IBF Level 1: Leveraging Data for Business Advantage- You have noticed that over the past three years the number of complaints recorded in your Singapore office has increased, year on year, Assignment, ICA, Singapore

Core Module 4 – Leveraging Data for Business Advantage

Question 1.

a) You have noticed that over the past three years the number of complaints recorded in your Singapore office has increased, year on year. You think that this may simply be because the volume of business has increased but you are concerned that the Singapore office may be receiving a higher-than-average number of complaints.

You therefore think that it would be a good idea to look at the average complaints ratio across the region to decide whether the Singapore office has a relatively high or low ratio. Note that this is not an exercise in looking at trends but is designed to compare the current ratio between offices. When you suggest this to your supervisor, she agrees with the proposal. You are tasked with preparing a short note outlining:

i) the techniques and tools you will use to investigate the issue and

ii) how you will ensure that sufficient data exists and is used.

b) Your research uncovers the following pieces of data. 

• Last year the Singapore office processed around 170,000 pieces of business per quarter and received 604 complaints
• The Philippines office processed around 34,000 pieces of business per quarter and received 11 complaints
• The Malaysia office processed around 105,000 pieces of business per quarter and received 442 complaints
•  The Hong Kong office processed around 78,000 pieces of business per quarter and received 339 complaints. 
• The Cambodia office processed around 56,000 pieces of business per quarter and received 618 complaints.

i. Identify how you will organise the data for analysis.
ii. Analyse the figures above and present the results. Using the results, state whether there is cause for your original concerns or not, and highlight any issues that you think the data reveals that need to be investigated further.

Question 2.

Your internal audit department has reported that a recent review suggests that RMs are not properly considering the clients’ ability to afford the products they are recommending. The audit finding was made after reviewing a small sample of cancellation requests and noting that the clients often cited an inability to continue to afford making payments as the reason for cancellation. You feel that this conclusion is misleading. 

a) How would you test the outcome that they have arrived at? 

b) What other data would you consider needs to be reviewed to reach an accurate understanding?

Question 3.

a) You have been asked to present the findings of your analysis of complaints as detailed in Question 1 (Core Module 4) to the heads of all the regional business units at their forthcoming monthly meeting.

i) What visualisation technique(s) will you use, and why?
ii) What audience needs will you cater for and what is the objective of the presentation?

iii) Explain and comment on:
a. the context behind the visualised data patterns and
b. the limitations of the data set, and the interpretation of the findings.

iv) How will you organise the data for presentation?
b) Bearing in mind that the staff attending the session understand the complaints reporting mechanisms but are not statisticians or analysts, provide a short summary (suited to the level of understanding of your audience) which indicates:
i. the data trends and patterns
ii. the key meanings and insights.