Decision making aspects
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The document provides data on the number of complaints received by a hotel each day of the week from 2012 to 2017. It shows that Sunday has the highest average number of complaints (20) while Thursday has the lowest (8). The standard deviation of the daily complaint numbers is calculated as 4.52. Understanding the standard deviation can help the hotel management take corrective actions by identifying days where complaints tend to fluctuate more. The data is separated into quartiles to further assist decision making.
Decision making aspects
- 1. HOTEL BCAS FACILITIES AND SERVICES 1. What is the average no of complaints does the hotel receive a day? 1000 950 900 900 800 750 700 620 600 600 585 600 No of guest in the hotel 500 no of complaints 400 Avg 12.86 300 200 100 2012.86 1112.86 1012.86 9 12.86 8 12.86 1512.86 1712.86 0 Sunday Monday Tuesday Wednesday Thursday Friday Saturday
- 2. 2.Are there days where the no of complaints in the same? If yes, what are those? 3.What are the highest and lowest days in terms of no, of complaints? 4.What are the variance and standard deviation figures of these data on complaints? No 4.53 8 Min (Thursday) 20.48 Max(Sunday) 20 Varinace St.deviation
- 3. highest and lowest days in terms of nos. of complaints 25 20 20 15 10 8 5 0 MINIMUM MAXIMUM
- 4. No. of complains 25 20 20 17 15 15 11 10 9 10 8 5 0 Thursday Wednesday Tuesday Monday Friday Saturday Sunday
- 5. Xi X Xi-X (Xi-X) 20 12.86 7.14 50.98 11 12.86 -1.86 3.46 10 12.86 -2.86 8.18 9 12.86 -3.86 14.90 8 12.86 -4.86 23.62 15 12.86 2.14 4.58 17 12.86 4.14 17.14 90 90.02 -0.02 122.86 variance =122.86/89 =20.47 Therefore standard deviation = square root of 20.47 = 4.52%
- 6. 5.How will understanding the standard deviation assist the management to take corrective actions/decisions? Marketing Information Marketing Marketing Marketing system/Research Database Intelligence Decision Project Standard deviation is easy to understood statistic that measures how often an event strays from the norm. When we look in BCAS the same principle applies to no of complaints. A complaints that tends to go up and down frequently, in large moves, would have a high standard deviation. A unpredicted complaints is riskier because there's a greater chance of the hotel to loosing customers.
- 7. 6.How should the company separate these data in four parts that would help the management to make necessary decision? 950 4th quartile 950 Saturday 900 Sunday 825 750 Friday 3rd quartile Nos of Guest in the Hotel 620 2nd quartile 620 Monday Day 600 Thursday 600 Tuesday 585 1st quartile 585 Wednesday 0.00 200.00 400.00 600.00 800.00 1000.00
- 8. 7.The company want to know the number of complaints that falls below and above the 85% points of the data. please indicate the number/ figure and also show working on how you reached that number/figure.(you may use excel to double check the answer) 0.00 200.00 400.00 600.00 800.00 1000.00 percentile 8.5 585 Wed 59 15% 600 Tue percentile 85% 5 600 Thur 90 620 Mon Nos of Guest in the Hotel 750 Fri 900 Sun 950 Sat
- 9. 8. The management wants to know if there is any connection/correlation between the number of guest at the hotel and the complaints Correlation =0.94 9.What other information/data do you think is important to gather for better decision making and what ways would you propose to gather additional information? *customer satisfaction forms *.whether they stay with family if yes **.Food & drink is it Breakfast / Lunch or Dinner- which age group / nationality
- 10. 1000 900 950 715 715 715 715 715 750 715 715 620 600 585 600 100 Nos of Guest in the Hotel Avg No. of Guest Nos of Complaints 20 17 Avg No. of Complains 12.86 12.86 12.86 12.86 12.86 15 12.86 12.86 10 11 10 9 8 1