254 I COMPETING ON QUALITY 17. To reduce patient arrivals and wait times at the ED, BPH has implemented a Nurse Hotline to give around-the-clock medical information and advice. A nurse can recom- mend if the patient must see a doctor, go to an urgent care clinic, or rush to the ED. Because of heavy call volume during certain times of the day, patients are often put on hold. Management has determined that a wait of 1 to 2 minutes is reasonable. Times on hold (in minutes) for samples of 10 callers over 20 days are shown in the following table. a. Develop the appropriate control chart(s). b. Is the process in control? Why or why not? c. If the process mean is 1.56 minutes with an SD of 0.27, is the process capable of meeting management's expectations? DATA FOR PROBLEM 17 Callers 6 7 8 9 10 5 Day 1 2 3 4 1 1.4 1.7 1.3 1.5 1.3 1.4 1.1 1.2 1.3 1.2 2 1.4 0.5 1.1 1 0.7 1.3 1.1 1.2 1.3 1.7 3 1.3 1 1.2 1 1.8 1.1 0.8 1 1.1 1 4 1.4 1.3 1.1 0.9 2 1.2 0.8 0.7 1.2 1.4 5 1.4 1.7 1.4 1 1 0.6 1.1. 1.2 1.5 1.1 6 1.2 1.6 1 1.2 1 1.1 1.4 1.4 1.2 1.2 7 1.4 1.4 1.2 1.5 0.7 1.1 1.3 1.7 1.7 0.8 8. 1.4 0.9 1.3 1 1 0.9 1.1 1.3 1.2 1.2 9 1.4 1.4 1.5 0.7 1.2 1 1.4 0.5 0.9 1.8 10 2 1.7 1.2 1.4 1 1.3 1.6 1.8 1.3 0.6 11 1.3 0.7 1.1 0.9 1.3 1.4 1.4 1.5 0.9 1.2 12 1.6 1.4 1.3 1.4 1.1 1.4 1.1 1.3 0.7 1.8 13 1.6 1.4 1.1 1.6 1.9 1.5 1.2 1.3 1.2 1.2 14 1.7 1.4 1.2 1.3 1.4 1.4 1.6 1.4 2 1.4 15 1.5 1.5 1.2 1.9 1.6 1.6 1.2 1.2 1.8 1.3 16 1.8 1.7 1.5 1.7 1.5 1.5 1.5 1.8 1.5 1.5 17 1.2 1.8 1.7 1.2 1.4 1.4 1.8 1.3 1.8 1.8 18 1.3 1.7 1.5 1.7 2 1.4 2.1 1.7 1.5 1.5 19 1.3 1.4 1.6 1.8 1.6 2 2 1.4 1.2 20 1.7 1.2 1.7 1.6 1.6 1.7 1.6 2 2 1.6 1.7