Business Analytics Essay

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Performance Lawn Equipment: Case Study Chapter 4 Prepared for: Ms. Elizabeth Burke Performance Lawn Equipment: Executive Summary As part of ongoing efforts by Performance Lawn Equipment to improve all aspects of operations, and with a focus on product quality and equipment ease-of-use, the report is one of a series highlighting key statistical data and its implications. In this report, we have outlined statistical trends and performance indicators across the following categories: dealer and end-user satisfaction, customer surveys, response time for customer service calls, product defects after delivery, and sales trends for mowers and tractors for PLE compared to the industry. Methods and summary analysis are presented alongside visual data for quick consumption; detailed data are included in the appendices for your reference. Across all reporting areas, PLE is moving in a positive direction. Dealer satisfaction is on the rise, as is end-user satisfaction, particularly in areas that are of primary importance to PLE; product quality and ease-of-use are top-ranking attributes among customers; and response times to customer calls are trending down, as are the number of defects after delivery. At the same time, worldwide sales of tractors and mowers at PLE have a positive correlation to industry sales worldwide, indicating that PLE is performing on-trend. 4a. Dealer Satisfaction and End-User Satisfaction Data Interpretation We reviewed dealer and end-user satisfaction with PLE, both by year and by region. Tables A-1 to A-5 show the calculations for the dealer satisfaction by year using frequency distributions. One can see that the mean satisfaction ratings have been increasing from 3.8 in 2010 to 4.2 in 2014. The standard deviations, which in this case measure the tendency of the ratings across the regions to vary from the yearly average, have been

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