|
Business Metrics Model Development
Business Issue
The Client’s Support Services Group needed improved visibility into support
costs and profitability for products, service products and top customers.
Solution
Bardess consultants analyzed the data for the customer care and parts
provisioning systems to determine the population rate of key fields, accuracy of
entitlement (compared to entitlement database) and validity of input Contract
Numbers. Based on the accuracy of the data determined in the analyses, several
options for determining the Product, Service Product and Customer profitability
were explored. Metric Models were developed using methodologies that utilized
customer care data to distribute Total Service Burden across Service Products
and Top Customers, and utilized the distribution of products and services
products in the Entitled Base to allocate the Total Service Burden across
Service Products and Products.
Client Impact
The Product, Service Product and Top Customer Metric Models provided the
Client with repeatable and flexible methods of allocating Total Service Revenue
despite data issues which would render standard analysis methods inaccurate.
|
