Expurma Case Study

De Ocampo, Miguel

Ikemura, Steven

Singson, Charlene

Ty, Kenneth

Cottrill Case Study 1

1. Problem:

Will Cottrill continue using the services of Tallant, or shift to the services Saxton has to offer?

2. Decision criteria:

Criteria | Weight | Evaluation |

| | Tallant | Rating | Score | Saxton | Rating | Score |

1. Cost | 0.4 | * Tallant’s costly because they already made a name in the industry. * Tallant’s service is expensive but it’s proven and tested already. | 3 | 1.2 | * Saxton offers a simpler fee structure * they also offer a lower overall cost * Saxton’s cost is cheap but Judy might pay the whole amount for nothing if it fails. * Price wise Cottrill will save $5244.00 per year if they chose Saxton over Tallant. | 5 | 2 |

2. Customer Service | 0.3 | * Tallant did not provide Cottrill with a designated service representative * Judy is dissatisfied because she spends too much time on the phone arranging the orders and it takes Tallant a month to respond * It’s an issue if Cottrill was put on hold during an emergency | 2 | 0.6 | * Saxton has Natalie as the service representative for Cottrill * Judy can contact Natalie directly through email or phone if an issue arises - Saxton is more hands on that Tallant. - Cottrill will also have a direct person of contact at Saxton which seems to be a very attractive option. However, the direct contact Natalie Hopkins is a sales representative who might not be much aware of the technical issues which the pager might have and in real time situations Natalie might also need to call or email an expert which might take the same amount of time as the customer service in Tallant. | 4 | 1.2 |

3. Reputation | 0.2 | * Tallant is a large international company * They have been partners for the last 12 years, Cottrill has continued to experience a lot of downtimes due to the inconsistency of the service provided by Tallant. | 3 | 0.6 | * Since the company...