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Read this article: https://www.mckinsey.com/business-functions/mckinsey-analytics/our-insights/using-people-analytics-to-drive-business-performance-a-case-study

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Then, answer the following questions:

Part A

  1. Identify three key dependent variables in this case study (Hint: dependent variables are the outcomes of interest to the organization)?
  2. Identify three independent variables in this study (Hint: independent variables predict the outcomes of interest to the organization)?
  3. In their quest to identify drivers of business performance, the company tested over 100 hypotheses.


a. What are some examples of hypotheses mentioned in the case study (list at least 2)?

b. For each hypothesis, briefly describe what you think is the “Logic” (i.e. the ‘L’ from the LAMP framework) linking the independent and dependent variables (this does not need to be extremely detailed – simply explain why/how you think the independent and dependent variables are linked in 2-3 sentences)

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Part B

4. Imagine that you work for a Florida-based restaurant chain with over 30 location all across the state. Results from the most recent survey indicate a dip in customer satisfaction score compared to scores from prior years. The VP of HR approaches you asking to investigate what is influencing customer satisfaction scores. Using your own knowledge and experience, as well as insights gained from reading this week’s article, how would you go about assessing the drivers of customer satisfaction scores? Specifically:

a. What are some of the independent variables from the case study that you would include in your analysis? Why?

b. What are some of the independent variables from the case study that you would not include in your analysis? Why?

c. Based on your knowledge of HR and/or your experience, in addition to the ones from this case study, what other independent variables would you measure and why (i.e. how/why would they be linked to customer satisfaction)?

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