MRA GA Group 12.pdf - Marketing and Retail Analytics Group Assignment Plumbing Case Study Submitted by MRA Group 12 Padmaja Kumari Jai Jangid Ankur

MRA GA Group 12.pdf - Marketing and Retail Analytics Group...

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Marketing and Retail Analytics Group Assignment Plumbing Case Study Submitted by: MRA Group 12 Padmaja Kumari Jai Jangid Ankur Madan Abhinav Kukreja
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Table of Contents Sr. No. Title Page No. 1 Customer Type Segentation 3 2 Job Codes Analysis 3 3 State wise requests 4 Operations Manager/ Chief Operating ofEicer 1 Operations manager Dashboard 5 2 Compounded Annual Growth Rate (CAGR) by revenue for each branch for the period 2011-13 6 3 Contact performance by revenue 7 4 Forecast no. of tickets for each branch for next 6 months 8 5 Resource planning based on the forecasted data 10 Marketing Manager - Customer Segmentation on the basis of RFM 1 Monetary Segmentation 12 2 Frequency Segmentation 13 3 Recency Distribution 14 4 Recency, Frequency, Monetary Segmentation 15 Branch Manager 1 Data Preparation 16 2 Data Cleaning 16 3 Additional Data Fields 17 4 Branches, States and Contacts 17 5 Year on Year Performance Dashboard 18 6 Service KPI dashboard 19
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Section 1 1. Customer type segmentation: Above pie chart shows the customer level segmentation based on count of tickets for each customer type. Here we have observed that CustType02 has not raised any complain in DE and WI state and same ways CustType03 has not raised any complain in RI state. 2. Job Codes Analysis Job codes that company needs to focus based on the number of requests raised against job codes in each of the state/branch are given below
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As per analysis in attached ^ile, top 5 job codes are 1, 2, 5,0 and 25 in terms of no of requests raised against them in states/ branch 0,1,2,5,25and 29 are the job codes where company receives maximum calls 1,2,0,7,3,14,23,27,50,8,17,21,15,31 are the job code showing growth over last year so company need to put more focus in above codes 20,15,31,16,19,32,11,40,33 are the job codes which are least present in some state 3. State wise requests: Job code Total no. of requests raised 1 873 2 632 5 622 0 392 25 310
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Top 15 states Bottom 15 states From above table we observe that NY, QH, FL are top 3 states having highest number os service requests and same way DE, KY and WI are having least no. of services requests. Operations Manager/ Chief Operating ofEicer 1. Operations manager Dashboard Top Contacts by Performance Top Branches by performance:
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2. Compounded Annual Growth Rate (CAGR) by revenue for each branch for the period 2011-13 CAGR for branches 33, 22, 27 and 17 is the highest because of their low revenue base effect. In terms of overall revenue branches 20, 7, 1 and 17 stand out. Branch 17 is a standout performer both in case of revenue as well as growth rate.
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3. Contact performance by revenue Aman was the top performer in terms of revenue generated followed by Mohammed, Chris, David and Charlie. In lieu of their good performance they can be recommended for bonus. Another way to look at the same data is “average revenue/ticket”. Based on this metric, Ramundo come out to be the top performer. This could be attributed to the fact that he was given very few tickets that required signi^icant effort and hence the ticket size was high.
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  • Summer '17
  • EKI
  • Revenue, Branch Manager

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