Comfort Class Transport: Does Customer Service Need an Overhaul? 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 Comfort Class Transport: Does Customer Service Need an Overhaul? case study

At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. Comfort Class Transport: Does Customer Service Need an Overhaul? case study is a Harvard Business School (HBR) case study written by Michael J. Roberts, Paul E. Morrison. The Comfort Class Transport: Does Customer Service Need an Overhaul? (referred as “Call Center” from here on) case study provides evaluation & decision scenario in field of Technology & Operations. It also touches upon business topics such as - Value proposition, Customer service, Economy.

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

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Case Description of Comfort Class Transport: Does Customer Service Need an Overhaul? Case Study

The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with prospective customers, scheduling pickups, providing pricing, confirming appointments, and handling billing inquiries. Customers have complained about extended wait times to speak with someone and about abandoned calls. On the other hand, customer satisfaction with the firm's fleet vehicles and drivers is extremely high. The general manager worries that call center service quality will limit the company's ability to expand operations into new markets. The company's founder has asked the general manager to look into the problems and propose solutions. Students must analyze the capacity utilization and demand for the call center while also considering the costs of problems including abandoned calls.

Case Authors : Michael J. Roberts, Paul E. Morrison

Topic : Technology & Operations

Related Areas : Customer service, Economy

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Calculating Net Present Value (NPV) at 6% for Comfort Class Transport: Does Customer Service Need an Overhaul? Case Study

Years	Cash Flow	Net Cash Flow	Cumulative     Cash Flow	Discount Rate @ 6 %	Discounted Cash Flows
Year 0	(10011407)	-10011407	-	-
Year 1	3448474	-6562933	3448474	0.9434	3253277
Year 2	3958486	-2604447	7406960	0.89	3523038
Year 3	3945908	1341461	11352868	0.8396	3313060
Year 4	3228890	4570351	14581758	0.7921	2557583
TOTAL			14581758		12646960

The Net Present Value at 6% discount rate is 2635553

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.

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Capital Budgeting Approaches

Methods of Capital Budgeting

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

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

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

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Formula and Steps to Calculate Net Present Value (NPV) of Comfort Class Transport: Does Customer Service Need an Overhaul?

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 Call Center 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 Call Center 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 %	Discounted Cash Flows
Year 0	(10011407)	-10011407	-	-
Year 1	3448474	-6562933	3448474	0.8696	2998673
Year 2	3958486	-2604447	7406960	0.7561	2993184
Year 3	3945908	1341461	11352868	0.6575	2594499
Year 4	3228890	4570351	14581758	0.5718	1846128
TOTAL					10432484

The Net NPV after 4 years is 421077

(10432484 - 10011407 )

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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 %	Discounted Cash Flows
Year 0	(10011407)	-10011407	-	-
Year 1	3448474	-6562933	3448474	0.8333	2873728
Year 2	3958486	-2604447	7406960	0.6944	2748949
Year 3	3945908	1341461	11352868	0.5787	2283512
Year 4	3228890	4570351	14581758	0.4823	1557142
TOTAL					9463331

The Net NPV after 4 years is -548076

At 20% discount rate the NPV is negative (9463331 - 10011407 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Call Center 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 Call Center has a NPV value higher than Zero then finance managers at Call Center 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 Call Center, then the stock price of the Call Center 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 Call Center 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 key aspects of the projects that need to be monitored, refined, and retuned for continuous delivery of projected cash flows.

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.

Understanding of risks involved in the project.

What can impact the cash flow of the project.

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

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.

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Negotiation Strategy of Comfort Class Transport: Does Customer Service Need an Overhaul?

References & Further Readings

Michael J. Roberts, Paul E. Morrison (2018), "Comfort Class Transport: Does Customer Service Need an Overhaul? Harvard Business Review Case Study. Published by HBR Publications.