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Step 1: Refresh Your Math, Statistics, and Excel Skills
Step 2: Opening and Saving an Excel Spreadsheet
Step 3: Add Data
Step 4: Use Functions to Summarize the Data
Step 5: Add Information to Your Spreadsheet
Step 6: Use the Data Analysis Toolpak
Step 7: Create Visual Representations of the Data: Charts and Graphs
Step 8: Copy and Sort Data
Step 9: Submit Your Completed Workbook with Responses and Analysis

This course was developed for learners entering a variety of disciplines. It will enable a deeper understanding of how data informs solutions to practical problems with potential impact on your organization or industry

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Over this two-week period, you will use mathematical operations and data analysis to solve problems and inform decision making. Using a method similar to the qualitative research process, you will identify an issue and use mathematical formulas or an analytic tool to derive a solution. You will construct graphs, charts, and tables as necessary to inform analysis and interpretation. Communicating key mathematical information, you will evaluate the results and draw and validate analyses.

Choose the instructions that pair with the program in which you are currently enrolled as you proceed throughout this project. You will first be presented with a scenario. As you advance through the project steps, take note of the transitional language that will guide you through your specific path.

Click to reveal Scenario for CCA students

Scenario

Your supervisor has been assigned to be the interim manager of the IT Help Desk and needs your help. The previous help desk manager retired after many years in that position and never conducted any analysis of his team’s performance. Coming into this new job, your supervisor would like to gain more insight into the strengths and challenges of her help desk team.

First, you will need to collect data on the help desk tickets. This data will provide insight into the help desk’s performance and give you clues on how to improve the unit. You learn that the help desk has several goals. These goals relate to the measurement of key performance metrics, such as the number of days tickets are open and client satisfaction ratings. You would like to know how well the team members achieved these goals under the previous manager. Analysis of the help desk data will help you understand the team’s performance on these goals.

You plan to analyze the data using standard statistical methods in Microsoft Excel. However, one of your colleagues suggests that you also use a data analytics tool called Cognos Analytics, which could help you uncover hidden information. Cognos Analytics can also create graphic depictions of the key information to help you visualize the data. You decide to use both approaches.

Your task is to conduct data analysis and prepare a final report for your supervisor about your findings. Your report will also include a set of recommended solutions for improving the performance of the help desk.

Once you have reviewed the scenario, review the project overview, approximate time commitment, and competencies that you will be responsible for in this project.

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