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Zappos Customer Loyalty Team 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 Zappos Customer Loyalty Team case study


At Oak Spring University, we provide corporate level professional Net Present Value (NPV) case study solution. Zappos Customer Loyalty Team case study is a Harvard Business School (HBR) case study written by Scott Carter, Tim Laseter. The Zappos Customer Loyalty Team (referred as “Zappos Shifts” from here on) case study provides evaluation & decision scenario in field of Leadership & Managing People. It also touches upon business topics such as - Value proposition, .

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 Zappos Customer Loyalty Team Case Study


Each month the management team at Zappos developed a new calendar based on internal growth forecasts and projected incoming calls. Before the beginning of each month, employees would bid on time slots, and those with the longest history of working at the company got priority in choosing shifts. But not everyone agreed that this was the most appropriate method to allocate daily shifts.


Case Authors : Scott Carter, Tim Laseter

Topic : Leadership & Managing People

Related Areas :




Calculating Net Present Value (NPV) at 6% for Zappos Customer Loyalty Team Case Study


Years              Cash Flow     Net Cash Flow     Cumulative    
Cash Flow
Discount Rate
@ 6 %
Discounted
Cash Flows
Year 0 (10014086) -10014086 - -
Year 1 3472766 -6541320 3472766 0.9434 3276194
Year 2 3961819 -2579501 7434585 0.89 3526005
Year 3 3937896 1358395 11372481 0.8396 3306333
Year 4 3249978 4608373 14622459 0.7921 2574287
TOTAL 14622459 12682820




The Net Present Value at 6% discount rate is 2668734

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

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 Zappos Shifts 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. Zappos Shifts shareholders have preference for diversified projects investment rather than prospective high income from a single capital intensive project.






Formula and Steps to Calculate Net Present Value (NPV) of Zappos Customer Loyalty Team

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 Leadership & Managing People 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 Zappos Shifts 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 Zappos Shifts 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 (10014086) -10014086 - -
Year 1 3472766 -6541320 3472766 0.8696 3019797
Year 2 3961819 -2579501 7434585 0.7561 2995704
Year 3 3937896 1358395 11372481 0.6575 2589231
Year 4 3249978 4608373 14622459 0.5718 1858185
TOTAL 10462917


The Net NPV after 4 years is 448831

(10462917 - 10014086 )








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 (10014086) -10014086 - -
Year 1 3472766 -6541320 3472766 0.8333 2893972
Year 2 3961819 -2579501 7434585 0.6944 2751263
Year 3 3937896 1358395 11372481 0.5787 2278875
Year 4 3249978 4608373 14622459 0.4823 1567312
TOTAL 9491422


The Net NPV after 4 years is -522664

At 20% discount rate the NPV is negative (9491422 - 10014086 ) so ideally we can't select the project if macro and micro factors don't allow financial managers of Zappos Shifts 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 Zappos Shifts has a NPV value higher than Zero then finance managers at Zappos Shifts 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 Zappos Shifts, then the stock price of the Zappos Shifts 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 Zappos Shifts 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 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.

What can impact the cash flow of the project.

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.

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.






Negotiation Strategy of Zappos Customer Loyalty Team

References & Further Readings

Scott Carter, Tim Laseter (2018), "Zappos Customer Loyalty Team Harvard Business Review Case Study. Published by HBR Publications.


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