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Monitoring the Repeated Calls at IKEA

Vlaswinkel, Emma A. (2021) Monitoring the Repeated Calls at IKEA.

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Abstract:A large part of the calls which the Customer Support Centre of IKEA is receiving are repeated calls. These calls follow quickly on a previous call by the same customer. A dashboard in PowerBI is created to gain insight into these calls. After this, a case study has been performed to show how the dashboard can be used.
Item Type:Essay (Bachelor)
Clients:
CSC IKEA, Groningen, Netherlands
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Industrial Engineering and Management BSc (56994)
Link to this item:http://purl.utwente.nl/essays/86366
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