The calculation is provided below, please write a new essay using this calculation. Which
means except the calculation, every sentences else needs to be writing on your own words.
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 intr oduction, 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 s ure 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:
•
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.
•
Using new call time and coded quality, develop a prediction equation for new call
time. Evaluate the model and discuss the coefficient of determination, signi ficance,
and use the prediction equation to predict a call time if there is a defect.
•
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.
Answer:
In solving two-sample hypothesis test, z-test is used. Basing on this case, there are two
different assumptions listed. Considering the null hypothesis, there is similarity of both
sample average of old time and the new time. According to the alternative hypothesis, the
sample average of the old and new call is completely different. During the calculation, there
is need of sample size in the analysis. The assumption summation of the old call is equal to
11.066.In the new calls, the same function calculation is applied, and the sample size of the
new call is assumed to be equal to 8.742.In the calculation of the sample variance, the
value of the old call (11.066) is assumed to be y while the value of new calls (8.853) is
assumed to be x. The statistical test formula is defined as t= (mean x-mean y) or [s*sqrt
(1/mean y+1/mean x), where s=sqrt (mean x*s^2x + mean y*s^2y) (John, 2014). In
calculation of the values, statistical test is given by [(170*11.066
+170*8.853)/(11.066+8.853)=sqrt 11.02=4.04. After that, all the data is feed to the
formula,(11.066-8.853)/[4.04*(1/170+1/170)], 5.296 is the final answer of the test statistics.
According to the analysis of the critical value at 0.05 levels of the significant are 3.985.
Given the fact that 5.296 is higher than 3.985, the alternative hypothesis is applied since the
sample average of the old call, and the new request is not identical. In accordance to test
statistics, verification for the advancement in the original call, based on the average test and
recommend to the vice president (Wargocki, 2014).
"A correlation coefficient indicated both the strength and direction of their linear relationship
between a dependent and independent variable" (John, 2014). Hypothesis test is carried
out to examine if the population association coefficient is considerably from the zero-based
correspondence coefficient. To fit a prediction equation for a new call data with code quality,
we can apply hypothesis text. Regression formula is given by Y=a+bz where z is the coded
quality where the value for z is either 0 or 1. "The regression formula assists in
approximating the dependent value given an independent variable"(John, 2014). According
to the data, the sum of z*y is 142.8, the sum of z is 16, the sum of z^2 is 16.Through
feeding the given data in the formula b=(n*sum of z*y-sum of y*sum of z)/n*sum of z^2mean of z^2=(170*142.8-1328*16)/[170*16(0.106)^2]=0.0698;a=sum of y/n-b*(sum of
z/n)=1328/170-0.0698(16/50)=7.986. Therefore, the prediction equation for the new call is
Y=7.986+1*0.0698.
To evaluate customer's approval, when the average call duration is 7 min with a standard
deviation of 2 min is acceptable. The z test is used to ensure customers fulfillment by
sample mean Y=7.978.A null hypothesis is assumed to be uy=7 while the alternative theory
is considered to be uy not equal to 7. In calculating the z value we use formula (mean yuy)/s*sqrt (ny). After feeding the data, the answer is 8.02. In connection with 0.05 levels, if
crucial, the critical p-value is 2.00. From the result it is clear that the z observed is higher
than z recorded, an alternative hypothesis is put into consideration since the sample
average of the old call is not the same (Blair, 2013). About recommendation, it is very
crucial to verify the advancement in the new request on the bases of an average test.
Example Process Capability
Net weight specification = 9.0 oz 0.5 oz
Process mean = 8.80 oz
Process standard deviation = 0.12 oz
Cp= (Upper Specification-Lower Specification)/6(standard deviation)
Cp=(9.5-8.5)/(6*0.12)=1.39
References
Wargocki, P., Wyon, D. P., & Fanger, P. O. (2014). The performance and subjective
responsesof call‐center operators with new and used supply air filters at two outdoor air
supplyrates. Indoor air, 14(s8), 7-16
.Blair, C. D. (2013). U.S. Patent N. 7,203,285. Washington, DC: U.S. Patent and Trademark
Office.
Jenkins, P., Olivier, M., Hodges, R., Parker, H. S., Farris, M., Mosby, K., ... & Cot, A. (2014).
Preparing for Storms in Louisiana Take Home Guide, (English/Spanish)
John Walker, S. (2014). Big data: A revolution that will transform how we live, work, and
think.
Purchase answer to see full
attachment