Perform a two-tail t-test means hypothesis test (Refer to Example 2 in the Resources, and Doane et al. LO 10-02)
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Scenario 3. Another critical metric is Service Time (ST), also known as the CSR's time servicing the customer. CSRs with more experience tend to resolve customer calls faster. Companies can improve average ST with more CSR training or channeling calls. For example, your company had an average ST of approximately 180 seconds (3.0 minutes) last month. The company has implemented a new protocol that channels call to CSRs based on their expertise to improve this metric. You will test the new protocol (PE) in comparison with the traditional (PT) protocol.
Is there a difference between the mean PE (New) Service Time and PT (Traditional) Service Time at a 95% confidence level?
- Perform a two-tail t-test means hypothesis test (Refer to Example 2 in the Resources, and Doane et al. LO 10-02)
Based on the analysis, explain whether the new PE protocol served its purpose.
| PE Service Time | PT Service Time | |
| Mean | 163.305 | 178.095 |
| Variance | 2760.383894 | 2364.649221 |
| Observations | 200 | 200 |
| Pearson |
0.996268617 | |
| Hypothesized Mean Difference | 0 | |
| df | 199 | |
| t Stat | -35.67859083 | |
| P(T<=t) one-tail | 1.02876E-88 | |
| t Critical one-tail | 1.652546746 | |
| P(T<=t) two-tail | 2.05753E-88 | |
| t Critical two-tail | 1.971956544 |
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- Scenario 2. Your organization is evaluating the quality of its call center operations. One of the more critical metrics in a call center is Time in Queue (TiQ), the customer’s wait before being serviced by a Customer Service Representative (CSR). If customers wait too long, they are more likely to get discouraged and hang up. Furthermore, customers who wait too long typically report an overall negative experience with the call. You’ve conducted an exhaustive literature review and found that the average TiQ in your industry is 150 seconds (2.5 minutes). Instructions: Use the Call Center Waiting Time (in Resources). Is there a difference between the mean PE Queue Time and industry 150 seconds at a 95% confidence interval? Based on the analysis, explain if your company should allocate more resources to improve its average TiQ? PE Queue Time Industry Mean 148.445 150 Variance 108.5798744 0 Observations 200 200 Pearson Correlation #DIV/0! Hypothesized Mean Difference…The Boeing Company faces a critical strategic choice in its competition with Airbus Industries for the long-haul flight segment: Should it design and build a super-747 model that can carry 550 passengers at speeds around 350 mph, or a plane that can fly at 95 percent of the speed of sound but carry only about 350 passengers? As a member of Boeing's Planning Group, your task is to build a model to investigate the trade-offs involved in this decision.Because of safety considerations, in May 2003 the Federal Aviation Administration (FAA) changed its guidelines for how small commuter airlines must estimate passenger weights. Under the old rule, airlines used 180 pounds as a typical passenger weight (including carry-on luggage) in warm months and 185 pounds as a typical weight in cold months. A journal reported that an airline conducted a study to estimate average passenger plus carry-on weights. They found an average summer weight of 183 pounds and a winter average of 190 pounds. Suppose that each of these estimates was based on a random sample of 100 passengers and that the sample standard deviations were 15 pounds for the summer weights and 21 pounds for the winter weights. (a) Construct a 95% confidence interval for the mean summer weight (including carry-on luggage) of this airline's passengers. (Use technology to calculate the critical value. Round your answers to three decimal places.) ( , )…
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