Business Analysis - Performance Lawn Case

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c. Complaints

Stacked area is a good option to show the number of complaints across different regions over the time:

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And stacked column is good indication to show how the split between regions over time:

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Complaints has been increasing for the past 5 years contributed by all the regions except for North America. So far North America and Europe are still the top two regions that have more complaints than the other regions, and complaints came in with seasonal impact per quarters, typically summer time there are more complaints than winter. The split among regions are relative stable with small range. Need investigation to understand the reason behind the seasonal impact and put improvement to reduce the complaints in summer time.

f. On-Time Delivery

Line chart is the best to show on-time delivery trend over time as below.

[pic 7]Overall the on time delivery performance is good with result over 97% all the time. There is no seasonal impact observed, but relative the on time delivery rate is worse in winter time. There is a significant deterioration of OTD showed for the past 6 month time, which need some attention for investigation.

g. Defects after Delivery

Stack area chart is good for showing defect after delivery trend over time:

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The total amount of defects has significantly dropped for the past 3 years, and there is no seasonal fact in the play, it is quite similar every month in the play. Need general action to improve the quality performance.

h. Response Time

A combination chart is the best to show the result on response time as below:

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Max and Min showed the variance for all the response time and the extreme cases per each quarter, Avg number gives the idea on the general trend, which shows other than a small peak in 2013 Q4, the response time is reducing which is good. There are relative more fluctuation on standard deviation analysis result, which is in line with the Max and Avg number, but fit in the same good indication that the response time has reduced down and in good trend.

In summary, PLE has improved a lot on quality control and customer service response part, which should have made the customers happier than before, but unfortunately the dealer satisfaction survey results showed negatively and more complaints over the years are reported, although a new region involved will contribute to that, but overall the performance is not good plus recent drop on OTD %, the key parts to be improved is on time delivery check and try to find out the things that customer complained about and take action to minimize those issues, especially the issues happened in winters. Also actions to be put in place to improve performance in China to catch up other regions too.