TOWSON UNIVERSITY

Performance Law
Equipment
EBTM 306-03
Marina Silberman

Executive Summary
My job with this assignment was to use tools on Microsoft Excel and analyze
the data for Performance Lawn Equipment. For this assignment I created
appropriate charts for dealer satisfaction, end-use satisfaction and costumer
complaints. I also created charts that take a look at unit shipping cost of
proposed plant locations and compared to the cost of existing locations.
Furthermore, I took a look at the customer survey for 2012 for each region
that does business with Performance Lawn Equipment.
Through surveys and other information I have concluded that most regions,
especially North and South America have high dealer satisfaction. The charts
indicate that North and South America were the most satisfied regions and in
2011 and 2012 rated Performance Lawn Equipment as having excellent
dealer satisfaction. In 2011 Europe rated Performance Lawn Equipment
above average but their rating increased to excellent in 2012. China, which is
a new market for Performance Lawn Equipment has limited data but even
they showed dealer satisfaction. However, Pacific Rim showed that they
were not as satisfied in 2012 as they were in 2011 and their rating went from
excellent to above average.
End user satisfaction has greatly increased over the last two years in all of
the regions, including China who has limited data.

Dealer Satisfaction
Dealer satisfaction is measured on the scale of 1-5, 1= poor and 5=excellent.
Each year, dealers in each region are surveyed and their results are showed
in the charts bellow. The charts bellow indicate that North and South America
seem to have performed the best in terms of dealer satisfaction, especially in
the last few years. In the last few years all countries have increased levels of
dealer satisfaction. China, who provided smaller survey sample, rated
Performance Law Equiptment on slightly lowel leve,the majority of rating was 4.

North America
60
50
40
30
20
10
0
0

1
2008

2
2009

3
2010

2011

2012

South America
60
50
40
30
20
10
0
0

1
2008

2
2009

3
2010

2011

4
2012

Europe
25
20
15
10
5
0
0

1
2008

2
2009

3
2010

2011

2012

Pacific Rim
8
7
6
5
4
3
2
1
0
0

1
2008

2
2009

3
2010

2011

4
2012

China
10
8
6
4
2
0
0

2
2010

3
2011

2012

End-Use Satisfaction
End-use satisfaction was measured on the same scale as the dealer
satisfaction. However, the end-use satisfaction surveys 100 users from each
region. The charts bellow indicates that end- user satisfaction is thriving as of
recent years. All countries show increased levels of satisfaction, including
China who only has data for the last 3 years instead of 5 years like every
other region.

North America
60
50
40
30
20
10
0
0

1
2008

2
2009

3
2010

2011

2012

South America
40
35
30
25
20
15
10
5
0
0

1
2008

2
2009

3
2010

2011

4
2012

Europe
50
40
30
20
10
0
0

1
2008

2
2009

3
2010

2011

2012

Pacific Rim
45
40
35
30
25
20
15
10
5
0
0

1
2008

2
2009

3
2010

2011

4
2012

China
35
30
25
20
15
10
5
0
0

2
2010

3
2011

2012

Complaints of Performance Lawn

Equipment
Complains shows the number of complaints registered by all costumers in
each region, each month. As the graphs indicate, each region seems to be
consitant with their complains each months.

Worldwide
400
300
200
100
39
44
8
39 .0
56
9
39 .0
69
2
39 .0
81
4
39 .0
93
4
40 .0
05
7
40 .0
17
9
40 .0
29
9
40 .0
42
2
40 .0
54
4
40 .0
66
4
40 .0
78
7
40 .0
90
9
41 .0
03
0
41 .0
15
3.
0

Complaints

39
44
8
39 .0
56
9
39 .0
69
2
39 .0
81
4
39 .0
93
4
40 .0
05
7
40 .0
17
9
40 .0
29
9
40 .0
42
2
40 .0
54
4
40 .0
66
4
40 .0
78
7
40 .0
90
9
41 .0
03
0
41 .0
15
3.
0

39
44
8
39 .0
56
9
39 .0
69
2
39 .0
81
4
39 .0
93
4
40 .0
05
7
40 .0
17
9
40 .0
29
9
40 .0
42
2
40 .0
54
4
40 .0
66
4
40 .0
78
7
40 .0
90
9
41 .0
03
0
41 .0
15
3.
0
39
44
8
39 .0
56
9
39 .0
69
2
39 .0
81
4
39 .0
93
4
40 .0
05
7
40 .0
17
9
40 .0
29
9
40 .0
42
2
40 .0
54
4
40 .0
66
4
40 .0
78
7
40 .0
90
9
41 .0
03
0
41 .0
15
3.
0

North America

200

150

100
Complaints

50

South America

50

40

30

20
Complaints

10

Europe

120
100
80
60
40
20
0
Complaints

Pacific Rim

39
44
39 8.0
53
39 9.0
63
39 0.0
72
39 2.0
81
39 4.0
90
39 4.0
99
40 5.0
08
40 7.0
17
40 9.0
26
40 9.0
36
40 0.0
45
40 2.0
54
40 4.0
63
40 4.0
72
40 5.0
81
40 7.0
90
41 9.0
00
41 0.0
09
41 1.0
18
3.
0

400
350
300
250
200
150
100
50
0

China
12
10
8
Complaints

6
4
2
39
44
8
39 .0
56
9
39 .0
69
2
39 .0
81
4
39 .0
93
4
40 .0
05
7
40 .0
17
9
40 .0
29
9
40 .0
42
2
40 .0
54
4
40 .0
66
4
40 .0
78
7
40 .0
90
9
41 .0
03
0
41 .0
15
3.
0

Existing Plants vs. Plant Proposals

The charts bellow indicates that existing mower plant costs are a great deal
higher than the proposed costs would be. The proposed tractor costs are to
some extent higher than the existing costs of the tractor plants.

Proposed vs Existing Mower Costs

4
3.5
3
2.5
2
Costs
1.5
1
0.5
0
Min

Existing
Proposed

Q1

Q2

Q3

Max

Quartiles

Proposed vs Existing Tractor Costs

3
2.5
2
Costs

Proposed

1.5

Existing

1
0.5
0
Min

Q1

Q2

Q3

Max

Quartiles

Customer Survey Results

A survey was conducted to view costumer rating of specific attributes of

Performance Law Equipment. 200 customers were surveys and their
responses are showed on the bellow graph

PivotTables

North America
500
450
400
350
300
250
200
150
100
50
0

Sum of Service
Sum of Price
Sum of Ease of Use
Sum of Quality

Total

South America
800
700
600

Sum of Service

500

Sum of Price
Sum of Ease of Use

400

Sum of Quality

300
200
100
0
Total

Europe
900
800
700

Sum of Service

600

Sum of Price

500

Sum of Ease of Use

400

Sum of Quality

300
200
100
0
Total

Pacific Rim
900
850

Sum of Service

800

Sum of Price
Sum of Ease of Use

750

Sum of Quality

700
650
600
Total

China
900
Sum of Service

850

Sum of Price

800

Sum of Ease of Use

Sum of Quality

750
700
650
Total

Frequency Distribution

North America
70
60
50
Frequency

Quality

40

Ease of use

30

Price

20

Service

10
0
1.0

2.0

3.0
Ratings

4.0

5.0

South America
40
35
30
Quality

25
Frequency of Ratings

Ease of use

20

Price

15

Service

10
5
0
1.0

2.0

3.0

4.0

5.0

Customer Ratings

Europe
16
14
12
Quality

10
Frequency of Ratings

Ease of Use

Price

Service

4
2
0
1.0

2.0

3.0

4.0

Customer Ratings

5.0

Pacific Rim
8
7
6
Quality

5
Frequency of Ratings

Ease of Use

Price

Service

2
1
0
1.0

2.0

3.0

4.0

5.0

Customer Ratings

China
8
7
6
Quality

5
Frequency of Ratings

Ease of Use

Price

Service

2
1
0
1.0

2.0

3.0

4.0

Customer Ratings

5.0