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The AMA Handbook of Due Diligence by Andrew J. Sherman, William M. Crilly

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ENTITY Form 11-04
REF.
PREPARED BY REVIEWED BY
REVISION DATE SECTION PAGE
270
CUSTOMER SERVICE LOCATIONS
LOCATION
CURRENT STAFF
CUSTOMER
SERVICE
H. Q.
PHONE/FAX
INTERFACE
ONLY
REPAIR /
EXCHANGE
DROPOFF
ONLY
REPAIR
CENTER
CO-LOCATED
WITH SALES
OFFICE
ENTITY Form 11-05
271
REF.
PREPARED BY REVIEWED BY
REVISION DATE SECTION PAGE
TREND IN CUSTOMER SERVICE STAFFING
TREND IN BEGINNING OF YEAR STAFFING LEVELS
POSITION 20 20 20 20 20
Administrative Staff
Customer Service Agents
Total Customer Service Staff
FUTURE STAFFING PLANS
What are the near term plans (i.e., next 12 months) for changes in the staffing level?
[ ] Maintain the current level. [ ] Increase by _____ . [ ] Decrease by _____ .
TREND IN CUSTOMER SERVICE EXPENSES
EXPENSE CATEGORY 20 20 20 20 YTD
(Thousands Of Dollars)
Payroll Expense
Corporate Staff $ $ $ $
Field Personnel
Total Payroll Expense $ $ $ $
Payroll Related Expenses
Total Payroll & Related Expense $ $ $ $
Nonpayroll Expenses
$ $ $ $
Total Customer Service Expense $ $ $ $
As A Percent Of Revenues % % % %
CUSTOMER SERVICE FINANCIAL PERFORMANCE
ENTITY Form 11-06
REF.
PREPARED BY REVIEWED BY
REVISION DATE SECTION PAGE
272
CUSTOMER SERVICE ACTIVITIES
ACTIVITY PRIMARY
RESPONSIBILITY
SOME
PARTICIPATION
PRIMARY
RESPONSIBILITY
OF:
Order Processing Activities
Take Orders
Trace Order Status
Monitor Order-To-Delivery Cycle
Customer Complaint Activities
Answer Complaints
Route To Appropriate Unit For Action
Take Primary Responsibility For Action
Service/Repair Activities
Accept Product For Service Or Repair
Perform Service Or Repairs On Carry-In Items
Perform Field Service Or Repairs
Contract For Carry-In Service Or Repairs
Contract For Field Service Or Repairs
Physical Distribution Activities
Operate Distribution Centers
Package/Ship Product
Marketing Support Activities
Produce Promotional Literature
Distribute Promotional Literature
Note: Place “X” in second column if Customer Service organization has primary responsibility for indicated activity.
Place “X” in third column if Customer Service organization has some participation in indicated activity.
If another organization (other than Customer Service) has primary responsibility, name them in column four.
(Continued On The Following Page)
273
REF.
PREPARED BY REVIEWED BY
REVISION DATE SECTION PAGE
ENTITY Form 11-06
CUSTOMER SERVICE ACTIVITIES (Continued)
ACTIVITY PRIMARY
RESPONSI-
BILITY
SOME
PARTICI-
PATION
PRIMARY
RESPONSI-
BILITY OF:
Customer Support Activities
Design Assistance
Adapting Product To Meet Customer Requirements
Failure Analysis
Quality Control Assistance
Assistance In Obtaining Financing
Sales Assistance With Customer’s Customer
Availibility Of Spare Parts
Administer Warranty Program
Administer Returned Goods/Exchange Programs
Note: Place “X” in second column if Customer Service organization has primary responsibility for indicated activity.
Place “X” in third column if Customer Service organization has some participation in indicated activity.
If another organization (other than Customer Service) has primary responsibility, name them in column four.
ENTITY Form 11-07
REF.
PREPARED BY REVIEWED BY
REVISION DATE SECTION PAGE
274
QUALITY OF CUSTOMER SERVICES
How do you rank the entity’s customer services vis-a-vis its competitors?
Rank “1” to “4” with “4” being the highest. Use the same rank where the services are comparable
CUSTOMER SERVICE ACTIVITY ENTITY COMPETITOR A COMPETITOR B COMPETITOR C
Inquiry And Order Processing
Knowledge of product.
Knowledge of availability.
Knowledge of pricing.
Knowledge of delivery methods.
Follow through.
Handling Of Customer Complaints
Pleasant and understanding.
Follow through.
Service And Repair Activities
Quick turnaround.
Do it right.
Reasonable price.
Feedback to production.
Physical Distribution Activities
Quick turnaround.
On time delivery.
Marketing Support Activities
Responsive to needs.
Feedback to marketing.
Warranty, Return And Exchange
Responsive to customer needs.
Quick and friendly settlement.
Competitor A: _______________________ B: _________________________ C: _________________________

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