Mutivariate Data

Multivariate Data

QRB/501 Quantitative Reasoning for Business

Professor Anthony J. Matias

University of Phoenix

July 26, 2012

Multivariate Data

Abstract

The Preadmissions Testing (PAT), department at Good Sam Medical Center is receiving an increase in the number of customer complaints. PAT customers consist of patients, physicians, and various internal and external entities. Using multivariate data, I will discuss why the PAT department is experiencing an increase in customer complaint, the independent and dependent variables that will initiate a successful action plan to resolve, reduce, and prevent customer complaints.

The paper will review three dependents and the independent variables that accompany each. If the PAT department creates a successful action plan to decrease customer complaints, motivate staff to work as a team, and decrease the registration wait time, and customer satisfaction will increase and promote a consistent customer base.

Multivariate Data

Multivariate data is a set of measurements of two or more variables per item or issue. Multivariate data variables consist of dependent and independent variables that support each other. The question is why the PAT department is experiencing an increase in customer complaints. The major reasons for the customer complaints are the PAT service hours, and lack of teamwork among staff.

Understanding how the independent variable affects or changes the dependent variable is important. In this case the dependent is the customer complaint, the three important aspects of the complaint process must be understood. According to University of Florida, IFAS extension, the three important aspects of the complaint process are, actively seeking customer complaints, recognizing the type of customer, and responding appropriately based on the complainer.

Because Good Sam is a totally customer-focused organization; actively seeking out customer complaints is vital to responding effectively. Identifying...