Objective: Earlier, you have made some progress as a result of the stem-and-Ieaf diagram. How did the team make the improvement? They saw that the diagram showed a bi-modal condition so the team identified the source of this condition; eliminated one of the sources and optimized accordingly. The two sources were found to be: 1) Some of the customers were first-time requesters and 2) Some of the customers were repeat requesters. The team changed the process so that first-time requesters were processed ahead of the othenNise (first-in-first-out) process. This dramatically decreased the overall average response times. Many of the problems submitted by newer agents were easier to resolve than the problems submitted by the more seasoned first line agents The team also learned how to improve the resolution process through the use of designed experiments. There were other improvements made through the use of other Six Sigma tools and techniques (aside from your project deliverables) and now the wait times are acceptable. Now, you want to ensure that they are staying that way and you want to practice "prevention" versus "detection." Part of your CONTROL strategy is to employ the use of an on-going capability study to ensure 'the plates are still spinning'--so-to-speak And, the next deliverable will do that, but prior to performing a capability study, one must make sure the process is in statistical control. This is good, because the team decided to use a control chart as part of the CONTROL phase anyhow, so this will work out fine. In fact, Iet's do one now..just to make sure we are in statistical control. Instructions for you: Answer the questions and type those responses in the peach-colored box below. Data: Average resolution times (in contiguous hours) in order of occurrence 1 Control Chart in Excel 2003 Control Chart Excel 2007 Help "Don't I need special software?" OQNO'U'IDUN d-L-L-L-L-L mth-'O 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 10 1720f8 18 19 20 21 22 23 24 25 26 27 28 29 30 10 17 29 39 55 64 28 Ol 39 46 35 30 32 33 11 20 13 14 12 30 56 62 73 54 10 I IUpper control limit for the range: [Upper control limit for the individuals: [Lower control limit for the individuals: IWhat would you recommend? IIs the measurement system discriminate? I Is the measurement system I discriminate? Why do you think so? :What is causing the point to be [out of control