
Industry-Academia Collaboration in Nepal – A case study of Customer Churn Prediction for Worldlink
Jan 11, 2022 – Sojan Prajapati, Max Engelhardt, Alish Shrestha, Griwan Khakurel, Bishal Shrestha, Kritika Simkhada
In the last two decades, emerging countries’ predominant strategy of expanding the size of the graduate pool by setting up new universities, without paying much attention to their quality, has resulted in a massive increase in the number of non-elite universities compared to the number of elite universities [1], [2], [3]. In non-elite universities in Brazil, China, and India, the percentage of faculty holding PhDs was only 27%, 20%, and 10% respectively in 2009, while the percentage in elite universities in all three countries was approximately 50%[3]. Human Capital research (e.g. Neal, 1995) suggests that in order to be prepared for jobs including those in R&D departments, two levels of skills are necessary: industry-specific and firm-specific[4]. As universities in emerging countries are constrained by a lack of quality resources, external industrial training programs could be perceived as ‘complementary resources’ (Lavie, 2006) to their existing internal teaching resources, enabling them to fill their resource voids[5].
In the context of developing nations like Nepal too, the theoretical approach of study is something Nepalese students have been following for ages. They are used to following the contents of the books and giving exams. In engineering too, most of the students are focused on only passing the exams and they are not aware of the importance of the actual implementations and applications of the context they are studying. Industry-academia collaboration provides linkage between the faculty members of the universities and the industries. It is an opportunity for both the universities and the industries as it helps in enhancing the growth and development of both the students and the industry. These collaborations are often encouraged at the national level and many studies have emphasized their strategic importance for firms seeking to gain new knowledge, forge new relationships, and yield higher research and development (R&D) productivity [6], [7], [8].
Description of the project
The churning of customers who are using the services of a company negatively impacts the company’s growth and profitability. So, the company needs to work on minimizing the churn rate. Especially for a subscription-based company like Worldlink, it is equally crucial to attract new customers and retain old customers who are their Revenue Generating Units(RGUs). Traditionally, Telecom and Internet service companies keep an account of RGU data and they try to increase RGU flows. Implementation of modern technology in solving such industry problems has shown to be promising. In this project, academia is responsible to predict possible churn-risk customers and provide reasoning to the behavior of their churning.

A machine learning model is applied to predict the churn. The pipeline used for the Worldlink project consists of seven steps.

Conclusion
Industry-academia collaboration is a newly chartered field in Nepal. ACEM being first among others to step in this has boosted students’ morale in light of hands-on industry experience. The Worldlink Customer Churn project has acted as a milestone in achieving the industry-academia ecosystem. Due to a properly laid out framework, the industry-academia project has been able to run smoothly. Moreover, to accomplish the goal of the industry projects, assistance from field specialists has also been provided by RIU; enhancing the experience of students on industry-academia collaboration.