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.

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