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Bain Case 4 - Vending Machine Case
Bain Case 4 - Vending Machine Case
300
Vend International
44%
200
0
1996 1997 1998
$125
$105
Other
100 $95 $94
Repair
75 Delivery
50 SG&A
25
COGS
0
Office Vending Vend Cand & Pop Co
Services International
Source: Financial Statements & Annual Reports CHI Vending Machine Case 3
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent.
Customer satisfaction
10 10
10
9
8 8
8
7 7
6
6
5 5 5 5
4 4 4 Cand &
4 Pop Co
Vend
International
2 Office
Vending
Services
Importance
0 Price Product Variety/ Delivery Machine Complaint
Selection Reliability Service/Repair Resolution
Source: Bain Customer/Market Research for Office Vending Services (n=3500) CHI Vending Machine Case 4
This information is confidential and was prepared by Bain & Company solely for the use of our client; it is not to be relied on by any 3rd party without Bain's prior written consent.
Summary
• In a growing market, we are losing share and our costs are high
- According to customer satisfaction, we are good at what customers don’t
care about (repair), and terrible at what they care about (price)
Next Step: • What can be done to reverse the trend (i.e. why are
sales decreasing)
Variable Cost =
Price =PP
Price = Quantity
Quantity ==QQ Fixed
Fixed Cost
Cost ==FC
FC Variable Cost = VC
VC
A: No Yes! No No
4C’s
A: No Yes! Yes! No