AnyCo Scorecard
Eastern US Region
As of: 09/30/1996


Customer Satisfaction






01.

Customer Satisfaction Index (CSI)

73%

satisfied



02.

Problem Calls per Terminal

102%


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

03.

Queries solved on First Call

52%


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

04.

Mean Time to Restore

5.0

hours


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

05.

Installation Satisfaction Index (ISI)

57%

satisfied


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

06.

Avoidable Cancellations ($000)

$6


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

Employee Satisfaction/
Effectiveness






07.

Employee Satisfaction Index (ESI)

83%

satisfied



08.

Staff Retained ( >2 years)

82%



09.

Staff Turnover

4%



Operating Efficiency






10.

Cash Collection (DSO'S)

33

days


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

11.

Cost per Terminal ($000)

$6.5
Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

Profitability/Growth






12.

Revenue From New Products

10%



Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

13.

Profit Margin

31%



Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

14.

Overall Market Share

62%


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

15.

Revenue Per Employee ($000)

$16


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

16.

Cost Per Employee ($000)

$11


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

17.

Contribution Per Employee ($000)

$4.9


Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

Supporting figures : Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'

Legend : =getting better; =getting worse; =even keel; NA=Not Available

Footnotes:
© Copyright 1996, HP Management Decisions Ltd., All Rights Reserved.