Efficiency of The Original Staff

Business Statistics:
Student Name:
Instructor Name:
Course Number:
27th January 2020

Question 1:
a) Using call centre 1
Table 1: Average median call time based on staff type for call centre 1
Row Labels
Average of
Median call
time?
StdDev of
Median call
time?
Count of Original staff
or replacement staff?
original 3.3130 0.3698 109
replacement 2.9407 0.3509 115
Grand
Total 3.1219 0.4049 224
Difference between sample means x1 - x2
Difference∈means , d=x1−x2=3.31−2.94=0.37
b) Using call centre 2
Table 2: Average median call time based on staff type for call centre 2
Row
Labels
Average of
Median call
time?
StdDev of
Median call
time?
Count of Original staff or
replacement staff?
original 3.3283 0.3761 115
replacem
ent 2.8457 0.3383 109
Grand
Total 3.0935 0.4315 224
Difference between sample means x1 - x2
Difference∈means , d=x1−x2=3.33−2.85=0.48
c) Comparing a) and b)
The above results shows that call centre 2 has a larger difference in the average median call
times for the original staff and replacement staff.
Question 2

a) Using Call centre 1
Table 3: Count of median above 3 minutes based on staff type for call centre 1
Count of median above 3
minutes?
Column
Labels
Row Labels no yes
Grand
Total
original 28 81 109
replacement 66 49 115
Grand Total 94 130 224
Count of median above 3
minutes?
Column
Labels
Row Labels no yes
Grand
Total
original 25.69%
74.31
% 100.00%
replacement 57.39%
42.61
% 100.00%
Grand Total 41.96%
58.04
% 100.00%
Difference between sample proportions ^p1− ^p2
^p1− ^p2=0.7431−0. 4261
¿ 0.317
b) Using Call centre 2
Table 4: Count of median above 3 minutes based on staff type for call centre 2
Count of Original staff or
replacement staff?
Column
Labels
Row Labels no yes
Grand
Total
original 29 86 115
replacement 71 38 109
Grand Total 100 124 224
Count of Original staff or
replacement staff?
Column
Labels
Row Labels no yes
Grand
Total
original 12.95% 38.39 51.34%

%
replacement 31.70%
16.96
% 48.66%
Grand Total 44.64%
55.3
6%
100.00
%
Difference between sample proportions ^p1− ^p2
^p1− ^p2=0.3839−0. 1696
¿ 0.2143
c) Comparing a) and b)
The above results shows that the difference in the proportion of staff with median call time
greater than 3 is highest in call centre 1 as compared to call centre 2.
Question 3:
a) Using Call centre 1
Table 5: Pearson Correlation coefficient for call centre 1
Median call
time?
number of
complaints?
Median call time? 1
number of
complaints? 0.889262 1