Question:

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 is 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. A sample of 50 complaints concerning carpet installation was selected during a recent year. The data file FURNITURE represents the number of days between the receipt of a complaint and the resolution of the complaint:

a) Compute the mean, median, first quartile, and third quartile.

b) Compute the range, interquartile range, variance, standard deviation, and coefficient variation.

c) Construct a box-and-whisker plot. Are the data skewed? If so, how?

d) Based on the results of a-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.