Stats Project Essay

1455 Words Jul 16th, 2014 6 Pages
Tammy Tan z3461062
ECON1203 Lee Lee Ooi ASB 232 (Mon 10:00 – 11:00)

JGW - AllRepairs
Business Analytics Department: Quality Control

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Executive Summary
This report will examine the success of JGW’s AllRepairs in maintaining a high quality of service and isolate any inefficiency in the provision of services. One concern of AllRepairs is in quality control and measures efficiency by the time it takes the mechanic to undertake the assigned task. In order to maximise chance of repeat business, AllRepairs is also interested in maintaining a good relationship with them. An agreed target has been established: at least 82% of customers should be either satisfied or very satisfied with the services provided. In this report, 293
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3 Efficiency and Effectiveness in the Provision of Services .................................................................................. 3 Time Taken .................................................................................................................................................... 3 Customer Satisfaction.................................................................................................................................... 5 Conclusion ......................................................................................................................................................... 6

2

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Key Features of Data
Time Mean 33.8 Median 33 Mode 42 Range 86 Standard Deviation 14.7 Sample Variance 215.2 Minimum 8 Maximum 94 Table 1.1: Descriptive Characteristics of data Difficulty 1.8 2 2 2 0.6 0.4 1 3 Satisfaction 3.2 3 3 5 1.4 2.0 1 9 Years 8.1

10 3.9 15.1 2 12

The data in Table 1.1 reveal that there is a wide spread in the time it takes the mechanics to undertake the refrigeration repair, thus there is a possible inefficiency in the provision of services. The mode for satisfaction also shows that most customers are satisfied; therefore the company is on track in maintaining a high quality of service.

Efficiency and Effectiveness in the Provision of Services
Time Taken
Figure 2.1: Time to complete job

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