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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
PERFORMANCE EVALUATION REPORT, QUARTER 6 PAGE 1
*****************************************************************************
+------+------Industry ------+
| Firm 7 | Worst Average Best |
------+------+------+
FINANCIAL | | |
Net Income to Revenues | 14.6%| 13.8% 14.3% 14.8%|
Change in Net Income to Revenues | 2.0%| 0.4% 1.3% 2.0%|
------+------+------+
OPERATIONAL | | |
Forecasting Accuracy | 82.0%| 80.7% 84.3% 87.8%|
CSR Turnover | 9.6%| 9.6% 9.1% 7.9%|
CSR Cost/Call | 62.9 | 67.9 65.8 62.9 |
------+------+------+
CUSTOMER | | |
Change in Market Share | 0.7%| -0.5% 0.0% 0.7%|
Customer Satisfaction | 29.0%| 24.9% 28.2% 30.3%|
------+------+------+
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
LINKS DASHBOARD, QUARTER 6 PAGE 1
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Quarter 5 Quarter 6
+------+------+
Sales Volume | 84,966 | 93,876 |
Unfilled Orders | 1,782 | 2,958 |
------+------+------+
Price | 236 | 232 |
------+------+------+
Revenues | 20,096,775 100.0% | 21,797,775 100.0% |
Variable Costs | 3,525,894 17.5% | 3,813,446 17.5% |
Gross Margin | 15,721,221 78.2% | 17,045,569 78.2% |
Net Income | 2,542,885 12.7% | 3,188,095 14.6% |
+------+------+
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
CORPORATE P&L STATEMENT, QUARTER 6 PAGE 2
*****************************************************************************
All Services Service 7-1 Service 7-2
------
Sales Volume 93,876 59,581 34,295
Unfilled Orders 2,958 1,945 1,013
Price 232 150 375
Revenues 21,797,775 8,937,150 12,860,625
- Variable Costs 3,813,446 1,429,944 2,383,502
- Order Processing 938,760 595,810 342,950
------
Gross Margin 17,045,569 6,911,396 10,134,173
Gross Margin % 78.2% 77.3% 78.8%
Fixed & Other Costs:
Administrative O/H 600,000 300,000 300,000
Call Center Service 670,332 471,948 198,384
Consulting Fees 0
Corporate O/H 1,000,000
Forecast Inaccuracy 107,883 63,763 44,120
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 2,871,000 1,435,500 1,435,500
Service O/H 2,871,000 1,435,500 1,435,500
Service Hire&Fire 162,000 81,000 81,000
Unfilled Handling 59,160
Total Fixed & Other 10,757,375 4,987,711 4,694,504
------
Operating Income 6,288,194 1,923,685 5,439,669
------
Non-Operating Income 87,995
Taxes -3,188,094
======
Net Income 3,188,095
======
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
HISTORICAL CORPORATE P&L STATEMENT, QUARTER 6 PAGE 3
*****************************************************************************
Previous (Quarter 5) Current (Quarter 6)
------
Sales Volume 84,966 93,876
Unfilled Orders 1,782 2,958
Price 236 232
Revenues 20,096,775 100.0% 21,797,775 100.0%
- Variable Costs 3,525,894 17.5% 3,813,446 17.5%
- Order Processing 849,660 4.2% 938,760 4.3%
------
Gross Margin 15,721,221 78.2% 17,045,569 78.2%
Fixed & Other Costs:
Administrative O/H 600,000 3.0% 600,000 2.8%
Call Center Service 607,824 3.0% 670,332 3.1%
Consulting Fees 0 0.0% 0 0.0%
Corporate O/H 1,000,000 5.0% 1,000,000 4.6%
Forecast Inaccuracy 61,314 0.3% 107,883 0.5%
Information Technology 16,000 0.1% 16,000 0.1%
Introductions 0 0.0% 0 0.0%
Marketing 2,400,000 11.9% 2,400,000 11.0%
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 2,907,000 14.5% 2,871,000 13.2%
Service O/H 2,907,000 14.5% 2,871,000 13.2%
Service Hire&Fire 162,000 0.8% 162,000 0.7%
Unfilled Handling 35,640 0.2% 59,160 0.3%
Total Fixed & Other 10,696,778 53.2% 10,757,375 49.4%
------
Operating Income 5,024,443 25.0% 6,288,194 28.8%
------
Non-Operating Income 61,327 0.3% 87,995 0.4%
Taxes -2,542,885 -12.7% -3,188,094 -14.6%
======
Net Income 2,542,885 12.7% 3,188,095 14.6%
======
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE 7-1 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 59,581 20,636 16,596 22,349
Unfilled Orders 1,945 0 0 1,945
Price 150 150 150 150
Revenues 8,937,150 3,095,400 2,489,400 3,352,350
- Variable Costs 1,429,944 495,264 398,304 536,376
- Order Processing 595,810 206,360 165,960 223,490
------
Gross Margin 6,911,396 2,393,776 1,925,136 2,592,484
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 471,948 157,752 117,102 197,094
Forecast Inaccuracy 63,763 20,318 28,639 14,806
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 0 0 0 0
Service Salaries 1,435,500 459,000 499,500 477,000
Service O/H 1,435,500 459,000 499,500 477,000
Service Hire&Fire 81,000 27,000 27,000 27,000
Total Fixed Costs 4,987,711 1,623,070 1,671,741 1,692,900
------
Operating Income 1,923,685 770,706 253,395 899,584
======
Sales Volume Forecast 16,443 11,843 19,040
Service: CSR Salary $/Month 3,000 3,000 3,000
Service: CSR Hiring&Firing 9 9 9
Service: CSR Maximum Capacity Limit 95 95 95
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 37 37 37
Service 7-1 Configuration: H446320
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE 7-2 P&L STATEMENT, QUARTER 6 PAGE 5
*****************************************************************************
All Regions Region 1 Region 2 Region 3
(TOTAL ) ( Central) ( North) ( East)
------
Active? Yes Yes Yes
Sales Volume 34,295 13,899 12,378 8,018
Unfilled Orders 1,013 1,013 0 0
Price 375 375 375 375
Revenues 12,860,625 5,212,125 4,641,750 3,006,750
- Variable Costs 2,383,502 965,980 860,271 557,251
- Order Processing 342,950 138,990 123,780 80,180
------
Gross Margin 10,134,173 4,107,155 3,657,699 2,369,319
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 198,384 89,418 67,476 41,490
Forecast Inaccuracy 44,120 7,230 20,714 16,176
Marketing 1,200,000 400,000 400,000 400,000
Marketing Creative 0 0 0 0
Price Changes 0 0 0 0
Service Salaries 1,435,500 459,000 499,500 477,000
Service O/H 1,435,500 459,000 499,500 477,000
Service Hire&Fire 81,000 27,000 27,000 27,000
Total Fixed Costs 4,694,504 1,541,648 1,614,190 1,538,666
------
Operating Income 5,439,669 2,565,507 2,043,509 830,653
======
Sales Volume Forecast 12,894 9,814 6,721
Service: CSR Salary $/Month 3,000 3,000 3,000
Service: CSR Hiring&Firing 9 9 9
Service: CSR Maximum Capacity Limit 95 95 95
Service: CSR Time Allocation 50 50 50
Marketing Mix Allocation 403030 403030 403030
Marketing Positioning 37 37 37
Service 7-2 Configuration: M663131
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
BALANCE SHEET, QUARTER 6 PAGE 6
*****************************************************************************
ASSETS
------
Cash 2,179,777
Marketable Securities 7,927,913
Facilities and Equipment Investment 50,000,000
Total Assets 60,107,690
LIABILITIES AND EQUITIES
------
Corporate Capitalization 50,000,000
Dividends, Current Quarter -956,428
Dividends, Cumulative Prior To This Quarter -3,375,434
Loans 0
Retained Earnings, Current Quarter 3,188,095
Retained Earnings, Cumulative Prior To This Quarter 11,251,457
Total Liabilities and Equities 60,107,690
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE VARIABLE COST REPORT, QUARTER 6 PAGE 6
*****************************************************************************
Service Service
7-1 7-2
------
Support Service Category 0.00 0.00
CSR Technical Training 0.00 0.00
CSR Service Skills Training 0.00 0.00
Service Appointment Scheduling 1.00 12.50
Scheduling Style 3.00 12.00
Service Call Duration 10.00 25.00
Service Call Format 10.00 20.00
------
24.00 69.50
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE OPERATIONS REPORT, QUARTER 6 PAGE 7
*****************************************************************************
All Region Region Region
Regions 1 2 3
------
======
STAFFING REPORT
======
Beginning CSRs 323 106 108 109
- CSR Resignations -31 -13 -6 -12
- CSR Firing 0 0 0 0
+ CSR Hiring 27 9 9 9
= Available CSRs 319 102 111 106
======
PRODUCTIVITY REPORT
======
SERVICE 7-1 [H446320]
Gross CSR Productivity 528.0 528.0 528.0
- Technical Training -12.0 -12.0 -12.0
- Service Skills Training -12.0 -12.0 -12.0
- Service Appoint Scheduling -1.5 -1.5 -1.5
- Duration and Format -45.7 -45.7 -45.7
Net CSR Productivity 456.8 456.8 456.8
CSRs 93 102 97
Hires Productivity 304.5 304.5 304.5
Hires 9 9 9
Time Allocation 50% 50% 50%
Potential CSR Capacity 22,612 24,668 23,526
CSR Maximum Capacity Limit 95% 95% 95%
Actual CSR Capacity 21,481 23,434 22,349
SERVICE 7-2 [M663131]
Gross CSR Productivity 528.0 528.0 528.0
- Technical Training -18.0 -18.0 -18.0
- Service Skills Training -18.0 -18.0 -18.0
- Service Appoint Scheduling -24.0 -24.0 -24.0
- Duration and Format -172.4 -172.4 -172.4
Net CSR Productivity 295.6 295.6 295.6
CSRs 93 102 97
Hires Productivity 197.1 197.1 197.1
Hires 9 9 9
Time Allocation 50% 50% 50%
Potential CSR Capacity 14,631 15,961 15,222
CSR Maximum Capacity Limit 95% 95% 95%
Actual CSR Capacity 13,899 15,162 14,460
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE OPERATIONS REPORT, QUARTER 6 PAGE 8
*****************************************************************************
======
ACTIVITY REPORT
======
SERVICE 7-1
Service Calls 59,581 20,636 16,596 22,349
CSR Capacity 70,806 22,612 24,668 23,526
CSR Utilization [Q# 6] 91% 67% 95%
CSR Utilization [Q# 5] 68% 55% 95%
CSR Cost/Call 49.55 45.79 61.82 43.89
CSR Turnover 11% 4% 13%
SERVICE 7-2
Service Calls 34,295 13,899 12,378 8,018
CSR Capacity 45,814 14,631 15,961 15,222
CSR Utilization [Q# 6] 95% 78% 53%
CSR Utilization [Q# 5] 93% 66% 53%
CSR Cost/Call 86.08 67.99 82.89 122.35
CSR Turnover 13% 7% 9%
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
SERVICE CENTER STATISTICS REPORT, QUARTER 6 PAGE 9
*****************************************************************************
All Region Region Region
Regions 1 2 3
------
SERVICE 7-1
------
Billings 6,797 2,175 1,822 2,800
Design Configuration 3,174 1,047 852 1,275
Design Quality 13,796 4,357 3,751 5,688
First-Time Usage 7,739 2,675 2,191 2,873
Introduction 0 0 0 0
Miscellaneous 7,234 2,416 1,944 2,874
Service Call Duration 3,159 1,041 854 1,264
Service Experience 9,952 3,174 1,142 5,636
Service Scheduling 26,418 9,407 6,961 10,050
Unfilled Orders 389 0 0 389
SERVICE 7-2
------
Billings 4,121 1,686 1,451 984
Design Configuration 1,710 712 600 398
Design Quality 6,070 2,415 2,244 1,411
First-Time Usage 4,420 1,941 1,465 1,014
Introduction 0 0 0 0
Miscellaneous 4,245 1,830 1,428 987
Service Call Duration 924 395 318 211
Service Experience 5,354 3,372 1,497 485
Service Scheduling 6,220 2,552 2,243 1,425
Unfilled Orders 0 0 0 0
ALL SERVICES
------
Billings 10,918 3,861 3,273 3,784
Design Configuration 4,884 1,759 1,452 1,673
Design Quality 19,866 6,772 5,995 7,099
First-Time Usage 12,159 4,616 3,656 3,887
Introduction 0 0 0 0
Miscellaneous 11,479 4,246 3,372 3,861
Service Call Duration 4,083 1,436 1,172 1,475
Service Experience 15,306 6,546 2,639 6,121
Service Scheduling 32,638 11,959 9,204 11,475
Unfilled Orders 389 0 0 389
... Total ... 111,722
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
INFORMATION TECHNOLOGY REPORT, QUARTER 6 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.
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
FORECASTING ACCURACY REPORT, QUARTER 6 PAGE 11
*****************************************************************************
Region Forecast Actual Accuracy
------
Service 7-1 1 16,443 20,636 79.7%
Service 7-1 2 11,843 16,596 71.4%
Service 7-1 3 19,040 22,349 85.2%
Service 7-2 1 12,894 13,899 92.8%
Service 7-2 2 9,814 12,378 79.3%
Service 7-2 3 6,721 8,018 83.8%
SUMMARY: For 6 forecasts, average forecasting accuracy is 82.0%
Note: Forecasts count within the calculation of forecasting accuracy only
if the "actual" value being forecast is greater than 100 for sales volumes
(to not penalize you for "small" forecasts). Otherwise, the relevant values
of "forecast" and "actual" are only reported for reference purposes, but such
forecasts are not counted for forecasting accuracy scoring. This is the
reason why the number of forecasts referenced in "SUMMARY" may be less than
the detailed line-by-line reporting of forecasts.
Service-Specific Service Service
Forecasting Accuracy Overall 7-1 7-2
------
Forecasting Accuracy 82.0% 78.7% 85.3%
Number of Forecasts 6 3 3
Region-Specific Region Region Region
Forecasting Accuracy Overall 1 2 3
------
Forecasting Accuracy 82.0% 86.2% 75.3% 84.5%
Number of Forecasts 6 2 2 2
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FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
FORECASTING ACCURACY REPORT, QUARTER 6 PAGE 12
*****************************************************************************
Quarter Quarter Quarter Quarter Quarter Quarter
SALES HISTORY 1 2 3 4 5 6
------
REGION 1
Service 7-1H 16,443 17,001 17,482 17,791 16,115 20,636
Service 7-2M 12,894 12,405 14,459 13,707 14,144 13,899
REGION 2
Service 7-1H 11,843 13,340 12,398 14,039 13,176 16,596
Service 7-2M 9,814 11,054 11,848 10,668 10,198 12,378
REGION 3
Service 7-1H 19,040 17,888 18,475 22,132 23,000 22,349
Service 7-2M 6,721 7,245 7,311 7,573 8,333 8,018
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
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 SMK profits were 21,514,796 this quarter.
Firm 6 leads industry SMK in market share (15.2%).
Firm 7 has the second-highest market share in industry SMK (14.9%).
Total industry SMK research study spending was 0 this quarter.
SERVICE LAUNCHES AND "UNLAUNCHES"
No services were introduced this quarter.
No services were "unlaunched" (dropped) this quarter.
RECONFIGURATIONS
No services were reconfigured this quarter.
*****************************************************************************
FIRM 7: ?????????????????????????????????????????????????? INDUSTRY SMK
DECISION VARIABLE CHECKS AND MESSAGES, QUARTER 6 PAGE 15
*****************************************************************************
FORECASTING DECISION VARIABLE CHECKS [Firm SMK7]
6 forecasts are unchanged. Forecasts are normally changed every quarter.
RESEARCH STUDIES DECISION VARIABLE CHECKS [Firm SMK7]
No research studies have been ordered.
Research studies are normally ordered every quarter.