Question

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 data represent the number of days between the receipt of the 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. Construct a frequency distribution and a percentage distribution table.

b. Construct a histogram.

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.

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

e. Compute the range, interquartile range, variance, standard deviation.

f. Construct a box plot. Are the data skewed? If so, how?

Answer 1