text mining summit 2009 v4 (for general presentations)

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Strategic Insight and Text Analytics

Harris Interactive Text Analytics

2

Harris Interactive History

• Harris Poll – longest running US proprietary poll (since 1963)

• Leading pioneer for online panels and online surveys in 1990s

• 2005 – ranked 13th largest market research firm worldwide (ESOMAR)

3

Qualitative and Quantitative Streams

actionable prescription

needs rich detail

projectable generalizations

require methodical validation

and significance testing.

4

Why Text Analytics is becoming Critical

• Provides a much needed validation of quantitative analysis; and can be used to help understand what respondents mean when they provide a scaled response

• Offers a more contextualized analysis where emerging themes are less driven by a priori research categories and concepts

• Classification can be more sophisticated and a less taxing method of building consistent thematic structures

• Catalogued text which can be easily organized in hierarchies and interlocking relationships, which more accurately reflect how respondents organize their conceptual world

• Sentiment which can be associated with thematically organized data and provide insight into dispositions that influence stated or observed behavior

5

Scalability and Replication

• Text analytics software offers lower costs for handling large volumes of content rich data

• Natural language processing, and domain specific training sets give reliable replication and updating of analysis

• Iterative testing of thematic structures ensures systematic validation of themes and their analytical relevance.

6

Text Analytics Output

• Classification: – Thematic Structure– Links to detailed comments

• Volume: – Count for Documents, Sentences and Authors

• Sentiment: – Positive and Negative Content

7

Case Study

B2B Survey with Top Global Accounts

8

Context

• Data Source– ~5,000 B2B interviews annually (multiple interviews per account)– ~120 structured questions & ~5 open comments per interview

• Prior analysis:– Main exploration and analysis dependent on structured variables – Statistical approach limited to simple correlations and

comparison of average scores– Use comments as anecdotes to support a priori hypotheses

about account issues

9

Key Issues

• Structured variables not providing actionable insights

• Unstructured comments too difficult to theme effectively

10

-0.4 -0.2 0 0.2 0.4 0.6 0.8

-0.4

-0.2

0

0.2

0.4

0.6

0.8Comparing Multivariate and Bivariate Analysis of Drivers of Loyalty

ZeroOrder CORR

CATREG Optimal Scale

CR Scaled Zero Order Corr

Coefficients for 2007

Co

effi

cien

ts f

or

2008

Issues with Structured Variables: Coefficient Graph

11

Issue of Thematic Complexity

• No consistent story emerged in original analysis, despite having fewer themes

• Comments were presented anecdotally and loosely mapped to a priori groups of structured questions

From Original Reports

Harris Classification

Number of themes identified 44 65

Number of insignificant or redundant themes

16 0

Number of unique themes 28 65

12

Overcoming Classification Redundancy

Text Analytics Child Categories Section 1 (original report) Section 2 (original report) Section 3 (original report) Section 4 (original report)

Account Mgmt - Communication

Account Mgmt - Knowledge & Expertise A/BR: Account Teams Viewed As Trusted Advisors Adding Strategic Value AM: Acct Mgr Adds Strategic Value

Account Mgmt - Local

Account Mgmt - Respons ivenessAccount Mgmt - Quality

Account Mgmt - Support RV: Empower Acct Mgr / Acct Team Support

Account Mgmt - Problem Resolution

Consulting Srvc - Value

Consulting Srvc - Offerings

Consulting Srvc - Knowledge & Expertise

Contracts - Post-Sale

Contracts - Commitment

Contracts- Quality

Contracts - Value

Fulfillment - Commitment

Fulfillment - Speed

H ardware - Computers/Laptops

H ardware - Improvements

H ardware - Innovation

H ardware - Printers

H ardware - Quality & Reliability PQR: H ardware Quality / Reliability

H ardware - Server

H ardware - Value

H ardware - OS

H ardware - Virtualization

Relationship Value - Executive Engagement RV: Add Value / More Executive Engagement ABR: Effective Executive Engagement

Relationship Value - Local

Relationship Value - Partnering

Relationship Value - Communicate

Relationship Value - Long-term View

Service & Technical Support - Flexibility & Respons iveness S&S: Efficiency & Accessibility S&S: Prompt

Service & Technical Support - Quality

Service & Technical Support - Proactive

Service & Technical Support - Local

Service & Technical Support - Price

Software - Capabilities

Software - Quality & Reliability PQR: Software Quality / Solutions

Software - Improvements

Software - Value

Solutions - Quality & Reliability

Solutions - Value

Solutions - Comprehens ive

Solutions - Innovation

Solutions - Adaptive

Solutions - Price

Gen - Pricing Improve TCO / Reduce Prices H elping Manage TCO

Gen - Value PCV: Solutions Offer Compelling ROI PCV: Services Deliver Measurable Value

Integrated Solutions - H ardware

Integrated Solutions - Software

Integrated Solutions - H ardware & Software

Integrated Solutions - General IS: Integrated Solutions Reliability IS: Deliver Promised Benefits IS: More Integrated Solutions IS: Seamless Integration of Solutions

Ease of Doing Bus iness - Fewer Silos / Less Bureaucracy EODB: Fewer Silos / Less Bureaucracy EODB: Act Cohes ively EODB: G lobal Cons istency

Ease of Doing Bus iness - Ownership / Follow-through EODB: Ownership / Follow-through RV: Proactively Propose Solutions

Ease of Doing Bus iness - Flexibility & Respons iveness EODB: Flexibility and Responsiveness

Ease of Doing Bus iness - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts , Terms)

EODB: Simplify Processes (Pricing, Quoting, Ordering, Invoicing) EODB: T&Cs; Quote TAT; Invoice Clarity EODB: Contract Process

Understanding Bus iness Needs UBN: Bus iness Understanding UBN: Ability to Understand Critical Success Factors / Priorities

Customer Communications & Education - Provide Roadmaps Communications: Roadmaps Enable Planning

Customer Communications & Education - Provide Training, Seminars , Education

Customer Communications & Education - General Communications: Effective Communications

Depth & Breadth of Technology Portfolio TPK: Breadth & Depth of Technology Portfolio

Technology Experience & Expertise TPK: Knowledge, Expertise & Experience

Brand, Presence & Credibility TPP: Brand, Presence and CredibilityGlobal Coverage - Account Mgmt

Global Coverage - Solutions GC: Address G lobal Needs GC: G lobal Capabilities

Global Coverage - Support & Technical Service

Text Analytics

Child Themes

Matching Unique and Redundant Themes from Original Analysis

13

Analysis Plan to Address Issues

Big Picture

Identify Leading Themes

Linkages between Themes

Narrative Structure of Themes

Statistical ValidationLeve

l of D

etai

l

Use Heat Maps

Co-occurrence

CHAID

14

Step One: Effective Classification

Creating a thematic structure from case study data is first step

15

Key to Success: Detailed Classification

Classification Tree

Brand Credibility

Experience and

Expertise

Ease of Doing

Business

Integrated Solutions

Breadth of Technology

Portfolio

Understand Specific Business

Needs

See Training Set Example

Case Study Example

16

Rules for Training Sets: Integrated Solutions - Breakdown

17

Rules for Training Sets: Ease of Doing Business - Breakdown

18

Step Two: Heat Maps on Volume and Sentiment

Building a Market Story from a Thematic Structure

19

Why Heat Maps?

• Heat maps provide a simple method of identifying actions that are directly related to the thematic structure of customer discourse.

• Text analytics provides a method of measuring both the current state of sentiment and volume of mentions.

• The thematic integrity of the classification scheme permits year over year analysis of changes in sentiment and volume.

• Combining Current (e.g., 2008) and Emerging (i.e., year over year changes) patterns suggests ways to address marketing, brand and product positioning.

Low Med Hi

LowM

edH

i

Sentiment

Volume

Current

Low Med Hi

LowM

edH

i

Sentiment

Volume

Emerging

Note: Year over year change

20

Low Med Hi

LowM

edH

i

Sentiment

Volume

Latent Leverage Themes:

requires top of mind

uplift

Brand/Position Core Attractors – continue to

build to maintain market position

Brand/Position Detractors –

need to address negative spin

Brand Appendages:

Requires top of mind and

sentiment uplift

How to interpret current state Heat Maps

21

S<.15V<.15

S~ .15-.85

V<.15

S>.85V<.15

S<.15V

~.15-.85

S~.15-.85V

~.15-.85

S>.85V

~.15-.85

S<.15V>.85

S~.15-.85

V>.85

S>.85V>.85

Low Med Hi

LowM

edH

i

Sentiment

Volume

Allocation of Themes

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

Criteria for theme assignment uses 15th and 85th percentiles as parameters.

Heat Map Criteria

22

Interpretation: Emerging Problems

• Emerging Pattern– Sentiment (Low) means large downward

change in average– Volume (Hi) means large increase in number

of mentions

• Current State– Sentiment (Med) means mix of positive and

negative dispositions– Volume (Med) average number of mentions

• Interpretation– What are currently moderate issues may

become critical issues by next year if trend continues

– There is a frequent top of mind mention that requires remedial action not messaging

Emerging Problems

Low Med Hi

LowM

edH

i

Sentiment

Volume

E

CC

E Example

23

Interpretation: New Positioning

• Emerging Pattern– Sentiment (Hi) means large upward

change in average– Volume (Hi) means large

increase in number of mentions

• Current State– Sentiment (Med-Hi) means mix of positive

and negative dispositions– Volume (Med-Hi) above average number

of mentions

• Interpretation– Upward trends in cells 1,5 & 6 mean new

positive themes are emerging that tactical messaging can reinforce and connect to current brand anchors

Develop New Positioning

Low Med Hi

LowM

edH

i

Sentiment

Volume

E

C

C1

65

C

E Example

24

Interpretation: Diminishing Relevance

• Emerging Pattern– Sentiment (Lo) means large downward

change in average– Volume (Lo) means large decrease in

number of mentions

• Current State– Sentiment (Hi) highly positive dispositions– Volume (Med) average number of mentions

• Interpretation– Downward trend in both average sentiment and

number of mentions, which means that while the positive disposition is eroding, the relevance of the theme may become less significant over time

– Shoring up this characteristic may have a low ROI, look for positive changes in themes from 1,4,5 & 6.

Low Med Hi

LowM

edH

i

Sentiment

Volume

E

C1

5 64

C

E ExampleDiminishing Relevance

25

Heat Maps

Case Study Story

26

Total Market: Hyperlink Heat Map

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Current State 2008 Big Picture• Safe and reliable but stodgy

and not effectively improving products and services

• Has effective account management which represents value but can be seen as maintaining the status quo

• Strategic partnering is hampered by a service orientation that does not effectively communicate an improvement-consultative model

27

Current Overall Client Experience

• Brand – broad portfolio & consistent credibility

• Strong account management– Responsive, brings value &

expertise• Delivering quality and reliability

– Hardware and software– Solutions– Service and Technical Support

• Weak value proposition– Software, Consulting &

Contracts• Failure to improve through

innovation and product evolution– Lagging developments in

software and hardware – Weak business follow-through – Problems communicating

visionary roadmaps and functionality

Strengths Threats

28

Understanding Interleafing Strengths

Quality and Reliability

• Co-occurrence Analysis– Quality for solutions, support, SW

and HW are integrally linked– Product quality is reinforced by

strong account management– Product quality has concrete

underpinnings e.g., HW quality shows links to OS issues, which in turn are tied to servers and emerging virtualization issues

Account Management

• Co-occurrence Analysis– Account responsiveness is a

function of communication and problem resolution

– Account management quality is tied to support and responsiveness

– Account capabilities has connections to local account support and service support

29

Buffered by Account Management

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Current State 2008

ResponsivenessQualityKnowledge & Expertise

SupportCommunication

LocalProblem Resolution

Account Mgt Themes

Local Relationship Value

30

Understanding Interleafing Threats

Building a Sense of Value

• Co-occurrences– Value disassociated from quality

and reliability – More narrowly focused or linked to

specific products and services– HW value co-occurs with SW

value suggesting mutual reinforcement

– HW value aligns with discussion of servers and HW improvements

– Positive server position does not offset poor position of HW improvement, which undermines HW value

Ongoing Improvement

• Co-occurrences– Disconnect between innovation

and improvement in SW– Co-occurrence with integrated

solutions and SW capabilities is not improving view of of SW improvement

– Both improvement and innovation dimensions are poorly positioned

– HW improvement is linked to a a highly commoditized technology (i.e., printers) limiting uplift

31

Stunted Improvement/Innovation Issues

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Current State 2008HW Innovation

HW Improvement

SW Improvement

Solution Innovation

32

Structured Data: Repurchase

Likelihood to repurchase – scaled response

33

Repurchase: Top box and Bottom Box

• High volume positive themes of top box clients

– Very positive reaction to account management: responsiveness, support, quality, expertise

– Very positive perceptions of quality and reliability

• High volume negative themes of bottom box clients

– Lack simplified processes and follow-through (EOB)

– Reactive service model

– Lack executive engagement and consultative value

– Fail to emphasize improvement

Similar to general market

Very different pain points

Very different pain points

New Insights

34

Hyperlink Heat Map: Repurchase Top Box

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Current State 2008

35

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Current State 2008

Hyperlink Heat Map: Repurchase Bottom Box

36

Identifying Emerging Trends

Year over year changes in volume and sentiment

37

Themes with Positive Uplift in Volume and Sentiment

• Large increases in volume and positive sentiment– Brand presence and global solutions– SW quality– HW virtualization

• Large increases in volume, but large decreases in positive sentiment– Integrated Solutions - Software– Ease of Doing Business - Simplify Processes (Pricing, Quoting,

Ordering, Invoicing, Contracts, Terms)

Increasing Chatter

Increasingly Positive

Increasingly Negative

38

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Emerging Trends

Hyperlink Heat Map: Total Market Year Over Year Changes

39

Linking Current and Emerging Patterns

40

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Trend DiagnosticsIntegrated Solutions – HWS&T Support - Proactive

HW - Virtualization

Acct Mgt - Local

V

H

A

H&VA• Local account management

has latent potential on small scale

• Positive development for core strength in S&T support

• Look to key market drivers like virtualization to strengthen HW and reinforce positive shifts in integrated solutions

Enhancement and Positioning Opportunities

41

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Trend DiagnosticsHW –Innovation (1)HW – Improvements (2)

Integrated Solutions – SW (1)SW – Improvement (2)

EDB – Simplify Processes

S

H

E

• SW (improvement) is not showing signs of emerging from the red zone

• EDB (simplify) and Integrated Solutions (SW) show potential entrenchment in the red zone

• HW (innovation and improvement) see erosion in their moderate, trending to red zone

EH1 H2

Immediate Remedial Action Required

S1S2

42

Heat Maps: 2008 Account Type

Few Clients AND Many Clients

43

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentim

ent

Volume

One to Few

Hyperlink Heat Map: 2008 Account Type: Linking Themes to Structured Variables

44

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentim

ent

Volume

One to Many

Hyperlink Heat Map: 2008 Account Type: Linking Themes to Structured Variables

45

Heat Maps for Relationship

Strategic Partner – Solutions Provider – Transactional

46

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentim

ent

Volume

Strategic Partner

Hyperlink Heat Map for Relationship 2008:Linking Themes to Structured Variables

47

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentim

ent

Volume

Solution Provider


48


7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentim

ent

Volume

Transactional

49

Predictive Trees

Statistical validation of core product and service thematic relationships to sentiment for total market

50

CHAID Tree for Sentiment1 - L o w2 - M id3 - H ig hT o ta l

(4 3 7 7 )(5 1 4 2 )(9 6 5 1 )1 9 1 7 0

2 2 .8 %2 6 .8 %5 0 .3 %

C A T G 1 5 - 1 5 S o ftw a reP = 0 .0 0 0 0 0 0

C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2

0

1 - L o w2 - M id3 - H ig hT o ta l

(4 1 2 1 )(5 0 1 4 )(9 4 8 5 )1 8 6 2 0

2 2 .1 %2 6 .9 %5 0 .9 %9 7 .1 %

C A T G 1 0 - 1 0 H a rd w a reP = 0 .0 0 0 4 7 6

C H I= 1 9 .9 0 5 1 3 7 ; D F = 2

0 (1 6 5 2 4 )


(3 6 3 6 )(4 3 7 9 )(8 5 0 9 )1 6 5 2 4

2 2 .0 %2 6 .5 %5 1 .5 %8 6 .2 %

C A T G 1 6 - 1 6 S o lu tio n sP = 0 .0 0 0 0 0 0

C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2

0 (1 3 2 9 6 )


(3 0 2 9 )(3 8 0 1 )(6 4 6 6 )1 3 2 9 6

2 2 .8 %2 8 .6 %4 8 .6 %6 9 .4 %

C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lioP = 0 .0 0 0 0 0 0

C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2

0 (1 3 0 3 5 )


(3 0 1 4 )(3 7 7 0 )(6 2 5 1 )1 3 0 3 5

2 3 .1 %2 8 .9 %4 8 .0 %6 8 .0 %

C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rtP = 0 .0 0 0 0 0 0

C H I= 6 4 .5 3 6 3 0 8 ; D F = 2

0 (1 0 7 3 8 )


(2 5 6 5 )(3 1 9 8 )(4 9 7 5 )1 0 7 3 8

2 3 .9 %2 9 .8 %4 6 .3 %5 6 .0 %

C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra lP = 0 .0 0 0 0 0 0

C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2

0 (9 3 4 2 )


(2 3 7 7 )(2 6 1 1 )(4 3 5 4 )9 3 4 2

2 5 .4 %2 7 .9 %4 6 .6 %4 8 .7 %

C A T G 3 - 3 C o n tra c tsP = 0 .0 0 0 0 0 0

C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2

0 (8 9 2 3 )


(2 1 7 5 )(2 5 1 5 )(4 2 3 3 )8 9 2 3

2 4 .4 %2 8 .2 %4 7 .4 %4 6 .5 %

C A T G 9 - 9 G lo b a l C o v e ra g eP = 0 .0 0 0 2 8 6

C H I= 2 0 .9 2 1 8 4 3 ; D F = 2

0 (8 4 4 6 )


(2 0 9 7 )(2 3 5 0 )(3 9 9 9 )8 4 4 6

2 4 .8 %2 7 .8 %4 7 .3 %4 4 .1 %

C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio nP = 0 .0 0 0 0 0 0

C H I= 4 4 .6 1 9 3 1 1 ; D F = 2

0 (7 8 2 1 )


(1 8 8 9 )(2 1 5 2 )(3 7 8 0 )7 8 2 1

2 4 .2 %2 7 .5 %4 8 .3 %4 0 .8 %

C A T G 1 - 1 A c c o u n t M g m tP = 0 .0 0 0 0 0 0

C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2

0 (6 9 6 5 )


(1 7 6 9 )(2 0 2 3 )(3 1 7 3 )6 9 6 5

2 5 .4 %2 9 .0 %4 5 .6 %3 6 .3 %

C A T G 2 - 2 C o n su ltin g S e rv ic e sP = 0 .0 0 0 0 0 0

C H I= 7 7 .0 1 1 4 5 0 ; D F = 2

0 (6 8 0 4 )


(1 6 8 1 )(2 0 0 3 )(3 1 2 0 )6 8 0 4

2 4 .7 %2 9 .4 %4 5 .9 %3 5 .5 %

1 (1 6 1 )


(8 8 )(2 0 )(5 3 )1 6 1

5 4 .7 %1 2 .4 %3 2 .9 %0 .8 %

1 (8 5 6 )


(1 2 0 )(1 2 9 )(6 0 7 )8 5 6

1 4 .0 %1 5 .1 %7 0 .9 %4 .5 %

1 (6 2 5 )


(2 0 8 )(1 9 8 )(2 1 9 )6 2 5

3 3 .3 %3 1 .7 %3 5 .0 %3 .3 %

C A T E G O R Y - P = 0 .0 0 0 1 2 7

C H I= 4 0 .2 9 5 3 7 2 ; D F = 2

C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )


(8 3 )(1 4 0 )(1 3 0 )3 5 3

2 3 .5 %3 9 .7 %3 6 .8 %1 .8 %

C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )


(1 2 5 )(5 8 )(8 9 )2 7 2

4 6 .0 %2 1 .3 %3 2 .7 %1 .4 %

1 (4 7 7 )


(7 8 )(1 6 5 )(2 3 4 )4 7 7

1 6 .4 %3 4 .6 %4 9 .1 %2 .5 %

1 (4 1 9 )


(2 0 2 )(9 6 )(1 2 1 )4 1 9

4 8 .2 %2 2 .9 %2 8 .9 %2 .2 %

C A T B IG 1 4 - 1 4 C o n tra c ts V a lu eP = 0 .0 0 5 4 7 9

C H I= 1 5 .0 1 8 6 9 2 ; D F = 2

0 (1 5 9 )


(6 2 )(3 4 )(6 3 )1 5 9

3 9 .0 %2 1 .4 %3 9 .6 %0 .8 %

1 (2 6 0 )


(1 4 0 )(6 2 )(5 8 )2 6 0

5 3 .8 %2 3 .8 %2 2 .3 %1 .4 %

1 (1 3 9 6 )


(1 8 8 )(5 8 7 )(6 2 1 )1 3 9 6

1 3 .5 %4 2 .0 %4 4 .5 %7 .3 %

1 (2 2 9 7 )


(4 4 9 )(5 7 2 )(1 2 7 6 )2 2 9 7

1 9 .5 %2 4 .9 %5 5 .6 %1 2 .0 %

C A T E G O R Y - P = 0 .0 0 0 0 0 0

C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )


(2 0 2 )(2 1 4 )(2 9 8 )7 1 4

2 8 .3 %3 0 .0 %4 1 .7 %3 .7 %

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )


(9 8 )(1 5 7 )(2 2 9 )4 8 4

2 0 .2 %3 2 .4 %4 7 .3 %2 .5 %

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )


(1 4 9 )(2 0 1 )(7 4 9 )1 0 9 9

1 3 .6 %1 8 .3 %6 8 .2 %5 .7 %

1 (2 6 1 )


(1 5 )(3 1 )(2 1 5 )2 6 1

5 .7 %1 1 .9 %8 2 .4 %1 .4 %

1 (3 2 2 8 )


(6 0 7 )(5 7 8 )(2 0 4 3 )3 2 2 8

1 8 .8 %1 7 .9 %6 3 .3 %1 6 .8 %

C A T E G O R Y - P = 0 .0 0 0 0 0 0

C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4

S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )


(3 3 6 )(2 3 6 )(5 0 7 )1 0 7 9

3 1 .1 %2 1 .9 %4 7 .0 %5 .6 %

S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )


(1 1 0 )(7 6 )(2 7 3 )4 5 9

2 4 .0 %1 6 .6 %5 9 .5 %2 .4 %

S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )


(1 6 1 )(2 6 6 )(1 2 6 3 )1 6 9 0

9 .5 %1 5 .7 %7 4 .7 %8 .8 %

1 (2 0 9 6 )


(4 8 5 )(6 3 5 )(9 7 6 )2 0 9 6

2 3 .1 %3 0 .3 %4 6 .6 %1 0 .9 %

C A T E G O R Y - P = 0 .0 0 0 0 0 0

C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6

H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )H a rd w a re / H a rd w a re - O S (2 7 )

H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )


(7 4 )(1 5 3 )(1 1 0 )3 3 7

2 2 .0 %4 5 .4 %3 2 .6 %1 .8 %

H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )


(1 8 8 )(3 7 )(2 4 )2 4 9

7 5 .5 %1 4 .9 %9 .6 %1 .3 %

H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )H a rd w a re / H a rd w a re - V a lu e (3 3 3 )H a rd w a re / H a rd w a re - P rin te rs(7 0 )H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )


(1 8 0 )(3 5 4 )(4 5 8 )9 9 2

1 8 .1 %3 5 .7 %4 6 .2 %5 .2 %

H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )


(4 3 )(9 1 )(3 8 4 )5 1 8

8 .3 %1 7 .6 %7 4 .1 %2 .7 %

1


(2 5 6 )(1 2 8 )(1 6 6 )5 5 0

4 6 .5 %2 3 .3 %3 0 .2 %2 .9 %

C A T E G O R Y - P = 0 .0 0 0 0 0 0

C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6

S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )


(3 4 )(4 3 )(4 0 )1 1 7

2 9 .1 %3 6 .8 %3 4 .2 %0 .6 %

S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )


(1 1 9 )(1 5 )(1 1 )1 4 5

8 2 .1 %1 0 .3 %7 .6 %0 .8 %

S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )


(1 7 )(2 5 )(7 5 )1 1 7

1 4 .5 %2 1 .4 %6 4 .1 %0 .6 %

S o ftw a re / S o ftw a re - V a lu e (1 7 1 )


(8 6 )(4 5 )(4 0 )1 7 1

5 0 .3 %2 6 .3 %2 3 .4 %0 .9 %

SW

HW

Solution

Technical Support

Validating thematic patterns and sentiment

51

Product and Service Sentiment Differentiation

SW Improvement ~80% negative SW Value ~50% negative

SW Quality and Reliability ~65% positive

HW Improvement ~75% negative

HW Quality and Reliability ~75% positive

Solutions Quality and Reliability ~75% positive

Solutions Comprehensive and Innovation ~60% positive

Service and Technical Support – Quality ~70% positive

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 7 7 )

(5 1 4 2 )

(9 6 5 1 )

1 9 1 7 0

2 2 .8 %

2 6 .8 %

5 0 .3 %

C A T G 1 5 - 1 5 S o ftw a re

P = 0 .0 0 0 0 0 0

C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2

0

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 1 2 1 )

(5 0 1 4 )

(9 4 8 5 )

1 8 6 2 0

2 2 .1 %

2 6 .9 %

5 0 .9 %

9 7 .1 %

C A T G 1 0 - 1 0 H a rd w a re

P = 0 .0 0 0 4 7 6

C H I= 1 9 .9 0 5 1 3 7 ; D F = 2

0 (1 6 5 2 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 6 3 6 )

(4 3 7 9 )

(8 5 0 9 )

1 6 5 2 4

2 2 .0 %

2 6 .5 %

5 1 .5 %

8 6 .2 %

C A T G 1 6 - 1 6 S o lu tio n s

P = 0 .0 0 0 0 0 0

C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2

0 (1 3 2 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 2 9 )

(3 8 0 1 )

(6 4 6 6 )

1 3 2 9 6

2 2 .8 %

2 8 .6 %

4 8 .6 %

6 9 .4 %

C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lio

P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2

0 (1 3 0 3 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 1 4 )

(3 7 7 0 )

(6 2 5 1 )

1 3 0 3 5

2 3 .1 %

2 8 .9 %

4 8 .0 %

6 8 .0 %

C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rt

P = 0 .0 0 0 0 0 0

C H I= 6 4 .5 3 6 3 0 8 ; D F = 2

0 (1 0 7 3 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 5 )

(3 1 9 8 )

(4 9 7 5 )

1 0 7 3 8

2 3 .9 %

2 9 .8 %

4 6 .3 %

5 6 .0 %

C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra l

P = 0 .0 0 0 0 0 0

C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2

0 (9 3 4 2 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 3 7 7 )

(2 6 1 1 )

(4 3 5 4 )

9 3 4 2

2 5 .4 %

2 7 .9 %

4 6 .6 %

4 8 .7 %

C A T G 3 - 3 C o n tra c ts

P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2

0 (8 9 2 3 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 1 7 5 )

(2 5 1 5 )

(4 2 3 3 )

8 9 2 3

2 4 .4 %

2 8 .2 %

4 7 .4 %

4 6 .5 %

C A T G 9 - 9 G lo b a l C o v e ra g e

P = 0 .0 0 0 2 8 6

C H I= 2 0 .9 2 1 8 4 3 ; D F = 2

0 (8 4 4 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 9 7 )

(2 3 5 0 )

(3 9 9 9 )

8 4 4 6

2 4 .8 %

2 7 .8 %

4 7 .3 %

4 4 .1 %

C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio n

P = 0 .0 0 0 0 0 0

C H I= 4 4 .6 1 9 3 1 1 ; D F = 2

0 (7 8 2 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 9 )

(2 1 5 2 )

(3 7 8 0 )

7 8 2 1

2 4 .2 %

2 7 .5 %

4 8 .3 %

4 0 .8 %

C A T G 1 - 1 A c c o u n t M g m t

P = 0 .0 0 0 0 0 0

C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2

0 (6 9 6 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 6 9 )

(2 0 2 3 )

(3 1 7 3 )

6 9 6 5

2 5 .4 %

2 9 .0 %

4 5 .6 %

3 6 .3 %

C A T G 2 - 2 C o n su ltin g S e rv ic e s

P = 0 .0 0 0 0 0 0

C H I= 7 7 .0 1 1 4 5 0 ; D F = 2

0 (6 8 0 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 8 1 )

(2 0 0 3 )

(3 1 2 0 )

6 8 0 4

2 4 .7 %

2 9 .4 %

4 5 .9 %

3 5 .5 %

1 (1 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 8 )

(2 0 )

(5 3 )

1 6 1

5 4 .7 %

1 2 .4 %

3 2 .9 %

0 .8 %

1 (8 5 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 0 )

(1 2 9 )

(6 0 7 )

8 5 6

1 4 .0 %

1 5 .1 %

7 0 .9 %

4 .5 %

1 (6 2 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 8 )

(1 9 8 )

(2 1 9 )

6 2 5

3 3 .3 %

3 1 .7 %

3 5 .0 %

3 .3 %

C A T E G O R Y -

P = 0 .0 0 0 1 2 7

C H I= 4 0 .2 9 5 3 7 2 ; D F = 2


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 3 )

(1 4 0 )

(1 3 0 )

3 5 3

2 3 .5 %

3 9 .7 %

3 6 .8 %

1 .8 %

C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )

C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 5 )

(5 8 )

(8 9 )

2 7 2

4 6 .0 %

2 1 .3 %

3 2 .7 %

1 .4 %

1 (4 7 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 8 )

(1 6 5 )

(2 3 4 )

4 7 7

1 6 .4 %

3 4 .6 %

4 9 .1 %

2 .5 %

1 (4 1 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(9 6 )

(1 2 1 )

4 1 9

4 8 .2 %

2 2 .9 %

2 8 .9 %

2 .2 %

C A T B IG 1 4 - 1 4 C o n tra c ts V a lu e

P = 0 .0 0 5 4 7 9

C H I= 1 5 .0 1 8 6 9 2 ; D F = 2

0 (1 5 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 2 )

(3 4 )

(6 3 )

1 5 9

3 9 .0 %

2 1 .4 %

3 9 .6 %

0 .8 %

1 (2 6 0 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 0 )

(6 2 )

(5 8 )

2 6 0

5 3 .8 %

2 3 .8 %

2 2 .3 %

1 .4 %

1 (1 3 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(5 8 7 )

(6 2 1 )

1 3 9 6

1 3 .5 %

4 2 .0 %

4 4 .5 %

7 .3 %

1 (2 2 9 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 4 9 )

(5 7 2 )

(1 2 7 6 )

2 2 9 7

1 9 .5 %

2 4 .9 %

5 5 .6 %

1 2 .0 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(2 1 4 )

(2 9 8 )

7 1 4

2 8 .3 %

3 0 .0 %

4 1 .7 %

3 .7 %

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )

S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(9 8 )

(1 5 7 )

(2 2 9 )

4 8 4

2 0 .2 %

3 2 .4 %

4 7 .3 %

2 .5 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 9 )

(2 0 1 )

(7 4 9 )

1 0 9 9

1 3 .6 %

1 8 .3 %

6 8 .2 %

5 .7 %

1 (2 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 5 )

(3 1 )

(2 1 5 )

2 6 1

5 .7 %

1 1 .9 %

8 2 .4 %

1 .4 %

1 (3 2 2 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 0 7 )

(5 7 8 )

(2 0 4 3 )

3 2 2 8

1 8 .8 %

1 7 .9 %

6 3 .3 %

1 6 .8 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4

S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )

S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )

S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 3 6 )

(2 3 6 )

(5 0 7 )

1 0 7 9

3 1 .1 %

2 1 .9 %

4 7 .0 %

5 .6 %

S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )

S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 0 )

(7 6 )

(2 7 3 )

4 5 9

2 4 .0 %

1 6 .6 %

5 9 .5 %

2 .4 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 1 )

(2 6 6 )

(1 2 6 3 )

1 6 9 0

9 .5 %

1 5 .7 %

7 4 .7 %

8 .8 %

1 (2 0 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 8 5 )

(6 3 5 )

(9 7 6 )

2 0 9 6

2 3 .1 %

3 0 .3 %

4 6 .6 %

1 0 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6

H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )

H a rd w a re / H a rd w a re - O S (2 7 )


1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 4 )

(1 5 3 )

(1 1 0 )

3 3 7

2 2 .0 %

4 5 .4 %

3 2 .6 %

1 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(3 7 )

(2 4 )

2 4 9

7 5 .5 %

1 4 .9 %

9 .6 %

1 .3 %

H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )

H a rd w a re / H a rd w a re - V a lu e (3 3 3 )

H a rd w a re / H a rd w a re - P rin te rs(7 0 )

H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 0 )

(3 5 4 )

(4 5 8 )

9 9 2

1 8 .1 %

3 5 .7 %

4 6 .2 %

5 .2 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 )

(9 1 )

(3 8 4 )

5 1 8

8 .3 %

1 7 .6 %

7 4 .1 %

2 .7 %

1

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 )

(1 2 8 )

(1 6 6 )

5 5 0

4 6 .5 %

2 3 .3 %

3 0 .2 %

2 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6


1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 4 )

(4 3 )

(4 0 )

1 1 7

2 9 .1 %

3 6 .8 %

3 4 .2 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 9 )

(1 5 )

(1 1 )

1 4 5

8 2 .1 %

1 0 .3 %

7 .6 %

0 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 )

(2 5 )

(7 5 )

1 1 7

1 4 .5 %

2 1 .4 %

6 4 .1 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 6 )

(4 5 )

(4 0 )

1 7 1

5 0 .3 %

2 6 .3 %

2 3 .4 %

0 .9 %

SW

HW

Solution

Technical Support


52

Conclusions

• Framing a strategic story is critical for demonstrating value – much easier to do with text

• Linking themes to structured data give metrics meaning

• Statistical analysis of thematic structure and sentiment offers validation capability

53

Appendix

54

Heat Map Data

Theme slides for total market heat map boxes

55

Box 2Software - Quality & ReliabilityBrand, Presence & CredibilityHardware - Quality & ReliabilityDepth & Breadth of Technology PortfolioAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise

Box 3Solutions - Quality & ReliabilityService & Technical Support - Quality

Note: themes are not ordered by importance

Box 1Relationship Value - Local

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

Total Market – Current State 2008

56


Box 4Integrated Solutions - Hardware & SoftwareHardware - OSHardware - InnovationContracts- QualityContracts - CommitmentConsulting Srvc - Knowledge & ExpertiseAccount Mgmt - Problem ResolutionAccount Mgmt - Local

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names


57


Box 5 [Page 1/2]

Understanding Business NeedsTechnology Experience & ExpertiseSolutions - ValueSolutions - InnovationSolutions - ComprehensiveSolutions – AdaptiveSoftware - CapabilitiesService & Technical Support - ProactiveService & Technical Support - PriceService & Technical Support - LocalRelationship Value - Long-term ViewRelationship Value - Executive EngagementIntegrated Solutions - HardwareHardware - VirtualizationHardware - ValueHardware - PrintersHardware - Computers/Laptops

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names


58


Box 5 [Page 2/2]

Global Coverage - Support & Technical ServiceGlobal Coverage - SolutionsGlobal Coverage - Account MgmtFulfillment - SpeedFulfillment - CommitmentEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)

Ease of Doing Business - Fewer Silos / Less BureaucracyCustomer Communications & Education - GeneralCost/Price/Value - General - ValueContracts - Post-SaleAccount Mgmt - SupportAccount Mgmt - Communication

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names


59


Box 5 [Page 2/2]

Global Coverage - Support & Technical ServiceGlobal Coverage - SolutionsGlobal Coverage - Account MgmtFulfillment - SpeedFulfillment - CommitmentEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)

Ease of Doing Business - Fewer Silos / Less BureaucracyCustomer Communications & Education - GeneralCost/Price/Value - General - ValueContracts - Post-SaleAccount Mgmt - SupportAccount Mgmt - Communication


7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

60


Box 6Solutions - PriceService & Technical Support - Flexibility & ResponsivenessRelationship Value - PartneringRelationship Value - CommunicateIntegrated Solutions - GeneralHardware - ServerEase of Doing Business - Flexibility & ResponsivenessCost/Price/Value - General - Pricing

Box 7Consulting Service - Offerings


7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

61


Box 9----no themes---

Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsEase of Doing Business - Ownership / Follow-throughCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - ValueConsulting Services - Value


7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

62

Box 2Software - ValueService & Technical Support - ProactiveGlobal Coverage - SolutionsContracts - Post-SaleConsulting Services - ValueAccount Mgmt - Local

Box 3Software - Quality & ReliabilityBrand, Presence & CredibilityHardware - Virtualization


Box 1Integrated Solutions - Hardware

Total Market – Year over Year Changes

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

63


Box 8Understanding Business NeedsRelationship Value - Long-term ViewHardware - InnovationHardware - ImprovementsCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - Value

Box 9Integrated Solutions - SoftwareEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)

Total Market – Year over Year Changes

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

64

Structured Data: Repurchase

Heat map boxes

65

Box 2Software - Quality & ReliabilityFulfillment – CommitmentDepth & Breadth of Technology PortfolioAccount Mgmt - SupportAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise



Total Market Repurchase Top Box – Current State 2008

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

66



Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsFulfillment – SpeedCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - ValueConsulting Services - ValueConsulting Services - Offerings

Total Market Repurchase Top Box – Current State 2008

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

67

Box 2Software - Quality & ReliabilityRelationship Value - Long-term ViewBrand, Presence & CredibilityHardware - ServerHardware - Quality & ReliabilityDepth & Breadth of Technology Portfolio

Box 3Solutions - Quality & Reliability


Total Market Repurchase Bottom 3 Boxes – Current State 2008

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

68



Box 8Software - ImprovementsService & Technical Support - ProactiveRelationship Value - Executive EngagementHardware - ImprovementsEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)

Ease of Doing Business - Ownership / Follow-throughContracts - CommitmentConsulting Services - Value

Total Market Repurchase Bottom 3 Boxes – Current State 2008

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

69

Structured Data: Account Types

Heat map boxes

70

Box 2Brand, Presence & CredibilityHardware - VirtualizationHardware - Quality & ReliabilityDepth & Breadth of Technology PortfolioAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise



2008 Account Type – One to Many

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

71



Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsFulfillment - SpeedCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsConsulting Services - ValueConsulting Services - Offerings

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Account Type – One to Many

72

Box 2Software - Quality & ReliabilityBrand, Presence & CredibilityHardware - Quality & ReliabilityFulfillment - CommitmentDepth & Breadth of Technology PortfolioAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise

Box 3Solutions - Quality & ReliabilityRelationship Value - Partnering


2008 Account Type – High Density

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

73



Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsEase of Doing Business - Ownership / Follow-throughCustomer Communications & Education - Provide Training, Seminars, EducationContracts - ValueConsulting Services - ValueConsulting Services - Offerings

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Account Type – High Density

74

2008 Relationship Themes

Theme slides for heat map boxes: Strategic Partner – Solutions Provider – Transactional

75

Box 2Relationship Value - Executive EngagementDepth & Breadth of Technology PortfolioAccount Mgmt - SupportAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise

Box 3Relationship Value - Partnering


2008 Relationship – Strategic Partner

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

76



Box 8Software - ValueSoftware - ImprovementsSoftware - CapabilitiesIntegrated Solutions - SoftwareHardware - ImprovementsEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)

Ease of Doing Business - Ownership / Follow-throughContracts - ValueConsulting Services - ValueConsulting Services - Offerings

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Relationship – Strategic Partner

77

Box 2Technology Experience & ExpertiseBrand, Presence & CredibilityHardware - Quality & ReliabilityFulfillment - CommitmentDepth & Breadth of Technology PortfolioAccount Mgmt – QualityAccount Mgmt - Knowledge & Expertise



7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Relationship – Solution Provider

78



Box 8Software - ValueSoftware - ImprovementsRelationship Value - Executive EngagementHardware - ImprovementsFulfillment - SpeedEase of Doing Business - Ownership / Follow-throughCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - Value

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Relationship – Solution Provider

79

Box 2Software - Quality & ReliabilityIntegrated Solutions - HardwareBrand, Presence & CredibilityHardware - Quality & ReliabilityGlobal Coverage - Support & Technical ServiceDepth & Breadth of Technology PortfolioAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise



7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Relationship – Transactional

80



Box 8Software - ValueSoftware - ImprovementsHardware - ImprovementsCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - ValueConsulting Services - ValueConsulting Services - Offerings

7

4

1

8

5

2

9

6

3

Low Med Hi

LowM

edH

i

Sentiment

Volume

Box Names

2008 Relationship – Transactional

81

Chaid Branches

82

Software Branch

SW Improvement ~80% negative SW Value ~50% negative

SW Quality and Reliability ~65% positive

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 7 7 )

(5 1 4 2 )

(9 6 5 1 )

1 9 1 7 0

2 2 .8 %

2 6 .8 %

5 0 .3 %


P = 0 .0 0 0 0 0 0

C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2

0

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 1 2 1 )

(5 0 1 4 )

(9 4 8 5 )

1 8 6 2 0

2 2 .1 %

2 6 .9 %

5 0 .9 %

9 7 .1 %

C A T G 1 0 - 1 0 H a rd w a re

P = 0 .0 0 0 4 7 6

C H I= 1 9 .9 0 5 1 3 7 ; D F = 2

0 (1 6 5 2 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 6 3 6 )

(4 3 7 9 )

(8 5 0 9 )

1 6 5 2 4

2 2 .0 %

2 6 .5 %

5 1 .5 %

8 6 .2 %


P = 0 .0 0 0 0 0 0

C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2

0 (1 3 2 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 2 9 )

(3 8 0 1 )

(6 4 6 6 )

1 3 2 9 6

2 2 .8 %

2 8 .6 %

4 8 .6 %

6 9 .4 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2

0 (1 3 0 3 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 1 4 )

(3 7 7 0 )

(6 2 5 1 )

1 3 0 3 5

2 3 .1 %

2 8 .9 %

4 8 .0 %

6 8 .0 %


P = 0 .0 0 0 0 0 0

C H I= 6 4 .5 3 6 3 0 8 ; D F = 2

0 (1 0 7 3 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 5 )

(3 1 9 8 )

(4 9 7 5 )

1 0 7 3 8

2 3 .9 %

2 9 .8 %

4 6 .3 %

5 6 .0 %


P = 0 .0 0 0 0 0 0

C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2

0 (9 3 4 2 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 3 7 7 )

(2 6 1 1 )

(4 3 5 4 )

9 3 4 2

2 5 .4 %

2 7 .9 %

4 6 .6 %

4 8 .7 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2

0 (8 9 2 3 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 1 7 5 )

(2 5 1 5 )

(4 2 3 3 )

8 9 2 3

2 4 .4 %

2 8 .2 %

4 7 .4 %

4 6 .5 %


P = 0 .0 0 0 2 8 6

C H I= 2 0 .9 2 1 8 4 3 ; D F = 2

0 (8 4 4 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 9 7 )

(2 3 5 0 )

(3 9 9 9 )

8 4 4 6

2 4 .8 %

2 7 .8 %

4 7 .3 %

4 4 .1 %


P = 0 .0 0 0 0 0 0

C H I= 4 4 .6 1 9 3 1 1 ; D F = 2

0 (7 8 2 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 9 )

(2 1 5 2 )

(3 7 8 0 )

7 8 2 1

2 4 .2 %

2 7 .5 %

4 8 .3 %

4 0 .8 %


P = 0 .0 0 0 0 0 0

C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2

0 (6 9 6 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 6 9 )

(2 0 2 3 )

(3 1 7 3 )

6 9 6 5

2 5 .4 %

2 9 .0 %

4 5 .6 %

3 6 .3 %


P = 0 .0 0 0 0 0 0

C H I= 7 7 .0 1 1 4 5 0 ; D F = 2

0 (6 8 0 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 8 1 )

(2 0 0 3 )

(3 1 2 0 )

6 8 0 4

2 4 .7 %

2 9 .4 %

4 5 .9 %

3 5 .5 %

1 (1 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 8 )

(2 0 )

(5 3 )

1 6 1

5 4 .7 %

1 2 .4 %

3 2 .9 %

0 .8 %

1 (8 5 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 0 )

(1 2 9 )

(6 0 7 )

8 5 6

1 4 .0 %

1 5 .1 %

7 0 .9 %

4 .5 %

1 (6 2 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 8 )

(1 9 8 )

(2 1 9 )

6 2 5

3 3 .3 %

3 1 .7 %

3 5 .0 %

3 .3 %

C A T E G O R Y -

P = 0 .0 0 0 1 2 7

C H I= 4 0 .2 9 5 3 7 2 ; D F = 2


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 3 )

(1 4 0 )

(1 3 0 )

3 5 3

2 3 .5 %

3 9 .7 %

3 6 .8 %

1 .8 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 5 )

(5 8 )

(8 9 )

2 7 2

4 6 .0 %

2 1 .3 %

3 2 .7 %

1 .4 %

1 (4 7 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 8 )

(1 6 5 )

(2 3 4 )

4 7 7

1 6 .4 %

3 4 .6 %

4 9 .1 %

2 .5 %

1 (4 1 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(9 6 )

(1 2 1 )

4 1 9

4 8 .2 %

2 2 .9 %

2 8 .9 %

2 .2 %


P = 0 .0 0 5 4 7 9

C H I= 1 5 .0 1 8 6 9 2 ; D F = 2

0 (1 5 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 2 )

(3 4 )

(6 3 )

1 5 9

3 9 .0 %

2 1 .4 %

3 9 .6 %

0 .8 %

1 (2 6 0 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 0 )

(6 2 )

(5 8 )

2 6 0

5 3 .8 %

2 3 .8 %

2 2 .3 %

1 .4 %

1 (1 3 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(5 8 7 )

(6 2 1 )

1 3 9 6

1 3 .5 %

4 2 .0 %

4 4 .5 %

7 .3 %

1 (2 2 9 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 4 9 )

(5 7 2 )

(1 2 7 6 )

2 2 9 7

1 9 .5 %

2 4 .9 %

5 5 .6 %

1 2 .0 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4



1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(2 1 4 )

(2 9 8 )

7 1 4

2 8 .3 %

3 0 .0 %

4 1 .7 %

3 .7 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(9 8 )

(1 5 7 )

(2 2 9 )

4 8 4

2 0 .2 %

3 2 .4 %

4 7 .3 %

2 .5 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 9 )

(2 0 1 )

(7 4 9 )

1 0 9 9

1 3 .6 %

1 8 .3 %

6 8 .2 %

5 .7 %

1 (2 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 5 )

(3 1 )

(2 1 5 )

2 6 1

5 .7 %

1 1 .9 %

8 2 .4 %

1 .4 %

1 (3 2 2 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 0 7 )

(5 7 8 )

(2 0 4 3 )

3 2 2 8

1 8 .8 %

1 7 .9 %

6 3 .3 %

1 6 .8 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4




1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 3 6 )

(2 3 6 )

(5 0 7 )

1 0 7 9

3 1 .1 %

2 1 .9 %

4 7 .0 %

5 .6 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 0 )

(7 6 )

(2 7 3 )

4 5 9

2 4 .0 %

1 6 .6 %

5 9 .5 %

2 .4 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 1 )

(2 6 6 )

(1 2 6 3 )

1 6 9 0

9 .5 %

1 5 .7 %

7 4 .7 %

8 .8 %

1 (2 0 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 8 5 )

(6 3 5 )

(9 7 6 )

2 0 9 6

2 3 .1 %

3 0 .3 %

4 6 .6 %

1 0 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6




1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 4 )

(1 5 3 )

(1 1 0 )

3 3 7

2 2 .0 %

4 5 .4 %

3 2 .6 %

1 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(3 7 )

(2 4 )

2 4 9

7 5 .5 %

1 4 .9 %

9 .6 %

1 .3 %





1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 0 )

(3 5 4 )

(4 5 8 )

9 9 2

1 8 .1 %

3 5 .7 %

4 6 .2 %

5 .2 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 )

(9 1 )

(3 8 4 )

5 1 8

8 .3 %

1 7 .6 %

7 4 .1 %

2 .7 %

1

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 )

(1 2 8 )

(1 6 6 )

5 5 0

4 6 .5 %

2 3 .3 %

3 0 .2 %

2 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6


1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 4 )

(4 3 )

(4 0 )

1 1 7

2 9 .1 %

3 6 .8 %

3 4 .2 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 9 )

(1 5 )

(1 1 )

1 4 5

8 2 .1 %

1 0 .3 %

7 .6 %

0 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 )

(2 5 )

(7 5 )

1 1 7

1 4 .5 %

2 1 .4 %

6 4 .1 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 6 )

(4 5 )

(4 0 )

1 7 1

5 0 .3 %

2 6 .3 %

2 3 .4 %

0 .9 %

SW

HW

Solution

Technical Support


83

Hardware Branch

HW Improvement ~75% negative

HW Quality and Reliability ~75% positive

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 7 7 )

(5 1 4 2 )

(9 6 5 1 )

1 9 1 7 0

2 2 .8 %

2 6 .8 %

5 0 .3 %


P = 0 .0 0 0 0 0 0

C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2

0

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 1 2 1 )

(5 0 1 4 )

(9 4 8 5 )

1 8 6 2 0

2 2 .1 %

2 6 .9 %

5 0 .9 %

9 7 .1 %

C A T G 1 0 - 1 0 H a rd w a re

P = 0 .0 0 0 4 7 6

C H I= 1 9 .9 0 5 1 3 7 ; D F = 2

0 (1 6 5 2 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 6 3 6 )

(4 3 7 9 )

(8 5 0 9 )

1 6 5 2 4

2 2 .0 %

2 6 .5 %

5 1 .5 %

8 6 .2 %


P = 0 .0 0 0 0 0 0

C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2

0 (1 3 2 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 2 9 )

(3 8 0 1 )

(6 4 6 6 )

1 3 2 9 6

2 2 .8 %

2 8 .6 %

4 8 .6 %

6 9 .4 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2

0 (1 3 0 3 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 1 4 )

(3 7 7 0 )

(6 2 5 1 )

1 3 0 3 5

2 3 .1 %

2 8 .9 %

4 8 .0 %

6 8 .0 %


P = 0 .0 0 0 0 0 0

C H I= 6 4 .5 3 6 3 0 8 ; D F = 2

0 (1 0 7 3 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 5 )

(3 1 9 8 )

(4 9 7 5 )

1 0 7 3 8

2 3 .9 %

2 9 .8 %

4 6 .3 %

5 6 .0 %


P = 0 .0 0 0 0 0 0

C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2

0 (9 3 4 2 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 3 7 7 )

(2 6 1 1 )

(4 3 5 4 )

9 3 4 2

2 5 .4 %

2 7 .9 %

4 6 .6 %

4 8 .7 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2

0 (8 9 2 3 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 1 7 5 )

(2 5 1 5 )

(4 2 3 3 )

8 9 2 3

2 4 .4 %

2 8 .2 %

4 7 .4 %

4 6 .5 %


P = 0 .0 0 0 2 8 6

C H I= 2 0 .9 2 1 8 4 3 ; D F = 2

0 (8 4 4 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 9 7 )

(2 3 5 0 )

(3 9 9 9 )

8 4 4 6

2 4 .8 %

2 7 .8 %

4 7 .3 %

4 4 .1 %


P = 0 .0 0 0 0 0 0

C H I= 4 4 .6 1 9 3 1 1 ; D F = 2

0 (7 8 2 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 9 )

(2 1 5 2 )

(3 7 8 0 )

7 8 2 1

2 4 .2 %

2 7 .5 %

4 8 .3 %

4 0 .8 %


P = 0 .0 0 0 0 0 0

C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2

0 (6 9 6 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 6 9 )

(2 0 2 3 )

(3 1 7 3 )

6 9 6 5

2 5 .4 %

2 9 .0 %

4 5 .6 %

3 6 .3 %


P = 0 .0 0 0 0 0 0

C H I= 7 7 .0 1 1 4 5 0 ; D F = 2

0 (6 8 0 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 8 1 )

(2 0 0 3 )

(3 1 2 0 )

6 8 0 4

2 4 .7 %

2 9 .4 %

4 5 .9 %

3 5 .5 %

1 (1 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 8 )

(2 0 )

(5 3 )

1 6 1

5 4 .7 %

1 2 .4 %

3 2 .9 %

0 .8 %

1 (8 5 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 0 )

(1 2 9 )

(6 0 7 )

8 5 6

1 4 .0 %

1 5 .1 %

7 0 .9 %

4 .5 %

1 (6 2 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 8 )

(1 9 8 )

(2 1 9 )

6 2 5

3 3 .3 %

3 1 .7 %

3 5 .0 %

3 .3 %

C A T E G O R Y -

P = 0 .0 0 0 1 2 7

C H I= 4 0 .2 9 5 3 7 2 ; D F = 2


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 3 )

(1 4 0 )

(1 3 0 )

3 5 3

2 3 .5 %

3 9 .7 %

3 6 .8 %

1 .8 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 5 )

(5 8 )

(8 9 )

2 7 2

4 6 .0 %

2 1 .3 %

3 2 .7 %

1 .4 %

1 (4 7 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 8 )

(1 6 5 )

(2 3 4 )

4 7 7

1 6 .4 %

3 4 .6 %

4 9 .1 %

2 .5 %

1 (4 1 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(9 6 )

(1 2 1 )

4 1 9

4 8 .2 %

2 2 .9 %

2 8 .9 %

2 .2 %


P = 0 .0 0 5 4 7 9

C H I= 1 5 .0 1 8 6 9 2 ; D F = 2

0 (1 5 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 2 )

(3 4 )

(6 3 )

1 5 9

3 9 .0 %

2 1 .4 %

3 9 .6 %

0 .8 %

1 (2 6 0 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 0 )

(6 2 )

(5 8 )

2 6 0

5 3 .8 %

2 3 .8 %

2 2 .3 %

1 .4 %

1 (1 3 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(5 8 7 )

(6 2 1 )

1 3 9 6

1 3 .5 %

4 2 .0 %

4 4 .5 %

7 .3 %

1 (2 2 9 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 4 9 )

(5 7 2 )

(1 2 7 6 )

2 2 9 7

1 9 .5 %

2 4 .9 %

5 5 .6 %

1 2 .0 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4



1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(2 1 4 )

(2 9 8 )

7 1 4

2 8 .3 %

3 0 .0 %

4 1 .7 %

3 .7 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(9 8 )

(1 5 7 )

(2 2 9 )

4 8 4

2 0 .2 %

3 2 .4 %

4 7 .3 %

2 .5 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 9 )

(2 0 1 )

(7 4 9 )

1 0 9 9

1 3 .6 %

1 8 .3 %

6 8 .2 %

5 .7 %

1 (2 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 5 )

(3 1 )

(2 1 5 )

2 6 1

5 .7 %

1 1 .9 %

8 2 .4 %

1 .4 %

1 (3 2 2 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 0 7 )

(5 7 8 )

(2 0 4 3 )

3 2 2 8

1 8 .8 %

1 7 .9 %

6 3 .3 %

1 6 .8 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4




1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 3 6 )

(2 3 6 )

(5 0 7 )

1 0 7 9

3 1 .1 %

2 1 .9 %

4 7 .0 %

5 .6 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 0 )

(7 6 )

(2 7 3 )

4 5 9

2 4 .0 %

1 6 .6 %

5 9 .5 %

2 .4 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 1 )

(2 6 6 )

(1 2 6 3 )

1 6 9 0

9 .5 %

1 5 .7 %

7 4 .7 %

8 .8 %

1 (2 0 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 8 5 )

(6 3 5 )

(9 7 6 )

2 0 9 6

2 3 .1 %

3 0 .3 %

4 6 .6 %

1 0 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6




1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 4 )

(1 5 3 )

(1 1 0 )

3 3 7

2 2 .0 %

4 5 .4 %

3 2 .6 %

1 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(3 7 )

(2 4 )

2 4 9

7 5 .5 %

1 4 .9 %

9 .6 %

1 .3 %





1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 0 )

(3 5 4 )

(4 5 8 )

9 9 2

1 8 .1 %

3 5 .7 %

4 6 .2 %

5 .2 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 )

(9 1 )

(3 8 4 )

5 1 8

8 .3 %

1 7 .6 %

7 4 .1 %

2 .7 %

1

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 )

(1 2 8 )

(1 6 6 )

5 5 0

4 6 .5 %

2 3 .3 %

3 0 .2 %

2 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6


1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 4 )

(4 3 )

(4 0 )

1 1 7

2 9 .1 %

3 6 .8 %

3 4 .2 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 9 )

(1 5 )

(1 1 )

1 4 5

8 2 .1 %

1 0 .3 %

7 .6 %

0 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 )

(2 5 )

(7 5 )

1 1 7

1 4 .5 %

2 1 .4 %

6 4 .1 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 6 )

(4 5 )

(4 0 )

1 7 1

5 0 .3 %

2 6 .3 %

2 3 .4 %

0 .9 %

SW

HW

Solution

Technical Support


84

Solutions Branch

Solutions Quality and Reliability ~75% positive

Solutions Comprehensive and Innovation ~60% positive

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 7 7 )

(5 1 4 2 )

(9 6 5 1 )

1 9 1 7 0

2 2 .8 %

2 6 .8 %

5 0 .3 %


P = 0 .0 0 0 0 0 0

C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2

0

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 1 2 1 )

(5 0 1 4 )

(9 4 8 5 )

1 8 6 2 0

2 2 .1 %

2 6 .9 %

5 0 .9 %

9 7 .1 %

C A T G 1 0 - 1 0 H a rd w a re

P = 0 .0 0 0 4 7 6

C H I= 1 9 .9 0 5 1 3 7 ; D F = 2

0 (1 6 5 2 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 6 3 6 )

(4 3 7 9 )

(8 5 0 9 )

1 6 5 2 4

2 2 .0 %

2 6 .5 %

5 1 .5 %

8 6 .2 %


P = 0 .0 0 0 0 0 0

C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2

0 (1 3 2 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 2 9 )

(3 8 0 1 )

(6 4 6 6 )

1 3 2 9 6

2 2 .8 %

2 8 .6 %

4 8 .6 %

6 9 .4 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2

0 (1 3 0 3 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 1 4 )

(3 7 7 0 )

(6 2 5 1 )

1 3 0 3 5

2 3 .1 %

2 8 .9 %

4 8 .0 %

6 8 .0 %


P = 0 .0 0 0 0 0 0

C H I= 6 4 .5 3 6 3 0 8 ; D F = 2

0 (1 0 7 3 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 5 )

(3 1 9 8 )

(4 9 7 5 )

1 0 7 3 8

2 3 .9 %

2 9 .8 %

4 6 .3 %

5 6 .0 %


P = 0 .0 0 0 0 0 0

C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2

0 (9 3 4 2 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 3 7 7 )

(2 6 1 1 )

(4 3 5 4 )

9 3 4 2

2 5 .4 %

2 7 .9 %

4 6 .6 %

4 8 .7 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2

0 (8 9 2 3 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 1 7 5 )

(2 5 1 5 )

(4 2 3 3 )

8 9 2 3

2 4 .4 %

2 8 .2 %

4 7 .4 %

4 6 .5 %


P = 0 .0 0 0 2 8 6

C H I= 2 0 .9 2 1 8 4 3 ; D F = 2

0 (8 4 4 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 9 7 )

(2 3 5 0 )

(3 9 9 9 )

8 4 4 6

2 4 .8 %

2 7 .8 %

4 7 .3 %

4 4 .1 %


P = 0 .0 0 0 0 0 0

C H I= 4 4 .6 1 9 3 1 1 ; D F = 2

0 (7 8 2 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 9 )

(2 1 5 2 )

(3 7 8 0 )

7 8 2 1

2 4 .2 %

2 7 .5 %

4 8 .3 %

4 0 .8 %


P = 0 .0 0 0 0 0 0

C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2

0 (6 9 6 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 6 9 )

(2 0 2 3 )

(3 1 7 3 )

6 9 6 5

2 5 .4 %

2 9 .0 %

4 5 .6 %

3 6 .3 %


P = 0 .0 0 0 0 0 0

C H I= 7 7 .0 1 1 4 5 0 ; D F = 2

0 (6 8 0 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 8 1 )

(2 0 0 3 )

(3 1 2 0 )

6 8 0 4

2 4 .7 %

2 9 .4 %

4 5 .9 %

3 5 .5 %

1 (1 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 8 )

(2 0 )

(5 3 )

1 6 1

5 4 .7 %

1 2 .4 %

3 2 .9 %

0 .8 %

1 (8 5 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 0 )

(1 2 9 )

(6 0 7 )

8 5 6

1 4 .0 %

1 5 .1 %

7 0 .9 %

4 .5 %

1 (6 2 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 8 )

(1 9 8 )

(2 1 9 )

6 2 5

3 3 .3 %

3 1 .7 %

3 5 .0 %

3 .3 %

C A T E G O R Y -

P = 0 .0 0 0 1 2 7

C H I= 4 0 .2 9 5 3 7 2 ; D F = 2


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 3 )

(1 4 0 )

(1 3 0 )

3 5 3

2 3 .5 %

3 9 .7 %

3 6 .8 %

1 .8 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 5 )

(5 8 )

(8 9 )

2 7 2

4 6 .0 %

2 1 .3 %

3 2 .7 %

1 .4 %

1 (4 7 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 8 )

(1 6 5 )

(2 3 4 )

4 7 7

1 6 .4 %

3 4 .6 %

4 9 .1 %

2 .5 %

1 (4 1 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(9 6 )

(1 2 1 )

4 1 9

4 8 .2 %

2 2 .9 %

2 8 .9 %

2 .2 %


P = 0 .0 0 5 4 7 9

C H I= 1 5 .0 1 8 6 9 2 ; D F = 2

0 (1 5 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 2 )

(3 4 )

(6 3 )

1 5 9

3 9 .0 %

2 1 .4 %

3 9 .6 %

0 .8 %

1 (2 6 0 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 0 )

(6 2 )

(5 8 )

2 6 0

5 3 .8 %

2 3 .8 %

2 2 .3 %

1 .4 %

1 (1 3 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(5 8 7 )

(6 2 1 )

1 3 9 6

1 3 .5 %

4 2 .0 %

4 4 .5 %

7 .3 %

1 (2 2 9 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 4 9 )

(5 7 2 )

(1 2 7 6 )

2 2 9 7

1 9 .5 %

2 4 .9 %

5 5 .6 %

1 2 .0 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4



1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(2 1 4 )

(2 9 8 )

7 1 4

2 8 .3 %

3 0 .0 %

4 1 .7 %

3 .7 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(9 8 )

(1 5 7 )

(2 2 9 )

4 8 4

2 0 .2 %

3 2 .4 %

4 7 .3 %

2 .5 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 9 )

(2 0 1 )

(7 4 9 )

1 0 9 9

1 3 .6 %

1 8 .3 %

6 8 .2 %

5 .7 %

1 (2 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 5 )

(3 1 )

(2 1 5 )

2 6 1

5 .7 %

1 1 .9 %

8 2 .4 %

1 .4 %

1 (3 2 2 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 0 7 )

(5 7 8 )

(2 0 4 3 )

3 2 2 8

1 8 .8 %

1 7 .9 %

6 3 .3 %

1 6 .8 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4




1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 3 6 )

(2 3 6 )

(5 0 7 )

1 0 7 9

3 1 .1 %

2 1 .9 %

4 7 .0 %

5 .6 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 0 )

(7 6 )

(2 7 3 )

4 5 9

2 4 .0 %

1 6 .6 %

5 9 .5 %

2 .4 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 1 )

(2 6 6 )

(1 2 6 3 )

1 6 9 0

9 .5 %

1 5 .7 %

7 4 .7 %

8 .8 %

1 (2 0 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 8 5 )

(6 3 5 )

(9 7 6 )

2 0 9 6

2 3 .1 %

3 0 .3 %

4 6 .6 %

1 0 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6




1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 4 )

(1 5 3 )

(1 1 0 )

3 3 7

2 2 .0 %

4 5 .4 %

3 2 .6 %

1 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(3 7 )

(2 4 )

2 4 9

7 5 .5 %

1 4 .9 %

9 .6 %

1 .3 %





1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 0 )

(3 5 4 )

(4 5 8 )

9 9 2

1 8 .1 %

3 5 .7 %

4 6 .2 %

5 .2 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 )

(9 1 )

(3 8 4 )

5 1 8

8 .3 %

1 7 .6 %

7 4 .1 %

2 .7 %

1

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 )

(1 2 8 )

(1 6 6 )

5 5 0

4 6 .5 %

2 3 .3 %

3 0 .2 %

2 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6


1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 4 )

(4 3 )

(4 0 )

1 1 7

2 9 .1 %

3 6 .8 %

3 4 .2 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 9 )

(1 5 )

(1 1 )

1 4 5

8 2 .1 %

1 0 .3 %

7 .6 %

0 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 )

(2 5 )

(7 5 )

1 1 7

1 4 .5 %

2 1 .4 %

6 4 .1 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 6 )

(4 5 )

(4 0 )

1 7 1

5 0 .3 %

2 6 .3 %

2 3 .4 %

0 .9 %

SW

HW

Solution

Technical Support


85

Services and Technical Support Branch

Service and Technical Support – Quality ~70% positive

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 7 7 )

(5 1 4 2 )

(9 6 5 1 )

1 9 1 7 0

2 2 .8 %

2 6 .8 %

5 0 .3 %


P = 0 .0 0 0 0 0 0

C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2

0

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 1 2 1 )

(5 0 1 4 )

(9 4 8 5 )

1 8 6 2 0

2 2 .1 %

2 6 .9 %

5 0 .9 %

9 7 .1 %

C A T G 1 0 - 1 0 H a rd w a re

P = 0 .0 0 0 4 7 6

C H I= 1 9 .9 0 5 1 3 7 ; D F = 2

0 (1 6 5 2 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 6 3 6 )

(4 3 7 9 )

(8 5 0 9 )

1 6 5 2 4

2 2 .0 %

2 6 .5 %

5 1 .5 %

8 6 .2 %


P = 0 .0 0 0 0 0 0

C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2

0 (1 3 2 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 2 9 )

(3 8 0 1 )

(6 4 6 6 )

1 3 2 9 6

2 2 .8 %

2 8 .6 %

4 8 .6 %

6 9 .4 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2

0 (1 3 0 3 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 0 1 4 )

(3 7 7 0 )

(6 2 5 1 )

1 3 0 3 5

2 3 .1 %

2 8 .9 %

4 8 .0 %

6 8 .0 %


P = 0 .0 0 0 0 0 0

C H I= 6 4 .5 3 6 3 0 8 ; D F = 2

0 (1 0 7 3 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 5 )

(3 1 9 8 )

(4 9 7 5 )

1 0 7 3 8

2 3 .9 %

2 9 .8 %

4 6 .3 %

5 6 .0 %


P = 0 .0 0 0 0 0 0

C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2

0 (9 3 4 2 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 3 7 7 )

(2 6 1 1 )

(4 3 5 4 )

9 3 4 2

2 5 .4 %

2 7 .9 %

4 6 .6 %

4 8 .7 %


P = 0 .0 0 0 0 0 0

C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2

0 (8 9 2 3 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 1 7 5 )

(2 5 1 5 )

(4 2 3 3 )

8 9 2 3

2 4 .4 %

2 8 .2 %

4 7 .4 %

4 6 .5 %


P = 0 .0 0 0 2 8 6

C H I= 2 0 .9 2 1 8 4 3 ; D F = 2

0 (8 4 4 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 9 7 )

(2 3 5 0 )

(3 9 9 9 )

8 4 4 6

2 4 .8 %

2 7 .8 %

4 7 .3 %

4 4 .1 %


P = 0 .0 0 0 0 0 0

C H I= 4 4 .6 1 9 3 1 1 ; D F = 2

0 (7 8 2 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 9 )

(2 1 5 2 )

(3 7 8 0 )

7 8 2 1

2 4 .2 %

2 7 .5 %

4 8 .3 %

4 0 .8 %


P = 0 .0 0 0 0 0 0

C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2

0 (6 9 6 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 6 9 )

(2 0 2 3 )

(3 1 7 3 )

6 9 6 5

2 5 .4 %

2 9 .0 %

4 5 .6 %

3 6 .3 %


P = 0 .0 0 0 0 0 0

C H I= 7 7 .0 1 1 4 5 0 ; D F = 2

0 (6 8 0 4 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 8 1 )

(2 0 0 3 )

(3 1 2 0 )

6 8 0 4

2 4 .7 %

2 9 .4 %

4 5 .9 %

3 5 .5 %

1 (1 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 8 )

(2 0 )

(5 3 )

1 6 1

5 4 .7 %

1 2 .4 %

3 2 .9 %

0 .8 %

1 (8 5 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 0 )

(1 2 9 )

(6 0 7 )

8 5 6

1 4 .0 %

1 5 .1 %

7 0 .9 %

4 .5 %

1 (6 2 5 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 8 )

(1 9 8 )

(2 1 9 )

6 2 5

3 3 .3 %

3 1 .7 %

3 5 .0 %

3 .3 %

C A T E G O R Y -

P = 0 .0 0 0 1 2 7

C H I= 4 0 .2 9 5 3 7 2 ; D F = 2


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 3 )

(1 4 0 )

(1 3 0 )

3 5 3

2 3 .5 %

3 9 .7 %

3 6 .8 %

1 .8 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 2 5 )

(5 8 )

(8 9 )

2 7 2

4 6 .0 %

2 1 .3 %

3 2 .7 %

1 .4 %

1 (4 7 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 8 )

(1 6 5 )

(2 3 4 )

4 7 7

1 6 .4 %

3 4 .6 %

4 9 .1 %

2 .5 %

1 (4 1 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(9 6 )

(1 2 1 )

4 1 9

4 8 .2 %

2 2 .9 %

2 8 .9 %

2 .2 %


P = 0 .0 0 5 4 7 9

C H I= 1 5 .0 1 8 6 9 2 ; D F = 2

0 (1 5 9 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 2 )

(3 4 )

(6 3 )

1 5 9

3 9 .0 %

2 1 .4 %

3 9 .6 %

0 .8 %

1 (2 6 0 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 0 )

(6 2 )

(5 8 )

2 6 0

5 3 .8 %

2 3 .8 %

2 2 .3 %

1 .4 %

1 (1 3 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(5 8 7 )

(6 2 1 )

1 3 9 6

1 3 .5 %

4 2 .0 %

4 4 .5 %

7 .3 %

1 (2 2 9 7 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 4 9 )

(5 7 2 )

(1 2 7 6 )

2 2 9 7

1 9 .5 %

2 4 .9 %

5 5 .6 %

1 2 .0 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4



1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 0 2 )

(2 1 4 )

(2 9 8 )

7 1 4

2 8 .3 %

3 0 .0 %

4 1 .7 %

3 .7 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(9 8 )

(1 5 7 )

(2 2 9 )

4 8 4

2 0 .2 %

3 2 .4 %

4 7 .3 %

2 .5 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 4 9 )

(2 0 1 )

(7 4 9 )

1 0 9 9

1 3 .6 %

1 8 .3 %

6 8 .2 %

5 .7 %

1 (2 6 1 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 5 )

(3 1 )

(2 1 5 )

2 6 1

5 .7 %

1 1 .9 %

8 2 .4 %

1 .4 %

1 (3 2 2 8 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(6 0 7 )

(5 7 8 )

(2 0 4 3 )

3 2 2 8

1 8 .8 %

1 7 .9 %

6 3 .3 %

1 6 .8 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4




1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 3 6 )

(2 3 6 )

(5 0 7 )

1 0 7 9

3 1 .1 %

2 1 .9 %

4 7 .0 %

5 .6 %



1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 0 )

(7 6 )

(2 7 3 )

4 5 9

2 4 .0 %

1 6 .6 %

5 9 .5 %

2 .4 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 6 1 )

(2 6 6 )

(1 2 6 3 )

1 6 9 0

9 .5 %

1 5 .7 %

7 4 .7 %

8 .8 %

1 (2 0 9 6 )

1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 8 5 )

(6 3 5 )

(9 7 6 )

2 0 9 6

2 3 .1 %

3 0 .3 %

4 6 .6 %

1 0 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6




1 - L o w

2 - M id

3 - H ig h

T o ta l

(7 4 )

(1 5 3 )

(1 1 0 )

3 3 7

2 2 .0 %

4 5 .4 %

3 2 .6 %

1 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 8 )

(3 7 )

(2 4 )

2 4 9

7 5 .5 %

1 4 .9 %

9 .6 %

1 .3 %





1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 8 0 )

(3 5 4 )

(4 5 8 )

9 9 2

1 8 .1 %

3 5 .7 %

4 6 .2 %

5 .2 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(4 3 )

(9 1 )

(3 8 4 )

5 1 8

8 .3 %

1 7 .6 %

7 4 .1 %

2 .7 %

1

1 - L o w

2 - M id

3 - H ig h

T o ta l

(2 5 6 )

(1 2 8 )

(1 6 6 )

5 5 0

4 6 .5 %

2 3 .3 %

3 0 .2 %

2 .9 %

C A T E G O R Y -

P = 0 .0 0 0 0 0 0

C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6


1 - L o w

2 - M id

3 - H ig h

T o ta l

(3 4 )

(4 3 )

(4 0 )

1 1 7

2 9 .1 %

3 6 .8 %

3 4 .2 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 1 9 )

(1 5 )

(1 1 )

1 4 5

8 2 .1 %

1 0 .3 %

7 .6 %

0 .8 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(1 7 )

(2 5 )

(7 5 )

1 1 7

1 4 .5 %

2 1 .4 %

6 4 .1 %

0 .6 %


1 - L o w

2 - M id

3 - H ig h

T o ta l

(8 6 )

(4 5 )

(4 0 )

1 7 1

5 0 .3 %

2 6 .3 %

2 3 .4 %

0 .9 %

SW

HW

Solution

Technical Support
