1. PEGG PUPPY AND DOG WALKING SERVICES (PPDWS) CASE STUDY
CAPSTONE PROJECT
Prepared for: Professor Steven Way
Prepared by: Robert Balaam, Student # 000328950
Date: August 7th
, 2015

2. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 2
Executive Summary.................................................................... 3
Background information on how the report originated and why it was authorized.......................3
Description of the problem that prompted the report and specific assignment requirements ....3
Purpose of the report.............................................................................................................................3
Sources and methods of collecting data.............................................................................................3
Summary of findings..............................................................................................................................3
Recommendations .................................................................................................................................3
Purpose........................................................................................ 4
Background ................................................................................. 4
Discussion of Findings............................................................... 5
Data Quality.............................................................................................................................................5
Staff Performance ..................................................................................................................................5
Balance Owing by City ..........................................................................................................................7
Other Findings ........................................................................................................................................7
Conclusions and Recommendations........................................ 8

3. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 3
Executive Summary
Background information on how the report originated and why it was authorized
Pegg Puppy and Dog Walking Services (hereafter referred to as PPDWS), is owned by young
entrepreneur Perry Pegg. PPDWS is a new company, business is going well, and PPDWS is
currently looking to expand. This report has been authorized to investigate performance
concerns and also provide feedback on any other significant findings that could impact company
expansion.
Description of the problem that prompted the report and specific assignment
requirements
Owner Perry Pegg has staff performance concerns he would like investigated. This report,
including other important findings, will contribute to developing a formal business plan later this
year. The report is required to be completed April 10th.
Purpose of the report
The company balance owing information is to be analyzed for staff performance, an overall
evaluation of the company made, and recommendations provided to PPDWS. The report will
also be used to develop a formal business plan.
Sources and methods of collecting data
PPDWS currently uses a Microsoft Access database to store and analyze balance owing
information. A Microsoft Excel file with additional data was imported, cleansed and validated.
The final customer and staff tables were queried using Microsoft Access, and resulting
information placed into Microsoft Excel to create charts and tables for this report.
Summary of findings
 Significant data integration and data quality issues due to data being entered into Microsoft
Excel and not the company Microsoft Access database
 Detailed staff analysis shows no performance concerns. The high balance owing for Carl
Reves is due to a larger customer base
 Toronto has a much larger balance owing per customer than other cities. Empeer much
smaller
 Additional information would have led to a much improved analysis and report.
Recommendations
 All data entered directly into the Microsoft Access database, or a protected Microsoft Excel
template provided to staff for input
 Larger and more mature balances owing focused on and collected as soon as possible
 An immediate review of customer distribution amongst staff
 Detailed receipt and record keeping immediately for enhanced company analysis and
reporting.

4. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 4
Purpose
This report has been prompted by owner Perry Pegg over staff performance concerns. He
would like to expand PPDWS. He wishes current company balance owing information to be
analyzed for specific staff performance issues, findings presented, and recommendations made
on these and other information deemed important to the future of the company.
The report will also be used to develop a formal business plan to help grow the business. The
report is required to be completed by April 10th
.
Background
PPDWS, is a new company owned by young entrepreneur Perry Pegg. This report was
originated as PPDWS is currently looking to expand. The report has been authorized to
investigate staff performance concerns in relation to balances owing.
PPDWS currently uses a Microsoft Access database to store and analyze balance owing
information. Prior to this report, data resided in two locations, a Microsoft Access database, and
a Microsoft Excel workbook. The Microsoft Excel workbook was imported into the Microsoft
Access database, and all data was cleansed as part of this exercise. The final Microsoft Access
database was then analyzed and queried, and results exported to Microsoft Excel to create the
graphs provided in this report.

5. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 5
Discussion of Findings
Data Quality
There were several data quality issues with both sources of information. Headings and structure
changes to the Microsoft Excel workbook were required to import into Microsoft Access.
Microsoft Access validation rules had to be updated. In the Microsoft Excel workbook city first
letters were in lower case instead of upper case. A balance owing was omitted, and many street
names were incomplete. The Microsoft Excel workbook had no customer phone numbers,
Microsoft Access had one telephone number missing. Entry into Microsoft Excel workbooks
created data integrity and validation issues and additional work to integrate the two data
sources. Direct entry into Microsoft Access in future would save PPDWS a lot of time. Also, a
receipt and reconciliation process is strongly advisable to improve the validation of data.
Staff Performance
Carl Reves has a significant balance owing on his customers compared to other employees,
~$3,000 compared to Alice Kerdy ~$1,500 and Joyce Lee ~$1,250 (Figure 1). This is the most
likely cause of concern for PPDWS owner Perry Pegg.
Figure 1
The ‘% of Customer by Employee’ (Figure 2) and the ‘% of Balance Owing by Employee’
(Figure 3) show that Carl Reves serves ~45% of total customers and these owe ~51% of the
total balance owing. This shows the large balance for Carl Reves in Figure 1 is justified and not
excessive. Also, Alice Kerdy has the next largest share of both areas, and Joyce Lee is lowest,
which is very consistent with the overall balances owing by employee.
Figure 2 Figure 3
$0
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
Carl Reves (105) Alice Kerdy (103) Joyce Lee (107)
Balance Owing by Employee
Alice Kerdy
(103),
32.26%
Carl Reves
(105),
45.16%
Joyce Lee
(107),
22.58%
% of Customer by Employee
Alice Kerdy
(103),
27.41%
Carl Reves
(105),
51.33%
Joyce Lee
(107),
21.26%
% of Balance Owing by Employee

6. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 6
When ‘Balance Owing by City by Employee’ (Figure 4) information is analyzed, this gives a
reasonable spread of balance distribution by employee. Alice Kerdy’s $1,230 Toronto balance is
owed by 5 customers, and Carl Reves’ $1,125 Toronto balance is predominantly owed by 1
customer, $1,000, customer HU22. Toronto is visibly an area of concern with the two largest
balances owing. Hamilton and London also have noticeable balances for Carl Reves and Joyce
Lee.
Figure 4
Further analysis of ‘Balance Owing per Customer by City by Employee’ (Figure 5), shows Joyce
Lee has the highest amount, $678, which is all attributed to customer MR01, London. Carl
Reves is next highest in Hamilton, $451 (2 No.) and Toronto, $375 (3 No.), and Alice Kerdy only
has an issue in Toronto, $246 (5 No.). A noticeable contrast to Figure 4, and further reducing
any concerns about staff performance.
Figure 5

7. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 7
Balance Owing by City
The ‘% of Customer by City’ (Figure 6) and the ‘% of Balance Owing by City’ (Figure 7) show
that although only 29% (9 No.) of customers are from Toronto, they represent 41% ($2,355) of
the total balance owing to the company. There is an opposite situation in Empeer, with 13% (4
No.) of the customers owing 3% ($195) of the total balance owing. All other cities have fairly
equal customer and balance owing percentages.
Toronto and Hamilton account for ~58% of the customers and ~71% of the total balance owing.
Toronto, Hamilton, and London account for ~77% of the customers and ~93% of the total
balance owing. These are large figures, and focus must not be lost on these cities contributing
so much to current business.
Figure 6 Figure 7
Other Findings
Every member of staff has customers in many locations. This could be a possible waste of time
and resource. Customer service may also be affected, as knowledge of the area is extremely
advantageous when dog walking.
There are 8 customers owing more than $250, 5 customers owing $500 or more, and 1
customer owing $1,000. The age of balances owing is not available, neither is payment history.
Walk details (e.g. Date, sales, duration of walk, any discount), and staff length of service and
pay, are not currently tracked.
Empeer,
12.90%
Grant City,
3.23%
Hamilton,
29.03%
London,
19.35%
Portage,
6.45%
Toronto,
29.03%
% of Customer by City
Empeer, 3.38%
Grant City,
1.04%
Hamilton,
30.19%
London,
22.25%
Portage,
2.34%
Toronto,
40.81%
% of Balance Owing by City

8. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 8
Conclusions and Recommendations
Data integration and data quality had noticeable issues. A far greater accuracy will be ensure by
inputting directly into the Microsoft Access database in future. At the very least, a password
protected Microsoft Excel template could be provided to staff.
Carl Reves has a large balance owing figure compared to other staff, but when comparing this
to percentage of customers, percentage of balance owing, balance owing by city by employee
and balance owing per customer by city by employee, this figure does not appear to be due to
staff performance. Quite the contrary, staff performance is reasonably consistent across all staff.
No action is recommended in this area, but better metrics would assist in finding staff issues.
Every member of staff serves many cities. For better use of resource and performance, it is
strongly advised that a review of customer distribution is performed immediately. A regular,
familiar, recognized face in each city will also assist in better relationship marketing for PPDWS.
Much of the balance owing is in Toronto, where balance per customer is considerably higher
than other cities. Empeer has a very favorable balance per customer. It would be advisable to
review and chase up all outstanding Toronto balances owing immediately, in particular customer
HU22 (Huy Pham) with a $1,000 balance owing. Toronto, Hamilton, and London are key areas
where continued focus should be maintained due to the large proportion of customers in these
cities. Further analysis of total sales versus balance owing would be far better, but no
information is currently available.
Hence, it is strongly recommended to start keeping more detailed records at PPDWS
immediately. Date of walk, travel time, duration of walk, sales, discount, payment terms, dog
breed, dog behavior are all recommended. From this, staff utilization, ages of balances owing,
balance owing versus sales, customer walk frequency and customer’s last walk are examples of
business reports that could then be produced to progress PPDWS. It is recommended to
expand the Microsoft Access database with new tables to store this information, and then set up
queries for the reports.

9. PEGG PUPPY AND DOG WALKING SERVICES CASE STUDY CAPSTONE PROJECT 9
NOTE: DO NOT DELETE THIS CHART FROM YOUR REPORT
Overall Grade: / 20
Overall Comments:
Writing: Grammar, Spelling Sentence Structure /3
Superior 3
Writing is clear, concise, and
well organized with excellent
sentence/ paragraph
construction. Thoughts are
expressed in a coherent and
logical manner. There are no
more than three spelling,
grammar, or syntax errors per
page of writing.
Sufficient 2
Writing is mostly clear,
concise, and well organized
with good sentence/
paragraph construction.
Thoughts are expressed in a
coherent and logical
manner. There are no more
than five spelling, grammar,
or syntax errors per page of
writing.
Minimal 1
Writing is unclear
and/or disorganized.
Thoughts are not
expressed in a logical
manner. There are
more than five
spelling, grammar, or
syntax errors per page
of writing.
Unacceptable 0
Writing is unclear and
disorganized. Thoughts ramble
and make little sense. There
are numerous spelling,
grammar, or syntax errors
throughout the response.
Executive Summary: /3
Superior 3
Summary accurately and
succinctly summarizes
contents of report. Presents
essential facts about report
topic and recommendations.
Sufficient 2
Summary may omit a few
facts or provide an
incomplete picture of the
report. Reader may be
unclear as to reports purpose
and recommendations.
Minimal 1
Summary is incomplete,
leaving reader puzzled
about what the information
provided in the larger
report.
Unacceptable 0
Summary clearly does
not meet any of the
requirements of an
executive summary.
Content (Purpose, Background, Findings): /10
Superior 10
Clear examples to support
specific topic sentences and
to support the overall
purpose; reader gains
important insight; analysis
poses novel ways to think of
the material; quoted material
well integrated; depth of
coverage without being
redundant.
Sufficient 7
Examples support most topic
sentences and support
general purpose; reader
gains some insight;
occasional evidence of novel
ways to think about the
material. Quotes well
integrated into sentences.
Topics adequately
addressed but not in the
detail or depth expected.
Minimal 4
Examples support some
topic sentences; reader
gains little insight; The
report shows little of the
writer’s own relying instead
on quotes and
paraphrasing that are
poorly connected.
Unacceptable 0
The report relies on
stringing together quotes
or close paraphrasing;
Failure to support
statements with major
content omitted; Quotes
not integrated,
improperly.
Conclusion and Recommendations: /4
Superior 4
The writer makes succinct
and precise conclusions
based on the review of
literature. Suggestions for
future research offered.
Sufficient 3
Some of the conclusions,
however, are not supported.
Suggestions for future
research offered.
Minimal 2
Some of the conclusions,
however, are not
supported; weak or trite
suggestions for future
research.
Unacceptable 0
There is little or no
indication that the writer
tried to synthesize the
information or draw
conclusions based on the
literature; no suggestions
for future research.
Citation Format and Reference Quality: Not Applicable for this Assignment
Superior 6
APA, MLA or other approved
format is used accurately
and consistently in the paper
and on the "References"
page. The references in the
list match the in-text citations
and all were properly
encoded in APA or MLA
format.
Sufficient 4
APA MLA or other approved
format is used with minor
errors. Some formatting
problems exist, or some
components are missing. No
more than one or two citation
errors.
Minimal 2
There are several errors in
APA MLA or other
approved format
Format. References or
Works Cited list were not
cited in the text.
Unacceptable 0
Format of the document
is not recognizable as
MLA or other approved
format; References or
Works Cited list were not
cited in the text.