12K views

Uploaded by oiu7hjjs

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

- ECON1203 Hw Solution week10
- ACCT1501 Study Notes
- Econ 1203
- Acct
- Econ1203 Notes
- Report 2
- MGMT1001 Finals Notes
- Econ 1203
- UNSW BCom Review
- z3329436
- Final Stats Project 2012 ECON1203
- Quizzaaaa
- ECON1203 Hw Solution week07
- ECON 1203 - QMB project
- Mgmt1001 Essay 2
- ECON1203 Project
- TABL1710 Assignment
- 17231191-MARK-1012-major-project
- ECON1203 Business and Economic Statistics Quiz 1-4 Solutions
- ECON1203 Hw Solution week09

You are on page 1of 7

Executive Summary.....................................................................................................................................1

Introduction.................................................................................................................................................1

Methodology and Results............................................................................................................................1

Efficiency................................................................................................................................................1

Marked Differences.................................................................................................................................4

Customer Satisfaction..............................................................................................................................4

Conclusions and Recommendations............................................................................................................6

Conclusions and Recommendations

Darshil Shah z3331503 ECON1203

Executive Summary

This report provides analysis on the issues raised about efficiency and customer satisfaction in

AllRepairs. The results are:

• Efficiency as measured by the average time it takes for a mechanic to complete a job is

approximately 33 minutes in length and has a frequency distribution that conforms to the

definition 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 when

difficulty 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 level

whereby 80% of the customers are either satisfied or very satisfied on the services provided

It is recommended that the efficiency results be interpreted by the CEO and/or management according the

organisation’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 mechanics

that 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 in

order to reach conclusions about the efficiency of the repair staff along with if there are any marked

differences 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 branches

must be answered.

The data that was used was collected through a random sample of 293 jobs that were completed during

last year. Key variables of interest were Time, Difficulty and Satisfaction.

The report has been organised by splitting methods into preliminary and full scale analysis while

integrating the results within them.

Efficiency

Efficiency of the mechanics has been asked to be measured in the time it takes to complete a job. So the

variable of interest is the Time variable which contains ratio data on the total time taken to complete a job.

To 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:

Page 2 of 7

Darshil Shah z3331503 ECON1203

0<time≤10 4 1.37%

10<time≤20 56 19.11%

20<time≤30 84 28.67%

30<time≤40 82 27.99%

40<time≤50 41 13.99%

50<time≤60 11 3.75%

60<time≤70 5 1.71%

70<time≤80 5 1.71%

80<time≤90 1 0.34%

90<time≤100 3 1.02%

100<time≤110 0 0.00%

110<time≤120 0 0.00%

120<time≤130 1 0.34%

A histogram is a useful graphical descriptive technique to give a general idea of the skewness,

mode, median, mean and symmetry (if any).

Figure 1: Histogram of time taken to complete jobs

The histogram represents time series data of last year and shows that the distribution of time

taken 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 be

completed in the shortest amount of time possible. In addition, frequency distribution shows that

most of the jobs are completed in between 10 to 40 minutes as their total relative frequencies are

equal to 75.77%. Lastly the

Key features of distribution does not appear to

variable Time be symmetrical which again

matches to efficiency.

x 32.92

s2 245.75

cv 0.48 statistics 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).

The findings show that the mean time taken to complete a job is approximately 33 minutes while

the variance is quite high as indicated by the coefficient of variance value of 0.48. This is because

Page 3 of 7

Darshil Shah z3331503 ECON1203

tasks of all difficulties were included which means that some would have invariably taken a

longer time to complete.

To get a more detailed idea about efficiency amongst workers as measured by time taken in

minutes to complete a job inference on the population mean needs to be made through a 95%

confidence interval estimator of μ. The results will show what times taken to complete jobs can

be expected for the population which is the refrigerator repair branch. For this to be carried out

the population is assumed to be anormal distribution whereX~Nμ,σ2.

But the population standard deviation (σ) is unknown so, a t distributionwith the sample

standard deviation has to be used in order to calculate the confidence interval.

x±tα2 , vsn where v=n-1 degrees of freedom

=32.92±t0.52 , 292 15.68293

=32.92±1.960 15.68293

=32.92±1.80

(Where xis the sample mean, 1-α is the confidence level, s is the sample standard deviation and n

is the sample size)

The result indicates that if we repeatedly draw samples of size 293 from the population, 95% of

the values of x will be such that μ will lie somewhere between x-1.80 (which is 31.12)

andx+1.80 (which is 34.72).

This lower and upper limit can be used by management and the CEO to make a decision if the

times above are efficient or not more accurately as the confidence interval is now known.

Marked Differences

It has been asked if there is any evidence of marked differences in time takenby mechanics when they

are undertaking the same job. Thisis determined by comparing the mean value of the Time variable for

each difficulty from the Difficulty variable. The notion is that same tasks will be performed if Difficulty is

controlled.

Acontingency table can be produced that has the mean time taken by each mechanic to complete

a job with the conditionof the difficulty level. This table will show if there are any large

differences in the mean time taken by each mechanic on a similar type of job.

Table 3: The mean time taken by mechanics to complete a job conditional on difficulty

Page 4 of 7

Darshil Shah z3331503 ECON1203

The table above shows that when tasks are easy (difficulty=1) there is little evidence of any large

differences between times taken by each mechanic. This is the same when tasks are of a normal

difficulty (difficulty=2).

However when tasks undertaken are hard in difficulty (difficulty=3) then it can be seen that there

is evidence for large marked differences where the range is 26.83 minutes. That is a relatively

large value and is enough to conclude that there is evidence for a marked difference when

mechanics take hard in difficulty tasks.

Customer Satisfaction

Customer Satisfaction has been asked to be surveyed in order to see if 80% of customers are at least

satisfied or very satisfied. The variable of interest is the Satisfaction variable which contains ordinal data

from Very 1=Dissatisfied to 4=Very Satisfied with the exception of 9=No Response. There are a variety

of tools that can be employed to answer if 80% of customers are satisfied or very satisfied in all the

AllRepairs service branches.

Firstly it is necessary to see if the target has been achieved at the sampled refrigeration service

branch by producing a pie chart. A pie chart is appropriate here because relative frequencies are

what need to be measured amongst satisfaction. It must be noted that the “No Response”

(Satisfaction = 9) values were removed as they provided no statistical information.

Very Dissatisfied 7 3%

Dissatisfied 47 17%

Satisfied 177 63%

Very Satisfied 49 18%

TOTAL 280 100%

With the pie chart it can be seen that 81% of the customers are either satisfied or very satisfied in

the service they receive thus satisfying the requirement of 80%

To see if all service branches of AllRepairs attain the target that 80% of customers are either

satisfied or very satisfied a hypothesis test is conducted by testing the population proportion.

The sample proportion is considered to be normal as the central limit theorem is invoked.

Page 5 of 7

Darshil Shah z3331503 ECON1203

H0:p=0.8

H1:p<0.8

Withsample sizen=280 (where all non-responses were removed)

Andsample proportionp=xn=226280=0.807

Where x = the number of successes = number of customers who were satisfied or very satisfied

z=p-pp1-pn

z=0.807-0.80.8×0.2280=0.29

p-value=Pz<0.29=.1141

There is not enough evidence at 5% significance level to reject the null hypothesis that the

population proportion is 0.8 or in other words that 80% of the population is at least satisfied or

very satisfied.

Through the analysis of data performed by various and extensive statistical methods, conclusions on the

previously raised issues efficiency and customer satisfaction can be answered.

Firstly, the histogram and the confidence intervals for the average time taken by mechanics show that the

results fall under the expected definition of efficiency which is performing tasks in the shortest time

possible. Ultimately it is up to the CEO and/or management of AllRepairs to decide if the results are what

they consider efficient.

Secondly, through the contingency table approach it was realised that there is evidence of marked

differences between mechanics undertaking the same tasks. The evidence is that when difficulty is hard

mechanics complete jobs at very different times. It is recommended that the mechanics not performing

well at these tasks be retrained, evaluated or moved.

Lastly, it was found that both the refrigerator repair service branch and in fact all other service branches

have at least 80% of customers either satisfied or very satisfied with the services provided. This was

initially determined through a pie chart and more extensively determined through a hypothesis test of the

population proportion. It is recommended that nothing be changed at the present.

Page 6 of 7

Darshil Shah z3331503 ECON1203

Page 7 of 7

- ECON1203 Hw Solution week10Uploaded byBad Boy
- ACCT1501 Study NotesUploaded byAnthony Liang
- Econ 1203Uploaded byKaison Lau
- AcctUploaded byRoger Tan
- Econ1203 NotesUploaded bywhyisscribdsopricey
- Report 2Uploaded byloljokes
- MGMT1001 Finals NotesUploaded byEdmund Han
- Econ 1203Uploaded byAAA820
- UNSW BCom ReviewUploaded byEdward Yang
- z3329436Uploaded byJill Lin
- Final Stats Project 2012 ECON1203Uploaded bynessawho
- QuizzaaaaUploaded byeternitystar
- ECON1203 Hw Solution week07Uploaded byBad Boy
- ECON 1203 - QMB projectUploaded byhongco1990
- Mgmt1001 Essay 2Uploaded byAnhPham
- ECON1203 ProjectUploaded byShaira Rahman
- TABL1710 AssignmentUploaded byAsdsa Asdasd
- 17231191-MARK-1012-major-projectUploaded byHilda Melitha
- ECON1203 Business and Economic Statistics Quiz 1-4 SolutionsUploaded bySheharyar
- ECON1203 Hw Solution week09Uploaded byBad Boy
- 2012S1 PracExamQuestions & Answers(1)Uploaded byJonathan Lau
- Everest Essay WendyUploaded byChris Chow
- ACCT quizUploaded byStanton Liu
- Tut Sol Week12Uploaded byAAA820
- Online Quiz 3Uploaded byRoyOberoi
- MGMT1001 final exam structure s2 2013 (blackboard upload).pdfUploaded byJimmy Nguyen
- ECON1203 Hw Solution week11Uploaded byBad Boy
- ECON1203 Hw Solution week06Uploaded byBad Boy
- ECON1203-2292 Final Exam S212.pdfUploaded byGorge Soros
- ECON1203 project - z5059151Uploaded byShaira Rahman

- Automated Manufacturing Systems MindmapUploaded byoiu7hjjs
- Hopkins EssayUploaded byoiu7hjjs
- Communication Systems MindmapUploaded byoiu7hjjs
- Stalin Case study Source StudyUploaded byoiu7hjjs
- Transaction Processing Systems MindmapUploaded byoiu7hjjs
- Summary - Humans at WorkUploaded byoiu7hjjs
- IPTCommSysTextbookUploaded byoiu7hjjs
- Stalin Case study BibliographyUploaded byoiu7hjjs
- English SpeechUploaded byoiu7hjjs
- Stalin Case study : Modern HistoryUploaded byoiu7hjjs
- Constructive AnatomyUploaded bygazorninplotz
- Information Systems and Databases MindmapUploaded byoiu7hjjs
- Year 11 IPT ProjectworkUploaded byoiu7hjjs
- Project Management MindmapUploaded byoiu7hjjs
- Stalin Case study Extended ResponseUploaded byoiu7hjjs
- The BudgetUploaded byoiu7hjjs
- maths answer sheet s2 partaUploaded byoiu7hjjs
- sc maths answers 06Uploaded byoiu7hjjs
- sc maths answers 05Uploaded byoiu7hjjs
- Desktop PublishingUploaded byoiu7hjjs
- Culture ChangeUploaded byoiu7hjjs
- sc specimen mathematics 06Uploaded byoiu7hjjs
- English SpeechUploaded byoiu7hjjs
- Water for Living AssesmentUploaded byoiu7hjjs
- Input Devices PresentationUploaded byoiu7hjjs
- Preliminary Economics Practise extended responseUploaded byoiu7hjjs
- SIMPLE MACHINESUploaded byoiu7hjjs
- Kennedy EssayUploaded byoiu7hjjs
- Govt InterventionUploaded byoiu7hjjs

- 0673 Chapter 4Uploaded byNhok Fish
- A SURVEY ON CUSTOMERS SATISFACTION OF THE NTEL MARKETING AND SERVICES PVT LTD PUNEUploaded byKunal Kore
- Durability-Based Ranking of Typical Structural RepairsUploaded byLokesh Mundra
- Buku Statmat I (2)Uploaded byNoviTrisnaDewi
- Customer Satisfaction ResearchUploaded byReuben Escarlan
- Understanding NACE MR0175_ISO 15156Uploaded byyagolain
- english improving statementUploaded byapi-376571871
- Factor HandoutUploaded byVaibhav Ahuja
- 04075900 Furfural Concentration in Transformer Oil as an Indicator of Paper AgeingUploaded byvzimak2355
- Finley, Schwartz - 2004 - The Father Involvement and Nurturant Fathering Scales Retrospective Measures for Adolescent and Adult ChildrenUploaded byJulian Lloyd
- Sleep and ObesityUploaded bydeepashaji
- Content ServerUploaded bySamarth Sharma
- An Analysis of the Relationship Between Acceptance of and Respect for Self and Acceptance of and Respect for Others in Ten Counseling CasesUploaded byOanaaBianca
- Results and ConclusionUploaded byMary Joy
- Career Self-Efficacy Theory Back to the FutureUploaded bybaixinha_
- Employees Satisfaction Regarding Payroll System Dhampur Sugar Mills Ltd. PayrollUploaded byUmang Dixit
- HRD ClimateUploaded byRadhika Sundarraj
- estabiUploaded byJoseph Vaughn
- Chew ReliefUploaded byprajwalkhanal
- Exit Interview ProcessUploaded byShreekumar
- Assignment in College StatisticsUploaded byMaralyssa Dela Rosa Bico
- TGA OMQ Medicines Release for SupplyUploaded byWFree
- module2template analysis planning docUploaded byapi-324745485
- Is Breakfast Consumption Related to Mental DistressUploaded byAsiyah Mutmainnah
- Class 12 - Control Charts for Attributes1 (2 of 2).pdfUploaded byMatthew Smith
- Teamwork and High Performance Work ionUploaded byfarhanyousaf
- SKF - Bearing Damage InvestigationUploaded bylalmimaj
- ScarUploaded bybuntynikhil
- Does Facebook Know You Better Than Your MotherUploaded bySyeha Abdal Nasher
- crom 3Uploaded byMD Pirlea