200-35857369'pid=U. Introduction Concol Customer Services (CCS) is an Internet Service Provider (ISP) that caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Specifically, CCS offers state of-the-art office applications and web-building software and design, as well as plenty of secure storage space and fast access via its high-speed servers. The territory it serves is Ontario and east. It offers its service in English and French Karen Bradenton, Vice President Marketing, puts it this way: "There are a lot of companies out there promising the cheapest Internet access. But what do you get for your money? Limited service, slow or no access, a mailbox full of spam, and an endless stream of system crashes. And I won't even mention the lack of support if you have a technical question! Our support desk quickly determines where the customers' problem lies and gets it fixed fast! For a few dollars more a month, we give our customers the environment they need to be productive-without having to think about whether or not they can retrieve their documents, or whether their Web site has crashed. Our focus is on providing an exceptional customer experience with each interaction. It's no surprise that we have the highest customer satisfaction and retention rates in Canada." The Online Support Desk One of CC5's services is its support desk. The online support works as follows: Customers who are experiencing technical problems, or who simply have questions enter a one-on-one online chat room" where they can interact directly with an expert. Problems are usually resolved within 6 minutes and customers have listed it as one of the top three reasons why they stick with CCS. Presently, CCS has enough Capacity to handle up to 1,000,DOD requests per year, although management doesn't expect the number of requests to change much from the current level of 800,000 per year. A firm located in Cape Town, South Africa, has approached CCS about outsourcing the online support desk. The offer is attractive. The Cape Town Firm's own personnel would handle the support desk functions. These personnel are fluent in English, a few can speak French and some have college degrees or appropriate technical backgrounds. Since they are located in South Africa, labour costs would be a portion of what they are in Canada. (Ontario). This saving that would be passed on, in part, to CCS. And, because the "chat room" exists on the Internet, CCS customers should be unaware of the switch CCS management has put together Figure 1, outlining the yearly costs associated with the current system and the South African proposal As a team, you have been given the job of preparing answers to a set of questions. They are to be prepared as a written report for your manager instructor Figure 1: Yearly Costs of the Present and Proposed Contact (Call Centre Allemotives Current Online Surrat Centre Personnel Costs So full time walent IFTE technical events Cape Town Proposal Fixed Cost 52. oon ontract var for all Submit Cancel CCS management has put together Figure 1, outlining the yearly costs associated with the current system and the South African proposal. As a team, you have been given the job of preparing answers to a set of questions. They are to be prepared as a written report for your manager (instructor). Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Cape Town Proposal Fixed Cost $2,400,000 per contract year (covers all administrative and IT costs) Current Online Support Centre Personnel Costs 50 full-time equivalent (FTE) technical experts @ $60,000 per year (salary and benefits) 2 supervisors @ $ 80,000 per year (salary & benefits) Equipment Costs 3 servers @ $10,000 each per year 28 PCs @ $700 each per year Variable Costs $1.13 per contact (office supplies, fax paper, etc.) Use 800,000 contacts per year. Variable Cost $1.07 per contact Use 800,000 contacts per year Questions to Answer: 1. Analysis for the Case (27 marks) Process: Based on your total cost analysis of Figure 1 and the findings from your research on the industry, list and explain your choices for the five performance dimensions or criteria, then utilize a weighted-point evaluation matrix to evaluate the two options. You are to select 4 additional criteria in addition to cost based on your industry research. a) A total cost analysis based on the above chart should be shown to justify costs. Totals and conclusions must be clearly stated for the reader (3 marks). But, cost is just one of the five criteria and should be included as such in the write-up. b) Then list and explain why you selected the four additional criteria that were researched. Explain why each is important to consider when making this sourcing decision. Ensure that these dimensions assist in differentiating between the 2 options. Be careful to avoid overlap between them. Each one should be independent of the others. (12 marks - 3 marks for each of the 4 additional criteria) c) Assign and explain a relative weighting for each of the five criteria. Explain why you chose to weight them like you did? (4 marks) d) Assign a ranking to each of the two options (insource or outsource) for each of the 5 criteria, explaining the reasoning for each of the rankings from your research. (4 marks) Then, utilize the weighted matrix model to evaluate the two choices. (4 marks) 2) State your final recommendation (4 marks) Should Concol continue on as is or outsource its Customer Services? Be sure to justify your answer based on your numeric and researched findings in 1) above (4 marks) Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Current Online Surport Centre Cape Town Proposal Personnel Costs Fixed Cost 50 full-time equivalent (FTE) technical experts @ $2,400,000 per contract year (covers all $60,000 per year (salary and benefits) administrative and IT costs) 2 supervisors @ $ 80,000 per year (salary & benefits) Equipment Costs 3 servers @ $10,000 each per year 28 PCs @ $700 each per year Variable Costs Variable Cost $1.13 per contact (office supplies, fax paper, $1.07 per contact etc.) Use 800,000 contacts per year. Use 800,000 contacts per year. Questions to Answer: 1. Analysis for the Case (27 marks) Process: Based on your total cost analysis of Figure 1 and the findings from your research on the industry, list and explain your choices for the five performance dimensions or criteria, then utilize a weighted-point evaluati matrix to evaluate the two options. You are to select 4 additional criteria in addition to cost based on your industry research. a) A total cost analysis based on the above chart should be shown to justify costs. Totals and conclusions must be clearly stated for the reader (3 marks). But, cost is just one of the five criteria and should be included as such in the write-up. b) Then list and explain why you selected the four additional criteria that were researched. Explain why each is important to consider when making this sourcing decision. Ensure that these dimensions assist in differentiating between the 2 options. Be careful to avoid overlap between them. Each one should be independent of the others. (12 marks - 3 marks for each of the 4 additional criteria) c) Assign and explain a relative weighting for each of the five criteria. Explain why you chose to weight them 1 la 200-35857369'pid=U. Introduction Concol Customer Services (CCS) is an Internet Service Provider (ISP) that caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Specifically, CCS offers state of-the-art office applications and web-building software and design, as well as plenty of secure storage space and fast access via its high-speed servers. The territory it serves is Ontario and east. It offers its service in English and French Karen Bradenton, Vice President Marketing, puts it this way: "There are a lot of companies out there promising the cheapest Internet access. But what do you get for your money? Limited service, slow or no access, a mailbox full of spam, and an endless stream of system crashes. And I won't even mention the lack of support if you have a technical question! Our support desk quickly determines where the customers' problem lies and gets it fixed fast! For a few dollars more a month, we give our customers the environment they need to be productive-without having to think about whether or not they can retrieve their documents, or whether their Web site has crashed. Our focus is on providing an exceptional customer experience with each interaction. It's no surprise that we have the highest customer satisfaction and retention rates in Canada." The Online Support Desk One of CC5's services is its support desk. The online support works as follows: Customers who are experiencing technical problems, or who simply have questions enter a one-on-one online chat room" where they can interact directly with an expert. Problems are usually resolved within 6 minutes and customers have listed it as one of the top three reasons why they stick with CCS. Presently, CCS has enough Capacity to handle up to 1,000,DOD requests per year, although management doesn't expect the number of requests to change much from the current level of 800,000 per year. A firm located in Cape Town, South Africa, has approached CCS about outsourcing the online support desk. The offer is attractive. The Cape Town Firm's own personnel would handle the support desk functions. These personnel are fluent in English, a few can speak French and some have college degrees or appropriate technical backgrounds. Since they are located in South Africa, labour costs would be a portion of what they are in Canada. (Ontario). This saving that would be passed on, in part, to CCS. And, because the "chat room" exists on the Internet, CCS customers should be unaware of the switch CCS management has put together Figure 1, outlining the yearly costs associated with the current system and the South African proposal As a team, you have been given the job of preparing answers to a set of questions. They are to be prepared as a written report for your manager instructor Figure 1: Yearly Costs of the Present and Proposed Contact (Call Centre Allemotives Current Online Surrat Centre Personnel Costs So full time walent IFTE technical events Cape Town Proposal Fixed Cost 52. oon ontract var for all Submit Cancel CCS management has put together Figure 1, outlining the yearly costs associated with the current system and the South African proposal. As a team, you have been given the job of preparing answers to a set of questions. They are to be prepared as a written report for your manager (instructor). Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Cape Town Proposal Fixed Cost $2,400,000 per contract year (covers all administrative and IT costs) Current Online Support Centre Personnel Costs 50 full-time equivalent (FTE) technical experts @ $60,000 per year (salary and benefits) 2 supervisors @ $ 80,000 per year (salary & benefits) Equipment Costs 3 servers @ $10,000 each per year 28 PCs @ $700 each per year Variable Costs $1.13 per contact (office supplies, fax paper, etc.) Use 800,000 contacts per year. Variable Cost $1.07 per contact Use 800,000 contacts per year Questions to Answer: 1. Analysis for the Case (27 marks) Process: Based on your total cost analysis of Figure 1 and the findings from your research on the industry, list and explain your choices for the five performance dimensions or criteria, then utilize a weighted-point evaluation matrix to evaluate the two options. You are to select 4 additional criteria in addition to cost based on your industry research. a) A total cost analysis based on the above chart should be shown to justify costs. Totals and conclusions must be clearly stated for the reader (3 marks). But, cost is just one of the five criteria and should be included as such in the write-up. b) Then list and explain why you selected the four additional criteria that were researched. Explain why each is important to consider when making this sourcing decision. Ensure that these dimensions assist in differentiating between the 2 options. Be careful to avoid overlap between them. Each one should be independent of the others. (12 marks - 3 marks for each of the 4 additional criteria) c) Assign and explain a relative weighting for each of the five criteria. Explain why you chose to weight them like you did? (4 marks) d) Assign a ranking to each of the two options (insource or outsource) for each of the 5 criteria, explaining the reasoning for each of the rankings from your research. (4 marks) Then, utilize the weighted matrix model to evaluate the two choices. (4 marks) 2) State your final recommendation (4 marks) Should Concol continue on as is or outsource its Customer Services? Be sure to justify your answer based on your numeric and researched findings in 1) above (4 marks) Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Current Online Surport Centre Cape Town Proposal Personnel Costs Fixed Cost 50 full-time equivalent (FTE) technical experts @ $2,400,000 per contract year (covers all $60,000 per year (salary and benefits) administrative and IT costs) 2 supervisors @ $ 80,000 per year (salary & benefits) Equipment Costs 3 servers @ $10,000 each per year 28 PCs @ $700 each per year Variable Costs Variable Cost $1.13 per contact (office supplies, fax paper, $1.07 per contact etc.) Use 800,000 contacts per year. Use 800,000 contacts per year. Questions to Answer: 1. Analysis for the Case (27 marks) Process: Based on your total cost analysis of Figure 1 and the findings from your research on the industry, list and explain your choices for the five performance dimensions or criteria, then utilize a weighted-point evaluati matrix to evaluate the two options. You are to select 4 additional criteria in addition to cost based on your industry research. a) A total cost analysis based on the above chart should be shown to justify costs. Totals and conclusions must be clearly stated for the reader (3 marks). But, cost is just one of the five criteria and should be included as such in the write-up. b) Then list and explain why you selected the four additional criteria that were researched. Explain why each is important to consider when making this sourcing decision. Ensure that these dimensions assist in differentiating between the 2 options. Be careful to avoid overlap between them. Each one should be independent of the others. (12 marks - 3 marks for each of the 4 additional criteria) c) Assign and explain a relative weighting for each of the five criteria. Explain why you chose to weight them 1 la