Question

a) You have noticed that over the past three years, the number of complaints recorded in your Singapore office has increased, year on year. You think that this may simply be because the volume of business has increased, but you are concerned that the Singapore office may be receiving a higher-than-average number of complaints.

You, therefore, think that it would be a good idea to look at the average complaints ratio across the region to decide whether the Singapore office has a relatively high or low ratio. Note that this is not an exercise in looking at trends but is designed to compare the ratio between offices. When you suggest this to your supervisor, she agrees with the proposal. You are tasked with preparing a short note outlining: i. the techniques and tools you will use to investigate the issue and ii. how you will ensure that sufficient data exists and is used.

b) Your research uncovers the following pieces of data.

• Last year the Singapore office processed around 165,000 pieces of business per quarter and reported 656 complaints over the course of the year.
• The Thailand office processed around 34,000 pieces of business per quarter and reported 11 complaints over the course of the year.
• The Malaysia office processed around 112,000 pieces of business per quarter and reported 461 complaints over the course of the year.
• The Hong Kong office processed around 82,000 pieces of business per quarter and reported 328 complaints over the course of the year.
• The Cambodia office processed around 61,000 pieces of business per quarter and reported 622 complaints over the course of the year.

 i. Identify how you will organize the data for analysis.
ii. Analyse the figures above and present the results. Using the results, state whether there is cause for your original concerns or not and highlight any issues that you think the data reveals that need to be investigated further