Analyzing data to resolve problems


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Half the solution lies in seeing the problem itself clearly from the customer’s viewpoint. Using your CSR tool #2 and after reviewing the analytics* tutorial , you will work on the problem below as one large team to help a family-run company resolve a problem.


Read the scenario and view the problem solving steps (be sure to scroll down all the way to see the analytics, this is attached to original post) needed to complete this Discussion. 


Acting as one large team, address the items below.




  • Use the tip provided above to begin and then use the 5 W’s to define the problem.

  • Every classmate should contribute something new.

  • Brainstorm possible solutions once you all think you have completely defined the problem based on the 5 W’s.

  • Reach a solution based on the brainstorming session. Make sure there is agreement from the majority of your classmates concerning the resolution.


*Note: Analytics are referred to by many names including “big data”. It is a means of visually depicting quantitative information in a graphical or visual format. Analytics are measurable data used in innovative ways to create new insights or strategies.




Barrett, M., Davidson, E. Prabhu, J. & Vargo, S. L. (2015, March). Service innovation in the digital age: Key contributors and future directions. MIS Quarterly [Special Issue], 39(1), 135–154. Retrieved from Business Source Complete.


Gibson, P. (06/2011). The World of Customer Service, 3e, 3rd Edition. [VitalSource Bookshelf Online]. Retrieved from


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