The Consumer Financial Protection Bureau reports on consumer financial product

The Consumer Financial Protection Bureau reports on consumer financial product and service complaint submissions by state, category, and company. The following table, stored in FinancialComplaints 1, represents complaints received from Louisiana consumers by complaint category for 2016.

Category                                 Number of Complaints
Bank Account or Service…………………………………….202
Consumer Loan…………………………………………………132
Credit Card………………………………………………………..175
Credit Reporting………………………………………………..581
Debt Collection………………………………………………….486
Mortgage…………………………………………………………..442
Student Loan……………………………………………………….75
Other…………………………………………………………………..72

a. Construct a Pareto chart for the categories of complaints.
b. Discuss the “vital few” and “trivial many” reasons for the categories of complaints.

The following table, stored in FinancialComplaints2 , represents complaints received from Louisiana consumers by most-complained-about companies for 2016.

Company                          Number of Complaints
Bank of America……………………………………………..42
Capital One…………………………………………………….93
Citibank………………………………………………………….59
Ditech Financial………………………………………………31
Equifax…………………………………………………………217
Experian………………………………………………………177
JPMorgan……………………………………………………..128
Nationstar Mortgage………………………………………39
Navient…………………………………………………………..38
Ocwen……………………………………………………………41
Synchrony………………………………………………………43
Trans-Union………………………………………………….168
Wells Fargo…………………………………………………….77

c. Construct a bar chart and a pie chart for the complaints by company.

d. What graphical method (Pareto, bar, or pie chart) do you think  is best for portraying these data?

Call centers today play an important role in managing dayto-day

Call centers today play an important role in managing dayto-day business communications with customers. Call centers must be monitored with a comprehensive set of metrics so that businesses can better understand the overall performance of those centers. One key metric for measuring overall call center performance is service level, the percentage of calls answered by a human agent within a specified number of seconds. The file ServiceLevel contains the following data for time, in seconds, to answer 50 incoming calls to a financial services call center:

a. Construct a frequency and a percentage distribution.

b. Construct a cumulative percentage distribution.

c. What can you conclude about call center performance if the service level target is set as “80% of calls answered within 20 seconds”?

The file Bulbs contains the life (in hours) of a

The file Bulbs contains the life (in hours) of a sample of forty 6-watt light emitting diode (LED) light bulbs produced by Manufacturer A and a sample of forty 6-watt light emitting diode (LED) light bulbs produced by Manufacturer B.

a. Construct a frequency and a percentage for each manufacturer, using the class interval widths for each distributionon page 54.

Manufacturer A: 46,500 but less than 47,500; 47,500 but less than 48,500; and so on.

Manufacturer B: 47,500 but less than 48,500; 48,500 but less than 49,500; and so on.

b. Construct cumulative percentage distributions.

c. Which bulbs have a longer life—those from Manufacturer A or Manufacturer B? Explain.

Planning and preparing for the unexpected, especially in response to

Planning and preparing for the unexpected, especially in response to a security incident, is one of the greatest challenges faced by information technology professionals today. An incident is described as any violation of policy, law, or unacceptable act that involves information assets. Incident Response (IR) teams should be evaluating themselves on metrics, such as incident detection or dwell time, to determine how quickly they can detect and respond to incidents in the environment. In 2016, the SANS Institute surveyed organizations about internal response capabilities. The frequency that summarizes the average time organizations took to detect incidents is:

Average Dwell Time                                            Frequency
Less than 1 day………………………………………………………….166
Between 1 and less than 2 days…………………………………100
Between 2 and less than 8 days…………………………………124
Between 8 and less than 31 days…………………………………77
Between 31 and less than 90 days……………………………….59
90 days or more…………………………………………………………..65

a. What percentage of organizations took fewer than 2 days, on average, to detect incidents?

b. What percentage of organizations took between 2 and 31 days, on average, to detect incidents?

c. What percentage of organizations took 31 or more days, on average, to detect incidents?

d. What conclusions can you reach about average dwell time of incidents?

The Air Travel Consumer Report, a monthly product of the

The Air Travel Consumer Report, a monthly product of the Department of Transportation’s Office of Aviation Enforcement and Proceedings (OAEP), is designed to assist consumers with information on the quality of services provided by airlines. The report includes a summary of consumer complaints by industry group and by complaint category. A breakdown of 1,303 September 2016 consumer complaints based on industry group is given in the following table:

Industry Group             Number of Consumer Complaints
U.S. Airlines…………………………………………………………………..879
Non-U.S. Airlines…………………………………………………………..386
Travel agents…………………………………………………………………..26
Miscellaneous…………………………………………………………………12
Industry total…………………………………………………………….1,303

a. Construct a Pareto chart for the number of complaints by industry group. What industry group accounts for most of the complaints?

The 1,303 consumer complaints against airlines are summarized by type in the following table:

Complaint Category                           Complaints
Flight problems…………………………………………….432
Oversales……………………………………………………….45
Reservation/ticketing/boarding…………………….147
Fares……………………………………………………………103
Refunds………………………………………………………….96
Baggage……………………………………………………….215
Customer service…………………………………………148
Disability………………………………………………………..61
Advertising…………………………………………………….11
Discrimination…………………………………………………6
Other…………………………………………………………….39
Total…………………………………………………………1,303

b. Construct pie and doughnut charts to display the percentage of complaints by type. What complaint category accounts for most of the complaints?

The Super Bowl is a big viewing event watched by

The Super Bowl is a big viewing event watched by close to 200 million Americans that is also a big event for advertisers. The file SuperBowlAds contains the number of ads that ran between the opening kickoff and the final whistle and the total elapsed run time (in minutes) of the commercials for the 2006 to 2015 seasons.

Source: Data extracted from “SuperBowl Viewers Don’t Just Watch the Game, USA Today, February 5, 2016, p. 3B.

a. Construct a time-series plot.

b. What pattern, if any, is present in the number of ads that ran between the opening kickoff and the final whistle?

c. What pattern, if any, is present in the total elapsed run time (in minutes) of the commercials for the 2006 to 2015 seasons?

Movie companies need to predict the gross receipts of individual

Movie companies need to predict the gross receipts of individual movies once a movie has debuted. The following results, stored in PotterMovies , are the first weekend gross, the U.S. gross, and the worldwide gross (in $millions) of the eight Harry Potter movies:

a. Construct a scatter plot with first weekend gross on the X axis and U.S. gross on the Y axis.

b. Construct a scatter plot with first weekend gross on the X axis and worldwide gross on the Y axis.

c. What can you say about the relationship between first weekend gross and U.S. gross and first weekend gross and worldwide gross?

The annual NFL Super Bowl is the most widely watched

The annual NFL Super Bowl is the most widely watched sporting event in the United States each year. In recent years, there has been a great deal of interest in the ads that appear during the game. These ads vary in length with most lasting 30 seconds or 60 seconds. The file SuperBowlAdScore contains the ad length and ad scores from a recent Super Bowl.

Source: Data extracted from C. Woodyard, “Funny Bone Wins Out,” USA Today, February 6, 2016, p. 4B.

For the 30-second ads and the 60-second ads separately:

a. Compute the mean, median, and mode.

b. Compute the variance, standard deviation, range, and coefficient of variation.

c. Are the data skewed? If so, how?

d. Based on the results of (a) through (c), what conclusions can you reach about the scores of 30- and 60-second ads?

Studies conducted by a manufacturer of Boston and Vermont asphalt

Studies conducted by a manufacturer of Boston and Vermont asphalt shingles have shown product weight to be a major factor in customers’ perception of quality. Moreover, the weight represents the amount of raw materials being used and is therefore very important to the company from a cost standpoint. The last stage of the assembly line packages the shingles before the packages are placed on wooden pallets. The variable of interest is the weight in pounds of the pallet, which for most brands holds 16 squares of shingles. The company expects pallets of its Boston brand-name shingles to weigh at least 3,050 pounds but less than 3,260 pounds.

For the company’s Vermont brand-name shingles, pallets should weigh at least 3,600 pounds but less than 3,800. Data, collected from a sample of 368 pallets of Boston shingles and 330 pallets of Vermont shingles, are stored in Pallet.

a. For the Boston shingles, construct a frequency and a percentage having eight class intervals, using 3,015, 3,050, 3,085, 3,120, 3,155, 3,190, 3,225, 3,260, and 3,295 as the class boundaries.

b. For the Vermont shingles, construct a frequency and a percentage having seven class intervals, using 3,550, 3,600, 3,650, 3,700, 3,750, 3,800, 3,850, and 3,900 as the class boundaries.

c. Construct percentage histograms for the Boston and Vermont shingles.

d. Comment on the of pallet weights for the Boston and Vermont shingles. Be sure to identify the percentages of pallets that are underweight and overweight.

B2B marketers in North America were surveyed about content marketing

B2B marketers in North America were surveyed about content marketing usage, organization, and success. Content marketers were asked about how content marketing is structured within their organization and how they would describe their organization’s commitment to content marketing. Tables in this problem summarize the survey results.

B2B Content Marketing

Organizational Structure                                               Percentage
Centralized content marketing group…………………………………….24%
Each brand has own content marketing group………………………..5%
Both: centralized team and individual teams…………………………13%
Small marketing/content marketing team……………………………..55%
Other………………………………………………………………………………………3%

a. Construct a bar chart, a pie or doughnut chart, and a Pareto chart for this table.

b. Which graphical method do you think is best for portraying these data?

Commitment to Content Marketing     Percentage
Very/Extremely Committed……………………………63%
Somewhat Committed…………………………………..30%
Not Very/Not at All Important………………………….7%

c. Construct a bar chart, a pie or doughnut chart, and a Pareto chart for this table.

d. Which graphical method do you think is best for portraying these data?

e. Based on the two tables, what conclusions can you reach concerning marketer’s perspective on content marketing?