Question
In: Operations Management
A critical dimension of the service quality of a call center is the wait time of...
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 |
Suppose that the standard deviation of the process distribution is 5.77. If the specifications for the access time are 500±18500±18 seconds, is the process capable? Why or why not? Assume three-sigma performance is desired.
Solutions
Expert Solution
X-bar and R chart is used to analyse whether the call center access time is in statistical control
Based on the above analysis, the process is in statistical control.
Cpk is less than 1.33, therefore the process is not actually capable of meeting 3-sigma performance standard.
keosha answered 1 month agoRelated Solutions
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Call Center Shift A Average Call Time Shift B Average Call Time Average Satisfaction Level Average...
Call Center
Shift A Average Call Time
Shift B Average Call Time
Average Satisfaction Level
Average Number of Employees
1
14
29
2
100
2
1
1
1
90
3
53
60
4
80
4
10
25
2
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5
85
71
4
69
6
18
33
2
54
7
24
40
2
42
8
58
65
4
67
9
33
46
3
30
10
9
19
1
48
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