1. a) Your client is a large quick service restaurant chain. They want to monitor drive through times that are longer than 90 seconds. Every day for 6 days they time 150 orders and record the number that are greater than 90 seconds. The number of orders that were longer than 90 seconds for each of the 9 days is: 6, 8,12, 9, 7, 2, 15, 8, and 11. You are asked to develop a three-sigma control chart for the order process. What are the appropriate upper and lower control limits? A new store has opened, and they want to evaluate its drive through performance. Measures from the new store are: 12, 16, 11, 13, and 14. Graph the chart and comment on the new store's performance.

1. b) The Royal Bank of Halifax has a call centre in which the average time with a customer is 3.5 minutes with a variance of 0.25 minutes. They have trained employees on a process that they want them to spend no less than 2.5 minutes and no more than 4.5 minutes with a customer. Is the process capable of meeting that expectation?

1.c) The Royal Bank of Halifax looks at just the new account calls for the call centre. They know the average 6.7 minutes with a standard deviation of 0.25 minutes. They developed the average by measuring 10 calls a day for 15 days. They would like to develop a 3-sigma process control chart to evaluate whether they are consistently delivering service within the specified level. What are the appropriate upper and lower control limits? They take samples of 10 calls for 5 consecutive days of a newly trained service agent. The performance daily averages are presented in the table below. Is the agent meeting the expectations?

Day	1	2	3	4	5	6	7	8	9	10
1	6.3	5.5	6.7	8.2	6.3	7.1	7	5.9	3.1	6.9
2	3.8	5.7	6.7	7.2	7.3	7.4	8.2	5.7	5.6	6.8
3	7.2	6.5	6.8	7.1	5.9	6.2	6.2	6.5	7.6	8.1
4	6.4	6.3	5.2	4.1	8.2	7.3	7.4	3.5	4.2	7.1
5	6.8	6.7	5.9	5.9	8.2	6.3	6.5	6.9	5.9	8.2