Define what specific improvements can improve these services

Reference no: EM1351781

After reading the Chapters 14 (Sampling), 15 (Analysis and Presentation of Data) and, 16 (Exploring, displaying and examining data), answer the questions below.

1 - Below find a dilemma, management question/problem and research questions for a study regarding to a Home Healthcare Services Firm.

Management Problem:
What can be done to improve service quality?

Management Dilemma:
The firm is experiencing an increasing number of complaints regarding health care service quality.

Research Questions:
(1) Is there a real problem in the quality of service or is the ‘perceived' quality of the service poor?

(2) Which categories of health care services are generating the major portion of complaints?

(3) What specific improvements can improve these services?

(4) What may be expected as an outcome of the improvements?

In order to answer the first research question a sample based on proportions must be designed to gather conclusions for the study. Assume the following:

1.1. If a pilot test revealed 45% perceived poor service quality, and we decide the interval range is + 10 percent with a 95% confidence level, what is the calculated sample size to confirm or not the findings from the pilot test previously applied to firm's customers?

1.2. If we have no pilot test to generate the variance estimate, what would be the sample size to be calculated in this case?

2. Assume you have collected data on sales associates of a manufacturing organization in a major metropolitan area. You analyze the data by type of work classification, education level, and whether the workers were raised in a rural or urban setting. The results are shown below. How would you interpret them?

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