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Activity Review

Activity Review

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Activity Review

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  1. Activity Review CMU Computer Store May 2004

  2. Activity Review Expectations • Meena wants to understand the division’s expectations for the Computer Store • How can the store be better utilized? • Rick wants to improve order status with customers

  3. Mission • To provide the campus community with a convenient and cost effective means of purchasing computer products and accessories

  4. Computer Store Staff • Sales Consultants - Jaison Palermo, Randy Bowser, Barb Fath, and Grace Rohrer • Web Design - Jaison Palermo • Purchasing - Dawn Dickinson • Accounting - Terri Price • Shipping/Receiving/Deliveries - Chuck Donofrio • Sales Manager - Harry Powell • General Manager - Rick Zuchelli

  5. Activities • Campus Computer Retailing • Project-Based Retailing • Departmental Computer Sales

  6. Campus Computer Retailing (definition) • Consult, order, track, and bill computers and related products to CMU faculty, staff, students, and departments • Primary focus “over-the-counter”, phone orders, and e-mail orders • Storefront for DSP, DataComm, Clusters, and Software Licensing

  7. Campus Computer Retailing • Over 1100 CPUs sold in 2003 through this segment of operation • Over 3300 MS Windows/Office sold in FY’04

  8. Campus Computer RetailingTrends • Increase in the number of Build-To-Order units -especially from Apple • Laptop to desktop ratio roughly 10:1 • Upward trend in the total number of units sold since FY’00

  9. Campus Computer RetailingOperational Issues • Need to address operational issues surrounding customer inquiry (Where’s my stuff?) • Need for a “Smart” sequencer to collect call statistics and distribute/capture phone calls • Need to improve the gross inefficiency in Purchasing caused by the volume of PO’s (over 2000 in FY’03) and Oracle limitations

  10. Project-Based Retailing • Usually involves unique elements like large quantities, imaging, and special tracking/billing needs • Projects typically span roughly five months • Finite duration • Transactions have retail and shipping components • Human resources are at a premium and require a significant amount of multitasking or task “slippage”

  11. Project-Based Retailing • Provide computers and related products to CMU graduate students for mandatory departmental laptop programs (Heinz/Tepper) • Incoming freshmen • CMG partners with store for installation and imaging (receives direct revenue)

  12. Project-Based Retailing • Roughly 500 CPUs sold per year plus “piling on” effect from other departmental sources

  13. Project-Based RetailingTrends • System requirements change annually • All project systems are laptops • This year’s offering includes a/b/g wireless

  14. Project-Based RetailingOperational Issues • Operational issues focus on streamlining the process of notifying customers of order status, processing transactions, and tracking • Web-based solutions?

  15. Project-Based Retailing • Dependencies include Heinz and Tepper for configurations, imaging, and price negotiations • CMG builds the machines and handles warranty issues

  16. Departmental Computer Sales • Consult, track, sell, and deliver computers and related products to CMU Departments • Primary customers are generally departmental computer facilities personnel • Administrative personnel • DSP

  17. Departmental Computer Sales • Over 1200 CPUs sold in 2003 • “Standard” configurations are common • Effective aggregation of orders on a campus-wide scale • Saving of $180,630 on Apple POs Jan.-April ‘04 (20%) • Savings of $99,866 on IBM POs Jan.-April ‘04 (23%)

  18. Departmental Computer SalesOperational Issues • Operational issues surrounding reliance on students for deliveries throughout the year • Duplication of effort (customers processing orders/requests multiple times through different staff members)

  19. Financial Summary

  20. 25% more Allocate human resources to increase productivity in Purchasing 25% less Hang myself Reallocate human resources among existing staff Live with “slippage” in customer service 25% More and Less Resources