Kevin Murtuagh, manager of an national reservation service for a nationwide chain of luxury hotels, is concerned about productivity of his operation. Analysis of recent historical data shows the call center seems to be averaging about five minutes to process a regular reservation call with a per call standard deviation of forty seconds.
- Suppose that every day Kevin randomly samples 25 calls for their length in minutes and computes the average. Draw the x-bar process control chart with 3-sigma control limits. On three consecutive days Kevin observes averages of 4.72, 5.20 and 5.03 minutes respectively. Should he be concerned? Explain.
- Senior management has determined that call processing time should between 4 minutes, 15 seconds and 4 minutes, 45 seconds. What is the probability that the current performance meets this standard?
- Given the information from senior management in part b, what is the current process capability?
- Given your answer to part c, what should Kevin Murtaugh do in order to ensure that the process is 6-sigma qualified? Explain.