Business Statistics. The aims of this report for AllRepairs mechanics are to systemectically review on the efficiency of repair staff towards assigned jobs and customers satisfaction levels towards the services provided through a series of statistic

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Majoy Project : Quality Control for All Repairs mechanics                                                                                                                                                                            May 2010

Executive Summary

The aims of this report for AllRepairs mechanics are to systemectically review on the efficiency of repair

staff towards assigned jobs and customers’ satisfaction levels towards the services provided through a

series of statistical analyses. As to maintain a high quality of service and to isolate any inefficiency in the

provision of various services AllRepairs provided, the following points are concerned:

  • Analyses of efficiency of repairs staff as measured by time taken to undertake specified jobs
  • The agreed target whereas 80% of customers should be either satisfied or very satisfied with services provided

Findings

Maintain a good relationship with customers is one of the key to success for every businesses. Of which to maximize sales and repeat business, an excellent customers’ services has been far more important. Therefore, research of statistical analyses needed to be carried out to assess whether companies have been reaching their goals. By analyzing the data consists of 293 jobs provided from branch of AllRepairs that provides refrigeration repairing services, the following results have been found:

  • Majority of job difficulty levels lies with standard, which is 61%, while hard job levels only consists of 11%, which is only a small part of the total
  • Less experienced repaired staffs were assigned for jobs with lower difficulty level ( easy, standard ), while the more experienced assigned to undertake hard jobs
  • Jobs were completed mostly between 25 – 35 minutes
  • Time taken to undertake jobs increase with the associated difficulty level
  • There is a similar trend for the efficiency of repair staff towards the completion of easy or standard level of tasks, while for hard tasks, there is a significant upward trend of time taken for mechanics 4 compared to mechanics 1, 2 and 3 with gradually increase and the least of increase in time taken respectively.
  • The company has been reached its agreed target of which at least 80% of customers from the conducted surveys sample should be satisfied or very satisfied with the services provided.

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CONTENTS

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

Findings................................................................................................................1

1. Jobs Distributions………………………………………………………………………………………………………….3

1.1 Three categories of jobs ………........................................................................................3

1.2 Levels of jobs distributed to Mechanics ........................................................................ 3

2. Mechanics Performance..................................................................................................4

2.1 Time and difficulty levels.................................................................................................4

2.2 Correlation of time and difficulty ....................................................................................5

2.3 Efficiency of 4 Mechanics…………. ....................................................................................5

3. Customers’ Satisfaction Level ..........................................................................................6

4. Hypothesis Testing on Satisfaction Level..........................................................................6-7

5. Conclusions…………………………………………………………………………………………………………………….7

FIGURES

Figure 1             Distributions of Job Difficulty Levels

Figure 2            Distributions of Jobs

Figure 3 – 6  Frequency of time taken with job levels

Figure 7             Correlation between time and difficulty levels

Figure 8 ...

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