In a customer service center, the average handling time for resolving customer inquiries is monitored to ensure efficiency and quality of service. The management wants to assess the process capability of this call handling time to ensure that it meets the desired service level agreements (SLAs). Let's consider the following data: - mean handling time (x-): 17 minutes - standard deviation of handling time (o): 1.9 minutes - upper specification limit (USL): 17+4 minutes - lower specification limit (LSL): 17-4 minutes Now, we can use the formula for process capability index Cp