Chapter 2, Problem 87PS

One of the major measures of the quality of service provided by an organization is the speed with which the organization responds to customer complaints. A large family-held department store selling furniture and flooring, including carpet, had undergone a major expansion in the past several years, In particular, the flooring department had expended from 2 installation 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 received 50 complaints concerning installation. The number of days between the receipt of the complaint and the resolution of the complaint of the complaint and the resolution of the complaint for the 50 complaints, stored in Furniture, are:

a. Construct a frequency distribution and a percentage distribution.

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 $\left(\text{a}\right)\text{through}\left(\text{c}\right),$ if you had to tell the president of the company how long a customer should expect to wait to have complaint resolved, what would you say? Explain.