MBA 6300 The manager of the customer service hotline

Scenario: The manager of the customer service hotline for an internet service provider has been approached by the President of the company regarding a perceived increase in the number of customer complaints regarding the lack of timely technical assistance being provided by hotline technicians. In order to evaluate the validity of the President’s concerns he decided to survey customers regarding their satisfaction with the timeliness of the technical assistance they received. Surveys were conducted during a thirty-day period with one hundred fifty (150) randomly selected customers participating in the survey each day. The number of customers surveyed who expressed dissatisfaction with the timeliness of the technical assistance they received is summarized in the following table.

Question 33: Using the data contained in the scenario calculate the Upper Control Limit for the number of complaints that reflect a 95.5% confidence level. (5 points)

Question 34: Using the data contained in the scenario calculate the Lower Control Limit for the number of complaints that reflect a 95.5%confidence level. (5 points)

Question 35: Using the data contained in the scenario and the calculated the Upper and Lower Control Limits for the number of complaints, which samples are out of control? (5 points)

Question 36: Using the data contained in the scenario calculate the Upper Control Limit for the proportion of complaints that reflect 95.5% level of confidence. (5 points)

Question 37: Using the data contained in the scenario calculate the Lower Control Limit for the proportion of complaints that reflect 95.5% level of confidence. (5 points)

Question 38: Using the data contained in the scenario and the calculated the Upper and Lower Control Limits for the proportion of complaints, which samples are out of control? (5 points)