PwC Switzerland Power BI Virtual Case Experience

 

My Certificate and Badge of Completion My Certificate and Badge of Completion

Introduction

Sharing my work under the program and experience in PwC Power BI virtual Internship on Forage.

Power BI PwC Virtual Internship is an online, interactive program offered by PwC (PricewaterhouseCoopers), one of the world’s leading professional services firms. The internship provides an opportunity for students and aspiring professionals to gain hands-on experience and develop practical skills in using Power BI, a powerful data visualization and business intelligence tool. So I decided to try this program and get exposure to a reputable professional services firm like PwC, especially in the Data field. The program is divided into 4 tasks that I’m sharing here.

Task 1 Introduction

Before starting, we would love to hear from you. Fill out a little text field and set the mood to start your experience in Power BI.

I shared about curiosity to learn and excitement to work on this virtual internship, my expectations from it, exposure to how top companies work, especially in the field of Data, and areas of improvement for the Power BI tool.

Task 2 Call Centre Trends

Create a dashboard in Power BI for Manager that reflects all relevant Key Performance Indicators (KPIs) and metrics in the dataset.

In my first attempt, I missed a Key point Agent statistics table, after improving & adding icons with the help of the model answer I re-submitted the below dashboard.

1/2

2/2

Agent Quadrant chart shows how many agents fall in a particular quadrant and here we see most fall in high calls and high duration.

Task 3 Customer Retention

1. Define proper KPIs

Pointed out the Key area of improvement and added to the home page. The dashboard below is my second attempt after reviewing the model answer.

2. Create a dashboard for the retention manager reflecting the KPIs

Home Page

Churn Dashboard

Customer Risk Analysis Dashboard

3. Write a short email to him (the engagement partner) explaining your findings, and include suggestions as to what needs to be changed

Churn Rate Reduction Strategy:

1. Target Senior Citizen Segment

Offer personalized assistance and discounts to senior citizens to increase retention.

 

2. Engage Single Customers

Create exclusive loyalty programs for singles to strengthen their connection with the service.    

3. Incentivize Longer Contracts

Provide additional benefits or cost savings for customers who opt for longer than 1-year contracts.

4. Enhance Fiber Optic Internet Experience

Invest in improving fiber optic infrastructure and provide faster, more reliable internet service.

5. Proactive Customer Support for Admin Tickets

Prioritize resolving admin tickets promptly to show attentive customer care.

6. Tailored Retention Offers

 Offer personalized retention offers based on individual customer needs and preferences.

7. Payment Method

Address any issues related to the electronic check payment process. Encourage more customers to use credit cards by providing incentives such as rewards, cashback, or discounts on their subscriptions. This can help improve customer retention.

Task 4 Diversity & Inclusion

Gender balance in the executive suite.

Your task is to do the following:

1. Define relevant KPIs in hiring, promotion, performance, and turnover, and create a visualization.

Again this was my second attempt after reviewing the model answer. Here are the KPIs defined:

• Hiring

• Promotions

• Turnover

• Employee Average Performance Rating

• Top 3 Job Profile Gender Balance

• Employees by Age Groups

 Home Page

1/2

2/2

2. Write what you think some root causes of their slow progress might be

• Higher Turnover Among Female Employees. The higher turnover percentage among female employees suggests that there may be factors leading to dissatisfaction or challenges specific to female employees’ experiences within the company. This could include issues related to work-life balance, workplace culture, or career advancement opportunities.
• The observation that there are more male employees in higher-level job profiles indicates that there may be systemic barriers or a lack of support for female employees to progress into leadership positions.
• Higher promotions of females in the Junior Officer profile but at the top level profile female promotion is lower. This may be connected to performance rating, lack of support, and training to improve performance.

Overall I learned a lot through this internship, like how to create an attractive dashboard, define KPIs, and DAX formulas, and clearly visualize data to tell actionable insights.

If you would like to register for the program, you can sign up through the link below:

Forage

PwC Digital Up-skilling Virtual Case Experience | Do a virtual internship with Forage.

www.theforage.com

 

If you want Power BI file used in this internship, please feel free to contact me. Any thoughts or suggestions are welcome in the comment or you can directly message and connect with me on Linkedin. Thanks for reading (: