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Business Problem of Ask Your Computer Cal Center Assessment Answer

Task 1— Project: Business Problem

For your workplace, a workplace you have access to or a simulated business, you are required to identify one significant business problem. Having identified the problem, you must develop and maintain an information processing systems to support decision making around resolution of the problem.

In order to complete this task, you will need to:

source and analyse information for business decisions including: identifying business problems and issues and related knowledge and data requirements; confirming the clear and relevant objectives for analysis of information; applying statistical analysis, sensitivity analysis and other techniques to draw conclusions relevant to decisions; ensuring sufficient valid and reliable information or evidence is available to support decisions; using formal and informal networks to source information not held in formal systems; identifying and accessing sources of reliable information; using technology as appropriate; and consultation with stakeholders and specialists.

This information must be recorded in databases, logs and journals and must form the basis of a summary report that:

• Identifies the problem • Outlines the relevant information required • Specifies the methods by which the information is collected, collated and recorded • Defines how the information was tested for reliability and validity • Analyses the relevant information and applies it to the problem such that management decisions can be made o At least 3 of the following statistical techniques must be utilised: correlation calculations, long-term trend analyses, probability assessment, regulation analyses, short to medium-term trend analyses, dynamic programming, linear programming, queuing theory, simulation, transportation methodology • Describes use of technology for optimum efficiency and quality • Makes recommendations based of analysis of the collected information

As such, the completed report will:

• contribute information and the outcomes of analysis to decision making, and • disseminate information to relevant groups and individuals including:

o documenting information and updating databases o meeting identified needs of recipients o adhering to legal and organisational requirements for privacy and security o developing and implementing communication plans

Answer

Project - Business Problem


Introduction

The business considered for study here is a simulated business problem of a call center – “Ask Your Computer” (AYC). It is call center which provides services on behalf of a leading computer company. The call center has 100 employees who receive calls from the customers and try to resolve their problem in the best possible way and in least possible time.

Identification of the Problem

AYC is receiving lots of complaints against the employees from the customers in last three months. The customer’s complaints are regarding the longer time taken by the employees to resolve the problem or not solving the problem satisfactorily. The management wants to know if there is any relation between the call time and number of complaints. After the market study and research the management has concluded that the average call time for an employee should be 3 minutes. The call time of more than 3 minutes is considered to result in higher dissatisfaction in customers.   Thus the management wants to know if the average call timing of the employees in the company is more than 3 minutes and if there is any relation between the no of complaints and call time. The management has decided that if there is any relation than the employee with average call time of more than 3 minutes will have to undergo training for 1 week. Also the number of complaints of more than 20 in three months for an employee will be considered as the benchmark for additional training. The management needs to identify the employees who needs training to improve their problem solving skills and enhance customer satisfaction (Zwilling, M., 2020).

Relevant information required

The management has decided that they need information on the average call time taken by an employee. Also it needs to see the number of complaints received against him/her in last three months. If the number of complaints are more than 20 then the employee is also slated for training. The management also needs to see if there is any relation between the higher call time and number of complaints. Thus the data relating to 100 employees with their employee code, the average call time taken by him in last three months and the no of complaints received against him/her by the customers in last three months is to be compiled. 

Method of collecting and recording and collating information

To collect the desired information, the call timings of all the employees is recorded in last three months. The average of call time of each employee is calculated over the period. Also the log of number of complaints received against each employee is maintained. The data collected is as follows:

Data Available
Data Available
Employee IDAverage Call time Number of Complaints
Employee IDAverage Call time Number of Complaints
1013.3224
1512.4011
1023.8932
1523.9428
1033.2022
1533.4735
1043.3225
1543.6626
1053.1619
1553.3029
1062.5913
1562.4512
1073.6522
1573.2523
1083.7424
1583.0521
1092.7416
1593.3722
1103.4326
1602.8516
1113.8030
1613.5330
1122.3515
1622.9517
1133.3521
1633.3333
1143.1426
1642.9119
1152.5712
1652.7016
1163.2823
1663.0236
1173.2421
1673.4339
1183.8224
1683.5131
1192.9411
1692.9927
1202.9313
1702.3714
1213.1127
1713.9036
1223.7932
1723.3928
1232.5014
1733.1722
1243.0729
1743.4123
1253.4032
1753.1024
1263.2823
1763.2429
1273.1027
1772.8621
1283.8036
1783.8228
1292.7118
1793.1622
1303.3524
1804.0038
1312.7019
1812.3717
1323.5627
1822.5818
1332.8817
1832.3416
1342.7915
1843.1027
1353.3026
1853.9130
1362.7116
1863.8536
1373.2924
1873.2033
1383.9129
1883.9739
1392.8717
1893.3222
1402.9119
1903.9837
1413.2022
1913.3234
1422.4212
1922.8821
1432.7114
1932.7817
1442.6417
1943.8429
1452.8415
1953.8534
1463.2326
1963.0030
1472.9122
1973.0818
1482.9316
1982.6313
1493.2432
1993.1222
1502.8016
2003.3628


Information testing for reliability and validity

The information is collected through the system to ensure the correctness. The employee numbers are used instead of employee names so as to reduce the possibilities of any alternation due to biasedness. 

Analysis of the problem for problem solving

The information of 100 employees of the company is analyzed to solve the problem and help the management in better decision making.  The data in analyzed in following ways:

1. Find out if the average call time is more than 3 minutes: using the Excel software and “IF” function it is identified if the employee has the average call time of more than 3 minutes (exceljet.net, 2020).

Count of Employees with call time of more than 3 minutes = 63

Count of Employees with call time of less than 3 minutes = 37

Count of Employees with number of complaints of more than 20 = 66

Count of Employees with number of complaints of less than 20 = 34

It is observed that out of 100 employees 63 employees has the call time of more than 3 minutes. While the employees with the call time of less than 3 minutes are 37. The employees with more than 20 complaints are 66 while the employees with complaints less than 20 are 34. The increase number of complaints against the employees and more employees with higher call time partially justifies the management analysis.

The counting is performed using the “COUNTIF” function in Excel

2. Correlation between the number of complaints and Average call time: Using the statistics, correlation coefficient is calculated between the number of complaints and the average call time. 

The calculation results are as under:

Correlation coefficient


0.803709616


The correlation coefficient measures the relationship between the two variables (statisicshowto.com, 2020). The value of correlation co-efficient lies between -1 and 1. 

If the Value is:

  • 1, it  indicates there is  a strong positive relationship
  • -1 it indicates  there is a strong negative relationship
  • 0 indicates no relationship at all.


The correlation co-efficient of 0.80 indicates a positive relationship between the call time and number of complaints .Thus it can be concluded that the no of complaints increase with the increase in  call time.


3. Trend Analysis: The trend line between the average call time and number of complaints is as follows:

compliants vs call time

The trend analysis shows that as the average call time increases the number of complaints also increases. 

4. Regression Analysis: The regression analysis of the call time and number of complaints is as follows:

Regression Statistics






Multiple R0.804






R Square0.646






Adjusted R Square0.642






Standard Error0.264






Observations100















ANOVA







 dfSSMSFSignificance F


Regression112.4412.44178.800.00


Residual986.820.07




Total9919.25   











 CoefficientsStandard Errort StatP-valueLower 95%Upper 95%Lower 95.0%Upper 95.0%
Intercept2.02850.089622.62750.00001.85062.20641.85062.2064
X Variable 10.04860.003613.37150.00000.04140.05580.04140.0558



The regression line is 2.0285 +0.0486 x

Use of Technology for optimum efficiency and quality:

The above analysis is performed using the Excel functions. The results thus produced are accurate and quick making the analysis efficient.   The excel worksheet is attached for reference (CFI, 2020).

Recommendation:

It is observed from the above analysis that there is strong correlation between the increased call time and no of complaints against the employees in the call center.

Based upon the above analysis it is recommended that the management should go for training of the employees who has the average call time of more than 3 minutes to help them learn the skills so that they can resolve the customer queries in 3 minutes time. 

The management can also identify the employees with average call time of less than 3 minutes but number of complaints of more 20 to be enrolled for training.

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