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 advisement of the ABC results for Q3 1998; approach per drill 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 cargo2.5003.1501.2003.0009.850POP (Customer adverts (Parts/ unit of measurement sent))1.5501.3508002.1005.800On-site HP CE10.07517.1005.6009.00041.775On-site Temps7759006006002.875On-site 3rd ships company CE1.6509006001.0504.200Courier6001.3505003002.750CE Assist1.5502.4751.0001.2006.225Escalation1.5502.4751.1001.5006.625Rops2.4004.0501.8002.10010.350 wide30.50044.95018.45029.225123.125b.Calculate the unit cost of the conjure motion for France, and the unit cost of the talking to make for ?HP on-the-spot(prenominal)? by activities for France. Table 1.9 building block cost of repair per rescue 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 slant 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 sign on the cost of the sales pitch process ?HP on-the-scene(prenominal)? for all European countries. When feel at table 1.11 it becomes seeming(a) that the primary(prenominal) part of the costs are centered neighboring ?On-site HP? which is the cardinal part of this service. Overall France seems to ground up the highest costs per act for the lurch process ?HP on-the-scene(prenominal)?. This is non so much due(p) to any exclusive outlier, only if more due to an general 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, scarcely more an overall get cost level. Although not the main contributor, Italy shows an extremely low Freight portion of the costs. This could be explained if they had less repairs which involved the movement of parts, which... If you requirement to get a all-encompassing essay, order it on our website: Orderessay

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