快递统计明细表
KPI 某快递有限公司运作绩效考核指标
编号
KPI
KPI定义/公式（权重）
考核标准
信息来源
考核周期
1
实际发生的运输费用和计划运输费用的差异
实际发生的运输费用/计划运输费用
1）=目标值,得100分
2）比目标值每降低百分点，加分，最高分；
3）超出目标值的百分点，不得分；
4）介于其中按线性关系计算
费用明细科目及预算资料汇总
月度统计
季度考核
2
向客户送货Leabharlann 标准时间内到达率在标准时间内送货的次数／总共送货次数×100％
1）=目标值,得100分
2）比目标值每提高百分点，加分，最高分；
3）低于目标值的百分点，不得分；
4）介于其中按线性关系计算
经销商收货记录
月度统计
季度考核
3
运输过程损失比率
运输过程的产品损坏金额／运输产品总金额×100％
1）=目标值,得100分
2）比目标值每降低百分点，加分，最高分；
3）超出目标值的百分点，不得分；
4）介于其中按线性关系计算
货品运输记录
月度统计
季度考核
4
经销商满意度
经销商满意度评分的算术平均值
1）=目标值,得100分
2）＜目标值，不得分；
经销商满意度调查表
年度评估
年度考核
5
第三方物流服务提供商满意度
第三方物流服务提供商满意度评分的算术平均值
1）=目标值,得100分
2）＜目标值，不得分；
第三方物流服务提供商满意度调查表
年度评估
年度考核
6
物流服务研究
Y=A+B+C+D
A＝研究报告的准确率，占30％的权重
记录明细表——精选推荐
记录明细表（要电子版的）表号：JL/OVM04-18 序号记录表号记录名称保存年限编制部门有、无1.JL/OVM04-01 文件发放登记表永久韩民有2.JL/OVM04-02 文件接收登记表永久韩民有3.JL/OVM04-03 文件更改单三年韩民有4.JL/OVM04-04 有效文件清单三年韩民有5.JL/OVM04-05 文件回收登记表三年韩民有6.JL/OVM04-06 文件丢失记录三年韩民有7.JL/OVM04-07 文件销毁登记表三年韩民有8.JL/OVM04-08 文件借阅登记表永久韩民有9.JL/OVM04-09 文件审批表三年韩民有10.JL/OVM04-10 技术文件修改通知单永久技术无11.JL/OVM04-11 案卷分类目录三年技术有12.JL/OVM04-12 档案交接清单三年技术有13.JL/OVM04-13 产品设计文件及工艺文件晒发通知单三年技术有14.JL/OVM04-14 科技档案分类目录三年技术有15.JL/OVM04-15 技术措施通知单三年技术有16.JL/OVM04--16 记录使用审批表三年质检无17.JL/OVM04--17 文件更改记录三年韩民有18.JL/OVM04-18 记录明细表三年韩民有19.JL/OVM05-01 质量目标实现情况考核表三年韩民20.JL/OVM05-02 管理评审计划三年韩民有21.JL/OVM05-03 管理评审会议记录三年韩民有22.JL/OVM05-04 管理评审报告三年韩民有23.JL/OVM06-01 年度培训计划三年综合办无24.JL/OVM06-02 培训签到表三年综合办无25.JL/OVM06-03 培训记录表三年综合办无26.JL/OVM06-04 员工培训评价报告三年综合办无27.JL/OVM06-05 生产设备配置申请表三年韩民有28.JL/OVM06-06 设备进厂验收单三年韩民有29.JL/OVM06-07 设备检修保养计划三年韩民有30.JL/OVM06-08 设备检修单三年韩民有31.JL/OVM06-09 设备台帐永久韩民有32.JL/OVM06-10 设备一、二级保养计划三年韩民有33.JL/OVM06-11 工装模具检验合格证三年技术无34.JL/OVM06-12 工装管理明台帐永久技术无35.JL/OVM06-13 工艺装备图样永久技术无36.JL/OVM06-14 产品零部件工艺单永久生产无37.JL/OVM06-15 工艺装备周检记录表永久技术有38.JL/OVM07-01 质量策划实施情况检查表三年质检无39.JL/OVM07-02 各部门质量计划三年技术无40.JL/OVM07-03 业务记录电话永久销售有41.JL/OVM07-04 合同评审记录永久销售有42.JL/OVM07-05 产品订货合同执行台帐永久销售有43.JL/OVM07-06 发货通知单永久销售有44.JL/OVM07-07 零件借用单五年销售有45.JL/OVM07-08 售后产品维修通知单三年销售有46.JL/OVM07-09 合同更改通知单三年销售有47.JL/OVM07-10 售后服务档案永久售后有48.JL/OVM07-11 售后服务信息处理单永久售后无49.JL/OVM07-12 售后服务报告永久售后无50.JL/OVM07-13 设计和开发任务书永久技术无51.JL/OVM07-14 设计和开发计划书永久技术无52.JL/OVM07-15 信息联络处理单三年技术无53.JL/OVM07-16 设计和开发评审记录永久技术无54.JL/OVM07-17 设计输入清单永久技术无55.JL/OVM07-18 设计输出清单永久技术无56.JL/OVM07-19 设计（开发）验证记录永久技术无57.JL/OVM07-20 设计（开发）确认报告永久技术无58.JL/OVM07-21 供方评定记录表三年物资采购无59.JL/OVM07-22 合格供方名录三年物资采购无60.JL/OVM07-23 供方业绩评定表三年物资采购无61.JL/OVM07-24 供方进货质量记录三年物资采购无62.JL/OVM07-25 物资采购计划三年物资采购无63.JL/OVM07-26 销售公司发货计划书三年销售有64.JL/OVM07-27 生产作业计划指导书三年生产有65.JL/OVM07-28 特殊过程监视记录三年韩民有66.JL/OVM07-29 特殊过程认可鉴定记录三年韩民有67.JL/OVM07-30 顾客财产验证记录三年质检无68.JL/OVM07-31 材料入库单一年物资采购无69.JL/OVM07-32 领料（记帐）凭证一年韩民有70.JL/OVM07-33 产成品入库单二年质检有71.JL/OVM07-34 零件加工流转卡三年韩民有72.JL/OVM07-35 零件标识卡三年韩民有73.JL/OVM07-36 计量器具周期检定计划三年质检无74.JL/OVM07-37 量具台帐三年质检有75.JL/OVM07-38 量具发放登记表三年质检无（个人帐）76.JL/OVM07-39 量具外检记录三年质检有77.JL/OVM07-40 计量器具周期检定记录表三年质检有78.JL/OVM07-41 在用计量器具记录表三年质检无79.JL/OVM07-42 计量器具报废通知单三年质检无80.JL/OVM07-43 计量器具报废登记表三年质检无81.JL/OVM07-44 计量器具事故处理报告单三年质检无82.JL/OVM07-45 游标卡尺检定记录三年质检无83.JL/OVM07-46 千分尺检定记录三年质检无84.JL/OVM07-47 百分表检定记录三年质检无85.JL/OVM07-48 计量器具借用登记表三年质检有86.JL/OVM07-49 计量器具检定证书三年质检无87.JL/OVM07-50 过程监视和测量记录表三年质检无88.JL/OVM07-51 交接班记录三年韩民有89.JL/OVM08-01 顾客满意调查表三年销售有90.JL/OVM08-02 顾客满意分析表三年销售有91.JL/OVM08-03 年度内审计划三年韩民有92.JL/OVM08-04 内部审核记录目录三年韩民审后做有93.JL/OVM08-05 内审检查表三年韩民有94.JL/OVM08-06 不合格报告三年韩民有（审后填写）95.JL/OVM08-07 内部审核报告三年韩民审后编写96.JL/OVM08-08 内审首（末）次会议签到表三年韩民有97.JL/OVM08-09 不合格项分布表三年韩民有98.JL/OVM08-10 内审会议记录三年韩民有99.JL/OVM08-11 热处理交接班检验记录三年质检无（换名）100.JL/OVM08-12 热处理工件调质、淬火记录表三年质检无101.JL/OVM08-13 进货报检单三年物资采购无102.JL/OVM08-14 零部件工时单三年韩民有103.JL/OVM08-15 零部件检验合格通知单三年质检无104.JL/OVM08-16 外协件检验单三年质检无105.JL/OVM08-17 报检检测单三年质检无106.JL/OVM08-18 总装设备检验记录三年质检有107.JL/OVM08-19 产品使用说明书三年技术108.JL/OVM08-20 产品检验合格证三年质检无109.JL/OVM08-21 代料通知单三年质检有110.JL/OVM08-22 液压千斤顶油缸主项检验记录三年技术有111.JL/OVM08-23 千斤顶活塞杆主项检验记录三年技术有112.JL/OVM08-24 油泵主轴主项检验记录三年技术有113.JL/OVM08-25 油泵柱塞套检验记录三年技术有114.JL/OVM08-26 油泵柱塞杆主项检验记录三年技术有115.JL/OVM08-27 油泵下体主项检验记录三年技术有116.JL/OVM08-28 智能搅拌压浆机主轴检验记录三年技术无117.JL/OVM08-29 智能搅拌压浆机轴套检验记录三年技术无118.JL/OVM08-30 钢筋笼成型机框体检验记录三年技术无119.JL/OVM08-31 钢筋笼成型机承重环检验记录技术无120.JL/OVM08-32 穿束机轴检验记录技术有121.JL/OVM08-33 智能张拉泵站阀板检验记录技术有122.JL/OVM08-34 电动油泵性能检验卡质检无123.JL/OVM08-35 锚（夹）具出厂检验记录质检有124.JL/OVM08-36 总成检验记录质检有125.JL/OVM008-37 不合格品评审单质检有126.JL/OVM08-38 返修（工）通知单质检有127.JL/OVM08-39 不合格品统计台账质检有128.JL/OVM08-40 改进计划韩民有129.JL/OVM08-41 改进、纠正和预防措施一览表韩民有130.JL/OVM08-42 纠正和预防措施处理单韩民有131.132.133.134.135.136.编制：审批：日期：下面是赠送的几篇网络励志文章需要的便宜可以好好阅读下，不需要的朋友可以下载后编辑删除！！谢谢！！出路出路，走出去才有路“出路出路，走出去才有路。
韵达快递服务协议(2024版)
20XX 专业合同封面COUNTRACT COVER甲方：XXX乙方：XXX韵达快递服务协议(2024版)本合同目录一览1. 服务内容1.1 快递服务1.1.1 国内快递1.1.2 国际快递1.1.3 电商快递1.2 物流服务1.2.1 货运代理1.2.2 仓储服务1.2.3 配送服务2. 服务范围2.1 服务区域2.2 服务时间2.3 服务对象3. 服务费用3.1 快递费用3.1.1 计价方式3.1.2 重量限制3.1.3 体积限制3.2 物流费用3.2.1 计价方式3.2.2 运输距离3.2.3 时效要求4. 服务时效4.1 快递时效4.2 物流时效4.3 特殊情况下时效调整5. 服务质量5.1 包裹损坏5.2 包裹丢失5.3 延误服务5.4 客户投诉处理6. 保险服务6.1 保险范围6.2 保险费用6.3 保险理赔7. 信息安全7.1 隐私保护7.2 数据安全7.3 信息安全投诉处理8. 违约责任8.1 韵达快递的违约责任8.2 客户的违约责任8.3 违约责任的免除9. 争议解决9.1 协商解决9.2 调解解决9.3 仲裁解决9.4 法律途径10. 合同的生效、变更和解除10.1 合同生效条件10.2 合同变更10.3 合同解除11. 合同的期限11.1 服务期限11.2 续约条件11.3 终止服务12. 合同的转让12.1 转让条件12.2 转让程序13. 合同的附则13.1 名词解释13.2 合同的附件14. 其他约定14.1 双方的权利和义务14.2 合同的修订记录第一部分：合同如下：1. 服务内容1.1 快递服务1.1.1 国内快递1.1.1.1 寄件服务1.1.1.2 收件服务1.1.2 国际快递1.1.2.1 寄件服务1.1.2.2 收件服务1.1.3 电商快递1.1.3.1 平台对接服务1.1.3.2 商家自寄服务1.2 物流服务1.2.1 货运代理1.2.1.1 货物报关服务1.2.1.2 运输代理服务1.2.2 仓储服务1.2.2.1 仓储保管服务1.2.2.2 货物装卸服务1.2.3 配送服务1.2.3.1 城市配送服务1.2.3.2 乡村配送服务2. 服务范围2.1 服务区域2.1.1 韵达快递提供全国范围内的快递与物流服务，具体服务区域以韵达快递官方网站公布的服务网络为准。
2024年快递年终工作总结报告 快递年度工作总结(通用十五篇)
2024年快递年终工作总结报告快递年度工作总结(通用十五篇)快递年终工作总结报告快递年度工作总结篇一很多人不理解客服工作，认为它很简单、单调、甚至无聊，不过是接下、做下记录、没事时上上网罢了；其实不然，要做一名合格、称职的客服人员，需具备相当的专业知识，掌握一定的工作技巧，并要有高度的自觉性和工作责任心，否那么工作上就会出现许多失误、渎职。
客服人员不仅要接待顾客的各类物流进展、咨询、投诉和建议，更要及时地对各部门的工作进展跟进，对顾客进展回访。
为进步工作效率，还要负责各项资料的统计、存档，使各种信息储存更完好，查找更方便，保持原始资料的完好性，同时使各项工作均按标准进展。
下面是我20xx年一年来的主要工作总结：1、按照要求，对顾客的档案资料进展归档管理，发生更改及时做好跟踪并更新；2、对顾客的咨询及时进展回复，并记录在物流信息登记表上；3、对于顾客反映的问题进展分类，联络快递师傅，进展跟踪及反响；5、承受各方面信息，在做好记录的同时通知相关部门和人员进展处理，并对此过程进展跟踪，完成后进展回访；6、资料录入和文档编排工作。
对公司的快递发出情况认真做好录入及编排打印，根据各部门的工作需要，制作表格文档，草拟报表等；7、新旧表单的更换及投入使用；8、完成上级领导交办的其它工作任务。
在完成上述工作的过程中，我学到了很多，也成长了不少。
工作中的磨砺塑造了我的'性格，提升了自身的心理素质。
客服工作总结与方案。
对于我这个刚刚步入社会，工作经历还不够丰富的人而言，工作中难免会遇到各种各样的阻碍和困难，幸运的是在公司领导和同事们的大力帮助下，让我在遇到困难时敢于可以去面对，敢于承受挑战，性格也逐步沉淀下来。
在我深化体会到职业精神和微笑效劳的真正含义。
所谓职业精神就是当你在工作岗位时，无论你之前有多辛苦，都应把工作做到位，尽到自己的工作职责。
所谓微笑效劳就是当你面对客户时，无论你快乐与否，烦恼与否，都应以工作为重，急客户所急，始终保持微笑，因为我代表的不单是我个人的形象，更是公司的形象。
快递服务协议
快递服务协议第一条总则1.1 本协议由以下双方签订：甲方：（全称名称）乙方：（全称名称）1.2 甲乙双方经友好协商，就乙方为甲方快递服务事宜达成本协议。
第二条服务内容2.1 乙方同意在甲方指定的时间、地点接收甲方的快递包裹，并按照甲方的要求及时、准确地将包裹送达指定收件人。
2.2 乙方应确保快递包裹的安全、保密，不得擅自打开、泄露、毁损或丢弃包裹。
2.3 乙方应包括但不限于包裹收发、查询、跟踪、保险等服务。
第三条服务费用3.1 乙方向甲方的快递服务，甲方应按约定的费用标准向乙方支付服务费用。
3.2 服务费用包括但不限于基础服务费、增值服务费、保险费等。
3.3 甲方应在乙方服务后，按约定的付款期限、付款方式向乙方支付服务费用。
第四条服务期限4.1 本协议自双方签字（或盖章）之日起生效，有效期为____年。
4.2 双方同意，在本协议有效期内，如一方欲提前终止本协议，应提前____天书面通知对方。
4.3 协议期满后，如双方同意续约，应签订书面续约协议。
第五条违约责任5.1 任何一方违反本协议的约定，导致协议无法履行或造成对方损失的，应承担违约责任，向对方支付违约金，并赔偿损失。
5.2 若乙方未按约定时间、地点接收或送达包裹，甲方有权要求乙方支付延迟履约违约金。
5.3 若乙方擅自打开、泄露、毁损或丢弃包裹，甲方有权要求乙方承担相应的赔偿责任。
第六条保密条款6.1 双方在履行本协议过程中所获悉的对方的商业秘密、技术秘密、市场信息等，应予以严格保密。
6.2 保密期限自本协议签订之日起算，至协议终止或履行完毕之日止。
第七条争议解决7.1 双方在履行本协议过程中发生的争议，应首先通过友好协商解决；协商不成的，可以向有管辖权的人民法院起诉。
第八条其他约定8.1 本协议一式两份，甲乙双方各执一份。
8.2 本协议自甲乙双方签字（或盖章）之日起生效。
甲方：（签字/盖章）乙方：（签字/盖章）签订日期：____年____月____日实际操作过程中可能遇到的问题及注意事项1.包裹延误或遗失–问题：由于交通、天气等原因导致包裹延误或遗失。
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【最新资料,Word版，可自由编辑！】序天天快天网系统概况···············································································1天网系统管理软件总体介绍··········································································2天网系统功能和系统版本组成·····································································第一章系统····································································································1.1 天网外观与系统基本设置······································································第二章系统管理···························································································2.1用户管理············································································································2.2串口设置············································································································2.3文件上传············································································································2.4系统操作日志查询·························································································第三章基础资料···························································································3.1营业网点通讯录·····························································································3.2员工资料············································································································3.3区县地址库·······································································································3.4派送范围············································································································3.5派送区县维护··································································································3.6乡镇超区维护··································································································3.7街路地址············································································································3.8短信业务配置··································································································3.9下属网点大头笔·····························································································3.10收件人地址库·······························································································3.11网点每日看板维护······················································································3.12本站打包区域下一站·················································································3.13自定义异常区域··························································································3.14业务员大头笔编码······················································································3.15本站打包大头笔··························································································3.17区县地址库集散··························································································第四章基本资料查询···················································································4.1 营业网点通讯录查询··················································································4.2网点编码打印··································································································4.3营业网点查询··································································································4.4员工资料查询··································································································4.5派送区县查询··································································································4.6派送超区查询··································································································4.7寄件快速查询··································································································4.8省级时效查询··································································································4.9城市点对点时效查询····················································································4.10城市时效差异表查询·················································································4.11集散分拨称重费率查询············································································4.12区域结算费率查询······················································································4.13有偿派费时效明细查询············································································4.14车辆查询·········································································································4.15班车线路查询·······························································································4.16盲区编码打印·······························································································4.17超区编码打印·······························································································4.18大头笔编码打印··························································································4.19车辆编码打印·······························································································4.20线路编码打印·······························································································4.21长宽高编码打印··························································································第五章扫描····································································································5.1有线巴枪扫描··································································································。
SAP_SD模块_每日出货统计明细表20140102_V1.0
SAP ERP 二次开发程序规格功能书模块 FI CO MM QM PP ■SD事务码短描述程序名称每日出货统计明细表描述程序类型∙报表 单据 数据转换∙增强 接口屏幕 其它优先级∙High Mid Low复杂程度 High ∙Mid Low要求开发完成时间 使用者测试前∙上线前 上线后一个月 上线后半年申请人/电话苏静、刘胜菊/ 8820申请日期2014-01-02开发人员陈龙完成日期估计开发天数修改版本版本修订者修订概述日期结果■接受 拒绝 推迟到下一阶段关键用户苏静、刘胜菊IT内部顾问龚云峰合元项目经理柯桂秀开发人员陈龙1 / 4业务说明1、业务背景描述:➢每日发货统计明细表为了获取如下信息：1、货物状态、2、计算统计运费；3、分析货代的走量情况➢每日出货统计明细表为了获取如下信息：1、统计每个销售组的销售额；2、统计分析每个销售组的报关率；3、记录每天实际发货情况2、操作▪运行频率任何时间∙每日 每周 每月 每年 其它e 3、选择屏幕描述属性Parameter Range Required 字段查询条件一实际发货日期 ∙ MAPL-MATNR 交货单号 ∙ MAPL-WERKS 货代公司 ∙ LFA1-NAME1 是否报关∙ LIKP-ZBG业务员∙ LFA1-NAME1 销售组 ∙ KNVV-VKGRP 客户组 ∙ KNVV-KDGRP 销售组织 ∙ vbak-vkorg 查询条件二交货单创建日期 ∙ LIKP-ERDAT 计划发货日期 ∙ LIKP-WADAT是否过账∙全部 是选择屏幕特殊说明：1、是否过账：当货物移动状态为“C”时候表示已经过账，其他值表示未过账。
1.1当选择是否过账=“是”，取出的数据为交货单的货物移动状态vbuk-wbstk =“C”的所有数据。
1.2当选择是否过账=“全部”，取出的数据为的所有数据。
2 / 4Field Field TYPE LEN Remark实际发货日期LIKP-WADAT_IST DATS 交货单货物移动数据中的时间货物移动日期计划发货日期LIKP-WADAT CHAR 交货单中计划发货日期交货单号likp-vbeln CHAR行项目lips-posnr CHAR交货数量lips-lfimg QUAN销售单号vbak-vbeln CHAR行项目vbap-posnr CHAR料号vbap-matnr CHAR物料描述VBAP-ARKTX CHAR订单数量vbap-kwmeng QUAN单位VBAP-VRKME CHAR货代公司LFA1-NAME1 CHAR 交货单抬头-伙伴货代公司的描述字段，账户组KTOKK=0005渠道LIKP-ZCHANEL CHAR 10 增强字段是否报关LIKP-ZBG CHAR 2 增强字段运费RMB LIKP-ZYF CHAR 10 增强字段付款方式LIKP-ZFK CHAR 10 增强字段快递单号LIKP-ZKD CHAR 60 增强字段件数LIKP-ZJS CHAR 5 增强字段重量KG LIKP-ZZL CHAR 10 增强字段箱唛CHAR 为交货单行项目文本，当交货单箱唛文本为空时，就取对应的销售订单中箱唛文本值，如果交货单箱唛有值，就直接取交货单的值目的地T005T-LANDX CHAR 送达方的主数据中国家描述ETD/起飞日期LIPS-ZDATE DATS 10 增强字段ETA(预计到达日期) LIPS-ZDBTE DATS 10 增强字段跟踪进程LIPS-ZJD CHAR 100 增强字段客户编号KNA1-KUNNR CHAR客户名称vbkd-bstkd_e CHAR 取售达方的名称1+名称2 代收人ADRC-NAME_CO CHAR 交货单送达方中的代收人客户组T151T-KTEXT CHAR 客户主数据销售视图客户组的描述，如：SVIP…等.3 / 4业务员LFA1-NAME1 CHAR 销售订单抬头，伙伴功能为Z1，账户组KTOKK=Z006销售组TVGRT-BEZEI CHAR 客户主数据销售视图销售组的描述，如：销售一部…等发票金额增强字段CHAR 10在销售订单行项目中增加文本输入放行条编号增强字段CHAR 10在销售订单行项目中增加文本输入是否过账VBUK-WBSTK CHAR 当货物移动状态为“C”时,输出“已过账”，当非“C”状态输出“未过账”交货单创建日期LIKP-ERDAT DATS 系统创建日期4、程序逻辑：1、取销售订单项目未被注记删除标致:VBAP-ABGRU为空的所有数据2、当货物移动状态为：C表示已经过账，即输出过账状态为C的所有交货单，VBUK-WBSTK= 'C'3、“是否过账”默认值为：“全部”，即全部交货单“是否过账”选择“是”时，表示已经过账的交货单。
全面的公司行政费用统计表
1.96 4.23 1.96 4.23 1.96
2.96 5.23 2.96 5.23 2.96
2.96 6.23 2.96 6.23 2.96
20.22 35.60 20.22 35.60 20.22
6.34 12.88 6.24 5.88 5.34 5.34 12.28 13.24 9.33 14.33 19.33 21.33 131.86
0.78 2.00 0.78
2.96 2.00 2.96
1.08 1.50 1.08
0.96 1.50 0.96
0.78 1.50 0.78
0.78 1.50 0.78
2.96 1.70 2.96
1.08 5.00 1.08
0.96 3.23 0.96
1.96 4.23 1.96
2.96 5.23 2.96
2
小 计
其他类
小 计
二级明细
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水费 电缆
公益支出（捐赠） 宣传活动 其他支出
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费用合计
1月 2月 3月 4月 5月 6月 7月 8月 9月 10月 11月 12月 备注
3.56 7.92 3.66 3.42 3.06 3.06 7.62 7.16 5.15 8.15 #### #### 76.04
0.78 0.78 0.78 1.50 0.78
0.78 0.78 0.78 1.50 0.78
2.96 2.96 2.96 1.70 2.96
1.08 1.08 1.08 5.00 1.08
0.96 0.96 0.96 3.23 0.96
1.96 1.96 1.96 4.23 1.96