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The Collections Subsidiary
Pfeifer, Phillip E.; Scherer, William; Fuller, Doug Case OM-1220 / Published February 9, 2005 / 7 pages.
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Product Overview

Mike Williams must analyze the results of 25,075 outbound phone calls placed by 145 phone representatives during a four-week period. Although many of the phone reps are being rewarded for outstanding performance, the call center as a whole is underperforming. Mike's supervisor has asked him to see if he can learn from the data.


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  • Overview

    Mike Williams must analyze the results of 25,075 outbound phone calls placed by 145 phone representatives during a four-week period. Although many of the phone reps are being rewarded for outstanding performance, the call center as a whole is underperforming. Mike's supervisor has asked him to see if he can learn from the data.

  • Learning Objectives