EBK BUSINESS ANALYTICS
3rd Edition
ISBN: 9780135231906
Author: Evans
Publisher: VST
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Chapter 4, Problem 57PE
(a)
To determine
To find: the average length of service for males and females in the sample.
(b)
To determine
To find: the average length of service for individuals with and without a college degree.
(c)
To determine
To find: the average length of service for males and females with and without prior call centre experience.
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Chapter 4 Solutions
EBK BUSINESS ANALYTICS
Ch. 4 - Prob. 1PECh. 4 - Classify each of the data elements in the Sales...Ch. 4 - Identify each of the variables in the Excel file...Ch. 4 - Classify each of the variables in the Excel file...Ch. 4 - Use the COUNTIF function to construct a frequency...Ch. 4 - A community health status survey obtained the...Ch. 4 - Construct frequency distributions and histograms...Ch. 4 - Use the Histogram tool to develop a frequency...Ch. 4 - Prob. 12PECh. 4 - Use a PivotTable to construct a frequency...
Ch. 4 - Prob. 14PECh. 4 - Find the 20thand80th percentiles of home prices in...Ch. 4 - Find the 10thand90th percentiles and the first and...Ch. 4 - Prob. 18PECh. 4 - Find the first, second, and third quartiles for...Ch. 4 - Prob. 20PECh. 4 - Prob. 21PECh. 4 - Find the mean, median, and midrange for the data...Ch. 4 - In the Excel file Facebook Survey, find the mean,...Ch. 4 - Considering the data in the Excel file Home Market...Ch. 4 - Considering the data in the Excel file Home Market...Ch. 4 - In the Excel file Facebook Survey, find the range,...Ch. 4 - For the Excel file Tablet Computer Sales, find the...Ch. 4 - The Excel file Atlanta Airline Data provides...Ch. 4 - Compute the coefficient of variation for each...Ch. 4 - Find 30 days of stock prices for three companies...Ch. 4 - Apply the Descriptive Statistics tool for subsets...Ch. 4 - Use the Descriptive Statistics tool to summarize...Ch. 4 - Prob. 39PECh. 4 - Prob. 42PECh. 4 - Prob. 43PECh. 4 - Prob. 44PECh. 4 - Prob. 45PECh. 4 - In the Excel file Bicycle Inventory, find the...Ch. 4 - Prob. 48PECh. 4 - Prob. 49PECh. 4 - Prob. 50PECh. 4 - Prob. 51PECh. 4 - Prob. 52PECh. 4 - Prob. 55PECh. 4 - Prob. 56PECh. 4 - Prob. 57PECh. 4 - Prob. 58PECh. 4 - Prob. 59PECh. 4 - In the Excel file Weddings, determine the...Ch. 4 - Prob. 61PECh. 4 - Prob. 62PECh. 4 - For the Presidents Inn Guest Database, find the...Ch. 4 - For the Excel file Credit Risk Data, compute the...Ch. 4 - Compute the z-scores for the data in the Excel...Ch. 4 - Prob. 67PECh. 4 - Prob. 68PECh. 4 - Prob. 70PECh. 4 - Prob. 71PECh. 4 - Prob. 73PECh. 4 - Prob. 74PECh. 4 - Prob. 75PE
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- What are some of the advantages of using the Queuing Simulator?arrow_forwardTony Hsieh, CEO of Zappos, provides every operator with the discretion to do whatever it takes to make customers happy, with no planned scripts or time limits. This approach allows Zappos to: Create a better functional organizational structure Treat employees as better individuals Develop jobs that are adaptable to change Reduce the autonomy of its employees When Tony Hsieh, CEO of Zappos, says that Zappos views every call in the call center as a branding opportunity, which of the following means of empowerment is he most likely utilizing? Allowing employees to decide what information they need. Making employees accountable for results Allowing employees to take control of their own tasks Allowing employees to take new pathsarrow_forwardThe prudential bank manager wants to improve its quality of service by reducing customer waiting times. To that end, a team of experts is needed to design what could be the best queuing strategy in order to have the minimum waiting time. Assuming your part of the team, what's the best queuing strategy to reduce the client's waiting time?arrow_forward
- Consider the types of jobs typically found at a university. Identify which jobs are line positions and which ones are staff positions. Professor Academic department chair Receptionist Financial aid officer Librarian Advisor Line Staff O O O O O O Oarrow_forwardWhat are the companies that are engaging and practice queuing models?arrow_forwardAssuming you are on the phone with a customer, how would you respond in each of the following scenarios. How should you ask this question when you need the customer's name? What is the most effective way to ask a question when you have forgotten the name of the customer? What is the most effective way to ask about the customer's address when you need it?arrow_forward
- Taylor Swiftt works at a call center as an analyst. In her role, she is tasked with data administration and finding patterns in the data generated from all of the customer service interactions that take place. She has been asked to create a visualization of this data so that she can see at what time most service calls come in during the week. What would you recommend that Taylor develop so that her supervisor can see when calls are coming in, live? Choose the best answer from the options available. Group of answer choices A daily report An interactive dashboard A crystal ball A narrativearrow_forwardHow is customer relationship management software being used in call centers? Could you explain.arrow_forwardWhat are the advantages and disadvantages of queueing analysis versussimulation?arrow_forward
- Consider a bank branch that has three distinct customer arrival patterns throughout the day, as measured by average arrival rates (below). Morning (8:30 - 11:30): arrival 1 = 47 per hour. %3D Lunch (11:30 - 1:30): arrival 2 = 70 per hour. Afternoon (1:30 - 4:00): arrival 3 = 30 per hour. Regardless of the time of day, the average time it takes for a teller to serve customers is 3.17 minutes. Because of competition with other banks in the area, management has developed an internal goal to keep the average customer wait before service to be less than 4 minutes. With that in mind, answer the following: a. During the morning period, what is the minimum number of tellers that the bank needs to hire to achieve the 4-minute service goal mentioned above? [ Select] b. During lunch, what is the minimum number of tellers that the bank needs to hire to achieve the 4 minute service goal mentioned above? [ Select ] c. In the afternoon, what is the minimum number of tellers that the bankarrow_forwardUse waiting line models to make managerial decisionsarrow_forwardThe following information pertains to telephone calls to a motel switchboard on a typical Tuesday.PeriodIncoming Rate(calls perminute)Service Rate(calls per minuteper operator)Number ofOperatorsMorning 1.8 1.5 2Afternoon 2.2 1.0 3Evening 1.4 0.7 3a. Determine the average time callers wait to have their calls answered for each period and theprobability that a caller will have to wait for each period.b. For each case in the previous problem, determine the maximum line length for a probability of96 percent.arrow_forward
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