Question

(2.90 One of the major measures of the quality of service pro- vided by an organization is the speed with which the organi- zation responds to customer complaints. A large family-held department store selling furniture and flooring, including car- pet, had undergone a major expansion in the past several years. In particular, the flooring department had expanded from 2 in- stallation crews to an installation supervisor, a measurer, and 15 installation crews. A business objective of the company was to reduce the time between when the complaint is received and when it is resolved. During a recent year, the company received 50 complaints concerning carpet installation. The number of days between the receipt of the complaint and the resolution of the complaint for the 50 complaints, stored in Furniture, are: 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 dis- tribution. b. Construct a histogram and a percentage polygon. c. Construct a cumulative percentage distribution and plot a cumulative percentage polygon (ogive). d. On the basis of the results of (a) through (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.

Answer 1

dl uaïf of the complaints get 's esovedin ateo, con,plaints CL days '하나 take a much onges About loy the cases take longer. lhan o das