Analyzing client disputes for an internet marketing service provider.

Our company is an internet marketing service provider  that has been struggling with client disputes expressing dissatisfaction with the company’s services which has resulted to a huge financial burden for the company.

MISSION: Identify the root cause of the disputes.

VISION: Improve the dispute resolution rate, reduce payment opt-outs and increase revenue.

CONCLUSION

The data analysis revealed that the majority of the disputes were related to communication breakdowns between the clients and the service providers. Further investigation showed that the clients who were dissatisfied with the service were usually the ones who had not been informed about the service process or the time taken to complete it. This lack of communication has led to unrealistic expectations, which ultimately resulted in the clients expressing dissatisfaction and refusing to pay for the services rendered.

A start up company is working on a new streaming platform. The project management team wants to know the ratio of movies to TV series and the frequency of new titles added by month.

CONCLUSION AND RECOMMENDATION

To address this, the recommendation is to implement a recognition program for disciplined employees and divisions, as well as incentivize the top three most punctual employees. On the other hand, some employees have displayed undisciplined behavior, such as excessive absences, tardiness, and leaving early. The PBF Department has the highest ratio of undisciplined employees. It is suggested to demand explanations from these employees and impose penalties if necessary, including contract termination. Stricter policies, internal communication, and training sessions should be implemented to reinforce punctuality and discipline. There is a seasonal pattern of higher tardiness and absences in February, June, and December, with Tuesdays and Thursdays being the most affected days. Leave requests from undisciplined employees should be rejected, and employees should be encouraged to submit leave requests in advance. Some employees have been perceived to receive preferential treatment, and a fair and transparent leave approval process should be established.

RFM Analysis

The dataset under study contains credit card transactions from the State of Oklahoma. It includes information on purchases made through the purchase card programs administered by the state and higher educational institutions. The purchase card information is updated monthly after the end of every month.