Understanding Customer Choices in e-Financial Services Net Present Value (NPV) / MBA Resources

Introduction to Net Present Value (NPV) - What is Net Present Value (NPV) ? How it impacts financial decisions regarding project management?

NPV solution for Understanding Customer Choices in e-Financial Services case study

At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. Understanding Customer Choices in e-Financial Services case study is a Harvard Business School (HBR) case study written by Rohit Verma, Zafar Iqbal, Gerhard Plaschka. The Understanding Customer Choices in e-Financial Services (referred as “Online Customer” from here on) case study provides evaluation & decision scenario in field of Technology & Operations. It also touches upon business topics such as - Value proposition, Customers.

The net present value (NPV) of an investment proposal is the present value of the proposal’s net cash flows less the proposal’s initial cash outflow. If a project’s NPV is greater than or equal to zero, the project should be accepted.

NPV = Present Value of Future Cash Flows LESS Project’s Initial Investment

Case Description of Understanding Customer Choices in e-Financial Services Case Study

Given the rapid increase of Web-based sales, e-services (both pure online and hybrid "clicks and mortar" market plays) face a difficult challenge: What value-added features should they offer to gain market share and profits effectively while realistically considering operational and financial constraints embedded in a perfect market paradigm? Explores similarities and differences in customer values and switching inertia between different customer segments for e-financial services in the United States. Through a national, online, customer-choice experiment involving 2,200 online customers, the authors found that customer values differ widely across segments and online features (such as availability of traditional data-quoting and buy/sell decision support services price, access to a brick-and-mortar retail outlet, and various formats of online accessibility). The results of this study have both managerial and research implications for design and operations strategy development for e-services in other industries as well.

Case Authors : Rohit Verma, Zafar Iqbal, Gerhard Plaschka

Topic : Technology & Operations

Related Areas : Customers

Calculating Net Present Value (NPV) at 6% for Understanding Customer Choices in e-Financial Services Case Study

Years              Cash Flow     Net Cash Flow     Cumulative    
Cash Flow
Discount Rate
@ 6 %
Cash Flows
Year 0 (10023310) -10023310 - -
Year 1 3467688 -6555622 3467688 0.9434 3271404
Year 2 3957734 -2597888 7425422 0.89 3522369
Year 3 3940236 1342348 11365658 0.8396 3308298
Year 4 3238237 4580585 14603895 0.7921 2564987
TOTAL 14603895 12667058

The Net Present Value at 6% discount rate is 2643748

In isolation the NPV number doesn't mean much but put in right context then it is one of the best method to evaluate project returns. In this article we will cover -

Different methods of capital budgeting

What is NPV & Formula of NPV,
How it is calculated,
How to use NPV number for project evaluation, and
Scenario Planning given risks and management priorities.

Capital Budgeting Approaches

Methods of Capital Budgeting

There are four types of capital budgeting techniques that are widely used in the corporate world –

1. Net Present Value
2. Internal Rate of Return
3. Profitability Index
4. Payback Period

Apart from the Payback period method which is an additive method, rest of the methods are based on Discounted Cash Flow technique. Even though cash flow can be calculated based on the nature of the project, for the simplicity of the article we are assuming that all the expected cash flows are realized at the end of the year.

Discounted Cash Flow approaches provide a more objective basis for evaluating and selecting investment projects. They take into consideration both –

1. Magnitude of both incoming and outgoing cash flows – Projects can be capital intensive, time intensive, or both. Online Customer shareholders have preference for diversified projects investment rather than prospective high income from a single capital intensive project.
2. Timing of the expected cash flows – stockholders of Online Customer have higher preference for cash returns over 4-5 years rather than 10-15 years given the nature of the volatility in the industry.

Formula and Steps to Calculate Net Present Value (NPV) of Understanding Customer Choices in e-Financial Services

NPV = Net Cash In Flowt1 / (1+r)t1 + Net Cash In Flowt2 / (1+r)t2 + … Net Cash In Flowtn / (1+r)tn
Less Net Cash Out Flowt0 / (1+r)t0

Where t = time period, in this case year 1, year 2 and so on.
r = discount rate or return that could be earned using other safe proposition such as fixed deposit or treasury bond rate. Net Cash In Flow – What the firm will get each year.
Net Cash Out Flow – What the firm needs to invest initially in the project.

Step 1 – Understand the nature of the project and calculate cash flow for each year.
Step 2 – Discount those cash flow based on the discount rate.
Step 3 – Add all the discounted cash flow.
Step 4 – Selection of the project

Why Technology & Operations Managers need to know Financial Tools such as Net Present Value (NPV)?

In our daily workplace we often come across people and colleagues who are just focused on their core competency and targets they have to deliver. For example marketing managers at Online Customer often design programs whose objective is to drive brand awareness and customer reach. But how that 30 point increase in brand awareness or 10 point increase in customer touch points will result into shareholders’ value is not specified.

To overcome such scenarios managers at Online Customer needs to not only know the financial aspect of project management but also needs to have tools to integrate them into part of the project development and monitoring plan.

Calculating Net Present Value (NPV) at 15%

After working through various assumptions we reached a conclusion that risk is far higher than 6%. In a reasonably stable industry with weak competition - 15% discount rate can be a good benchmark.

Years              Cash Flow     Net Cash Flow     Cumulative    
Cash Flow
Discount Rate
@ 15 %
Cash Flows
Year 0 (10023310) -10023310 - -
Year 1 3467688 -6555622 3467688 0.8696 3015381
Year 2 3957734 -2597888 7425422 0.7561 2992616
Year 3 3940236 1342348 11365658 0.6575 2590769
Year 4 3238237 4580585 14603895 0.5718 1851473
TOTAL 10450238

The Net NPV after 4 years is 426928

(10450238 - 10023310 )

Calculating Net Present Value (NPV) at 20%

If the risk component is high in the industry then we should go for a higher hurdle rate / discount rate of 20%.

Years              Cash Flow     Net Cash Flow     Cumulative    
Cash Flow
Discount Rate
@ 20 %
Cash Flows
Year 0 (10023310) -10023310 - -
Year 1 3467688 -6555622 3467688 0.8333 2889740
Year 2 3957734 -2597888 7425422 0.6944 2748426
Year 3 3940236 1342348 11365658 0.5787 2280229
Year 4 3238237 4580585 14603895 0.4823 1561650
TOTAL 9480045

The Net NPV after 4 years is -543265

At 20% discount rate the NPV is negative (9480045 - 10023310 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Online Customer to discount cash flow at lower discount rates such as 15%.

Acceptance Criteria of a Project based on NPV

Simplest Approach – If the investment project of Online Customer has a NPV value higher than Zero then finance managers at Online Customer can ACCEPT the project, otherwise they can reject the project. This means that project will deliver higher returns over the period of time than any alternate investment strategy.

In theory if the required rate of return or discount rate is chosen correctly by finance managers at Online Customer, then the stock price of the Online Customer should change by same amount of the NPV. In real world we know that share price also reflects various other factors that can be related to both macro and micro environment.

In the same vein – accepting the project with zero NPV should result in stagnant share price. Finance managers use discount rates as a measure of risk components in the project execution process.

Sensitivity Analysis

Project selection is often a far more complex decision than just choosing it based on the NPV number. Finance managers at Online Customer should conduct a sensitivity analysis to better understand not only the inherent risk of the projects but also how those risks can be either factored in or mitigated during the project execution. Sensitivity analysis helps in –

What are the uncertainties surrounding the project Initial Cash Outlay (ICO’s). ICO’s often have several different components such as land, machinery, building, and other equipment.

What can impact the cash flow of the project.

What will be a multi year spillover effect of various taxation regulations.

Understanding of risks involved in the project.

What are the key aspects of the projects that need to be monitored, refined, and retuned for continuous delivery of projected cash flows.

Some of the assumptions while using the Discounted Cash Flow Methods –

Projects are assumed to be Mutually Exclusive – This is seldom the came in modern day giant organizations where projects are often inter-related and rejecting a project solely based on NPV can result in sunk cost from a related project.

Independent projects have independent cash flows – As explained in the marketing project – though the project may look independent but in reality it is not as the brand awareness project can be closely associated with the spending on sales promotions and product specific advertising.

References & Further Readings

Rohit Verma, Zafar Iqbal, Gerhard Plaschka (2018), "Understanding Customer Choices in e-Financial Services Harvard Business Review Case Study. Published by HBR Publications.