Operations Modeling Notes PDF

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Operations Modeling Notes...

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TABLEOFCONTENTS I nt r oduc t i on……………………………………………………………………………………………… 2 Me t hodol ogy Re s ul t s Co nc l us i on Appe ndi x

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I NTRODUCTI ON

Ama j ora u t omobi l ec o mpa n ya ppr oa c he dt hi st e a mi na ne ffor tt oa na l yz ei nf o r ma t i onr e g a r d i n g t he i rc u s t o me r ss i gni fic a ntc ompl a i n t sa g a i ns tt h ec o mpa n y . Thi sr e p or t ’ sp ur pos ei st oa na l yz e i nf o r ma t i ona ndda t apr o vi de db yt h i sc ompa n yt opr e v e ntt hec o mpl a i n t sf r om e s c a l a t i n gi n t oa n y l e g a lp r o c e e d i n g sa g a i ns tt h ec o mpa n y . Thi sr e po r ts e r v e st oc r e a t eapr e d i c t i v emode li nc l udi n g t hemo s ts i gni fic a ntf a c t or st ha twoul dma k eac us t ome rmor el i k e l yt oe s c a l a t et h e i rc o mpl a i nt i nt oal e g a lp r oc e e d i n g . Re c o r dst h a twe r el a be l e d“ Me d i a t i o n/ Ar bi t r a t i o n” ,“ Be t t e rBu s i n e s s Bur e a u ” ,“ Fi e l d ” , a nd“ La ws ui t ”we r ec on s i d e r e dma j o ri s s ue st ha tc o ul de s c a l a t ei nt oal e g a l p r oc e e di n g . Thet e a m wa spr o vi de dwi t honeEx c e lfil et ha tc ons i s t e dofs a l e sr e c or d sa nda no t he r e x c e lfil et ha tc ons i s t e dofc a s er e c or ds . Thus ,u s i n gMi c r o s of tAc c e s s , Ex c e la ndMi n i t a b ,t he t e a m wa sa b l et oc r e a t et hemode la ndal o g i s t i cr e gr e s s i ont ha twou l dbea bl et op r e di c tt he p r oba b i l i t yofac u s t ome re s c a l a t i n gt he i rc o mp l a i nti nt of ur t he rl e g a li s s ue s . METHODOLOGY

Thi st e a m wa sg i v e nt wod a t as he e t swi t hc l os et os e v e r a lt h o us a nd sofs a l e sa n d c a s er e c or d st h a tne e d e dt ob ea n a l yz e d .Wes t a r t e dou ra n a l y s i sb ye xp o r t i n gt he i n f o r ma t i o ngi v e ni nt h eEx c e ls pr e a ds h e e t si n t oMi c r os o f tAc c e s s .Th e nt h r ou g hr un n i n g SQLq u e r i e si nMi c r os o f tAc c e s s ,wewe r ea b l et oc l e a nupt h ed a t ag i v e nt oust ofind wha tv a r i a bl e swe r et h emos ts i g n i fic a n tt oo urp r e di c t i o nmod e l .Wer a nat o t a loft h r e e q u e r i e swh i c hwe r eu s e do nt h es a l e sr e c o r ds , c a s er e c o r dsa n dt he nafina lq ue r yt o c o ns ol i d a t ea l lt hei nf o r ma t i oni n t oon et a b l e .I no urs a l e sq u e r y , wema d es ur et h a te a c h o ft h ec a t e g o r i c a lv a r i a b l e s( q u a l i t a t i v ev a r i a bl e s )we r ea s s i g n e dwi t he i t he ra1o ra0t o e x pr e s swh e t he rt h ec us t o me rfitt hed e s c r i p t i o no ft h ec a t e g or i c a lv a r i a b l e .Al t h o u g h t he r ewe r et wod i ffe r e n tv e h i c l ema k ep os s i b i l i t i e sa n de i t he ran e woru s e ds a l et y p e ,o ur a n a l y s i sf o c u s e donVol k s wa g e nv e h i c l e st ha twe r ee i t h e raSe d a n ,Ha t c h b a c ko r Co n v e r t i b l ea ndc l a s s i fie da s“ Ne w”v e hi c l e s .Fo rf ur t he ri n f o r ma t i o n ,p l e a s es e e

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App e nd i xf ora l lSQLc o d e . Af t e rc l e a n i n gt h ed a t a ,wee xp o r t e dt h ei n f o r ma t i onf r o m Ac c e s sba c kt oEx c e li n o r de rt ou s eVBAt oc r e a t eap i v o tt a bl e . Onc eweha dt h ei n f o r ma t i o ni ne x c e l ,we o r g a n i z e dt h ei n f o r ma t i o nb yt h ec a s enu mbe ro fc o mp l a i n t sb yc us t o me r s .Thep i v o tt a b l e i n c l u d e dt h et o t a ln u mb e rofc a s e s( 2 3),n umb e ro fc ompl a i nt sp e rc a s ea n dt h e ma xi mu md u r a t i o nf ore a c hc a s e . Th er o wsi no urpi v o tt a b l ewe r et h en umb e ro fc a s e s a n dt hed a t awec h os et oi n c o r p or a t ei nou rp i v o tt a b l ewa st h enu mb e rofc o mp l a i n t sa n d t hema xi mumdu r a t i onf o re a c hc a s e . On c ewer a no u rVBAa p p l i c a t i o n ,api v o tt a b l ewa s p op u l a t e di nane ws h e e ta n dwewe r ea b l et oe a s i l yc a l c ul a t et h et o t a lnu mbe ro f c o mpl a i n t sa n dma x i mumdu r a t i onf o re a c hc a s e . Fi n a l l ya f t e rweha da l lo ft h i si n f o r ma t i o n ,wewe r ea b l et or uno url o g i s t i c s r e g r e s s i onmo de li nMi ni t a b . Wefir s tc r e a t e da na d d i t i o nc o l umnt h a two ul dbea50 % c h a nc eo fb e i n ge i t h e r1o r0. Wed e c i de dt ot a k et h i sme t h oda ndn otwor r ya b ou tt h ef a c t t ha tt hed a t ami gh tno tb ee x a c t l ys pl i ti nh a l fb e c a u s et h eo fl a r g eq u a nt i t yo fda t awe we r epr o vi d e dwi t h .Us i n gt hi sc o l u mnwewe r ea bl et os e p a r a t eou rda t ai n t oat r a i n i n g a n dv a l i d a t i ons e t . Si n c et h e r ewe r es oma n yv a r i a b l e s ,wede c i de dt oe l i mi na t e _ __ _ __ _ _ _c o l u mnss ot h a twec ou l de ffe c t i v e l yr unou rbi n a r yl o gi s t i cr e g r e s s i o nt e s t . Fr o mt h ee q u a t i onweg ota f t e rr un n i n gt h i st e s t ,wewe r ea b l et oa d da n o t h e rc ol u mn u s i n gt h ec a l c u l a t o rwh i c hs h o we dt h ep r e d i c t i o no ft h er e g r e s s i one q u a t i on .Weus e dt h i s d a t at op l o ta g a i ns tt h eo r i gi n a lt a r g e td a t ai nas c a t t e rp l o t .Forf ur t he ri nf or ma t i o n r e g a r d i n gt h es c a t t e rp l o t sa n dr e g r e s s i ont e s t ,p l e a s es e eAp pe n d i x .

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