Paper details
The assignment has two parts: one focused on information research and analysis, and the other is on
applied analytics.
Resources: 
Microsoft Excel®
“How Netflix Expanded to 190 Countries in 7 Years” from Harvard Business Review
Call Center Waiting Time
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 company’s 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 company’s business development department, you’ve been tasked with the
responsibility of recommending countries for international expansion. You’ll write a report to the company’s
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 Netflix’s
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 company’s 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. You’ve 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. CSR’s with more experience and deeper knowledge tend to resolve
customer calls faster. Companies can improve average ST by providing more training to their CSR’s 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 CSR’s based on area of expertise. The new protocol
(PE) is being tested side-by-side with the traditional (PT) protocol.
InstructionsAccess the Call Center Waiting Time 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 α=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 α=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