ABC-ABM at Hewlett-Packard Europe for customer support. Isabelle Lacombe & Pierre-Laurent Bescos

TABLE OF CONTENTSQuestion 1a ?????????????????????????????????????????????.3b ?????????????????????????????????????????????.3c ????????????????????????????????????????????....4Question 2 ?????????????????????????????????????????????????5Question 3 ?????????????????????????????????????????????????6Question 4 ?????????????????????????????????????????????????6References ?????????????????????????????????????????????????7QUESTION 1a.Calculate the live of the activities for France. plug-in 1.4 deliberation of the ABC results for Q3 1998; make up per activity in ? thousandsActivity FranceGerm eitherItalyUK tote upCall receipt1.4502.2509001.5006.100Call qualification1.6503.0008002.0007.450Dispatching (people and set offs)1.2501.0009509754.175Logistics (parts handling)3.5004.9502.6003.90014.950Freight2.5003.1501.2003.0009.850POP (Customer Assists (Parts/Unit sent))1.5501.3508002.1005.800On-site HP CE10.07517.1005.6009.00041.775On-site Temps7759006006002.875On-site tertiary party CE1.65 09006001.0504.200Courier6001.3505003002.750CE Assist1.5502.4751.0001.2006.225Escalation1.5502.4751.1001.5006.625Rops2.4004.0501.8002.10010.350Total30.50044.95018.45029.225123.125b.Calculate the unit live of the lecture motion for France, and the unit terms of the talking to swear out ?HP on-the-spot(prenominal)? by activities for France. Table 1.9 Unit live of mending per oral communication carry through for France, Q3 1998 (in ?)Activity Remote solutionCourier Assist (Exchange)POP (Parts/Unit Sent)On-site HP CEOn-site TempsOn-site subcontractInstallationTotal Total cost in ? (a)1.6411.8632.30817.3573.1122.8761.34430.500Number of fixations per process (b)24.0005.0003.00022.0009.00012.0008.00083.000Unit cost per repair in ? = (a)/(b)*100068373769789346240168367Table 1.

11 Cost per repair and per activity (Q3 1998): cost by activities for the delivery process HP On-site (in ?)Activity FranceGerm some(prenominal)ItalyUKCall receipt17,57,56,79,1Call qualification22,050,624,824,7Dispatching (people and parts)31,121,515,119,6Logistics (parts handling)79,521,522,757,1Freight56,851,28,037,9POP (Customer Assists (Parts/Unit sent))0,00,00,00,0On-site HP CE435,1554,8368,7526,7On-site Temps0,00,00,00,0On-site 3rd party CE0,00,00,00,0Courier0,00,00,00,0CE Assist56,420,122,635,0Escalation61,620,013,024,2Rops28,94,02,06,0Total789,0751,2483,6740,3c.Comp be and signalize on the costs of the Delivery process ?HP on-site? for all European countries. When looking at table 1.11 it becomes ostensible that the main part of the costs are centered near ?On-site HP? which is the central part of this service. Overall France seems to give up the highest costs per activity f or the delivery process ?HP on-the-scene(prenominal)?. This is non so much due to any exclusive outlier, but more due to an overall higher(prenominal) cost level. Italy on the other hand shows the lowest cost for this busy delivery process. Again this cannot be explained by any hit outlier, but more an overall lower cost level. Although not the main contributor, Italy shows an extremely low Freight share of the costs. This could be explained if they had fewer repairs which involved the movement of parts, which... If you want to beat a full essay, order it on our website: BestEssayCheap.com

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