the major measures of the quality of service provided

QUESTION

business
Statistics (WDCP 356)

Jfome

Section
T

Chapter 3: Statistical Description of Data
(100 Points)

Due Date: Saturday (3/2/2013)

¢
USE SPSS to solve the problem
¢
Also submit SPSS output of the problem along
with your answers (50 points)
Problem:
One of the major measures of the
quality of service provided by any organisation is the speed withwhich it responds to customer complaints. A large
family-held department store selling furniture andflooring, including carpet, had undergone a major expansion
in the past several years. In particular, theflooring
department had expanded from 2 installation crews to an installation
supervisor, a measurer,and 15 installation crews.
A sample of 50 complaints concerning carpet installation was selected during a
recent year. The data below represent the number of days between the receipt of
a complaint and the resolution of the complaint:

54

27

74

110

94

4

29

13

4

26

5

152

27

110

31

165

26

13

52

20

35

2

11

29

26

32

25

10

30

23

137

123

19

61

5

29

1

5

22

33

31

81

126

35

12

28

14

27

36

68

a. Compute the mean, median, first quartile.
and third quartile.

(4 points)

b. Compute the range,interquartile range.) variance, standard
deviation, and coefficient
of.
variation. . . ^”O r i-qxi- /(/ -73 _ ^
t/-«. (6 points)
c. List the five-number summaries of the number of days
between the receipt of a complaint and
the resolution of
the complaint. (5 points)

d. Construct boxplot and describe the shape of
the distribution of the data.

(15 points)

e. On the basis of the
results of (a) through (d), if you had to tell the president of the company
how long a customer should expect to
wait to have a complaint resolved, what would you
say? Explain. (20 points)
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ANSWER

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