Your manager, Andrew Frey, has deployed your team to assist a client with their efforts in improving customer satisfaction by looking at underlying data. The clients expectation is that the team would help in streamlining data & analytics activities so customer satisfaction can be improved with lower cost.

LiveWell is a healthcare managing company that is focused on overall wellness of their customers. Every month the company analyzes customer satisfaction through net promotor score (NPS). The customers are asked to rank their satisfaction level on a scale from 1 to 10. On this scale higher score (9 or 10) is considered as an indication of happy customer. Anything less than 9 is considered as an indication of unhappiness.

Currently, every month, an associate looks at the survey results and analyzes the results of 10,000 unhappy customers with the help of several variables (such as issue resolution time, answering calls, claims processing etc.) affecting customer satisfaction. Based on this analysis drivers (variables) causing unhappiness are identified. Using these results, strategies are designed with the hope that they will eventually enhance customer satisfaction. This entire activity takes 20 hours associates time. After this, the manager will also have to review these results to decide on deploying these strategies. The manger review will take 5 hours. Assume a manager bills at twice the hourly rate as an associate. The company thinks that current analysis is not very robust and it is only 50% accurate, and it also does not consider data quality aspects. The company also thinks the accuracy of the analysis is affected by poor data quality by 5%.

Youve already developed a model that can be used to determine root cause drivers and it can also be used to predict NPS based on the different drivers. Further, your model is 60% accurate. In addition, your model also has built-in data quality feature that will ensure the data used for model build is of high quality and fit for the purpose. Running this model takes 8 hours of an associates time for set-up , data pre-processing and analysis. Because of the higher complexity of the this modeling approach, the manager must spend a total of 3 hours reviewing the associates work.

You must make the decision on whether or not to use your model for this task and then defend that decision to your manager. You want to focus on three considerations when making your recommendation:

1. Minimizing the standardized hours required for this entire process,
2. Highlighting importance of data quality for analytics and
3. Providing better results through this model to enhance confidence in decisions.

KEY TASKS - Click to expand for access to all materials

Make a decision as to whether or not you would recommend the implementation of your model. Thenwrite a reportto Andrew explaining your decision. Be sure to include the following:

1. Your final recommendation should focus on whether to implement the model or continue with the current approach. You should include a justification of why you chose your proposed solution over the alternative, including key measures of the cost and performance of each approach.
2. An explanation about importance of having high-quality data.
3. If your team wants to further improve the accuracy of analytics, what types of models/analytics would you recommend for this application?
4. Any other considerations you feel are relevant to this decision, or additional information that would be helpful to have.
5. The quantitative analysis you performed to support your recommendation, including an estimate of the standardized hours required under each approach, reducing cost due to poor data quality and any model accuracy calculations that were relevant to your decision.
6. Include all your references at the end of your document.

Keep in mind the following:

• The executives reading the report are non-technical people and will not understand jargon or technical speak. They have asked that you provide your calculations as a reference, but the body of the report should summarize the key results of your analysis rather than diving into details.
• The executives will not likely read your report more than once and will be put off by anything overly complicated or unfocused on their questions.
• While you need to provide the information requested, it's up to you to determine how broad or specific the contents are and what content is included.
• Effective use of this project's required materials is critical to your success.

WHAT TO SUBMIT:

Yourreportto Andrew explaining your decision regarding the implementation of your model.