This assignment is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how c

 

Purpose  

This assignment is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how companies can look at globalization as part of their strategic and operational plans. The assignment has two parts: one focused on information research and analysis, and the other is on applied analytics.  

Resources: 

Part 1: Globalization and Information Research 

Context: Companies that perform well in their country of origin usually consider expanding operations in new international markets. Deciding where, how, and when to expand is not an easy task, though.  

Many issues need to be considered before crafting an expansion strategy and investing significant resources to this end, including:  

  • the level of demand to be expected for the company’s products/services 
  • presence of local competitors 
  • the regulatory, economic, demographic, and political environments 

Carefully researching and analyzing these and other factors can help mitigate the inherent risk associated with an overseas expansion strategy, thus increasing the likelihood of success. 

As a data analyst in your company’s business development department, you’ve been tasked with the responsibility of recommending countries for international expansion. You’ll write a report to the company’s executive team with your research, analysis, and recommendations. 

Instructions:  

Write a 525-word summary covering the following items: 

  • According to the article listed above, what were the most important strategic moves that propelled Netflix’s successful international expansion? 
  • The article mentions investments in big data and analytics as one of the elements accompanying the second phase of overseas expansion. Why was this investment important? What type of information did Netflix derive from the data collected? 
  • According to the article, what is exponential globalization? 
  • Not all international expansion strategies are a resounding success, however. Research an article or video that discusses an instance in which an American company’s expansion efforts in another country failed. According to the article/video you selected, what were the main reasons for this failure? Do you agree with this assessment? 
  • Explain some of the reasons why certain companies’ expansion plans have failed in the past. 

Part 2: Hypothesis testing  

Context: Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds). 

Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.  

Instructions: 

Access the Call Center Waiting Time file. Each row in the database corresponds to a different call. The column variables are as follows: 

  • ProtocolType: indicates protocol type, either PT or PE
  • QueueTime: Time in Queue, in seconds
  • ServiceTime: Service Time, in seconds
  • Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level of α=0.05.  
  • Evaluate if the company should allocate more resources to improve its average TiQ. 
  • Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level of α=0.05.  
  • Assess if the new protocol served its purpose. (Hint: this should be a test of means for 2 independent groups.) 
  • Submit your calculations and a 175-word summary of your conclusions. 

Submit your assignment.

Call Center Timing

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ProtocolType QueueTime ServiceTime
PE 43 976
PE 151 33
PE 57 35
PE 15 39
PE 45 41
PE 97 43
PE 239 43
PE 33 48
PE 31 48
PE 299 49
PE 27 50
PE 189 50
PE 51 51
PE 71 52
PE 57 56
PE 149 57
PE 209 61
PE 121 61
PE 65 63
PE 59 65
PE 29 68
PE 43 68
PE 91 71
PE 211 72
PE 95 72
PE 67 74
PE 143 75
PE 85 75
PE 173 75
PE 77 75
PE 25 76
PE 75 77
PE 41 79
PE 229 79
PE 47 80
PE 147 87
PE 247 90
PE 189 104
PE 89 106
PE 223 110
PE 265 121
PE 141 129
PE 167 131
PE 107 144
PE 261 157
PE 63 159
PE 37 167
PE 67 167
PE 91 168
PE 193 172
PE 133 195
PE 31 204
PE 203 210
PE 261 211
PE 205 246
PE 75 255
PE 31 260
PE 177 854
PE 193 899
PE 93 905
PE 53 942
PE 91 225
PE 103 239
PE 219 243
PE 179 268
PE 153 299
PE 57 319
PE 171 321
PE 71 388
PE 89 408
PE 89 577
PE 47 231
PE 291 33
PE 43 34
PE 121 35
PE 179 37
PE 129 38
PE 141 43
PE 73 45
PE 97 47
PE 141 52
PE 63 54
PE 51 56
PE 107 64
PE 99 65
PE 43 67
PE 123 69
PE 115 70
PE 129 76
PE 71 77
PE 33 78
PE 179 80
PE 131 83
PE 105 92
PE 95 94
PE 131 110
PE 143 110
PE 135 112
PE 75 119
PE 127 129
PE 277 140
PE 35 188
PE 97 204
PE 31 206
PE 119 207
PE 219 239
PE 47 214
PE 67 243
PE 65 387
PE 83 33
PE 87 34
PE 137 34
PE 91 34
PE 181 34
PE 29 36
PE 69 36
PE 61 36
PE 225 36
PE 147 37
PE 61 37
PE 89 37
PE 51 38
PE 27 38
PE 211 40
PE 37 40
PE 99 41
PE 59 41
PE 79 42
PE 225 42
PE 133 42
PE 43 43
PE 51 44
PE 107 44
PE 37 44
PE 145 45
PE 173 45
PE 63 45
PE 139 45
PE 31 46
PE 55 46
PE 99 46
PE 29 47
PE 105 47
PE 55 47
PE 47 47
PE 57 47
PE 195 47
PE 219 49
PE 83 49
PE 71 49
PE 65 50
PE 311 51
PE 753 51
PE 45 51
PE 151 51
PE 43 52
PE 47 52
PE 143 52
PE 715 52
PE 71 52
PE 43 52
PE 55 53
PE 53 53
PE 187 54
PE 213 54
PE 123 55
PE 265 55
PE 163 55
PE 107 55
PE 141 56
PE 67 56
PE 83 56
PE 47 56
PE 487 56
PE 41 57
PE 83 57
PE 753 57
PE 81 57
PE 767 57
PE 315 58
PE 241 59
PE 39 59
PE 85 59
PE 73 59
PE 199 59
PE 53 60
PE 71 60
PE 91 60
PE 179 60
PE 93 60
PE 47 60
PE 75 60
PE 109 61
PE 273 61
PE 37 61
PE 123 61
PE 155 62
PE 211 63
PE