Q1: Assume an organization's current service level on order fill is as follows: Current order fill 80% Number of orders per year 5,000 Percent of unfilled orders back-ordered 70% Percent of unfilled orders cancelled 30% Back order costs per order $150 Lost pretax profit per cancelled order $12,500

a) What is the lost cash flow to the seller at this 80 percent service level?

b) What would be the resulting increase in cash flow if the seller improved order fill to 92 percent

c) If the seller invested $2 million to produce this increased service level, would the investment be justified financially?

Q2: what is the role of activity-based costing in customer relationship management? In customer segmentation?