TABLE 10-14 The Amount of Time Required to Reach a Customer Service

question 178

Short Answer

TABLE 10-14
The amount of time required to reach a customer service representative has a huge impact on customer satisfaction. Below is the Excel output from a study to see whether there is evidence of a difference in the mean amounts of time required to reach a customer service representative between two hotels. Assume that the population variances in the amount of time for the two hotels are not equal.

-Referring to Table 10-14, what is the value of the test statistic for testing if there is evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels?

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Definitions:

Normal Capacity

The production level expected to be achieved under normal conditions by a company, taking into account seasonal and cyclical demands.

Total Factory Overhead Cost Variance

The difference between the actual factory overhead incurred and the expected (or standard) overhead costs.

Actual Hours

The actual number of hours worked or spent on a specific task or project, compared to planned or estimated hours.

Standard Hours

A predetermined or established amount of time within which a task or job is expected to be completed.