Weighted Average Matrix Now that you have completed the necessary review and analysis, NDS would like you to prepare a weighted average matrix and provide a recommendation on which Company Proposal to accept. NDS management has also provided you with the level of importance that they have decided for the 3 Criteria being assessed for this decision. Cost = 0.25 Perfect Order Performance = 0.45 Language Fluency = 0.30 TOTAL = 1.00 H) Logically applying the following Scoring Scheme at your discretion, you are asked to calculate final results and create a Weighted Average Matrix to assess and make a Final Recommendation. (8 marks) Scoring Scheme 5 = excellent I 4 = good 3 = average 2 = fair 1 = poor Company A score weight x score weight Company B score weight x score Company C score weight x score Performance Criteria Cost Perfect Order Performance Language Fluency TOTAL 1) Based on the results from the Weighted Average Matrix, which of the three (3) Companies being considered would you recommend NDS Management select for Outsourcing? Why? (2 marks) J) Please ensure that your full name and student number are included in the final submission (0.5 marks) I TOTAL POINTS: 35 Costs for an Online Support Desk One of NDS' 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 retain NDS. Presently, NDS has enough capacity to handle up to 1,000,000 requests per year, although management doesn't expect the number of requests to change much from the current level of 800,000 per year. The demand for NDS service is so high that the company now has the opportunity to expand into Western Canada. However, due to its inexperience with the Western-Canadian region, NDS has decided to outsource its online support desk. After putting out a bid for proposals to companies in Western Canada, NDS has short-listed three (3) proposals for consideration. Based on industry research, NDS Management has concluded that these three (3) companies being considered are equally suitable to meet NDS' level of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to calculate all associated costs for the current support desk as well as the three (3) proposals. You MUST show all of your calculations. (8 marks) B) After you have completed your calculations, please SCORE (from 1 to 5) the 3 proposals. Provide a brief explanation for your scoring choices. Remember you are NOT scoring or including the current support desk. (2 marks) Company B Proposal Company C Proposal Current Support Desk Costs Company A Proposal Personnel Costs: Personnel Cost: 40 full-time equivalent (FTE) $2,400,000 per technical experts @ $60,000 contract year per year (salary and (covers all benefits) administration and 2 supervisors @ $ 80,000 per personnel year (salary & benefits) requirements) Personnel Cost: $2,000,500 per contract year (covers all administration and personnel requirements) Personnel Cost: 45 full-time equivalent (FTE) technical experts @ $52,500 per year (salary and benefits) 2 supervisors @ $ 75,000 per year (salary & benefits) Equipment Costs: 4 servers @ $8,000 each per year 30 PCs @ $750 each per year Equipment Costs: $67,500 per contract year (covers dedicated usage of 5 servers and 30 PCs) Equipment Costs: Equipment Costs: 3 servers @ $10,000 each $50,000 per per year contract year 28 PCs @ $700 each per year (covers dedicated usage of 5 servers and 40 PCs) Variable Costs: Variable Cost: $1.13 per contact (office $1.05 per contact supplies, fax paper, etc.). Use 800,000 Use 800,000 contacts per contacts per year. year. Variable Cost: $1.15 contact Use 800,000 contacts per year. Variable Cost: $1.02 per contact Use 800,000 contacts per year