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. Table 1.4 calculation of the ABC results for Q3 1998; comprise per employment in ? thousandsActivity FranceGermanyItalyUK tote upCall receipt1.4502.2509001.5006.100Call qualification1.6503.0008002.0007.450Dispatching (people and parts)1.2501.0009509754.175Logistics (parts handling)3.5004.9502.6003.90014.950 weight2.5003.1501.2003.0009.850POP (Customer emboldens (Parts/ unit sent))1.5501.3508002.1005.800On-site HP CE10.07517.1005.6009.00041.775On-site Temps7759006006002.875On-site 3rd political party CE1.6509006001.0504.200Courier6001.3505003002.750CE Assist1.5502.4751.0001.2006.225Escalation1.5502.4751.1001.5006.625Rops2.4004.0501.8002.10010.350 lend30.50044.95018.45029.225123.125b.Calculate the unit cost of the torment motion for France, and the unit cost of the talking to physical process ?HP on-the-spot(prenominal)? by activities for France. Table 1.9 social unit cost of repair per rake process 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 repairs 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 natural action (Q3 1998): cost by activities for the lurch process HP On-site (in ?)Activity FranceGermanyItalyUKCall 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.Compare and betoken on the cost of the voice communication process ?HP on-the-scene(prenominal)? for all European countries. When flavour at table 1.11 it becomes apparent(prenominal) that the master(prenominal) part of the costs are centered bordering ?On-site HP? which is the telephone exchange part of this service. Overall France seems to make it up the highest costs per action mechanism for the saving process ?HP on-the-scene(prenominal)?. This is non so much collectible to any exclusive outlier, scarcely more due to an overall higher 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, hardly more an overall depress cost level. Although not the main contributor, Italy shows an extremely low Freight portion of the costs. This could be explained if they had few repairs which involved the movement of parts, which... If you extremity to get a all-encompassing essay, order it on our website: Ordercustompaper.com

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