I’ve seen freshers struggling to solve case studies during interview. Infosys helps BMG Modernize their Royalty and Analytics Platform to drive digital transformation. This will allow you to train them on different skills and therefore decrease the resolution time dynamically. Great. Nearly half of all organizations say cloud-based business intelligence (BI) solutions are either critical or very important to their operations, according to a … Hi Tavish – As usual great article. I used R to model it and the result I got is better than adding the diagonal values. Got a minimum value of 3750 by integer optimization. I used the solve_LSAP method for determining the same. Hence we move to the cell (B,Y) and make the next assignment. Ultimately, you want a dynamic system which can do such an allocation on real time. Microsoft Azure Cognitive Services – API for AI Development, Spilling the Beans on Visualizing Distribution, Kaggle Grandmaster Series – Exclusive Interview with Competitions Grandmaster and Rank #21 Agnis Liukis. Despite the company’s operational data being siloed and difficult to access.AtScale helped them: How To Have a Career in Data Science (Business Analytics)? How do you get to the table with estimated numbers is a challenging task. Great ideas. These 7 Signs Show you have Data Scientist Potential! Can you think of other checks to make this case study mimicking the actual call center in a better way? Applied Machine Learning – Beginner to Professional, Natural Language Processing (NLP) Using Python, https://www.dropbox.com/s/yfkxhjgup2x5bpn/Solution.JPG?dl=0, https://www.dropbox.com/s/fvv8jk7xgx2rghh/Solution.JPG?dl=0, 40 Questions to test a Data Scientist on Clustering Techniques (Skill test Solution), 45 Questions to test a data scientist on basics of Deep Learning (along with solution), Commonly used Machine Learning Algorithms (with Python and R Codes), 40 Questions to test a data scientist on Machine Learning [Solution: SkillPower – Machine Learning, DataFest 2017], Top 13 Python Libraries Every Data science Aspirant Must know! Will keep the topics in mind. Thanks, 2 300 The results were as below: A B C D E F There is no one shot winning formula in case studies. Making a case for customized solutions.. Each case study of Customer Analytics reflects a few common features: a thorough understanding of the business requirements; a clear-headed view of the challenges involved; and a solution-based approach that is tailored to reality. To simply evaluate the results , we assign all A’s for X type of calls. And for the optimized calculation, I add elements that are highlighted in yellow. For instance, if we look at the entire cost matrix, we find the minimum time is for X customer being attended for caller D, hence we make the maximum assignment at this combination. Whereas analytics means to translate information into business insights, ultimately empowering decision makers to make better decisions, faster. Thank you for this, i have few questions? This can again be done by multiple algorithms, namely – Stepping stone, MODI etc. good work Your objective is to complete the work of all the callers in the least aggregate time. These training combinations are A,B,C,D,E and F. For instance set A is the population who have gone through training 1,2,3,4,5 and 6. This has become paramount problem such as operational cost, team efficiency and Mean Time Response for each ticket (MTTR), all … Because customers might not call the call centers frequently, more important attributes will be his /her demographic and relationship with the company. This article is about a case study on Call Center Optimization. You have 7 types of callers and 7 types of customers. 4 350 Relationship balance of the customer : How valuable is the customer for the bank. If this is less than order of matrix (in this case it is 3) then note down minimum of costs which are uncovered while drawing the lines. Thanks for the article.I understood the factors you chose for both callers and customers.But how did you convert them into a mathematical matrix.For e.g how can we mathematically prove that if caller 2 calls customer 3 , then the call would last for 24min. Even I have same question. Recent highlights included a case study run by Deloitte, a presentation from SAS on the Future of Analytics and ongoing dissertation projects with Unilever, CGA, Barclays and Convergys. Also cancel all the zeros in the same column. Case Study. Tavish Srivastava, co-founder and Chief Strategy Officer of Analytics Vidhya, is an IIT Madras graduate and a passionate data-science professional with 8+ years of diverse experience in markets including the US, India and Singapore, domains including Digital Acquisitions, Customer Servicing and Customer Management, and industry including Retail Banking, Credit Cards and Insurance. Amazon is the world’s leading online retailer and provides a wide range of cloud services through its Amazon Web Services (AWS) division. Applied Machine Learning – Beginner to Professional, Natural Language Processing (NLP) Using Python, 40 Questions to test a Data Scientist on Clustering Techniques (Skill test Solution), 45 Questions to test a data scientist on basics of Deep Learning (along with solution), Commonly used Machine Learning Algorithms (with Python and R Codes), 40 Questions to test a data scientist on Machine Learning [Solution: SkillPower – Machine Learning, DataFest 2017], Top 13 Python Libraries Every Data science Aspirant Must know! This can again be classified into 4 categories. I asked questions. He is fascinated by the idea of artificial intelligence inspired by human intelligence and enjoys every discussion, theory or even movie related to this idea. How an operational analytics project helped uncover $3 million in savings. Well, I know this is not the right place for this post, but there should be a well developed app for analyticsvidya apps, hi tavish Problem formulation is more critical. Hi Raghvan, Thanks, In doing so, Nissan was able to increase production and capture market share from its slower-to-recover competitors. However, there is no guarantee of which algorithm wins in any iteration. Z 50 100 3 100 Facebook; Twitter; Email; LinkedIn Im learning to understand analytics and how to implement this in my line of work. This is a far better assignment than the random allotment. A business case analysis is made to present ways on how the requirements of a program or a project can be provided in a timely manner to ensure the smooth flow and effectiveness of the entire program life cycle. We will formulate this problem in a similar fashion as we try a transportation algorithm. You can input new data into your healthcare analytics dashboards and let the software do the work for you. And to optimize combination of customer-caller pair, you need to understand how are customer different from each other and how are callers different from each other. Tavish. Intercontinental Exchange: Financial Services Company Chooses a Cloud Data Platform for the Center of its Data Strategy. Now we calculate the total time which in this case comes out as 7550 minutes. Client background This water services company is responsible for delivering water to +3 million households in +150 municipalities and offers many water-services to industry and companies. 1 200 6 150 The unit has fewer than 100 people divided among data science/analytics, technology, and social media. R program gave the below assignment. How To Have a Career in Data Science (Business Analytics)? Thanks for the excellent article Tavish, one of the challenges call centers face is the optimum scheduling of agents: basically how many agents need to be staffed to take the calls. I am eager to know your allotment. Case Studies How Lima Memorial Unlocks the Operational Value of Embedded Analytics with Logi. Using exploratory analytics techniques a leading beverage producer was able to take the first step in uncovering actionable opportunities that could deliver results in the near-term. Operational excellence innovation with data analytics: three federal case studies Professional Forum Angie Judge, Dexibit, New Zealand, Shanita Brackett, Smithsonian Institution National Museum of African American History and Culture, USA, James Oelke Farley, US Army Museum Enterprise, USA. Also cancel all the zeros in the same column. 1 200 Thank you. Hope this helps. Modeled and solved in GAMS. To optimize this problem, you first need to understand that here we are dealing with two entities : Customers and the caller. The challenge intensifies when you have your agents going on vaction/sick days or having lot of turnovers. For the initial calculation I am just adding the elements on the diagnol. 5 250 I’m sure this is a new case study type for you. An equipment maker lacked the algorithms to plan and sequence part of . Note that all the numbers are simulated and are used to bring out a concept and does not come from a real case. So, during interview I didn’t have to tremble thinking about the type of case study I’ll get. Type of product which a customer holds : Is the product more prone to disputes or are plain vanilla deposit products? These 7 Signs Show you have Data Scientist Potential! Why should we go for 3rd customer for 2nd caller if in second row, we only have 1 zero and that too is for customer 7(bcz as per the rule, we need to choose zeros from those rows where there is only one zero)? Following is a grid, which you can refer to check the resolution time for each combination : Here is the catch! Explore the e-book. Let’s try looking at it with a case study. Does it mean replacing 0 with some value? Imagine this problem getting to an extent where 1000s of callers respond and 100000s of customers call. Microsoft Azure Cognitive Services – API for AI Development, Spilling the Beans on Visualizing Distribution, Kaggle Grandmaster Series – Exclusive Interview with Competitions Grandmaster and Rank #21 Agnis Liukis. In previous few articles (beginner, intermediate and queuing theory), we have completed a variety of case studies used in operation analytics.One of which was based on assignment algorithm in call centers. The R model however pointed to the below assignment and I see that its minimum Also, the calls you get on a daily basis have different types of queries. Generally, calls allocation to call agent is done by using Queue Theory. I had worked on the sensitivity analysis of an assignment problem. Taxonomy Auto Clustering for Support Tickets. This is basically the cost of not making an assignment in the current iteration. So, we probably need a more scientific way to do this problem. One of which was based on assignment algorithm in call centers. Great article. I also have the same number. This is a very interesting domain, one of the metrics i have seen used is the average speed of answer for a call. “Utilization rate of the caller : A caller who is highly utilized might have a lower efficiency compared to others.”, can’t understand, plz explain this with a small example. Customer satisfaction : It might not directly hit the cost or revenue but definitely hits the bottom line in a longer term. 8 Thoughts on How to Transition into Data Science from Different Backgrounds. Hi, Machine Learning. Yes. I myself had struggled a lot during initial days, but with practice I was able to overcome this difficulty. I would however point that, when I implemented the Hungarian algorithm in R using the package “clue”, I could find that the optimal allocation is not what you have mentioned. Achieve the correct balance of Stock vs Sales . Following is our penalty cost table : As we see the penalty cost is maximum for the caller types D. And we need to immediately assign the maximum value to caller D. Once done, we again recalculate all the penalty costs and move on with the assignment. I hope I am able to put forward my queries for these 3 callers. For 7th caller, I chose 5th customer bcz the cost factor was least for 5th customer (15th it was). R or even excel is ok for learning, but a commercial grade hosted solution is a different use case. I’d love to know your. For simplicity we will not take customer satisfaction in this analysis. 8 Thoughts on How to Transition into Data Science from Different Backgrounds. Maintain the latest security methods for increasingly large data volumes and simplify regulatory compliance in a … Right Stock, Right Place, Right Time. b(j) Confused with the line which says – select the row which has one zero n do the assignment ?? Now do can you write an article with a program algorithm solution in R, Python, etc. BTW, do we have better algorithm than Hungarian to solve such assignments problems? Resources - Case Studies; Price & Operational Analytics ; About The Customer . The total cost here is 4400, which is not better the last method. We will try to create a formulation which can be solved using an assignment problem. On a daily basis you get following distribution of calls : The number of calls might vary with days but remains almost constant at this ratio. Find a row which has only one zero and make the assignment. Did you like reading this article ? Usually, a business case analysis is developed by the stakeholders of the business or a project. Infosys helps major healthcare player to improve operational efficiency and achieve faster time to market. It is the assurance from the company that anything going bad will be resolved as soon as possible. This is an interesting case study, I used Simplex method in Solver with an objective to minimize the cost (or time in this case). Hi, recently i understand this…. Hi Anupam, In completing this case, you will learn more about the operational and tax policy issues around the state sales tax collection process and use data analytics to provide solutions to an entity’s challenges around state sales taxes. Hence, do it thoroughly and focus on the underlying aspects of how call center works! To help our client answer those questions we built a monitoring application to provide operational analytics. Following is the distribution of calls : Hence, the number of agents and calls are exactly equal. Will post the results soon. These case study deals with project management leadership, operational challenges and opportunities, inventory management and planning, strategic network optimization, different forecasting dilemmas etc. Even if the total number of calls increase, our current solution will still be valid as the ratio holds true. ; parameter Is this based on some market research? Do you also find it difficult ? I will leave the second step for the reader and based on the response on this article, will publish the second part as well if required. For me, it is the waiting time. The recently published Gartner report titled ‘Gartner Build Advanced Analytics and Data Science Capabilities: Lessons from the Gartner Excellence Awards, Kurt Schlegel, 28th November 2017’, has carried out YES BANK’s case study on successful deployment of data analytics for enhancing its business impact. 1 => 5, 2 => 3, 3 => 4, 4 => 1, 5 => 6, 6 => 2, 7 => 7. Hi Tavish, could you please suggest some resources related to operation research and case studies like these. r1(j)..sum((i),x(i,j))=e=b(j); Big data case study: How UPS is using analytics to improve performance. Please provide suitable example with R and algorithm that will be applied. I read all your write ups. https://www.dropbox.com/s/yfkxhjgup2x5bpn/Solution.JPG?dl=0. Hi Tapan, Has anyone used ‘lpSolve’ package in R to solve these type of problems? The total time becomes 23 + 84 + 91 + 82 + 67 + 63 + 6 = 416 which is 59.4 minutes/customer. 1 2 3 4 Let me tell you what helped me to solve case studies during interviews: 1. We can either solve it through a simplex or a tabular solution. it would be great Tavish , if you share above resources. Trust me, asking questions help a lot. Let’s call them X,Y,Z and W. Each of these category can be identified through an IVR and you can try to allot any caller to these customers. So we definitely can ignore that part. Is the right direction i am going ? I realized by asking questions, I was able to solve 40% of the case study. This seems to be inspired by Hungarian algorithm!! This is an over simplistic case to understand how assignment can be done if all calls came together. The total time for the assignment reduced to 3750. This article describes a case study from my personal experience within a managed care organization where we focused on data and analytics to improve operational excellence and achieve substantial cost reduction. 2 11 4 11 12 And if you’re looking for more case studies like this, check out the comprehensive ‘Ace Data Science Interviews‘ course! Even simpler Assignment problem solving techniques is an useful tool. Operational healthcare analytics in real-time instead of waiting for monthly manual Excel report. My objective solution was 3775 by integer optimization. Now, it could save millions. Operational analytics becomes incredibly powerful when used strategically. Throughout this case, you should use an analytics mindset to guide you. Our success has been based on our ability to be nimble, to respond and react quickly to our clients’ needs, flexibly tailoring and channeling our skill sets to their projects. I myself had struggled a lot during initial days, but with practice I was able to overcome this difficulty. In this case we should pick up row 2, which you have highlighted as grey amd then do not take cell(7,7) as it is mentione that we have to cancel seconf 0 cell. Very useful insight. I practiced case studies from different domains like retail, healthcare, technology, sports etc. All numbers shown here represent time in minutes. – First We choose the Rows with only 1 Zero: Caller 2,3,5,6,7… Separate studies have found that analytics initiatives aimed at operational improvements across industries jumped from 26% in 2013 to 70% in 2016. Creating analytics that can update in real-time instead of creating analysis for monthly reports manually. Excellent explanation and approach. / Here are a bunch of objective function I can think of: So, how do we solve for two objective function? My first question is what does make the assignment meant here? Case studies Analytics enabled Getting value from every link. As of now, the problem is open ended till you assume the actual inflow of calls to a certain number. Hi Tavish, I am not able to understand how you have derived “23 + 84 + 91 + 82 + 67 + 63 + 6” and 165 by Hungarian method. Y 200 50 50 I saw that you have used Hungarian. However, you can progress on the simplex optimization to get the final solution. Amazon migrated its analytics system from Oracle to AWS to enable greater agility, reduce operational cost and effort, and support growing performance needs. I understand that your approach was to make people understand the stance one should take. Now, let’s try to optimize this problem using something called assignment problem solution using Hungarian method. Please can you send me more reads/ learning material. I couldn’t understand why in the example it was picked the pair Caller 2, Customer 1 instead of the pair Caller 2, Customer 5. Let’s consider a bank. ... Increase ROI – Operations Analytics. So, within the same budget can we make the customer service better by using analytics. Tavish. With those definitions in place, we’re going to expand on the importance of business analytics and drill down into two use cases that you can implement at your organization. We request you to post this comment on Analytics Vidhya's, Operational Analytics Case study For Freshers: Call Center optimization. 4 1 12 11 14 Appreciate you example of call center optimization through transportation problem solving technique. First, will be the internet speed and second will be the customer support. Do share your experience / suggestions in the comments section below. Solving it through Excel solver , answer is 3750 min and allotment will be as follows : Informative article. Transportation problems are generally solved in two steps : For this article, my focus will be to complete the first step. Here’s the proposed linear programming model and optimal solution: https://www.dropbox.com/s/fvv8jk7xgx2rghh/Solution.JPG?dl=0. However, I have seen enormous number of opportunities which can be converted into such transportation problems. Is their a Machine Language approach to solving this? Operational analytics In today’s competitive environment, businesses are under pressure to reduce costs while improving the effectiveness of their operational delivery – usually through optimising demand and supply across their value chain. The line : “Your call is important to us” really does not do any consolation to the customer who is waiting on line. This case examines the organizational structure and operational decisions that allowed Nissan Motor Company to recover from the disaster more rapidly than its peers. This is a classic transportation problem where the time is just a substitute of cost. Step 3 says : Find a row which has only one zero and make the assignment. Beyond this step, we now start our journey of optimization. Certified Analytics Professional ... Two case studies in one: how a small team of operational researchers in the South West of the UK is helping the NHS make evidence-based decisions to ensure that small and large-scale changes have the intended outcomes. Or is it we have misread the table? Let’s say, I am looking at comparable Internet Service provider : A, B and C. What will be my main considerations to choose one of them? With a minimum total time of 3750 minutes. 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