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Ne4ueva [31]
2 years ago
6

A telephone customer service center wants to ensure that the majority of its customers’ calls are answered within a reasonable a

mount of wait time. Based on customer surveys, the company determined that the acceptable wait time that customers considered acceptable is between 10 and 45 seconds. A large sample of current customer calls was monitored. The average wait time was found to be 31 seconds with a standard deviation of 4.5 seconds.
What is the Capability Index for this process?

A. 1.30
B. 1.04
C. 1.56
D. 0.43
Business
1 answer:
mr_godi [17]2 years ago
7 0

Answer:

The Capability Index for this process is 1.04. The right answer is B

Explanation:

According to the given data we have the following:

μ = 31 Seconds

USL = 45

LSL = 10

Standard deviation σ= 4.5

Therefore, in order to calculate the Capability Index for this process we would have to use the following formula:

Cpk=Min<u>( USL-μ</u>  ,  <u>μ- LSL</u>)

               3×σ            3×σ

Cpk=Min<u>( 45-31</u>  ,  31<u>- 10</u>)

               3×4.5      3×4.5

Cpk = Min ( 1.04,1.56) = 1.04

The Capability Index for this process is 1.04

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