Download Probability Scenario Number One

Probability Scenario Number
One
Brought to you in living color by:
Steve Charo, Dennis Glendenning, Gloria Lobo-Stratton, and
Sharon Lovdahl
Getting Started
• Customer service representative for XYZ
Company
• Acceptable time for each incoming call
• Data points for the past 30 days
Measures of Central Tendency
• Based on the given data points we calculated the
following:
Mean 8.266667
Standard Error 0.828977
Median 8
Mode 12
Standard Deviation 4.540495
Sample Variance 20.61609
Skewness 0.195426
Range 14
Probability of more than 10.5
minutes per call
•
•
•
•
Z Score calculated as .493
Use Standard Normal Table
Continuous probability is 31%
Discreet probability is 37%
Greater than 10.5 minutes
40%
30%
20%
10%
0%
Series1
1
Continuous probability
Probability between 6 and 9
minutes per call
•
•
•
•
Two Z Scores calculated as -.497 and .162
Use Standard Normal Table
Continuous Probability 25%
Discreet Probability 13%
Between 6 and 9 minutes
30%
20%
Series1
10%
0%
1
Continuous Probability
Probability of less than 3.5
minutes per call
•
•
•
•
Z Score calculated as –1.048
Use Standard Normal Table
Continuous Probability 16%
Discreet Probability 17%
Less than 3 minutes
20%
10%
Series1
0%
1
Continuous probability
Recommendation
• Additional training
• Understanding the customer
• Instituting a “call back” policy
Probability Scenario #1
40%
30%
20%
Series1
10%
0%
1
2
Continous probability
3