In: Math

1. One of the most important measures of the quality of service provided by any firm is the speed with which it responds to customer complaints. Comcast, a U.S. global telecommunications conglomerate, wants to greatly improve its customer satisfaction. Comcast states the desired mean call time involving customer complaints is 12 minutes (including wait time). Assume the standard deviation is known to be 0.15 minutes. A sample of 70 customer calls yields a mean time of 12.14 minutes. This sample will be used to obtain a 99% confidence interval for the mean time of a customer complaint call. Round final answers to two decimal places. Solutions only.

(A) The critical value to use in obtaining the confidence interval is.

(B) The confidence interval goes from to.

(C) True, False, or Uncertain: The confidence interval indicates that Comcast is not meeting its goal.

(D) True, False, or Uncertain: The confidence interval is valid only if the length of calls are normally distributed

(E) Suppose the manager had decided to estimate the mean call time to within 0.03 minutes with 99% confidence. Then the sample size would be?

Let X be the call time involving customer complaint of a given customer call

The following are the sample information

n=70 is the sample size of customer calls

minutes is the sample mean call time

minutes is the population standard deviation of call times

is the standard error of mean

a) Significance level for 99% confidence interval is

Since the sample size n=70 is greater than 30 (or we know the population standard deviation) we can use normal distribution to describe the sampling distribution of mean

The critical value is obtained using

This can be written as

From standard normal tables we get for z=2.58 P(Z<2.58) = 0.5+0.4951=0.995

Ans: the critical value to use in obtaining the confidence interval is 2.58

b) Next we calculate the confidence interval

ans: The confidence interval goes from 12.09 to 12.19

C) Comcast states the desired mean call time involving customer complaints is 12 minutes.

12 minutes lies outside of the confidence interval.

ans: True: The confidence interval indicates that Comcast is not meeting its goal.

D) From central limit theorem we know that the sampling distribution of mean has a normal distribution for sample sizes larger than 30. Irrespective of the distribution of the population, we can use normal distribution as an approximation for sampling distribution of mean if either the sample size is greater than 30 or the population standard deviation is known.

In this case the sample size is 70 and also we know the population standard deviation of call times.

Hence we do not need the call times to be normally distributed.

ans: False: The confidence interval is valid only if the length of calls are normally distributed

E) The manager wants to estimate the mean call time with in 0.03 minues, that is if is the sample mean of a sample of size n, we want to estimate the mean call time within

We know that for 99% confidence the critical value z=2.58

The sample size needs to be 167 to estimate the mean call time to within 0.03 minutes with 99% confidence.

One of the major measures of the quality of service provided by
any organization is the speed with which the organization responds
to customer complaints. A large family-held department 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.
During a recent year, the company got 50 complaints concerning
carpet installation. The following...

One of the major measures of the quality of service provided by
any organization is the speed with which the organization responds
to customer complaints. A large family-held department 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.
During a recent year, the company got 50 complaints concerning
carpet installation. The following...

One of the major measures of the quality of service provided by
any organization is the speed with which the organization responds
to customer complaints. A large family-held department 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.
During a recent year, the company got 50 complaints concerning
carpet installation. The following...

One of the major measures of the quality of service provided by
any 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 store had the business
objective of improving its response to complaints. The variable...

One of the major measures of the quality of service provided by
any 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 store had the business
objective of improving its response to complaints. The variable...

One of the major measures of the quality of service provided by
any 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. Last year, there were 50
complaints concerning carpet installation. The following data, also
in...

One of the major measures of quality of services provided by any
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. The store had the business
objective of improving its response to complaints. The variable of
interests was defined as the number of days between...

1.Discuss the most and least important of the five service
quality dimensions. Why do you believe that most customers rank
these two service quality dimensions in this particular order? 2.
Is it always worthwhile to retain a customer? Provide an example.
Pls help me,thank you

What are the three most important elements of a service quality
program? Give 2 examples for each when justifying your answer.
Please answer in a paragraph or two.

Networking
Which describes multicast routing?
Select one:
a. Monitors the quality of service provided to existing
b. When multiple receivers are required to get the same data at
approximately the same time
c. The reverse path forwarding algorithm
d. Transport layer protocol designed to reserve resources across a
network for an integrated services Internet.
The average time needed for a packet to travel from source to
destination ?
Select one:
a. Jitter
b. Delay
c. Packet Loss
d. Variation
One...

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