A call center, providing software support for customers, is concerned about the amount of time a customer has to wait before talking to a service technician. They have randomly selected 10 calls each day over a period of 5 days and noted the customer wait times. They are given in Table 1.10.

a. Develop a variable control chart ( X chart and p chart) for customer wait times.

b. After the control chart has been developed, the company has taken 10 samples and the recorded wait times are 6, 7, 15, 15, 9, 4, 1, 8, 11, and 5 minutes. Is the process in control or needs attention?

Why or why not?

Table 1.10:

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Customer Wait Times in Minutes (Exercise 1.8) Sample 1 Day 1 Day 3 12345 6 7 8 9 10 155SLWANG 10 Day 2 6 11 14 10 3 11539 17558SSw 11 9 10 13 Day 4 12 1 10 4 2 7 5 2 14 9 Day 5 ST4526525 7 15 12 15 12 6