Question

In: Math

An airline operates a call center to handle customer questions and complaints. the airline monitors a...

An airline operates a call center to handle customer questions and complaints. the airline monitors a sample of calls to help ensure that the service being offered is of high quality. The random samples of 100 calls each were monitored under normal conditions. The center can be thought of as being in control when these 10 samples were taken. The number of calls in each sample not resulting in a satisfactory resolution for the customer is as follows:

4 5 3 2 3 3 4 6 4 7

a. What is an estimate of the proportion of calls not resulting in a satisfactory outcome for the customer when the center is in control?

b. Construct the upper and lower limits for a p chart for the process.

c. With the results in part b. what is your conclusion if a sample of 100 calls has 12 calls not resulting in a satisfactory outcome for the customer?

Solutions

Expert Solution

a.

Estimate of the proportion of calls not resulting in a satisfactory outcome for the customer when the center is in control

= Sum of all number of calls in each sample not resulting in a satisfactory resolution / Sum of calls in the sample

= (4 + 5 + 3 + 2 + 3 + 3 + 4 + 6 + 4 + 7) / (10 * 100)

= 0.041

= 0.041

b.

Standard deviation of proportion of calls not resulting in a satisfactory outcome, s =

= 0.01983

Upper control limit = = 0.041 + 3 * 0.01983 = 0.10049

Lower control limit = =  0.041 - 3 * 0.01983 = -0.01849 = 0 (Limits of proportions cannot be negative)

c.

If a sample of 100 calls has 12 calls not resulting in a satisfactory outcome for the customer, the proportion of calls not resulting in a satisfactory outcome is 12/100 = 0.12

Since, the proportion p = 0.12 is greater than the upper control limit, the process is not in control.


Related Solutions

An airline operates a call center to handle customer questionsand complaints. The airline monitors a...
An airline operates a call center to handle customer questions and complaints. The airline monitors a sample of calls to help ensure that the service being provided is of high quality. Ten random samples of 100 calls each were monitored under normal conditions. The center can be thought of as being in control when these 10 samples were taken. The number of calls in each sample not resulting in a satisfactory resolution for the customer is as follows.5743445659(a)What is an...
Grawburg Inc. maintains a call center to take orders, answer questions, and handle complaints. The costs...
Grawburg Inc. maintains a call center to take orders, answer questions, and handle complaints. The costs of the call center for a number of recent months are listed below: Calls Taken Call Center Cost April 7560 $ 81,960 May 7529 $ 81,773 June 7570 $ 82,025 July 7568 $ 81,997 August 7535 $ 81,816 September 7549 $ 81,895 October 7592 $ 82,156 November 7579 $ 82,092 Management believes that the cost of the call center is a mixed cost that...
8-11 Outsourcing (LO 3) Merit Bay Communications operates a customer call center that handles billing inquiries...
8-11 Outsourcing (LO 3) Merit Bay Communications operates a customer call center that handles billing inquiries for several large insurance firms. Since the center is located on the outskirts of town, where there are no restaurants within a 20-minute drive, the company has always operated an on-site cafeteria for employees. The cafeteria uses $180,000 in food products each year and serves 5,000 meals per month, at a price of $5 each. It employs five workers whose salaries and benefits total...
The Customer Service Center for a large airline has determined that the amount of time spent...
The Customer Service Center for a large airline has determined that the amount of time spent with a customer about a complaint is normally distributed, with a mean of 9.3 minutes and a standard deviation of 2.9 minutes. (a) What is the probability that, for a randomly chosen customer with a complaint, the amount of time spent resolving the complaint will be less than 10 minutes? (Round your answers to four decimal places.) (b) What is the probability that, for...
A call center randomly selects and records customer calls. Call handling times in minutes for 20...
A call center randomly selects and records customer calls. Call handling times in minutes for 20 calls are as follows: 6, 26, 8, 2, 6, 3, 10, 14, 4, 5, 3, 17, 9, 8, 9, 5, 3, 28, 21, and 4. Please calculate the 10th quartile, 90th quartile, median, Q1, Q3, sample mean, and sample standard deviation of call handling times.
An average call center employee receives 15 complaints per hour. (a) The employee has just hung...
An average call center employee receives 15 complaints per hour. (a) The employee has just hung up, find the probability that over the next 2 years hours, he receives 25 complaints? b) During one week of work (5 days), the likelihood of not receiving a complaint within the first 5 minutes of the first complaint.
Adam Fresnel is the manager of a customer-service department bases in a call center. The eight...
Adam Fresnel is the manager of a customer-service department bases in a call center. The eight members of his team performed well in the last year, evidenced by high levels of satisfaction reported by customers. To increase customer satisfaction, Adam hired two additional employees. However, customer satisfaction ratings started to drop. Employees began taking longer breaks together and waiting longer to pick up calls because they are chatting with one another. In addition, the workspace became noisy and crowded with...
At one engineering firm, several call centers are maintained to track customer complaints. Unfortunately, very few...
At one engineering firm, several call centers are maintained to track customer complaints. Unfortunately, very few employees like this job and therefore there is a lot of employee turnover. This call center uses X-Bar and s charts to track voluntary quits over time. The averages compiled below are from three call centers. The average number is 25 minutes before an employee gets frustrated and quits. The sample size was n = 5 for each month. Use the data below to...
A large customer call center for a multinational retailer has been in operation for several months,...
A large customer call center for a multinational retailer has been in operation for several months, but has continually failed to meet both customers’ and senior management’s expectations. Your team has been called in to develop a dashboard to help monitor and improve the operations of the call center. What KPIs would you track? Sketch a sample dashboard for this application. Submit the assignment to Dropbox.
Pacific Hotels operates a centralized call center for the reservation needs of its hotels. Costs associated...
Pacific Hotels operates a centralized call center for the reservation needs of its hotels. Costs associated with use of the center are charged to the hotel group (luxury, resort, standard, and budget) based on the length of time of calls made (time usage). Idle time of the reservation agents, time spent on calls in which no reservation is made, and the fixed cost of the equipment are allocated based on the number of reservations made in each group. Due to...
ADVERTISEMENT
ADVERTISEMENT
ADVERTISEMENT