Belk has a chain of department stores in the United States. Top management requires that each store manager collect, maintain, and respond to customer complaint letters and calls. Each store keeps a file of these complaint letters. Top management is considering establishing a more formalized method of monitoring and evaluating the responses managers make to the complaint letters. Management wants some information that will indicate whether or not it needs to develop a formalized program or if it can leave well enough alone and allow store managers to use their discretion in handling the complaints. So top management wants to review a sample of these complaint letters and the responses to them.
a. What sampling plan should be used?
b. Why?