Sample Report and Solution to
Quality Scores at ABAZ

Prepared by: Dr. Mike Bendixen Dr. Cynthia Ruppel

Date: June 29, 2009

Nova Southeastern University
H. Wayne Huizenga School of Business & Entrepreneurship Assignment for Course: | QNT5040 | Submitted to: | Dr. M Bendixen | Submitted by: | Cindy Ruppel | | N000999999 | | 3301 College AveDavie, FL33314 | | 954-555-5555 | | 954-555-0000 |
Date of Submission: June 29, 2009
Title of Assignment: Quality Scores at ABAZ

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Management Report for Quality Scores at ABAZ
Executive Summary
ABAZ is seeking an accurate and easy way to monitor the quality performance of the Customer Service Agents (CSRs) in its call center. One quality monitoring option, control charts, requires that the data be normally distributed. Tests were conducted on a random sample of quality data that was collected to determine if it meets this requirement.
After completing several types of analysis, both numerical and visual, it can be concluded that the data is not normally distributed. Thus, this dataset should not be used to construct control charts without taking steps to either find a method to normalize the data, if possible, or another method of quality assessment and monitoring should be used.

Background
Since Customer Service Representatives (CSRs) often represent the bank to