Description
here are the examples of the project
And here is the question or the instructions to do it.
Explanation & Answer
Hi there!Attached are the completed solutions for all 3 parts of the problem above using the worksheet you provided.Please take a look and let me know if you have any questions :)Thanks again!Selenica
Dealer Satisfaction
As displayed in Figure 1 below, dealer satisfaction with Performance Lawn overall is positive.
The market is growing, evidenced by the total number of foreign dealers outside North America.
Performance Lawn
Dealer Satisfaction: 2008 - 2012
Average amount of Respondents
35
30
25
20
Survey Scale
North America: 2008-12, = 77
South America: 2008-12, = 38
Europe: 2008-12, = 23
Pacific Rim: 2008-12, = 7.6
China: 2010-12, = 8
15
10
5
0
0
1
2
3
4
5
0: Very Unsatsified, 5: Very Satisfied
North America
South America
Europe
Pacific Rim
China
Figure 1: Dealer Satisfaction
We have maintained above-average satisfaction in all markets, where a vast proportion of
dealers surveyed reported satisfaction above 3. Of concern are the Chinese and North American
markets, where there are higher levels of both 2’s and 3’s.
End-User Satisfaction
Figure 2: End-User Satisfaction
End-user satisfaction in all markets displays more variance than dealer relationships. It would be
worthwhile to investigate our dealers, who are the point-of-contact for the end-users of our product.
There are higher levels of lower satisfaction reported by end-users.
Complaints
Complaints by Quartile: 2008 - 2012
Average Amount of Respondents
160
140
120
100
80
60
40
20
0
2008
2009
2010
2011
2012
Years
NA
SA
Eur
Pac
China
Figure 3: Complaints
Analysis of complaints by quartile for the following four years has revealed an undesirable
upward trend in complaints. Although the largest market, North America, spiked in 2009, 2012 saw a
return to previous levels. Even where complaints remain low on average, the markets are simply
smaller.
Figure 4: Complaints
As a percent total of complaints, North America has the most. As the largest market, this is
unsurprising. Complaints by region follow market share, with North America as the largest and China as
the smallest. Nevertheless, this points to a need to address dealer relations with end-users.
Mower Unit Sales
Mower Unit Sales
Pacific
2%
SA
3%
NA
China
0%
Europe
13%
SA
Europe
Pacific
China
NA
82%
Total Amount Sold: 548,883
Figure 5: Mower Unit Sales
North America remains the largest market for mower unit sales, with Europe a very distant
second. China comprises less than 1%. The Pacific Rim, China, and South America are all areas that
require attention for future growth.
Tractor Unit Sales
TRACTOR UNIT SALES
JAN 2008 - DEC 2012
Pac
10%
China
2%
NA
41%
Eur
24%
SA
23%
Total Amount Sold: 158,411
Figure 6: Tractor Unit Sales
Our distribution for tractor unit sales is extremely diverse, and we are more successful with this
product than mowers. South America and Europe are nearly at parity, in spite of the number of dealers
on average being much greater in Europe than South America.
On-Time Deliveries
On Time Deliveries: Performance Lawn Equipment
1500
1400
1350
1300
1250
1200
1150
1100
Jul-12
Oct-12
Jan-12
Apr-12
Jul-11
Oct-11
Jan-11
Apr-11
Jan-10
Apr-10
Jul-09
Oct-09
Jan-09
Apr-09
Jul-08
Oct-08
Jan-08
Apr-08
1000
Jul-10
Semiannual Figures:
January 2008 - Oct 2012
1050
Oct-10
Number of Deliveries
1450
Dec12
Number of deliveries 1086 1176 1220 1227 1281 1342 1386 1381 1401 1415 1456
Jan-08 Jun-08 Jan-09 Jun-09 Jan-10 Jun-10 Jan-11 Jun-11 Jan-12 Jun-12
Number On Time
1069 1160 1201 1212 1264 1326 1371 1366 1390 1402 1427
Figure 7: On Time Delivery
On a semiannual basis, Performance Lawn Equipment is very adept at delivering orders on time.
As the figure On Time Deliveries displays, our vendors move equipment quickly. We are able to avoid
profit loss due to shortage, with no indication that we are suffering inventory costs related to surplus. In
this manner, we are performing extraordinarily well.
Defects After Delivery
Defects After Delivery: 2008 - 2012
850
800
Defects (Millions)
750
700
650
600
550
500
450
400
2008
2009
2010
2011
2012
Figure 8: Defects After Delivery
Year-over-year, our defects upon delivery have substantially decreased. Each month in Figure 8
displays the total defects reported for each year in that month, and 2012 saw the sharpest decrease in
reported defects. If this trend continues, we will have defects to an acceptable number.
Response Time
Figure 9: Service Call Response Time
Despite a sharp spike in 2011, we seem to have response times down to an acceptable trend of
overall decrease. That is to say, the amount of time it takes to respond to a service call has decreased
year-over-year and continues to decline.
Site location costs
Current Locations
Proposed Locations
1st Quartile 2nd Quartile 3rd Quartile 4th Quartile
$
57.69 $
64.25 $
70.05 $
76.20
$
53.34 $
56.37 $
58.82 $
64.13
Figure 10: Site Costs by Percentile
All proposed locations are cheaper for each quartile than current locations. At both the extreme
ends—the first and fourth quartile—the proposed locations are $53.34 and $64.13 respectively. Even
the second and third quartile are lower in terms of shipping cost, and would thus be beneficial for a new
location.
Dealer Satisfaction
0
1
2
3
4
1
0
1
1
2
1
0
0
1
2
3
1,2
2
2
1
6
5
3,2
14
14
8
12
15
12,6
22
20
34
34
44
30,8
11
14
15
45
56
28,2
5 Sample
Size
50
50
60
100
125
77
0
0
0
0
1
0,2
0
0
0
1
1
0,4
0
0
1
1
2
0,8
2
2
4
3
4
3
6
6
11
12
22
11,4
2
2
14
33
60
22,2
10
10
30
50
90
38
0
0
0
0
0
0
0
0
0
0
0
0
1
1
1
1
1
1
3
2
2
2
4
2,6
7
8
15
21
17
13,6
4
4
7
6
8
5,8
15
15
25
30
30
23
0
0
0
0
0
0
0
0
0
0
0
0
1
1
1
0
1
0,8
2
1
1
2
2
1,6
2
3
3
5
7
4
0
0
1
3
2
1,2
5
5
6
10
12
7,6
0
0
0
0
0
0
1
0
0
0
1
4
2
0
0
1
5
8
2
0 0,667 3,333 3,333 0,667
1
7
16
8
Performance Lawn
Dealer Satisfaction: 2008 - 2012
35
Average amount of Respondents
Survey Scale:
North America
2008
2009
2010
2011
2012
Mean
South America
2008
2009
2010
2011
2012
Mean
Europe
2008
2009
2010
2011
2012
Mean
Pacific Rim
2008
2009
2010
2011
2012
Mean
China
2010
2011
2012
Mean
30
25
20
Survey Scale
North America: 2008-12, = 77
South America: 2008-12, = 38
Europe: 2008-12, = 23
Pacific Rim: 2008-12, = 7.6
China: 2010-12, = 8
15
10
5
0
0
1
2
3
4
5
0: Very Unsatsified, 5: Very Satisfied
North America
South America
Europe
Pacific Rim
China
2012 Customer Survey
Quality
Ease of Use
Price
Service
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
4
4
4
5
5
5
5
5
4
4
1
4
5
4
4
5
4
5
4
5
3
4
4
4
5
3
4
4
4
4
4
5
3
4
4
5
2
5
5
5
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
4
5
5
4
5
5
5
5
4
4
4
4
5
5
5
5
5
4
5
5
5
4
4
5
5
5
5
5
4
5
5
5
5
3
5
5
5
5
5
5
5
5
5
5
4
5
5
5
4
5
4
5
5
5
5
4
4
5
5
5
5
4
5
4
5
4
4
5
4
4
3
5
3
4
5
5
4
4
1
4
5
4
3
5
4
5
5
3
4
4
5
4
4
4
5
5
4
4
4
4
4
5
4
3
4
5
5
4
4
5
5
5
4
4
4
4
4
4
1
4
3
4
3
2
2
2
4
5
2
3
2
4
4
2
5
5
4
5
3
1
3
4
2
4
4
4
3
4
3
1
5
3
2
4
3
4
4
4
1
5
3
4
5
4
5
4
4
5
5
5
3
4
5
5
4
4
3
4
4
3
4
5
5
5
5
4
4
4
4
5
3
5
5
3
4
4
5
5
4
5
4
4
4
4
5
5
3
4
5
4
4
4
5
4
4
4
5
4
5
4
5
5
4
5
5
4
5
4
4
5
4
2
5
5
4
5
Region
Quality Avg
NA
SA
EUR
PAC
CHINA
4,60
4,28
4,10
4,40
3,80
Sum of Average of
each Customer
33,75
121,5
422,25
41,75
199,25
818,5
China
Eur
NA
Pac
SA
Grand Total
Regions
NA
SA
Eur
Pac
China
Frequency
100
50
30
10
10
200
Frequency Distribution for Customer Responses
Frequency of Responses
Region
100
80
60
40
20
0
NA
SA
Market Regions
Sum of Average of each Customer Sum of Price
500
450
400
Bin
1
2
3
4
5
350
First
300 Quartile
Second Quartile
Third
250 Quartile
Fourth Quartile
200
150
100
50
0
Quartiles in Excel
3,75
4,25
4,5
5
25% of the average responses fall at or below 3.75
50% of the average responses fall at or below 4.25
75% of the average responses fall at or below 4.5
100% of the average responses fall at or below 5
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
5
5
5
5
5
5
5
4
3
5
4
3
1
4
5
4
5
5
4
5
5
5
5
4
5
4
5
4
5
4
4
5
5
5
4
5
4
5
4
4
4
5
3
5
5
4
4
1
5
4
4
5
4
4
3
5
4
4
4
4
4
5
4
5
5
4
4
5
5
5
3
4
4
5
4
5
4
4
3
4
4
5
5
5
4
2
4
5
5
5
5
5
2
4
4
5
5
5
5
4
5
5
5
5
5
4
4
4
2
4
5
4
5
4
4
4
3
4
4
4
4
5
4
4
4
4
4
4
3
4
4
5
1
5
4
4
4
5
5
4
4
4
4
4
4
3
4
4
5
4
4
5
4
5
1
3
2
4
3
4
3
3
4
5
4
4
4
5
5
4
5
5
4
5
3
2
5
4
5
3
2
5
4
4
2
4
3
4
2
3
5
3
2
3
3
3
2
4
5
2
5
4
4
4
4
5
4
4
4
3
4
4
4
2
4
4
4
1
4
5
2
3
4
5
4
2
5
5
5
5
5
4
5
5
4
5
4
5
5
4
5
4
4
3
5
3
5
5
4
4
4
3
4
5
4
5
5
5
5
4
5
3
4
4
5
4
5
4
5
4
4
4
5
4
5
3
5
4
1
5
5
4
5
4
5
3
4
4
5
5
4
4
5
4
3
3
0
China
Region
Eur
NA
SA
SA
SA
SA
SA
SA
SA
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Pac
Pac
Pac
Pac
Pac
Pac
Pac
Pac
Pac
Pac
China
China
China
China
China
China
China
China
China
China
4
5
5
5
3
4
4
4
4
3
3
4
5
5
4
3
3
4
5
5
5
3
4
4
5
4
3
4
5
5
4
4
5
2
5
4
5
5
5
4
4
5
4
5
4
3
5
5
5
4
4
4
4
4
3
3
2
3
3
4
4
4
4
3
5
4
4
4
4
5
5
5
4
5
4
4
3
5
4
5
5
4
5
5
4
5
3
5
3
4
4
4
5
4
4
5
4
3
4
4
5
2
4
4
5
5
4
4
4
4
4
4
4
3
4
5
4
4
3
1
4
5
4
5
1
5
5
5
5
4
3
5
5
4
4
4
4
4
4
4
3
4
3
4
2
4
3
4
5
4
1
4
5
4
4
5
4
4
3
4
4
4
4
3
3
3
3
3
3
2
2
5
5
4
4
4
4
3
3
2
4
3
5
5
1
4
4
3
4
5
4
5
4
5
4
5
4
4
2
4
5
4
4
3
4
4
3
5
5
5
4
4
4
4
5
3
4
5
4
3
3
3
2
3
2
3
2
1
Ease of Use Avg
Price Avg
Service Avg
4,27
3,92
4,33
3,90
4,10
3,71
3,50
3,90
4,10
3,00
4,31
4,24
3,87
4,30
2,60
Sum of Price
Sum of Ease of Use Sum of Quality Sum of Service
30
117
371
41
175
734
41
130
427
39
196
833
38
123
460
44
214
879
Relative Frequency
50%
25%
15%
5%
5%
100%
uency Distribution for Customer Responses
Eur
Pac
China
Market Regions
Sum of PriceSum of Ease of Use Sum of QualitySum of Service
% of the average responses fall at or below 3.75
% of the average responses fall at or below 4.25
% of the average responses fall at or below 4.5
0% of the average responses fall at or below 5
Values
Sum of Average of each Customer
Sum of Price
Sum of Ease of Use
Sum of Quality
Sum of Service
26
116
431
43
212
828
NA
Pac
SA
End-User Satisfaction
2
6
4
5
4
3
4,4
3
15
18
17
15
15
16
1
2
1
3
0
2
0
2
0
2
0,4 2,2
5
6
6
5
5
5,4
18
36
17
36
19
37
20
37
19
37
19 36,6
38
37
36
36
37
37
100
100
100
100
100
100
1
2
1
2
1
1
1
1
0
1
0,8 1,4
4
5
4
3
2
3,6
21
36
21
34
26
37
17
41
19
45
21 38,6
36
37
31
37
33
35
100
100
100
100
100
100
2
1
1
0
0
0,8
3
2
2
2
1
2
0
1
0
0,3
3
2
1
2
5
7
5
4
3
4,8
4
37
35
34
33
31
34
Sample
5 Size
38
100
40
100
41
100
46
100
49
100
43
100
0
1
1
3
1
2
1
2
0
2
0
2
0,6 2,2
15
41
15
41
16
40
17
40
19
42
16 40,8
34
34
36
37
35
35
100
100
100
100
100
100
3
6
28
2
4
30
1
3
31
2 4,3 29,7
10
11
14
12
50
50
50
50
Performance Lawn
End-User Satisfaction Survey: 2008 - 2012
45
40
Average amount of Respondents
North America
2008
2009
2010
2011
2012
MEAN
South America
2008
2009
2010
2011
2012
MEAN
Europe
2008
2009
2010
2011
2012
MEAN
Pacific Rim
2008
2009
2010
2011
2012
MEAN
China
2010
2011
2012
MEAN
35
30
Survey Scale
North America: 2008-12
South America: 2008-12
Europe: 2008-12
Pacific Rim: 2008-12
China: 2010-12
25
North America
South America
20
Europe
15
Pacific Rim
China
10
5
0
0
1
2
3
4
5
Survey Scale based on Varying Sample Sizes and years (refer to key above)
0 = Very Disastified 5 = Very Satisfied
Complaints
Jan-08
Feb-08
Mar-08
Apr-08
May-08
Jun-08
Jul-08
Aug-08
Sep-08
Oct-08
Nov-08
Dec-08
Average 2008
Jan-09
Feb-09
Mar-09
Apr-09
May-09
Jun-09
Jul-09
Aug-09
Sep-09
Oct-09
Nov-09
Dec-09
Average 2009
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Average 2010
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Average 2011
Jan-12
Feb-12
Mar-12
Apr-12
May-12
Jun-12
Jul-12
Aug-12
Sep-12
Oct-12
Nov-12
Dec-12
Average 2012
2008-2012
Total Complaints
Total Complaints
World NA
169 102
187 115
210 128
226 136
232 137
261 151
245 140
223 128
195 103
174
96
154
84
163
99
203,25 118
195 123
221 141
240 152
264 163
283 178
296 170
269 153
256 146
231 131
214 125
201 118
171
96
236,75 141
200 112
216 117
234 126
253 138
282 152
305 163
296 156
279 148
266 143
243 131
232 128
203 107
250,75 135
216 110
239 123
266 138
284 150
315 169
340 181
319 169
304 160
277 141
250 123
228 112
213 105
270,92 140
240 121
251 126
281 148
298 155
322 168
350 183
330 170
311 158
289 149
265 136
239 121
219 108
282,92 145
SA Eur
12
52
13
55
15
61
16
67
17
73
19
82
18
80
16
76
15
73
14
62
11
59
9
54
14,6 66,2
10
59
13
62
16
66
20
70
22
75
28
86
25
81
23
79
20
73
16
68
13
66
11
61
18,1 70,5
15
66
18
71
20
76
23
79
26
85
30
91
28
89
26
86
24
82
21
76
18
73
15
70
22 78,7
19
74
23
79
26
83
30
88
33
91
37
95
34
92
32
90
29
87
26
83
24
77
23
74
28 84,4
26
80
28
82
31
85
35
89
39
95
43
98
41
95
38
93
33
89
30
85
26
80
23
76
32,8 87,3
Pac
China
3
0
4
0
6
0
7
0
5
0
9
0
7
0
3
0
4
0
2
0
0
0
1
0
4,25
0
3
0
5
0
6
0
11
0
8
0
12
0
10
0
8
0
7
0
5
0
4
0
3
0
6,833
0
4
3
6
4
9
3
11
2
14
5
15
6
18
5
15
4
13
4
12
3
10
3
7
4
11,17 3,833
8
5
10
4
13
6
11
5
15
7
19
8
17
7
15
7
14
6
12
6
10
5
7
4
12,58 5,833
8
5
10
5
12
5
13
6
12
8
15
11
14
10
13
9
11
7
8
6
7
5
7
5
10,83 6,833
NA SA Eur
Pac
China
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