Ch3 Evans BA1e Case Solution

8/10/2019 Ch3 Evans BA1e Case Solution

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Datasheet: Dealer SatisfactionClustered Column Charts:

North America

Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sample Size

2008 1 0 2 14 22 11 502009 0 0 2 14 20 14 502010 1 1 1 8 34 15 602011 1 2 6 12 34 45 1002012 2 3 5 15 44 56 125

Over the years 2008 through 2012, there is an increase in the number ofNorth America dealers that responded with a rating of 4 and 5 for their overall satisfaction with PLE.The number of dealers with low satisfactory results also increased relatively over the years 2010 through 2012.

South America Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sam le Size

2008 0 0 0 2 6 2 102009 0 0 0 2 6 2 102010 0 0 1 4 11 14 302011 0 1 1 3 12 33 502012 1 1 2 4 22 60 90

There is a significant increase in the number of South American dealers that responded with arating of 5 over the years.

Europe Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sam le Size

2008 0 0 1 3 7 4 152009 0 0 1 2 8 4 152010 0 0 1 2 15 7 252011 0 0 1 2 21 6 302012 0 0 1 4 17 8 30

There are no Europe dealers with low satisfaction levels over the years.The number of dealers that responded with a rating of 2 for their overall satisfaction were constant.The dealers that responded with a rating of 4 were more in number each year.

Pacific Rim Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sam le Size

2008 0 0 1 2 2 0 52009 0 0 1 1 3 0 52010 0 0 1 1 3 1 6

2011 0 0 0 2 5 3 102012 0 0 1 2 7 2 12

There are no Pacific dealers with low satisfaction levels over the years.The number of dealers that responded with a rating of 4 increased each year.

0

10

20

30

40

50

60

Scale: 0 Scale: 1

Dea

0

10

20

30

40

50

60

70

Scale: 0 Scale: 1 S

Deale

0

5

10

15

20

25

Scale: 0 Scale: 1

Dealer

3

4

5

6

7

8

Dealer


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Datasheet: End-User Satisfaction

North America Clustered Column Charts:

Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sam le Size

2008 1 3 6 15 37 38 1002009 1 2 4 18 35 40 1002010 1 2 5 17 34 41 1002011 0 2 4 15 33 46 1002012 0 2 3 15 31 49 100

The number of North American End-users with a satisfaction level of 4 decreased each year andthe End-users with a satisfaction level of 5 increased each year.

South America Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sample Size

2008 1 2 5 18 36 38 1002009 1 3 6 17 36 37 1002010 0 2 6 19 37 36 1002011 0 2 5 20 37 36 1002012 0 2 5 19 37 37 100

The number of South American End-users were relatively constant over the years for each of thesatisfaction levels (except for "Scale: 0").

Euro e Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sample Size

2008 1 2 4 21 36 36 1002009 1 2 5 21 34 37 1002010 1 1 4 26 37 31 1002011 1 1 3 17 41 37 1002012 0 1 2 19 45 33 100

Most of the European End-users seem to be satisfied with PLE over the years indicated by the mixed rating.

Pacific Rim Scale: 0 Scale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5 Sample Size

2008 2 3 5 15 41 34 1002009 1 2 7 15 41 34 1002010 1 2 5 16 40 36 1002011 0 2 4 17 40 37 1002012 0 1 3 19 42 35 100

The number of Pacific Rim End-users were relatively constant over the years for the satisfaction levels 4 and 5.There seems to be a slight decreasing trend for the level 2 and a slight increasing trend for level 3.

0

10

20

30

40

50

60

Scale: 0 Scale: 1 Sca

End-Use

0

5

10

15

20

25

30

35

40

Scale: 0 Scale: 1 Sca

End-Use

0

5

10

15

20

25

30

35

40

45

50

Scale: 0 Scale: 1 S

End-User

10

15

20

25

30

35

40

45

End-Use


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Datasheet: Complaints

Month World NA SA Eur Pac China

Jan-08 169 102 12 52 3Feb-08 187 115 13 55 4Mar-08 210 128 15 61 6Apr-08 226 136 16 67 7May-08 232 137 17 73 5Jun-08 261 151 19 82 9Jul-08 245 140 18 80 7

Aug-08 223 128 16 76 3Sep-08 195 103 15 73 4Oct-08 174 96 14 62 2Nov-08 154 84 11 59 0Dec-08 163 99 9 54 1Jan-09 195 123 10 59 3Feb-09 221 141 13 62 5Mar-09 240 152 16 66 6

Apr-09 264 163 20 70 11May-09 283 178 22 75 8Jun-09 296 170 28 86 12Jul-09 269 153 25 81 10

Aug-09 256 146 23 79 8Sep-09 231 131 20 73 7Oct-09 214 125 16 68 5Nov-09 201 118 13 66 4Dec-09 171 96 11 61 3Jan-10 200 112 15 66 4 3Feb-10 216 117 18 71 6 4Mar-10 234 126 20 76 9 3 There is a cyclical pattern with a slightly upward trend in the number of comApr-10 253 138 23 79 11 2 In these years, the number of complaints registered in North America are May-10 282 152 26 85 14 5Jun-10 305 163 30 91 15 6

Jul-10 296 156 28 89 18 5Aug-10 279 148 26 86 15 4Sep-10 266 143 24 82 13 4Oct-10 243 131 21 76 12 3Nov-10 232 128 18 73 10 3Dec-10 203 107 15 70 7 4Jan-11 216 110 19 74 8 5Feb-11 239 123 23 79 10 4Mar-11 266 138 26 83 13 6Apr-11 284 150 30 88 11 5May-11 315 169 33 91 15 7Jun-11 340 181 37 95 19 8Jul-11 319 169 34 92 17 7

Aug-11 304 160 32 90 15 7Sep-11 277 141 29 87 14 6Oct-11 250 123 26 83 12 6Nov-11 228 112 24 77 10 5Dec-11 213 105 23 74 7 4Jan-12 240 121 26 80 8 5Feb-12 251 126 28 82 10 5Mar-12 281 148 31 85 12 5Apr-12 298 155 35 89 13 6May-12 322 168 39 95 12 8Jun-12 350 183 43 98 15 11Jul-12 330 170 41 95 14 10

Aug-12 311 158 38 93 13 9Sep-12 289 149 33 89 11 7Oct-12 265 136 30 85 8 6Nov-12 239 121 26 80 7 5Dec-12 219 108 23 76 7 5

0

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100

150

200

250

300

350

400

Jan-08

Mar-08

May-08

Jul-08

Sep-08

Nov-08

Jan-09

Mar-09

May-09

Jul-09

Sep-09

Nov-09

Jan-10

Mar-10

Number

of

Complaints

Comp


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181920212223242526272829303132

33343536373839404142434445464748495051525354555657585960616263

A B C D E F G H I J K L M N

Datasheet: Mower Unit Sales

Month NA SA Europe Pacific China WorldJan-08 6000 200 720 100 0 7020Feb-08 7950 220 990 120 0 9280Mar-08 8100 250 1320 110 0 9780Apr-08 9050 280 1650 120 0 11100May-08 9900 310 1590 130 0 11930Jun-08 10200 300 1620 120 0 12240Jul-08 8730 280 1590 140 0 10740


Jan-09 5980 210 690 140 0 7020

Feb-09 7620 240 1020 150 0 9030

Mar-09 8370 250 1290 140 0 10050Apr-09 8830 290 1620 150 0 10890May-09 9310 330 1650 130 0 11420Jun-09 10230 310 1590 140 0 12270Jul-09 8720 290 1560 150 0 10720

Aug-09 7710 270 1530 140 0 9650Sep-09 6320 250 1590 150 0 8310Oct-09 5840 250 1260 160 0 7510Nov-09 4960 240 900 150 0 6250Dec-09 4350 210 660 150 0 5370Jan-10 6020 220 570 160 0 6970Feb-10 7920 250 840 150 0 9160Mar-10 8430 270 1110 160 0 9970Apr-10 9040 310 1500 170 0 11020 The overall Mower sales follow a cyclical pattern with a constanMay-10 9820 360 1440 160 0 11780 The North American market is more promising with high Mower

Jun-10 10370 330 1410 170 0 12280Jul-10 9050 310 1440 160 0 10960

Aug-10 7620 300 1410 170 0 9500

Sep-10 6420 280 1350 180 0 8230Oct-10 5890 270 1080 180 0 7420Nov-10 5340 260 840 190 0 6630Dec-10 4430 230 510 180 0 5350Jan-11 6100 250 480 200 0 7030Feb-11 8010 270 750 190 0 9220Mar-11 8430 280 1140 200 0 10050Apr-11 9110 320 1410 210 0 11050May-11 9730 380 1340 190 0 11640Jun-11 10120 360 1360 200 0 12040Jul-11 9080 320 1410 200 0 11010

Aug-11 7820 310 1490 210 0 9830Sep-11 6540 300 1310 220 0 8370

Oct-11 6010 290 980 210 0 7490

Nov-11 5270 270 770 220 0 6530Dec-11 5380 260 430 230 0 6300Jan-12 6210 270 400 200 0 7080Feb-12 8030 280 750 190 0 9250Mar-12 8540 300 970 210 0 10020Apr-12 9120 340 1310 220 5 10995May-12 9570 390 1260 200 16 11436Jun-12 10230 380 1240 210 22 12082Jul-12 9580 350 1300 230 26 11486


0

2000

4000

6000

8000

10000

12000

14000

Jan-08

Mar-08

May-08

Jul-08

Sep-08

Nov-08

Jan-09

Mar-09

May-09

Jul-09

Sep-09

Nov-09

Jan-10

Mar-10

Sales

Mowe


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Datasheet: Tractor Unit Sales

Month NA SA Eur Pac China WorldJan-08 570 250 560 212 0 1592Feb-08 611 270 600 230 0 1711Mar-08 630 260 680 240 0 1810Apr-08 684 270 650 263 0 1867May-08 650 280 580 269 0 1779Jun-08 600 270 590 280 0 1740Jul-08 512 264 760 290 0 1826

Aug-08 500 280 645 270 0 1695Sep-08 478 290 650 263 0 1681Oct-08 455 280 670 258 0 1663Nov-08 407 290 888 240 0 1825Dec-08 360 280 850 230 0 1720Jan-09 571 320 620 250 0 1761Feb-09 650 350 760 275 0 2035

Mar-09 740 390 742 270 0 2142Apr-09 840 440 780 280 0 2340May-09 830 470 690 290 0 2280Jun-09 760 490 721 300 0 2271Jul-09 681 481 680 312 0 2154

Aug-09 670 460 711 305 0 2146Sep-09 640 460 695 290 0 2085Oct-09 620 440 650 260 0 1970Nov-09 570 436 680 250 0 1936Dec-09 533 420 657 240 0 1850Jan-10 620 510 610 250 10 2000 The overall Tractor sales continue to increase oveFeb-10 792 590 680 250 12 2324 There is sudden increase in the tractor sales in NMar-10 890 610 730 260 20 2510Apr-10 960 600 820 270 22 2672May-10 1040 620 810 290 20 2780

Jun-10 1032 640 807 310 24 2813Jul-10 1006 590 760 340 20 2716Aug-10 910 600 720 320 31 2581Sep-10 803 670 660 313 30 2476Oct-10 730 630 630 290 37 2317Nov-10 699 710 603 280 32 2324Dec-10 647 570 570 260 33 2080Jan-11 730 650 500 287 35 2202Feb-11 930 680 590 290 50 2540Mar-11 1160 724 620 300 63 2867Apr-11 1510 730 730 310 68 3348May-11 1650 760 740 330 70 3550Jun-11 1490 800 720 340 82 3432Jul-11 1460 840 670 350 80 3400

Aug-11 1390 830 610 341 90 3261Sep-11 1360 820 599 330 100 3209Oct-11 1340 810 560 320 102 3132Nov-11 1240 827 550 300 110 3027Dec-11 1103 750 520 290 114 2777Jan-12 1250 780 480 200 111 2821Feb-12 1550 805 523 210 121 3209Mar-12 1820 830 560 220 123 3553Apr-12 2010 890 570 230 120 3820May-12 2230 930 590 253 130 4133Jun-12 2490 980 600 270 136 4476Jul-12 2440 1002 580 280 134 4436


0

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1500

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2500

3000

3500

4000

4500

5000

Jan-08

Apr-08

Jul-08

Oct-08

Jan-09

Apr-09

Jul-09

Oct-09

Sales

T


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On-Time Delivery

Month Number of deliveries Number On Time Month Percent

Jan-08 1086 1069 Jan-08 98.4%Feb-08 1101 1080 Feb-08 98.1%Mar-08 1116 1089 Mar-08 97.6%Apr-08 1216 1199 Apr-08 98.6%May-08 1183 1168 May-08 98.7%Jun-08 1176 1160 Jun-08 98.6%Jul-08 1198 1181 Jul-08 98.6%

Aug-08 1205 1189 Aug-08 98.7%Sep-08 1223 1210 Sep-08 98.9%Oct-08 1209 1194 Oct-08 98.8%Nov-08 1198 1180 Nov-08 98.5%Dec-08 1243 1223 Dec-08 98.4%Jan-09 1220 1201 Jan-09 98.4%Feb-09 1241 1224 Feb-09 98.6%Mar-09 1237 1217 Mar-09 98.4%

Apr-09 1258 1242 Apr-09 98.7%May-09 1262 1246 May-09 98.7%Jun-09 1227 1212 Jun-09 98.8%Jul-09 1243 1227 Jul-09 98.7%

Aug-09 1281 1264 Aug-09 98.7%Sep-09 1272 1254 Sep-09 98.6%Oct-09 1295 1278 Oct-09 98.7%Nov-09 1298 1281 Nov-09 98.7%Dec-09 1318 1296 Dec-09 98.3% There is no major difference between theJan-10 1281 1264 Jan-10 98.7% the number of on-time deliveries made eaFeb-10 1320 1304 Feb-10 98.8%Mar-10 1352 1334 Mar-10 98.7%Apr-10 1336 1320 Apr-10 98.8%May-10 1291 1276 May-10 98.8%Jun-10 1342 1326 Jun-10 98.8%

Jul-10 1352 1337 Jul-10 98.9%Aug-10 1377 1360 Aug-10 98.8%Sep-10 1385 1368 Sep-10 98.8%Oct-10 1356 1338 Oct-10 98.7%Nov-10 1362 1346 Nov-10 98.8%Dec-10 1349 1333 Dec-10 98.8%Jan-11 1386 1371 Jan-11 98.9%Feb-11 1358 1342 Feb-11 98.8%Mar-11 1371 1356 Mar-11 98.9%Apr-11 1362 1348 Apr-11 99.0%May-11 1350 1338 May-11 99.1%Jun-11 1381 1366 Jun-11 98.9%Jul-11 1392 1378 Jul-11 99.0%

Aug-11 1371 1359 Aug-11 99.1%Sep-11 1402 1387 Sep-11 98.9%Oct-11 1384 1370 Oct-11 99.0%

Nov-11 1399 1377 Nov-11 98.4%Dec-11 1369 1357 Dec-11 99.1%Jan-12 1401 1390 Jan-12 99.2% The percentage of on-time deliveries madFeb-12 1388 1376 Feb-12 99.1% fluctuates between 97.5% and 99.5%.Mar-12 1395 1385 Mar-12 99.3%Apr-12 1412 1401 Apr-12 99.2%May-12 1403 1392 May-12 99.2%Jun-12 1415 1402 Jun-12 99.1%Jul-12 1426 1415 Jul-12 99.2%

Aug-12 1431 1420 Aug-12 99.2%Sep-12 1445 1426 Sep-12 98.7%Oct-12 1425 1414 Oct-12 99.2%Nov-12 1413 1403 Nov-12 99.3%Dec-12 1456 1427 Dec-12 98.0%

0

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1400

1600

Jan-08

Apr-08

Jul-08

Oct-08

Jan-09

Apr-09

Jul-09

Number

of

deliveries

96.5%

97.0%

97.5%

98.0%

98.5%

99.0%

99.5%

Jan-08

Mar-08

May-08

Jul-08

Sep-08

Nov-08

Jan-09

Mar-09

May-09

Jul-09

Sep-09


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234

56789

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18192021222324252627282930313233

343536373839404142434445

A B C D E F G H I J K L

Datasheet: Defects After Delivery

Defects per million items received from suppliers

Month Year: 2 Year: 200 Year: 201 Year: 201 Year: 2012

January 812 828 824 682 571February 810 832 836 695 575March 813 847 818 692 547April 823 839 825 686 542May 832 832 804 673 532June 848 840 812 681 496July 837 849 806 696 472August 831 857 798 688 460September 827 839 804 671 441October 838 842 713 645 445November 826 828 705 617 438December 819 816 686 603 436

The number of defects in supplier-provided material found each month in all shipments The number of ddecreased over the years 2008 through 2012. There was a sud

downward trend,

0

100

200

300

400

500

600

700

800

900

Defects

per million

Month

Defects After Delivery - Yearly

Year: 2008

Year: 2009

Year: 2010

Year: 2011

Year: 2012

0

100

200

300

400

500

600

700

800

900

Defects

per million


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Datasheet: Response Time

Response times to customer service calls

Q1 2011 Q2 2011 Q3 2011 Q4 2011 Q1 2012 Q2 2012 Q3 2012 Q4 2012

4.36 4.33 3.71 4.44 2.75 3.45 1.67 2.555.42 4.73 2.52 4.07 3.24 1.95 2.58 2.305.50 1.63 2.69 5.11 4.35 2.77 3.47 1.042.79 4.21 3.47 3.49 5.58 1.83 3.12 1.595.55 6.89 5.12 4.69 2.89 3.72 1.00 3.113.65 0.92 1.00 6.36 5.09 4.59 5.40 4.058.02 5.27 3.44 8.26 2.33 1.17 3.90 3.384.00 0.90 6.04 1.91 1.69 1.46 4.49 1.263.34 3.85 2.53 8.93 3.88 1.90 2.06 0.904.92 5.00 2.39 6.85 3.39 2.95 4.49 2.313.55 3.52 3.26 5.69 5.14 4.69 3.57 2.71

3.52 5.20 4.68 3.05 0.98 3.34 3.41 1.651.25 5.13 3.59 5.91 2.34 3.59 3.31 3.582.18 5.29 1.07 1.00 2.80 4.03 2.79 2.964.35 1.00 2.86 1.82 3.06 2.39 2.09 3.782.46 2.18 4.44 3.74 2.40 1.63 4.28 2.872.07 4.55 4.87 6.11 1.59 2.40 4.47 0.902.90 2.13 6.76 4.78 3.05 4.44 1.94 4.872.58 5.24 2.84 4.13 1.50 4.96 3.90 3.115.50 4.08 1.25 7.17 5.58 4.41 3.32 0.902.47 4.04 3.43 5.70 3.11 3.40 2.20 3.524.24 5.09 2.98 1.00 1.08 3.15 3.52 3.181.88 7.66 4.65 3.40 3.63 4.87 2.31 0.904.25 4.65 2.66 2.04 1.86 3.97 1.00 1.355.08 0.90 4.99 4.37 1.90 3.85 5.90 1.624.40 2.01 3.76 2.47 6.07 2.81 1.09 1.871.64 1.34 3.12 3.20 1.00 1.76 4.60 1.03

6.40 8.05 2.12 5.83 1.00 5.58 3.52 2.313.68 4.91 4.32 3.94 1.19 4.92 4.14 1.993.92 5.06 3.61 2.47 3.79 2.63 4.13 3.974.13 3.26 4.02 3.89 5.86 3.27 2.43 1.003.34 4.26 2.63 6.88 0.90 2.86 2.34 3.513.28 1.70 4.47 1.71 2.24 3.83 2.53 2.413.24 2.30 4.18 6.39 0.90 1.79 4.14 2.473.25 5.35 4.73 6.57 3.87 2.70 2.65 4.025.20 2.33 2.65 4.18 2.46 3.61 3.21 2.035.28 3.67 2.36 8.82 3.84 0.90 3.85 3.624.33 4.73 3.64 3.35 2.43 3.38 2.20 4.124.64 1.05 5.62 5.50 1.54 4.38 4.57 1.402.65 2.67 0.90 6.51 0.90 2.87 2.99 2.493.42 4.16 6.40 0.90 3.69 2.11 4.19 2.673.97 0.90 3.21 2.87 1.73 2.86 3.03 4.33

1.26 3.51 3.55 7.45 3.52 3.12 1.90 1.956.16 5.95 5.93 3.49 2.23 1.86 2.09 2.706.40 2.05 5.52 3.03 5.35 2.41 1.03 1.761.00 8.21 4.96 7.46 5.11 2.98 2.95 2.643.63 2.52 4.85 4.84 6.46 0.90 7.42 4.495.34 3.99 5.57 2.88 5.61 1.01 3.79 1.623.74 2.59 4.82 0.95 3.63 4.56 2.48 1.105.63 1.34 3.18 3.05 3.87 5.67 2.71 4.50

The response times taken by PLE customer-service personnel to respond to service calls show a random pattern for each quarter over the paHowever, the variation between the response times had decreased over the four quarters of 2012 except for an outlier of 7.42 in the third quar

4.00

5.00

6.00

7.00

8.00

9.00

Q1 2011

Q1 2011 4.00

5.00

6.00

7.00

8.00

9.00

Q2 2011


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Datasheet: Unit Shipping Co st

Existing Plants Customer Mowers Tractors

Kansas City Atlanta $1.31 $1.82 Mowers:Santiago Atlanta $1.31 $1.76 First Quartile $1.31 25% of the s

Kansas City Caracas $1.54 $1.90 Second Quartile $1.48 50% of the sSantiago Caracas $1.00 $1.26 Third Quartile $1.53 75% of the s

Kansas City London $1.49 $1.86 Fourth Quartile $1.72 100% of theSantiago London $1.58 $2.14Kansas City Melbourne $1.72 $2.34 Tractors:Santiago Melbourne $1.49 $1.80 First Quartile $1.77 25% of the sKansas City Mexico City $1.32 $1.76 Second Quartile $1.84 50% of the sSantiago Mexico City $1.22 $1.58 Third Quartile $2.11 75% of the sKansas City Shanghai $1.58 $2.13 Fourth Quartile $2.34 100% of theSantiago Shanghai $1.47 $2.03Kansas City Toronto $1.36 $1.79

Santiago Toronto $1.49 $2.13

Proposed Plants Customer Mowers Tractors

Auckland Atlanta $1.74 $2.26 Mowers:Birmingham Atlanta $1.02 $1.25 First Quartile $1.40 25% of the s

Frankfurt Atlanta $1.42 $1.70 Second Quartile $1.52 50% of the sMumbai Atlanta $1.57 $2.23 Third Quartile $1.66 75% of the sSingapore Atlanta $1.73 $2.35 Fourth Quartile $1.98 100% of theAuckland Caracas $1.54 $1.98Birmingham Caracas $1.37 $1.86 Tractors:Frankfurt Caracas $1.59 $1.88 First Quartile $1.78 25% of the sMumbai Caracas $1.61 $2.08 Second Quartile $2.01 50% of the sSingapore Caracas $1.50 $2.01 Third Quartile $2.17 75% of the sAuckland London $1.98 $2.60 Fourth Quartile $2.68 100% of theBirmingham London $1.47 $1.77

Frankfurt London $1.37 $1.64Mumbai London $1.44 $1.82 The unit shipping costs between the proposSingapore London $1.88 $2.68Auckland Melbourne $0.91 $1.17Birmingham Melbourne $1.52 $2.06Frankfurt Melbourne $1.73 $2.28Mumbai Melbourne $1.38 $1.63Singapore Melbourne $1.43 $1.70Auckland Mexico City $1.50 $2.07

Birmingham Mexico City $1.29 $1.79Frankfurt Mexico City $1.54 $2.04

Mumbai Mexico City $1.56 $2.22Singapore Mexico City $1.72 $2.09Auckland Shanghai $1.18 $1.63Birmingham Shanghai $1.60 $2.15Frankfurt Shanghai $1.65 $2.32Mumbai Shanghai $1.21 $1.47Singapore Shanghai $1.44 $1.78Auckland Toronto $1.86 $2.19


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Birmingham Toronto $1.34 $1.78Frankfurt Toronto $1.52 $1.87Mumbai Toronto $1.67 $2.14

Singapore Toronto $1.71 $2.03


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hipping costs fall at or below $1.31

hipping costs fall at or below $1.48hipping costs fall at or below $1.53

shipping costs fall at or below the maximum value $1.72

hipping costs fall at or below $1.77hipping costs fall at or below $1.84hipping costs fall at or below $2.11


hipping costs fall at or below $1.40

hipping costs fall at or below $1.52hipping costs fall at or below $1.66


hipping costs fall at or below $1.78hipping costs fall at or below $2.01hipping costs fall at or below $2.17


ed plants and the customers are more when compared to the costs of the existing locations.


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Datasheet: 2012 Custom er Survey

Region Quality Ease of Use Price Service

NA 4 1 3 4 Cross-Tabulation:NA 4 4 4 5

NA 4 5 4 3 Row Labels

Average of

Quality

Average of

Ease of Use

Average of

Price Average of ServiceNA 5 4 4 4 China 3.8 4.1 3 2.6NA 5 4 5 4 Eur 4.1 4.333333333 3.9 3.866666667NA 5 5 3 5 NA 4.6 4.27 3.71 4.31

NA 5 4 4 2 Pac 4.4 3.9 4.1 4.3NA 5 5 4 5 SA 4.28 3.92 3.5 4.24NA 4 4 4 5NA 4 5 4 5NA 4 5 1 4 Frequency Distributions: HistNA 5 5 4 4NA 5 4 3 3

NA 4 5 4 4 Region

Number of

Responses

NA 5 4 3 5 NA 100NA 5 5 2 5 SA 50NA 5 4 2 5 Eur 30NA 5 4 2 5 Pac 10NA 4 5 4 4 China 10NA 4 4 5 4 Total 200NA 4 4 2 4NA 4 3 3 4 50% of the responses are from North America, 25% from

NA 5 5 2 5 South America, 15% from Europe, andNA 5 3 4 3 5% each from Pacific and China.NA 5 4 4 5NA 5 5 2 5NA 5 5 5 3NA 4 4 5 4NA 5 4 4 4NA 5 1 5 5NA 5 4 3 5

NA 4 5 1 4 Survey Scale

Number of

ResponsesNA 4 4 3 5 Scale: 1 2NA 5 3 4 4 Scale: 2 2NA 5 5 2 4 Scale: 3 16NA 5 4 4 4 Scale: 4 75NA 5 5 4 4 Scale: 5 105NA 5 5 4 5 Total 200NA 4 3 3 5

NA 5 4 4 3 Quality of the PLE tractors was rated as "above average"NA 5 4 3 4 and "excellent" by most of the customers over all regions.NA 5 5 1 5NA 5 4 5 4NA 3 4 3 4NA 5 4 2 4NA 5 5 4 5

NA 5 5 3 4NA 5 4 4 4


Number of

Responses

NA 5 4 4 5 Scale: 1 3NA 5 4 1 4 Scale: 2 4NA 5 4 5 5 Scale: 3 17NA 5 5 3 4 Scale: 4 109NA 5 4 4 5 Scale: 5 67NA 4 3 5 5 Total 200NA 5 4 4 4

NA 5 5 5 5 The number of responses with "above average" rating areNA 5 5 4 5 relatively more over all the regions.NA 4 4 4 4 Most of the customers think that PLE tractors are easy to use.NA 5 4 5 5

NA 4 5 5 4NA 5 5 5 4NA 5 5 3 5NA 5 4 4 4NA 5 4 5 2 Price

Ease of Use

Quality

All the attributes

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Number of

Responses

NA 4 4 4 5 Scale: 1 9NA 5 4 4 4 Scale: 2 21

NA 5 4 3 5 Scale: 3 40NA 5 4 5 4 Scale: 4 87

NA 5 5 4 5 Scale: 5 43NA 5 4 4 4 Total 200

NA 5 4 5 2NA 5 3 4 5 Unlike the other attributes of the PLE tractors, there is a mixed

NA 5 4 5 5 response with considerable number of customers rating the priceNA 5 4 1 5 attribute as "poor", "less than average", and "average".

NA 4 5 3 5NA 3 5 2 5 However, the number of responses with "above average" rating are

NA 5 5 4 4 high.NA 4 4 3 5

NA 3 2 4 5NA 1 4 3 4


Number of

Responses

NA 5 5 4 4 Scale: 1 3

NA 4 5 5 5 Scale: 2 8NA 5 5 4 5 Scale: 3 25

NA 5 5 4 4 Scale: 4 86NA 4 2 4 5 Scale: 5 78

NA 5 4 5 4 Total 200NA 5 4 5 4

NA 5 5 4 3 Most of the customers think that the service is satisfactoryNA 5 5 5 5 over all the regions. However, there are customers who responded

NA 4 5 5 3 with a "poor" and "less than average" rating also.NA 5 5 4 5 The company should work towards improving its service over

NA 4 4 5 5 all the regions, specially in the new market region - China.NA 5 5 3 4

NA 4 5 2 4NA 5 5 5 4

NA 4 5 4 3

NA 4 5 5 4 Quartiles:SA 5 4 3 5 Quality Ease of Use Price S

SA 5 4 2 4 First Quartile 4 4 3 4

SA 5 4 5 5 Second Quartile 5 4 4 4SA 4 2 4 5 Third Quartile 5 5 4 5

SA 5 4 4 5 Fourth Quartile 5 5 5 5SA 4 5 2 5

SA 5 4 4 4SA 4 5 3 5

SA 4 4 4 3SA 4 4 2 4 Considering the trade-offs between the four attributes, the company can still work towar

SA 5 4 3 4 easy to use with a price reasonable for the customers based on each region.SA 3 3 5 5

SA 5 4 3 4SA 5 4 2 5

SA 4 4 3 4SA 4 4 3 5

SA 1 5 3 4SA 5 4 2 4

SA 4 4 4 4SA 4 4 5 5

SA 5 4 2 4SA 4 4 5 5

SA 4 4 4 3SA 3 3 4 5

SA 5 4 4 4SA 4 4 4 1

SA 4 5 5 5SA 4 1 4 5

SA 4 5 4 4

SA 4 4 4 5SA 5 4 3 4SA 4 4 4 5

SA 5 5 4 3SA 5 5 4 4SA 4 4 2 4

Service


14/16

SA 5 4 4 4

SA 5 4 1 4SA 3 4 4 5

SA 4 3 5 4SA 4 4 2 3

SA 5 4 3 3

SA 4 3 4 5SA 5 3 5 5SA 5 4 4 4

SA 5 4 4 4SA 3 4 3 4

SA 4 4 1 4SA 4 3 4 3

Eur 4 5 5 3Eur 4 4 4 2

Eur 3 4 5 4Eur 3 4 1 3

Eur 4 4 5 5Eur 5 5 5 5

Eur 5 5 5 1Eur 4 5 5 4

Eur 3 4 4 4Eur 3 5 3 3

Eur 4 4 5 4Eur 5 4 5 5

Eur 5 3 4 4Eur 5 5 4 5

Eur 3 4 4 4Eur 4 5 4 5

Eur 4 5 4 4Eur 5 4 4 5

Eur 4 5 4 4Eur 3 5 3 4

Eur 4 4 4 2Eur 5 5 3 4

Eur 5 3 4 5Eur 4 5 2 4

Eur 4 3 4 4Eur 5 4 3 3

Eur 2 4 4 4Eur 5 4 5 4

Eur 4 5 4 3Eur 5 4 1 5

Pac 5 4 4 5Pac 5 5 5 5

Pac 4 4 4 4Pac 4 3 4 4

Pac 5 4 5 4Pac 4 4 4 4

Pac 5 5 4 5Pac 4 2 3 3

Pac 3 4 4 4Pac 5 4 4 5

China 5 5 4 4China 5 5 4 3

China 4 4 3 3China 4 4 3 3China 4 4 3 2

China 4 4 3 3China 4 4 3 2

China 3 4 3 3

China 3 4 2 2China 2 3 2 1


15/16

ms:

NA SA Eur Pac China

Region

Number of Responses in each Region

Number of Responses

cale: 1 Scale: 2 Scale: 3 Scale: 4 Scale: 5

Survey Scale

Quality - Number of Responses

Number of Responses


Survey Scale

Easy to Use - Number of Responses

Number of Responses


16/16

ving the overall quality and service making the products


Survey Scale

Price - Number of Responses

Number of Responses


Survey Scale

Service - Number of Responses

Number of Responses

Documents

Ch3 Evans BA1e Case Solution