Cole and Irvan deliver biostatics consultation at Diplomat Specialty Pharmacy
On March 21, 2012, Psychology major Donna Irvan and Assistant Professor Dr. Matthew Cole delivered a biostatistics consultation at Diplomat Specialty Pharmacy in Flint. For her Spring 2012 internship, Donna Irvan worked with Dr. Cole to prepare a biostatistics consultation of three years of Diplomat’s customer service satisfaction data.
During a site visit to Diplomat last summer that was organized by Dean Moore, Dr. Cole was invited by Diplomat’s Communication Director Dan Roelofs to conduct a secondary analysis of their customer satisfaction data. To conduct the secondary analysis under Dr. Cole’s supervision, Donna used Minitab statistical software to conduct regression and ANOVA inferential statistics. The results of the analysis were disseminated in a PowerPoint presentation that was delivered to approximately 15 managers and VP’s from various Diplomat areas, such as Business Development, Sales & Marketing, Operations, Pharmacy Services, Managed Markets, and Clinical Services. The presentation generated a lively discussion regarding the significant change in customer satisfaction that Donna found from 0-6 months, 6 months-12 months, 1-2 years, and 2 years or more. Specifically, a U-shaped function was found in which satisfaction was high from 0-6 months, dropped after the first 6 months, and then grew over the next 2 years.
For students, working with real-world data is extremely beneficial. Therefore, plans are in the works to continue analyzing Diplomat’s data.