Decision Pad Worksheet | 1990-02-25 | 5KB | 62 lines
DPW REV 2.01X~Picked 800# service with 30% still question marks
EXCELLENCE
Excell
V-Good
Unacc
10-to-0 RATING
YES-NO
DOLLARS COST
DOLLARS PROFIT
MAX-to-0 NUMBER
0-to-MAX NUMBER
RANKED
COMMENT
HOURS
800 NUMBER SERVICES
Updated at decision point
This is a model from a real decision where the data was left incomplete. It shows the extent to which question marks can be left while still making a competent choice. Turn DISPLAY, GRAPH SCORES on.
The decision is picking a service organization to accept calls on an 800 number line. It requires answering questions about a product and understanding the applications at least in general terms.
Alpha
Located 1500 miles away. While a strong contender, the distance makes it difficult to build a strong working relationship.
This was DECISION PAD's second choice and could equal the first one if the question marks came in high.
Gamma
Delta
Overall impression: very professional and competent group.
DECISION PAD scores this at least equal to other altenatives. No reason to pursure other alternatives -- let's get on with it!
MUST HAVE
Setup Cost
This assumes no on-site visit for setup or training. Is this realistic or even desireable?
Thorough process. One meeting to set overall objectives. Then a training session of several hours for 3 operators (at $50/hour each) and the supervisor (gratis). They prepare a careful plan and script for the calls, custom forms for orders and followup, etc.
Est rampup billings
From Spreadsheet analysis which assumed a profile of call buildup over some months.
High monthly minimum kills this one.
COSTS:
Service Hours
Business hours are at least 8AM to 4PM Pacific, preferably extended early for East Coast.
Response Quality
This is the general quality of the operators, stability, etc.
Positive reports from clients.
(reference check details deleted).
Requested references, said he would mail. Not received yet.
Per reference ________. He also lost deposit in their bankruptcy.
On the other hand, _______ has good results as an message service.
Operators selected for maturity, professionalism, and (must) how they sound on a telephone. Work area very nice, individual cubicles, all in business attire.
Training and planning look very thorough.
Product Answers
Capacity to deal with applications questions and to understand the product in general.
Operators are college graduates with business experience. Stable workforce. Specialize in high-tech clients.
(reference check details deleted).
Business Stable
Banking or other business relationships, financial capacity, etc.
Bank reference check with ___________.
(details deleted)
SERVICE QUALITY:
Driving Distance
Question of local or not.
Modem Access
Ability to transfer call reports directly between computers.