Open the Excel file Downtime.xls on the QRC website
qrc.depaul.edu.
The file relates to a manufacturer of computer systems which is interested
in improving its customer support services. As a first step, its marketing
department has been charged with the responsibility of summarizing the
extent of customer problems in terms of system downtime. The most
recent 40 customers were surveyed to determine the amount of downtime
(in hours) they had experienced during the previous month. The file
contains the customer client number and their down time hours.
Using SPSS, calculate average, max, min, and standard deviation.
Create a new column for the z-scores. Were there any customers who had an
exceedingly high number of hours of downtime the previous month (z-score
greater than 2.0)?
In a short paragraph, tell what you would do as a result of this analysis
if you were a member of the customer support department and were trying
to improve customer relations?