One of the major measures of the quality of service provided by an organization is the speed with which it responds to customer complaints. A large family-held department store selling furniture and flooring, including carpet, had undergone a major expansion in the past several years. In particular, the flooring department had expanded from 2 installation crews to an installation supervisor, a measurer, and 15 installation crews. The business objective of the company was to reduce the time between when a complaint is received and when it is resolved. During a recent year, the company received 50 complaints concerning carpet installation. The data from the 50 complaints, organized in Furniture , represent the number of days between the receipt of a complaint and the resolution of the complaint: 54 5 35 137 31 27 152 2 123 81 74 27 11 19 126 110 110 29 61 35 94 31 26 5 12 4 165 32 29 28 29 26 25 1 14 13 13 10 5 27 4 52 30 22 36 26 20 23 33 68 a. Compute the mean, median, first quartile, and third quartile. b. Compute the range, interquartile range, variance, standard deviation, and coefficient of variation. c. Construct a boxplot. Are the data skewed? If so, how? d. On the basis of the results of (a) through (c), 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.
