CDW 2006 Annual Report Download - page 17

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Our technical support staff is well trained and maintains high levels of professional certification
from manufacturers relating to the products we sell. Our technical support staff is motivated to obtain
high certification levels, as they are compensated, in part, on the levels of those certifications.
Technical support is available by telephone 24 hours a day, seven days a week to assist customers
with technical problems or answer questions in order to increase customer satisfaction and reduce
product returns. We have developed a proprietary customer service tracking system to ensure that
customer-initiated service requests are responded to rapidly.
Information Technology Systems
Our information technology systems are a key element in our ability to be a leading provider of
multi-branded information technology products and services in the United States and Canada. Our
customized information technology and telephony systems allow for centralized management of key
functions, including inventory management, collection of accounts receivable, purchasing, sales, and
distribution. Additionally, our systems enable the preparation of daily operating reports which provide
thorough, detailed and timely information regarding key aspects of our business. Our proprietary
information technology systems enable us to enhance productivity, ship customer orders on a same-
day basis, respond quickly to industry changes and provide high levels of customer service.
Historical customer orders are tracked within our system so that we can provide our customers with
updates regarding product upgrades and other information relating to the products they purchase
from the Company.
During 2007, we intend to integrate Berbee, acquired in October 2006, into our information
technology systems, to aid the alignment of the CDW and Berbee sales organizations, maintain our
centralized management of key functions across the entire organization, and leverage our investment
in our proprietary information technology systems.
Our success is dependent on the accuracy and proper utilization of our information technology
and telephony systems. We anticipate that we will continue to upgrade the software and hardware
for our information technology systems. In addition, our ability to adapt our systems to changes in the
competitive environment or to take advantage of additional automation is dependent on our ability to
recruit and retain qualified information technology professionals.
Coworkers, Training and Culture
On December 31, 2006, we employed approximately 5,500 coworkers. We consider our
coworker relations to be excellent. No coworkers are covered by collective bargaining agreements.
We emphasize the recruiting, training and development of high quality coworkers throughout our
organization. Our objective is to promote coworkers from within the Company to positions of
increased responsibility, whenever possible. We help our coworkers develop through CDW
University, our company-wide training program. CDW University provides specialized training in
sales and relationship-building techniques, technical certifications, leadership development skills and
interpersonal and professional skills.
We strive to create a supportive and rewarding work environment. In 2007, we were named by
FORTUNE magazine as one of the “100 Best Companies to Work For” for the ninth consecutive year.
CDW coworkers are encouraged to provide their thoughts and concerns regarding the Company
directly to management, including through our whistleblower hotline and coworker surveys.
Incentive and Regular Compensation Arrangements
Compensation Arrangements. Our coworkers are compensated on a basis that rewards
performance and the achievement of identified goals. For example, account managers generally
receive compensation pursuant to a monthly commission schedule which is based on the gross profit
they generate. Account managers have the authority to negotiate and adjust prices for products,