Question

pls send to me the excel file

An automobile repair shop is concerned about customer satisfaction in terms of the entire experience customers receive from the repair shop. In order to quantify the customer experience, three critical service characteristics have been identified: Complaints of a failure to fix the vehicle. Delay beyond the promised pickup time. Complaints of damage to the inside/outside of the vehicle during repair. A level of zero defects is the long-term goal. In order to address this goal, statistics have been collected over the past few months regarding these critical characteristics (see Table (A) Based on the Pareto principal, what would be the strategy for decreasing the total number of defects? (B) With respect to the number of delays from promised completion time, does the process appear in-control? Assuming that special causes can be eliminated, what is the best estimate of the process capability? (C) How is the process performing with respect to the number of items not fixed properly? What is the process capability? 4 (D) (C) (B) (A) Day 15 23 17 27 18 16 25 19 17 16 23 29 7 2 2 12 13 2 2 15 31 17 21 15 16 17 18 19 20 21 2 25 19 27 18 24 23 24 25 26 27 21 17 31 23 26 18 15 19 10 2 29 30 (A) Number of Vehicles in sample (B) Number of items not fixed properly (C) Number of delays from promised completion times (D) Number of damaged items in repair

Answer 1

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-Test: Paired Two Sample for Means Input Variable 1 Range: Variable 2 Range: Hypothesized Mean Difference: OK Cancel Help SAS1:SAS41 SBS1:SBSA1 Labels Alpha: 0.05 Output options O Qutput Range: O New Worksheet Phy: New Workbook SDS1

-Test: Paired Two Sample for Means Input Variable 1 Range: Variable 2 Range: Hypothesized Mean Difference: OK Cancel Help SAS1:SAS41 SBS1:SBSA1 Labels Alpha: 0.05 Output options O Qutput Range: O New Worksheet Phy: New Workbook SDS1

1 Dealership A Dealership B t-Test: Paired Two Sample for Means 9.9 Dealership A Dealership B 7.9075 1.3139487181.919685897 4 6.8 Mean Variance Observations Pearson Correlation Hypothesized Mean Difference df t Stat P(T<-t one-tail t Critical one-tail P(TK-t) two-tail t Critical two-tail 8.07 8.8 6.7 7.5 10 9.9 0.007248989 0 39 0.57357426 0.284774503 1.684875122 0.569549005 2.02269092 10 9.1 8.9 9.3 8.4 7.2 5.3 6.9 9.9 6.5 8.5 7.7 8.3 12 13 16 17 18 19 20 21 6.9 5.5 7.9 8.6 9.5 9.3 5.2 8.3 6.6 8.2 9.3 23

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