Essay 1. Complete the essay using the information below. Case Study Background: Land and Agua Insurance Company has a call center in Tempe, Arizona. The business was originally established in Phoenix, Arizona in 1972 as a small business, and it has grown with the population of the area. The insurance company specializes in bundling insurance for cars, off-road vehicles, and watercraft (e.g., jet skis and boats). The company has 150,000 clients in Arizona. Marjorie Jones, Vice President of Operations, is concerned about customer complaints and amount of time representatives are taking to resolve the calls. After studying the issue, the company implemented improvements to operations, and a new data sample was collected after three months. You are responsible for analyzing the results to determine whether the improvements made a difference, and determining if the new processes are meeting customer specifications. Additionally, you must review the data and predict the customer call time if a defect occurs.

2. Answer the question below in essay format. Your essay must include an introduction, a body, and a conclusion. It must address all relevant parts of each question. Your response should be a minimum of 500 words in length, and it should include both the appropriate statistics and support for the analysis and interpretation. Make sure to cite any source you use. Proper citation format for a source includes the name of the author(s), the title of the work, the date of the publication, and the page number if you directly quote the source. Essay Questions: New Call Time Using the New Call Center Data, provide a summary report for the vice president including the following information in an essay with a minimum of 500 words:

Question 1. Using the two-sample hypothesis test comparing old call time to new call time at a .05 level of significance, discuss the hypothesis test assumptions and tests used. Provide the test statistic and p-value in your response. Evaluate the results of the hypothesis test with the scenario. Provide recommendations for the vice president.

Question 2. Using new call time and coded quality, develop a prediction equation for new call time. Evaluate the model and discuss the coefficient of determination, significance, and use the prediction equation to predict a call time if there is a defect.

Question 3. Evaluate whether the new call time meets customer specification. As stated in a previous lesson, customers indicated they did not want a call time longer than 7.5 minutes. Assume a standard deviation of 2 min is acceptable. Is the call center now meeting the customer specifications? If not where is the specification not being met? Explain your answers.

OLD & NEW DATA Below

Old Call Time		New Call Time	Shift	Quality	Coded Quality
6.5		5.2	AM	Y	0		Y= CORRECT
6.5		5.2	AM	Y	0		N=INCORRECT
6.5		5.2	AM	Y	0
6.5		5.2	AM	Y	0
7		5.6	AM	Y	0
7		5.6	AM	Y	0
7		5.6	AM	Y	0
7		5.6	AM	N	1
7		5.6	AM	Y	0
8		6.4	AM	Y	0
8		6.4	AM	Y	0
8.5		6.8	AM	Y	0
8.5		6.8	AM	Y	0
9		7.2	AM	Y	0
9		7.2	AM	Y	0
9		7.2	AM	N	1
9		7.2	AM	N	1
9.5		7.6	AM	N	1
9.5		7.6	AM	Y	0
9.5		7.6	AM	Y	0
10		8	AM	Y	0
10		8	AM	Y	0
10		8	AM	Y	0
10		8	AM	Y	0
10		8	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
10.5		8.4	AM	Y	0
11.5		9.2	AM	Y	0
11.5		9.2	AM	Y	0
11.5		9.2	AM	Y	0
12		9.6	AM	Y	0
12		9.6	AM	Y	0
12		9.6	AM	N	1
12		9.6	AM	Y	0
12.5		10	AM	Y	0
12.5		10	AM	N	1
13		10.4	AM	Y	0
13		10.4	AM	Y	0
13.5		10.8	AM	Y	0
15.5		12.4	AM	Y	0
16		12.8	AM	Y	0
16.5		13.2	AM	Y	0
17		13.6	AM	Y	0
18		14.4	AM	Y	0
6		4.8	PM	Y	0
9		7.2	PM	N	1
9.5		7.6	PM	N	1
10		8	PM	Y	0
10.5		8.4	PM	Y	0
10.5		8.4	PM	Y	0
11		8.8	PM	Y	0
11		8.8	PM	Y	0
11		8.8	PM	Y	0
11		8.8	PM	Y	0
11.5		9.2	PM	Y	0
11.5		9.2	PM	Y	0
11.5		9.2	PM	Y	0
12		9.6	PM	Y	0
12		9.6	PM	Y	0
12		9.6	PM	Y	0
12		9.6	PM	Y	0
12		9.6	PM	Y	0
12		9.6	PM	Y	0
12		9.6	PM	Y	0
12.5		10	PM	Y	0
12.5		10	PM	Y	0
12.5		10	PM	Y	0
12.5		10	PM	Y	0
13		10.4	PM	N	1
13		10.4	PM	N	1
13.5		10.8	PM	Y	0
13.5		10.8	PM	Y	0
14		11.2	PM	Y	0
14		11.2	PM	Y	0
14		11.2	PM	Y	0
14		11.2	PM	N	1
14		11.2	PM	Y	0
14.5		11.6	PM	Y	0
14.5		11.6	PM	Y	0
14.5		11.6	PM	N	1
15		12	PM	N	1
15		12	PM	Y	0
15.5		12.4	PM	N	1
16		12.8	PM	Y	0
16.5		13.2	PM	Y	0
17		13.6	PM	Y	0
17.5		14	PM	Y	0
18		14.4	PM	Y	0
18		14.4	PM	Y	0
18		14.4	PM	Y	0
18.5		14.8	PM	Y	0
19		15.2	PM	Y	0
19.5		15.6	PM	Y	0
19.5		15.6	PM	Y	0
5.25		4.2	AM	Y	0
5.25		4.2	PM	Y	0
5.25		4.2	AM	Y	0
5.25		4.2	PM	Y	0
5.75		4.6	AM	Y	0
5.75		4.6	PM	Y	0
5.75		4.6	AM	Y	0
5.75		4.6	PM	Y	0
5.75		4.6	AM	Y	0
6.75		5.4	PM	Y	0
6.75		5.4	AM	Y	0
7.25		5.8	PM	Y	0
7.25		5.8	AM	Y	0
7.75		6.2	PM	Y	0
7.75		6.2	AM	Y	0
7.75		6.2	PM	N	1
7.75		6.2	AM	Y	0
8.25		6.6	PM	Y	0
8.25		6.6	AM	N	1
8.25		6.6	PM	Y	0
8.75		7	AM	Y	0
8.75		7	PM	Y	0
8.75		7	AM	Y	0
8.75		7	PM	Y	0
8.75		7	AM	Y	0
9.25		7.4	PM	Y	0
9.25		7.4	AM	Y	0
9.25		7.4	PM	Y	0
9.25		7.4	AM	Y	0
9.25		7.4	PM	Y	0
9.25		7.4	AM	Y	0
9.25		7.4	PM	Y	0
9.25		7.4	AM	Y	0
10.25		8.2	PM	Y	0
10.25		8.2	AM	Y	0
10.25		8.2	PM	Y	0
10.75		8.6	AM	Y	0
10.75		8.6	PM	Y	0
10.75		8.6	AM	Y	0
10.75		8.6	PM	Y	0
11.25		9	AM	Y	0
11.25		9	PM	Y	0
11.75		9.4	AM	Y	0
11.75		9.4	PM	Y	0
12.25		9.8	AM	Y	0
14.25		11.4	PM	Y	0
14.75		11.8	AM	Y	0
15.25		12.2	PM	Y	0
15.75		12.6	AM	Y	0
16.75		13.4	PM	Y	0