Purpose  
This assignment is intended to give you an opportunity to strengthen your skills in gathering and analyzing business-related information. It provides a deeper understanding of how companies can look at globalization as part of their strategic and operational plans. The assignment has two parts: one focused on information research and analysis, and the other is on applied analytics.  
Resources: 

Microsoft® Excel® 
“How Netflix Expanded to 190 Countries in 7 Years” from Harvard Business Review
Call Center Waiting Time

Part 1: Globalization and Information Research 
Context: Companies that perform well in their country of origin usually consider expanding operations in new international markets. Deciding where, how, and when to expand is not an easy task, though.  
Many issues need to be considered before crafting an expansion strategy and investing significant resources to this end, including:  

the level of demand to be expected for the company’s products/services 
presence of local competitors 
the regulatory, economic, demographic, and political environments 

Carefully researching and analyzing these and other factors can help mitigate the inherent risk associated with an overseas expansion strategy, thus increasing the likelihood of success. 
As a data analyst in your company’s business development department, you’ve been tasked with the responsibility of recommending countries for international expansion. You’ll write a report to the company’s executive team with your research, analysis, and recommendations. 
Instructions:  
Write a 525-word summary covering the following items: 

According to the article listed above, what were the most important strategic moves that propelled Netflix’s successful international expansion? 
The article mentions investments in big data and analytics as one of the elements accompanying the second phase of overseas expansion. Why was this investment important? What type of information did Netflix derive from the data collected? 
According to the article, what is exponential globalization? 
Not all international expansion strategies are a resounding success, however. Research an article or video that discusses an instance in which an American company’s expansion efforts in another country failed. According to the article/video you selected, what were the main reasons for this failure? Do you agree with this assessment? 
Explain some of the reasons why certain companies’ expansion plans have failed in the past. 

Part 2: Hypothesis testing  
Context: Your organization is evaluating the quality of its call center operations. One of the most important metrics in a call center is Time in Queue (TiQ), which is the time a customer has to wait before he/she is serviced by a Customer Service Representative (CSR). If a customer has to wait for too long, he/she is more likely to get discouraged and hang up. Furthermore, customers who have to wait too long in the queue typically report a negative overall experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 2.5 minutes (150 seconds). 
Another important metric is Service Time (ST), also known as Handle Time, which is the time a CSR spends servicing the customer. CSR’s with more experience and deeper knowledge tend to resolve customer calls faster. Companies can improve average ST by providing more training to their CSR’s or even by channeling calls according to area of expertise. Last month your company had an average ST of approximately 3.5 minutes (210 seconds). In an effort to improve this metric, the company has implemented a new protocol that channels calls to CSR’s based on area of expertise. The new protocol (PE) is being tested side-by-side with the traditional (PT) protocol.  
Instructions: 
Access the Call Center Waiting Time file. Each row in the database corresponds to a different call. The column variables are as follows: 

ProtocolType: indicates protocol type, either PT or PE
QueueTime: Time in Queue, in seconds
ServiceTime: Service Time, in seconds
Perform a test of hypothesis to determine whether the average TiQ is lower than the industry standard of 2.5 minutes (150 seconds). Use a significance level of α=0.05.  
Evaluate if the company should allocate more resources to improve its average TiQ. 
Perform a test of hypothesis to determine whether the average ST with service protocol PE is lower than with the PT protocol. Use a significance level of α=0.05.  
Assess if the new protocol served its purpose. (Hint: this should be a test of means for 2 independent groups.) 
Submit your calculations and a 175-word summary of your conclusions. 

Submit your assignment.Call Center Timing

ProtocolType
QueueTime
ServiceTime

PE
43
976

PE
151
33

PE
57
35

PE
15
39

PE
45
41

PE
97
43

PE
239
43

PE
33
48

PE
31
48

PE
299
49

PE
27
50

PE
189
50

PE
51
51

PE
71
52

PE
57
56

PE
149
57

PE
209
61

PE
121
61

PE
65
63

PE
59
65

PE
29
68

PE
43
68

PE
91
71

PE
211
72

PE
95
72

PE
67
74

PE
143
75

PE
85
75

PE
173
75

PE
77
75

PE
25
76

PE
75
77

PE
41
79

PE
229
79

PE
47
80

PE
147
87

PE
247
90

PE
189
104

PE
89
106

PE
223
110

PE
265
121

PE
141
129

PE
167
131

PE
107
144

PE
261
157

PE
63
159

PE
37
167

PE
67
167

PE
91
168

PE
193
172

PE
133
195

PE
31
204

PE
203
210

PE
261
211

PE
205
246

PE
75
255

PE
31
260

PE
177
854

PE
193
899

PE
93
905

PE
53
942

PE
91
225

PE
103
239

PE
219
243

PE
179
268

PE
153
299

PE
57
319

PE
171
321

PE
71
388

PE
89
408

PE
89
577

PE
47
231

PE
291
33

PE
43
34

PE
121
35

PE
179
37

PE
129
38

PE
141
43

PE
73
45

PE
97
47

PE
141
52

PE
63
54

PE
51
56

PE
107
64

PE
99
65

PE
43
67

PE
123
69

PE
115
70

PE
129
76

PE
71
77

PE
33
78

PE
179
80

PE
131
83

PE
105
92

PE
95
94

PE
131
110

PE
143
110

PE
135
112

PE
75
119

PE
127
129

PE
277
140

PE
35
188

PE
97
204

PE
31
206

PE
119
207

PE
219
239

PE
47
214

PE
67
243

PE
65
387

PE
83
33

PE
87
34

PE
137
34

PE
91
34

PE
181
34

PE
29
36

PE
69
36

PE
61
36

PE
225
36

PE
147
37

PE
61
37

PE
89
37

PE
51
38

PE
27
38

PE
211
40

PE
37
40

PE
99
41

PE
59
41

PE
79
42

PE
225
42

PE
133
42

PE
43
43

PE
51
44

PE
107
44

PE
37
44

PE
145
45

PE
173
45

PE
63
45

PE
139
45

PE
31
46

PE
55
46

PE
99
46

PE
29
47

PE
105
47

PE
55
47

PE
47
47

PE
57
47

PE
195
47

PE
219
49

PE
83
49

PE
71
49

PE
65
50

PE
311
51

PE
753
51

PE
45
51

PE
151
51

PE
43
52

PE
47
52

PE
143
52

PE
715
52

PE
71
52

PE
43
52

PE
55
53

PE
53
53

PE
187
54

PE
213
54

PE
123
55

PE
265
55

PE
163
55

PE
107
55

PE
141
56

PE
67
56

PE
83
56

PE
47
56

PE
487
56

PE
41
57

PE
83
57

PE
753
57

PE
81
57

PE
767
57

PE
315
58

PE
241
59

PE
39
59

PE
85
59

PE
73
59

PE
199
59

PE
53
60

PE
71
60

PE
91
60

PE
179
60

PE
93
60

PE
47
60

PE
75
60

PE
109
61

PE
273
61

PE
37
61

PE
123
61

PE
155
62

PE
211
63

PE
45
64

PE
109
64

PE
45
64

PE
33
65

PE
63
65

PE
139
65

PE
91
66

PE
809
66

PE
149
66

PE
71
66

PE
85
67

PE
71
67

PE
33
67

PE
49
67

PE
41
67

PE
135
68

PE
21
68

PE
323
68

PE
177
69

PE
811
69

PE
75
69

PE
141
69

PE
99
69

PE
83
70

PE
133
70

PE
77
70

PE
85
70

PE
809
70

PE
35
71

PE
93
72

PE
67
73

PE
83
73

PE
73
73

PE
57
73

PE
45
74

PE
55
74

PE
65
74

PE
67
74

PE
193
75

PE
149
75

PE
39
75

PE
65
76

PE
171
76

PE
33
76

PE
171
76

PE
99
76

PE
105
76

PE
41
77

PE
91
77

PE
107
77

PE
161
77

PE
93
77

PE
83
78

PE
49
78

PE
63
79

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Global strategy

How Netflix Expanded to 190 Countries in 7 Years

The majority of its revenue now comes from outside the U.S.

by

Louis Brennan

by

Louis Brennan

October 12, 2018, Updated October 12, 2018

Fernando Trabanco Fotografía/Getty Images

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Summary.   

Netflix’s global growth is a big factor in the company’s success. It operates in over 190 countries, and its international streaming revenues now exceed its domestic revenues. But only eight years ago Netflix was only in the U.S. How did it expand so quickly? First, it didn’t enter all markets at once. It started slowly, in countries that were similar to its U.S. home market. Using what it learned in these markets, it expanded to a few dozen countries by 2015, and then continued learning and growing from there. Second, it adapted to local cultures and preferences, using that knowledge to appeal to customers all over the world, both with its content offerings and with the




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