these all photos are a single assignment question. please solve according to the rubric given at the bottom.

fondet Aduced the Protection and has detected any Meats it you need to edit this to click enable editing Enable Editing Introduction to Supply Chain and Operations Management OPER1160 - FALL 2021 PRACTICAL ASSIGNMENT #1 (7.5%) Nucom Digital Services (NDS) is an Internet Service Provider (ISP) that caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Specifically, NDS offers state-of-the-art office applications and web-building software and design, as well as plenty of secure storage space and fast access via its high-speed servers. The territory that NDS currently serves is Ontario and Eastern Canada. It offers service in English and French Costs for an Online Support Desk One of NDS services is its support desk. The online support works as follows: Customers who are experiencing technical problems, or who simply have questions enter a one-on-one online chat room", where they can interact directly with an expert. Problems are usually resolved within 6 minutes and customers have listed it as one of the top three reasons why they retain NDS. Presently, NDS has enough capacity to handle up to 1,000,000 requests per year, although management doesn't expect the number of requests to change much from the current level of 800,000 per year. The demand for NDS service is so high that the company now has the opportunity to expand into Western Canada. However, due to its inexperience with the Western-Canadian region, NDS has decided to outsource its online support desk After putting out a bid for proposals to companies in Western Canada, NDS has short-listed three (3) proposals for consideration. Based on industry research, NDS Management has concluded that these three (3) companies being considered are equally suitable to meet NDS' level of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to rallate all acerriatornate for the current cut dock as well as the throa (nrnnncal Van Select og - A 21 Find Heading 1 A-33318 Heading 2 Normal Repla Paragraph Styles (3) companies being considered are equally suitable to meet NDS Tevel of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to calculate all associated costs for the current support desk as well as the three (3) proposals. You MUST show all of your calculations. (8 marks) B) After you have completed your calculations, please SCORE (from 1 to 5) the 3 proposals. Provide a brief explanation for your scoring choices. Remember you are NOT scoring or including the current support desk. (2 marks) OPER1160 Practical Assignment #1 Nucom Digital Services FALL 2021 Page Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Current Support Desk Costs Company A Company B Proposal Company C Proposal tences Mailings Review View Help AA ! 2-A- Heading 1 Heading 2 Normal Find Replace Select Die Paragraph Styles Editing Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Company B Proposal Company C Proposal Current Support Desk Costs Company A Proposal Personnel Costs: Personnel Cost: 40 full-time equivalent (FTE) $2,400,000 per technical experts @ $60,000 contract year per year (salary and (covers all benefits) administration and 2 supervisors @ $ 80,000 per personnel year (salary & benefits) requirements) Personnel Cost: Personnel Cost: $2,000,500 per contract year 45 full-time equivalent (covers all administration and (FTE) technical experts @ personnel requirements) $52,500 per year (salary and benefits) 2 supervisors @ $75,000 per year salary & benefits) Equipment Costs: 4 servers @ $8,000 each per year 30 PCS @ $750 each per year Equipment Costs: $67,500 per contract year (covers dedicated usage of 5 servers and 30 PCS) Equipment Costs: Equipment Costs: 3 servers $10,000 each $50,000 per per year contract year 28 PCs @ $700 each per year (covers dedicated usage of 5 servers and 40 PCS) Variable Costs: Variable Cost: $1.13 per contact (office $1.05 per contact supplies, fax paper, etc.). Use 800,000 Use 800,000 contacts per contacts per year. year Variable Cost: $1.15 per contact Use 800,000 contacts per year Variable Cost: $1.02 per contact Use 800,000 contacts per year 14 A A - E 1 - A , Heading 1 Heading 2 Normal Find Replace Select- Editing Paragraph G a Perfect Order Performance In addition to the company's regular service offerings, it also provides ISP and telecom equipment solutions for its small business customers. When a small business signs up with NDS it receives customized hardware that caters to its unique business needs. This customized hardware is scalable to meet the changing needs of small businesses. For example, as a small business grows, it often needs the hardware upgraded as well. When a small business makes a request for a hardware upgrade, NDS will process the request within 1 week and ship upgraded hardware directly to the small business. NDS will also send out a special technician to install and test the hardware. It is important that when the hardware arrives on site that no components are missing or damaged. With NDS' expansion into Western Canada, it will also require that the company they choose to outsource to is able to effectively and efficiently distribute hardware equipment and provide it to the NDS technician being dispatched for installation, Every customer order must be executed perfectly. This means every order must be 1) Delivered On Time, 2) Shipped Complete (nothing missing), 3) Nothing Damaged, and 4) the customer receives the correct Invoicing for payment. A service failure will result in customer dissatisfaction and added cost to NDS. In order to assess the three (3) companies in consideration, NDS Management has requested 1-year of Logistics Performance data from each company being considered. NDS requires a Perfect Order Percentage of at least 94%. Figure 2. summarizes the data that was provided from each company. Using Figure 2, calculate the Percentage of Perfect Orders for each of the companies being considered. You MUST show all of your calculations. (6 marks) D) Referring to just the results presented in the table (and not your Perfect Order Percentage Calculation) please list the biggest area of concern for each of the three (3) companies. (1.5 marks) E) After you have completed your calculations, please SCORE (from 1 to 5) the three (3) companies on their Perfect Order Percentages. Provide a brief explanation for your scoring choices. (2 marks) SWAMOTIONS Word e Search Hieronicas Malings Review View Help AAAASE391 Heading 1 Heading 2 Normal Find Replace Select Editing Pagraph Figure 2: Last year's Logisties Performance Data from Companies being considered Company A Proposal Company B Proposal Company C Proposal Orders Processed Annually Orders Processed Annually: Orders Processed Annually: 150,000 226,000 183,000 Orders Delivered Late: Orders Delivered Lates Orders Delivered Late; 1,050 3,250 10,120 Orders Incomplete: Orders Incomplete: Orders Incomplete: 3,300 4,680 9,600 Orders Damaged: Orders Damaged: Orders Damaged: 2,500 1,600 755 Orders Billed incorrectly: Orders Billed Incorrectly: Orders Billed Incorrectly: 5,800 6,000 Total Orders with at least one (1) Total Orders with at least one (1) Total Orders with at least one (1) issue: 8,500 issue: 12,274 Issue: 10,750 1,800 Language Fluency Since NDS offers its services in both English and French, Language Fluency, is another important criterion that NDS' management will include in their selection decision. NDS assesses Language Fluency by reviewing the total number of customer complaints for the year and comparing it to the total number of complaints that were specific to language. Figure 3 (below) presents this data from each of the three (3) companies. NDS has stipulated that language complaints must account for 5% or less of total customer complaints Figure 3: Annual Total of Customer Complaints vs Annual Total of Language Related Complaints Company A Proposal Company B Proposal Company C Proposal TOTAL COMPLAINTS: 1,054 TOTAL COMPLAINTS: 842 TOTAL COMPLAINTS: 903 LANGUAGE-RELATED LANGUAGE-RELATED LANGUAGE-RELATED SW-UESTIONS IDI W e Search Referencat Mailings Review View Help A A A A E 21 Find Heading 1 Heading 2 Normal Replace Select Faragraph Sales Editing the total number of customer complaints for the year and comparing it to the total number of complaints that were specific to language. Figure 3 (below) presents this data from each of the three (3) companies NDS has stipulated that language complaints must account for 5% or less of total customer complaints Figure 3: Annual Total of Customer Complaints vs Annual Total of Language Related Complaints Company A Proposal Company B Proposal Company Proposal TOTAL COMPLAINTS: 842 TOTAL COMPLAINTS: 1,054 TOTAL COMPLAINTS: 903 LANGUAGE-RELATED COMPLAINTS: 38 LANGUAGE-RELATED COMPLAINTS: 45 LANGUAGE-RELATED COMPLAINTS: 43 F) Using Figure 3, calculate the percentage of language-related complaints as a percentage of total complaints. You MUST show all of your calculations. (3 mark) G) After you have completed your calculations, please SCORE (from 1 to 5) the three (3) companies for Language Related Complaints. Provide a brief explanation for your scoring choices. (2 marks) OPER1160 Practical Assignment 1 Nucom Digital Services FALL 2021 Page 4 HO - AS A e-A- E-E21 Heading 1 Heading 2 Normal prind Replace Select Editing Paragraph Styles Weighted Average Matrix Now that you have completed the necessary review and analysis, NDS would like you to prepare a weighted average matrix and provide a recommendation on which Company Proposal to accept NDS management has also provided you with the level of importance that they have decided for the 3 Criteria being assessed for this decision Cost -0.25 Perfect Order Performance = 0.45 Language Fluency 0.30 TOTAL = 1.00 H) Logically applying the following Scoring Scheme at your discretion, you are asked to calculate final results and create a Weighted Average Matrix to assess and make a Final Recommendation. (8 marks) Scoring Scheme 5 = excellent 4 = good 3 = average 2 = fair 1 = poor Performance Criteria Company A score weight x score Company B score weight x score weight Company score weight x score Cost Perfect Order rences Maling Review Viuw Help A A A - E 21 Heading 1 Heading 2 Normal Find Replace Select Editing Paragraph Styles 5 + excellent 4 = good 3 average 2 = fair 1 = poor weight Company A score weight x score Company B score weight x score Company score weight x score Performance Criteria Cost Perfect Order Performance Language Fluency TOTAL 1) Based on the results from the Weighted Average Matrix, which of the three (3) Companies being considered would you recommend NDS Management select for Outsourcing? Why? (2 marks) 1) Please ensure that your full name and student number are included in the final submission (0.5 marks) TOTAL POINTS: 35 OPER1160 Practical Assignment 111 Nucom Digital Services FALL 2021 Page 5 IA FV ding A 3 21 Find Heading 1 A-33333 Heading 2 Normal Repla Seled Paragraph Styles 15 (3) companies being considered are equally suitable to meet NDS Tevel of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to calculate all associated costs for the current support desk as well as the three (3) proposals. You MUST show all of your calculations. (8 marks) B) After you have completed your calculations, please SCORE (from 1 to 5) the 3 proposals. Provide a brief explanation for your scoring choices. Remember you are NOT scoring or including the current support desk. (2 marks) OPER1160 Practical Assignment #1 Nucom Digital Services FALL 2021 Page Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Current Support Desk Costs Company A Company B Proposal Company C Proposal Modellanped Modne 09222295747 Mode.com Criteria EXCELLENT GOOD FAIL FAIL Critun con Question A2 marks each for correct totals. Partial marks for visible work point 6 points Question B1 mark for scores i mark for explanation 2 points 15 points 1 point 05 Question C2 marks each for correct totals. Portal markes for visible work points 4 points 2 point 1 point 16 Question 0.5 for each correct observation 15 1 point 0.5 points Op Opoints 115 Question 1 mark for scores 1 mark for explanation 2 points 1 O points Opons o polis Question F1 mark each for correct totals. Partial marks for visible work 3 points 2 points 1 point OS Opi Question 1 mark for scores 1 mark for explanation 2 Dont 1 point Opoints Opoints polos 6 points 4 points Question H1 mark for applying correct welichting, 2 marks x 3 for correct calculation of weight Score 1 mark for correct table format 2 points polits question mark for correct answer based on table 1 mark for explanation 2 15 ports 1 point 05 points 12 Question Includes 1. Full Name 2. Students 05 point Opis points 105 Cluse fondet Aduced the Protection and has detected any Meats it you need to edit this to click enable editing Enable Editing Introduction to Supply Chain and Operations Management OPER1160 - FALL 2021 PRACTICAL ASSIGNMENT #1 (7.5%) Nucom Digital Services (NDS) is an Internet Service Provider (ISP) that caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for it. Specifically, NDS offers state-of-the-art office applications and web-building software and design, as well as plenty of secure storage space and fast access via its high-speed servers. The territory that NDS currently serves is Ontario and Eastern Canada. It offers service in English and French Costs for an Online Support Desk One of NDS services is its support desk. The online support works as follows: Customers who are experiencing technical problems, or who simply have questions enter a one-on-one online chat room", where they can interact directly with an expert. Problems are usually resolved within 6 minutes and customers have listed it as one of the top three reasons why they retain NDS. Presently, NDS has enough capacity to handle up to 1,000,000 requests per year, although management doesn't expect the number of requests to change much from the current level of 800,000 per year. The demand for NDS service is so high that the company now has the opportunity to expand into Western Canada. However, due to its inexperience with the Western-Canadian region, NDS has decided to outsource its online support desk After putting out a bid for proposals to companies in Western Canada, NDS has short-listed three (3) proposals for consideration. Based on industry research, NDS Management has concluded that these three (3) companies being considered are equally suitable to meet NDS' level of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to rallate all acerriatornate for the current cut dock as well as the throa (nrnnncal Van Select og - A 21 Find Heading 1 A-33318 Heading 2 Normal Repla Paragraph Styles (3) companies being considered are equally suitable to meet NDS Tevel of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to calculate all associated costs for the current support desk as well as the three (3) proposals. You MUST show all of your calculations. (8 marks) B) After you have completed your calculations, please SCORE (from 1 to 5) the 3 proposals. Provide a brief explanation for your scoring choices. Remember you are NOT scoring or including the current support desk. (2 marks) OPER1160 Practical Assignment #1 Nucom Digital Services FALL 2021 Page Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Current Support Desk Costs Company A Company B Proposal Company C Proposal tences Mailings Review View Help AA ! 2-A- Heading 1 Heading 2 Normal Find Replace Select Die Paragraph Styles Editing Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Company B Proposal Company C Proposal Current Support Desk Costs Company A Proposal Personnel Costs: Personnel Cost: 40 full-time equivalent (FTE) $2,400,000 per technical experts @ $60,000 contract year per year (salary and (covers all benefits) administration and 2 supervisors @ $ 80,000 per personnel year (salary & benefits) requirements) Personnel Cost: Personnel Cost: $2,000,500 per contract year 45 full-time equivalent (covers all administration and (FTE) technical experts @ personnel requirements) $52,500 per year (salary and benefits) 2 supervisors @ $75,000 per year salary & benefits) Equipment Costs: 4 servers @ $8,000 each per year 30 PCS @ $750 each per year Equipment Costs: $67,500 per contract year (covers dedicated usage of 5 servers and 30 PCS) Equipment Costs: Equipment Costs: 3 servers $10,000 each $50,000 per per year contract year 28 PCs @ $700 each per year (covers dedicated usage of 5 servers and 40 PCS) Variable Costs: Variable Cost: $1.13 per contact (office $1.05 per contact supplies, fax paper, etc.). Use 800,000 Use 800,000 contacts per contacts per year. year Variable Cost: $1.15 per contact Use 800,000 contacts per year Variable Cost: $1.02 per contact Use 800,000 contacts per year 14 A A - E 1 - A , Heading 1 Heading 2 Normal Find Replace Select- Editing Paragraph G a Perfect Order Performance In addition to the company's regular service offerings, it also provides ISP and telecom equipment solutions for its small business customers. When a small business signs up with NDS it receives customized hardware that caters to its unique business needs. This customized hardware is scalable to meet the changing needs of small businesses. For example, as a small business grows, it often needs the hardware upgraded as well. When a small business makes a request for a hardware upgrade, NDS will process the request within 1 week and ship upgraded hardware directly to the small business. NDS will also send out a special technician to install and test the hardware. It is important that when the hardware arrives on site that no components are missing or damaged. With NDS' expansion into Western Canada, it will also require that the company they choose to outsource to is able to effectively and efficiently distribute hardware equipment and provide it to the NDS technician being dispatched for installation, Every customer order must be executed perfectly. This means every order must be 1) Delivered On Time, 2) Shipped Complete (nothing missing), 3) Nothing Damaged, and 4) the customer receives the correct Invoicing for payment. A service failure will result in customer dissatisfaction and added cost to NDS. In order to assess the three (3) companies in consideration, NDS Management has requested 1-year of Logistics Performance data from each company being considered. NDS requires a Perfect Order Percentage of at least 94%. Figure 2. summarizes the data that was provided from each company. Using Figure 2, calculate the Percentage of Perfect Orders for each of the companies being considered. You MUST show all of your calculations. (6 marks) D) Referring to just the results presented in the table (and not your Perfect Order Percentage Calculation) please list the biggest area of concern for each of the three (3) companies. (1.5 marks) E) After you have completed your calculations, please SCORE (from 1 to 5) the three (3) companies on their Perfect Order Percentages. Provide a brief explanation for your scoring choices. (2 marks) SWAMOTIONS Word e Search Hieronicas Malings Review View Help AAAASE391 Heading 1 Heading 2 Normal Find Replace Select Editing Pagraph Figure 2: Last year's Logisties Performance Data from Companies being considered Company A Proposal Company B Proposal Company C Proposal Orders Processed Annually Orders Processed Annually: Orders Processed Annually: 150,000 226,000 183,000 Orders Delivered Late: Orders Delivered Lates Orders Delivered Late; 1,050 3,250 10,120 Orders Incomplete: Orders Incomplete: Orders Incomplete: 3,300 4,680 9,600 Orders Damaged: Orders Damaged: Orders Damaged: 2,500 1,600 755 Orders Billed incorrectly: Orders Billed Incorrectly: Orders Billed Incorrectly: 5,800 6,000 Total Orders with at least one (1) Total Orders with at least one (1) Total Orders with at least one (1) issue: 8,500 issue: 12,274 Issue: 10,750 1,800 Language Fluency Since NDS offers its services in both English and French, Language Fluency, is another important criterion that NDS' management will include in their selection decision. NDS assesses Language Fluency by reviewing the total number of customer complaints for the year and comparing it to the total number of complaints that were specific to language. Figure 3 (below) presents this data from each of the three (3) companies. NDS has stipulated that language complaints must account for 5% or less of total customer complaints Figure 3: Annual Total of Customer Complaints vs Annual Total of Language Related Complaints Company A Proposal Company B Proposal Company C Proposal TOTAL COMPLAINTS: 1,054 TOTAL COMPLAINTS: 842 TOTAL COMPLAINTS: 903 LANGUAGE-RELATED LANGUAGE-RELATED LANGUAGE-RELATED SW-UESTIONS IDI W e Search Referencat Mailings Review View Help A A A A E 21 Find Heading 1 Heading 2 Normal Replace Select Faragraph Sales Editing the total number of customer complaints for the year and comparing it to the total number of complaints that were specific to language. Figure 3 (below) presents this data from each of the three (3) companies NDS has stipulated that language complaints must account for 5% or less of total customer complaints Figure 3: Annual Total of Customer Complaints vs Annual Total of Language Related Complaints Company A Proposal Company B Proposal Company Proposal TOTAL COMPLAINTS: 842 TOTAL COMPLAINTS: 1,054 TOTAL COMPLAINTS: 903 LANGUAGE-RELATED COMPLAINTS: 38 LANGUAGE-RELATED COMPLAINTS: 45 LANGUAGE-RELATED COMPLAINTS: 43 F) Using Figure 3, calculate the percentage of language-related complaints as a percentage of total complaints. You MUST show all of your calculations. (3 mark) G) After you have completed your calculations, please SCORE (from 1 to 5) the three (3) companies for Language Related Complaints. Provide a brief explanation for your scoring choices. (2 marks) OPER1160 Practical Assignment 1 Nucom Digital Services FALL 2021 Page 4 HO - AS A e-A- E-E21 Heading 1 Heading 2 Normal prind Replace Select Editing Paragraph Styles Weighted Average Matrix Now that you have completed the necessary review and analysis, NDS would like you to prepare a weighted average matrix and provide a recommendation on which Company Proposal to accept NDS management has also provided you with the level of importance that they have decided for the 3 Criteria being assessed for this decision Cost -0.25 Perfect Order Performance = 0.45 Language Fluency 0.30 TOTAL = 1.00 H) Logically applying the following Scoring Scheme at your discretion, you are asked to calculate final results and create a Weighted Average Matrix to assess and make a Final Recommendation. (8 marks) Scoring Scheme 5 = excellent 4 = good 3 = average 2 = fair 1 = poor Performance Criteria Company A score weight x score Company B score weight x score weight Company score weight x score Cost Perfect Order rences Maling Review Viuw Help A A A - E 21 Heading 1 Heading 2 Normal Find Replace Select Editing Paragraph Styles 5 + excellent 4 = good 3 average 2 = fair 1 = poor weight Company A score weight x score Company B score weight x score Company score weight x score Performance Criteria Cost Perfect Order Performance Language Fluency TOTAL 1) Based on the results from the Weighted Average Matrix, which of the three (3) Companies being considered would you recommend NDS Management select for Outsourcing? Why? (2 marks) 1) Please ensure that your full name and student number are included in the final submission (0.5 marks) TOTAL POINTS: 35 OPER1160 Practical Assignment 111 Nucom Digital Services FALL 2021 Page 5 IA FV ding A 3 21 Find Heading 1 A-33333 Heading 2 Normal Repla Seled Paragraph Styles 15 (3) companies being considered are equally suitable to meet NDS Tevel of service requirements. NDS Management has put together Figure 1, outlining the yearly costs associated its current support desk operations as well as the three (3) companies being considered. A) Using Figure 1, complete a total cost analysis based on the comparison chart. This will require you to calculate all associated costs for the current support desk as well as the three (3) proposals. You MUST show all of your calculations. (8 marks) B) After you have completed your calculations, please SCORE (from 1 to 5) the 3 proposals. Provide a brief explanation for your scoring choices. Remember you are NOT scoring or including the current support desk. (2 marks) OPER1160 Practical Assignment #1 Nucom Digital Services FALL 2021 Page Figure 1: Yearly Costs of the Present and Proposed Contact (Call) Centre Alternatives Current Support Desk Costs Company A Company B Proposal Company C Proposal Modellanped Modne 09222295747 Mode.com Criteria EXCELLENT GOOD FAIL FAIL Critun con Question A2 marks each for correct totals. Partial marks for visible work point 6 points Question B1 mark for scores i mark for explanation 2 points 15 points 1 point 05 Question C2 marks each for correct totals. Portal markes for visible work points 4 points 2 point 1 point 16 Question 0.5 for each correct observation 15 1 point 0.5 points Op Opoints 115 Question 1 mark for scores 1 mark for explanation 2 points 1 O points Opons o polis Question F1 mark each for correct totals. Partial marks for visible work 3 points 2 points 1 point OS Opi Question 1 mark for scores 1 mark for explanation 2 Dont 1 point Opoints Opoints polos 6 points 4 points Question H1 mark for applying correct welichting, 2 marks x 3 for correct calculation of weight Score 1 mark for correct table format 2 points polits question mark for correct answer based on table 1 mark for explanation 2 15 ports 1 point 05 points 12 Question Includes 1. Full Name 2. Students 05 point Opis points 105 Cluse