=+ 3 A call centre for a bank answers customers’ queries about their loan arrangements. All calls are automatically timed by the call centre’s information system and the mean and standard deviation of call lengths are monitored periodically. The bank has decided that only on very rare occasions should calls be less than 0.5 minutes because customers would think this was impolite even if the query was so simple that it could be answered in this time. Also, the bank reckoned that it was unlikely that any query should ever take more than 7 minutes to answer satisfactorily. The figures for last week’s calls show that the mean of all call lengths was 3.02 minutes and the standard deviation was 1.58 minutes. Calculate the Cp and the Cpk for the call centre process.