147. Customer Profitability Analysis: Boston Depot sells office supplies to area corporations
and organizations. Tom Delayne, founder and CEO, has been disappointed with the operating
results and the profit margin for the last two years. Business forms are mostly a “commodity”
business with low profit margins. To increase profit margins and gain competitive advantages,
Delayne introduced “Desk-Top Delivery” service. The business seems to be as busy as ever. Yet,
the operating income has been declining. To help identify the root cause of declining profits, he
decided to analyze the profitability of two of the firm’s major customers: Omega International (OI)
and City of Albion (CA).
According to the customer profitability analysis that Boston Depot conducts regularly, Boston
Depot has the same amount of total sales with both OI and CA. However, the firm earns a higher
gross margin and gross margin ratio from CA than those from the sales to OI, as demonstrated
here:
Customer Profitability Analysis
Omega International City of Albion
Sales $80,000 $80,000
Product cost (50,000) (48,000)
Service fees (17.5% of sales) (14,000) (14,000)
Gross margin $16,000 $18,000
Gross margin percent 20% 22.5%
Boston Depot adds a flat 17.5 percent to all sales for expenses incurred in such activities as
handling customers’ requests, pick-packing, order delivery, warehousing, and data entry.
However, not all customers require the same level of services. Operation Manager, Jamie Steel,
points out that CA has been a much heavier service user than OI. She shows the following data to
support her belief:
Distribution Services Activities for OI and CA
OI CA
Number of requisitions 300 700
Requisition line (all pick-packing) 900 2,100
Average number of cartons in warehouse 50 500
Number of miles per delivery 5 6
Controller Rod Jay has been investigating ways to determine the costs of performing various
activities. He summarized his findings:
Total Estimated Estimated Annual
Activity Annual Expense Cost Driver Activity Level
Requisitions handling $3,000,000 Requisitions 300,000