Case study 7: Forecasting customer complaints

- [Darnell] Hi, my name is Darnell,…and I am the Chief Talent Officer at WearOne.…One of the hallmarks of our growth strategy…has been tremendous investments in a vast library…of training modules for our sales staff.…We are contemplating rolling out…new virtual training software designed to help implement…virtual reality training for our staff.…The idea is that through VR, we can simulate…real-life customer situations for our sales force.…However, the training modules are expensive,…as they require significant up-front cost…for equipment and tailored design.…

So I have been asked to assess the potential effectiveness…of these new training modules.…- We are often asked to forecast how a change in a policy,…or implementation of a new program,…will affect our bottom line.…An entire field of economics, called program evaluation,…has been developed to try and provide guidance…in just such a situation.…In this circumstance, we're going to demonstrate one way…our CTO can gauge the potential effectiveness…of this new, but more expensive, training option.…