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Cost Benefit Analysis Solution Evaluation

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Management
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Grand Canyon University
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Call Center Project Title CRM Rules for CCR Quality Solution Title/Description Sponsor C O S T S 1 2 3 4 CC Manager Project Manager J Doe Timeframe for CBA (in months) 12 Estimated cost/savings year one (maximum 12) 5 Average labor cost (hourly / daily) $23.00 Assumptions/Comments 1 2 3 4 5 6 7 1 2 3 4 B E N E F I T S 1 2 3 4 1 2 3 4 1.80 Benefit-cost ratio Monthly payback period 6.7 Cost/Benefit $, hours, units E.g.: $/unit Unit Entry/Quantity $ Final/Total Implementation costs (one time) 8,000 Update rules in CRM 8,000 0 Ongoing costs (monthly) >>>Total Costs (monthly) 667 1,200 Hard and soft savings (monthly) Saving from reduced calls Saving from reduced QC Calls QC 5000 500 1,000 200 0 Savings (one time) >>>Total benefits (monthly) 1,200 667 Monthly payback Net cash flow 0 6.7 1,200 Net gains ROI Year-1/partial year Description Year-2 Year-3 3,333 11,333 19,333 6,000 20,400 34,800 2,667 9,067 15,467 Cost to update rules 80.0% Project Title Walmart CRM Solution Title/Description C O S T S 1 2 Training Employees 3 Sponsor 4 Human Resource Manager Project Manager 1 Gilbert Johnson 2 Timeframe for CBA (in months) 3 4 4 Estimated cost/savings year one (maximum 12) 5 Average labor cost (hourly / daily) $12.00 Assumptions/Comments 1 The existing labor is retained B E N E F I T S 1 2 3 4 2 All employees are computer literate 3 Company is not making profit/loss 1 4 2 5 3 6 4 7 1.30 Benefit-cost ratio M ...
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