1. As the Manager of Customer service at a Bank, you were assigned the job of revamping the Customer Service function at the branches. To get the project started, a research study at four branches was conducted to assess the effectiveness of a recent change in the customer account management process. Details of the study are as follows:

• A group of customers from each of the four branches were selected randomly and invited to participate in the study.
• Personal deposit and loan balances from these customers were extracted from the Bank's databases before the change took place.
• Personal deposit and loan balances from these customers were also extracted from the Bank's two months after the change
• A simple survey was conducted to ask the customers involved about their experiences with the change. A few variables from the survey were recorded and appended to the extracted deposit and loan file.