Quantitative Methods Case Study

Case Title:

Conversys Inc.

Abstract:
The case details the performance evaluation methods of a call centre company Conversys Inc. Very soon after its inception in July 2000, Conversys became one of the most reputed call centres in Hyderabad, India. The case ends with the dilemma of one of its unit managers, Amit Vardhan, whether one of his subordinate should undergo further training for improving the performance.

Pedagogical Objectives:

• To understand the concept of type I and type II errors in hypothesis testing
• To be able to compute the probability of committing type I and type II errors along with the concept of power of test
• To understand the concept of one sample hypothesis testing of means
• To understand the concept of paired t-test i.e., hypothesis test of difference of means for dependent samples
• To understand the concept of hypothesis test for difference of means for independent samples.

Keywords : Quantitative Methods; Decision Science; Analysis; Hypothesis Testing; Statistics; Decision Dilemma; Sampling Distribution; Sampling Error; Type I Error; Type II Error; MBA Course Case Mapping; Business Statistics; Quantitative Methods; Course Case Mapping

Contents:

• Background
• Performance Evaluation Method at Conversys
• The Dilemma of Amit Vardhan