Description
- Purpose This assignment allows you to strengthen your skills in gathering and analyzing business-related information. In addition, 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: a focus on information research and the analysis of applied analytics.
Call Center Waiting Time
Part 1. Globalization and Information Research Scenario 1.?Companies that perform well in their country of origin usually consider expanding operations in new international markets. Deciding where, how, and when to grow 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 expected demand for the companys products/services
- Presence of local competitors
- The regulatory, economic, demographic, cultural, and political environments
- Carefully researching and analyzing these and other factors can help lessen the inherent risk of an overseas expansion strategy, thus increasing success.
You are assisting your companys data analyst in the business development department. Your task is to provide the answer to the following questions. Then, write a report to your boss, who will present it to the companys executive team.
Instructions: Write about a 525-word summary covering the following items. Use Word template Week 4 Globalization – Hypothesis Test APA(in Resources below).A. According to Brennens (2018) article, what were the most important strategic moves that propelled Netflixs successful international expansion?
B. Brennens (2018) article mentions big data and analytics investments as elements accompanying the second overseas expansion phase. Why was this investment necessary? What type of information did Netflix derive from the data collected?
C. According to Brennen (2018), explain exponential globalization.
D. Not all international expansion strategies are a resounding success. Research another article or video that discusses an instance in which an American companys 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? Provide an APA Reference and Citation.
E. Explain some of the reasons why certain companies expansion plans have failed in the past.
Part 2: Hypothesis testing Write about a 175-word summary and conclusion. Include the two hypothesis test results. Continue use of the Word template Week 4 Globalization – Hypothesis Test APA (in Resources).
Scenario 2.?Your organization is evaluating the quality of its call center operations. One of the more critical metrics in a call center is Time in Queue (TiQ), the customers wait before being serviced by a Customer Service Representative (CSR). If customers wait too long, they are more likely to get discouraged and hang up. Furthermore, customers who wait too long typically report an overall negative experience with the call. Youve conducted an exhaustive literature review and found that the average TiQ in your industry is 150 seconds (2.5 minutes). Another critical metric is Service Time (ST), also known as the CSR’s time servicing the customer. CSRs with more experience tend to resolve customer calls faster. Companies can improve average ST with more CSR training or channeling calls. For example, your company had an average ST of approximately 180 seconds (3.0 minutes) last month. The company has implemented a new protocol that channels call to CSRs based on their expertise to improve this metric. You will test the new protocol (PE) in comparison with the traditional (PT) protocol.
Instructions: Use the Call Center Waiting Time (in Resources). To save time, you may copy the steps from the Example hypothesis tests.A. Perform a one-sample, one-tail hypothesis test. (Refer to Example 1 in the Resources, and Doane et al. LO 9-05)1. Determine if the average TiQ for the new PE protocol is less than the industry standard of 150 seconds 2. Use a significance level of ? = 0.05 3. Assume the population variance, ?2, is unknown (this requires a t-test). Based on the analysis, explain if your company should allocate more resources to improve its average TiQ?
B. Perform a two-sample, one-tail hypothesis test (Refer to Example 2 in the Resources, and Doane et al. LO 10-02)1. Determine if the average service time with the new PE protocol is less than the traditional PT protocol2. Use a significance level of ? = 0.05 3. Assume the population variance, ?2, is unknown (this requires a t-test). Based on the analysis, explain whether the new PE protocol served its purpose.
Submit your Part 1 and Part 2 assignments. Grading is per a Rubric.
ResourcesHow Netflix Expanded to 190 Countries in 7 Years
