Abc Abm At Hewlett Packard Europe For Customer Support

2129 words - 9 pages

CMS Case Study Hewlett Packard 3rd trimester 2008 EM-Lyon
CASE STUDY : Hewlett PackardFrance FONDACCILéa MONTANARITarik OKTANDamien VALTIERYao WUHewlett Packard is an American group specialized into the computing sector and the communication market. Hewlett Packard is organized by product into several Business Units. The traditional accounting system gave information on costs per department. Even if there are worldwide accounting system rules, each manager of a business unit can implement new accounting system.Using the data in Tables 1.4 to 1.11:Calculates the cost of the activities for France

Allocation of cost center costs to activities for France for Q3 1998

Cost Center

Costs of the center for Q3 98 (€ thousands)

Call receipt

Call qualification

Dispatching (people and parts)

Logistics (parts handling)

Freight

POP (customer Assis (part/unit sent))

On-site HP CE

On-site Temps

On-site 3rd party CE

Courier

CE Assist

Escalation

Rops

Call Center

1 000

1 000

Qualification Center

2 000

1 200

800

Engineers

15 500

1 550

10 075

775

1 550

1 550

Courier costs (transportation)

600

600

Administration

2 400

2 400

Logistics (warehousing)

3 500

3 500

Logistics (transportation)

2 500

2 500

Subcontracting costs

3 000

450

450

450

1 650

TOTAL COST PER ACTIVITY (€ THOUSANDS)

1 450

1 650

1 250

3 500

2 500

1 550

10 075

775

1 650

600

1 550

1 550

2 400

Activity

France

Germany

Italy

UK

TOTAL

Call receipt

1 450

2 250

900

1 500

6 100

Call qualification

1 650

3 000

800

2 000

7 450

Dispatching (people and parts)

1 250

1 000

950

975

4 175

Logistics (parts handling)

3 500

4 950

2 600

3 900

14 950

Freight

2 500

3 150

1 200

3 000

9 850

POP (customer Assis (part/unit sent))

1 550

1 350

800

2 100

5 800

On-site HP CE

10 075

17 100

5 600

9 000

41 775

On-site Temps

775

900

600

600

2 875

On-site 3rd party CE

1 650

900

600

1 050

4 200

Courier

600

1 350

500

300

2 750

CE Assist

1 550

2 475

1 000

1 200

6 225

Escalation

1 550

2 475

1 100

1 500

6 625

Rops

2 400

4 050

1 800

2 100

10 350

TOTAL

30 500

44 950

18 450

29 225

123 125

Calculate the unit cost of the delivery processes for France and the unit cost of the delivery process "HP On-sit" by activities for France
Activity

Driver

Volume

Cost per unit

Call receipt

Number of phone calls

91 300

0.02

Call qualification

Number of call qualifications

61 875

0.03

Dispatching (people and parts)

Number of dispatchings

36 500

0.03

Logistics (parts handling)

Number of repairs with parts moved

40 000

0.09

Freight

Number of repairs with parts moved

40 000

0.06

POP (customer Assis (part/unit sent))

...

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