Juanle455
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Complete Top Performer skill-buildi...
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Juanle455 commits to:
- Finish intro stats book with exercises
- Gather all support data and put it in one centralized place to work with it - Build a model (not necessarily an statistical model in the strict sense of the word) out of that data that tells me the following: how saturated we are in terms of support capacity - Conduct meetings with support staff based on that data, get them to suggest at least 3 things we can start doing to improve/make support staff feel better about their jobs
No more reports due
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My Commitment Journal
 Juanle455
August 10, 2016, 8:27 PM
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The four milestones set for this project were as follows: 1. Complete intro statistics course/book. 2. Have all CSR metrics centralized in one sheet. 3. Build an statistical model that gives an approximate level of saturation for support capacity 4. Conduct sessions with support staff on the metrics, come up with 3 things we can start doing better. All four milestones were completed. The book was OpenIntro stats, I did the exercises on paper. Pictures: https://s9.postimg.org/x8bkg5bin/cap6.jpg https://s9.postimg.org/ma0axymxb/cap7.jpg The metrics were centralized in one sheet, as planned. Here’s a screenshot: https://s9.postimg.org/poihe3ibz/cap1.png I also took additional time to conduct further analyses on correlations between the # of tickets that a customer submits prior to cancellation and his likelihood to cancel. My findings were that most customers who cancel don’t actually submit tickets, which indicates that the major reason for canceling is that they aren’t using the service. The data is not normally distributed, but rather severely skewed to the right (see the long tails): Data from two different brands: https://s9.postimg.org/rhle2f3in/cap2.png https://s9.postimg.org/9g294m9hr/cap3.png Finally, I conducted separate meetings with support teams from different shifts to discuss some of my findings and invite them to propose solutions or things that we were missing. They suggested a total of 6 items between the two meetings, 4 of which are already under way and the other two still being discussed as possibilities. |
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Juanle455
August 6, 2016, 4:00 PM
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All items listed in the commitment have been completed. Going to do another round of statistics reading/exercises this coming week to reinforce acquired knowledge. Will post detailed report after the due date. |
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jppandith
- Referee approval report
Great job Juan!
Juanle455
- Committed user success report
The four milestones set for this project were as follows:
1. Complete intro statistics course/book.
2. Have all CSR metrics centralized in one sheet.
3. Build an statistical model that gives an approximate level of saturation for support capacity
4. Conduct sessions with support staff on the metrics, come up with 3 things we can start doing better.
All four milestones were completed. The book was OpenIntro stats, I did the exercises on paper. Pictures:
https://s9.postimg.org/x8bkg5bin/cap6.jpg
https://s9.postimg.org/ma0axymxb/cap7.jpg
The metrics were centralized in one sheet, as planned. Here’s a screenshot:
https://s9.postimg.org/poihe3ibz/cap1.png
I also took additional time to conduct further analyses on correlations between the # of tickets that a customer submits prior to cancellation and his likelihood to cancel. My findings were that most customers who cancel don’t actually submit tickets, which indicates that the major reason for canceling is that they aren’t using the service. The data is not normally distributed, but rather severely skewed to the right (see the long tails):
Data from two different brands:
https://s9.postimg.org/rhle2f3in/cap2.png
https://s9.postimg.org/9g294m9hr/cap3.png
Finally, I conducted separate meetings with support teams from different shifts to discuss some of my findings and invite them to propose solutions or things that we were missing. They suggested a total of 6 items between the two meetings, 4 of which are already under way and the other two still being discussed as possibilities.
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