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Dealer Services
FY11 Operating Plan Customer Touch
Confidential – For Internal Use Only
Dealer Services GroupFY ‘11 Operating Plan
2
Customer Touch – Executive Summary
Business Issues ANS Rate/Backlog Viability
ANS Rate has improved and is forecasted to continue to do so making the backlog more viable
Enterprise Sales Increased interest for full fulfillment solution (Lithia, Larry Miller,
Russ Darrow) Losses
DMS unhooks increase loss rates for Customer Touch layered apps
Aspen GM contract is negatively effecting losses Sales Risk
Increased discounting due to competitive price points Previous ANS Activity has discouraged Baseline Sales Team
Product Functionality DMS Agnostic Solution
Programs to Resolve Business Issues
Losses Continued improvement of business loss processes Increased CRC retention efforts Maximize customer’s ROI
Sales Risk Re-engage baseline sales team and RSM’s
Product Repackaging Packaging products to appeal to lower level dealer who
currently don’t qualify for tier requirements Translates in less sales discounting
DMS Agnostic Solution Develop/Acquire
Larger Sales Channel and Sales Volume
FY11 Target
FY11 Plan
FY10 Forecast
FY09 Actual
FY11 vs.FY10 FY10 vs. FY09
Total Revenue 8,185$ 8,232$ 7,470$ 5,967$ 10.2% 25.2%Processing Revenue 8,048 7,245 5,701 11.1% 27.1%One time Revenue 184 225 266 -18.4% -15.3%
Processing Margin 3,416 2,986 1,991 14.4% 50.0%Processing Margin % 42.4% 41.2% 34.9% 123 pts 629 pts
NOI 616$ 614$ 385$ (187)$ 59.8% 305.6%
NOI % 7.5% 7.5% 5.1% -3.1% 232 pts 828 pts
Total Headcount 45 42 40 7.1% 5.0%Avg Rev/Avg HC 183$ 178$ 149$ 2.9% 19.2%Avg Labor/Avg HC 94$ 96$ 105$ -2.3% -7.9%Sales QC (net) (000's) 3,761$ 2,344$ 3,427$ 60.5% -31.6%Sales units (net) 688 542 856 26.8% -36.6%Install Units 714 673 864 6.2% -22.1%Install Recurring (000's) 290$ 310$ 379$ -6.5% -18.1%Loss % 32.9% 37.2% 50.0% -435 pts -1279 ptsBacklog 202 228 359 -11.6% -36.4%
Financial ResultsGrowth
Dealer Services GroupFY ‘11 Operating Plan
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Risks and Opportunities
Degree
Rev NOI Rev NOISales Risk M edium (390) (199) - - Backlog Viability M edium 98 50 Losses M edium (200) (102) Enterprise Sales M edium 225 115 Credits M edium (100) (100)
Net Position (367.5) (236.9)
Sales Risk if sales decline in FY11 as compared to FY10
Backlo g Viab ility Planning 30% ANS Rate, Opportunity is 25%
Risk Opportunity
Dealer Services GroupFY ‘11 Operating Plan
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Dealer Services 4
FY10 to FY11 Roll Forward
FY10 Forecast Revenue NOI
7,470$ 385$
Price Increase on existiing base 1.4% 108 108
Installs (annualized) (avg. $24K p/m in new monthlies) 1,872 1,872
Losses (annualized) avg. loss % = 32.9%, FY10 Avg loss % =37.9% (1,429) (1,429)
Conversion Loss = 3% (146) (146)
Install Fees 30 30
Credits FY11 Avg. Credit % = 3.6%, FY 10 Avg. Credit % = 4.9% 75 75
Bow Wave/Waterfall effect from prior periods 250 250
3rd Party Vendor Cost year over year (302)
Labor Related
Fringe Rate Impact (43)
Bonus 5
HC Additions (Full Year Impact of FY 10 Additions + FY11 Adds) (266)
Depreciation/Misc Expense 77
FY11 Operating Plan 8,232$ 614$
Dealer Services GroupFY ‘11 Operating Plan
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Financial Change vs. Strat
Strat Plan Variances Revenue
Step-0ff - $350K (U) Installs - $20K (F) Losses - $60K (F) Credits - $20K (F)
Direct Expense 3rd Party Vendor Expense $130K (U)
Standard Register $100K (U) direct mail cost adjusted to match last 90 day transactional run-rate
Hiring Delay $50K (F) Indirect Expense
T&E adjusted to FY10 run rate $25K (F) Depreciation $10K (F)
SWIT Expense Hiring Delay $75K (F)
Selling Expense Hiring Delay $55K (F)
R&D Expense Labor $5K (F) Consulting Expense $5K (F)
Rev NOI
FY11 Strategic Plan 8,497$ 705$
Revenue (264) (264)Direct Expense (72)Indirect Expense 35SWIT Expense 76Selling Expense 125 R&D Expense 9
FY11 Operating Plan 8,232$ 614$
Full Year (000's)
Dealer Services GroupFY ‘11 Operating Plan
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Loss Rate Metrics
FY09 Actual FY10 Fcst FY11 PlanFY10 vs.
FY09FY09 vs.
FY08 Commentary: Reason for Change
Bankruptcy / OOB Site Counts 27 12 24 100% -56%
Loss Rate PercentBankruptcy 2.5% 0.8% 1.6% 100% -68%Dropped Apps 0.0% 0.0% 0.0% 0% 0%*Competitive 47.5% 35.8% 31.3% -13% -25%
Total True Loss Rate 50.0% 36.6% 32.9% -10% -27%
Conversion 1.8% 2.2% 3.4% 55% 22%Total Overall Loss Rate 51.8% 38.8% 36.3% -6% -25%
Loss Rate Amount (000's)Bankruptcy 12.4 5.1 10.4 106% -59%Dropped Apps - - - 0% 0%*Competitive 229.8 216.8 203.6 -6% -6%
Total True Losses 242.2 221.8 214.0 -4% -8%
Conversion 19.0 11.5 22.6 97% -39%Total Losses 261.2 233.3 236.6 1% -11%
*Discontinued and Back to Manual under Competitiv e
Growth %
Dealer Services GroupFY ‘11 Operating Plan
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Financial Summary
Var FY09 Growth Var FY09 Growth Var FY09 Growth FY11 GrowthActual Plan F/(U) Actual % Actual Plan F/(U) Actual % FCST Plan F/(U) Actual % Plan %
Total Revenue 4,904$ 4,619$ 285$ 3,794$ 29% 2,566$ 2,790$ (224)$ 2,173$ 18% 7,470$ 7,409$ 61$ 5,967$ 25% 8,232$ 10.2%
Onsite 4,770 4,443 326 3,631 31% 2,475 2,702 (227) 2,070 20% 7,245 7,145 99 5,701 27% 8,048 11%Direct Costs
Labor 219 214 5 158 38% 135 136 (1) 111 21% 353 350 4 270 31% 434 23%Other Expenses 2,187 2,060 126 1,732 26% 1,013 1,123 (110) 933 9% 3,199 3,183 16 2,665 20% 3,501 9%
Direct Costs 2,405 2,274 131 1,890 27% 1,148 1,259 (111) 1,044 10% 3,553 3,533 20 2,935 21% 3,936 11%
Gross Profit 2,365 2,169 195 1,741 36% 1,327 1,443 (116) 1,025 29% 3,692 3,612 79 2,766 33% 4,113 11%GP % 50% 49% 1% 48% 3% 54% 53% 0% 50% 8% 51% 51% 0% 49% 5% 51% 0%Indirect Costs
Labor 372 362 10 375 -1% 185 187 (2) 182 2% 557 549 8 558 0% 558 0%Other Expenses 104 95 8 139 -25% 45 46 (1) 79 -43% 149 142 7 218 -32% 139 -6%
Indirect Costs 476 457 19 514 -7% 230 233 (3) 261 -12% 706 691 16 775 -9% 697 -1%PM 1,889 1,712 177 1,227 54% 1,097 1,210 (113) 764 44% 2,986 2,922 64 1,991 50% 3,416 14%PM % 40% 39% 1% 34% 17% 44% 45% 0% 37% 20% 41% 41% 0% 35% 18% 42% 3%
OEM Revenue 134 176 (42) 162 -17% 91 88 3 103 -12% 225 264 (39) 266 -15% 184 -18%
SWIT CostsLabor 812 852 (40) 555 46% 473 470 3 380 25% 1,285 1,322 (36) 935 38% 1,523 19%Other Expenses 18 9 10 (12) 257% 12 5 8 (7) 289% 30 13 17 (18) 268% 16 -48%
SWIT Costs 830 860 (30) 543 53% 485 475 11 373 30% 1,316 1,335 (19) 916 44% 1,539 17%Selling Costs
Labor 187 190 (2) 201 -7% 69 98 (29) 106 -34% 257 288 (31) 306 -16% 178 -31%Other Expenses 37 36 1 26 42% 11 18 (7) 14 -24% 47 54 (7) 40 -19% 39 -17%
Selling Costs 224 226 (2) 226 -1% 80 116 (36) 120 -33% 304 342 (38) 346 -12% 217 -29%NET NBM (920) (910) (10) (607) -51% (475) (503) 28 (389) -22% (1,395) (1,413) 18 (997) -40% (1,572) 13%NBM % -686% -517% -169% -374% -83% -522% -571% 50% -377% -38% -619% -535% -84% -375% -65% -855% 38%
R&D CostsLabor 662 667 (5) 658 1% 248 344 (96) 334 -26% 910 1,012 (101) 992 -8% 937 3%Other Expenses 142 134 8 127 12% 154 67 87 62 147% 296 201 95 189 57% 292 -1%
R&D Costs 804 802 3 785 2% 402 411 (9) 396 1% 1,206 1,213 (7) 1,181 2% 1,229 2%
ADP NOI bef GW 164 0 164 (166) 199% 220 296 (76) (22) 1115% 385 296 88 (187) 305% 614 60%ADP NOI bef GW% 3% 0% 3% -4% 177% 9% 11% -2% -1% 959% 5% 4% 1% -3% 264% 7% 45%
GW/Special Charges 0 0 0 0 0% 0 0 0 0 0% 0 0 0 0 0% 0 0%
ADP NOI 164$ 0$ 164$ (166)$ 199% 220$ 296$ (76)$ (22)$ 1115% 385$ 296$ 88$ (187)$ 305% 614$ 60%
NOI MARGIN % 3% 0% 3% -4% 177% 9% 11% -2% -1% 959% 5% 4% 1% -3% 264% 7% 45%
Key StatisticsTotal Headcount 41 42 (1) 38 8% 42 42 0 38 11% 42 42 0 38 11% 45 6%Sales QC (net) (000's) 1,118 3,695 (2,577) 3,007 -63% 1,226 1,847 (621) 1,901 -36% 2,344 5,542 (3,198) 4,908 -52% 3,761 60%Sales Units 351 478 (127) 682 -49% 191 321 (130) 174 10% 542 799 (257) 856 -37% 688 27%Install Units 421 507 (86) 357 18% 252 369 (117) 507 -50% 673 876 (203) 864 -22% 714 6%Install Recurring (000's) 208 306 (98) 235 -11% 102 211 (109) 144 -29% 310 517 (207) 379 -18% 290 -6%Loss % 36.6% 48.6% -12.0% 62.1% -41% 45.0% 48.6% -48.6% 51.2% 12% 37.2% -48.6% 85.8% 50.0% -26% 32.9% -12%
HeadCountDirect 8 8 0 6 33% 8 8 0 6 33% 8 8 0 6 33% 9 13%Indirect 3 3 0 3 0% 3 3 0 3 0% 3 3 0 3 0% 3 0%SWIT 17 17 0 15 13% 18 17 1 15 20% 18 17 1 15 20% 20 8%Selling 1 2 (1) 2 -50% 1 2 (1) 2 -50% 1 2 (1) 2 -50% 1 0%R&D 12 12 0 12 0% 12 12 0 12 0% 12 12 0 12 0% 12 0%Total Headcount 41 42 (1) 38 8% 42 42 0 38 11% 42 42 0 38 11% 45 6%
FY11Feb YTD Balance of Year Full YearFY10 FY10 FY10
Dealer Services GroupFY ‘11 Operating Plan
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Quarterly Financial Detail
FY11 FY10 Grwth% FY11 FY10 Grwth% FY11 FY10 Grwth% FY11 FY10 Grwth% FY11 FY10 $ %
Total Revenue $2,019 $1,803 12% $2,042 $1,911 7% $2,049 $1,814 13% $2,122 $1,942 9% $8,232 $7,470 $762 10%
Onsite 1,968 1,734 13% 2,001 1,866 7% 2,008 1,775 13% 2,072 1,870 11% 8,048 7,245 804 11%0 0Direct Costs
Labor 99 65 53% 110 89 24% 110 94 17% 115 106 9% 434 353 81 23%Other Expenses 840 800 5% 870 839 4% 886 764 16% 905 796 14% 3,501 3,199 302 9%
Direct Costs 939 865 9% 980 928 6% 996 858 16% 1,020 902 13% 3,936 3,553 383 11%
Gross Profit 1,029 869 18% 1,021 938 9% 1,011 918 10% 1,051 968 9% 4,113 3,692 421 11%
GP % 52.3% 50.1% 4.3% 51.0% 50.3% 1.5% 50.4% 51.7% -2.5% 50.8% 51.8% -1.9% 51.1% 51.0% 0.1% 0.3%Indirect Costs
Labor 143 143 0% 137 137 0% 139 139 0% 139 139 0% 558 557 0 0%Other Expenses 35 43 -17% 35 32 9% 35 36 -4% 35 38 -9% 139 149 (10) -6%
Indirect Costs 179 186 -4% 171 169 2% 173 175 -1% 174 177 -2% 697 706 -9 -1%PM 850 683 24% 850 769 11% 838 743 13% 878 791 11% 3,416 2,986 430 14%PM % 43% 39% 10% 42% 41% 3% 42% 42% 0% 42% 42% 0% 42% 41% 1% 3%
OEM Revenue 51 69 -26% 41 45 -10% 42 39 7% 50 72 -30% 184 277 (93) -34%
SWIT CostsLabor 353 295 20% 372 298 25% 390 335 16% 409 357 14% 1,523 1,285 238 19%Other Expenses 4 12 -70% 4 11 -65% 4 4 14% 4 4 17% 16 30 (14) -48%
SWIT Costs 356 306 16% 375 309 21% 394 339 16% 413 361 14% 1,539 1,316 223 17%Selling Costs
Labor 44 72 -39% 44 74 -41% 44 58 -24% 46 53 -13% 178 257 (79) -31%Other Expenses 10 12 -13% 12 17 -29% 9 10 -5% 8 9 -11% 39 47 (8) -17%
Selling Costs 54 84 -35% 56 91 -39% 53 67 -21% 54 62 -13% 217 304 -87 -29%NET NBM (360) (321) -12% (391) (355) -10% (406) (367) -11% (417) (351) -19% (1,572) (1,343) (229) -17%NBM % -708% -467% -52% -956% -786% -22% -970% -936% -4% -827% -488% -70% -855% -485% -370% -76%
R&D Costs `Labor 231 226 3% 231 226 3% 231 226 3% 242 233 4% 937 910 26 3%Other Expenses 74 73 1% 73 78 -6% 73 73 0% 73 73 0% 292 296 (4) -1%
R&D Costs 305 298 2% 305 304 0% 304 298 2% 315 306 3% 1,229 1,206 22 2%
ADP NOI bef GW 185 64 191% 155 110 41% 128 78 65% 146 134 9% 614 385 230 60%ADP NOI bef GW% 9% 4% 160% 8% 6% 32% 6% 4% 46% 7% 7% 0% 7% 5% 2% 45%
GW/Special Charges 0 0 0% 0 0 0% 0 0 0% 0 0 0% 0 0 0 0%
ADP NOI $185 $64 191% $155 $110 41% $128 $78 65% $146 $134 9% $614 $385 $230 60%
NOI MARGIN % 9% 4% 160% 8% 6% 32% 6% 4% 46% 7% 7% 0% 7% 5% 2% 45%Key StatisticsSales QC (net) (000's) 660$ (37)$ 1885% 668$ 835$ -20% 1,014$ 583$ 74% 1,419$ 963$ 47% 3,761$ 2,344$ 1,417$ 60%Sales Units (net) 122 62 -96% 121 173 -30% 190 163 16% 255 144 77% 688 542 146 27%Install Units 197 220 -10% 160 127 26% 160 109 47% 197 217 -9% 714 673 41 6%Install Recurring (000's) 80 111 -29% 65 62 5% 66 55 19% 80 82 -2% 290 310 (20) -6%Loss % 34.0% 52.7% -36% 33.2% 21.4% 55% 32.5% 43.3% -25% 31.7% 31.4% 1% 32.9% 37.2% -4.4% -12%HeadCountDirect 8 5 60% 9 7 29% 9 7 29% 9 8 13% 9 8 1 13%Indirect 3 3 0% 3 3 0% 3 3 0% 3 3 0% 3 3 0 0%SWIT 18 15 17% 19 17 9% 20 18 8% 20 18 8% 20 18 2 8%Selling 1 2 -50% 1 2 -50% 1 1 0% 1 1 0% 1 1 0 0%R&D 12 12 0% 12 12 0% 12 12 0% 12 12 0% 12 12 0 0%Total Headcount 42 37 12% 44 41 6% 45 41 9% 45 42 6% 45 42 3 6%
GrowthQ1 Q2 Q3 Q4 Full Year
Dealer Services GroupFY ‘11 Operating Plan
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Quarterly Headcount Detail
Headcount Adds
• 3 headcount adds in FY11 – 2 VMR’s, and 1 fulfillment specialist to support Managed Campaigns.
FY11 FY10 Grwth FY11 FY10 Grwth FY11 FY10 Grwth FY11 FY10 Grwth FY11 FY10 Grwth
Direct 8 5 60% 9 7 29% 9 7 29% 9 8 13% 9 8 13%G&A 3 3 0% 3 3 0% 3 3 0% 3 3 0% 3 3 0%SWIT 18 15 17% 19 17 9% 20 18 8% 20 18 8% 20 18 8%Selling 1 2 -50% 1 2 -50% 1 1 0% 1 1 0% 1 1 0%R&D (India) 12 12 0% 12 12 0% 12 12 0% 12 12 0% 12 12 0%Total 42 37 12% 44 41 6% 45 41 9% 45 42 6% 45 42 6%
Total Revenue $2,019 $1,803 12% $2,042 $1,911 7% $2,049 $1,814 13% $2,122 $1,942 9% $8,232 $7,470 10%Revenue per Head 48.64 48.73 0% 46.94 46.60 1% 46.06 44.26 4% 47.68 46.23 3% 184.99 177.85 4%
Total Expense $1,834 $1,739 5% $1,887 $1,801 5% $1,921 $1,737 11% $1,976 $1,808 9% $7,618 $7,085 8%Exp per Avg HC 44.18 47.01 -6% 43.38 43.92 -1% 43.17 42.36 2% 44.40 43.05 3% 171.18 168.70 1%
Total Labor Exp $871 $800 9% $893 $823 9% $914 $851 7% $914 $889 3% $3,592 $3,363 7%Labor Exp per Avg HC 20.98 21.63 -3% 20.54 20.08 2% 20.54 20.76 -1% 20.54 21.16 -3% 19.42 18.91 3%
# of Contractors 1 2 -50% 1 2 -50% 1 2 -50% 1 1 0% 4 7 -43%Contractor Exp $11 $20 -48% $11 $20 -48% $11 $20 -48% $11 $11 0% $42 $71 -41%
*includes 5 R&D Heads for India
Q1 Q2 Q3 Q4 Full Year
Dealer Services GroupFY ‘11 Operating Plan
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Margin Improvement Initiatives
(Full Year) (000's) NOI $'sNOI
Contribution %
FY11 Plan Margin Improvements
Item 1 Monthly audits comparing transactions against billing 31.0$ 0.37%Item 2 Re-evaluating active base pricing tiers 50.0$ 0.60%Item 3 Continuous Vendor Contract Reviews
Comments Reduce credits by conducting manual monthly audits to compare transactions to billing. Analyzing current customers tier positioning to maximize margin and product delivery
Dealer Services GroupFY ‘11 Operating Plan
11
Capital
Comments
Laptops – 2 New Laptops for new associates and 6 Replacement laptops for current associates Servers – 2 servers replacing obsolete servers, 2 Intelligent Marketing Servers, Replacement
Development/QA server
CAPITAL PLANNING FY11 SUMMARY BY QUARTER
COUNTRY: US
CURRENCY: US
BUSINESS UNIT #: 1800
BUS UNIT NAME: CUSTOMERTOUCH
PREFIX: 3050
CONTACT NAME: DEBRA BAKER
THIS SECTION WILL FILL IN AUTOMATICALLY.
CLASS ASSET CATEGORY Q1 Q2 Q3 Q4 TOTAL
60 DATA PROCESSING EQUIP - CLIENT - - - - - 62 BUILDINGS (SHELL) - - - - - 63 BUILDING IMPROVEMENTS (INTERIOR) - - - - - 64 LEASEHOLD IMPROVEMENTS - - - - - 65 DATA PROCESSING EQUIP - INTERNAL 30,500 22,500 - 53,000 66 OFFICE MACHINES - - - - - 67 AUTOMOBILES - - - - - 68 FURNITURE & FIXTURES - - - - - 70 LAPTOPS 15,000 12,500 - 27,500 71 VOICE COMMUNICATIONS - - - - - 72 DATA COMMUNICATIONS - - - - - 75 SPARES - - - - - 76 SOFTWARE - - - - -
TOTAL - 45,500 35,000 - 80,500
FY11
Dealer Services GroupFY ‘11 Operating Plan
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Contingency
Rev NOI Priority
Comment on Potential Impact Risk
on FY11
Next Best Sacrifices (000's) Currently in plan: to be eliminated
***
Next Best Investments (000's) Currently not in plan: potential inclusion
* 1
* Hire Additional Install Resources to attack Managed Campaigns 2
***
Total - -
DMS Agnostic Solution
Dealer Services GroupFY ‘11 Operating Plan
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Appendix
Dealer Services GroupFY ‘11 Operating Plan
14
Functional View
($000's)FY09
(Actual)FY10
(Forecast) FY11 (Plan) Comments as appropriate
Total ADP Headcount 6 8 9 % change 33.3% 12.5%
Total Expense 2,935 3,553 3,936 % change 21.1% 10.8%
Associated Revenue 5,701 7,245 8,048 % change 27.1% 11.1%
Expense % of Revenue 51.5% 49.0% 48.9%
Total ADP Labor Expense 270 353 434 % change 31.1% 22.9%% total 9.2% 9.9% 11.0%Avg LE per ADP HC 45 44 48
Total Contractor Expense 30 60 80 % change 100.0% 33.3%% total 1.0% 1.7% 2.0%
Dealer Services GroupFY ‘11 Operating Plan
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Indirect View
($000's)FY09
(Actual)FY10
(Forecast) FY11 (Plan) Comments as appropriate
Total ADP Headcount 3 3 3 % change 0.0% 0.0%
Total Expense 775 706 697 % change -8.9% -1.3%
Associated Revenue 5,967 7,470 8,232 % change 25.2% 10.2%
Expense % of Revenue 13.0% 9.5% 8.5%
Total ADP Labor Expense 558 557 558 % change -0.1% 0.1%% total 71.9% 78.9% 80.0%Avg LE per ADP HC 186 186 186
Total Contractor Expense 0 0 0 % change 0.0% 0.0%% total 0.0% 0.0% 0.0%
Dealer Services GroupFY ‘11 Operating Plan
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Sales View
($000's)FY09
(Actual)FY10
(Forecast) FY11 (Plan) Comments as appropriate
Total ADP Headcount 2 2 1 % change -10.0% -44.4%
Total Expense 346 304 217 % change -12.1% -28.7%
Associated Revenue 5,967 7,470 8,232 % change 25.2% 10.2%
Expense % of Revenue 5.8% 4.1% 2.6%
Total ADP Labor Expense 306 257 178 % change -16.2% -30.9%% total 88.5% 84.4% 81.8%Avg LE per ADP HC 153 143 178
Total Contractor Expense 0 0 0 % change 0.0% 0.0%% total 0.0% 0.0% 0.0%
Dealer Services GroupFY ‘11 Operating Plan
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SWIT View
($000's)FY09
(Actual)FY10
(Forecast) FY11 (Plan) Comments as appropriate
Total ADP Headcount 15 18 20 % change 20.0% 8.3%
Total Expense 916 1,316 1,539 Growth is the impact of full year HC additions% change 43.6% 17.0%
Associated Revenue 5,967 7,470 8,232 % change 25.2% 10.2%
Expense % of Revenue 15.4% 17.6% 18.7%
Total ADP Labor Expense 935 1,285 1,523 % change 37.5% 18.5%% total 102.0% 97.7% 99.0%Avg LE per ADP HC 62 71 78
Total Contractor Expense 0 0 0 % change 0.0% 0.0%% total 0.0% 0.0% 0.0%
Dealer Services GroupFY ‘11 Operating Plan
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R&D View
($000's)FY09
(Actual)FY10
(Forecast) FY11 (Plan) Comments as appropriate
Total ADP Headcount 12 12 12 HC includes 5 India Heads% change 0.0% 0.0%
Total Expense 1,181 1,206 1,229 % change 2.1% 1.9%
Associated Revenue 5,967 7,470 8,232 % change 25.2% 10.2%
Expense % of Revenue 19.8% 16.2% 14.9%
Total ADP Labor Expense 992 910 937 % change -8.2% 2.9%% total 1 1 1Avg LE per ADP HC 83 76 78
Total Contractor Expense 90 90 90 % change 0.0% 0.0%% total 0 0 0
Dealer Services GroupFY ‘11 Operating Plan
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Organizational Chart con’d
Bill ReillyGeneral ManagerDigital Solutions
Larry CochranVice President Digital Marketing
Hoffman Estates
Tom NitchVMR Manager
Hoffman Estates
Lisa WolterClient Mktg Prog Rep
Hoffman Estates
Cory LiebgottClient Mktg Prog Rep
Hoffman Estates
Angelika WilkClient Mktg Prog Rep
Hoffman Estates
Tracy ButerbaughClient Mktg Prog Rep
Hoffman Estates
Katie WaldronClient Mktg Prog Rep
Hoffman Estates
Neil RolandClient Mktg Prog Rep
Hoffman Estates
Jon AdersonClient Mktg Prog Rep
Hoffman Estates
Brandi HeuerClient Mktg Prog Rep
Hoffman Estates
David HananiaVMAR
Hoffman Estates
Melissa FritzVMAR
Hoffman Estates
Jennifer OberClient Mktg Prog Rep
Hoffman Estates
Laurie DuffProject Manager
Oregon
Tom MorelliDA Ops
Supervisor
Katie-Lyn MerollaDA Analyst
Christopher WrightDA Analyst
Ken PendergastDA AnalystContractor
Justin StanleyDA Analyst
Jean WongDA Analyst
Max JohnsonSEO Analyst
Thomas DiSantoDA Analyst
Stephane JohnsonDA Analyst
Vincent OliverBZ Region Client Mgr.
Central
Patrick MoranBZ Region Client Mgr.
Southeast
Gary MontoyaRegion Client Mgr.
West
Rick FriedmanRegion Client Mgr.
Northeast
Dealer Services GroupFY ‘11 Operating Plan
20
Organizational Chart con’d
Bill ReillyGeneral Manager
Debbie BakerDir Ops
Annette StronzProject Manager
Darcey Chambers-SmithGraphic Artist
Conni SchubertGraphic Artist
Pegeen HoltaneGraphic Art- Contr
Michael QuezadaClient Mktg Prog
Antonio RodriguezClient Mkt Prog
Frank EspinoClient Mkt Progr
Christy CoulterProject Specialist
Ken AlirieProject Specialist
Daryl HudsonProject Specialist
Ed McCombProject Specialist
Emily PauliImpl. Coordinator - Contr
Dealer Services GroupFY ‘11 Operating Plan
21
P & O Expenses
FY09 Actual
FY10 Forecast
FY11 Plan
Growth FY10
Growth FY11
Total P&O by Expense TypeLease 36 65 71 81.7% 8.3%
Total Expense By Type 36 65 71 81.7% 8.3%
Square Footage N/A N/A N/A 0.0% 0.0%
Headcount at Site 38 42 45 10.5% 6.0%
N/A - Crosscharge for Hoffman Office Space and Smartshored associates