By Patrick Shih

1
????????
By Patrick Shih 29 August 2008
2
?????????

• SOP
• SLA and KPI
• Balanced Scorecard
• Case Study

3
?????????

• SOP
• SLA and KPI
• Balanced Scorecard
• Case Study

4
Continuous Change
Its not the strongest species that survive,
or the most intelligent, but the most responsive
to change.
- Charles Darwin
5

• If you cant measure, you cant managed If you
  cant measure, you cant improved
• What gets measure, gets done
• BSC, KPI, Benchmarking, Management Cockpit, BSC
  Software

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Vision
eFM
Transition
??
Cost Saving
Operating
Performance
Transformed FM Organization
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??????

• ? ?
• ?????????
• ??????????????
• ?????????

8
?????????

• SOP
• SLA and KPI
• Balanced Scorecard
• Case Study

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SLA (Service Level Agreement) ??????
?? SLA? ????(??-?????-??)???????????????????????
???,??????????????????? SLA ?? ????????????????
??????
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SLA (Service Level Agreement) ??????

• SLA ?????
• ????????
• ?????????
• ?????
• ??
• ??

Customers do not trust Service Providers Thus
the birth of SLA as a contract between the two
Customers do not want refunds via SLA They want
quality assurance SLA
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?????????????
???? ???
?? ?? ??
?? ?? ??
?? ??
?? ??
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?????????????

• ???????? (PRODUCT / SERVICE DEVELOPMENT)
• ???????
• ?????????
• ?? (What parameters) ?
• ???? (What level of services)?
• ?? (What values)?
• ???????
• ???????????

13
?????????????

• ????? (NEGOTIATION AND SALES)
• ?????????, ??????????
• ????????????
• ??????????????
• ???????
• ?? ????(?, ?, ?, ?, ?)? availability

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?????????????

• ????? (IMPLEMENTATION)
• ????? (Provisioning)
• ???????????????
• ????? (Configuration)
• ????????????????????????????
• ????? (Activation)

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?????????????

• ?? (EXECUTION)
• ?????????
• ?????????????
• ????????????
• ??????????????

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?????????????

• ?? (ASSESSMENT)
• ??????
• ???????
• ?????????
• ??????
• ??????
• ??????
• ??????????
• ???????
• ????????
• ?????????????
• ?????????

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????????
NON-COMPREHENSIVE Cleaning ME MRO
Security House Maid
Predictive Maint. Petrol
Customer Cares
Predictive Maint. Body Guard
COMPREHENSIVE

• Price
• SLA OBJ
• Contract TCs
• Product list

Offer 1 Offer 2 Offer 3 Offer 4
Product 1 SLA Templates
CUSTOMERS

• Price
• SLA OBJ
• Contract TCs
• Product list

Product 2 SLA Templates

• Price
• SLA OBJ
• Contract TCs
• Product list

Product 3 SLA Templates

• Price
• SLA OBJ
• Contract TCs
• Product list

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???,KPI ????????

• ? KPI ?????????
• ? KPI ?????????????????
• ? KPI ?????,??????
• ? KPI ?????????

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???,KPI ????????

• ? KPI ?????????
• ????
• ?????????
• ??????????????,??????????,?????????????

Revenue Forecast 2008 NTD25.83M
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???,KPI ????????

• ? KPI ?????????????????
• ?????????????
• ??????????????,??
• ???????????
• ?? A/R???
• ??????????

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???,KPI ????????

• ? KPI ?????,??????
• ?????????????????? KPI ????????
• ????????
• ??????
• ??????

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???,KPI ????????

• ? KPI ?????????
• ?????????????,???????? KPI ??????? ?
• ?????????????
• ?????????????????

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?????? KPI - ????????
1. ??? Functionality
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• ?? Manage
• Flexible Business Model
• ??????
• Link Performance Results to Strategy
• ?????????
• Cascade Scorecards
• ?????
• Facilitate Communication Feedback
• ???????
• ?? Analyze
• Control Tower Views
• ?????
• Direct Access to Performance Data
• ???????
• Drill-down for Interactive Analysis
• ??????
• Intuitive Performance Graphs
• ????

• ?? Measure
• Capture Data from Any Source
• ?????
• Integrate Qualitative Quantitative
• ???????
• Monitor KPIs with Executive Dashboards
• KPI ????
• ?? Plan
• Intelligent Scorecards
• ?????
• Strategy Validation
• ????
• Early Warnings
• ????
• Leading Lagging Coefficients
• ???????

13 3 4 3 3 13 2 3 4 4
12 5 4 3 12 3 3 2 4
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?????? KPI - ????????
2. ????? System Related
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• ?? Manage
• Integrated with TIBCO EAI (Portal)
• ????
• Integrated with SAP Adapter
• ? SAP ?????
• OLAP D/W Linkage
• ????????????
• Support RDBMS
• ?? RDBMS
• Save as Excel Format
• ? EXCEL ????
• ????? User Interface
• Friendly data input / Maintain interface
• ?????????????
• Support Chinese UI
• ??????
• Personalize UI (customization)
• ???????

• ???? System Integration
• System Performance Reliability
• ????????
• Technology Architecture Openness
• ??????
• Customization Support/Coordination
• ????????
• ?? Consultant
• Local Support Service
• ???????
• Domain Knowledge Expertise
• ????
• Well-Defined Business Flow
• ????????

5 2 1.5 1.5 10 3 3 4
5.5 0.5 2 1 1 1 4.5 2 1.5 1
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?????? KPI - ????????
3. ?? Others
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• ???? Total Cost of Ownership
• Setup Cost (License)
• ????
• On-going Cost (Phase I Implementation)
• ????????
• On-going Effort
• ????
• ???? Successful Story
• World Wide Reference Site
• ?????
• Local Reference Site
• ?????

20 8 8 4 5 3 2
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KPI - ??????
6. ?? ??

• ?????????,??????????????? ?????? ?
• ?????????????????????????
• ???????????????????????????????????, ???????,
  ????????

1. ?? ?? ??
5. ?? ?? ??
2. ?????????
4. ?? ?? ??
3. ?????????Benchmark
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KPI - ??????
6. ?? ??
4.??? KPI??????????94?95??? 5.????,
??KPI?????????????????,????????,????????,?????????
? 6.???????,????????,??????? KPI?
1. ?? ?? ??
5. ?? ?? ??
2. ?????????
4. ?? ?? ??
3. ?????????Benchmark
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KPI ???? ?
??????????
80 15???????
??????? ?????
???? ????
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???? KPI ???
KPI ??????????, ?????????????????????????,Paul N.
Niven ?? KPI?????????????
1. ?????
2. ??????????
3. ?????????
4. ???????
5. ???????????????
6. ????
7. ????
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??? KPI
????
???? ???? ??? ???? ?????? ?????? ?????? ????? ????
? ??????? ????? ?????? ???? ???? ????? ???? EPS ??
????
??? ???? ???/??? ??????/???? ???/??? ???/??? ?????
? (??????????)/????????? ????/????????
????/?????? ????/???? ???/??? ????/???? ????/????
??/??? (????-?????)/????????????? ???? ????/????
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
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??? KPI
????
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
???? ?????? ?????? ?????? ????? ??????? ??????? ??
????? ????? ?????? ??????? ????????? ????? ????? ?
?? ????? ????? ?????????
???????? ?10????????/10 ?????? ?????? ??????/????
??????? ?????/???? ????/???? ????/???? ??????-????
?? (??-???????)/??????? ????????? ????????? ??????
???????? ??????/?????? ??????/????? ??????/???????
??????/?????
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??? KPI
??????
?????? ?????? ????? ??????? ???? ?????? ?????? ???
???? ?????? ?????? ??????? ?????? ?????? ????? ???
?????? ???? ????? ????????
?????? (??-??????)/?????? ???????? ?????????? ????
?? ?????? ?????? (??-??????)/?????? ??/???? ???? ?
???????/?????? ?????????/??? ???????/????? ????? ?
????????/????????? ???????? ??????/??? ???????????
?
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
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??? KPI
????
?????? ???? ???????? ???????? ????? ????? ?????? ?
??????? ????? ???? ????? ????? ?????? ???????? ???
???? ???????? ?????? ?????
(??-??????)/????? ?????? ???????? ???????? ???????
??? ?????????????????? ?????????/???? ?????/???? (
??-?????)/????? ????????? ??????/?????? ?????????
??????/???? ????????/?????? (??-???????)/??????? ?
????????? ????????(?) ?????????
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
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Global Facilities Management
??????? KPI
STRATEGIC ENVIRONMENT
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??????? KPI

• ?????
• ???? / ??
• ???????(?? ????, ??????)
• ??????
• ????
• ????
• ???????
• ???????
• ??????
• ????
• ????
• ????
• ??????
• ????
• ?????????
• ?????? (?????????????)

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??????? KPI

• EBITDA YTD
• EBITDA Margin YTD
• Mgmt Fees per Average Square Feet YTD
• Accounting Allocation as a of Management Fee
  YTD
• Net Comp of Mgmt Fee
• Revenue MTD
• Revenue YTD

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??????? KPI

• Management Fee YTD
• Operating Expenses MTD

• Operating Operating Expenses YTD
• OP Exp Ration YTD

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??????? KPI

• Square Feet Under Mgmt
• Average Square Feet

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CASE STUDIES
????????
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CASE STUDIES
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?????????

• SOP
• SLA and KPI
• Balanced Scorecard
• Case Study

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Balanced Scorecard Model (D)(?????)
A Balanced Scorecard... A management instrument
that translates an organizations mission,
vision, strategy, and business direction into a
comprehensive set of performance measures to
provide a framework for management decision
making. The scorecard measures organizational
performance across several perspectives.
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Balanced Score Card (?????)
FINANCIAL ??
LOOK BACK
CUSTOMER ??
INTERNAL BUSINESS PROCESS ????
VISION STRATEGY
LOOK INSIDE OUT
LOOK OUTSIDE IN
LEARNING GROWTH ????
LOOK AHEAD
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????????????
??????
????? ??????
?? ????
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Using Scorecard to Articulate Strategic Themes in
Cause-and-Effect Terms
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CASE STUDIES
Southwest Airlines Balanced Scorecard
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CASE STUDIES
Southwest Airlines Balanced Scorecard
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Details for Each Objective
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Action Plan Form
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Reporting Tools

• Power Point Presentation
• Excel
• Intranet
• Dashboard
• Management Cockpit
• BSC Software BSC Software Certification
  (www.bscol.com)

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Where to start?

• Out-of-the-Box Reports - Standard reports across
  all objects that should be the basis for your
  custom reports
• Account and Contact Reports
• Opportunity Reports
• Sales Reports
• Lead Reports
• Support Reports
• Campaign Reports
• Administrative Reports
• Activity Reports
• Product and Asset Reports
• Custom Report Wizard 6 easy steps
• Predefined reports

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Reports Types and Uses

• Tabular
• Tabular reports are the simplest and fastest way
  to list your data.
• Quick Lists w/out summarization.
• Summary
• Summary reports list your data with subtotals and
  other summary information.
• Avg Sales per Rep, Total Opptys
• Matrix
• Matrix reports list summaries of your data in a
  grid against both horizontal and vertical
  criteria.
• Sales per Rep per FY by FQ.

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ReportsCreating Custom Reports
1. Select data source
Custom objects too!
Predefined Relationships between objects
FY and then by FQ Acct and then sub-acct Sales
Manager and then Rep
Record Counts, Avg., Highs/Lows
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ReportsCreating Custom Reports
Custom fields located towards the bottom.
Dont forget dynamic date filters!
Save for last.
and Default filter. Use advanced filters
link and () to create or filters
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Reporting Usage Tips
Run time customisations
Role Hierarchies
Hide Details
Hide Details
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Turn the lights on with Dashboards!
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Demo Balanced Scorecard Database
Output/Deliverables
Qtrs
Operations
Effectiveness
Colours are Illustrative
Policy
Resource Management
Process Improvement
Qtrs
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-3
-2
-1
0
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Qtrs
-2
4
-3
-1
0
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Annual Budget
Training
Manning Levels
Acsquisition
Defence Infrastructure
Management
Reputation
key
Performance on target
Learning Development
Small variation from target
Qtrs
Significant variation from target- Board action
may be required
Investing in People
Modenising Infrastructure
Major variation from target- Board action is
required
Technology Equipment
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Dashboard Basics

• Based on custom reports
• 20 elements per dashboard
• Click to drill into underlying report
• Can be refreshed anytime
• Results based on Running User
• Data has to be there to report on it. Field
  created, info entered. Reports only as good as
  the data they are based on.

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The Components

• Chart
• Pie, Line, Vertical or Horizontal
• ex. Stacked or Side by Side
• Table
• Sort by label or value with max values displayed
• ex. Leaderboard/Top Reps
• Metric
• Stackable with colors
• ex. Compare multiple reports
• Gauge
• Custom breakpoints and colors
• ex. Quota or Goal attainment

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The Mechanics of Reports/Dashboards
Updated Real-Time
Dashboards

• Graphical depiction
• Up to 20 elements per page

Reports

• Sort and organize
• Segment and summarize

Records

• Track individual records
• Create associations between records
• Search across all records

Click to Drill-Down
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Dashboards 2 Dimensions
Create two horizontal bar charts and put
side-by-side
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Dashboards Year on Year

• Create formula for month/quarter label
• Create formula Current year amount
• Create formula Previous year amount
• Create Summary report formula - percentage

http//blogs.salesforce.com/blogs/2005/09/year_ove
r_year_.html
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Substitute URL for Drill to Report in Dashboards
Allow users to control the drill-to location The
creator of the dashboard can drill to another
dashboard, a report (possibly passing
parameters), a detail page, an s-control, or
another system using a web interface Allow a
user to select whether to use the standard
drill-down location or a user entered one Users
can create custom workflows linking dashboards or
directing users to any web page
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Since Winter 07 - Analytics Capabilities

• S-Controls as a dashboard components
• Allows inline integration with 3rd party and
  custom components. Deliver visually stunning,
  interactive dashboards.
• Drill through to URL
• Build guided analysis into dashboards allowing
  users to move easily from one dashboard to
  another in a logical fashion.
• Read-only report user
• Restrict users from performing ad hoc analysis
  and report creation. Provides system
  administrators with greater control over user
  functionality.

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https//www.salesforce.com/appexchange/detail_over
view.jsp?ida03300000033IPOAA2 Report in
Dashboard HTML code
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Analytics Mash-upsInsert any application
component into a dashboard
Any Analytic Component
Interactive Controls
On Demand Spreadsheets
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Success in the AppExchange Analytics
CategoryChoice of best-in-class analytics
applications
AppExchange Analytics Category
Current AppExchange partners
Products in development for Winter 07
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Management Cockpit
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Diagnosis
Activity-gt Result-gt Strategy
Strategy -gt Result-gt Activity
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?????????

• SOP
• SLA and KPI
• Balanced Scorecard
• Case Study

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??????
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??????
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??????
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CASE STUDIES
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CASE STUDIES
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HELP DESK
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HELP DESK
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TROUBLE TICKETS
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CalemEAM - Open Source EAM/CMMS
http//demo.calemeam.com/CalemEAM/
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Relational Database Model(???????)

• ??
• 1970?? E.F. Codd ???
• ????
• ????(table)????????
• ????????????????
• ????????????

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MS-ACCESS ?????

• ????????

?????

• ??

???
??
????(???)
??
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???????? Schema

• ????????????
• ?Client?Service Request?Work Order ????

???? ????????????
????
1
?
?
?
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E-R model??????

• Entity (??) ,????
• Attribute (??) ,?????
• Relationship (??) ,????????
• Bridge entity (????) ,??? MN ??

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E-R model?? N1 ???

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E-R model?? N1 ???
1
?
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???????????
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E-R model?? 1M ???

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E-R model?? 1M ???

?
1
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E-R model?? MN ???

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E-R model?? MN ???

1
?
?
?
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PM Overdue by Supervisor
HT
AP
R19
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Material Failures
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Material Failures
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Thank You Your questions are most welcome !