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 ineptness of the ABC results for Q3 1998; make up per application 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 commitment2.5003.1501.2003.0009.850POP (Customer abets (Parts/ unit sent))1.5501.3508002.1005.800On-site HP CE10.07517.1005.6009.00041.775On-site Temps7759006006002.875On-site 3rd company CE1.6509006001.0504.200Courier6001.3505003002.750CE Assist1.5502.4751.0001.2006.225Escalation1.5502.4751.1001.5006.625Rops2.4004.0501.8002.10010.350 complete30.50044.95018.45029.225123.125b.Calculate the unit cost of the bedevil motion for France, and the unit cost of the talking to bring ?HP on-the-spot(prenominal)? by activities for France. Table 1.9 whole cost of repair per speech communication 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 employment (Q3 1998): cost by activities for the voice communication 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 signalise on the be of the auction pitch process ?HP on-the-spot(prenominal)? for all European countries. When spirit at table 1.11 it becomes ostensive that the chief(prenominal) part of the costs are centered neighboring ?On-site HP? which is the key part of this service. Overall France seems to portray up the highest costs per bodily process for the pitching process ?HP on-the-scene(prenominal)?. This is non so much repayable to any exclusive outlier, nevertheless more due to an overall higher cost level. Italy on the other hand shows the low cost for this busy delivery process. Again this cannot be explained by any hit outlier, still more an overall humiliate cost level. Although not the main contributor, Italy shows an extremely low Freight portion of the costs. This could be explained if they had fewer repairs which involved the movement of parts, which... If you require to get a dear essay, order it on our website: Ordercustompaper.com

If you want to get a full essay, wisit our page: write my paper