Skill Level Appropriate for all
(contemporary upbeat music) - My first experience with the power of data and Excel was almost 20 years ago when I was working in a call center. Now I hated that job and partly because I would leave to go to the bathroom and come back and there would be a paper on my desk with red circles and arrows sayin that I answered too few calls, my calls are too long, too much time between calls.
And I didn't know what I could do. I figured I was puttin in an honest day's work, and here are all these complaints. For a week I wrote down everything I did and started to see some patterns. Here's a representation of what I put together. Here we see a stack of data showing things like tech support website, order, refund, complaint. The premise that management had that every call was ready to give us money, it was not right.
Just lookin at this pie chart tech support was taking up a lot of our time and people asking questions and not placing orders. And this summary of time, the minutes spent, tech support took 698 minutes that week, orders, 293. So I was nervous 'cause I figured I had something explosive.
Do I send this to the president or not? I put my spreadsheet in an email, a little bit of a summary, fired it off to the president of the company, and I waited. And when I got the email back, (inspirational music) I had been taken seriously. They didn't know but they listened to the data, not me complaining or sending emails out. When I look back at over 20 years I've been working with Excel, that moment when I submitted the data to the president of the company showing what was really going on in the call center, that's when things changed.
Because data is everywhere. I've used data and Excel in music, employee performance, how much of your house can you write off. Having skill with data and Excel is powerful. It can make life easier, but more importantly, it provides an access to reality. When you can model that, you see what you're really dealing with and there's the potential to change your life like it did mine.
(upbeat contemporary music)