Reference no: EM133023361
A producer of computer-aided design software for the aerospace industry receives numerous calls for technical support. Tracking software is used to monitor response and resolution times. In addition, the company surveys customers who request support using the following scale:
-0-Did not meet expectations
-1-Marginally met expectations
-2-Met expectations
-3-Exceeded expectations
-4-Greatly exceeded expectations
The questions are as follows:
-Q1: Did the support representative explain the process for resolving your problem?
-Q2: Did the support representative keep you informed about the status of progress in resolving your problem?
-Q3: Was the support representative courteous and professional?
-Q4: Was your problem resolved?
-Q5: Was your problem resolved in an acceptable amount of time?
-Q6: Overall, how did you find the service provided by our technical support department?
A final question asks the customer to rate the overall quality of the product using a scale: 0-very poor, 1-poor, 2-good, 3-very good, 4-excellent. A sample of survey responses and associated resolution and response data are provided in the Excel file Customer Support Survey. Use whatever Excel tools you deem appropriate to analyze these sample data and write a report to the manager explaining your findings and conclusions.
FIRST - analyze the data in Excel - save your work and upload your Excel workbook as an attachment to this discussion.
NEXT - FORMAL WRITING - Explain your findings in paragraph format - answering all the questions above. This is an executive summary that you could submit to a boss - so do NOT just list the questions and answer them.
FINALLY - Discuss which descriptive statistical measures you used and why you felt those were the most appropriate to answer those questions.
When responding to classmates, compare/contrast methods used and any additional thoughts that could help the classmate expand on their report.
This post MAY be done in 1st person - personal opinion - for the final section. The FORMAL WRITING section should be done in 3rd person.