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Links SimulationSection C - Firm 5Ankit Chopra | Anshu Shroff | Deepak Verma | Hitesh Kakrani | Preeti Agarwal | Rushikesh Thakkar | Vaasu Rastogi

Decision areasGoverning principlesService DesignIncrease Customer satisfaction , Increase Employee productivityService OperationReduce Employee turnover, Accommodate unfulfilled orders, Reduce CSR cost/callMarketingIncrease Market share, Decrease unfulfilled orders, demand increaseForecastingTo reduce forecasting costsInputs: unfilled orders, market spending, baseline forecast and size and variability of demand in each region for each serviceInformation TechnologyIncrease customer and employee satisfactionFirm 5 - KPIsQuarter 4Decision areasDecisions takenRationaleService DesignService design change not permittedService Operation1. Hiring for region 1 & region 3 needs to be increased2. time allocation for 5-2 is increased as compared to 5-1

Service 5-1 has 509 unfulfilled orders in East region(3). Service 5-2 has 382 unfulfilled orders in Central region (1)MarketingService 1- Marketing spending decreased by $20000, Positioning unchanged 37Service 2- Positioning changed to 17, Marketing spend increased by $20000

1. Service 1 - to be able to meet unfilled orders, The spend allocated to advertising was reducedService 2 - To promote the new premium positioning of Service 2. More emphasis on advertising (PULL)ForecastingBaseline Trend forecast + 8-10% of increased marketing expenditure + unfilled orders1. Based on sales trend for last 3 quarters2. Market Spending was increased , assumed 8-10 % sales increase because of increased market spending3.Unfilled orders in quarter 3 were also taken in accountInformation TechnologyTelecom Support in Region 1 startedIndustry Employee Satisfaction was observedRegion 1 because it wasnt the lowest or the highest sales volume

Quarter 5Decision areasDecisions takenRationaleService Design1. Configuration left unchanged for Major account2. Technical & Service skills training increased by 1hour3. SAS decreased by a day 4. Made Scheduling style to a 2 hour window1. To improve service quality for Household accounts2. To increase CSR productivity to compensate loss of CSR capacity due to increased SAS

Service Operation1. Salary increased by 25$2.Assuming that salary increase will reduce turnover rates and no unfilled order exist for Q4, hiring decision of 9 people who leave firm in any case, every quarter.3. Service Time allocation changedTo take care of turnover rates.To take care of sales volume differences in Central region and Eastern Region MarketingService 1 Price of service decreased to 140 , Marketing Spend increased by 120000Service 2 Marketing spend increased by 130000Service 1 household customers were less sensitive about price. With a decrease of price of 10 units gross margin decreased by 2% & expected gain in market share is 4.3%Service 2 Still focus on enhancing the position . Marketing spend on advertising increased furtherForecastingMoving weightage averageAccommodated any change in market spending and price change(for service 1)Based on observation moving weighted average was found to be better means of forecasting, any specific variability of demand in each region was continuously monitoredInformation TechnologyTelecom Support System in Region 3 startedInternal Employee Survey startedRegion 3 customer market share & satisfaction was decreasingQuarter 6Decision areasDecisions takenRationaleService Design1. Configuration left unchanged for both household & major accounts

1. Overall service quality & productivity were almost unchanged from 4th quarter

Service Operation1. Salary increased by 25$ instead of more hires2.Service Time allocation changed

To keep turnover rates in control ~ 10%to take care of sales volume differences in region 1 for service 5-1 & 5-2MarketingService 1 Marketing spending increased by 30000, No change in promotional mixService 2 Marketing Spend remains sameTo maintain the market shareForecastingMoving weightage averageAccommodated change due to increased marketing spendingMoving weightage average was a better fitAny specific variability of demand in each region was continuously monitoredUnfilled orders in quarter 5 were also taken in accountInformation TechnologySameQuarter 7Decision areasDecisions takenRationaleService Design1. Configuration left unchanged for Major account2. Technical & Service skills training increased by 1hour3. SAS decreased by a day 1. To improve service quality for Household accounts2. To increase CSR productivity to compensate loss of CSR capacity due to increased SASService Operation1. Salary increased by 15$ instead of more hires2.Service Time allocation changed3. Service 5-3 kept inactive

To keep turnover rates in control ~ 10%to take care of sales volume differences in region 1 for service 5-1 & 5-2 and unfulfilled ordersMarketingNo ChangeForecastingMoving weightage averageAccommodated change due to increased marketing spendingMoving weighted average was a better fitAny specific variability of demand in each region was continuously monitoredInformation TechnologySameQuarter 8 & 9Decision areasDecisions takenRationaleService Design Service call duration changed from more than minimum to maximum for household segment2. Configuration left unchanged for Major account3. Service 3 configured for household segmentTo improve service quality 2. CSR service skills & technical training was kept at previous level as productivity has fallen down in previous quarter

Service Operation1. Salary increased by 25$ instead of more hires2.Service Time allocation changed3. CSR allocation to region 3 for service 5-3 through hiring extra 30 CSRs and time allocation

To keep turnover rates in control ~ 10%to take care of sales volume differences in region 1 for service 5-1 & 5-2 and unfulfilled ordersIn order to start service 5-3, Small demand is expected as hardly any difference in service configuration. Slight difference in positioning exists though.MarketingNo changeForecastingMoving weightage averageAccommodated change due to increased marketing spendingMoving weighted average was a better fitAny specific variability of demand in each region was continuously monitoredInformation TechnologySameDecrease in Market share & Customer Satisfaction - due to region 3What we could have done betterDecision Service Operations : CSR hiring could have been increased to take care of service 5-3 in further quarters. CSR allocation for regions 1 & 2 could have been done in Q 8 & 9 to take care of new orders generated.Service design of 5-3 could have been changed in terms of design, price and positioning for region 3 only.

Price Sensitivity of Region 3Thank youChart110.0710.079.889.5210.6311.710.9410.4312.2413.7212.2610.912.8714.4111.559.46

FirmIndustry BestIndustry AverageIndustry WorstNet Income To Revenue %

04 Results*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEPERFORMANCE EVALUATION REPORT, QUARTER 4 PAGE 1*****************************************************************************Quarter 1Quarter 2Quarter 3Quarter 4Firm 5Firm 5Firm 5Firm 5--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0710.6312.2412.87Change In NetInc:Revenue %00.571.610.64OPERATIONAL KPIsFill Rate %10010098.96100Forecasting Accuracy %10094.7990.1181.51CSR Turnover %10.919.038.7811.64CSR Cost/Call77.7376.0769.470.89CUSTOMER KPIsChange in Market Share %0-0.310.53-0.27Customer Satisfaction %27.8129.331.1730.96Quarter 1Quarter 2Quarter 3Quarter 4IndustryIndustryIndustryIndustryBestAveLowBestAveLowBestAveLowBestAveLow--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0711.713.7214.419.8810.9412.2611.559.5210.4310.99.46Change In NetInc:Revenue %01.863.32.8801.071.32-0.700.47-0.79-3.42OPERATIONAL KPIsFill Rate %10010010010010099.9999.7998.1810099.9398.9694.23Forecasting Accuracy %10094.9194.6991.810093.4890.586.0210092.3486.4481.51CSR Turnover %5.157.627.047.038.558.48.489.5910.919.2310.6111.64CSR Cost/Call77.7374.1567.2861.4879.0676.5171.8469.6781.1578.1976.7277.01CUSTOMER KPIsChange in Market Share %00.671.311.2400000-0.36-1.73-1.28Customer Satisfaction %28.3832.3833.3835.9528.0431.3631.6930.727.8129.330.2528.06*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACECORPORATE P&L STATEMENT, QUARTER 4 PAGE 2*****************************************************************************AllServicesService 5-1Service 5-2---------------------------------Sales Volume82,51847,61334,905Unfilled Orders000Price245150375Revenues20,231,3257,141,95013,089,375Variable Costs3,568,6081,142,7122,425,896Order Processing825,180476,130349,050---------------------------------Gross Margin15,837,5375,523,10810,314,429Fixed & Other Costs:Administrative O/H600,000300,000300,000Call Center Service562,656373,218189,438Consulting Fees-300,000Corporate O/H1,000,000Forecast Inaccuracy110,96054,59656,364Information Technology188,250Introductions0Marketing2,400,0001,140,0001,260,000Marketing Creative252,0000252,000Price Changes000Reconfiguration0Research Studies0Service Salaries2,826,0001,365,3001,460,700Service O/H2,826,0001,365,3001,460,700Service Hire&Fire198,00096,300101,700Service Outsourcing000Unfilled Handling0Total Fixed & Other10,663,8664,694,7145,080,902---------------------------------Operating Income5,173,671828,3945,233,527---------------------------------Non-Operating Income35,405Taxes-2,604,538Net Income2,604,538*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEHISTORICAL CORPORATE P&L STATEMENT, QUARTER 4 PAGE 3*****************************************************************************PreviousPreviousCurrentCurrentQuarterQuarterQuarterQuarter(Q# 3)(Q# 3)(Q# 4)(Q# 4)--------------------------------------------Sales Volume84,80982,518Unfilled Orders8910Price231245Revenues19,660,575100.00%20,231,325100.00%Variable Costs3,438,67917.50%3,568,60817.60%Order Processing848,0904.30%825,1804.10%------------------------------------Gross Margin15,373,80678.20%15,837,53778.30%Fixed & Other Costs:Administrative O/H600,0003.10%600,0003.00%Call Center Service594,3363.00%562,6562.80%Consulting Fees00.00%-300,000-1.50%Corporate O/H1,000,0005.10%1,000,0004.90%Forecast Inaccuracy59,3350.30%110,9600.50%Information Technology16,0000.10%188,2500.90%Introductions00.00%00.00%Marketing2,400,00012.20%2,400,00011.90%Marketing Creative00.00%252,0001.20%Price Changes00.00%00.00%Reconfiguration00.00%00.00%Research Studies00.00%00.00%Service Salaries2,862,00014.60%2,826,00014.00%Service O/H2,862,00014.60%2,826,00014.00%Service Hire&Fire162,0000.80%198,0001.00%Unfilled Handling17,8200.10%00.00%Total Fixed & Other10,573,49153.80%10,663,86652.70%------------------------------------Operating Income4,800,31524.40%5,173,67125.60%------------------------------------Non-Operating Income11,9990.10%35,4050.20%Taxes-2,406,157-12.20%-2,604,538-12.90%==============Net Income2,406,15712.20%2,604,53812.90%==============*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE 5-1 P&L STATEMENT, QUARTER 4 PAGE 4*****************************************************************************All RegionsRegion 1Region 2Region 3(TOTAL )( Central)( North)( East)--------------------------------------------Active?YesYesYesSales Volume47,61314,54911,30721,757Unfilled Orders0000Price150150150150Revenues7,141,9502,182,3501,696,0503,263,550Variable Costs1,142,712349,176271,368522,168Order Processing476,130145,490113,070217,570--------------------------------------------Gross Margin5,523,1081,687,6841,311,6122,523,812Fixed Costs:Administrative O/H300,000100,000100,000100,000Call Center Service373,218112,25486,022174,942Forecast Inaccuracy54,59623,54127,0983,957Marketing1,140,000380,000380,000380,000Marketing Creative0000Price Changes0000Service Salaries1,365,300425,250425,250514,800Service O/H1,365,300425,250425,250514,800Service Hire&Fire96,30032,40024,30039,600Total Fixed Costs4,694,7141,498,6951,467,9201,728,099--------------------------------------------Operating Income828,394188,989-156,308795,713Sales Volume Forecast17,97414,37120,896CSR Salary $/Month3,0003,0003,000CSR Hiring&Firing12912CSR Maximum Capacity Limit959595CSR Time Allocation454555Marketing Mix Allocation403030403030403030Marketing Positioning373737Service 5-1 ConfigurationH446320*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE 5-2 P&L STATEMENT, QUARTER 4 PAGE 5*****************************************************************************All RegionsRegion 1Region 2Region 3(TOTAL )( Central)( North)( East)--------------------------------------------Active?YesYesYesSales Volume34,90512,60512,7199,581Unfilled Orders0000Price375375375375Revenues13,089,3754,726,8754,769,6253,592,875Variable Costs2,425,896876,047883,970665,879Order Processing349,050126,050127,19095,810--------------------------------------------Gross Margin10,314,4293,724,7783,758,4652,831,186Fixed Costs:Administrative O/H300,000100,000100,000100,000Call Center Service189,43876,83665,44847,154Forecast Inaccuracy56,36422,17324,6009,591Marketing1,260,000420,000420,000420,000Marketing Creative252,00084,00084,00084,000Price Changes0000Service Salaries1,460,700519,750519,750421,200Service O/H1,460,700519,750519,750421,200Service Hire&Fire101,70039,60029,70032,400Total Fixed Costs5,080,9021,782,1091,763,2481,535,545--------------------------------------------Operating Income5,233,5271,942,6691,995,2171,295,641Sales Volume Forecast15,4009,5908,662CSR Salary $/Month3,0003,0003,000CSR Hiring&Firing12912CSR Maximum Capacity Limit959595CSR Time Allocation555545Marketing Mix Allocation503020503020503020Marketing Positioning171717Service 5-2 ConfigurationM663131*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEBALANCE SHEET, QUARTER 4 PAGE 6*****************************************************************************ASSETS------Cash2,023,132Marketable Securities4,126,482Facilities & Equip Investment50,000,000Total Assets56,149,614LIABILITIES AND EQUITIES-------------------------Corporate Capitalization50,000,000Dividends, Current-781,361Dividends, Cumulative-1,854,186Loans0Retained Earnings, Current2,604,538Retained Earnings, Cumulative6,180,623Total Liabilities & Equities56,149,614*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE VARIABLE COST REPORT, QUARTER 4 PAGE 7*****************************************************************************Service 5-1Service 5-2----------------------Support Service Category00CSR Technical Training00CSR Service Skills Training00Service Appointment Schedulin112.5Scheduling Style312Service Call Duration1025Service Call Format1020----------------------2469.5*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE CENTER OPERATIONS REPORT, QUARTER 4 PAGE 8*****************************************************************************All RegionsRegion 1Region 2Region 3--------------------------------------------STAFFING REPORT---------------Beginning CSRs318105109104- CSR Resignations-37-12-13-12- CSR Firing0000+ CSR Hiring3312912= Available CSRs314105105104ACTIVITY REPORT---------------SERVICE 5-1Calls47,61314,54911,30721,757Time Allocation %454555CSR Capacity66,85320,76220,96725,124CSR Utilization % [Q# 4]70.0853.9386.6CSR Utilization % [Q# 3]76.2858.9995CSR Cost/Call $59.3760.6877.3749.14CSR Turnover %12.7712.2415.79SERVICE 5-2Calls34,90512,60512,7199,581Time Allocation %555545CSR Capacity46,30016,41916,58113,300CSR Utilization % [Q# 4]76.7776.7172.04CSR Utilization % [Q# 3]9559.8947.83CSR Cost/Call $86.6185.6184.0691.31CSR Turnover %10.5311.866.52*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE CENTER STATISTICS REPORT, QUARTER 4 PAGE 9*****************************************************************************All RegionsRegion 1Region 2Region 3--------------------------------------------SERVICE 5-1-----------Billings6,0001,7911,5342,675Design Configuration2,4097235761,110Design Quality10,6373,1812,5084,948First-Time Usage6,0121,7221,4062,884Introduction0000Miscellaneous5,9261,8811,5272,518Service Call Duration2,4677385881,141Service Experience8,1692,5849464,639Service Scheduling20,4846,0895,2529,143Unfilled Orders990099[Sales Volume]47,61314,54911,30721,757SERVICE 5-2-----------Billings4,0781,6101,4221,046Design Configuration1,721596648477Design Quality6,0582,1702,2281,660First-Time Usage4,4051,5631,6871,155Introduction0000Miscellaneous3,9501,6081,3341,008Service Call Duration867315310242Service Experience4,5392,7291,181629Service Scheduling5,8832,1432,0981,642Unfilled Orders727200[Sales Volume]34,90512,60512,7199,581*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE CENTER STATISTICS HISTORY REPORT, QUARTER 4 PAGE 10*****************************************************************************Quarter 1Quarter 2Quarter 3Quarter 4----------------------------------------SERVICE 5-1, REGION 1---------------------Billings1,9511,9782,0371,791Design Configuration813843899723Design Quality3,6163,8643,8873,181First-Time Usage2,0342,2592,3111,722Introduction0000Miscellaneous2,0312,0852,0591,881Service Call Duration813910873738Service Experience2,8462,9003,0052,584Service Scheduling7,1537,6848,0676,089Unfilled Orders0000[Sales Volume]16,27317,17917,77214,549SERVICE 5-1, REGION 2---------------------Billings1,4131,4131,5181,534Design Configuration589565740576Design Quality2,6182,6403,2222,508First-Time Usage1,4731,3871,7641,406Introduction0000Miscellaneous1,4691,3831,6821,527Service Call Duration589565692588Service Experience2,0431,3331,196946Service Scheduling5,1805,2206,2595,252Unfilled Orders0000[Sales Volume]11,78411,65814,28111,307SERVICE 5-1, REGION 3---------------------Billings2,2952,3142,4352,675Design Configuration9569251,1771,110Design Quality4,2503,9374,8674,948First-Time Usage2,3902,2712,7092,884Introduction0000Miscellaneous2,3892,3742,7172,518Service Call Duration9569061,1601,141Service Experience3,3173,4614,5094,639Service Scheduling8,4098,62310,3319,143Unfilled Orders00099[Sales Volume]19,12718,64521,91521,757SERVICE 5-2, REGION 1---------------------Billings1,5251,6371,6091,610Design Configuration635637762596Design Quality2,1442,1822,3482,170First-Time Usage1,5891,5791,8351,563Introduction0000Miscellaneous1,5871,6311,6731,608Service Call Duration317311361315Service Experience2,2242,7793,1242,729Service Scheduling2,2352,3152,6642,143Unfilled Orders00072[Sales Volume]12,71712,95114,32012,605SERVICE 5-2, REGION 2---------------------Billings1,1711,1661,0631,422Design Configuration488459449648Design Quality1,7121,6231,6242,228First-Time Usage1,2201,2081,1061,687Introduction0000Miscellaneous1,2181,2321,2001,334Service Call Duration244225223310Service Experience1,6931,2901,0581,181Service Scheduling1,7161,6841,6462,098Unfilled Orders0000[Sales Volume]9,7659,2479,38212,719SERVICE 5-2, REGION 3---------------------Billings8109038341,046Design Configuration337396347477Design Quality1,1911,3641,3361,660First-Time Usage8441,0208461,155Introduction0000Miscellaneous8418658601,008Service Call Duration168190172242Service Experience1,171904546629Service Scheduling1,1871,3231,2541,642Unfilled Orders0000[Sales Volume]6,7527,9347,1399,581*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEFORECASTING ACCURACY REPORT, QUARTER 4 PAGE 11*****************************************************************************RegionForecastActualAccuracy %----------------------------------------Service 5-1117,97414,54976.5Service 5-1214,37111,30772.9Service 5-1320,89621,75796Service 5-2115,40012,60577.8Service 5-229,59012,71975.4Service 5-238,6629,58190.4SALES HISTORYQuarter 1Quarter 2Quarter 3Quarter 4-----------------------------------------------------REGION 1Service 5-1H16,27317,17917,77214,549Service 5-2M12,71712,95114,32012,605REGION 2Service 5-1H11,78411,65814,28111,307Service 5-2M9,7659,2479,38212,719REGION 3Service 5-1H19,12718,64521,91521,757Service 5-2M6,7527,9347,1399,581

DashboardFirm ACE5: Sec C_Group 5Quarter 4LINKS DashboardQuarter3Quarter4Sales Volume84,80982,518Unfilled Orders8910Price$231$245Revenues$19,660,575100.0%$20,231,325100.0%Variable Costs$3,438,67917.5%$3,568,60817.6%Gross Margin$15,373,80678.2%$15,837,53778.3%Net Income$2,406,15712.2%$2,604,53812.9%Q1Q2Q3Q4Net Income to Revenue %10.0710.6312.2412.879.8810.9412.2611.55Forecasting Accuracy %10094.7990.1181.5110093.4890.586.02Customer Satisfaction %27.8129.331.1730.9628.0431.3631.6930.7

Dashboard

FirmIndustry AverageNet Income To Revenue %

Portfolio Performance

FirmIndustry AverageForecasting Accuracy %

Decision History

FirmIndustry AverageCustomer Satisfaction %

ForecastsFirm ACE5: Sec C_Group 5Quarter 4Portfolio Performance of Firm ACE5's 2 ServicesSales VolumeRevenuesGross MarginOperating IncomeOperating Income51736718283945233527Gross Margin15837537552310810314429Revenues20231325714195013089375Sales Volume825184761334905

Forecasts

Service 1Service 2

KPIcharts*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEDECISION HISTORY: QUARTERS 1 TO 4*****************************************************************************Quarter 1Quarter 2Quarter 3Quarter 4SERVICE DESIGN DECISIONS--------------------------------------------Service 5-1 ConfigurationH446320H446320H446320H446320Service 5-2 ConfigurationM663131M663131M663131M663131Quarter 1Quarter 2Quarter 3Quarter 4SERVICE OPERATIONS DECISIONS--------------------------------------------Region 1CSR Salary $/Month3,0003,0003,0003,000CSR Hiring&Firing99912CSR Maximum Capacity Limit95959595CSR Time Allocation: 5-150505045CSR Time Allocation: 5-250505055Region 2CSR Salary $/Month3,0003,0003,0003,000CSR Hiring&Firing9999CSR Maximum Capacity Limit95959595CSR Time Allocation: 5-150505045CSR Time Allocation: 5-250505055Region 3CSR Salary $/Month3,0003,0003,0003,000CSR Hiring&Firing99912CSR Maximum Capacity Limit95959595CSR Time Allocation: 5-150505055CSR Time Allocation: 5-250505045Quarter 1Quarter 2Quarter 3Quarter 4MARKETING DECISIONS--------------------------------------------Service 5-1Region 1Active Service?YesYesYesYesPrice150150150150Marketing Spending400,000400,000400,000380,000Marketing Mix Allocation403030403030403030403030Marketing Positioning37373737Region 2Active Service?YesYesYesYesPrice150150150150Marketing Spending400,000400,000400,000380,000Marketing Mix Allocation403030403030403030403030Marketing Positioning37373737Region 3Active Service?YesYesYesYesPrice150150150150Marketing Spending400,000400,000400,000380,000Marketing Mix Allocation403030403030403030403030Marketing Positioning37373737Service 5-2Region 1Active Service?YesYesYesYesPrice375375375375Marketing Spending400,000400,000400,000420,000Marketing Mix Allocation403030403030403030503020Marketing Positioning37373717Region 2Active Service?YesYesYesYesPrice375375375375Marketing Spending400,000400,000400,000420,000Marketing Mix Allocation403030403030403030503020Marketing Positioning37373717Region 3Active Service?YesYesYesYesPrice375375375375Marketing Spending400,000400,000400,000420,000Marketing Mix Allocation403030403030403030503020Marketing Positioning37373717Quarter 1Quarter 2Quarter 3Quarter 4FORECASTING DECISIONS--------------------------------------------Service 5-1: Region 116,27316,27316,27317,974Service 5-1: Region 211,78411,78411,78414,371Service 5-1: Region 319,12719,12719,12720,896Service 5-2: Region 112,71712,71712,71715,400Service 5-2: Region 29,7659,7659,7659,590Service 5-2: Region 36,7526,7526,7528,662Quarter 1Quarter 2Quarter 3Quarter 4INFORMATION TECH DECISIONS--------------------------------------------Billing System Technology0000Industry Employee Satisfact1111Internal Employee Satisfact0000Internet-Delivered Ancillar0000Telecomm Systems SupportNNNNNNNNNYNNQuarter 1Quarter 2Quarter 3Quarter 4RESEARCH STUDIES DECISIONS--------------------------------------------Research Study # 1NoNoNoYesResearch Study # 3NoNoNoNoResearch Study # 8NoNoNoYesResearch Study # 9NoNoNoYesResearch Study #10NoNoNoNoResearch Study #11NoNoNoNoResearch Study #12NoNoNoYesResearch Study #13NoNoNoYesResearch Study #14NoNoNoNoResearch Study #18NoNoNoNoResearch Study #20NoNoNoNoResearch Study #23NoNoNoNoResearch Study #24NoNoNoYesResearch Study #26NoNoNoNoResearch Study #27NoNoNoNoResearch Study #28NoNoNoNoResearch Study #31NoNoNoNoResearch Study #34NoNoNoNoResearch Study #38NoNoNoNo

04 ResearchFirm ACE5: Sec C_Group 5Quantitative|Extrapolative Forecasts of Quarter 5 Sales VolumeRegion 1: Sales History, Quarters 1-4Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)RateRegion 1Q1Q2Q3Q4Service 5-1H16,27317,17917,77214,54916,50014,1070.05567504460.0345188893-0.1813526896Service 5-2M12,71712,95114,32012,60513,29212,6230.01840056620.1057061231-0.1197625698market environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Firm ACE5: Sec C_Group 5Quantitative|Extrapolative Forecasts of Quarter 5 Sales VolumeRegion 2: Sales History, Quarters 1-4Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)RateRegion 2Q1Q2Q3Q4Service 5-1H11,78411,65814,28111,30712,41511,330-0.01069246440.2249957111-0.2082487221Service 5-2M9,7659,2479,38212,71910,44914,064-0.0530465950.01459932950.3556810915market environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Firm ACE5: Sec C_Group 5Quantitative|Extrapolative Forecasts of Quarter 5 Sales VolumeRegion 3: Sales History, Quarters 1-4Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)RateRegion 3Q1Q2Q3Q4Service 5-1H19,12718,64521,91521,75720,77222,794-0.02519997910.17538214-0.0072096737Service 5-2M6,7527,9347,1399,5818,21810,9130.1750592417-0.10020166370.3420647149market environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)Ratemarket environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)Ratemarket environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)Ratemarket environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.

04 Research111

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Service 1Service 2

Service 1Service 2

Quarter 1Quarter 2Quarter 3Quarter 4Firm 5Firm 5Firm 5Firm 5--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0710.6312.2412.87Change In NetInc:Revenue %00.571.610.64OPERATIONAL KPIsFill Rate %10010098.96100Forecasting Accuracy %10094.7990.1181.51CSR Turnover %10.919.038.7811.64CSR Cost/Call77.7376.0769.470.89CUSTOMER KPIsChange in Market Share %0-0.310.53-0.27Customer Satisfaction %27.8129.331.1730.96Quarter 1Quarter 2Quarter 3Quarter 4IndustryIndustryIndustryIndustryBestAveLowBestAveLowBestAveLowBestAveLow--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0711.713.7214.419.8810.9412.2611.559.5210.4310.99.46Change In NetInc:Revenue %01.863.32.8801.071.32-0.700.47-0.79-3.42OPERATIONAL KPIsFill Rate %10010010010010099.9999.7998.1810099.9398.9694.23Forecasting Accuracy %10094.9194.6991.810093.4890.586.0210092.3486.4481.51CSR Turnover %5.157.627.047.038.558.48.489.5910.919.2310.6111.64CSR Cost/Call77.7374.1567.2861.4879.0676.5171.8469.6781.1578.1976.7277.01CUSTOMER KPIsChange in Market Share %00.671.311.2400000-0.36-1.73-1.28Customer Satisfaction %28.3832.3833.3835.9528.0431.3631.6930.727.8129.330.2528.06

FirmIndustry BestIndustry AverageIndustry WorstFill Rate %

FirmIndustry BestIndustry AverageIndustry WorstForecasting Accuracy %

FirmIndustry BestIndustry AverageIndustry WorstCSR Turnover %

FirmIndustry BestIndustry AverageIndustry WorstNet Income To Revenue %

FirmIndustry BestIndudstry AverageIndustry WorstChange In NetInc:Revenue %

FirmIndustry BestIndustry AverageIndustry WorstChange in Market Share %

FirmIndustry BestIndustry AverageIndustry WorstCustomer Satisfaction %

FirmIndustry BestIndudstry AverageIndustry WorstCSR Cost/Call

All research study output is included at the end of your Word doc results file.Selected research study results are reported in this worksheet for possible further analysis (e.g., charting).RESEARCH STUDY #12 (Market Statistics )Quarter 1Quarter 2Quarter 3Quarter 4-----------------------------------------------------------INDUSTRY DEMAND---------------Region 1:Household Demand82,50685,11491,02883,940Household Unfilled0001,801MajorAcc Demand64,77671,14873,06468,109MajorAcc Unfilled0533821,082Region 2:Household Demand58,94562,53366,81465,076Household Unfilled0000MajorAcc Demand48,84449,42252,66654,361MajorAcc Unfilled0000Region 3:Household Demand95,65992,507102,314104,167Household Unfilled005094,825MajorAcc Demand33,77036,02736,19640,706MajorAcc Unfilled00091---------------------OVERALL MARKET SHARES---------------------Firm 12020.71919.1Firm 22019.72119.7Firm 320.120.519.620.9Firm 42019.620.320.5Firm 519.919.620.119.8RESEARCH STUDY #13 (Employee Satisfaction )Quarter 1Quarter 2Quarter 3Quarter 4----------------------------------------------------REGION 1--------Service 1-1H29.527.728.228.6Service 1-2M29.527.325.425.3Service 2-1H29.530.229.128.7Service 2-2M29.526.824.726.1Service 3-1H29.530.327Service 3-2M29.526.824.8Service 4-1H29.528.827.526.2Service 4-2M29.52726.323.2Service 5-1H29.528.427.228.8Service 5-2M29.526.326.226.4--------REGION 2--------Service 1-1H29.532.430.632.7Service 1-2M29.530.931.432Service 2-1H29.53032.631.5Service 2-2M29.529.130.328.7Service 3-1H29.532.532.3Service 3-2M29.529.129.2Service 4-1H29.531.532.128.6Service 4-2M29.528.62826.3Service 5-1H29.530.430.230.1Service 5-2M29.528.330.431.4--------REGION 3--------Service 1-1H29.525.926.325.2Service 1-2M29.529.929.831.8Service 2-1H29.52627.125.9Service 2-2M29.530.432.832.4Service 3-1H29.527.529.6Service 3-2M29.530.531.9Service 4-1H29.527.828.424.5Service 4-2M29.531.831.628.3Service 5-1H29.527.32625.3Service 5-2M29.531.531.833.2

Chart210010010010094.7994.9193.4892.3490.1194.6990.586.4481.5191.886.0281.51

FirmIndustry BestIndustry AverageIndustry WorstForecasting Accuracy %

04 Results*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEPERFORMANCE EVALUATION REPORT, QUARTER 4 PAGE 1*****************************************************************************Quarter 1Quarter 2Quarter 3Quarter 4Firm 5Firm 5Firm 5Firm 5--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0710.6312.2412.87Change In NetInc:Revenue %00.571.610.64OPERATIONAL KPIsFill Rate %10010098.96100Forecasting Accuracy %10094.7990.1181.51CSR Turnover %10.919.038.7811.64CSR Cost/Call77.7376.0769.470.89CUSTOMER KPIsChange in Market Share %0-0.310.53-0.27Customer Satisfaction %27.8129.331.1730.96Quarter 1Quarter 2Quarter 3Quarter 4IndustryIndustryIndustryIndustryBestAveLowBestAveLowBestAveLowBestAveLow--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0711.713.7214.419.8810.9412.2611.559.5210.4310.99.46Change In NetInc:Revenue %01.863.32.8801.071.32-0.700.47-0.79-3.42OPERATIONAL KPIsFill Rate %10010010010010099.9999.7998.1810099.9398.9694.23Forecasting Accuracy %10094.9194.6991.810093.4890.586.0210092.3486.4481.51CSR Turnover %5.157.627.047.038.558.48.489.5910.919.2310.6111.64CSR Cost/Call77.7374.1567.2861.4879.0676.5171.8469.6781.1578.1976.7277.01CUSTOMER KPIsChange in Market Share %00.671.311.2400000-0.36-1.73-1.28Customer Satisfaction %28.3832.3833.3835.9528.0431.3631.6930.727.8129.330.2528.06*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACECORPORATE P&L STATEMENT, QUARTER 4 PAGE 2*****************************************************************************AllServicesService 5-1Service 5-2---------------------------------Sales Volume82,51847,61334,905Unfilled Orders000Price245150375Revenues20,231,3257,141,95013,089,375Variable Costs3,568,6081,142,7122,425,896Order Processing825,180476,130349,050---------------------------------Gross Margin15,837,5375,523,10810,314,429Fixed & Other Costs:Administrative O/H600,000300,000300,000Call Center Service562,656373,218189,438Consulting Fees-300,000Corporate O/H1,000,000Forecast Inaccuracy110,96054,59656,364Information Technology188,250Introductions0Marketing2,400,0001,140,0001,260,000Marketing Creative252,0000252,000Price Changes000Reconfiguration0Research Studies0Service Salaries2,826,0001,365,3001,460,700Service O/H2,826,0001,365,3001,460,700Service Hire&Fire198,00096,300101,700Service Outsourcing000Unfilled Handling0Total Fixed & Other10,663,8664,694,7145,080,902---------------------------------Operating Income5,173,671828,3945,233,527---------------------------------Non-Operating Income35,405Taxes-2,604,538Net Income2,604,538*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEHISTORICAL CORPORATE P&L STATEMENT, QUARTER 4 PAGE 3*****************************************************************************PreviousPreviousCurrentCurrentQuarterQuarterQuarterQuarter(Q# 3)(Q# 3)(Q# 4)(Q# 4)--------------------------------------------Sales Volume84,80982,518Unfilled Orders8910Price231245Revenues19,660,575100.00%20,231,325100.00%Variable Costs3,438,67917.50%3,568,60817.60%Order Processing848,0904.30%825,1804.10%------------------------------------Gross Margin15,373,80678.20%15,837,53778.30%Fixed & Other Costs:Administrative O/H600,0003.10%600,0003.00%Call Center Service594,3363.00%562,6562.80%Consulting Fees00.00%-300,000-1.50%Corporate O/H1,000,0005.10%1,000,0004.90%Forecast Inaccuracy59,3350.30%110,9600.50%Information Technology16,0000.10%188,2500.90%Introductions00.00%00.00%Marketing2,400,00012.20%2,400,00011.90%Marketing Creative00.00%252,0001.20%Price Changes00.00%00.00%Reconfiguration00.00%00.00%Research Studies00.00%00.00%Service Salaries2,862,00014.60%2,826,00014.00%Service O/H2,862,00014.60%2,826,00014.00%Service Hire&Fire162,0000.80%198,0001.00%Unfilled Handling17,8200.10%00.00%Total Fixed & Other10,573,49153.80%10,663,86652.70%------------------------------------Operating Income4,800,31524.40%5,173,67125.60%------------------------------------Non-Operating Income11,9990.10%35,4050.20%Taxes-2,406,157-12.20%-2,604,538-12.90%==============Net Income2,406,15712.20%2,604,53812.90%==============*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE 5-1 P&L STATEMENT, QUARTER 4 PAGE 4*****************************************************************************All RegionsRegion 1Region 2Region 3(TOTAL )( Central)( North)( East)--------------------------------------------Active?YesYesYesSales Volume47,61314,54911,30721,757Unfilled Orders0000Price150150150150Revenues7,141,9502,182,3501,696,0503,263,550Variable Costs1,142,712349,176271,368522,168Order Processing476,130145,490113,070217,570--------------------------------------------Gross Margin5,523,1081,687,6841,311,6122,523,812Fixed Costs:Administrative O/H300,000100,000100,000100,000Call Center Service373,218112,25486,022174,942Forecast Inaccuracy54,59623,54127,0983,957Marketing1,140,000380,000380,000380,000Marketing Creative0000Price Changes0000Service Salaries1,365,300425,250425,250514,800Service O/H1,365,300425,250425,250514,800Service Hire&Fire96,30032,40024,30039,600Total Fixed Costs4,694,7141,498,6951,467,9201,728,099--------------------------------------------Operating Income828,394188,989-156,308795,713Sales Volume Forecast17,97414,37120,896CSR Salary $/Month3,0003,0003,000CSR Hiring&Firing12912CSR Maximum Capacity Limit959595CSR Time Allocation454555Marketing Mix Allocation403030403030403030Marketing Positioning373737Service 5-1 ConfigurationH446320*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE 5-2 P&L STATEMENT, QUARTER 4 PAGE 5*****************************************************************************All RegionsRegion 1Region 2Region 3(TOTAL )( Central)( North)( East)--------------------------------------------Active?YesYesYesSales Volume34,90512,60512,7199,581Unfilled Orders0000Price375375375375Revenues13,089,3754,726,8754,769,6253,592,875Variable Costs2,425,896876,047883,970665,879Order Processing349,050126,050127,19095,810--------------------------------------------Gross Margin10,314,4293,724,7783,758,4652,831,186Fixed Costs:Administrative O/H300,000100,000100,000100,000Call Center Service189,43876,83665,44847,154Forecast Inaccuracy56,36422,17324,6009,591Marketing1,260,000420,000420,000420,000Marketing Creative252,00084,00084,00084,000Price Changes0000Service Salaries1,460,700519,750519,750421,200Service O/H1,460,700519,750519,750421,200Service Hire&Fire101,70039,60029,70032,400Total Fixed Costs5,080,9021,782,1091,763,2481,535,545--------------------------------------------Operating Income5,233,5271,942,6691,995,2171,295,641Sales Volume Forecast15,4009,5908,662CSR Salary $/Month3,0003,0003,000CSR Hiring&Firing12912CSR Maximum Capacity Limit959595CSR Time Allocation555545Marketing Mix Allocation503020503020503020Marketing Positioning171717Service 5-2 ConfigurationM663131*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEBALANCE SHEET, QUARTER 4 PAGE 6*****************************************************************************ASSETS------Cash2,023,132Marketable Securities4,126,482Facilities & Equip Investment50,000,000Total Assets56,149,614LIABILITIES AND EQUITIES-------------------------Corporate Capitalization50,000,000Dividends, Current-781,361Dividends, Cumulative-1,854,186Loans0Retained Earnings, Current2,604,538Retained Earnings, Cumulative6,180,623Total Liabilities & Equities56,149,614*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE VARIABLE COST REPORT, QUARTER 4 PAGE 7*****************************************************************************Service 5-1Service 5-2----------------------Support Service Category00CSR Technical Training00CSR Service Skills Training00Service Appointment Schedulin112.5Scheduling Style312Service Call Duration1025Service Call Format1020----------------------2469.5*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE CENTER OPERATIONS REPORT, QUARTER 4 PAGE 8*****************************************************************************All RegionsRegion 1Region 2Region 3--------------------------------------------STAFFING REPORT---------------Beginning CSRs318105109104- CSR Resignations-37-12-13-12- CSR Firing0000+ CSR Hiring3312912= Available CSRs314105105104ACTIVITY REPORT---------------SERVICE 5-1Calls47,61314,54911,30721,757Time Allocation %454555CSR Capacity66,85320,76220,96725,124CSR Utilization % [Q# 4]70.0853.9386.6CSR Utilization % [Q# 3]76.2858.9995CSR Cost/Call $59.3760.6877.3749.14CSR Turnover %12.7712.2415.79SERVICE 5-2Calls34,90512,60512,7199,581Time Allocation %555545CSR Capacity46,30016,41916,58113,300CSR Utilization % [Q# 4]76.7776.7172.04CSR Utilization % [Q# 3]9559.8947.83CSR Cost/Call $86.6185.6184.0691.31CSR Turnover %10.5311.866.52*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE CENTER STATISTICS REPORT, QUARTER 4 PAGE 9*****************************************************************************All RegionsRegion 1Region 2Region 3--------------------------------------------SERVICE 5-1-----------Billings6,0001,7911,5342,675Design Configuration2,4097235761,110Design Quality10,6373,1812,5084,948First-Time Usage6,0121,7221,4062,884Introduction0000Miscellaneous5,9261,8811,5272,518Service Call Duration2,4677385881,141Service Experience8,1692,5849464,639Service Scheduling20,4846,0895,2529,143Unfilled Orders990099[Sales Volume]47,61314,54911,30721,757SERVICE 5-2-----------Billings4,0781,6101,4221,046Design Configuration1,721596648477Design Quality6,0582,1702,2281,660First-Time Usage4,4051,5631,6871,155Introduction0000Miscellaneous3,9501,6081,3341,008Service Call Duration867315310242Service Experience4,5392,7291,181629Service Scheduling5,8832,1432,0981,642Unfilled Orders727200[Sales Volume]34,90512,60512,7199,581*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACESERVICE CENTER STATISTICS HISTORY REPORT, QUARTER 4 PAGE 10*****************************************************************************Quarter 1Quarter 2Quarter 3Quarter 4----------------------------------------SERVICE 5-1, REGION 1---------------------Billings1,9511,9782,0371,791Design Configuration813843899723Design Quality3,6163,8643,8873,181First-Time Usage2,0342,2592,3111,722Introduction0000Miscellaneous2,0312,0852,0591,881Service Call Duration813910873738Service Experience2,8462,9003,0052,584Service Scheduling7,1537,6848,0676,089Unfilled Orders0000[Sales Volume]16,27317,17917,77214,549SERVICE 5-1, REGION 2---------------------Billings1,4131,4131,5181,534Design Configuration589565740576Design Quality2,6182,6403,2222,508First-Time Usage1,4731,3871,7641,406Introduction0000Miscellaneous1,4691,3831,6821,527Service Call Duration589565692588Service Experience2,0431,3331,196946Service Scheduling5,1805,2206,2595,252Unfilled Orders0000[Sales Volume]11,78411,65814,28111,307SERVICE 5-1, REGION 3---------------------Billings2,2952,3142,4352,675Design Configuration9569251,1771,110Design Quality4,2503,9374,8674,948First-Time Usage2,3902,2712,7092,884Introduction0000Miscellaneous2,3892,3742,7172,518Service Call Duration9569061,1601,141Service Experience3,3173,4614,5094,639Service Scheduling8,4098,62310,3319,143Unfilled Orders00099[Sales Volume]19,12718,64521,91521,757SERVICE 5-2, REGION 1---------------------Billings1,5251,6371,6091,610Design Configuration635637762596Design Quality2,1442,1822,3482,170First-Time Usage1,5891,5791,8351,563Introduction0000Miscellaneous1,5871,6311,6731,608Service Call Duration317311361315Service Experience2,2242,7793,1242,729Service Scheduling2,2352,3152,6642,143Unfilled Orders00072[Sales Volume]12,71712,95114,32012,605SERVICE 5-2, REGION 2---------------------Billings1,1711,1661,0631,422Design Configuration488459449648Design Quality1,7121,6231,6242,228First-Time Usage1,2201,2081,1061,687Introduction0000Miscellaneous1,2181,2321,2001,334Service Call Duration244225223310Service Experience1,6931,2901,0581,181Service Scheduling1,7161,6841,6462,098Unfilled Orders0000[Sales Volume]9,7659,2479,38212,719SERVICE 5-2, REGION 3---------------------Billings8109038341,046Design Configuration337396347477Design Quality1,1911,3641,3361,660First-Time Usage8441,0208461,155Introduction0000Miscellaneous8418658601,008Service Call Duration168190172242Service Experience1,171904546629Service Scheduling1,1871,3231,2541,642Unfilled Orders0000[Sales Volume]6,7527,9347,1399,581*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEFORECASTING ACCURACY REPORT, QUARTER 4 PAGE 11*****************************************************************************RegionForecastActualAccuracy %----------------------------------------Service 5-1117,97414,54976.5Service 5-1214,37111,30772.9Service 5-1320,89621,75796Service 5-2115,40012,60577.8Service 5-229,59012,71975.4Service 5-238,6629,58190.4SALES HISTORYQuarter 1Quarter 2Quarter 3Quarter 4-----------------------------------------------------REGION 1Service 5-1H16,27317,17917,77214,549Service 5-2M12,71712,95114,32012,605REGION 2Service 5-1H11,78411,65814,28111,307Service 5-2M9,7659,2479,38212,719REGION 3Service 5-1H19,12718,64521,91521,757Service 5-2M6,7527,9347,1399,581

DashboardFirm ACE5: Sec C_Group 5Quarter 4LINKS DashboardQuarter3Quarter4Sales Volume84,80982,518Unfilled Orders8910Price$231$245Revenues$19,660,575100.0%$20,231,325100.0%Variable Costs$3,438,67917.5%$3,568,60817.6%Gross Margin$15,373,80678.2%$15,837,53778.3%Net Income$2,406,15712.2%$2,604,53812.9%Q1Q2Q3Q4Net Income to Revenue %10.0710.6312.2412.879.8810.9412.2611.55Forecasting Accuracy %10094.7990.1181.5110093.4890.586.02Customer Satisfaction %27.8129.331.1730.9628.0431.3631.6930.7

Dashboard

FirmIndustry AverageNet Income To Revenue %

Portfolio Performance

FirmIndustry AverageForecasting Accuracy %

Decision History

FirmIndustry AverageCustomer Satisfaction %

ForecastsFirm ACE5: Sec C_Group 5Quarter 4Portfolio Performance of Firm ACE5's 2 ServicesSales VolumeRevenuesGross MarginOperating IncomeOperating Income51736718283945233527Gross Margin15837537552310810314429Revenues20231325714195013089375Sales Volume825184761334905

Forecasts

Service 1Service 2

KPIcharts*****************************************************************************FIRM 5: Sec C_Group 5 INDUSTRY ACEDECISION HISTORY: QUARTERS 1 TO 4*****************************************************************************Quarter 1Quarter 2Quarter 3Quarter 4SERVICE DESIGN DECISIONS--------------------------------------------Service 5-1 ConfigurationH446320H446320H446320H446320Service 5-2 ConfigurationM663131M663131M663131M663131Quarter 1Quarter 2Quarter 3Quarter 4SERVICE OPERATIONS DECISIONS--------------------------------------------Region 1CSR Salary $/Month3,0003,0003,0003,000CSR Hiring&Firing99912CSR Maximum Capacity Limit95959595CSR Time Allocation: 5-150505045CSR Time Allocation: 5-250505055Region 2CSR Salary $/Month3,0003,0003,0003,000CSR Hiring&Firing9999CSR Maximum Capacity Limit95959595CSR Time Allocation: 5-150505045CSR Time Allocation: 5-250505055Region 3CSR Salary $/Month3,0003,0003,0003,000CSR Hiring&Firing99912CSR Maximum Capacity Limit95959595CSR Time Allocation: 5-150505055CSR Time Allocation: 5-250505045Quarter 1Quarter 2Quarter 3Quarter 4MARKETING DECISIONS--------------------------------------------Service 5-1Region 1Active Service?YesYesYesYesPrice150150150150Marketing Spending400,000400,000400,000380,000Marketing Mix Allocation403030403030403030403030Marketing Positioning37373737Region 2Active Service?YesYesYesYesPrice150150150150Marketing Spending400,000400,000400,000380,000Marketing Mix Allocation403030403030403030403030Marketing Positioning37373737Region 3Active Service?YesYesYesYesPrice150150150150Marketing Spending400,000400,000400,000380,000Marketing Mix Allocation403030403030403030403030Marketing Positioning37373737Service 5-2Region 1Active Service?YesYesYesYesPrice375375375375Marketing Spending400,000400,000400,000420,000Marketing Mix Allocation403030403030403030503020Marketing Positioning37373717Region 2Active Service?YesYesYesYesPrice375375375375Marketing Spending400,000400,000400,000420,000Marketing Mix Allocation403030403030403030503020Marketing Positioning37373717Region 3Active Service?YesYesYesYesPrice375375375375Marketing Spending400,000400,000400,000420,000Marketing Mix Allocation403030403030403030503020Marketing Positioning37373717Quarter 1Quarter 2Quarter 3Quarter 4FORECASTING DECISIONS--------------------------------------------Service 5-1: Region 116,27316,27316,27317,974Service 5-1: Region 211,78411,78411,78414,371Service 5-1: Region 319,12719,12719,12720,896Service 5-2: Region 112,71712,71712,71715,400Service 5-2: Region 29,7659,7659,7659,590Service 5-2: Region 36,7526,7526,7528,662Quarter 1Quarter 2Quarter 3Quarter 4INFORMATION TECH DECISIONS--------------------------------------------Billing System Technology0000Industry Employee Satisfact1111Internal Employee Satisfact0000Internet-Delivered Ancillar0000Telecomm Systems SupportNNNNNNNNNYNNQuarter 1Quarter 2Quarter 3Quarter 4RESEARCH STUDIES DECISIONS--------------------------------------------Research Study # 1NoNoNoYesResearch Study # 3NoNoNoNoResearch Study # 8NoNoNoYesResearch Study # 9NoNoNoYesResearch Study #10NoNoNoNoResearch Study #11NoNoNoNoResearch Study #12NoNoNoYesResearch Study #13NoNoNoYesResearch Study #14NoNoNoNoResearch Study #18NoNoNoNoResearch Study #20NoNoNoNoResearch Study #23NoNoNoNoResearch Study #24NoNoNoYesResearch Study #26NoNoNoNoResearch Study #27NoNoNoNoResearch Study #28NoNoNoNoResearch Study #31NoNoNoNoResearch Study #34NoNoNoNoResearch Study #38NoNoNoNo

04 ResearchFirm ACE5: Sec C_Group 5Quantitative|Extrapolative Forecasts of Quarter 5 Sales VolumeRegion 1: Sales History, Quarters 1-4Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)RateRegion 1Q1Q2Q3Q4Service 5-1H16,27317,17917,77214,54916,50014,1070.05567504460.0345188893-0.1813526896Service 5-2M12,71712,95114,32012,60513,29212,6230.01840056620.1057061231-0.1197625698market environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Firm ACE5: Sec C_Group 5Quantitative|Extrapolative Forecasts of Quarter 5 Sales VolumeRegion 2: Sales History, Quarters 1-4Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)RateRegion 2Q1Q2Q3Q4Service 5-1H11,78411,65814,28111,30712,41511,330-0.01069246440.2249957111-0.2082487221Service 5-2M9,7659,2479,38212,71910,44914,064-0.0530465950.01459932950.3556810915market environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Firm ACE5: Sec C_Group 5Quantitative|Extrapolative Forecasts of Quarter 5 Sales VolumeRegion 3: Sales History, Quarters 1-4Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)RateRegion 3Q1Q2Q3Q4Service 5-1H19,12718,64521,91521,75720,77222,794-0.02519997910.17538214-0.0072096737Service 5-2M6,7527,9347,1399,5818,21810,9130.1750592417-0.10020166370.3420647149market environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)Ratemarket environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)Ratemarket environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.Forecast #2:Forecast #1:AverageAverageGrowth(Last 3)Ratemarket environments from the recent past continue during the forecast period. "Forecast #2" is based on the average growth rate for all available historicalvalues. However, only historical values of at least 1,000 are used to avoid thepotential for extreme historical variability in calculating average growth rate.

04 Research111

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Service 1Service 2

Service 1Service 2

Quarter 1Quarter 2Quarter 3Quarter 4Firm 5Firm 5Firm 5Firm 5--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0710.6312.2412.87Change In NetInc:Revenue %00.571.610.64OPERATIONAL KPIsFill Rate %10010098.96100Forecasting Accuracy %10094.7990.1181.51CSR Turnover %10.919.038.7811.64CSR Cost/Call77.7376.0769.470.89CUSTOMER KPIsChange in Market Share %0-0.310.53-0.27Customer Satisfaction %27.8129.331.1730.96Quarter 1Quarter 2Quarter 3Quarter 4IndustryIndustryIndustryIndustryBestAveLowBestAveLowBestAveLowBestAveLow--------------------------------------------FINANCIAL KPIsNet Income to Revenue %10.0711.713.7214.419.8810.9412.2611.559.5210.4310.99.46Change In NetInc:Revenue %01.863.32.8801.071.32-0.700.47-0.79-3.42OPERATIONAL KPIsFill Rate %10010010010010099.9999.7998.1810099.9398.9694.23Forecasting Accuracy %10094.9194.6991.810093.4890.586.0210092.3486.4481.51CSR Turnover %5.157.627.047.038.558.48.489.5910.919.2310.6111.64CSR Cost/Call77.7374.1567.2861.4879.0676.5171.8469.6781.1578.1976.7277.01CUSTOMER KPIsChange in Market Share %00.671.311.2400000-0.36-1.73-1.28Customer Satisfaction %28.3832.3833.3835.9528.0431.3631.6930.727.8129.330.2528.06

FirmIndustry BestIndustry AverageIndustry WorstFill Rate %

FirmIndustry BestIndustry AverageIndustry WorstForecasting Accuracy %

FirmIndustry BestIndustry AverageIndustry WorstCSR Turnover %

FirmIndustry BestIndustry AverageIndustry WorstNet Income To Revenue %

FirmIndustry BestIndudstry AverageIndustry WorstChange In NetInc:Revenue %

FirmIndustry BestIndustry AverageIndustry WorstChange in Market Share %

FirmIndustry BestIndustry AverageIndustry WorstCustomer Satisfaction %

FirmIndustry BestIndudstry AverageIndustry WorstCSR Cost/Call

All research study output is included at the end of your Word doc results file.Selected research study results are reported in this worksheet for possible further analysis (e.g., charting).RESEARCH STUDY #12 (Market Statistics )Quarter 1Quarter 2Quarter 3Quarter 4-----------------------------------------------------------INDUSTRY DEMAND---------------Region 1:Household Demand82,50685,11491,02883,940Household Unfilled0001,801MajorAcc Demand64,77671,14873,06468,109MajorAcc Unfilled0533821,082Region 2:Household Demand58,94562,53366,81465,076Household Unfilled0000MajorAcc Demand48,84449,42252,66654,361MajorAcc Unfilled0000Region 3:Household Demand95,65992,507102,314104,167Household Unfilled005094,825MajorAcc Demand33,77036,02736,19640,706MajorAcc Unfilled00091---------------------OVERALL MARKET SHARES---------------------Firm 12020.71919.1Firm 22019.72119.7Firm 320.120.519.620.9Firm 42019.620.320.5Firm 519.919.620.119.8RESEARCH STUDY #13 (Employee Satisfaction )Quarter 1Quarter 2Quarter 3Quarter 4----------------------------------------------------REGION 1--------Service 1-1H29.527.728.228.6Service 1-2M29.527.325.425.3Service 2-1H29.530.229.128.7Service 2-2M29.526.824.726.1Service 3-1H29.530.327Service 3-2M29.526.824.8Service 4-1H29.528.827.526.2Service 4-2M29.52726.323.2Service 5-1H29.528.427.228.8Service 5-2M29.526.326.226.4--------REGION 2--------Service 1-1H29.532.430.632.7Service 1-2M29.530.931.432Service 2-1H29.53032.631.5Service 2-2M29.529.130.328.7Service 3-1H29.532.532.3Service 3-2M29.529.129.2Service 4-1H29.531.532.128.6Service 4-2M29.528.62826.3Service 5-1H29.530.430.230.1Service 5-2M29.528.330.431.4--------REGION 3--------Service 1-1H29.525.926.325.2Service 1-2M29.529.929.831.8Service 2-1H29.52627.125.9Service 2-2M29.530.432.832.4Service 3-1H29.527.529.6Service 3-2M29.530.531.9Service 4-1H29.527.828.424.5Service 4-2M29.531.831.628.3Service 5-1H29.527.32625.3Service 5-2M29.531.531.833.2