 24,790 7,309 6,007 11,474
Unfilled Orders 2,077 53 0 2,024
SERVICE 3-2
-----------
Billings 2,142 844 726 572
Design Configuration 5,207 2,046 1,595 1,566
Design Quality 5,431 2,087 1,775 1,569
First-Time Usage 4,548 1,831 1,407 1,310
Introduction 0 0 0 0
Miscellaneous 4,541 1,814 1,472 1,255
Service Call Duration 875 330 269 276
Service Experience 4,729 2,631 1,513 585
Service Scheduling 4,316 1,726 1,308 1,282
Unfilled Orders 0 0 0 0
ALL SERVICES
------------
Billings 5,755 1,954 1,831 1,970
Design Configuration 8,586 3,052 2,398 3,136
Design Quality 19,881 6,659 5,330 7,892
First-Time Usage 13,024 4,342 3,479 5,203
Introduction 0 0 0 0
Miscellaneous 12,433 4,392 3,563 4,478
Service Call Duration 4,355 1,366 1,116 1,873
Service Experience 17,202 6,487 3,842 6,873
Service Scheduling 29,106 9,035 7,315 12,756
Unfilled Orders 2,077 53 0 2,024
... Total ... 112,419
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
INFORMATION TECHNOLOGY REPORT, QUARTER 6 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? 2 700,000
Telecommunications Systems Support? 101 180,050
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 6 PAGE 11
*****************************************************************************
Region Forecast Actual Accuracy
------ ---------- ---------- --------
Service 3-1 1 24,000 19,778 78.7%
Service 3-1 2 20,500 16,936 79.0%
Service 3-1 3 29,000 28,124 96.9%
Service 3-2 1 18,500 13,935 67.2%
Service 3-2 2 16,000 10,844 52.5%
Service 3-2 3 11,500 11,080 96.2%
SUMMARY: For 6 forecasts, average forecasting accuracy is 78.4%
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 78.4% 84.8% 72.0%
Number of Forecasts 6 3 3
Region-Specific Region Region Region
Forecasting Accuracy Overall 1 2 3
-------------------- ------- ------ ------ ------
Forecasting Accuracy 78.4% 72.9% 65.7% 96.5%
Number of Forecasts 6 2 2 2
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
FORECASTING ACCURACY REPORT, QUARTER 6 PAGE 12
*****************************************************************************
Quarter Quarter Quarter Quarter Quarter Quarter
SALES HISTORY 1 2 3 4 5 6
------------- -------- -------- -------- -------- -------- --------
REGION 1
Service 3-1H 16,500 16,382 17,068 21,717 19,321 19,778
Service 3-2M 12,954 14,118 13,537 13,417 15,688 13,935
REGION 2
Service 3-1H 11,763 11,319 14,322 14,988 18,725 16,936
Service 3-2M 9,748 8,791 9,453 13,294 13,276 10,844
REGION 3
Service 3-1H 19,132 18,989 21,819 20,132 19,266 28,124
Service 3-2M 6,754 6,986 6,970 8,829 9,707 11,080
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SUPPORT SERVICES INDUSTRY BULLETIN, QUARTER 6 PAGE 13
*****************************************************************************
Welcome to the quarter 6 issue of the Support Services Industry Bulletin.
Notable industry developments are highlighted in the Bulletin.
INDUSTRY NEWS HEADLINES
Total industry NCP profits were 3,129,367 this quarter.
Firm 5 leads industry NCP in market share (31.5%).
Firm 3 has the second-highest market share in industry NCP (18.5%).
Total industry NCP research study spending was 423,500 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 2-2 has been reconfigured this quarter.
Service 3-2 has been reconfigured this quarter.
Service 5-2 has been reconfigured this quarter.
Service 6-2 has been reconfigured this quarter.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
SPECIAL MESSAGES ABOUT YOUR LINKS VERSION, QUARTER 6 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 #11 Benchmarking - Operating Statistics 2,500
RS #12 Market Statistics 2,500
RS #14 Regional Summary Analysis 5,000
RS #27 Marketing Program Benchmarking 6,000
---------
Total (Plan-Ahead) Research Studies Billings 32,500
---------
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 6 PAGE 15
*****************************************************************************
=======================================================================
RESEARCH STUDY # 1 (Benchmarking - Earnings )
=======================================================================
Current Cumulative Current
Net Income Net Income Dividends
----------- ----------- -----------
Firm 1 60,591 9,158,191 18,177
Firm 2 307,712 8,692,653 92,313
Firm 3 -164,832 9,296,206 0
Firm 4 1,181,752 10,987,174 354,525
Firm 5 35,878 9,156,074 10,763
Firm 6 1,708,266 10,427,525 512,479
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 27.53 28.68 27.08 45.56 26.65 46.51
Shares 2.5M 2.5M 2.5M 2.5M 2.5M 2.5M
EPS 0.02 0.12 -0.07 0.47 0.01 0.68
DPS 0.01 0.04 0.00 0.14 0.00 0.20
MarketCap 68M 71M 67M 113M 66M 116M
=======================================================================
RESEARCH STUDY # 3 (Benchmarking - Service Design )
=======================================================================
Service 1-1H Configuration: H896330 [reconfigured in quarter 6]
Service 1-2M Configuration: M893121 [reconfigured in quarter 4]
Service 2-1H Configuration: H556320 [reconfigured in quarter 4]
Service 2-2M Configuration: M773231 [reconfigured in quarter 6]
Service 3-1H Configuration: H445321 [reconfigured in quarter 5]
Service 3-2M Configuration: M662131 [reconfigured in quarter 6]
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: M991131 [reconfigured in quarter 6]
Service 6-1H Configuration: H664321 [reconfigured in quarter 5]
Service 6-2M Configuration: M662031 [reconfigured in quarter 6]
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 16
*****************************************************************************
=======================================================================
RESEARCH STUDY # 8 (Benchmarking - Service (CSR Usage) )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 73.0 54.2 56.8 49.3
Service 1-2M 86.9 85.7 71.8 59.1
Service 2-1H 69.9 70.6 63.4 57.2
Service 2-2M 92.9 90.0 90.0 71.6
Service 3-1H 69.8 85.9 97.0 85.5
Service 3-2M 85.6 82.0 92.6 79.0
Service 4-1H 66.4 85.0 88.1 76.7
Service 4-2M 88.9 78.4 73.3 60.1
Service 5-1H 70.5 69.5 95.0 95.0
Service 5-2M 95.0 84.9 76.5 95.0
Service 6-1H 75.4 80.2 78.9 76.1
Service 6-2M 95.0 93.0 95.0 71.0
--------
REGION 2
--------
Service 1-1H 50.2 41.4 43.4 43.8
Service 1-2M 57.1 52.6 47.1 26.1
Service 2-1H 49.0 40.7 41.5 51.0
Service 2-2M 58.5 80.0 80.0 51.0
Service 3-1H 57.5 59.3 92.7 76.4
Service 3-2M 58.7 81.3 77.2 59.2
Service 4-1H 49.6 67.1 70.6 64.4
Service 4-2M 67.2 51.2 60.7 47.6
Service 5-1H 50.2 37.3 62.9 42.7
Service 5-2M 59.2 90.7 58.8 95.0
Service 6-1H 49.8 62.5 64.4 78.3
Service 6-2M 66.8 70.4 61.7 94.4
--------
REGION 3
--------
Service 1-1H 83.5 64.4 51.8 60.5
Service 1-2M 40.0 43.1 45.6 37.8
Service 2-1H 84.9 50.1 50.3 53.1
Service 2-2M 48.2 90.0 90.0 68.7
Service 3-1H 91.9 82.6 97.0 98.0
Service 3-2M 45.3 56.0 57.4 70.1
Service 4-1H 77.7 85.0 85.0 85.0
Service 4-2M 45.9 37.9 41.9 41.3
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 17
*****************************************************************************
Service 5-1H 77.2 95.0 93.3 95.0
Service 5-2M 51.2 56.6 36.6 55.4
Service 6-1H 95.0 95.0 95.0 95.0
Service 6-2M 44.4 37.2 48.9 69.4
=======================================================================
RESEARCH STUDY # 9 (Benchmarking - Marketing )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
-------------- -------------- -------------- --------------
-----------
HOUSEHOLD
REGION 1
min/ave/max
-----------
Price [$] 150 150 150 145 149 150 135 148 160 117 144 160
Mktg [$K] 400 400 400 50 341 400 75 404 700 50 435 700
-----------
MAJORACC
REGION 1
min/ave/max
-----------
Price [$] 375 375 375 370 373 375 365 373 385 315 365 389
Mktg [$K] 400 400 400 55 342 400 50 375 600 50 380 600
-----------
HOUSEHOLD
REGION 2
min/ave/max
-----------
Price [$] 150 150 150 145 149 150 135 147 160 135 148 160
Mktg [$K] 400 400 400 50 341 400 100 409 700 50 421 700
-----------
MAJORACC
REGION 2
min/ave/max
-----------
Price [$] 375 375 375 370 373 375 365 373 385 315 365 389
Mktg [$K] 400 400 400 55 342 400 75 379 600 50 388 600
-----------
HOUSEHOLD
REGION 3
min/ave/max
-----------
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 18
*****************************************************************************
Price [$] 150 150 150 145 149 150 140 148 160 117 144 160
Mktg [$K] 400 400 400 50 341 400 50 400 700 50 418 700
-----------
MAJORACC
REGION 3
min/ave/max
-----------
Price [$] 375 375 375 370 373 375 360 370 375 350 368 379
Mktg [$K] 400 400 400 55 342 400 100 395 600 50 405 600
=======================================================================
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 No Yes Yes Yes Yes No
Internal CSR Satisfaction Survey No No No Yes No No
Internet-Delivered Ancillary Service No No Yes No Yes Yes
Telecommunications Systems Support No Yes Yes Yes Yes Yes
------------------------------------------------------------------
Research Study Ordering Frequency Across All Firms in Industry NCP
------------------------------------------------------------------
1 Benchmarking - Earnings 25.0%
3 Benchmarking - Service Design 41.7%
8 Benchmarking - Service (CSR Usage) 33.3%
9 Benchmarking - Marketing 41.7%
10 Benchmarking - Info Tech & Research Studies 25.0%
11 Benchmarking - Operating Statistics 16.7%
12 Market Statistics 25.0%
13 Employee Satisfaction 41.7%
14 Regional Summary Analysis 58.3%
18 Experience Quality Perceptions 16.7%
20 Customer Satisfaction 41.7%
24 Price Sensitivity Analysis 8.3%
26 Importance-Performance Analysis 16.7%
27 Marketing Program Benchmarking 25.0%
34 Accessibility Perception Drivers 8.3%
*****************************************************************************
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RESEARCH STUDIES, QUARTER 6 PAGE 19
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=======================================================================
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 22.7% 16.8% 19.8% 22.7%
Gross Margin 72.7% 72.7% 75.7% 78.6%
Administrative O/H 2.7% 1.8% 3.3% 5.4%
Marketing 12.8% 2.7% 11.7% 16.1%
Research Studies 0.1% 0.0% 0.3% 1.0%
Service 43.7% 29.5% 42.3% 55.5%
Total Fixed Costs 74.5% 58.0% 70.3% 77.4%
Operating Income -1.8% -1.8% 5.4% 16.8%
Net Income -0.8% -0.8% 2.9% 8.6%
CSR SALARY
Region 1 3,500 3,000 3,220 3,500
Region 2 3,500 3,000 3,241 3,500
Region 3 3,500 3,000 3,304 3,500
CSR CALLS STATISTICS
Region 1 33,713 17,476 31,631 67,100
Region 2 27,780 12,925 26,742 46,904
Region 3 39,204 18,693 32,508 57,750
CSR $/CALL STATISTICS
Region 1 92.19 61.38 85.28 107.55
Region 2 109.11 72.85 107.61 161.87
Region 3 83.01 71.73 89.41 119.10
=======================================================================
RESEARCH STUDY #12 (Market Statistics )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
---------------
INDUSTRY DEMAND
---------------
Region 1:
Household Demand 98,985 105,677 101,623 115,032
Household Unfilled 0 3,000 4,452 145
MajorAcc Demand 82,050 76,289 81,282 74,757
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FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 20
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MajorAcc Unfilled 1,272 7,912 2,748 13,399
Region 2:
Household Demand 78,201 80,409 85,609 89,021
Household Unfilled 0 0 0 0
MajorAcc Demand 60,767 65,853 67,099 71,431
MajorAcc Unfilled 0 923 773 5,088
Region 3:
Household Demand 123,087 113,765 110,173 140,731
Household Unfilled 45 8,582 15,361 4,890
MajorAcc Demand 42,904 45,111 46,580 54,322
MajorAcc Unfilled 0 3,619 788 0
---------------------
OVERALL MARKET SHARES
---------------------
Firm 1 16.1 13.9 12.4 9.0
Firm 2 16.4 16.0 16.7 14.2
Firm 3 17.1 19.0 19.5 18.5
Firm 4 16.0 15.6 16.1 12.9
Firm 5 17.2 18.8 20.2 31.5
Firm 6 17.1 16.7 15.1 14.0
=======================================================================
RESEARCH STUDY #13 (Employee Satisfaction )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 27.4 28.9 31.7
Service 1-2M 24.9 26.2 25.9
Service 2-1H 26.9 32.7 34.4 31.6
Service 2-2M 25.8 26.6 31.0 28.0
Service 3-1H 30.2 28.9 30.8 33.3
Service 3-2M 26.2 28.6 32.0 33.6
Service 4-1H 27.2 29.1 26.6 27.6
Service 4-2M 24.2 26.1 29.4 28.8
Service 5-1H 29.2 30.8 34.9 47.0
Service 5-2M 26.6 25.1 32.3 50.2
Service 6-1H 28.5 28.4
Service 6-2M 25.8 23.8
--------
REGION 2
--------
Service 1-1H 32.6 30.8 34.2
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RESEARCH STUDIES, QUARTER 6 PAGE 21
*****************************************************************************
Service 1-2M 29.8 32.4 32.9
Service 2-1H 31.4 30.8 34.4 32.3
Service 2-2M 31.1 31.9 28.7 29.0
Service 3-1H 30.0 33.7 34.6 31.6
Service 3-2M 31.0 30.8 28.7 31.3
Service 4-1H 32.3 31.8 30.5 28.5
Service 4-2M 30.0 29.2 33.3 32.6
Service 5-1H 31.5 33.0 37.0 52.8
Service 5-2M 31.2 32.8 31.3 53.0
Service 6-1H 30.7 32.0
Service 6-2M 27.8 29.5
--------
REGION 3
--------
Service 1-1H 27.5 28.8 31.9
Service 1-2M 29.8 34.4 34.6
Service 2-1H 27.4 26.6 36.0 34.8
Service 2-2M 31.0 32.1 29.7 26.8
Service 3-1H 27.8 28.1 30.1 32.7
Service 3-2M 30.3 35.0 37.2 42.8
Service 4-1H 26.4 27.3 27.2 26.2
Service 4-2M 30.6 31.9 33.8 32.4
Service 5-1H 27.4 28.0 30.7 43.4
Service 5-2M 31.0 33.6 36.9 50.5
Service 6-1H 26.0 25.1
Service 6-2M 32.6 32.1
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RESEARCH STUDIES, QUARTER 6 PAGE 22
*****************************************************************************
=======================================================================
RESEARCH STUDY #14 (Regional Summary Analysis )
=======================================================================
REGION 1 +---------+-----------------------------+-------+----+----+----+
HOUSEHOLD| Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-1r | 9,636 | 8.4- ###### | 150 | 1 | 63+| 6-|
| 2-1 | 16,369 |14.2- ######### | 150 | 1 | 61+| 38+|
| 3-1 | 19,778 |17.2 ########### | 139 | 1 | 26-| 38 |
| 4-1 | 13,300 |11.6- ####### | 150 | 1 | 18-| 33 |
| 5-1u | 43,917 |38.2+ #######################| 117 | 1 | 32-| 56+|
| 6-1 | 12,032 |10.5- ####### | 160 | 1 | 33 | 41+|
+--------+---------+-----------------------------+-------+----+----+----+
Total 115,032
REGION 1 +---------+-----------------------------+-------+----+----+----+
MAJORACC | Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-2 | 7,840 |10.5 ######## | 373 | 17 | 25+| 6 |
| 2-2r | 9,590 |12.8- ########## | 375 | 14-| 13 | 33 |
| 3-2r | 13,935 |18.6 ############## | 365 | 35+| 23-| 34 |
| 4-2 | 10,557 |14.1 ########### | 375 | 25 | 26+| 33 |
| 5-2* | 23,183 |31.0+ #######################| 315-| 51+| 41+| 47+|
| 6-2r | 9,652 |12.9- ########## | 389 | 69+| 9 | 38 |
+--------+---------+-----------------------------+-------+----+----+----+
Total 74,757
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.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 23
*****************************************************************************
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 24
*****************************************************************************
=======================================================================
RESEARCH STUDY #14 (Regional Summary Analysis )
=======================================================================
REGION 2 +---------+-----------------------------+-------+----+----+----+
HOUSEHOLD| Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-1r | 9,195 |10.3- ########## | 150 | 1 | 78 | 7-|
| 2-1 | 14,681 |16.5 ################ | 150 | 1 | 79 | 44+|
| 3-1 | 16,936 |19.0- ################### | 135 | 1 | 47-| 43+|
| 4-1 | 12,302 |13.8- ############## | 150 | 1 | 53-| 38 |
| 5-1 | 21,579 |24.2+ #######################| 143 | 1 | 78 | 54 |
| 6-1 | 14,328 |16.1 ################ | 160 | 2 | 71 | 40 |
+--------+---------+-----------------------------+-------+----+----+----+
Total 89,021
REGION 2 +---------+-----------------------------+-------+----+----+----+
MAJORACC | Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-2 | 3,730 | 5.2- #### | 373 | 6 | 77+| 7 |
| 2-2r | 7,464 |10.4- ####### | 375 | 10-| 37-| 37 |
| 3-2r | 10,844 |15.2- ########## | 363 | 30+| 47 | 41 |
| 4-2 | 9,204 |12.9- ######### | 375 | 22 | 68 | 38 |
| 5-2* | 25,325 |35.5+ #######################| 315-| 41+| 60+| 56 |
| 6-2r | 14,864 |20.8+ ############## | 389 | 72+| 62+| 42 |
+--------+---------+-----------------------------+-------+----+----+----+
Total 71,431
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.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 25
*****************************************************************************
*****************************************************************************
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RESEARCH STUDIES, QUARTER 6 PAGE 26
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=======================================================================
RESEARCH STUDY #14 (Regional Summary Analysis )
=======================================================================
REGION 3 +---------+-----------------------------+-------+----+----+----+
HOUSEHOLD| Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-1r | 13,116 | 9.3- ####### | 149 | 1 | 62+| 8 |
| 2-1 | 23,072 |16.4- ############# | 150 | 1 | 65+| 44+|
| 3-1u | 28,124 |20.0+ ############### | 139 | 2 | 19-| 43-|
| 4-1u | 16,777 |11.9- ######### | 150 | 1 | 15-| 38 |
| 5-1u | 44,156 |31.4+ #######################| 117-| 1 | 15-| 55 |
| 6-1u | 15,486 |11.0- ######### | 160 | 3 | 9 | 41 |
+--------+---------+-----------------------------+-------+----+----+----+
Total 140,731
REGION 3 +---------+-----------------------------+-------+----+----+----+
MAJORACC | Volume | Market Share | Price | DQ | EQ | Ac |
+--------+---------+-----------------------------+-------+----+----+----+
| 1-2 | 5,577 |10.3- ########## | 372 | 10 | 79 | 8-|
| 2-2r | 6,096 |11.2- ########### | 375 | 14-| 31-| 37 |
| 3-2r | 11,080 |20.4 ################### | 359 | 35+| 78 | 48 |
| 4-2 | 8,245 |15.2- ############## | 375 | 22 | 81+| 38 |
| 5-2r | 13,594 |25.0+ #######################| 350 | 57+| 79 | 51+|
| 6-2r | 9,730 |17.9 ################# | 379 | 61+| 78 | 44-|
+--------+---------+-----------------------------+-------+----+----+----+
Total 54,322
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.
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 27
*****************************************************************************
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 28
*****************************************************************************
=======================================================================
RESEARCH STUDY #18 (Experience Quality Perceptions )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 25.4 29.0 52.4 62.9
Service 1-2M 13.3 11.5 14.4 25.4
Service 2-1H 34.3 42.6 49.3 60.7
Service 2-2M 13.9 11.4 12.2 13.0
Service 3-1H 43.3 48.4 39.8 26.3
Service 3-2M 14.1 16.2 25.1 22.7
Service 4-1H 33.0 41.1 27.9 18.3
Service 4-2M 13.3 11.2 17.1 26.2
Service 5-1H 39.7 46.5 50.1 31.7
Service 5-2M 18.8 13.2 22.1 40.9
Service 6-1H 36.6 35.5 31.4 33.2
Service 6-2M 16.9 11.5 10.0 8.8
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*****************************************************************************
=======================================================================
RESEARCH STUDY #18 (Experience Quality Perceptions )
=======================================================================
+---------+---------+---------+---------+---------+---------+
-------- | . . . . . |
REGION 1 | . . . . . |
-------- 80+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . . . . |
| . . . . . |
HOUSEHOLD 60+ . . . . . . . . . . . . . 1 .1. . . . . . . . . . . . . . +
Perceived | . . . . . |
Experience | . . 1 . 3 . . |
Quality 40+ . . . . . . . . . . . . . . . 1 2 . . . . . . . . . . . . +
(%), This | . . . 1 . 1 . |
Quarter | . . . 1 11.1 1 . |
[n= 18] 20+ . . . . . . . . . . . . . . . . . . . . . . .1. . . . . . +
| . . . . 1 . |
| |
+---------+---------+---------+---------+---------+---------+
20 40 60 80 100
HOUSEHOLD Service Capacity Usage Rate (%), Last Quarter
+---------+---------+---------+---------+---------+---------+
-------- | . . . . . |
REGION 1 | . . . . . |
-------- 80+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . . . . |
| . . . . . |
MAJORACC 60+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
Perceived | . . . . . |
Experience | . . . . . |
Quality 40+ . . . . . . . . . . . . . . . . . .1. . . . . . . . . . . +
(%), This | . . . . . |
Quarter | . . . . . |
[n= 18] 20+ . . . . . . . . . . . . . . . . .11 . 11. .1. . . . . . . +
| . . . 1 . 2 . |
| 11223 |
+---------+---------+---------+---------+---------+---------+
20 40 60 80 100
MAJORACC Service Capacity Usage Rate (%), Last Quarter
Note: Active services for the last three quarters are plotted with multiple
data points in the same grid location coded by numbers (e.g., if three data
points occupy the same grid location, then the number "3" is reported). Ten
or more data points at one grid location are denoted by "*".
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 30
*****************************************************************************
=======================================================================
RESEARCH STUDY #18 (Experience Quality Perceptions )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
--------
REGION 2
--------
Service 1-1H 67.2 73.4 77.3 78.4
Service 1-2M 48.9 61.4 71.1 76.7
Service 2-1H 66.0 73.8 77.2 78.6
Service 2-2M 55.3 65.5 44.8 36.9
Service 3-1H 68.2 72.6 75.2 47.5
Service 3-2M 60.5 67.7 48.7 47.3
Service 4-1H 64.4 71.3 63.4 53.0
Service 4-2M 50.4 53.8 66.7 68.4
Service 5-1H 69.0 75.5 78.6 78.2
Service 5-2M 61.6 68.9 41.8 59.6
Service 6-1H 64.8 72.2 72.3 70.9
Service 6-2M 47.6 52.1 52.3 62.1
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=======================================================================
RESEARCH STUDY #18 (Experience Quality Perceptions )
=======================================================================
+---------+---------+---------+---------+---------+---------+
-------- | . . . . . |
REGION 2 | . . . . . |
-------- 80+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . 1 31 12 1.1 . . |
| . . 2 1 11 . . |
HOUSEHOLD 60+ . . . . . . . . . . . . . . . .1. . . . . . . . . . . . . +
Perceived | . . . . . |
Experience | . . . 1 . 1 . |
Quality 40+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
(%), This | . . . . . |
Quarter | . . . . . |
[n= 18] 20+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . . . . |
| |
+---------+---------+---------+---------+---------+---------+
20 40 60 80 100
HOUSEHOLD Service Capacity Usage Rate (%), Last Quarter
+---------+---------+---------+---------+---------+---------+
-------- | . . . . . |
REGION 2 | . . . . . |
-------- 80+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . 1 . . . |
| . . 11 21 . . |
MAJORACC 60+ . . . . . . . . . . . . . 111 . . . . . . . . . . . . . . +
Perceived | . . 1. 1 . . |
Experience | . . . 11 1 1 . |
Quality 40+ . . . . . . . . . . . . . . . . . . .1. . 1 . . . . . . . +
(%), This | . . . 1. . |
Quarter | . . . . . |
[n= 18] 20+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . . . . |
| |
+---------+---------+---------+---------+---------+---------+
20 40 60 80 100
MAJORACC Service Capacity Usage Rate (%), Last Quarter
Note: Active services for the last three quarters are plotted with multiple
data points in the same grid location coded by numbers (e.g., if three data
points occupy the same grid location, then the number "3" is reported). Ten
or more data points at one grid location are denoted by "*".
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 32
*****************************************************************************
=======================================================================
RESEARCH STUDY #18 (Experience Quality Perceptions )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
--------
REGION 3
--------
Service 1-1H 24.7 21.8 43.1 61.7
Service 1-2M 68.8 74.8 78.7 79.4
Service 2-1H 28.8 22.9 50.6 65.0
Service 2-2M 68.7 75.7 44.0 30.9
Service 3-1H 19.4 15.6 26.1 19.4
Service 3-2M 68.6 74.4 77.8 78.3
Service 4-1H 22.2 22.9 18.0 15.4
Service 4-2M 66.5 75.0 78.5 80.8
Service 5-1H 20.2 26.7 17.5 14.8
Service 5-2M 69.8 75.3 77.7 79.3
Service 6-1H 16.6 12.7 10.0 8.9
Service 6-2M 68.4 74.1 77.2 78.1
*****************************************************************************
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*****************************************************************************
=======================================================================
RESEARCH STUDY #18 (Experience Quality Perceptions )
=======================================================================
+---------+---------+---------+---------+---------+---------+
-------- | . . . . . |
REGION 3 | . . . . . |
-------- 80+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . . . . |
| . . . . . |
HOUSEHOLD 60+ . . . . . . . . . . . .2. . . . . . . . . . . . . . . . . +
Perceived | . . . . . |
Experience | . . 1 . . . |
Quality 40+ . . . . . . . . . . . . . . .1. . . . . . . . . . . . . . +
(%), This | . . . . . |
Quarter | . . . 1 . . |
[n= 18] 20+ . . . . . . . . . . . . . . . . . . 1 12. . . . . . . . . +
| . . . .2 211 . |
| 3 |
+---------+---------+---------+---------+---------+---------+
20 40 60 80 100
HOUSEHOLD Service Capacity Usage Rate (%), Last Quarter
+---------+---------+---------+---------+---------+---------+
-------- | . . . . . |
REGION 3 | . . . . . |
-------- 80+ . . . . . . . . . .1. . . . . . . . . . . . . . . . . . . +
| . 21113121 12 . . . |
| . . . . . |
MAJORACC 60+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
Perceived | . . . . . |
Experience | . . . . . |
Quality 40+ . . . . . . . . . . . . . . . . . . . . . 1 . . . . . . . +
(%), This | . . . . . |
Quarter | . . . . 1 . |
[n= 18] 20+ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . +
| . . . . . |
| |
+---------+---------+---------+---------+---------+---------+
20 40 60 80 100
MAJORACC Service Capacity Usage Rate (%), Last Quarter
Note: Active services for the last three quarters are plotted with multiple
data points in the same grid location coded by numbers (e.g., if three data
points occupy the same grid location, then the number "3" is reported). Ten
or more data points at one grid location are denoted by "*".
*****************************************************************************
FIRM 3: MegaCorp INDUSTRY NCP
RESEARCH STUDIES, QUARTER 6 PAGE 34
*****************************************************************************
=======================================================================
RESEARCH STUDY #24 (Price Sensitivity Analysis )
=======================================================================
SERVICE 3-2M PREDICTED GROSS MARGINS IN REGION 3 [MAJORACC]
Configuration: M662131 (Perceived Design Quality = 34.6%)
Reference Price: 359
+------------+------+------+------+------+------+------+------+------+------+
|Price |$ 216|$ 252|$ 288|$ 324|$ 359|$ 394|$ 430|$ 466|$ 502|
|Cost |$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|
|Margin |$ 131|$ 167|$ 203|$ 239|$ 274|$ 309|$ 345|$ 381|$ 417|
+------------+------+------+------+------+------+------+------+------+------+
|Sales Volume|44,929|37,239|28,357|20,063|13,728| 9,219| 6,224| 4,457| 3,425|
|Market Share| 82.7%| 68.6%| 52.2%| 36.9%| 25.3%| 17.0%| 11.5%| 8.2%| 6.3%|
+------------+------+------+------+------+------+------+------+------+------+
|Margin Chang|-52.2%|-39.1%|-25.9%|-12.8%| 0.0%| 12.8%| 25.9%| 39.1%| 52.2%|
|MS Change |227.3%|171.3%|106.6%| 46.1%| 0.0%|-32.8%|-54.7%|-67.5%|-75.1%|
|Net Change | 56.5%| 65.3%| 53.0%| 27.5%| 0.0%|-24.3%|-42.9%|-54.9%|-62.0%|
+------------+------+------+------+------+------+------+------+------+------+
|Gross Margin|$5,885|$6,218|$5,756|$4,795|$3,761|$2,848|$2,147|$1,698|$1,428|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
|Service Cost| 5,597| 4,639| 3,532| 2,499| 1,710| 1,148| 775| 555| 426|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
| Adjusted | 288| 1,579| 2,224| 2,296| 2,051| 1,700| 1,372| 1,143| 1,002|
|Gross Margin| | | | +------+ | | | |
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+ +------+------+------+------+
In estimating "Service Cost," it is assumed that the current cost-per-call
for service 2 in region 3 applies for all sales volumes included in this
price sensitivity analysis. CSR staffing for service 2 in region 3 is
assumed to adjust to the predicted sales volumes, to maintain the current
service capacity usage level at all prices included in this price sensitivity
analysis. For your reference, the current cost-per-call for service 2 in
region 3 is 124.58 and the current CSR utilization is 70.1%.
Unfilled orders are assumed to be zero in this price sensitivity analysis.
These estimated per-unit costs of $ 85.00 include these cost components:
Variable Costs $ 75.00
Order Processing Costs $ 10.00
SERVICE 3-2M PREDICTED GROSS MARGINS IN REGION 3 [MAJORACC]
Configuration: M662131 (Perceived Design Quality = 34.8%)
Reference Price: 359
+------------+------+------+------+------+------+------+------+------+------+
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|Price |$ 216|$ 252|$ 288|$ 324|$ 359|$ 394|$ 430|$ 466|$ 502|
|Cost |$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|
|Margin |$ 131|$ 167|$ 203|$ 239|$ 274|$ 309|$ 345|$ 381|$ 417|
+------------+------+------+------+------+------+------+------+------+------+
|Sales Volume|44,896|37,305|28,415|20,113|13,733| 9,211| 6,226| 4,452| 3,425|
|Market Share| 82.6%| 68.7%| 52.3%| 37.0%| 25.3%| 17.0%| 11.5%| 8.2%| 6.3%|
+------------+------+------+------+------+------+------+------+------+------+
|Margin Chang|-52.2%|-39.1%|-25.9%|-12.8%| 0.0%| 12.8%| 25.9%| 39.1%| 52.2%|
|MS Change |226.9%|171.6%|106.9%| 46.5%| 0.0%|-32.9%|-54.7%|-67.6%|-75.1%|
|Net Change | 56.3%| 65.6%| 53.3%| 27.7%| 0.0%|-24.4%|-42.9%|-54.9%|-62.0%|
+------------+------+------+------+------+------+------+------+------+------+
|Gross Margin|$5,881|$6,229|$5,768|$4,807|$3,762|$2,846|$2,147|$1,696|$1,428|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
|Service Cost| 5,593| 4,647| 3,540| 2,505| 1,710| 1,147| 775| 554| 426|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
| Adjusted | 288| 1,582| 2,228| 2,302| 2,052| 1,699| 1,372| 1,142| 1,002|
|Gross Margin| | | | +------+ | | | |
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+ +------+------+------+------+
In estimating "Service Cost," it is assumed that the current cost-per-call
for service 2 in region 3 applies for all sales volumes included in this
price sensitivity analysis. CSR staffing for service 2 in region 3 is
assumed to adjust to the predicted sales volumes, to maintain the current
service capacity usage level at all prices included in this price sensitivity
analysis. For your reference, the current cost-per-call for service 2 in
region 3 is 124.58 and the current CSR utilization is 70.1%.
Unfilled orders are assumed to be zero in this price sensitivity analysis.
These estimated per-unit costs of $ 85.00 include these cost components:
Variable Costs $ 75.00
Order Processing Costs $ 10.00
SERVICE 3-2M PREDICTED GROSS MARGINS IN REGION 3 [MAJORACC]
Configuration: M662131 (Perceived Design Quality = 34.7%)
Reference Price: 359
+------------+------+------+------+------+------+------+------+------+------+
|Price |$ 216|$ 252|$ 288|$ 324|$ 359|$ 394|$ 430|$ 466|$ 502|
|Cost |$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|
|Margin |$ 131|$ 167|$ 203|$ 239|$ 274|$ 309|$ 345|$ 381|$ 417|
+------------+------+------+------+------+------+------+------+------+------+
|Sales Volume|44,886|37,281|28,332|20,081|13,615| 9,210| 6,230| 4,462| 3,419|
|Market Share| 82.6%| 68.6%| 52.2%| 37.0%| 25.1%| 17.0%| 11.5%| 8.2%| 6.3%|
+------------+------+------+------+------+------+------+------+------+------+
|Margin Chang|-52.2%|-39.1%|-25.9%|-12.8%| 0.0%| 12.8%| 25.9%| 39.1%| 52.2%|
|MS Change |229.7%|173.8%|108.1%| 47.5%| 0.0%|-32.4%|-54.2%|-67.2%|-74.9%|
|Net Change | 57.6%| 66.9%| 54.2%| 28.7%| 0.0%|-23.7%|-42.4%|-54.4%|-61.8%|
+------------+------+------+------+------+------+------+------+------+------+
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*****************************************************************************
|Gross Margin|$5,880|$6,225|$5,751|$4,799|$3,730|$2,845|$2,149|$1,700|$1,425|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
|Service Cost| 5,592| 4,644| 3,529| 2,501| 1,696| 1,147| 776| 555| 425|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
| Adjusted | 288| 1,581| 2,222| 2,298| 2,034| 1,698| 1,373| 1,145| 1,000|
|Gross Margin| | | | +------+ | | | |
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+ +------+------+------+------+
In estimating "Service Cost," it is assumed that the current cost-per-call
for service 2 in region 3 applies for all sales volumes included in this
price sensitivity analysis. CSR staffing for service 2 in region 3 is
assumed to adjust to the predicted sales volumes, to maintain the current
service capacity usage level at all prices included in this price sensitivity
analysis. For your reference, the current cost-per-call for service 2 in
region 3 is 124.58 and the current CSR utilization is 70.1%.
Unfilled orders are assumed to be zero in this price sensitivity analysis.
These estimated per-unit costs of $ 85.00 include these cost components:
Variable Costs $ 75.00
Order Processing Costs $ 10.00
SERVICE 3-2M PREDICTED GROSS MARGINS IN REGION 3 [MAJORACC]
Configuration: M662131 (Perceived Design Quality = 34.5%)
Reference Price: 359
+------------+------+------+------+------+------+------+------+------+------+
|Price |$ 216|$ 252|$ 288|$ 324|$ 359|$ 394|$ 430|$ 466|$ 502|
|Cost |$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|$ 85|
|Margin |$ 131|$ 167|$ 203|$ 239|$ 274|$ 309|$ 345|$ 381|$ 417|
+------------+------+------+------+------+------+------+------+------+------+
|Sales Volume|44,905|37,254|28,384|19,992|13,623| 9,195| 6,250| 4,450| 3,416|
|Market Share| 82.7%| 68.6%| 52.3%| 36.8%| 25.1%| 16.9%| 11.5%| 8.2%| 6.3%|
+------------+------+------+------+------+------+------+------+------+------+
|Margin Chang|-52.2%|-39.1%|-25.9%|-12.8%| 0.0%| 12.8%| 25.9%| 39.1%| 52.2%|
|MS Change |229.6%|173.5%|108.4%| 46.8%| 0.0%|-32.5%|-54.1%|-67.3%|-74.9%|
|Net Change | 57.6%| 66.7%| 54.4%| 28.0%| 0.0%|-23.9%|-42.2%|-54.6%|-61.8%|
+------------+------+------+------+------+------+------+------+------+------+
|Gross Margin|$5,882|$6,221|$5,761|$4,778|$3,732|$2,841|$2,156|$1,695|$1,424|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
|Service Cost| 5,594| 4,641| 3,536| 2,490| 1,697| 1,145| 778| 554| 425|
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+------+------+------+------+------+
| Adjusted | 288| 1,580| 2,225| 2,288| 2,035| 1,696| 1,378| 1,141| 999|
|Gross Margin| | | | +------+ | | | |
| (in $000s) | | | | | | | | | |
+------------+------+------+------+------+ +------+------+------+------+
In estimating "Service Cost," it is assumed that the current cost-per-call
*****************************************************************************
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*****************************************************************************
for service 2 in region 3 applies for all sales volumes included in this
price sensitivity analysis. CSR staffing for service 2 in region 3 is
assumed to adjust to the predicted sales volumes, to maintain the current
service capacity usage level at all prices included in this price sensitivity
analysis. For your reference, the current cost-per-call for service 2 in
region 3 is 124.58 and the current CSR utilization is 70.1%.
Unfilled orders are assumed to be zero in this price sensitivity analysis.
These estimated per-unit costs of $ 85.00 include these cost components:
Variable Costs $ 75.00
Order Processing Costs $ 10.00
*****************************************************************************
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*****************************************************************************
=======================================================================
RESEARCH STUDY #27 (Marketing Program Benchmarking )
=======================================================================
Marketing Program Spending
Marketing ---------------------------
Spending Advertis Promotion SalesFor Pos
--------- -------- --------- -------- ---
REGION 1, HOUSEHOLD
Service 1-1 50,000 20,000 15,000 15,000 37
Service 2-1 500,000 200,000 150,000 150,000 37
Service 3-1 460,000 138,000 138,000 184,000 47
Service 4-1 400,000 160,000 120,000 120,000 37
Service 5-1 700,000 350,000 210,000 140,000 71
Service 6-1 500,000 175,000 125,000 200,000 17
REGION 1, MAJORACC
Service 1-2 50,000 20,000 15,000 15,000 37
Service 2-2 400,000 160,000 120,000 120,000 37
Service 3-2 400,000 120,000 120,000 160,000 47
Service 4-2 400,000 160,000 120,000 120,000 37
Service 5-2 600,000 180,000 180,000 240,000 41
Service 6-2 430,000 150,500 107,500 172,000 17
REGION 2, HOUSEHOLD
Service 1-1 50,000 20,000 15,000 15,000 37
Service 2-1 500,000 200,000 150,000 150,000 37
Service 3-1 480,000 144,000 144,000 192,000 47
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 6-1 400,000 140,000 100,000 160,000 17
REGION 2, MAJORACC
Service 1-2 50,000 20,000 15,000 15,000 37
Service 2-2 400,000 240,000 80,000 80,000 37
Service 3-2 450,000 135,000 135,000 180,000 47
Service 4-2 400,000 160,000 120,000 120,000 37
Service 5-2 600,000 180,000 180,000 240,000 41
Service 6-2 430,000 150,500 107,500 172,000 17
*****************************************************************************
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*****************************************************************************
REGION 3, HOUSEHOLD
Service 1-1 50,000 20,000 15,000 15,000 47
Service 2-1 500,000 200,000 150,000 150,000 37
Service 3-1 460,000 138,000 138,000 184,000 47
Service 4-1 400,000 160,000 120,000 120,000 37
Service 5-1 700,000 350,000 210,000 140,000 71
Service 6-1 400,000 140,000 100,000 160,000 17
REGION 3, MAJORACC
Service 1-2 50,000 20,000 15,000 15,000 47
Service 2-2 400,000 240,000 80,000 80,000 37
Service 3-2 550,000 165,000 165,000 220,000 47
Service 4-2 400,000 160,000 120,000 120,000 37
Service 5-2 600,000 180,000 180,000 240,000 41
Service 6-2 430,000 150,500 107,500 172,000 17
=======================================================================
RESEARCH STUDY #34 (Accessibility Perception Drivers )
=======================================================================
HOUSEHOLD MAJORACC
----------------------- -----------------------
Reg Reg Reg Reg Reg Reg
1 2 3 1 2 3
--- --- --- --- --- ---
MARKETING SPENDING:
Advertising Spending H M H M M M
Promotion Spending H H H H H H
Sales Force Spending H M M H H H
MARKETING POSITIONING:
DesQual H h L M h M
ExpQual ? m ? ? m ?
Accessibility ? ? ? ? ? ?
DesQual and ExpQual ? ? ? ? ? ?
DesQual and Accessibility ? ? ? ? ? ?
ExpQual and Accessibility ? ? ? ? ? ?
DesQual, ExpQual, and Acc M M M M M M
Notes:
(1) These summary results are based on statistical correlations between
accessibility perception and some of its potential drivers based on data
in each region and category from the historical database (i.e., for the
last four quarters).
(2) "H"/"M"/"L"/"?" refer to high, medium, low, and uncertain (or impossible-
to-assess) correlations while "h"/"m"/"l" refer to high, medium, and low
correlations with less statistical certainty due to particularly small
sample sizes in the historical database used to estimate these market-
*****************************************************************************
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RESEARCH STUDIES, QUARTER 6 PAGE 40
*****************************************************************************
driver correlates of accessibility perception.
(3) Missing correlations ("?") represent potential drivers with insufficient
historical data to permit reliable measurement of correlations.
=======================================================================
RESEARCH STUDY #38 (Retention Statistics )
=======================================================================
Quarter 3 Quarter 4 Quarter 5 Quarter 6
----------- ----------- ----------- -----------
--------
REGION 1
--------
Service 1-1H 68.5 67.8 67.5 67.4
Service 1-2M 79.3 79.4 79.5 79.1
Service 2-1H 67.3 69.3 68.4 69.3
Service 2-2M 77.2 80.9 78.3 80.8
Service 3-1H 66.9 67.3 64.7 58.3
Service 3-2M 78.0 76.1 74.0 69.0
Service 4-1H 67.4 69.1 67.3 69.0
Service 4-2M 79.2 78.9 79.5 78.4
Service 5-1H 67.7 69.1 66.2 64.3
Service 5-2M 77.3 79.9 77.4 75.7
Service 6-1H 66.4 69.3 67.8 66.6
Service 6-2M 79.9 77.9 79.0 75.8
--------
REGION 2
--------
Service 1-1H 69.4 66.6 66.5 67.3
Service 1-2M 79.4 78.3 78.3 80.0
Service 2-1H 69.0 67.9 67.9 69.0
Service 2-2M 78.5 78.9 79.3 79.2
Service 3-1H 67.3 66.6 63.6 58.2
Service 3-2M 80.9 77.5 76.5 67.9
Service 4-1H 69.3 68.9 67.4 69.6
Service 4-2M 80.8 80.8 78.4 78.4
Service 5-1H 68.2 66.7 67.6 62.4
Service 5-2M 78.5 78.9 78.3 73.8
Service 6-1H 66.7 68.6 68.0 68.7
Service 6-2M 80.9 80.8 79.9 75.1
--------
REGION 3
--------
Service 1-1H 66.4 67.7 66.8 66.2
Service 1-2M 77.3 79.3 77.2 78.0
Service 2-1H 69.0 66.9 67.1 67.3
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Service 2-2M 80.5 77.9 80.4 80.0
Service 3-1H 67.5 66.9 62.6 57.1
Service 3-2M 80.6 79.5 76.7 67.9
Service 4-1H 69.4 67.3 68.6 69.3
Service 4-2M 77.1 77.5 80.4 80.1
Service 5-1H 68.9 68.9 65.8 64.8
Service 5-2M 79.6 77.2 78.2 74.8
Service 6-1H 66.3 66.9 66.0 66.5
Service 6-2M 78.7 78.5 80.4 78.0
*****************************************************************************
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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 #11: Benchmarking - Operating Statistics 19
RESEARCH STUDY #12: Market Statistics 19
RESEARCH STUDY #13: Employee Satisfaction 20
RESEARCH STUDY #14: Regional Summary Analysis 22
RESEARCH STUDY #18: Experience Quality Perceptions 28
RESEARCH STUDY #24: Price Sensitivity Analysis 34
RESEARCH STUDY #27: Marketing Program Benchmarking 38
RESEARCH STUDY #34: Accessibility Perception Drivers 39
RESEARCH STUDY #38: Retention Statistics 40
