Market Makers Inc. (MMI) provides a range of services to its retail clients-customer service for inquiries, order


Market Makers Inc. (MMI) provides a range of services to its retail clients-customer service for inquiries, order taking, credit checking for new customers, and a variety of related services. Auto Supermarket (AS) is a large auto dealer that provides financing for the autos and trucks that it sells. AS has approached MMI to manage the inquiries that come in regarding these loans. AS is not satisfied with the performance of the call center it currently uses for handling inquiries on these loans and is considering a change to MMI. MMI has been asked to estimate the cost of providing the service for the coming year.

There are two types of loans at AS, one for autos and SUVs and another for light trucks. The loans for auto and truck buyers typically have different types of customers and loan terms, so the nature and volume of the inquiries are expected to differ. MMI would use its own call center to handle the AS engagement. The MMI call center's annual costs are as follows:

Call center costs



Leasing of facilities.................1,985,513

Other expenses........................819,036


MMI's call center is staffed 12 hours per day with 60 call staff always available. Each staff has a paid 10-minute break for each hour worked, and an unpaid 1-hour break for a lunch/dinner during their 12-hour shift. Thus, the call center has 12,045,000 minutes (11 hrs. 3 50 min. 3 60 staff 3 365 days) available for calls during the year.

AS and MMI work together to estimate the number of calls and time required for each call, based on AS's prior experience with its current call center.

Market Makers Inc. (MMI) provides a range of services to

1. Determine the amount that MMI should propose to charge AS for the coming year using TDABC, assuming MMI desired a profi t of 25% of incurred cost.
2. Suppose that AS wants the proposal broken down by type of loan (auto, truck). What would the proposal look like now?

A dealer in the securities market is an individual or firm who stands ready and willing to buy a security for its own account (at its bid price) or sell from its own account (at its ask price). A dealer seeks to profit from the spread between the...
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Related Book For  answer-question

Cost Management A Strategic Emphasis

ISBN: 978-0078025532

6th edition

Authors: Edward Blocher, David Stout, Paul Juras, Gary Cokins

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