AnyCo Scorecard
Eastern US Region
As of: 08/31/1996


Customer Satisfaction






01.

Customer Satisfaction Index (CSI)

73%

satisfied



02.

Problem Calls per Terminal

108%



03.

Queries solved on First Call

42%



04.

Mean Time to Restore

4.6

hours



05.

Installation Satisfaction Index (ISI)

57%

satisfied



06.

Avoidable Cancellations ($000)

$7



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)

35

days



11.

Cost per Terminal ($000)

$7.0

Profitability/Growth






12.

Revenue From New Products

9%




13.

Profit Margin

27%




14.

Overall Market Share

62%



15.

Revenue Per Employee ($000)

$16



16.

Cost Per Employee ($000)

$12



17.

Contribution Per Employee ($000)

$4.3



Supporting figures :

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

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