A telephone customer service center wants to ensure that the majority of its customers' calls are answered within a reasonable amount of wait time. Based on customer surveys, the company determined that the acceptable wait time that customers considered acceptable is between 10 and 45 seconds. A large sample of current customer calls was monitored. The average wait time was found to be 31 seconds with a standard deviation of 4.5 seconds.

What is the Capability Index for this process?

A. 1.30

B. 1.04

C. 1.56

D. 0.43

Question

Megan Saunders

Business

23 February, 14:40

A telephone customer service center wants to ensure that the majority of its customers' calls are answered within a reasonable amount of wait time. Based on customer surveys, the company determined that the acceptable wait time that customers considered acceptable is between 10 and 45 seconds. A large sample of current customer calls was monitored. The average wait time was found to be 31 seconds with a standard deviation of 4.5 seconds.

What is the Capability Index for this process?

A. 1.30

B. 1.04

C. 1.56

D. 0.43

+4

Answers (1)

Know the Answer?

Kira Andrews · Answer 1

The Capability Index for this process is 1.04. The right answer is B

Explanation:

According to the given data we have the following:

μ = 31 Seconds

USL = 45

LSL = 10

Standard deviation σ = 4.5

Therefore, in order to calculate the Capability Index for this process we would have to use the following formula:

Cpk=Min (USL-μ, μ - LSL)

3*σ 3*σ

Cpk=Min (45-31, 31 - 10)

3*4.5 3*4.5

Cpk = Min (1.04,1.56) = 1.04

The Capability Index for this process is 1.04