A critical dimension of the service quality of a call center is the wait time of a caller to get to a sales representative. Periodically, random samples of three customer calls are measured for time. The results of the last four samples are in the following table: Sample Time (Sec) 1 495 501 498 2 512 508 504 3 505 497 501 4 496 503 492 a. Assuming that management is willing to use three-sigma control limits, and using only the historical information contained in the four samples, show that the call center access time is in statistical control.b. Suppose that the standard deviation of the process distribution is 5.77. If the specifications for the access time are 500 ± 18 sec., is the process capable? Why or why not? Assume three-sigma performance is desired.
A critical dimension of the service quality of a call center is the wait time of a caller to get to a sales representative. Periodically, random samples of three customer calls are measured for time. The results of the last four samples are in the following table:
| Sample | Time (Sec) | ||
| 1 | 495 | 501 | 498 |
| 2 | 512 | 508 | 504 |
| 3 | 505 | 497 | 501 |
| 4 | 496 | 503 | 492 |
a. Assuming that management is willing to use three-sigma control limits, and using only the historical information contained in the four samples, show that the call center access time is in statistical control.
b. Suppose that the standard deviation of the process distribution is 5.77. If the specifications for the access time are 500 ± 18 sec., is the process capable? Why or why not? Assume three-sigma performance is desired.
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