One of the major measures of the quality of service provided by any

organization is the speed with which it responds to customer complaints. A

large family-held department store selling furniture and flooring, including
carpets, had undergone a major expansion in the past several years. In
particular, the flooring department had expanded from 2 installation crews to
an installation supervisor, a measurer, and 15 installation crews. The store
had the business objective of improving its response to complaints. The
variable of interest was defined as the number of days between when the
complaint was made and when it was resolved. Data were collected from 50
complaints that were made in past year. The data, stored in Furniture, are as
follows:

54 5 35 137 31 27 152 2 123 81 74 27

110 110 29 61 35 94 31 26 5

12 4 165 32 29 28 26 25 1 14 13

13 10 5 27 4 52 30 22 36 26 20 23

33 68

a. The installation supervisor claims that the mean number of days

between the receipt of a complaint and a resolution of complaint is 20
days. At the 0.05 level of significance, is there evidence that the claim is
not true (i.e., that the mean of number of days is different from 20)?