Business Statistics: Analysis of Customer Service Errors, Call Data, Cost of Errors, and Probability Distribution

BUSINESS STATISTICS
STUDENT ID:
[Pick the date]

BUSINESS STATISTICS
PART 1
Chapter 2
Question 1
The respective bar chart for the type of customer service errors is highlighted below.
The errors with a relative frequency in excess of 5% would be considered as significant.
From the above graph, the following errors are significant.
 Incorrect accessory
 Incorrect address
 Incorrect contact phone
 Website access errors
 Wrong billing
 Wrong start date
 Wrong subscription
The additional information pertaining to the above errors would be related to the underlying
reason for these errors. For instance, the reason behind incorrect details could be an error on
the end of the consumer, an error on the end of the representative or a systemic error. This
needs to be probed further so that the fix can address the issue. One potential solution for the
company would be to automate processes especially bill generation along with customer
details. Further, the various contact details should be verified before entering into the system.

BUSINESS STATISTICS
Also, key information for each account should also be verified so as to improve the customer
service.
Question 2
The descriptive statistics related to the calls made data is presented below.
It is apparent that on an average about 52 calls were made to the helpdesk on a daily basis.
Also, o on 50% days, calls received were at most 49. However, there seems to be a
significant variation considering the wide range whereby the lowest calls received varies
from 11 to 83. Also, there is presence of positive skew which implies that on certain days, the
amount of calls received is exceptionally high which is reflective of the poor services
provided by the company. Ideally, the skew should be expected to be negative which would
auger well for the quality of services (Flick, 2015).
Chapter 3
Question 1
The most critical variable is the cost associated with the various errors. The descriptive
statistics with regards to the same are indicated below.