Answered: A critical dimension of the service…

MATLAB: An Introduction with Applications

6th Edition

ISBN:9781119256830

Author:Amos Gilat

Publisher:Amos Gilat

Chapter1: Starting With Matlab

Section: Chapter Questions

Problem 1P

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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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