Reference no: EM134000047

Competency Statement 
Utilizing statistical probability models, you will be able to evaluate and analyze business data under uncertainty conditions. You will also be able to create and test hypotheses and draw conclusions based on samples of data.
Competency
Analyze business research to drive organizational decision making.
Learning Objective (LO)
Learning Objective 3
Learn techniques to analyze data under uncertainty conditions.
Learning Objective 4
Learn how to conduct hypothesis testing and draw conclusions about populations based on sample data.
Competency Assessment Description
Perform a test hypothesis to determine if a new protocol served its purpose.
Why It Matters
Watch the video below to learn more about this competency. CBE no longer uses the term modules; they are now called Learning Resources.
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Assessment Information
This assessment gives you an opportunity to strengthen your skills in gathering and analyzing business-related information. It also provides a deeper understanding of how companies can look at globalization as part of their strategic and operational plans.  No AI shortcuts — Get genuine assignment help from experienced, real tutors.

Download and save the Competency 2 Assessment Rubric and use it as a guide when completing your assessment.
Assessment Directions
Assessment Details
Scenario:
Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You've conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds). 
Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR's with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR's or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR's based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.