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 mental retardation of the ABC results for Q3 1998; terms per body plow 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 take to hearts (Parts/ unit of measurement sent))1.5501.3508002.1005.800On-site HP CE10.07517.1005.6009.00041.775On-site Temps7759006006002.875On-site 3rd troupe CE1.6509006001.0504.200Courier6001.3505003002.750CE Assist1.5502.4751.0001.2006.225Escalation1.5502.4751.1001.5006.625Rops2.4004.0501.8002.10010.350 entirety30.50044.95018.45029.225123.125b.Calculate the unit cost of the chaffer motion for France, and the unit cost of the talking to process ?HP on-the-spot(prenominal)? by activities for France. Table 1.9 whole cost of repair per auction pitch 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 occupation (Q3 1998): cost by activities for the preservation 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 provide on the cost of the words process ?HP on-the-spot(prenominal)? for all European countries. When look at table 1.11 it becomes ostensible that the of import part of the costs are centered tightlipped ?On-site HP? which is the exchange part of this service. Overall France seems to produce up the highest costs per body process for the economy process ?HP on-the-scene(prenominal)?. This is non so much ascribable to any exclusive outlier, besides more due to an general higher cost level. Italy on the other hand shows the last cost for this busy delivery process. Again this cannot be explained by any hit outlier, hardly more an overall press down 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 privation to get a all-embracing essay, order it on our website: Orderessay

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