Reference no: EM132858244
Question 1.
The Really Cool Clothing Company sells its products through a telephone ordering process. Since business is good, the company is interested in studying the way that sales agents interact with their customers. Calls are randomly selected and recorded, then reviewed with the sales agent to identify ways that better service could possibly be provided or that the customer could be directed to other items similar to those they plan to purchase that they might also find attractive. Call handling time (length) in minutes for 20 randomly selected customer calls handled by the same sales agent are as follows:
6, 26, 8, 2, 6, 3, 10, 14, 4, 5, 3, 17, 9, 8, 9, 5, 3, 28, 21, and 4.
(a) Calculate sample average.
(b) Calculate sample standard deviation.
(c) Calculate standard deviation of a sample average.
(d) Calculate lower and upper control limits.
(e) Plot a control chart (show clearly on the graph the values for the center line, UCL and LCL).
(f) Discuss if the process is in control (or not).
Question 2.
The North Country Clothing Company (NCCC) is a mail-order company that processes thousands of mail and telephone orders each week. They have a customer service number to handle customer order problems and monitor the number of complaints. The total number of complaint calls the customer service department has received for each of the last 30 weeks are shown below. The average number of complaints has been 24 in the past year. The following array shows the number of complaints over the last 30 weeks.
27, 15, 36, 28, 19, 23, 21, 16, 29, 35, 26, 30, 33, 35, 25, 19, 12, 17, 18, 26, 31, 14, 18, 26, 27, 30, 20, 12, 16, and 20.
(a) Calculate sample average.
(b) Calculate sample standard deviation.
(c) Calculate standard deviation of a sample average.
(d) Calculate lower and upper control limits.
(e) Plot a control chart (show clearly on the graph the values for the center line, UCL and LCL).
(f) Discuss if the process is in control (or not).