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Agricomp Case Study: Verifying Claims And Customer Service Process

696 words - 3 pages

AgriComp Case Study
AgriComp provides computer systems for farmers and is attempting to decide on whether to change procedures for warranty claims disputes. Currently local dealers are handling disputes and the customers are complaining about the dispute process. AgriComp has decided to investigate the process to determine if the voice of some customers represents the concerns of all customers. This case study will identify the variables presented, the level of measurement, and why these levels are appropriate. The team will also analyze a data set of sample responses to determine the recommendation to be made to management.
Variables Presented, Level of Measurement Used and Appropriateness
A one-part survey asking two questions was administered to the dealers. The first question used an ordinal scale to measure how many dealers supported the replacement of the existing system with the mediator system. The second question used the nominal scale to determine the frequency in which each dealer used the appeals process.
The variables presented in this case study are both independent and dependent. The first question represents a dependent variable; the question is asking how many dealers support the proposed new system (mediator vice existing appeals system). However, dealers cannot honestly or accurately respond unless he or she has used the new system. Furthermore, if each of the dealers did not personally experience the current appeals system the data presented would be skewed. The second question represents an independent variable because it relates to the number of times that each dealer has used the appeals process. The variables presented and the levels of measurement are appropriate. The analysis should indicate a direct relationship between the number of times each dealer used the current system within the last three years, and the level of support. This information will help management to determine if it would be cost-effective to implement the new system.
Cross Tabulation Results
The results of the cross tabulation indicate a need to improve the current process instead of changing to a mediator-based process. Only 34...

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