C354 - Assignment 1 - Presentation

Operations


Gross
 Margin


Small
 Business






Large
 Business





Partner
 Solutions


Aggressive
 Sales
 Profitabi­ Customer
 Employee
 Growth
 Revenue
 lity
(ROI)
 Retention
 Turnover


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Business
 Marketing
 Business
 Solutions





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OBJECTIVE


• Increase
delivered
value
to
 customer
 • Increase
profitability


METRIC


• Year
over
year
increases
in
 gross
margin
per
customer

 • (Sales
revenue
–
COGS
)/
 customer


RESULT


• Bundling
 • Up‐selling
 • Smartphone
&
data
plans


OBJECTIVE


• Increase
customers
in:
 • Public,
Health,

 • Energy,
Financial
 • Increase
market
share


METRIC


• Compensation
based
on
 contract
 • size
–
larger
contracts
lead
 • to
larger
bonus
levels


RESULT


• Aggressive
growth
 • Focus
on
large
players
 • Warning!
Customer
service
must
 • still
be
a
strong
focus!


OBJECTIVE


METRIC


RESULT


• Growth
in
sales
 revenue


• Sales
Revenue


• Growth


OBJECTIVE


• Profitability
 • Operational
 efficiency
 • Marketing
division


METRIC


• ROI
=
(Sales
 Revenue
–
Division
 Costs)
/
Division
 costs


RESULT


• Revenue
matched
to
 costs
 • Warning!
ST
+
LT


OBJECTIVE


• Increase
customer
satisfaction
 • Stability
&
consistency


METRIC


• Increase
in
the
number
of
 returning
customers
over
 previous
year


RESULT


• More
customer
loyalty
 • Warning!
Need
to
consider
 increases
in
promotions


OBJECTIVE


• Minimize
training
costs
 • Increase
employee
 satisfaction


METRIC


• Number
of
employees
who
 leave
our
unit
per
year/ total
number
of
employees


RESULT


• 2008:
av.
voluntary
turnover
 10.3%*
 • 2009:
av.
voluntary
turnover
 8.1%*