Question: One of the major measures of the quality of service
One of the major measures of the quality of service pro-vided by any 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 under-gone 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. The store had the business objective of improving its response to com-plaints. The variable of interest was defined as the number of days between when the complaint was made and when it was resolved. Data were collected from 50 complaints that were made in the past year. The data, stored in Furniture, are as follows:
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