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ECON1203 Major Project UNSW 2010 Sem. 1 (18.5/20)

ECON1203 Major Project UNSW 2010 Sem. 1 (18.5/20)

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Published by darshill
ECON1203 Major Assignment (2010) Semester 1. Received 18.5/20
ECON1203 Major Assignment (2010) Semester 1. Received 18.5/20

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Published by: darshill on Aug 26, 2010
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05/17/2013

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Darshil Shah z3331503ECON1203
Executive Summary
This report provides analysis on the issues raised about efficiency and customer satisfaction inAllRepairs. The results are:
Efficiency as measured by the average time it takes for a mechanic to complete a job isapproximately 33 minutes in length and has a frequency distribution that conforms to thedefinition of efficiency where most jobs are done in a short period of time
There seems to be evidence of marked differences between staff undertaking the same jobs whendifficulty is hard. The difference is approximately 27 minutes between mechanics
The refrigeration service branch has attained the target of 80% customer either being satisfied or very satisfied (81% of customers were in fact satisfied or very satisfied)
There was not enough evidence to infer that all service branches have not attained the levelwhereby 80% of the customers are either satisfied or very satisfied on the services providedIt is recommended that the efficiency results be interpreted by the CEO and/or management according theorganisation’s goals and aims. Furthermore it is recommended that:
A review be performed for jobs that are identified hard in difficulty as there are some mechanicsthat are performing well while others that are not as seen through the marked difference result
Customer relation policies should be continued as they are producing the established target
Introduction
The aim of this report is to analyse the data that has been collected from the refrigeration repair branch inorder to reach conclusions about the efficiency of the repair staff along with if there are any markeddifferences between staff undertaking the same tasks. In addition the question of whether the target of 80% of customers being either satisfied or very satisfied has been achieved across all repair branchesmust be answered.The data that was used was collected through a random sample of 293 jobs that were completed duringlast year. Key variables of interest were
Time, Difficulty
and
Satisfaction.
The report has been organised by splitting methods into preliminary and full scale analysis whileintegrating the results within them.
Methodology and Results
Efficiency
Efficiency
of the mechanics has been asked to be measured in the time it takes to complete a job. So thevariable of interest is the
Time
variable which contains ratio data on the total time taken to complete a job.1)Preliminary Analysis and ResultsTo get a general idea of the efficiency of the mechanics as measured by the time it takes a
histogram
can be constructed using the
frequency distribution
of time taken to complete a job by any mechanic:
Table 1: Frequency distribution of 
Time
taken to complete jobs
Page
2
of 
7
 
Darshil Shah z3331503ECON1203A histogram is a useful graphical descriptive technique to give a general idea of the skewness,mode, median, mean and symmetry (if any).The histogram represents
time series
data of last year and shows that the distribution of timetaken is
positively skewed
meaning that most of the jobs are completed within a short period of time. This matches a good definition of efficiency as it would be expected that most jobs becompleted in the shortest amount of time possible. In addition, frequency distribution shows thatmost of the jobs are completed in between 10 to 40 minutes as their total relative frequencies areequal to 75.77%. Lastly thedistribution does
not appear tobe symmetrical
which againmatches to efficiency.Furthermore the key descriptivestatistics can be calculated for the
Time
variable such as the
mean
(x), the
sample variance(
s2),
sample standard deviation
(s) and
coefficient of variance
(cv).
Table 2: Key descriptive statistics for
Time
The findings show that the mean time taken to complete a job is approximately 33 minutes whilethe variance is quite high as indicated by the coefficient of variance value of 0.48. This is becausePage
3
of 
7
 Bin Frequency Relative Frequency
0<time≤10
41.37%
10<time≤20
5619.11%
20<time≤30
8428.67%
30<time≤40
8227.99%
40<time≤50
4113.99%
50<time≤60
113.75%
60<time≤70
51.71%
70<time≤80
51.71%
80<time≤90
10.34%
90<time≤100
31.02%
100<time≤110
00.00%
110<time≤120
00.00%
120<time≤130
10.34%
Key features of variable
Time
 
x32.92s2245.75s15.68cv0.48
 
Figure 1: Histogram of time taken to complete jobs

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