Post on 05-Jul-2018
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AGENDA
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
• Key Issues/Opp!"u#$"y A!e%s
• I#us"!y A#%'ys$s
• F$#%#($%' A#%'ys$s
• Pss$)'e A'"e!#%"$*es
• I+p'e+e#"%"$# , se'e("e %'"e!#%"$*es
• C#"$#-e#(y P'%#
• Su++%!y
• Q&A
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KEY ISSUE/OPPORTUNITY
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&A
• !%# $e!e#"$%"$#
• M#$"!$#- Pe!,!+%#(e
• Cus"+e! Pe!s#%'$0%"$#
• A'$-#+e#" %# E1e(u"$#
SWO T
FIN.ANALYSIS
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KEY ISSUE/OPPORTUNITY
IMPORTANCE
URGEN
C Y
LOW HIGH
LOW
!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e
HIGH
Cus"+e!Pe!s#%'$0%"$#
A'$-#+e#" & E1e(u"$#
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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KEY ISSUE/OPPORTUNITY
IMPORTANCE
URGEN
C Y
LOW HIGH
LOW
!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e
HIGH
Cus"+e!Pe!s#%'$0%"$#
A'$-#+e#" & E1e(u"$#
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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KEY ISSUE/OPPORTUNITY
IMPORTANCE
URGEN
C Y
LOW HIGH
LOW
!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e
HIGH
Cus"+e!Pe!s#%'$0%"$#
A'$-#+e#" & E1e(u"$#
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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KEY ISSUE/OPPORTUNITY
IMPORTANCE
URGEN
C Y
LOW HIGH
LOW
!%# D$e!e#"$%"$# M#$"!$#-Pe!,!+%#(e
HIGH
Cus"+e!Pe!s#%'$0%"$#
A'$-#+e#" & E1e(u"$#
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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SWOT
STRENGTHS WEAKNESS
• S"!#- -')%' )!%#!e(-#$"$#
• D$*e!s$2e P!",'$• O3#e! App!e($%"$#• P!p!$e"%!y IT Sys"e+
• P!$#($p%'4A-e#"• P!e4%ss$-#+e#"• Mu'"$p'e ERP sys"e+s
OPPORTUNITY THREATS
• !%# C#s$s"e#(y• Cus"+e! Re'%"$#
M%#%-e+e#"• I#(!e%s$#- W!'
T!%*e' & Tu!$s+
• I#"e#se C+pe"$"$#• E1psu!e " (y('$(%'
3#"u!#s• R$s$#- (s" , %$! ,%!e
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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SWOT
STRENGTHS WEAKNESS
• S"!#- -')%' )!%#!e(-#$"$#
• D$*e!s$2e P!",'$• O3#e! App!e($%"$#• P!p!$e"%!y IT Sys"e+
• P!$#($p%'4A-e#"• P!e4%ss$-#+e#"• Mu'"$p'e ERP sys"e+s
OPPORTUNITY THREATS
• !%# C#s$s"e#(y• Cus"+e! Re'%"$#
M%#%-e+e#"• I#(!e%s$#- W!'
T!%*e' & Tu!$s+
• I#"e#se C+pe"$"$#• E1psu!e " (y('$(%'
3#"u!#s• R$s$#- (s" , %$! ,%!e
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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SWOT
STRENGTHS WEAKNESS
• S"!#- -')%' )!%#!e(-#$"$#
• D$*e!s$2e P!",'$• O3#e! App!e($%"$#• P!p!$e"%!y IT Sys"e+
• P!$#($p%'4A-e#"• P!e4%ss$-#+e#"• Mu'"$p'e ERP sys"e+s
OPPORTUNITY THREATS
• !%# C#s$s"e#(y• Cus"+e! Re'%"$#
M%#%-e+e#"• I#(!e%s$#- W!'
T!%*e' & Tu!$s+
• I#"e#se C+pe"$"$#• E1psu!e " (y('$(%'
3#"u!#s• R$s$#- (s" , %$! ,%!e
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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PORTERS 5 FORCES
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
COMPETETIVE RIVALRYWITHIN INDUSTRY
Moderate
$-6 )%!!$e!s " e1$"
U"$'$0$#- (%p%($"y
uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("
$
THREAT OF NEWENTRY
Low
C%p$"%' $#"e#s$*e +%!7e"
I#us"!y +$#%"e
)y 8 p'%ye!s
S"!#- )!%# p!ese#(e
BUYER POWER
Hi!
A((ess " $#,!+%"$#
uye!s %!e p!$(e
se#s$"$*eL3 s3$"(6$#- (s"s
THREAT OFSUBSTITUTION
Moderate
V%!$e p"$#s
E%sy su)s"$"u"e
SUPPLIER POWER
Low
L%!-e -')%' )!%#
C++$"y )%se
p!u("Cs" , s3$"(6$#- $s '3
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PORTERS 5 FORCES
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
COMPETETIVE RIVALRYWITHIN INDUSTRY
Moderate
$-6 )%!!$e!s " e1$"
U"$'$0$#- (%p%($"y
uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("
$
THREAT OF NEWENTRY
Low
C%p$"%' $#"e#s$*e +%!7e"
I#us"!y +$#%"e
)y 8 p'%ye!s
S"!#- )!%# p!ese#(e
BUYER POWER
Hi!
A((ess " $#,!+%"$#
uye!s %!e p!$(e
se#s$"$*eL3 s3$"(6$#- (s"s
THREAT OFSUBSTITUTION
Moderate
V%!$e p"$#s
E%sy su)s"$"u"e
SUPPLIER POWER
Low
L%!-e -')%' )!%#
C++$"y )%se
p!u("Cs" , s3$"(6$#- $s '3
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PORTERS 5 FORCES
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
COMPETETIVE RIVALRYWITHIN INDUSTRY
Moderate
$-6 )%!!$e!s " e1$"
U"$'$0$#- (%p%($"y
uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("
$
THREAT OF NEWENTRY
Low
C%p$"%' $#"e#s$*e +%!7e"
I#us"!y +$#%"e
)y 8 p'%ye!s
S"!#- )!%# p!ese#(e
BUYER POWER
Hi!
A((ess " $#,!+%"$#
uye!s %!e p!$(e
se#s$"$*eL3 s3$"(6$#- (s"s
THREAT OFSUBSTITUTION
Moderate
V%!$e p"$#s
E%sy su)s"$"u"e
SUPPLIER POWER
Low
L%!-e -')%' )!%#
C++$"y )%se
p!u("Cs" , s3$"(6$#- $s '3
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PORTERS 5 FORCES
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
COMPETETIVE RIVALRYWITHIN INDUSTRY
Moderate
$-6 )%!!$e!s " e1$"
U"$'$0$#- (%p%($"y
uye! p3e! $s 6$-6Me!%"e 'e*e' , p!u("
$
THREAT OF NEWENTRY
Low
C%p$"%' $#"e#s$*e +%!7e"
I#us"!y +$#%"e
)y 8 p'%ye!s
S"!#- )!%# p!ese#(e
BUYER POWER
Hi!
A((ess " $#,!+%"$#
uye!s %!e p!$(e
se#s$"$*eL3 s3$"(6$#- (s"s
THREAT OFSUBSTITUTION
Moderate
V%!$e p"$#s
E%sy su)s"$"u"e
SUPPLIER POWER
Low
L%!-e -')%' )!%#
C++$"y )%se
p!u("Cs" , s3$"(6$#- $s '3
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DET4EQUITY STRUCTURE
9:;
%s , 8??@ ye%!4e#
A*-. Cs"De)" B:.9;
DETEQUITY
"##$
"##% "##& "##'
$'"#C!p.
8.8< 8.
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Bra)d "##, "##&
A##u%' Re*e#ue >$# M$''$#s
W%'!,As"!$%
859.5: 5
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CALL CENTREPERFORMANCE
=?.??
:?.??
9?.??
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OFF TE SELF
PROS CONS
• L3e! +%$#"e#%#(e(s"s
• Ou"s$e IT supp!" %#(#su'"$#-
• Cs" s%*$#- # s"%
• Lse (+pe"$"$*e%*%#"%-e
• Lse (us"+$0%)$'$"y• T$+e'$#es• T!%$#$#- (s"s• Reu(es ,!#" es7
pe!s#%'$0%"$#
•
Op" ,! %# "6e s6e', ERP s,"3%!e '$7e SAP ! O!%('e• Cus"+$0e $" " "6e (+p%#yHs #ees• Cs" Es"$+%"e
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OFF TE SELF
PROS CONS
• L3e! +%$#"e#%#(e(s"s
• Ou"s$e $" supp!" %#(#su'"$#-
• Cs" s%*$#- # S"%
• Lse (+pe"$"$*e%*%#"%-e
• Lse (us"+$0%)$'$"y• T$+e '$#es• T!%$#$#- (s"s• Reu(es ,!#" es7
pe!s#%'$0%"$#
•
Op" ,! %# "6e s6e', ERP s,"3%!e '$7e SAP ! O!%('e• Cus"+$0e $" " "6e (+p%#yHs #ees• Cs" Es"$+%"e
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CONSOLIDATION
PROS CONS• L3e! +%$#"e#%#(e
(s"s• Cs" s%*$#- # S"%• !%# %'$-#+e#"• F!#" es7
pe!s#%'$0%"$#
• $-6 ,!#"4e# (s"• P"e#"$%' %"% 'ss• M%#%-$#- "3 sys"e+s
• I#"e-!%"$#- e1$s"$#- Sys"e+•
A Cus"+e! Pe!s#%'$0%"$# %# Fee)%(7 C+p#e#"• C%(6 F!#" es7 S"%• M#"6'y Pe!,!+%#(e Rep!"s• Cs" Es"$+%"e 8.5M$''$#/5 ye%!s
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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CONSOLIDATION
• I#"e-!%"$#- e1$s"$#- Sys"e+•
A Cus"+e! Pe!s#%'$0%"$# %# Fee)%(7 C+p#e#"• C%(6 F!#" es7 S"%• M#"6'y Pe!,!+%#(e Rep!"s• Cs" Es"$+%"e 8.5M$''$#/5 ye%!s
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
PROS CONS• L3e! +%$#"e#%#(e
(s"s• Cs" s%*$#- # S"%• !%# %'$-#+e#"• F!#" es7
pe!s#%'$0%"$#
• $-6 ,!#"4e# (s"• P"e#"$%' %"% 'ss• M%#%-$#- "3 sys"e+s
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CUSTOMER RELATIONSIPMARKETING
PROS CONS
• Qu$(7 $+p'e+e#"%"$#• L3 (s"• Sus"%$#%)'e *e! '#-4
"e!+• P!2"%)'e " -%$# #e3
(us"+e!s
• M%!7e"$#- )u$'s 'y%'"y
• N $#(!e%sepe!s#%'$0%"$#
• Des #" %!ess ,!#"4es7 s"% $ssues
• T%$'! +%!7e"$#-(%+p%$-# ,! $*e!se
('$e#" )%se
• Us$#- "6e -ues" %"% " "%!-e" +%!7e" se-+e#"s•
L%u#(6 % M%!7e"$#- C%+p%$-#• U"$'$0e e1$s"$#- sys"e+• Cs" Es"$+%"e
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CUSTOMER RELATIONSIPMARKETING
PROS CONS
•Qu$(7 $+p'e+e#"%"$#
• L3 (s"• Sus"%$#%)'e *e! '#-4
"e!+• P!2"%)'e " -%$# #e3
(us"+e!s•
M%!7e"$#- )u$'s 'y%'"y
•N $#(!e%sepe!s#%'$0%"$#
• Des #" %!ess ,!#"4es7 s"% $ssues
• T%$'! +%!7e"$#-(%+p%$-# ,! $*e!se
('$e#" )%se
• Us$#- "6e -ues" %"% " "%!-e" +%!7e" se-+e#"s•
L%u#(6 % M%!7e"$#- C%+p%$-#• U"$'$0e e1$s"$#- sys"e+• Cs" Es"$+%"e
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DECISION MATRIJ
Criteria Wei
!t
S62te4
I)teratio)5Co)2o(idatio)
Sta)dardi7at
io) o3 IT
CRM
Mar8eti)Ca4*ai)
Cs" ?.?5 < 8.5 =
I+p'e+e#"%"$# T$+e ?.?5 < < =
!%# D$e!e#"$%"$# ?.8 .5 ? .5
Pe!,!+%#(e Me"!$(s ?.< 8.5 8 8
!%# A'$-#+e#" &
E1e(u"$#
?.5 =.5 8.5 <
Pe!s#%'$0%"$# ?.85 = 8 =
Tota( < 9+&
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CURRENT O#Q SYSTEM
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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NEW O#Q SYSTEM
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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IMPLEMENTATION PLAN
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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Des$-#
• Us%)$'$"y• E#4use! ,!$e#'y
• C#s'$%"e/S"!e%+'$#e sys"e+• C+)$#e O#Q Rese!*%"$#s O#Q P!pe!"y M%#%-e+e#"
Sys"e+ %# O#Q CRM•
F!#"4es7 %((ess " %"%• Pu!(6%s$#- C$#- & D(u+e#"%"$#• E#su!e # 'ss , %"%• Es"$+%"e T$+e : M#"6s
Tes"$#- /Re*$s$#s & F$#%'$0%"$#
• Es"$+%"e "$+e 8 M#"6s
STAGE ONE
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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STAGE TWO
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
I+p'e+e#"%"$#
• P'%##$#- & P6%se (#*e!s$#• Es"$+%"e T$+e 8 Ye%!s
T!%$#$#-
• E#su!e F!#" es7 p!pe!'y e1e(u"es CRM• I+p'e+e#"e )y IT spe($%'$s"s >QA
• < 3ee7 pe! 6"e' %# ? 6"e's pe! 3ee7• Es"$+%"e T$+e O#-$#-
E0*a)2io) Yr , Yr " Yr 9 Yr $ Yr %
Hote(2
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PERFORMANCE METRICS
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
• A QR (e # !+ 7ey ,! (us"+e! ,ee)%(7
• Ne3 SALT >S%"$s,%("$# %# Ly%'"y T!%(7$#- ues"$#s *e!%'')7$#- e1pe!$e#(e 3$"6 #e3 sys"e+ R%"$#- # %)$'$"y " +ee"!eu$!e p!e,e!e#(es
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Re*PAR PROECTIONS
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
8??:.? 8??@.? 8??9.? 8??.? 8?
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CONTINGENCY PLAN
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
• E#(u!%-e (us"+e! $#"e!%("$#
• E1%+p'e F! Mus"%#- C'u)
• u$' Ly%'"y )%se
• U"$'$0e e1$s"$#- sys"e+
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CONTINGENCY PLAN
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
• Us$#- "6e -ues" %"% " "%!-e" +%!7e" se-+e#"s
• L%u#(6 % Cus"+e! Re'%"$#s6$p M%!7e"$#- C%+p%$-#
• S($%' Me$% M%!7e"$#-
• TV & P!$#" %s
•
F(us , (%+p%$-# 3$'' )e (!e (us"+e!s us$#- O#Q %"% %#
SALT su!*eys " (''e(" $#,!+%"$# %)u" %# (++u#$(%"e
3$"6 (us"+e!s
•
Cs" Es"$+%"e
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SUMMARY
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
I+p'e+e#"%"$# & T!%$#$#-
>8 Ye%!s
Des$-# & Tes"$#-
>9 M#"6s
CRM
>5 Ye%!s
Re+e'%'' u#$"s
>O#-$#
-
Opp!"u#$"y/Key Issues
• !%# $e!e#"$%"$#
• M#$"!$#- Pe!,!+%#(e
• Cus"+e! Pe!s#%'$0%"$#
• A'$-#+e#" %# E1e(u"$#
P!pse A'"e!#%"$*e
• I#"e-!%"$#- e1$s"$#- Sys"e+
• A Cus"+e!
Pe!s#%'$0%"$# %#
Fee)%(7 C+p#e#"
•
C%(6 F!#" es7 S"%• M#"6'y Pe!,!+%#(e
Rep!"s
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OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
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COSTING
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
< >5???? 5? 9M :5M B 5???? 5? 9M :5M B 98 ??? ???
???? 5? 5?M < B 5@ 5?? ???
=???? 5? 5?M
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COSTING
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
u-e" B =#+
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COSTING
OPPORTUNI TY
PORTERS 5
ALTERNATIVES
IMPLEMENTATION
CONTINGENCY
SUMMARY Q&ASWO T
FIN.ANALYSIS
F$#%#($%'s4 %s$s ,!C%'(u'%"$#s
Re*PARI#e1
>"e' Re*PAR/ (+pe"$"$*e se" Re*PAR