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Question: One of the major measures of the


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.

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