Ch4 Evans BA1e Case Solution

a. Datasheets: Dealer Satisfaction and End-User Satisfaction

Dealer Satisfaction:

Mean Satisfaction Ratings:

Year\Region North America South America Europe Pacific Rim

2008 3.78 4.00 3.93 3.20

2009 3.92 4.00 4.00 3.40

2010 3.97 4.27 4.12 3.67

2011 4.11 4.50 4.07 4.10

2012 4.11 4.50 4.07 3.83

The mean satisfaction ratings of dealers increased each year in North America, South America, and

China when compared to Europe where the average rating dropped after 2010 and Pacific Rim after 2011.

China's ratings stand out low followed by Pacific Rim over the years.

End-User Satisfaction:

Mean Satisfaction Ratings:

Year\Region North America South America Europe Pacific Rim

2008 3.98 4.00 3.97 3.92

2009 4.04 3.95 3.96 3.95

2010 4.04 3.99 3.90 4.00

2011 4.17 4.00 4.07 4.06

2012 4.22 4.02 4.07 4.07

The mean satisfaction ratings of end-users increased each year in North America, Pacific Rim, and China

when compared to South America where there was a dip in the average rating for 2009 and Europe for 2009 and 2010.

By 2012, South America's ratings are low compared to other markets.

China began with the relatively lowest average ratings of end-users but it stands high only after North America by 2012.

b. Datasheet: 2012 Customer Survey

Quality:

Descriptive Statistics North America South America Europe Pacific Rim

Mean 4.6 4.28 4.1 4.4

Standard Error 0.065133895 0.110804111 0.154250133 0.221108319

Median 5 4 4 4.5

Mode 5 4 4 5

Standard Deviation 0.651338947 0.783503383 0.844862772 0.699205899

Sample Variance 0.424242424 0.613877551 0.713793103 0.488888889

Kurtosis 8.427294040 4.903882953 -0.385773297 -0.146103896

Skewness -2.282806015 -1.607278970 -0.566081126 -0.780105755

Range 4 4 3 2

Minimum 1 1 2 3

Maximum 5 5 5 5

Sum 460 214 123 44

Count 100 50 30 10

Price:

Descriptive Statistics North America South America Europe Pacific Rim

Mean 3.71 3.5 3.9 4.1

Standard Error 0.110366698 0.149147236 0.199712437 0.179505494

Median 4 4 4 4

Mode 4 4 4 4


Sample Variance 1.218080808 1.112244898 1.196551724 0.322222222

Kurtosis 0.013829301 -0.281588519 1.708055362 1.498216409

Skewness -0.779332096 -0.598061703 -1.314259067 0.091120379

Range 4 4 4 2

Minimum 1 1 1 3

Maximum 5 5 5 5

Sum 371 175 117 41

Count 100 50 30 10

China's ratings, and to some extent South America's, stand out as being lower when compared to more mature markets, such as North America and Europe.

Of particular concern is an extremely low average of service and price ratings in China, as well as relatively low average of price ratings in South America.

On the other hand, quality ratings, and to some extent, the ease of use ratings, are consistently high across all markets, but especially in more developed markets of North America and Pacific Rim.

Standard deviations are comparable across different types of ratings and different markets, with few higher readings in the price and service columns, but nothing apparent stands out.

The customer ratings are negatively skewed across all markets for all the attributes except for the ease of use ratings in China and the price ratings in Pacific Rim which are positively skewed.

The distribution of the price ratings of customers in China are perfectly symmetrical and unimodal with zero skewness coefficient and equal mean, median, and mode.

The ease of use ratings in Europe and China, the price ratings in Pacific Rim, and the service ratings in Pacific Rim and China are relatively symmetrical.

The quality and ease of use ratings in North America and South America and the service ratings in South America have peaked distributions with less dispersion.

c. Datasheet: Response Time

Descriptive Statistics: Q1 2011 Q2 2011 Q3 2011 Q4 2011

Mean 3.915954427 3.725060970 3.747363814 4.452930559

Standard Error 0.20958581 0.270960545 0.197833709 0.299607624

Median 3.82870674 4.01261443 3.601591975 4.154410088

Mode #N/A 0.9 #N/A 1


Sample Variance 2.196310589 3.670980849 1.956908813 4.488236423

Kurtosis 0.09341853 -0.33712730 -0.36298017 -0.69050912

Skewness 0.22320500 0.32383932 0.00521022 0.22418571

Range 7.019138265 7.312489182 5.856213457 8.029614079

Minimum 1 0.9 0.9 0.9

Maximum 8.019138265 8.212489182 6.756213457 8.929614079

Sum 195.7977214 186.2530485 187.3681907 222.646528

Count 50 50 50 50

The average response time taken by the PLE customer-service personnel to respond to service calls was highest in the fourth quarter of 2011 associated with more deviation.

The average response times came down in 2012 when compared to 2011 indicating an improvement in customer-service process. By the fourth quarter of 2012, the average came down to the lowest value

along with the decrease in its standard deviation.

The response times over all the quarters of the past 2 years are positively skewed with relatively symmetrical distributions except for the third quarter of 2012 which has moderate skewness.

The response times over all quarters have flat distributions with wide degree of dispersions.

d. Datasheet: Defects After Delivery

Descriptive Statistics: 2008 2009 2010 2011

Mean 826.3333333 837.4166667 785.9166667 669.0833333

Standard Error 3.35824028 3.182476483 15.13748024 8.941271631

Median 826.5 839 805 681.5

Mode #N/A 828 804 #N/A


Sample Variance 135.3333333 121.5378788 2749.719697 959.3560606

Kurtosis -0.5802508 0.2533542 -0.2100103 0.8077759

Skewness 0.2184691 -0.1420758 -1.2120209 -1.3927823

Range 38 41 150 93

Minimum 810 816 686 603

Maximum 848 857 836 696

Sum 9916 10049 9431 8029

Count 12 12 12 12

The average number of defects per million items received every month from suppliers had slightly increased in 2009, however, there was a substantial decline there after.

Almost 40% reduction in the average number of defects in 2012 when compared to 2008.

Very high increase in the standard deviation in 2010 followed by a drop in 2011 and an increase in 2012.

The distribution of the number of defects in 2008 was positively skewed with a relatively symmetrical nature which is the same for 2012 also after undergoing apparent changes in the distribution in 2009 through 2011.

e. Datasheets: Mower Unit Sales, Tractor Unit Sales, Industry Mower Total Sales, and Industry Tractor Total Sales

Monthly Mower Sales:

Descriptive Statistics: NA SA Europe Pacific

Mean 7542.333333 282.3333333 1149 172.5

Standard Error 227.3237029 6.108097185 48.70277664 4.810681383

Median 7870 280 1260 170

Mode 9050 250 1590 150


Sample Variance 3100563.955 2238.531073 142317.6271 1388.559322

Kurtosis -1.23546088 -0.292972034 -0.846354386 -1.194524397

Skewness -0.118689164 0.177919554 -0.533710658 0.044602887

Range 6020 210 1350 140

Minimum 4350 180 300 100

Maximum 10370 390 1650 240

Sum 452540 16940 68940 10350

Count 60 60 60 60

Coefficient of Variation CV 23.35 16.76 32.83 21.60

The dispersions of industry mower sales relative to its mean are low over all markets when compared to the PLE mower sales. However, the difference is relatively small.

Also, the coefficients of variation for overall mower sales and overall industry mower sales are almost the same.

Monthly Tractor Sales:

Descriptive Statistics: NA SA Eur Pac

Mean 1075.033333 598.35 647.9666667 272.1833333

Standard Error 75.70645423 30.37211612 12.19310184 5.014188438

Median 835 605 647.5 270

Mode 570 280 680 290


Sample Variance 343888.0328 55347.92627 8920.303955 1508.525141

Kurtosis -0.131806303 -1.272932271 -0.377763165 -0.471209155

Skewness 1.005044941 0.001040499 0.403752331 -0.086968195

Range 2130 752 408 160

Minimum 360 250 480 190

Maximum 2490 1002 888 350

Sum 64502 35901 38878 16331

Count 60 60 60 60

Coefficient of Variation CV 54.55 39.32 14.58 14.27

Compared to the PLE tractor sales, the dispersions of industry tractor sales relative to its mean are low over all markets except for Pacific (slight difference).

For North America and China, there is a huge difference between the coefficients of variation for tractor sales and industry tractor sales.

Overall, the dispersion of PLE tractor sales relative to its mean is high over the industry tractor sales.

Correlation between Monthly Mower Sales and Industry Mower Sales:

NA SA Eur Pac

Correlation coefficient 0.996 0.757 0.979 0.990

There is a very strong positive linear relationship between the monthly mower sales and the industry mower sales in North America, Europe, and Pacific. The relation is moderate in South America.

Overall, an increase (decrease) in the monthly mower sales will result in an increase (decrease) in the industry mower sales or vice versa.

Correlation between Monthly Tractor Sales and Industry Tractor Sales:

NA SA Eur Pac

Correlation coefficient 0.893 0.999 0.919 0.980

There is a very strong positive linear relationship between the monthly tractor sales and the industry tractor sales in all markets. The relation is actually perfect in South America.

Overall, an increase (decrease) in the monthly tractor sales will result in an increase (decrease) in the industry tractor sales or vice versa.

Standard deviations of the Satisfaction Ratings:

China Year\Region North America South America Europe

- 2008 0.975 0.667 0.884

- 2009 0.853 0.667 0.845

3.00 2010 0.938 0.828 0.726

3.14 2011 1.072 0.863 0.640

3.69 2012 1.094 0.915 0.740

The mean satisfaction ratings of dealers increased each year in North America, South America, and The standard deviations of dealer ratings in North America are relatively higher over the years indicating relatively

China when compared to Europe where the average rating dropped after 2010 and Pacific Rim after 2011. more deviation of ratings from their averages when compared to other markets.

Standard deviations are low in Europe followed by China in 2012.

Standard deviations of the Satisfaction Ratings:

China Year\Region North America South America Europe

- 2008 1.101 1.054 1.039

- 2009 1.044 1.104 1.063

3.78 2010 1.063 0.990 0.990

3.86 2011 0.965 0.974 0.956

4.12 2012 0.949 0.974 0.832

The mean satisfaction ratings of end-users increased each year in North America, Pacific Rim, and China In 2012, the standard deviations of end-users' ratings in South America are higher indicating relatively more

when compared to South America where there was a dip in the average rating for 2009 and Europe for 2009 and 2010. deviation of ratings from their averages when compared to other markets.

Standard deviations are low in China.

China began with the relatively lowest average ratings of end-users but it stands high only after North America by 2012.

Ease of Use:

China Descriptive StatisticsNorth America South America Europe

3.8 Mean 4.27 3.92 4.333333333

0.290593263 Standard Error 0.082700628 0.102379845 0.120662285

4 Median 4 4 4

4 Mode 4 4 4

0.918936583 Standard Deviation0.827006284 0.723934826 0.660894552

0.844444444 Sample Variance 0.683939394 0.524081633 0.436781609

0.396220815 Kurtosis 4.015852878 5.215213212 -0.619707163

-0.601381628 Skewness -1.636641044 -1.558310533 -0.483509618

3 Range 4 4 2

2 Minimum 1 1 3

5 Maximum 5 5 5

38 Sum 427 196 130

10 Count 100 50 30

Service:

China Descriptive StatisticsNorth America South America Europe

3 Mean 4.31 4.24 3.866666667

0.210818511 Standard Error 0.074799395 0.116268514 0.184037311

3 Median 4 4 4

3 Mode 5 4 4

0.666666667 Standard Deviation 0.74799395 0.822142547 1.008013866

0.444444444 Sample Variance 0.559494949 0.675918367 1.016091954

0.080357143 Kurtosis 1.006913755 3.444965215 1.093372957

0 Skewness -1.021896119 -1.397755893 -1.015135685

2 Range 3 4 4

2 Minimum 2 1 1

4 Maximum 5 5 5

30 Sum 431 212 116

10 Count 100 50 30

China's ratings, and to some extent South America's, stand out as being lower when compared to more mature markets, such as North America and Europe.

Of particular concern is an extremely low average of service and price ratings in China, as well as relatively low average of price ratings in South America.

On the other hand, quality ratings, and to some extent, the ease of use ratings, are consistently high across all markets, but especially in more developed markets of North America and Pacific Rim.

Standard deviations are comparable across different types of ratings and different markets, with few higher readings in the price and service columns, but nothing apparent stands out.

The customer ratings are negatively skewed across all markets for all the attributes except for the ease of use ratings in China and the price ratings in Pacific Rim which are positively skewed.

The distribution of the price ratings of customers in China are perfectly symmetrical and unimodal with zero skewness coefficient and equal mean, median, and mode.

The ease of use ratings in Europe and China, the price ratings in Pacific Rim, and the service ratings in Pacific Rim and China are relatively symmetrical.

The quality and ease of use ratings in North America and South America and the service ratings in South America have peaked distributions with less dispersion.

Q1 2012 Q2 2012 Q3 2012 Q4 2012

3.088339483 3.113752768 3.202707447 2.527829583

0.22418667 0.173691725 0.180933972 0.159924593

2.972191836 3.050193944 3.164010146 2.477404708

0.9 0.9 1 0.9

1.585239144 1.228185967 1.279396385 1.130837642

2.512983145 1.50844077 1.636855109 1.278793773

-0.80818279 -0.67195824 1.30013698 -0.98310719

0.41471594 0.08943070 0.65215854 0.23265876

5.555462468 4.766074875 6.419242032 3.972437985

0.9 0.9 1 0.9

6.455462468 5.666074875 7.419242032 4.872437985

154.4169741 155.6876384 160.1353723 126.3914792

50 50 50 50

The average response time taken by the PLE customer-service personnel to respond to service calls was highest in the fourth quarter of 2011 associated with more deviation.


The response times over all the quarters of the past 2 years are positively skewed with relatively symmetrical distributions except for the third quarter of 2012 which has moderate skewness.

0.000000000

0.500000000

1.000000000

1.500000000

2.000000000

2.500000000

3.000000000

3.500000000

4.000000000

4.500000000

5.000000000

Q1 2011 Q2 2011

Mean number of Defects

2012

496.2500000

15.65253634

484

#N/A

54.2219764

2940.022727

-1.7489635

0.2714606

139

436

575

5955

12

The average number of defects per million items received every month from suppliers had slightly increased in 2009, however, there was a substantial decline there after.

Very high increase in the standard deviation in 2010 followed by a drop in 2011 and an increase in 2012.


Datasheets: Mower Unit Sales, Tractor Unit Sales, Industry Mower Total Sales, and Industry Tractor Total Sales

Industry Mower Sales:

World Descriptive Statistics: NA SA

9148.05 Mean 72580.8868 675.8406305

267.296501 Standard Error 2159.845853 13.44404856

9390 Median 75883.01887 654.1528239

7020 Mode 60000 625

2070.469794 Standard Deviation 16730.09403 104.1371523

4286845.167 Sample Variance 279896046.4 10844.5465

-1.189149598 Kurtosis -1.254555987 -0.706448075

-0.188903124 Skewness -0.146283286 0.418732367

6930 Range 58083.4578 424.1758242

5350 Minimum 42596.15385 461.5384615

12280 Maximum 100679.6117 885.7142857

548883 Sum 4354853.208 40550.43783

60 Count 60 60

22.63 Coefficient of Variation CV 23.05 15.41

The dispersions of industry mower sales relative to its mean are low over all markets when compared to the PLE mower sales. However, the difference is relatively small.

Also, the coefficients of variation for overall mower sales and overall industry mower sales are almost the same.

Industry Tractor Sales:

China World Descriptive Statistics: NA SA

46.65 2640.183333 Mean 7726.268307 2092.908019

6.736225745 105.013514 Standard Error 293.8581853 96.84843839

23 2408 Median 7559.52381 2176.35185

0 2324 Mode #N/A 1056.603774

0.0000000

100.0000000

200.0000000

300.0000000

400.0000000

500.0000000

600.0000000

700.0000000

800.0000000

900.0000000

2008 2009 2010 2011 2012

Mean number of Defects

52.17858025 813.431182 Standard Deviation 2276.215715 750.184778

2722.604237 661670.2879 Sample Variance 5181157.983 562777.2011

-1.253820835 -0.652116779 Kurtosis -0.180846623 -1.237075503

0.64741871 0.661643538 Skewness 0.576294655 -0.06078887

139 2884 Range 9546.415981 2412.386899

0 1592 Minimum 3913.043478 977.443609

139 4476 Maximum 13459.45946 3389.830508

2799 158411 Sum 463576.0984 125574.4812

60 60 Count 60 60

111.85 30.81 Coefficient of Variation CV 29.46 35.84

Compared to the PLE tractor sales, the dispersions of industry tractor sales relative to its mean are low over all markets except for Pacific (slight difference).

For North America and China, there is a huge difference between the coefficients of variation for tractor sales and industry tractor sales.

Overall, the dispersion of PLE tractor sales relative to its mean is high over the industry tractor sales.

World

0.990

There is a very strong positive linear relationship between the monthly mower sales and the industry mower sales in North America, Europe, and Pacific. The relation is moderate in South America.

Overall, an increase (decrease) in the monthly mower sales will result in an increase (decrease) in the industry mower sales or vice versa.

China World

0.996 0.960

There is a very strong positive linear relationship between the monthly tractor sales and the industry tractor sales in all markets. The relation is actually perfect in South America.

Overall, an increase (decrease) in the monthly tractor sales will result in an increase (decrease) in the industry tractor sales or vice versa.

Pacific Rim China

0.837 -

0.894 -

1.033 -

0.738 0.690

0.835 0.793

The standard deviations of dealer ratings in North America are relatively higher over the years indicating relatively

more deviation of ratings from their averages when compared to other markets.

Pacific Rim China

1.134 -

1.058 -

1.035 1.036

0.941 1.069

0.868 0.773

In 2012, the standard deviations of end-users' ratings in South America are higher indicating relatively more

deviation of ratings from their averages when compared to other markets.

Pacific Rim China

3.9 4.1

0.276887462 0.179505494

4 4

4 4

0.875595036 0.567646212

0.766666667 0.322222222

1.830947880 1.498216409

-1.017941299 0.091120379

3 2

2 3

5 5

39 41

10 10

Pacific Rim China

4.3 2.6

0.213437475 0.266666667

4 3

4 3

0.674948558 0.843274043

0.455555556 0.711111111

-0.282994816 0.370396205

-0.433637384 -0.389108384

2 3

3 1

5 4

43 26

10 10


Q2 2011 Q3 2011 Q4 2011 Q1 2012 Q2 2012 Q3 2012 Q4 2012

Mean Response Time


Eur Pac World

21120.05494 1628.22759 96004.17

860.5164591 42.71701205 2816.727

23831.2369 1552.543786 97955.18

29444.44444 1214.953271 #N/A

6665.53183 330.8845525 21818.27

44429314.58 109484.5871 4.76E+08

-0.840159589 -1.326642333 -1.13531

-0.600630677 0.05619944 -0.28109

23589.29355 1136.818182 75786.03

6976.744186 1045 53981.68

30566.03774 2181.818182 129767.7

1267203.296 97693.6554 5760250

60 60 60

31.56 20.32 22.73

Eur Pac China World

6436.149603 1322.727004 1069.885 18647.94

107.7077279 24.98474216 117.1014 467.7558

6318.272095 1298.196949 588.7446 17747.65

6666.666667 1126.760563 315 #N/A

834.3004725 193.5309806 907.0633 3623.221

696057.2784 37454.24046 822763.7 13127728

-0.459519127 -0.63268383 -1.30289 -0.59464

0.467126123 0.227442421 0.682667 0.60119

3330.44733 758.314293 2375.061 13657.27

5050.505051 974.3589744 278 13716.25

8380.952381 1732.673267 2653.061 27373.52

386168.9762 79363.62025 64193.13 1118876

60 60 60 60

12.96 14.63 84.78 19.43

Dealer Satisfaction

Survey Scale: 0 1 2 3 4 5 Sample Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2

North America Size 0 1 0 14.2884 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

2008 1 0 2 14 22 11 50 1 0 0 0 1 0 0 0 1 0 0 0 1 0 0 0 1 0 0 0

2009 0 0 2 14 20 14 50 2 2 4 6.3368 2 0 0 0 2 1 2 3.737777778 2 1 2 1.44 2 0 0 0

2010 1 1 1 8 34 15 60 3 14 42 8.5176 3 2 6 2 3 3 9 2.613333333 3 2 6 0.08 3 1 3 0

2011 1 2 6 12 34 45 100 4 22 88 1.0648 4 6 24 0 4 7 28 0.031111111 4 2 8 1.28 4 0 0 0

2012 2 3 5 15 44 56 125 5 11 55 16.3724 5 2 10 2 5 4 20 4.551111111 5 0 0 0 5 0 0 0

Totals 50 189 46.58 Totals 10 40 4 Totals 15 59 10.93333333 Totals 5 16 2.8 Totals 1 3 0

South America

2008 0 0 0 2 6 2 10 Mean 3.78 Mean 4 Mean 3.93333333 Mean 3.2 Mean 3

2009 0 0 0 2 6 2 10 Sample standard deviation#### Sample standard deviation#### Sample standard deviation0.884 Sample standard deviation#### Sample standard deviation cannnot be detemined because the sample size is one.

2010 0 0 1 4 11 14 30

2011 0 1 1 3 12 33 50 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2

2012 1 1 2 4 22 60 90 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

1 0 0 0 1 0 0 0 1 0 0 0 1 0 0 0 1 0 0 0

Europe 2 2 4 7.3728 2 0 0 0 2 1 2 4 2 1 2 1.96 2 1 2 1.306122449

2008 0 0 1 3 7 4 15 3 14 42 11.8496 3 2 6 2 3 2 6 2 3 1 3 0.16 3 4 12 0.081632653

2009 0 0 1 2 8 4 15 4 20 80 0.128 4 6 24 0 4 8 32 0 4 3 12 1.08 4 2 8 1.469387755

2010 0 0 1 2 15 7 25 5 14 70 16.3296 5 2 10 2 5 4 20 4 5 0 0 0 5 0 0 0

2011 0 0 1 2 21 6 30 Totals 50 196 35.68 Totals 10 40 4 Totals 15 60 10 Totals 5 17 3.2 Totals 7 22 2.857142857

2012 0 0 1 4 17 8 30

Mean 3.92 Mean 4 Mean 4 Mean 3.4 Mean 3.14285714

Pacific Rim Sample standard deviation#### Sample standard deviation#### Sample standard deviation0.845 Sample standard deviation#### Sample standard deviation0.690

2008 0 0 1 2 2 0 5


2010 0 0 1 1 3 1 6 0 1 0 15.73444444 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

2011 0 0 0 2 5 3 10 1 1 1 8.801111111 1 0 0 0 1 0 0 0 1 0 0 0 1 0 0 0

2012 0 0 1 2 7 2 12 2 1 2 3.867777778 2 1 2 5.137777778 2 1 2 4.4944 2 1 2 2.777777778 2 1 2 2.84765625

3 8 24 7.475555556 3 4 12 6.417777778 3 2 6 2.5088 3 1 3 0.444444444 3 5 15 2.36328125

China 4 34 136 0.037777778 4 11 44 0.782222222 4 15 60 0.216 4 3 12 0.333333333 4 8 32 0.78125

2010 0 0 0 1 0 0 1 5 15 75 16.01666667 5 14 70 7.528888889 5 7 35 5.4208 5 1 5 1.777777778 5 2 10 3.4453125

2011 0 0 1 4 2 0 7 Totals 60 238 51.93333333 Totals 30 128 19.86666667 Totals 25 103 12.64 Totals 6 22 5.333333333 Totals 16 59 9.4375

2012 0 0 1 5 8 2 16

Mean 3.97 Mean 4.27 Mean 4.12 Mean 3.67 Mean 3.69

Sample standard deviation#### Sample standard deviation#### Sample standard deviation0.726 Sample standard deviation#### Sample standard deviation0.793

Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2

0 1 0 16.8921 0 0 0 0 0 0 0 0 0 0 0 0

1 2 2 19.3442 1 1 1 12.25 1 0 0 0 1 0 0 0

2 6 12 26.7126 2 1 2 6.25 2 1 2 4.271111111 2 0 0 0

3 12 36 14.7852 3 3 9 6.75 3 2 6 2.275555556 3 2 6 2.42

4 34 136 0.4114 4 12 48 3 4 21 84 0.093333333 4 5 20 0.05

5 45 225 35.6445 5 33 165 8.25 5 6 30 5.226666667 5 3 15 2.43

Totals 100 411 113.79 Totals 50 225 36.5 Totals 30 122 11.86666667 Totals 10 41 4.9

Mean 4.11 Mean 4.5 Mean 4.06666667 Mean 4.1

Sample standard deviation#### Sample standard deviation#### Sample standard deviation0.640 Sample standard deviation####


0 2 0 33.817088 0 1 0 20.25 0 0 0 0 0 0 0 0

1 3 3 29.053632 1 1 1 12.25 1 0 0 0 1 0 0 0

2 5 10 22.30272 2 2 4 12.5 2 1 2 4.271111111 2 1 2 3.361111111

3 15 45 18.54816 3 4 12 9 3 4 12 4.551111111 3 2 6 1.388888889

4 44 176 0.551936 4 22 88 5.5 4 17 68 0.075555556 4 7 28 0.194444444

5 56 280 44.158464 5 60 300 15 5 8 40 6.968888889 5 2 10 2.722222222



Sample standard deviation#### Sample standard deviation#### Sample standard deviation0.740 Sample standard deviation####

###

###

###

###

###

###

###

###

###

###

###

###

###

###

######

PACIFIC RIM CHINA

###

###

NORTH AMERICA SOUTH AMERICA EUROPE

###

###

###

###

###

End-User Satisfaction

Sample

North America 0 1 2 3 4 5 Size Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2 Ratings (x ) Frequency (f ) f *x f *(x –mean)^2

2008 1 3 6 15 37 38 100 0 1 0 15.8404 0 1 0 16 0 1 0 15.7609 0 2 0 30.7328 0 0 0 0

2009 1 2 4 18 35 40 100 1 3 3 26.6412 1 2 2 18 1 2 2 17.6418 1 3 3 25.5792 1 3 3 23.1852

2010 1 2 5 17 34 41 100 2 6 12 23.5224 2 5 10 20 2 4 8 15.5236 2 5 10 18.432 2 3 6 9.5052

2011 0 2 4 15 33 46 100 3 15 45 14.406 3 18 54 18 3 21 63 19.7589 3 15 45 12.696 3 6 18 3.6504

2012 0 2 3 15 31 49 100 4 37 148 0.0148 4 36 144 0 4 36 144 0.0324 4 41 164 0.2624 4 28 112 1.3552

5 38 190 39.5352 5 38 190 38 5 36 180 38.1924 5 34 170 39.6576 5 10 50 14.884

South America Totals 100 398 119.96 Totals 100 400 110 Totals 100 397 106.91 Totals 100 392 127.36 Totals 50 189 52.58

2008 1 2 5 18 36 38 100

2009 1 3 6 17 36 37 100 Mean 3.98 Mean 4 Mean 3.97 Mean 3.92 Mean 3.78

2010 0 2 6 19 37 36 100 Sample standard deviation1.101 Sample standard deviation1.054 Sample standard deviation1.039 Sample standard deviation1.134 Sample standard deviation1.036

2011 0 2 5 20 37 36 100


0 1 0 16.3216 0 1 0 15.6025 0 1 0 15.6816 0 1 0 15.6025 0 1 0 14.8996

Europe 1 2 2 18.4832 1 3 3 26.1075 1 2 2 17.5232 1 2 2 17.405 1 2 2 16.3592

2008 1 2 4 21 36 36 100 2 4 8 16.6464 2 6 12 22.815 2 5 10 19.208 2 7 14 26.6175 2 2 4 6.9192

2009 1 2 5 21 34 37 100 3 18 54 19.4688 3 17 51 15.3425 3 21 63 19.3536 3 15 45 13.5375 3 4 12 2.9584

2010 1 1 4 26 37 31 100 4 35 140 0.056 4 36 144 0.09 4 34 136 0.0544 4 41 164 0.1025 4 30 120 0.588

2011 1 1 3 17 41 37 100 5 40 200 36.864 5 37 185 40.7925 5 37 185 40.0192 5 34 170 37.485 5 11 55 14.2956

2012 0 1 2 19 45 33 100 Totals 100 404 107.84 Totals 100 395 120.75 Totals 100 396 111.84 Totals 100 395 110.75 Totals 50 193 56.02

Pacific Rim Mean 4.04 Mean 3.95 Mean 3.96 Mean 3.95 Mean 3.86

2008 2 3 5 15 41 34 100 Sample standard deviation1.044 Sample standard deviation1.104 Sample standard deviation1.063 Sample standard deviation1.058 Sample standard deviation1.069

2009 1 2 7 15 41 34 100


2011 0 2 4 17 40 37 100 0 1 0 16.3216 0 0 0 0 0 1 0 15.21 0 1 0 16 0 0 0 0

2012 0 1 3 19 42 35 100 1 2 2 18.4832 1 2 2 17.8802 1 1 1 8.41 1 2 2 18 1 1 1 9.7344

2 5 10 20.808 2 6 12 23.7606 2 4 8 14.44 2 5 10 20 2 1 2 4.4944

China 3 17 51 18.3872 3 19 57 18.6219 3 26 78 21.06 3 16 48 16 3 3 9 3.7632

2010 0 3 3 6 28 10 50 4 34 136 0.0544 4 37 148 0.0037 4 37 148 0.37 4 40 160 0 4 31 124 0.4464

2011 1 2 2 4 30 11 50 5 41 205 37.7856 5 36 180 36.7236 5 31 155 37.51 5 36 180 36 5 14 70 10.8416

2012 0 1 1 3 31 14 50 Totals 100 404 111.84 Totals 100 399 96.99 Totals 100 390 97 Totals 100 400 106 Totals 50 206 29.28

Mean 4.04 Mean 3.99 Mean 3.90 Mean 4.00 Mean 4.12

Sample standard deviation1.063 Sample standard deviation0.990 Sample standard deviation0.990 Sample standard deviation1.035 Sample standard deviation0.773


0 0 0 0 0 0 0 0 0 1 0 16.5649 0 0 0 0

1 2 2 20.0978 1 2 2 18 1 1 1 9.4249 1 2 2 18.7272

2 4 8 18.8356 2 5 10 20 2 3 6 12.8547 2 4 8 16.9744

3 15 45 20.5335 3 20 60 20 3 17 51 19.4633 3 17 51 19.1012

4 33 132 0.9537 4 37 148 0 4 41 164 0.2009 4 40 160 0.144

5 46 230 31.6894 5 36 180 36 5 37 185 32.0013 5 37 185 32.6932

Totals 100 417 92.11 Totals 100 400 94 Totals 100 407 90.51 Totals 100 406 87.64

Mean 4.17 Mean 4 Mean 4.07 Mean 4.06

Sample standard deviation0.965 Sample standard deviation0.974 Sample standard deviation0.956 Sample standard deviation0.941


0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

1 2 2 20.7368 1 2 2 18.2408 1 1 1 9.4249 1 1 1 9.4249

2 3 6 14.7852 2 5 10 20.402 2 2 4 8.5698 2 3 6 12.8547

3 15 45 22.326 3 19 57 19.7676 3 19 57 21.7531 3 19 57 21.7531

4 31 124 1.5004 4 37 148 0.0148 4 45 180 0.2205 4 42 168 0.2058

5 49 245 29.8116 5 37 185 35.5348 5 33 165 28.5417 5 35 175 30.2715



Sample standard deviation0.949 Sample standard deviation0.974 Sample standard deviation0.832 Sample standard deviation0.868

2011

2012

2009

2010

2011

2012

2008

2009

2010

2011

2012

2008

2009

2010

2011

2012

2008

2009

2010

2011

2012

2008 2010

NORTH AMERICA SOUTH AMERICA EUROPE PACIFIC RIM CHINA

Mower Unit Sales Industry Mower Total Sales

Month NA SA Europe Pacific China World

Industry

Sales_NA

Industry

Sales_SA

Industry

Sales_Eur

Industry

Sales_Pac

Jan-08 6000 200 720 100 0 7020 60000 571 13091 1045

Feb-08 7950 220 990 120 0 9280 77184 611 17679 1111

Mar-08 8100 250 1320 110 0 9780 77885 658 22759 1068

Apr-08 9050 280 1650 120 0 11100 86190 778 27966 1237

May-08 9900 310 1590 130 0 11930 96117 886 27895 1313

Jun-08 10200 300 1620 120 0 12240 97143 882 30566 1176

Jul-08 8730 280 1590 140 0 10740 84757 848 29444 1359

Aug-08 8140 250 1560 130 0 10080 79804 735 28364 1238

Sep-08 6480 230 1590 130 0 8430 64800 657 28393 1215

Oct-08 5990 220 1320 120 0 7650 59307 595 24444 1154

Nov-08 5320 210 990 130 0 6650 52157 553 18000 1262

Dec-08 4640 180 660 140 0 5620 45049 462 12453 1386

Jan-09 5980 210 690 140 0 7020 58627 553 12778 1443

Feb-09 7620 240 1020 150 0 9030 76200 615 18214 1515

Mar-09 8370 250 1290 140 0 10050 82871 658 23889 1373

Apr-09 8830 290 1620 150 0 10890 84904 784 29455 1442

May-09 9310 330 1650 130 0 11420 93100 846 29464 1215

Jun-09 10230 310 1590 140 0 12270 93000 838 27414 1333

Jul-09 8720 290 1560 150 0 10720 83048 763 27368 1415

Aug-09 7710 270 1530 140 0 9650 74854 694 27321 1296

Sep-09 6320 250 1590 150 0 8310 60769 625 29444 1402

Oct-09 5840 250 1260 160 0 7510 55619 610 23774 1468

Nov-09 4960 240 900 150 0 6250 48155 571 17308 1351

Dec-09 4350 210 660 150 0 5370 42647 512 12941 1389

Jan-10 6020 220 570 160 0 6970 57885 537 10962 1509

Feb-10 7920 250 840 150 0 9160 77647 595 15273 1402

Mar-10 8430 270 1110 160 0 9970 81845 659 20556 1524

Apr-10 9040 310 1500 170 0 11020 86095 756 26786 1574

May-10 9820 360 1440 160 0 11780 91776 878 24828 1468

Jun-10 10370 330 1410 170 0 12280 100680 825 24737 1560

Jul-10 9050 310 1440 160 0 10960 86190 756 24828 1441

Aug-10 7620 300 1410 170 0 9500 71887 714 25179 1545

Sep-10 6420 280 1350 180 0 8230 60000 651 24545 1667

Oct-10 5890 270 1080 180 0 7420 55566 643 19286 1698

Nov-10 5340 260 840 190 0 6630 50857 619 15273 1810

Dec-10 4430 230 510 180 0 5350 42596 548 9107 1731

Jan-11 6100 250 480 200 0 7030 58095 581 8571 1887

Feb-11 8010 270 750 190 0 9220 75566 614 13158 1845

Mar-11 8430 280 1140 200 0 10050 80286 622 19655 1923

Apr-11 9110 320 1410 210 0 11050 85140 727 25179 1981

May-11 9730 380 1340 190 0 11640 90093 826 23103 1810

Jun-11 10120 360 1360 200 0 12040 95472 783 24286 1942

Jul-11 9080 320 1410 200 0 11010 87308 681 24737 1961

Aug-11 7820 310 1490 210 0 9830 74476 646 26607 2000

Sep-11 6540 300 1310 220 0 8370 61698 625 22982 2075

Oct-11 6010 290 980 210 0 7490 57238 617 16897 2019

Nov-11 5270 270 770 220 0 6530 50673 587 13750 2095

Dec-11 5380 260 430 230 0 6300 51238 591 7818 2150

Jan-12 6210 270 400 200 0 7080 59712 563 7547 1852

Feb-12 8030 280 750 190 0 9250 77961 571 13889 1743

Mar-12 8540 300 970 210 0 10020 83725 625 18302 1892

Apr-12 9120 340 1310 220 5 10995 90297 723 25192 2037

May-12 9570 390 1260 200 16 11436 91143 848 24706 1887

Jun-12 10230 380 1240 210 22 12082 99320 792 25306 1944

Jul-12 9580 350 1300 230 26 11486 93922 745 27083 2170

Aug-12 7680 340 1250 220 14 9504 73143 739 26042 2037

Sep-12 6870 320 1210 220 15 8635 66699 667 26304 2018

Oct-12 5930 310 970 230 11 7451 56476 660 22558 2072

Nov-12 5260 300 650 240 3 6453 51068 625 14773 2182

Dec-12 4830 290 300 230 1 5651 46893 608 6977 2035

Industry

Sales_World Correlation Matrix

74662 NA SA Europe Pacific China

96585 NA 1

102369 SA 0.695795 1

116171 Europe 0.695429 0.442263 1

126210 Pacific -0.09556 0.516729 -0.32861 1

129768 China 0.205001 0.499322 0.053353 0.436178 1

116409 World 0.99189 0.705801 0.77797 -0.11018 0.205979

110141 Industry Sales_NA 0.995798 0.671641 0.691658 -0.11762 0.21781

95065 Industry Sales_SA 0.846708 0.757116 0.760327 -0.08689 0.227465

85500 Industry Sales_Eur 0.671267 0.489672 0.979208 -0.2448 0.210247

71972 Industry Sales_Pac -0.08179 0.50363 -0.32755 0.990159 0.426583

59349 Industry Sales_World 0.971481 0.675918 0.828216 -0.15031 0.238814

73401

96545

108791

116584

124625

122585

112594

104164

92241

81470

67386

57489

70892

94917

104583

115211

118949

127801

113216

99325

86863

77193

68558

53982

69135

91182

102486

113027

115832

122482

114686

103729

87381

76771

67105

61797

69673

94165

104544

118250

118583

127363

123919

101961

95688

81766

68648

56510

WorldIndustry Sales_NAIndustry Sales_SAIndustry Sales_EurIndustry Sales_PacIndustry Sales_World

1

0.986714 1

0.874964 0.832355 1

0.756641 0.671977 0.759356 1

-0.09878 -0.10408 -0.09073 -0.25228 1

0.99048 0.974508 0.873663 0.820615 -0.14209 1

Tractor Unit Sales Industry Tractor Total Sales

Month NA SA Eur Pac China World

Industry

Sales_NA

Industry

Sales_SA

Industry

Sales_Eur

Industry

Sales_Pac

Jan-08 570 250 560 212 0 1592 8143 984 5091 987

Feb-08 611 270 600 230 0 1711 8592 1051 5310 1090

Mar-08 630 260 680 240 0 1810 8630 1016 6071 1127

Apr-08 684 270 650 263 0 1867 8947 1027 5856 1209

May-08 650 280 580 269 0 1779 8442 1057 5273 1221

Jun-08 600 270 590 280 0 1740 7500 1019 5315 1327

Jul-08 512 264 760 290 0 1826 6145 977 7170 1324

Aug-08 500 280 645 270 0 1695 5882 1057 5926 1268

Sep-08 478 290 650 263 0 1681 5595 1086 6075 1209

Oct-08 455 280 670 258 0 1663 5233 1045 6321 1168

Nov-08 407 290 888 240 0 1825 4494 1078 8381 1127

Dec-08 360 280 850 230 0 1720 3913 1029 7944 1085

Jan-09 571 320 620 250 0 1761 5938 1172 5688 1185

Feb-09 650 350 760 275 0 2035 6633 1273 7037 1286

Mar-09 740 390 742 270 0 2142 7327 1423 6981 1286

Apr-09 840 440 780 280 0 2340 8077 1612 7500 1346

May-09 830 470 690 290 0 2280 7830 1728 6571 1388

Jun-09 760 490 721 300 0 2271 7103 1815 6990 1449

Jul-09 681 481 680 312 0 2154 6239 1776 6667 1490

Aug-09 670 460 711 305 0 2146 6036 1685 6762 1449

Sep-09 640 460 695 290 0 2085 5664 1679 6635 1394

Oct-09 620 440 650 260 0 1970 5345 1618 6311 1256

Nov-09 570 436 680 250 0 1936 4831 1564 6476 1214

Dec-09 533 420 657 240 0 1850 4454 1522 6250 1171

Jan-10 620 510 610 250 10 2000 5299 1835 5922 1208

Feb-10 792 590 680 250 12 2324 6529 2115 6667 1214

Mar-10 890 610 730 260 20 2510 7120 2202 7228 1256

Apr-10 960 600 820 270 22 2672 7619 2151 8200 1311

May-10 1040 620 810 290 20 2780 8387 2214 7941 1415

Jun-10 1032 640 807 310 24 2813 8110 2278 7921 1520

Jul-10 1006 590 760 340 20 2716 7752 2100 7677 1675

Aug-10 910 600 720 320 31 2581 6894 2128 7200 1584

Sep-10 803 670 660 313 30 2476 6015 2367 6735 1527

Oct-10 730 630 630 290 37 2317 5368 2211 6495 1422

Nov-10 699 710 603 280 32 2324 4964 2483 6061 1366

Dec-10 647 570 570 260 33 2080 4444 1986 5816 1262

Jan-11 730 650 500 287 35 2202 5000 2257 5051 1373

Feb-11 930 680 590 290 50 2540 6284 2353 6082 1436

Mar-11 1160 724 620 300 63 2867 7785 2457 6327 1478

Apr-11 1510 730 730 310 68 3348 9934 2517 7604 1512

May-11 1650 760 740 330 70 3550 10645 2612 7789 1642

Jun-11 1490 800 720 340 82 3432 9491 2749 7347 1667

Jul-11 1460 840 670 350 80 3400 9182 2887 6979 1733

Aug-11 1390 830 610 341 90 3261 8528 2833 6489 1700

Sep-11 1360 820 599 330 100 3209 8293 2789 6316 1642

Oct-11 1340 810 560 320 102 3132 8221 2765 5833 1576

Nov-11 1240 827 550 300 110 3027 7470 2746 5789 1493

Dec-11 1103 750 520 290 114 2777 6509 2534 5591 1450

Jan-12 1250 780 480 200 111 2821 7267 2635 5106 1010

Feb-12 1550 805 523 210 121 3209 8807 2703 5474 1045

Mar-12 1820 830 560 220 123 3553 10168 2795 6022 1106

Apr-12 2010 890 570 230 120 3820 11044 2997 6064 1150

May-12 2230 930 590 253 130 4133 12120 3131 6344 1244

Jun-12 2490 980 600 270 136 4476 13459 3311 6593 1357

Jul-12 2440 1002 580 280 134 4436 13048 3390 6304 1421

Aug-12 2334 970 570 250 132 4256 12275 3277 6064 1263

Sep-12 2190 960 550 230 137 4067 11347 3232 5789 1173

Oct-12 2080 930 530 220 130 3890 10667 3131 5699 1128

Nov-12 2050 920 517 190 139 3816 10459 3087 5604 974

Dec-12 2004 902 490 190 131 3717 10082 3030 5444 979

Industry

Sales_China

Industry

Sales_World

278 15483 NA SA Eur Pac China

283 16325 NA 1

285 17129 SA 0.895081 1

288 17327 Eur -0.43722 -0.46092 1

286 16278 Pac -0.11578 0.062395 0.36599 1

287 15448 China 0.924707 0.921651 -0.60259 -0.1495 1

289 15905 World 0.98282 0.943086 -0.35357 0.015227 0.920243

290 14422 Industry Sales_NA0.893424 0.655959 -0.30587 -0.08321 0.725262

293 14258 Industry Sales_SA0.888502 0.999017 -0.44249 0.080381 0.906359

295 14061 Industry Sales_Eur-0.12032 -0.08947 0.918648 0.454954 -0.27991

298 15378 Industry Sales_Pac0.041716 0.240538 0.278382 0.980329 0.016535

301 14272 Industry Sales_China0.918631 0.905389 -0.59759 -0.14113 0.996261

306 14289 Industry Sales_World0.949738 0.837847 -0.20698 0.086159 0.829134

302 16530

303 17320

307 18842

309 17826

312 17669

315 16487

318 16250

321 15692

315 14844

318 14402

320 13716

333 14597

313 16836

606 18412

571 19852

556 20513

526 20355

513 19716

769 18575

750 17394

732 16226

714 15587

698 14207

714 14394

1063 17218

1264 19310

1333 22901

1556 24244

1739 22993

1702 22483

1915 21465

2083 21123

2128 20523

2292 19789

2245 18329

2292 18311

2449 20477

2400 22489

2353 23607

2600 25439

2653 27374

2600 26764

2549 25428

2453 23995

2517 23142

2541 22666

2453 21989

WorldIndustry Sales_NAIndustry Sales_SAIndustry Sales_EurIndustry Sales_PacIndustry Sales_ChinaIndustry Sales_World

1

0.840841 1

0.940076 0.652872 1

-0.00219 -0.09179 -0.06996 1

0.179835 0.025066 0.258304 0.432876 1

0.9119 0.727885 0.889187 -0.28159 0.021537 1

0.960277 0.925833 0.837497 0.110741 0.227711 0.828041 1

2012 Customer Survey

Region Quality Ease of Use Price Service

NA 4 1 3 4

NA 4 4 4 5

NA 4 5 4 3

NA 5 4 4 4

NA 5 4 5 4

NA 5 5 3 5

NA 5 4 4 2

NA 5 5 4 5

NA 4 4 4 5

NA 4 5 4 5

NA 4 5 1 4

NA 5 5 4 4

NA 5 4 3 3

NA 4 5 4 4

NA 5 4 3 5

NA 5 5 2 5

NA 5 4 2 5

NA 5 4 2 5

NA 4 5 4 4

NA 4 4 5 4

NA 4 4 2 4

NA 4 3 3 4

NA 5 5 2 5

NA 5 3 4 3

NA 5 4 4 5

NA 5 5 2 5

NA 5 5 5 3

NA 4 4 5 4

NA 5 4 4 4

NA 5 1 5 5

NA 5 4 3 5

NA 4 5 1 4

NA 4 4 3 5

NA 5 3 4 4

NA 5 5 2 4

NA 5 4 4 4

NA 5 5 4 4

NA 5 5 4 5

NA 4 3 3 5

NA 5 4 4 3

NA 5 4 3 4

NA 5 5 1 5

NA 5 4 5 4

NA 3 4 3 4

NA 5 4 2 4

NA 5 5 4 5

NA 5 5 3 4

NA 5 4 4 4

NA 5 4 4 4

NA 5 4 4 5

NA 5 4 1 4

NA 5 4 5 5

NA 5 5 3 4

NA 5 4 4 5

NA 4 3 5 5

NA 5 4 4 4

NA 5 5 5 5

NA 5 5 4 5

NA 4 4 4 4

NA 5 4 5 5

NA 4 5 5 4

NA 5 5 5 4

NA 5 5 3 5

NA 5 4 4 4

NA 5 4 5 2

NA 4 4 5 5

NA 4 4 4 5

NA 5 4 4 4

NA 5 4 3 5

NA 5 4 5 4

NA 5 5 4 5

NA 5 4 4 4

NA 5 4 5 2

NA 5 3 4 5

NA 5 4 5 5

NA 5 4 1 5

NA 4 5 3 5

NA 3 5 2 5

NA 5 5 4 4

NA 4 4 3 5

NA 3 2 4 5

NA 1 4 3 4

NA 4 5 3 5

NA 5 5 4 4

NA 4 5 5 5

NA 5 5 4 5

NA 5 5 4 4

NA 4 2 4 5

NA 5 4 5 4

NA 5 4 5 4

NA 5 5 4 3

NA 5 5 5 5

NA 4 5 5 3

NA 5 5 4 5

NA 4 4 5 5

NA 5 5 3 4

NA 4 5 2 4

NA 5 5 5 4

NA 4 5 4 3

NA 4 5 5 4

SA 5 4 3 5

SA 5 4 2 4

SA 5 4 5 5

SA 4 2 4 5

SA 5 4 4 5

SA 4 5 2 5

SA 5 4 4 4

SA 4 5 3 5

SA 4 4 4 3

SA 4 4 2 4

SA 5 4 3 4

SA 3 3 5 5

SA 5 4 3 4

SA 5 4 2 5

SA 4 4 3 4

SA 4 4 3 5

SA 1 5 3 4

SA 5 4 2 4

SA 4 4 4 4

SA 4 4 5 5

SA 5 4 2 4

SA 4 4 5 5

SA 4 4 4 3

SA 3 3 4 5

SA 5 4 4 4

SA 4 4 4 1

SA 4 5 5 5

SA 4 1 4 5

SA 4 5 4 4

SA 4 4 4 5

SA 5 4 3 4

SA 4 4 4 5

SA 5 5 4 3

SA 5 5 4 4

SA 4 4 2 4

SA 4 4 4 5

SA 5 4 4 5

SA 5 4 4 4

SA 5 4 1 4

SA 3 4 4 5

SA 4 3 5 4

SA 4 4 2 3

SA 5 4 3 3

SA 4 3 4 5

SA 5 3 5 5

SA 5 4 4 4

SA 5 4 4 4

SA 3 4 3 4

SA 4 4 1 4

SA 4 3 4 3

Eur 4 5 5 3

Eur 4 4 4 2

Eur 3 4 5 4

Eur 3 4 1 3

Eur 4 4 5 5

Eur 5 5 5 5

Eur 5 5 5 1

Eur 4 5 5 4

Eur 3 4 4 4

Eur 3 5 3 3

Eur 4 4 5 4

Eur 5 4 5 5

Eur 5 3 4 4

Eur 5 5 4 5

Eur 3 4 4 4

Eur 4 5 4 5

Eur 4 5 4 4

Eur 5 4 4 5

Eur 4 5 4 4

Eur 3 5 3 4

Eur 4 4 4 2

Eur 5 5 3 4

Eur 5 3 4 5

Eur 4 5 2 4

Eur 4 3 4 4

Eur 5 4 3 3

Eur 2 4 4 4

Eur 5 4 5 4

Eur 4 5 4 3

Eur 5 4 1 5

Pac 5 4 4 5

Pac 5 5 5 5

Pac 4 4 4 4

Pac 4 3 4 4

Pac 5 4 5 4

Pac 4 4 4 4

Pac 5 5 4 5

Pac 4 2 3 3

Pac 3 4 4 4

Pac 5 4 4 5

China 5 5 4 4

China 5 5 4 3

China 4 4 3 3

China 4 4 3 3

China 4 4 3 2

China 4 4 3 3

China 4 4 3 2

China 3 4 3 3

China 3 4 2 2

China 2 3 2 1

Response times to customer service calls

Q1 2011 Q2 2011 Q3 2011 Q4 2011 Q1 2012 Q2 2012 Q3 2012 Q4 2012

4.36 4.33 3.71 4.44 2.75 3.45 1.67 2.55

5.42 4.73 2.52 4.07 3.24 1.95 2.58 2.30

5.50 1.63 2.69 5.11 4.35 2.77 3.47 1.04

2.79 4.21 3.47 3.49 5.58 1.83 3.12 1.59

5.55 6.89 5.12 4.69 2.89 3.72 1.00 3.11

3.65 0.92 1.00 6.36 5.09 4.59 5.40 4.05

8.02 5.27 3.44 8.26 2.33 1.17 3.90 3.38

4.00 0.90 6.04 1.91 1.69 1.46 4.49 1.26

3.34 3.85 2.53 8.93 3.88 1.90 2.06 0.90

4.92 5.00 2.39 6.85 3.39 2.95 4.49 2.31

3.55 3.52 3.26 5.69 5.14 4.69 3.57 2.71

3.52 5.20 4.68 3.05 0.98 3.34 3.41 1.65

1.25 5.13 3.59 5.91 2.34 3.59 3.31 3.58

2.18 5.29 1.07 1.00 2.80 4.03 2.79 2.96

4.35 1.00 2.86 1.82 3.06 2.39 2.09 3.78

2.46 2.18 4.44 3.74 2.40 1.63 4.28 2.87

2.07 4.55 4.87 6.11 1.59 2.40 4.47 0.90

2.90 2.13 6.76 4.78 3.05 4.44 1.94 4.87

2.58 5.24 2.84 4.13 1.50 4.96 3.90 3.11

5.50 4.08 1.25 7.17 5.58 4.41 3.32 0.90

2.47 4.04 3.43 5.70 3.11 3.40 2.20 3.52

4.24 5.09 2.98 1.00 1.08 3.15 3.52 3.18

1.88 7.66 4.65 3.40 3.63 4.87 2.31 0.90

4.25 4.65 2.66 2.04 1.86 3.97 1.00 1.35

5.08 0.90 4.99 4.37 1.90 3.85 5.90 1.62

4.40 2.01 3.76 2.47 6.07 2.81 1.09 1.87

1.64 1.34 3.12 3.20 1.00 1.76 4.60 1.03

6.40 8.05 2.12 5.83 1.00 5.58 3.52 2.31

3.68 4.91 4.32 3.94 1.19 4.92 4.14 1.99

3.92 5.06 3.61 2.47 3.79 2.63 4.13 3.97

4.13 3.26 4.02 3.89 5.86 3.27 2.43 1.00

3.34 4.26 2.63 6.88 0.90 2.86 2.34 3.51

3.28 1.70 4.47 1.71 2.24 3.83 2.53 2.41

3.24 2.30 4.18 6.39 0.90 1.79 4.14 2.47

3.25 5.35 4.73 6.57 3.87 2.70 2.65 4.02

5.20 2.33 2.65 4.18 2.46 3.61 3.21 2.03

5.28 3.67 2.36 8.82 3.84 0.90 3.85 3.62

4.33 4.73 3.64 3.35 2.43 3.38 2.20 4.12

4.64 1.05 5.62 5.50 1.54 4.38 4.57 1.40

2.65 2.67 0.90 6.51 0.90 2.87 2.99 2.49

3.42 4.16 6.40 0.90 3.69 2.11 4.19 2.67

3.97 0.90 3.21 2.87 1.73 2.86 3.03 4.33

1.26 3.51 3.55 7.45 3.52 3.12 1.90 1.95

6.16 5.95 5.93 3.49 2.23 1.86 2.09 2.70

6.40 2.05 5.52 3.03 5.35 2.41 1.03 1.76

1.00 8.21 4.96 7.46 5.11 2.98 2.95 2.64

3.63 2.52 4.85 4.84 6.46 0.90 7.42 4.49

5.34 3.99 5.57 2.88 5.61 1.01 3.79 1.62

3.74 2.59 4.82 0.95 3.63 4.56 2.48 1.10

5.63 1.34 3.18 3.05 3.87 5.67 2.71 4.50

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

A B C D E F

Defects After Delivery

Defects per million items received from suppliers

Month 2008 2009 2010 2011 2012

January 812 828 824 682 571

February 810 832 836 695 575

March 813 847 818 692 547

April 823 839 825 686 542

May 832 832 804 673 532

June 848 840 812 681 496

July 837 849 806 696 472

August 831 857 798 688 460

September 827 839 804 671 441

October 838 842 713 645 445

November 826 828 705 617 438

December 819 816 686 603 436

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38

39

40

41

42

43

44

45

46

47

48

49

50

51

52

53

54

55

56

57

58

59

60

61

62

63

A B C D E F G

Mower Unit Sales

Month NA SA Europe Pacific China World

Jan-08 6000 200 720 100 0 7020

Feb-08 7950 220 990 120 0 9280

Mar-08 8100 250 1320 110 0 9780

Apr-08 9050 280 1650 120 0 11100

May-08 9900 310 1590 130 0 11930

Jun-08 10200 300 1620 120 0 12240

Jul-08 8730 280 1590 140 0 10740

Aug-08 8140 250 1560 130 0 10080

Sep-08 6480 230 1590 130 0 8430

Oct-08 5990 220 1320 120 0 7650

Nov-08 5320 210 990 130 0 6650

Dec-08 4640 180 660 140 0 5620

Jan-09 5980 210 690 140 0 7020

Feb-09 7620 240 1020 150 0 9030

Mar-09 8370 250 1290 140 0 10050

Apr-09 8830 290 1620 150 0 10890

May-09 9310 330 1650 130 0 11420

Jun-09 10230 310 1590 140 0 12270

Jul-09 8720 290 1560 150 0 10720

Aug-09 7710 270 1530 140 0 9650

Sep-09 6320 250 1590 150 0 8310

Oct-09 5840 250 1260 160 0 7510

Nov-09 4960 240 900 150 0 6250

Dec-09 4350 210 660 150 0 5370

Jan-10 6020 220 570 160 0 6970

Feb-10 7920 250 840 150 0 9160

Mar-10 8430 270 1110 160 0 9970

Apr-10 9040 310 1500 170 0 11020

May-10 9820 360 1440 160 0 11780

Jun-10 10370 330 1410 170 0 12280

Jul-10 9050 310 1440 160 0 10960

Aug-10 7620 300 1410 170 0 9500

Sep-10 6420 280 1350 180 0 8230

Oct-10 5890 270 1080 180 0 7420

Nov-10 5340 260 840 190 0 6630

Dec-10 4430 230 510 180 0 5350

Jan-11 6100 250 480 200 0 7030

Feb-11 8010 270 750 190 0 9220

Mar-11 8430 280 1140 200 0 10050

Apr-11 9110 320 1410 210 0 11050

May-11 9730 380 1340 190 0 11640

Jun-11 10120 360 1360 200 0 12040

Jul-11 9080 320 1410 200 0 11010

Aug-11 7820 310 1490 210 0 9830

Sep-11 6540 300 1310 220 0 8370

Oct-11 6010 290 980 210 0 7490

Nov-11 5270 270 770 220 0 6530

Dec-11 5380 260 430 230 0 6300

Jan-12 6210 270 400 200 0 7080

Feb-12 8030 280 750 190 0 9250

Mar-12 8540 300 970 210 0 10020

Apr-12 9120 340 1310 220 5 10995

May-12 9570 390 1260 200 16 11436

Jun-12 10230 380 1240 210 22 12082

Jul-12 9580 350 1300 230 26 11486

Aug-12 7680 340 1250 220 14 9504

Sep-12 6870 320 1210 220 15 8635

Oct-12 5930 310 970 230 11 7451

Nov-12 5260 300 650 240 3 6453

Dec-12 4830 290 300 230 1 5651

Tractor Unit Sales


Jan-08 570 250 560 212 0 1592

Feb-08 611 270 600 230 0 1711

Mar-08 630 260 680 240 0 1810

Apr-08 684 270 650 263 0 1867

May-08 650 280 580 269 0 1779

Jun-08 600 270 590 280 0 1740

Jul-08 512 264 760 290 0 1826

Aug-08 500 280 645 270 0 1695

Sep-08 478 290 650 263 0 1681

Oct-08 455 280 670 258 0 1663

Nov-08 407 290 888 240 0 1825

Dec-08 360 280 850 230 0 1720

Jan-09 571 320 620 250 0 1761

Feb-09 650 350 760 275 0 2035

Mar-09 740 390 742 270 0 2142

Apr-09 840 440 780 280 0 2340

May-09 830 470 690 290 0 2280

Jun-09 760 490 721 300 0 2271

Jul-09 681 481 680 312 0 2154

Aug-09 670 460 711 305 0 2146

Sep-09 640 460 695 290 0 2085

Oct-09 620 440 650 260 0 1970

Nov-09 570 436 680 250 0 1936

Dec-09 533 420 657 240 0 1850

Jan-10 620 510 610 250 10 2000

Feb-10 792 590 680 250 12 2324

Mar-10 890 610 730 260 20 2510

Apr-10 960 600 820 270 22 2672

May-10 1040 620 810 290 20 2780

Jun-10 1032 640 807 310 24 2813

Jul-10 1006 590 760 340 20 2716

Aug-10 910 600 720 320 31 2581

Sep-10 803 670 660 313 30 2476

Oct-10 730 630 630 290 37 2317

Nov-10 699 710 603 280 32 2324

Dec-10 647 570 570 260 33 2080

Jan-11 730 650 500 287 35 2202

Feb-11 930 680 590 290 50 2540

Mar-11 1160 724 620 300 63 2867

Apr-11 1510 730 730 310 68 3348

May-11 1650 760 740 330 70 3550

Jun-11 1490 800 720 340 82 3432

Jul-11 1460 840 670 350 80 3400

Aug-11 1390 830 610 341 90 3261

Sep-11 1360 820 599 330 100 3209

Oct-11 1340 810 560 320 102 3132

Nov-11 1240 827 550 300 110 3027

Dec-11 1103 750 520 290 114 2777

Jan-12 1250 780 480 200 111 2821

Feb-12 1550 805 523 210 121 3209

Mar-12 1820 830 560 220 123 3553

Apr-12 2010 890 570 230 120 3820

May-12 2230 930 590 253 130 4133

Jun-12 2490 980 600 270 136 4476

Jul-12 2440 1002 580 280 134 4436

Aug-12 2334 970 570 250 132 4256

Sep-12 2190 960 550 230 137 4067

Oct-12 2080 930 530 220 130 3890

Nov-12 2050 920 517 190 139 3816

Dec-12 2004 902 490 190 131 3717

Industry Mower Total Sales

Month NA SA Eur Pac World

Jan-08 60000 571 13091 1045 74662

Feb-08 77184 611 17679 1111 96585

Mar-08 77885 658 22759 1068 102369

Apr-08 86190 778 27966 1237 116171

May-08 96117 886 27895 1313 126210

Jun-08 97143 882 30566 1176 129768

Jul-08 84757 848 29444 1359 116409

Aug-08 79804 735 28364 1238 110141

Sep-08 64800 657 28393 1215 95065

Oct-08 59307 595 24444 1154 85500

Nov-08 52157 553 18000 1262 71972

Dec-08 45049 462 12453 1386 59349

Jan-09 58627 553 12778 1443 73401

Feb-09 76200 615 18214 1515 96545

Mar-09 82871 658 23889 1373 108791

Apr-09 84904 784 29455 1442 116584

May-09 93100 846 29464 1215 124625

Jun-09 93000 838 27414 1333 122585

Jul-09 83048 763 27368 1415 112594

Aug-09 74854 694 27321 1296 104164

Sep-09 60769 625 29444 1402 92241

Oct-09 55619 610 23774 1468 81470

Nov-09 48155 571 17308 1351 67386

Dec-09 42647 512 12941 1389 57489

Jan-10 57885 537 10962 1509 70892

Feb-10 77647 595 15273 1402 94917

Mar-10 81845 659 20556 1524 104583

Apr-10 86095 756 26786 1574 115211

May-10 91776 878 24828 1468 118949

Jun-10 100680 825 24737 1560 127801

Jul-10 86190 756 24828 1441 113216

Aug-10 71887 714 25179 1545 99325

Sep-10 60000 651 24545 1667 86863

Oct-10 55566 643 19286 1698 77193

Nov-10 50857 619 15273 1810 68558

Dec-10 42596 548 9107 1731 53982

Jan-11 58095 581 8571 1887 69135

Feb-11 75566 614 13158 1845 91182

Mar-11 80286 622 19655 1923 102486

Apr-11 85140 727 25179 1981 113027

May-11 90093 826 23103 1810 115832

Jun-11 95472 783 24286 1942 122482

Jul-11 87308 681 24737 1961 114686

Aug-11 74476 646 26607 2000 103729

Sep-11 61698 625 22982 2075 87381

Oct-11 57238 617 16897 2019 76771

Nov-11 50673 587 13750 2095 67105

Dec-11 51238 591 7818 2150 61797

Jan-12 59712 563 7547 1852 69673

Feb-12 77961 571 13889 1743 94165

Mar-12 83725 625 18302 1892 104544

Apr-12 90297 723 25192 2037 118250

May-12 91143 848 24706 1887 118583

Jun-12 99320 792 25306 1944 127363

Jul-12 93922 745 27083 2170 123919

Aug-12 73143 739 26042 2037 101961

Sep-12 66699 667 26304 2018 95688

Oct-12 56476 660 22558 2072 81766

Nov-12 51068 625 14773 2182 68648

Dec-12 46893 608 6977 2035 56510

Industry Tractor Total Sales


Jan-08 8143 984 5091 987 278 15483

Feb-08 8592 1051 5310 1090 283 16325

Mar-08 8630 1016 6071 1127 285 17129

Apr-08 8947 1027 5856 1209 288 17327

May-08 8442 1057 5273 1221 286 16278

Jun-08 7500 1019 5315 1327 287 15448

Jul-08 6145 977 7170 1324 289 15905

Aug-08 5882 1057 5926 1268 290 14422

Sep-08 5595 1086 6075 1209 293 14258

Oct-08 5233 1045 6321 1168 295 14061

Nov-08 4494 1078 8381 1127 298 15378

Dec-08 3913 1029 7944 1085 301 14272

Jan-09 5938 1172 5688 1185 306 14289

Feb-09 6633 1273 7037 1286 302 16530

Mar-09 7327 1423 6981 1286 303 17320

Apr-09 8077 1612 7500 1346 307 18842

May-09 7830 1728 6571 1388 309 17826

Jun-09 7103 1815 6990 1449 312 17669

Jul-09 6239 1776 6667 1490 315 16487

Aug-09 6036 1685 6762 1449 318 16250

Sep-09 5664 1679 6635 1394 321 15692

Oct-09 5345 1618 6311 1256 315 14844

Nov-09 4831 1564 6476 1214 318 14402

Dec-09 4454 1522 6250 1171 320 13716

Jan-10 5299 1835 5922 1208 333 14597

Feb-10 6529 2115 6667 1214 313 16836

Mar-10 7120 2202 7228 1256 606 18412

Apr-10 7619 2151 8200 1311 571 19852

May-10 8387 2214 7941 1415 556 20513

Jun-10 8110 2278 7921 1520 526 20355

Jul-10 7752 2100 7677 1675 513 19716

Aug-10 6894 2128 7200 1584 769 18575

Sep-10 6015 2367 6735 1527 750 17394

Oct-10 5368 2211 6495 1422 732 16226

Nov-10 4964 2483 6061 1366 714 15587

Dec-10 4444 1986 5816 1262 698 14207

Jan-11 5000 2257 5051 1373 714 14394

Feb-11 6284 2353 6082 1436 1063 17218

Mar-11 7785 2457 6327 1478 1264 19310

Apr-11 9934 2517 7604 1512 1333 22901

May-11 10645 2612 7789 1642 1556 24244

Jun-11 9491 2749 7347 1667 1739 22993

Jul-11 9182 2887 6979 1733 1702 22483

Aug-11 8528 2833 6489 1700 1915 21465

Sep-11 8293 2789 6316 1642 2083 21123

Oct-11 8221 2765 5833 1576 2128 20523

Nov-11 7470 2746 5789 1493 2292 19789

Dec-11 6509 2534 5591 1450 2245 18329

Jan-12 7267 2635 5106 1010 2292 18311

Feb-12 8807 2703 5474 1045 2449 20477

Mar-12 10168 2795 6022 1106 2400 22489

Apr-12 11044 2997 6064 1150 2353 23607

May-12 12120 3131 6344 1244 2600 25439

Jun-12 13459 3311 6593 1357 2653 27374

Jul-12 13048 3390 6304 1421 2600 26764

Aug-12 12275 3277 6064 1263 2549 25428

Sep-12 11347 3232 5789 1173 2453 23995

Oct-12 10667 3131 5699 1128 2517 23142

Nov-12 10459 3087 5604 974 2541 22666

Dec-12 10082 3030 5444 979 2453 21989

Documents

Ch4 Evans BA1e Case Solution