Ch4 Evans BA1e Case Solution

a.
Datasheets: Dealer Satisfaction and End-User Satisfaction

Dealer Satisfaction:
Mean Satisfaction Ratings:
Year\Region
2008
2009
2010
2011
2012
North America South America

3.78
4.00
3.92
4.00
3.97
4.27
4.11
4.50
4.11
4.50
Europe
3.93
4.00
4.12
4.07
4.07
Pacific Rim
3.20
3.40
3.67
4.10
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
2008
2009
2010
2011
2012

3.98
4.00
4.04
3.95
4.04
3.99
4.17
4.00
4.22
4.02
Europe
3.97
3.96
3.90
4.07
4.07
Pacific Rim
3.92
3.95
4.00
4.06
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
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count

4.6
0.065133895
5
5
0.651338947
0.424242424
8.427294040
-2.282806015
4
1
5
460
100
4.28
0.110804111
4
4
0.783503383
0.613877551
4.903882953
-1.607278970
4
1
5
214
50
Europe
Pacific Rim
4.1
4.4
0.154250133 0.221108319
4
4.5
4
5
0.844862772 0.699205899
0.713793103 0.488888889
-0.385773297 -0.146103896
-0.566081126 -0.780105755
3
2
2
3
5
5
123
44
30
10
Price:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
3.71
0.110366698
4
4
1.103666982
1.218080808
0.013829301
-0.779332096
4
1
5
371
100
3.5
0.149147236
4
4
1.054630219
1.112244898
-0.281588519
-0.598061703
4
1
5
175
50
Europe
3.9
0.199712437
4
4
1.093870067
1.196551724
1.708055362
-1.314259067
4
1
5
117
30
Pacific Rim
4.1
0.179505494
4
4
0.567646212
0.322222222
1.498216409
0.091120379
2
3
5
41
10
China's ratings, and to some extent South America's, stand out as being lower when compared to more mature markets, su
Of particular concern is an extremely low average of service and price ratings in China, as well as relatively low average of p
On the other hand, quality ratings, and to some extent, the ease of use ratings, are consistently high across all markets, but
Standard deviations are comparable across different types of ratings and different markets, with few higher readings in the p
The customer ratings are negatively skewed across all markets for all the attributes except for the ease of use ratings in Chi
The distribution of the price ratings of customers in China are perfectly symmetrical and unimodal with zero skewness coeffi
The ease of use ratings in Europe and China, the price ratings in Pacific Rim, and the service ratings in Pacific Rim and Chi
The quality and ease of use ratings in North America and South America and the service ratings in South America have pea
c. Datasheet: Response Time
Descriptive Statistics:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
Q1 2011
Q2 2011
3.915954427
0.20958581
3.82870674
#N/A
1.481995475
2.196310589
0.09341853
0.22320500
7.019138265
1
8.019138265
195.7977214
50
3.725060970
0.270960545
4.01261443
0.9
1.915980388
3.670980849
-0.33712730
0.32383932
7.312489182
0.9
8.212489182
186.2530485
50
Q3 2011
3.747363814
0.197833709
3.601591975
#N/A
1.398895569
1.956908813
-0.36298017
0.00521022
5.856213457
0.9
6.756213457
187.3681907
50
Q4 2011
4.452930559
0.299607624
4.154410088
1
2.118545827
4.488236423
-0.69050912
0.22418571
8.029614079
0.9
8.929614079
222.646528
50
The average response time taken by the PLE customer-service personnel to respond to service calls was highest in the four
The average response times came down in 2012 when compared to 2011 indicating an improvement in customer-service pr
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 ex
The response times over all quarters have flat distributions with wide degree of dispersions.
d. Datasheet: Defects After Delivery
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
2008
2009
826.3333333
3.35824028
826.5
#N/A
11.6332856
135.3333333
-0.5802508
0.2184691
38
810
848
9916
12
2010
837.4166667
3.182476483
839
828
11.0244219
121.5378788
0.2533542
-0.1420758
41
816
857
10049
12
785.9166667
15.13748024
805
804
52.4377698
2749.719697
-0.2100103
-1.2120209
150
686
836
9431
12
2011
669.0833333
8.941271631
681.5
#N/A
30.9734735
959.3560606
0.8077759
-1.3927823
93
603
696
8029
12
The average number of defects per million items received every month from suppliers had slightly increased in 2009, howev
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 sam
e. Datasheets: Mower Unit Sales, Tractor Unit Sales, Industry Mower Total Sales, and Industry Tractor Total Sales
Monthly Mower Sales:
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
NA
SA
Europe
7542.333333
227.3237029
7870
9050
1760.841831
3100563.955
-1.23546088
-0.118689164
6020
4350
10370
452540
60
282.3333333
6.108097185
280
250
47.31311735
2238.531073
-0.292972034
0.177919554
210
180
390
16940
60
23.35
16.76
Coefficient of Variation CV
Pacific
1149
172.5
48.70277664 4.810681383
1260
170
1590
150
377.2500856 37.26337776
142317.6271 1388.559322
-0.846354386 -1.194524397
-0.533710658 0.044602887
1350
140
300
100
1650
240
68940
10350
60
60
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 sal
Also, the coefficients of variation for overall mower sales and overall industry mower sales are almost the same.
Monthly Tractor Sales:
Mean
Standard Error
Median
Mode
NA
1075.033333
75.70645423
835
570
SA
598.35
30.37211612
605
280
Eur
647.9666667
12.19310184
647.5
680
Pac
272.1833333
5.014188438
270
290
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
586.4196729
343888.0328
-0.131806303
1.005044941
2130
360
2490
64502
60
235.2613999
55347.92627
-1.272932271
0.001040499
752
250
1002
35901
60
54.55
39.32
94.44736076 38.83973663
8920.303955 1508.525141
-0.377763165 -0.471209155
0.403752331 -0.086968195
408
160
480
190
888
350
38878
16331
60
60
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 exc
For North America and China, there is a huge difference between the coefficients of variation for tractor sales and industry tr
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
Correlation coefficient
SA
0.996
Eur
0.757
0.979
Pac
0.990
There is a very strong positive linear relationship between the monthly mower sales and the industry mower sales in North A
Overall, an increase (decrease) in the monthly mower sales will result in an increase (decrease) in the industry mower sales
Correlation between Monthly Tractor Sales and Industry Tractor Sales:

NA
Correlation coefficient
SA
0.893
Eur
0.999
0.919
Pac
0.980
There is a very strong positive linear relationship between the monthly tractor sales and the industry tractor sales in all mark
Overall, an increase (decrease) in the monthly tractor sales will result in an increase (decrease) in the industry tractor sales
Standard deviations of the Satisfaction Ratings:

China
3.00
3.14
3.69
outh America, and

d Pacific Rim after 2011.
Year\Region North America

2008
0.975
2009
0.853
2010
0.938
2011
1.072
2012
1.094
South America
0.667
0.667
0.828
0.863
0.915
Europe
0.884
0.845
0.726
0.640
0.740
The standard deviations of dealer ratings in North America are relatively higher over the yea
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
3.78
3.86
4.12
Pacific Rim, and China

2009 and Europe for 2009 and 2010.
Year\Region North America

2008
1.101
2009
1.044
2010
1.063
2011
0.965
2012
0.949
South America
1.054
1.104
0.990
0.974
0.974
Europe
1.039
1.063
0.990
0.956
0.832
In 2012, the standard deviations of end-users' ratings in South America are higher indicating
deviation of ratings from their averages when compared to other markets.
Standard deviations are low in China.
gh only after North America by 2012.
Ease of Use:
China
3.8
0.290593263
4
4
0.918936583
0.844444444
0.396220815
-0.601381628
3
2
5
38
10
North America
Mean
4.27
Standard Error
0.082700628
Median
4
Mode
4
Standard Deviation0.827006284
Sample Variance 0.683939394
Kurtosis
4.015852878
Skewness
-1.636641044
Range
4
Minimum
1
Maximum
5
Sum
427
Count
100
South America
3.92
0.102379845
4
4
0.723934826
0.524081633
5.215213212
-1.558310533
4
1
5
196
50
Europe
4.333333333
0.120662285
4
4
0.660894552
0.436781609
-0.619707163
-0.483509618
2
3
5
130
30
Service:
China
North America
3
0.210818511
3
3
0.666666667
0.444444444
0.080357143
0
2
2
4
30
10
Mean
4.31
Standard Error
0.074799395
Median
4
Mode
5
Standard Deviation 0.74799395
Sample Variance 0.559494949
Kurtosis
1.006913755
Skewness
-1.021896119
Range
3
Minimum
2
Maximum
5
Sum
431
Count
100
South America
4.24
0.116268514
4
4
0.822142547
0.675918367
3.444965215
-1.397755893
4
1
5
212
50
Europe
3.866666667
0.184037311
4
4
1.008013866
1.016091954
1.093372957
-1.015135685
4
1
5
116
30
en compared to more mature markets, such as North America and Europe.

hina, as well as relatively low average of price ratings in South America.
e consistently high across all markets, but especially in more developed markets of North America and Pacific Rim.
markets, with few higher readings in the price and service columns, but nothing apparent stands out.
s except for the ease of use ratings in China and the price ratings in Pacific Rim which are positively skewed.
al and unimodal with zero skewness coefficient and equal mean, median, and mode.
the service ratings in Pacific Rim and China are relatively symmetrical.
ervice ratings in South America have peaked distributions with less dispersion.
Q1 2012
Q2 2012
3.088339483
0.22418667
2.972191836
0.9
1.585239144
2.512983145
-0.80818279
0.41471594
5.555462468
0.9
6.455462468
154.4169741
50
3.113752768
0.173691725
3.050193944
0.9
1.228185967
1.50844077
-0.67195824
0.08943070
4.766074875
0.9
5.666074875
155.6876384
50
Q3 2012
Q4 2012
3.202707447
0.180933972
3.164010146
1
1.279396385
1.636855109
1.30013698
0.65215854
6.419242032
1
7.419242032
160.1353723
50
2.527829583
0.159924593
2.477404708
0.9
1.130837642
1.278793773
-0.98310719
0.23265876
3.972437985
0.9
4.872437985
126.3914792
50
5.000000000
4.500000000
4.000000000
3.500000000
3.000000000
2.500000000
2.000000000
1.500000000
1.000000000
0.500000000
0.000000000
Q1 2011 Q2 2011
ond to service calls was highest in the fourth quarter of 2011 associated with more deviation.
ng an improvement in customer-service process. By the fourth quarter of 2012, the average came down to the lowest value
with relatively symmetrical distributions except for the third quarter of 2012 which has moderate skewness.
Mean number of Defects
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
900.0000000
800.0000000
700.0000000
600.0000000
500.0000000
400.0000000
300.0000000
200.0000000
100.0000000
0.0000000
2008
2009
2010
2011
2012
iers had slightly increased in 2009, however, there was a substantial decline there after.
d an increase in 2012.
tively symmetrical nature which is the same for 2012 also after undergoing apparent changes in the distribution in 2009 through 2011.
s, and Industry Tractor Total Sales

Industry Mower Sales:
World
9148.05
267.296501
9390
7020
2070.469794
4286845.167
-1.189149598
-0.188903124
6930
5350
12280
548883
60
Mean
Standard Error
Median
Mode
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
22.63
NA
SA
72580.8868
2159.845853
75883.01887
60000
16730.09403
279896046.4
-1.254555987
-0.146283286
58083.4578
42596.15385
100679.6117
4354853.208
60
675.8406305
13.44404856
654.1528239
625
104.1371523
10844.5465
-0.706448075
0.418732367
424.1758242
461.5384615
885.7142857
40550.43783
60
23.05
15.41
ets when compared to the PLE mower sales. However, the difference is relatively small.
er sales are almost the same.
Industry Tractor Sales:
China
46.65
6.736225745
23
0
World
2640.183333
105.013514
2408
2324
Mean
Standard Error
Median
Mode
NA
7726.268307
293.8581853
7559.52381
#N/A
SA
2092.908019
96.84843839
2176.35185
1056.603774
52.17858025
2722.604237
-1.253820835
0.64741871
139
0
139
2799
60
813.431182
661670.2879
-0.652116779
0.661643538
2884
1592
4476
158411
60
111.85
30.81
Standard Deviation
Sample Variance
Kurtosis
Skewness
Range
Minimum
Maximum
Sum
Count
2276.215715
5181157.983
-0.180846623
0.576294655
9546.415981
3913.043478
13459.45946
463576.0984
60
29.46
750.184778
562777.2011
-1.237075503
-0.06078887
2412.386899
977.443609
3389.830508
125574.4812
60
35.84
e to its mean are low over all markets except for Pacific (slight difference).
of variation for tractor sales and industry tractor sales.
ustry tractor sales.
World
0.990
s and the industry mower sales in North America, Europe, and Pacific. The relation is moderate in South America.
se (decrease) in the industry mower sales or vice versa.
China
0.996
World
0.960
s and the industry tractor sales in all markets. The relation is actually perfect in South America.
se (decrease) in the industry tractor sales or vice versa.
Pacific Rim
0.837
0.894
1.033
0.738
0.835
China
0.690
0.793
ca are relatively higher over the years indicating relatively

pared to other markets.
Pacific Rim
1.134
1.058
1.035
0.941
0.868
China
1.036
1.069
0.773
South America are higher indicating relatively more

to other markets.
Pacific Rim
3.9
0.276887462
4
4
0.875595036
0.766666667
1.830947880
-1.017941299
3
2
5
39
10
China
4.1
0.179505494
4
4
0.567646212
0.322222222
1.498216409
0.091120379
2
3
5
41
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
Mean Response Time
Q2 2011 Q3 2011 Q4 2011 Q1 2012 Q2 2012 Q3 2012 Q4 2012
o the lowest value
ibution in 2009 through 2011.
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
Eur
6436.149603
107.7077279
6318.272095
6666.666667
20.32
Pac
22.73
China
World
1322.727004 1069.885 18647.94

24.98474216 117.1014 467.7558
1298.196949 588.7446 17747.65
1126.760563
315
#N/A
834.3004725
696057.2784
-0.459519127
0.467126123
3330.44733
5050.505051
8380.952381
386168.9762
60
193.5309806
37454.24046
-0.63268383
0.227442421
758.314293
974.3589744
1732.673267
79363.62025
60
907.0633
822763.7
-1.30289
0.682667
2375.061
278
2653.061
64193.13
60
3623.221
13127728
-0.59464
0.60119
13657.27
13716.25
27373.52
1118876
60
12.96
14.63
84.78
19.43
Dealer Satisfaction
Survey Scale:
North America
2008
2009
2010
2011
2012
NORTH AMERICA
0
1
0
1
1
2
0
0
1
2
3
2
2
1
6
5
14
14
8
12
15
22
20
34
34
44
11
14
15
45
56
5 Sample
Size
50
50
60
100
125
0
0
0
0
1
0
0
0
1
1
0
0
1
1
2
2
2
4
3
4
6
6
11
12
22
2
2
14
33
60
10
10
30
50
90
0
0
0
0
0
0
0
0
0
0
1
1
1
1
1
3
2
2
2
4
7
8
15
21
17
4
4
7
6
8
15
15
25
30
30
Ratings (x )
0
1
2
3
4
5
###
Totals
South America
2008
2009
2010
2011
2012
Pacific Rim
2008
2009
2010
2011
2012
f *x
0
0
4
42
88
55
189
SOUTH AMERICA
f *(x mean)^2
14.2884
0
6.3368
8.5176
1.0648
16.3724
46.58
Ratings (x ) Frequency (f ) f *x
0
1
2
3
4
5
###
Totals
Ratings (x )
0
1
2
3
4
5
###
Totals
Frequency (f )
0
0
2
14
20
14
50
f *x
0
0
4
42
80
70
196
f *(x mean)^2
0
0
7.3728
11.8496
0.128
16.3296
35.68
0
0
0
0
0
0
0
0
0
0
1
1
1
0
1
2
1
1
2
2
2
3
3
5
7
0
0
1
3
2
5
5
6
10
12
0
0
0
0
0
0
0
1
1
1
4
5
0
2
8
0
0
2
1
7
16
Ratings (x )
0
1
2
3
4
5
###
Totals
Frequency (f )
1
1
1
8
34
15
60
f *x
0
1
2
24
136
75
238
f *(x mean)^2
15.73444444
8.801111111
3.867777778
7.475555556
0.037777778
16.01666667
51.93333333
0
1
2
3
4
5
###
Totals
Frequency (f )
1
2
6
12
34
45
100
f *x
0
2
12
36
136
225
411
f *(x mean)^2
16.8921
19.3442
26.7126
14.7852
0.4114
35.6445
113.79
0
1
2
3
4
5
###
Totals
0
1
2
3
4
5
###
Totals
Frequency (f )
2
3
5
15
44
56
125
f *x
0
3
10
45
176
280
514
f *(x mean)^2
33.817088
29.053632
22.30272
18.54816
0.551936
44.158464
148.432
Mean
4.11
Sample standard deviation
####
EUROPE
f *(x mean)^2
0
0
0
2
0
2
4
Ratings (x ) Frequency (f )
0
1
2
3
4
5
###
Totals
0
0
0
2
6
2
10
0
0
0
6
24
10
40
f *(x mean)^2
0
0
0
2
0
2
4
0
1
2
3
4
5
###
Totals
0
0
1
4
11
14
30
0
0
2
12
44
70
128
f *(x mean)^2
0
0
5.137777778
6.417777778
0.782222222
7.528888889
19.86666667
0
1
2
3
4
5
###
Totals
0
1
2
3
4
5
###
Totals
0
1
1
3
12
33
50
0
1
2
9
48
165
225
f *(x mean)^2
0
12.25
6.25
6.75
3
8.25
36.5
0
1
2
3
4
5
###
Totals
1
1
2
4
22
60
90
0
1
4
12
88
300
405
f *(x mean)^2
20.25
12.25
12.5
9
5.5
15
74.5
Mean
4.50
Sample standard####
deviation
f *x
0
0
1
2
8
4
15
0
1
2
3
4
5
###
Totals
f *(x mean)^2
0
0
3.737777778
2.613333333
0.031111111
4.551111111
10.93333333
0
1
2
3
4
5
###
Totals
0
0
2
6
32
20
60
f *x
0
0
1
2
15
7
25
0
0
2
6
60
35
103
0
1
2
3
4
5
###
Totals
f *x
0
0
1
2
21
6
30
0
0
2
6
84
30
122
f *(x mean)^2
0
0
4
2
0
4
10
0
1
2
3
4
5
###
Totals
0
1
2
3
4
5
###
Totals
0
0
1
4
17
8
30
f *x
0
0
2
12
68
40
122
Mean
4.07
0.740
CHINA
f *x
0
0
2
6
8
0
16
f *(x mean)^2
0
0
1.44
0.08
1.28
0
2.8
0
1
2
3
4
5
###
0
0
1
1
3
0
5
f *x
0
0
2
3
12
0
17
f *(x mean)^2
0
0
1.96
0.16
1.08
0
3.2
Totals
f *(x mean)^2
0
0
4.4944
2.5088
0.216
5.4208
12.64
0
1
2
3
4
5
###
Totals
0
0
1
1
3
1
6
f *x
0
0
2
3
12
5
22
f *(x mean)^2
0
0
2.777777778
0.444444444
0.333333333
1.777777778
5.333333333
Mean
3.67
Sample standard ####
deviation
f *(x mean)^2
0
0
4.271111111
2.275555556
0.093333333
5.226666667
11.86666667
0
1
2
3
4
5
###
Totals
0
0
0
2
5
3
10
f *x
0
0
0
6
20
15
41
f *(x mean)^2
0
0
0
2.42
0.05
2.43
4.9
Mean
4.1
deviation
f *(x mean)^2
0
0
4.271111111
4.551111111
0.075555556
6.968888889
15.86666667
0
1
2
3
4
5
###
Totals
0
0
1
2
7
2
12
f *x
0
0
2
6
28
10
46
f *(x mean)^2
0
0
3.361111111
1.388888889
0.194444444
2.722222222
7.666666667
Mean
3.83
deviation
f *x
0
0
0
1
0
0
1
0
0
0
3
0
0
3
f *(x mean)^2
0
0
0
0
0
0
0
Mean
3
Sample standard deviation cannnot be detemined because the sample size is one.
0
1
2
3
4
5
###
Totals
Mean
3.4
deviation
Mean
4.06666667
0.640
0
0
1
2
2
0
5
Mean
3.2
deviation
Mean
4.12
0.726
Mean
4.5
Sample standard####
deviation
0
0
2
9
28
20
59
Mean
4
0.845
Mean
4.27
Sample standard####
deviation
PACIFIC RIM
f *x
0
0
1
3
7
4
15
Mean
3.93333333
0.884
Mean
4
Sample standard####
deviation
Mean
4.11
####
Ratings (x )
0
0
0
6
24
10
40
Mean
3.97
####
Ratings (x )
0
0
0
2
6
2
10
Mean
4
Sample standard####
deviation
Mean
3.92
####
China
2010
2011
2012
1
0
2
14
22
11
50
Mean
3.78
####
Europe
2008
2009
2010
2011
2012
Frequency (f )
f *x
0
0
1
4
2
0
7
0
0
2
12
8
0
22
f *(x mean)^2
0
0
1.306122449
0.081632653
1.469387755
0
2.857142857
Mean
3.14285714
0.690
0
1
2
3
4
5
###
Totals
0
0
1
5
8
2
16
f *x
0
0
2
15
32
10
59
Mean
3.69
0.793
f *(x mean)^2
0
0
2.84765625
2.36328125
0.78125
3.4453125
9.4375
End-User Satisfaction
North America
2008
2009
2010
2011
2012
0
1
1
1
0
0
1
3
2
2
2
2
2
6
4
5
4
3
3
15
18
17
15
15
4
37
35
34
33
31
Sample
5 Size
38
100
40
100
41
100
46
100
49
100
South America
2008
2009
2010
2011
2012
1
1
0
0
0
2
3
2
2
2
5
6
6
5
5
18
17
19
20
19
36
36
37
37
37
38
37
36
36
37
100
100
100
100
100
2008
2009
2010
2011
2012
1
1
1
1
0
2
2
1
1
1
4
5
4
3
2
21
21
26
17
19
36
34
37
41
45
36
37
31
37
33
100
100
100
100
100
2008
2009
2010
2011
2012
2
1
1
0
0
3
2
2
2
1
5
7
5
4
3
15
15
16
17
19
41
41
40
40
42
34
34
36
37
35
100
100
100
100
100
2010
2011
2012
0
1
0
3
2
1
3
2
1
6
4
3
28
30
31
10
11
14
50
50
50
Europe
NORTH AMERICA
Ratings (x )
0
1
2
3
4
2008
5
Totals
f *x f *(x mean)^2
0
15.8404
3
26.6412
12
23.5224
45
14.406
148
0.0148
190
39.5352
398
119.96
Mean
3.98
1.101
Ratings (x )
0
1
2
3
4
2009
5
Totals
Pacific Rim
China
Frequency (f )
1
3
6
15
37
38
100
Frequency (f )
1
2
4
18
35
40
100
f *x f *(x mean)^2
0
16.3216
2
18.4832
8
16.6464
54
19.4688
140
0.056
200
36.864
404
107.84
Mean
4.04
1.044
Ratings (x )
0
1
2
3
4
2010
5
Totals
Frequency (f )
1
2
5
17
34
41
100
f *x f *(x mean)^2
0
16.3216
2
18.4832
10
20.808
51
18.3872
136
0.0544
205
37.7856
404
111.84
Mean
4.04
1.063
Ratings (x )
0
1
2
3
4
2011
5
Totals
Frequency (f )
0
2
4
15
33
46
100
f *x f *(x mean)^2
0
0
2
20.0978
8
18.8356
45
20.5335
132
0.9537
230
31.6894
417
92.11
Mean
4.17
0.965
Ratings (x )
0
1
2
3
2012
4
5
Totals
Frequency (f )
0
2
3
15
31
49
100
f *x f *(x mean)^2
0
0
2
20.7368
6
14.7852
45
22.326
124
1.5004
245
29.8116
422
89.16
Mean
4.22
0.949
SOUTH AMERICA
Ratings (x ) Frequency (f ) f *x f *(x mean)^2
0
1
0
16
1
2
2
18
2
5
10
20
3
18
54
18
4
36 144
0
2008
5
38 190
38
Totals
100 400
110
Mean
4
Sample standard
1.054
deviation
0
1
0
15.6025
1
3
3
26.1075
2
6
12
22.815
3
17
51
15.3425
4
36 144
0.09
2009
5
37 185
40.7925
Totals
100 395
120.75
Mean
3.95
Sample standard
1.104
deviation
0
0
0
0
1
2
2
17.8802
2
6
12
23.7606
3
19
57
18.6219
4
37 148
0.0037
2010
5
36 180
36.7236
Totals
100 399
96.99
Mean
3.99
Sample standard
0.990
deviation
0
0
0
0
1
2
2
18
2
5
10
20
3
20
60
20
4
37
148
0
2011
5
36 180
36
Totals
100 400
94
Mean
4
Sample standard
0.974
deviation
0
0
0
0
1
2
2
18.2408
2
5
10
20.402
3
19
57
19.7676
2012
4
37 148
0.0148
5
37 185
35.5348
Totals
100 402
93.96
Mean
4.02
Sample standard
0.974
deviation
EUROPE
0
1
1
2
2
4
3
21
4
36
2008
5
36
Totals
100
PACIFIC RIM
f *x
0
2
8
63
144
180
397
f *(x mean)^2
15.7609
17.6418
15.5236
19.7589
0.0324
38.1924
106.91
0
2
1
3
2
5
3
15
4
41
2008
5
34
Totals
100
f *(x mean)^2
15.6816
17.5232
19.208
19.3536
0.0544
40.0192
111.84
0
1
1
2
2
7
3
15
4
41
2009
5
34
Totals
100
f *(x mean)^2
15.21
8.41
14.44
21.06
0.37
37.51
97
0
1
1
2
2
5
3
16
4
40
2010
5
36
Totals
100
f *(x mean)^2
16.5649
9.4249
12.8547
19.4633
0.2009
32.0013
90.51
0
0
1
2
2
4
3
17
4
40
2011
5
37
Totals
100
f *(x mean)^2
0
9.4249
8.5698
21.7531
0.2205
28.5417
68.51
0
0
1
1
2
3
3
19
2012
4
42
5
35
Totals
100
Mean
3.97
1.039
0
1
1
2
2
5
3
21
4
34
2009
5
37
Totals
100
f *x
0
2
10
63
136
185
396
Mean
3.92
Sample standard1.134
deviation
Mean
3.96
1.063
0
1
1
1
2
4
3
26
4
37
2010
5
31
Totals
100
f *x
0
1
8
78
148
155
390
f *x
0
1
6
51
164
185
407
f *x
0
1
4
57
180
165
407
Mean
4.07
0.832
f *x f *(x mean)^2
0
16
2
18
10
20
48
16
160
0
180
36
400
106
Mean
4.00
deviation
Mean
4.07
0.956
0
0
1
1
2
2
3
19
2012
4
45
5
33
Totals
100
f *x f *(x mean)^2
0
15.6025
2
17.405
14
26.6175
45
13.5375
164
0.1025
170
37.485
395
110.75
Mean
3.95
deviation
Mean
3.90
0.990
0
1
1
1
2
3
3
17
4
41
2011
5
37
Totals
100
CHINA
f *x f *(x mean)^2
0
30.7328
3
25.5792
10
18.432
45
12.696
164
0.2624
170
39.6576
392
127.36
f *x f *(x mean)^2
0
0
2
18.7272
8
16.9744
51
19.1012
160
0.144
185
32.6932
406
87.64
Mean
4.06
deviation
f *x f *(x mean)^2
0
0
1
9.4249
6
12.8547
57
21.7531
168
0.2058
175
30.2715
407
74.51
Mean
4.07
deviation
0
0
1
3
2
3
3
6
4
28
2010
5
10
Totals
50
f *x
0
3
6
18
112
50
189
f *(x mean)^2
0
23.1852
9.5052
3.6504
1.3552
14.884
52.58
Mean
3.78
1.036
0
1
1
2
2
2
3
4
4
30
2011
5
11
Totals
50
f *x
0
2
4
12
120
55
193
f *(x mean)^2
14.8996
16.3592
6.9192
2.9584
0.588
14.2956
56.02
Mean
3.86
1.069
0
0
1
1
2
1
3
3
2012
4
31
5
14
Totals
50
f *x
0
1
2
9
124
70
206
Mean
4.12
0.773
f *(x mean)^2
0
9.7344
4.4944
3.7632
0.4464
10.8416
29.28
Mower Unit Sales
Month
Jan-08
Feb-08
Mar-08
Apr-08
May-08
Jun-08
Jul-08
Aug-08
Sep-08
Oct-08
Nov-08
Dec-08
Jan-09
Feb-09
Mar-09
Apr-09
May-09
Jun-09
Jul-09
Aug-09
Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
NA
6000
7950
8100
9050
9900
10200
8730
8140
6480
5990
5320
4640
5980
7620
8370
8830
9310
10230
8720
7710
6320
5840
4960
4350
6020
7920
8430
9040
9820
10370
9050
7620
6420
5890
5340
4430
6100
8010
8430
9110
9730
10120
9080
7820
6540
6010
5270
5380
6210
8030
Industry Mower Total Sales
SA Europe Pacific China

200
720
100
0
220
990
120
0
250
1320
110
0
280
1650
120
0
310
1590
130
0
300
1620
120
0
280
1590
140
0
250
1560
130
0
230
1590
130
0
220
1320
120
0
210
990
130
0
180
660
140
0
210
690
140
0
240
1020
150
0
250
1290
140
0
290
1620
150
0
330
1650
130
0
310
1590
140
0
290
1560
150
0
270
1530
140
0
250
1590
150
0
250
1260
160
0
240
900
150
0
210
660
150
0
220
570
160
0
250
840
150
0
270
1110
160
0
310
1500
170
0
360
1440
160
0
330
1410
170
0
310
1440
160
0
300
1410
170
0
280
1350
180
0
270
1080
180
0
260
840
190
0
230
510
180
0
250
480
200
0
270
750
190
0
280
1140
200
0
320
1410
210
0
380
1340
190
0
360
1360
200
0
320
1410
200
0
310
1490
210
0
300
1310
220
0
290
980
210
0
270
770
220
0
260
430
230
0
270
400
200
0
280
750
190
0
Industry Industry Industry Industry

World Sales_NA Sales_SA Sales_Eur Sales_Pac
7020
60000
571
13091
1045
9280
77184
611
17679
1111
9780
77885
658
22759
1068
11100
86190
778
27966
1237
11930
96117
886
27895
1313
12240
97143
882
30566
1176
10740
84757
848
29444
1359
10080
79804
735
28364
1238
8430
64800
657
28393
1215
7650
59307
595
24444
1154
6650
52157
553
18000
1262
5620
45049
462
12453
1386
7020
58627
553
12778
1443
9030
76200
615
18214
1515
10050
82871
658
23889
1373
10890
84904
784
29455
1442
11420
93100
846
29464
1215
12270
93000
838
27414
1333
10720
83048
763
27368
1415
9650
74854
694
27321
1296
8310
60769
625
29444
1402
7510
55619
610
23774
1468
6250
48155
571
17308
1351
5370
42647
512
12941
1389
6970
57885
537
10962
1509
9160
77647
595
15273
1402
9970
81845
659
20556
1524
11020
86095
756
26786
1574
11780
91776
878
24828
1468
12280
100680
825
24737
1560
10960
86190
756
24828
1441
9500
71887
714
25179
1545
8230
60000
651
24545
1667
7420
55566
643
19286
1698
6630
50857
619
15273
1810
5350
42596
548
9107
1731
7030
58095
581
8571
1887
9220
75566
614
13158
1845
10050
80286
622
19655
1923
11050
85140
727
25179
1981
11640
90093
826
23103
1810
12040
95472
783
24286
1942
11010
87308
681
24737
1961
9830
74476
646
26607
2000
8370
61698
625
22982
2075
7490
57238
617
16897
2019
6530
50673
587
13750
2095
6300
51238
591
7818
2150
7080
59712
563
7547
1852
9250
77961
571
13889
1743
Mar-12 8540 300

Apr-12 9120 340
May-12 9570 390
Jun-12 10230 380
Jul-12 9580 350
Aug-12 7680 340
Sep-12 6870 320
Oct-12 5930 310
Nov-12 5260 300
Dec-12 4830 290
970
1310
1260
1240
1300
1250
1210
970
650
300
210
220
200
210
230
220
220
230
240
230
0
5
16
22
26
14
15
11
3
1
10020
10995
11436
12082
11486
9504
8635
7451
6453
5651
83725
90297
91143
99320
93922
73143
66699
56476
51068
46893
625
723
848
792
745
739
667
660
625
608
18302
25192
24706
25306
27083
26042
26304
22558
14773
6977
1892
2037
1887
1944
2170
2037
2018
2072
2182
2035
Industry
Sales_World
74662
96585
102369
116171
126210
129768
116409
110141
95065
85500
71972
59349
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
Correlation Matrix
NA
NA
SA
Europe
Pacific
China
World
Industry Sales_NA
Industry Sales_SA
Industry Sales_Eur
Industry Sales_Pac
Industry Sales_World
1
0.695795
0.695429
-0.09556
0.205001
0.99189
0.995798
0.846708
0.671267
-0.08179
0.971481
SA
1
0.442263
0.516729
0.499322
0.705801
0.671641
0.757116
0.489672
0.50363
0.675918
Europe
Pacific
China
1
-0.32861
1
0.053353 0.436178
1
0.77797 -0.11018 0.205979
0.691658 -0.11762 0.21781
0.760327 -0.08689 0.227465
0.979208
-0.2448 0.210247
-0.32755 0.990159 0.426583
0.828216 -0.15031 0.238814
104544
118250
118583
127363
123919
101961
95688
81766
68648
56510
WorldIndustry Sales_NA
Industry Sales_SA
Industry Sales_Eur
Industry Sales_Pac
1
0.986714
1
0.874964 0.832355
1
0.756641 0.671977 0.759356
1
-0.09878 -0.10408 -0.09073 -0.25228
0.99048 0.974508 0.873663 0.820615
1
-0.14209
Tractor Unit Sales
Month
NA
Jan-08
570
Feb-08
611
Mar-08
630
Apr-08
684
May-08
650
Jun-08
600
Jul-08
512
Aug-08
500
Sep-08
478
Oct-08
455
Nov-08
407
Dec-08
360
Jan-09
571
Feb-09
650
Mar-09
740
Apr-09
840
May-09
830
Jun-09
760
Jul-09
681
Aug-09
670
Sep-09
640
Oct-09
620
Nov-09
570
Dec-09
533
Jan-10
620
Feb-10
792
Mar-10
890
Apr-10
960
May-10 1040
Jun-10 1032
Jul-10 1006
Aug-10
910
Sep-10
803
Oct-10
730
Nov-10
699
Dec-10
647
Jan-11
730
Feb-11
930
Mar-11 1160
Apr-11 1510
May-11 1650
Jun-11 1490
Jul-11 1460
Aug-11 1390
Sep-11 1360
Oct-11 1340
Nov-11 1240
Dec-11 1103
Jan-12 1250
Feb-12 1550
Mar-12 1820
SA Eur
Pac
China
250
560
212
0
270
600
230
0
260
680
240
0
270
650
263
0
280
580
269
0
270
590
280
0
264
760
290
0
280
645
270
0
290
650
263
0
280
670
258
0
290
888
240
0
280
850
230
0
320
620
250
0
350
760
275
0
390
742
270
0
440
780
280
0
470
690
290
0
490
721
300
0
481
680
312
0
460
711
305
0
460
695
290
0
440
650
260
0
436
680
250
0
420
657
240
0
510
610
250
10
590
680
250
12
610
730
260
20
600
820
270
22
620
810
290
20
640
807
310
24
590
760
340
20
600
720
320
31
670
660
313
30
630
630
290
37
710
603
280
32
570
570
260
33
650
500
287
35
680
590
290
50
724
620
300
63
730
730
310
68
760
740
330
70
800
720
340
82
840
670
350
80
830
610
341
90
820
599
330
100
810
560
320
102
827
550
300
110
750
520
290
114
780
480
200
111
805
523
210
121
830
560
220
123
Industry Tractor Total Sales

Industry
Industry Industry
Industry
Sales_NA
Sales_SA
Sales_Eur
Sales_Pac
World
1592
8143
984
5091
987
1711
8592
1051
5310
1090
1810
8630
1016
6071
1127
1867
8947
1027
5856
1209
1779
8442
1057
5273
1221
1740
7500
1019
5315
1327
1826
6145
977
7170
1324
1695
5882
1057
5926
1268
1681
5595
1086
6075
1209
1663
5233
1045
6321
1168
1825
4494
1078
8381
1127
1720
3913
1029
7944
1085
1761
5938
1172
5688
1185
2035
6633
1273
7037
1286
2142
7327
1423
6981
1286
2340
8077
1612
7500
1346
2280
7830
1728
6571
1388
2271
7103
1815
6990
1449
2154
6239
1776
6667
1490
2146
6036
1685
6762
1449
2085
5664
1679
6635
1394
1970
5345
1618
6311
1256
1936
4831
1564
6476
1214
1850
4454
1522
6250
1171
2000
5299
1835
5922
1208
2324
6529
2115
6667
1214
2510
7120
2202
7228
1256
2672
7619
2151
8200
1311
2780
8387
2214
7941
1415
2813
8110
2278
7921
1520
2716
7752
2100
7677
1675
2581
6894
2128
7200
1584
2476
6015
2367
6735
1527
2317
5368
2211
6495
1422
2324
4964
2483
6061
1366
2080
4444
1986
5816
1262
2202
5000
2257
5051
1373
2540
6284
2353
6082
1436
2867
7785
2457
6327
1478
3348
9934
2517
7604
1512
3550
10645
2612
7789
1642
3432
9491
2749
7347
1667
3400
9182
2887
6979
1733
3261
8528
2833
6489
1700
3209
8293
2789
6316
1642
3132
8221
2765
5833
1576
3027
7470
2746
5789
1493
2777
6509
2534
5591
1450
2821
7267
2635
5106
1010
3209
8807
2703
5474
1045
3553
10168
2795
6022
1106
Apr-12
May-12
Jun-12
Jul-12
Aug-12
Sep-12
Oct-12
Nov-12
Dec-12
2010
2230
2490
2440
2334
2190
2080
2050
2004
890
930
980
1002
970
960
930
920
902
570
590
600
580
570
550
530
517
490
230
253
270
280
250
230
220
190
190
120
130
136
134
132
137
130
139
131
3820
4133
4476
4436
4256
4067
3890
3816
3717
11044
12120
13459
13048
12275
11347
10667
10459
10082
2997
3131
3311
3390
3277
3232
3131
3087
3030
6064
6344
6593
6304
6064
5789
5699
5604
5444
1150
1244
1357
1421
1263
1173
1128
974
979
Industry
Sales_China
278
283
285
288
286
287
289
290
293
295
298
301
306
302
303
307
309
312
315
318
321
315
318
320
333
313
606
571
556
526
513
769
750
732
714
698
714
1063
1264
1333
1556
1739
1702
1915
2083
2128
2292
2245
2292
2449
2400
Industry
Sales_World
15483
16325
17129
17327
16278
15448
15905
14422
14258
14061
15378
14272
14289
16530
17320
18842
17826
17669
16487
16250
15692
14844
14402
13716
14597
16836
18412
19852
20513
20355
19716
18575
17394
16226
15587
14207
14394
17218
19310
22901
24244
22993
22483
21465
21123
20523
19789
18329
18311
20477
22489
NA
NA
1
SA
0.895081
Eur
-0.43722
Pac
-0.11578
China
0.924707
World
0.98282
Industry Sales_NA
0.893424
Industry Sales_SA
0.888502
Industry Sales_Eur
-0.12032
Industry Sales_Pac
0.041716
Industry Sales_China
0.918631
0.949738
SA
Eur
Pac
China
1
-0.46092
1
0.062395 0.36599
1
0.921651 -0.60259
-0.1495
1
0.943086 -0.35357 0.015227 0.920243
0.655959 -0.30587 -0.08321 0.725262
0.999017 -0.44249 0.080381 0.906359
-0.08947 0.918648 0.454954 -0.27991
0.240538 0.278382 0.980329 0.016535
0.905389 -0.59759 -0.14113 0.996261
0.837847 -0.20698 0.086159 0.829134
2353
2600
2653
2600
2549
2453
2517
2541
2453
23607
25439
27374
26764
25428
23995
23142
22666
21989
WorldIndustry Sales_NA
Industry Sales_SA
Industry Sales_Eur
Industry Sales_Pac
Industry Sales_China
1
0.840841
0.940076
-0.00219
0.179835
0.9119
0.960277
1
0.652872
1
-0.09179 -0.06996
1
0.025066 0.258304 0.432876
1
0.727885 0.889187 -0.28159 0.021537
1
0.925833 0.837497 0.110741 0.227711 0.828041
2012 Customer Survey

Region
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
Quality
4
4
4
5
5
5
5
5
4
4
4
5
5
4
5
5
5
5
4
4
4
4
5
5
5
5
5
4
5
5
5
4
4
5
5
5
5
5
4
5
5
5
5
3
5
5
5
5
5
5
5
5
5
5
4
5
5
5
4
5
4
5
5
5
5
4
4
5
5
5
Ease of Use Price Service

1
3
4
4
4
5
5
4
3
4
4
4
4
5
4
5
3
5
4
4
2
5
4
5
4
4
5
5
4
5
5
1
4
5
4
4
4
3
3
5
4
4
4
3
5
5
2
5
4
2
5
4
2
5
5
4
4
4
5
4
4
2
4
3
3
4
5
2
5
3
4
3
4
4
5
5
2
5
5
5
3
4
5
4
4
4
4
1
5
5
4
3
5
5
1
4
4
3
5
3
4
4
5
2
4
4
4
4
5
4
4
5
4
5
3
3
5
4
4
3
4
3
4
5
1
5
4
5
4
4
3
4
4
2
4
5
4
5
5
3
4
4
4
4
4
4
4
4
4
5
4
1
4
4
5
5
5
3
4
4
4
5
3
5
5
4
4
4
5
5
5
5
4
5
4
4
4
4
5
5
5
5
4
5
5
4
5
3
5
4
4
4
4
5
2
4
5
5
4
4
5
4
4
4
4
3
5
4
5
4
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
NA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
SA
5
5
5
5
5
5
4
3
5
4
3
1
4
5
4
5
5
4
5
5
5
5
4
5
4
5
4
5
4
4
5
5
5
4
5
4
5
4
4
4
5
3
5
5
4
4
1
5
4
4
5
4
4
3
5
4
4
4
4
4
5
4
5
5
4
4
5
5
5
3
4
4
5
5
4
4
3
4
4
5
5
5
4
2
4
5
5
5
5
5
2
4
4
5
5
5
5
4
5
5
5
5
5
4
4
4
2
4
5
4
5
4
4
4
3
4
4
4
4
5
4
4
4
4
4
4
3
4
4
5
1
5
4
4
4
5
5
4
4
4
4
4
4
3
4
4
4
4
5
4
5
1
3
2
4
3
4
3
3
4
5
4
4
4
5
5
4
5
5
4
5
3
2
5
4
5
3
2
5
4
4
2
4
3
4
2
3
5
3
2
3
3
3
2
4
5
2
5
4
4
4
4
5
4
4
4
3
4
4
4
2
4
4
4
1
4
5
2
3
5
4
2
5
5
5
5
5
4
5
5
4
5
4
5
5
4
5
4
4
3
5
3
5
5
4
4
4
3
4
5
4
5
5
5
5
4
5
3
4
4
5
4
5
4
5
4
4
4
5
4
5
3
5
4
1
5
5
4
5
4
5
3
4
4
5
5
4
4
5
4
3
3
SA
SA
SA
SA
SA
SA
SA
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Eur
Pac
Pac
Pac
Pac
Pac
Pac
Pac
Pac
Pac
Pac
China
China
China
China
China
China
China
China
China
China
4
5
5
5
3
4
4
4
4
3
3
4
5
5
4
3
3
4
5
5
5
3
4
4
5
4
3
4
5
5
4
4
5
2
5
4
5
5
5
4
4
5
4
5
4
3
5
5
5
4
4
4
4
4
3
3
2
3
3
4
4
4
4
3
5
4
4
4
4
5
5
5
4
5
4
4
3
5
4
5
5
4
5
5
4
5
3
5
3
4
4
4
5
4
4
5
4
3
4
4
5
2
4
4
5
5
4
4
4
4
4
4
4
3
4
5
4
4
3
1
4
5
4
5
1
5
5
5
5
4
3
5
5
4
4
4
4
4
4
4
3
4
3
4
2
4
3
4
5
4
1
4
5
4
4
5
4
4
3
4
4
4
4
3
3
3
3
3
3
2
2
5
5
4
4
4
4
3
3
2
4
3
5
5
1
4
4
3
4
5
4
5
4
5
4
5
4
4
2
4
5
4
4
3
4
4
3
5
5
5
4
4
4
4
5
3
4
5
4
3
3
3
2
3
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
Defects After Delivery
Defects per million items received from suppliers

Month
2008
2009
2010
January
812
828
824
February
810
832
836
March
813
847
818
April
823
839
825
May
832
832
804
June
848
840
812
July
837
849
806
August
831
857
798
September
827
839
804
October
838
842
713
November
826
828
705
December
819
816
686
2011
682
695
692
686
673
681
696
688
671
645
617
603
2012
571
575
547
542
532
496
472
460
441
445
438
436
A
B
C
D
E
F
1 Mower Unit Sales
2
3 Month
NA
SA Europe Pacific China
4
Jan-08 6000 200
720
100
0
5
Feb-08 7950 220
990
120
0
6
Mar-08 8100 250
1320
110
0
7
Apr-08 9050 280
1650
120
0
8
May-08 9900 310
1590
130
0
9
Jun-08 10200 300
1620
120
0
10
Jul-08 8730 280
1590
140
0
11
Aug-08 8140 250
1560
130
0
12
Sep-08 6480 230
1590
130
0
13
Oct-08 5990 220
1320
120
0
14
Nov-08 5320 210
990
130
0
15
Dec-08 4640 180
660
140
0
16
Jan-09 5980 210
690
140
0
17
Feb-09 7620 240
1020
150
0
18
Mar-09 8370 250
1290
140
0
19
Apr-09 8830 290
1620
150
0
20
May-09 9310 330
1650
130
0
21
Jun-09 10230 310
1590
140
0
22
Jul-09 8720 290
1560
150
0
23
Aug-09 7710 270
1530
140
0
24
Sep-09 6320 250
1590
150
0
25
Oct-09 5840 250
1260
160
0
26
Nov-09 4960 240
900
150
0
27
Dec-09 4350 210
660
150
0
28
Jan-10 6020 220
570
160
0
29
Feb-10 7920 250
840
150
0
30
Mar-10 8430 270
1110
160
0
31
Apr-10 9040 310
1500
170
0
32
May-10 9820 360
1440
160
0
33
Jun-10 10370 330
1410
170
0
34
Jul-10 9050 310
1440
160
0
35
Aug-10 7620 300
1410
170
0
36
Sep-10 6420 280
1350
180
0
37
Oct-10 5890 270
1080
180
0
38
Nov-10 5340 260
840
190
0
39
Dec-10 4430 230
510
180
0
40
Jan-11 6100 250
480
200
0
41
Feb-11 8010 270
750
190
0
42
Mar-11 8430 280
1140
200
0
43
Apr-11 9110 320
1410
210
0
44
May-11 9730 380
1340
190
0
45
Jun-11 10120 360
1360
200
0
46
Jul-11 9080 320
1410
200
0
47
Aug-11 7820 310
1490
210
0
48
Sep-11 6540 300
1310
220
0
49
Oct-11 6010 290
980
210
0
50
Nov-11 5270 270
770
220
0
51
Dec-11 5380 260
430
230
0
52
Jan-12 6210 270
400
200
0
53
Feb-12 8030 280
750
190
0
54
Mar-12 8540 300
970
210
0
55
Apr-12 9120 340
1310
220
5
56
May-12 9570 390
1260
200
16
57
Jun-12 10230 380
1240
210
22
58
Jul-12 9580 350
1300
230
26
59
Aug-12 7680 340
1250
220
14
60
Sep-12 6870 320
1210
220
15
61
Oct-12 5930 310
970
230
11
62
Nov-12 5260 300
650
240
3
63
Dec-12 4830 290
300
230
1
World
7020
9280
9780
11100
11930
12240
10740
10080
8430
7650
6650
5620
7020
9030
10050
10890
11420
12270
10720
9650
8310
7510
6250
5370
6970
9160
9970
11020
11780
12280
10960
9500
8230
7420
6630
5350
7030
9220
10050
11050
11640
12040
11010
9830
8370
7490
6530
6300
7080
9250
10020
10995
11436
12082
11486
9504
8635
7451
6453
5651
Tractor Unit Sales

Month
NA
SA
Eur
Jan-08
570
250
Feb-08
611
270
Mar-08
630
260
Apr-08
684
270
May-08
650
280
Jun-08
600
270
Jul-08
512
264
Aug-08
500
280
Sep-08
478
290
Oct-08
455
280
Nov-08
407
290
Dec-08
360
280
Jan-09
571
320
Feb-09
650
350
Mar-09
740
390
Apr-09
840
440
May-09
830
470
Jun-09
760
490
Jul-09
681
481
Aug-09
670
460
Sep-09
640
460
Oct-09
620
440
Nov-09
570
436
Dec-09
533
420
Jan-10
620
510
Feb-10
792
590
Mar-10
890
610
Apr-10
960
600
May-10
1040
620
Jun-10
1032
640
Jul-10
1006
590
Aug-10
910
600
Sep-10
803
670
Oct-10
730
630
Nov-10
699
710
Dec-10
647
570
Jan-11
730
650
Feb-11
930
680
Mar-11
1160
724
Apr-11
1510
730
May-11
1650
760
Jun-11
1490
800
Jul-11
1460
840
Aug-11
1390
830
Sep-11
1360
820
Oct-11
1340
810
Nov-11
1240
827
Dec-11
1103
750
Jan-12
1250
780
Feb-12
1550
805
Mar-12
1820
830
Apr-12
2010
890
May-12
2230
930
Jun-12
2490
980
Jul-12
2440
1002
Aug-12
2334
970
Sep-12
2190
960
Oct-12
2080
930
Nov-12
2050
920
Dec-12
2004
902
Pac
560
600
680
650
580
590
760
645
650
670
888
850
620
760
742
780
690
721
680
711
695
650
680
657
610
680
730
820
810
807
760
720
660
630
603
570
500
590
620
730
740
720
670
610
599
560
550
520
480
523
560
570
590
600
580
570
550
530
517
490
China
212
230
240
263
269
280
290
270
263
258
240
230
250
275
270
280
290
300
312
305
290
260
250
240
250
250
260
270
290
310
340
320
313
290
280
260
287
290
300
310
330
340
350
341
330
320
300
290
200
210
220
230
253
270
280
250
230
220
190
190
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
10
12
20
22
20
24
20
31
30
37
32
33
35
50
63
68
70
82
80
90
100
102
110
114
111
121
123
120
130
136
134
132
137
130
139
131
World
1592
1711
1810
1867
1779
1740
1826
1695
1681
1663
1825
1720
1761
2035
2142
2340
2280
2271
2154
2146
2085
1970
1936
1850
2000
2324
2510
2672
2780
2813
2716
2581
2476
2317
2324
2080
2202
2540
2867
3348
3550
3432
3400
3261
3209
3132
3027
2777
2821
3209
3553
3820
4133
4476
4436
4256
4067
3890
3816
3717
Industry Mower Total Sales

Month
NA
Jan-08
Feb-08
Mar-08
Apr-08
May-08
Jun-08
Jul-08
Aug-08
Sep-08
Oct-08
Nov-08
Dec-08
Jan-09
Feb-09
Mar-09
Apr-09
May-09
Jun-09
Jul-09
Aug-09
Sep-09
Oct-09
Nov-09
Dec-09
Jan-10
Feb-10
Mar-10
Apr-10
May-10
Jun-10
Jul-10
Aug-10
Sep-10
Oct-10
Nov-10
Dec-10
Jan-11
Feb-11
Mar-11
Apr-11
May-11
Jun-11
Jul-11
Aug-11
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
Mar-12
Apr-12
May-12
Jun-12
Jul-12
Aug-12
Sep-12
Oct-12
Nov-12
Dec-12
60000
77184
77885
86190
96117
97143
84757
79804
64800
59307
52157
45049
58627
76200
82871
84904
93100
93000
83048
74854
60769
55619
48155
42647
57885
77647
81845
86095
91776
100680
86190
71887
60000
55566
50857
42596
58095
75566
80286
85140
90093
95472
87308
74476
61698
57238
50673
51238
59712
77961
83725
90297
91143
99320
93922
73143
66699
56476
51068
46893
SA
Eur
Pac
World
571
13091
1045
74662
611
17679
1111
96585
658
22759
1068
102369
778
27966
1237
116171
886
27895
1313
126210
882
30566
1176
129768
848
29444
1359
116409
735
28364
1238
110141
657
28393
1215
95065
595
24444
1154
85500
553
18000
1262
71972
462
12453
1386
59349
553
12778
1443
73401
615
18214
1515
96545
658
23889
1373
108791
784
29455
1442
116584
846
29464
1215
124625
838
27414
1333
122585
763
27368
1415
112594
694
27321
1296
104164
625
29444
1402
92241
610
23774
1468
81470
571
17308
1351
67386
512
12941
1389
57489
537
10962
1509
70892
595
15273
1402
94917
659
20556
1524
104583
756
26786
1574
115211
878
24828
1468
118949
825
24737
1560
127801
756
24828
1441
113216
714
25179
1545
99325
651
24545
1667
86863
643
19286
1698
77193
619
15273
1810
68558
548
9107
1731
53982
581
8571
1887
69135
614
13158
1845
91182
622
19655
1923
102486
727
25179
1981
113027
826
23103
1810
115832
783
24286
1942
122482
681
24737
1961
114686
646
26607
2000
103729
625
22982
2075
87381
617
16897
2019
76771
587
13750
2095
67105
591
7818
2150
61797
563
7547
1852
69673
571
13889
1743
94165
625
18302
1892
104544
723
25192
2037
118250
848
24706
1887
118583
792
25306
1944
127363
745
27083
2170
123919
739
26042
2037
101961
667
26304
2018
95688
660
22558
2072
81766
625
14773
2182
68648
608
6977
2035
56510
Industry Tractor Total Sales

Month
NA
SA
Eur
Pac
China
World
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

Ch4 Evans BA1e Case Solution

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Ch4 Evans BA1e Case Solution

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a.

Datasheets: Dealer Satisfaction and End-User Satisfaction

North America South America

North America South America

North America South America

North America South America

Correlation between Monthly Tractor Sales and Industry Tractor Sales:

Standard deviations of the Satisfaction Ratings:

outh America, and

Year\Region North America

Standard deviations of the Satisfaction Ratings:

Pacific Rim, and China

Year\Region North America

gh only after North America by 2012.

en compared to more mature markets, such as North America and Europe.

Mean number of Defects

Mean number of Defects

s, and Industry Tractor Total Sales

ca are relatively higher over the years indicating relatively

South America are higher indicating relatively more

Mean Response Time

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

o the lowest value

ibution in 2009 through 2011.

1322.727004 1069.885 18647.94

Mower Unit Sales

Industry Mower Total Sales

SA Europe Pacific China

Industry Industry Industry Industry

Mar-12 8540 300

Tractor Unit Sales

Industry Tractor Total Sales

2012 Customer Survey

Ease of Use Price Service

Response times to customer service calls

Defects per million items received from suppliers

Tractor Unit Sales

Industry Mower Total Sales

Industry Tractor Total Sales

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