EBK STATISTICS FOR BUSINESS & ECONOMICS
12th Edition
ISBN: 8220100460463
Author: Anderson
Publisher: CENGAGE L
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Chapter 19.2, Problem 9E
An airline operates a call center to handle customer questions and complaints. The airline monitors a sample of calls to help ensure that the service being provided is of high quality. Ten random samples of 100 calls each were monitored under normal conditions. The center can be thought of as being in control when these 10 samples were taken. The number of calls in each sample not resulting in a satisfactory resolution for the customer is as follows:
| 4 | 5 | 3 | 2 | 3 | 3 | 4 | 6 | 4 | 7 |
- a. What is an estimate of the proportion of calls not resulting in a satisfactory outcome for the customer when the center is in control?
- b. Construct the upper and lower limits for a p chart for the manufacturing process, assuming each sample has 100 calls.
- c. With the results of part (b), what conclusion should be made if a sample of 100 has 12 calls not resulting in a satisfactory resolution for the customer?
- d. Compute the upper and lower limits for the np chart.
- e. With the results of part (d), what conclusion should be made if a sample of 100 calls has 12 not resulting in a satisfactory conclusion for the customer?
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Chapter 19 Solutions
EBK STATISTICS FOR BUSINESS & ECONOMICS
Ch. 19.2 - A process that is in control has a mean of = 12.5...Ch. 19.2 - Twenty-five samples, each of size 5, were selected...Ch. 19.2 - Twenty-five samples of 100 items each were...Ch. 19.2 - A process sampled 20 times with a sample of size 8...Ch. 19.2 - Temperature is used to measure the output of a...Ch. 19.2 - A quality control process monitors the weight per...Ch. 19.2 - The Goodman Tire and Rubber Company periodically...Ch. 19.2 - Over several weeks of normal, or in-control,...Ch. 19.2 - An airline operates a call center to handle...Ch. 19.3 - For an acceptance sampling plan with n = 25 and c...
Ch. 19.3 - Consider an acceptance sampling plan with n = 20...Ch. 19.3 - Repeat exercise 11 for the acceptance sampling...Ch. 19.3 - Refer to the KALI problem presented in this...Ch. 19.3 - To inspect incoming shipments of raw materials, a...Ch. 19.3 - A domestic manufacturer of watches purchases...Ch. 19 - Samples of size 5 provided the following 20 sample...Ch. 19 - Product filling weights are normally distributed...Ch. 19 - Twenty-five samples of size 5 resulted in x = 5.42...Ch. 19 - The following are quality control data for a...Ch. 19 - The following were collected for the Master Blend...Ch. 19 - An insurance company samples claim forms for...Ch. 19 - Managers of 1200 different retail outlets make...Ch. 19 - An n = 10, c = 2 acceptance sampling plan is being...Ch. 19 - Prob. 24SECh. 19 - A manufacturer produces lots of a canned food...
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