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Iim Ranchi - Group 1 - Assignment 2
Iim Ranchi - Group 1 - Assignment 2
The goal of the organization is to provide excellent customer service to its customers as this was main reason
behind companys market success. These measures are linked to companys goal and competencies as:
These would help company to compare performance of the top and average performers
These measures would also help in ensuring continuous performance and would also enable company to raise the overall performance of
the employees
METHODOLOGY
TEST FOR ASSUMPTIONS
Assumption 1 can be verified from We can verify assumption 3 as there
For assumption 2, we clearly have
the data sample provided to us in the are different participants in each
two groups for the performance : top
case demonstrating the values of group with no participant being in
performers and bottom performers
different metrics which is continuous more than one group.
Assumption 4
For Assumption 4 we did the box
plot analysis for both top performers
and bottom performers
For bottom performers we see
there is only one nearby outlier which
can be ignored
For top performers we have two
extreme outliers as John O'Brien and
Louise O'Brien. So, for the purpose of
further analysis we have ignored the
data for them
Box Plot for top performers Box Plot for bottom
performers
TEST FOR ASSUMPTIONS
Assumption 5
For normality test we did a 1-smaple KS
Test
We selected cases and did the normality
test separately for the top performers
and bottom performers
When significance (2-tailed) is above
0.05, the data is normally distributed
If significance (2-tailed) is below 0.05, we
go for the Mann Whitney U - Test
TEST FOR ASSUMPTIONS
Assumption 6
We did the Levenes test to test for homogeneity of
data
If sig (2-tailed) < 0.05, the null hypothesis is rejected
The null hypothesis is there is no significant
difference between performance of top and bottom
performers on the basis of the given metrics
We can see for call duration all the values are less
than 0.05
For customer satisfaction only value for July was
greater than 0.05 but for other months we have
value below 0.05 and can reject the null hypothesis
Call reference time can not be considered as a
good metrics for differentiating the top and bottom
performers
July August September
Call Duration
Customer Satisfaction
Reference time
EVALUATION OF NATASHAS BASED ON CHOSEN METRICS