Explain some of the reasons why certain companies expansion plans have failed in the past.

Assignment Content
Resources:
Microsoft Excel
“How Netflix Expanded to 190 Countries in 7 Years”
from Harvard Business Review
(Link in word document attached)
Call Center Waiting Time Excel Sheet (Attached)

Part 1: Globalization and Information Research

Context:Companies that perform well in their country of
origin usually consider expanding operations in new international markets.
Deciding where, how, and when to expand is not an easy task, though.

Many issues need to be considered before crafting an
expansion strategy and investing significant resources to this end,
including:
the level of demand to be expected for the companys
products/services
presence of local competitors
the regulatory, economic, demographic, and political
environments
Carefully researching and analyzing these and other factors
can help mitigate the inherent risk associated with an overseas expansion
strategy, thus increasing the likelihood of success.

As a data analyst in your companys business development
department, youve been tasked with the responsibility of recommending
countries for international expansion. Youll write a report to the companys
executive team with your research, analysis, and recommendations.

Instructions:
Write a 525-word summary covering the following items:

According to the article listed above, what were the most
important strategic moves that propelled Netflixs successful international
expansion?
The article mentions investments in big data and analytics
as one of the elements accompanying the second phase of overseas expansion. Why
was this investment important? What type of information did Netflix derive from
the data collected?
According to the article, what is exponential globalization?
Not all international expansion strategies are a resounding
success, however. Research an article or video that discusses an instance in
which an American companys expansion efforts in another country failed.
According to the article/video you selected, what were the main reasons for
this failure? Do you agree with this assessment?
Explain some of the reasons why certain companies expansion
plans have failed in the past.

Part 2: Hypothesis testing

Context:Your organization is evaluating the quality of its
call center operations. One of the most important metrics in a call center is
Time in Queue (TiQ), which is the time a customer has to wait before he/she is
serviced by a Customer Service Representative (CSR). If a customer has to wait
for too long, he/she is more likely to get discouraged and hang up.
Furthermore, customers who have to wait too long in the queue typically report
a negative overall experience with the call. Youve conducted an exhaustive
literature review and found that the average TiQ in your industry is 2.5
minutes (150 seconds).

Another important metric is Service Time (ST), also known as
Handle Time, which is the time a CSR spends servicing the customer. CSRs with
more experience and deeper knowledge tend to resolve customer calls faster.
Companies can improve average ST by providing more training to their CSRs or
even by channeling calls according to area of expertise. Last month your
company had an average ST of approximately 3.5 minutes (210 seconds). In an
effort to improve this metric, the company has implemented a new protocol that
channels calls to CSRs based on area of expertise. The new protocol (PE) is
being tested side-by-side with the traditional (PT) protocol.

Instructions:
Access the Call Center Waiting Time file (Attached file). Each row in the
database corresponds to a different call. The column variables are as follows:

ProtocolType: indicates protocol type, either PT or PE
QueueTime: Time in Queue, in seconds
ServiceTime: Service Time, in seconds
Perform a test of hypothesis to determine whether the
average TiQ is lower than the industry standard of 2.5 minutes (150 seconds).
Use a significance level of =0.05.
Evaluate if the company should allocate more resources to
improve its average TiQ.
Perform a test of hypothesis to determine whether the
average ST with service protocol PE is lower than with the PT protocol. Use a
significance level of =0.05.
Assess if the new protocol served its purpose. (Hint: this
should be a test of means for 2 independent groups.)
Submit your calculations and a 175-word summary of your
conclusions.

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