One of the major measures of the quality of service provided by any organisation 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. 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.
b. Compute the range,\interquartile range.) variance, standard deviation, and coefficient of variation.
c. List the five-number summaries of the number of days between the receipt of a complaint and the resolution of the complaint.
d. Construct boxplot and describe the shape of the distribution of the data.
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.