Data Analysis - Research Paper Example

The period under study is from 1997 to 2001, a five year period. The basis for this particular study is the fact that the company promises to replace the copiers if the service personnel are not in a position to rectify or resolve service complaints within a period of 72 hours and the service commitment given to the customer is that the non-functional or problematic copier would be replaced within a period of 48 hours. Exhibit 1 below shows the sales figures for the five years under study across the different geographic locations and the annual growth rate.

The sales across were achieved by deploying extensive sales force in the marketplace. One of the principles that were used to increase revenues was to increase the sales force. The following table and graphs give the number of sales personnel during the study period. While sales is one of the parameters for increasing the revenues, it was found that the commitment of replacing un-serviceable photocopiers was eating directly into the bottom-lines of the company. The number of complaints received is captured as under - Exhibit 4 and graph 4: While measuring the effectiveness of the sales personnel, similar data is captured for service personnel.

Service personnel are people who attend to customer complaints once the product is sold and placed at the customer site. Exhibit 5 and Graph 5 show the number of service personnel. Exhibit 6 andExhibit 5 Number of service personnelGeoDec-97Dec-98Dec-99Dec-00Dec-011USA70841001221252UK36443440503Europe40485870704Asia24303542455Australia3056445355Graph 5 number of service personnel Exhibit 6 and graph 6 show the average number of service call