HPMD Scorecard

AnyCo Scorecard
Eastern US Region
As of: 09/30/1996

	Customer Satisfaction

01.	Customer Satisfaction Index (CSI)	73%	satisfied
02.	Problem Calls per Terminal	102%		$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
03.	Queries solved on First Call	52%		$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
04.	Mean Time to Restore	5.0	hours	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
05.	Installation Satisfaction Index (ISI)	57%	satisfied	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
06.	Avoidable Cancellations ($000)	$6		$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$

	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)	33	days	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
11.	Cost per Terminal ($000)	$6.5		$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$

	Profitability/Growth

12.	Revenue From New Products	10%	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
13.	Profit Margin	31%	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
14.	Overall Market Share	62%	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
15.	Revenue Per Employee ($000)	$16	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
16.	Cost Per Employee ($000)	$11	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$
17.	Contribution Per Employee ($000)	$4.9	$Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$

Supporting figures : $Database 'AnyCo Web Scorecard Demo', View '3. Admin.\1. Documents By #'$

Legend :

=getting better;

=getting worse;

=even keel; NA=Not Available

Footnotes: