Question:

I am running a message center. My call center director specifies that each customer call must be answered within 5 to 9 seconds. After studying my call center phone answering process, I have determined that the average time to answer a customer call is currently 6.4 seconds with a standard deviation of 0.6 seconds.

1. Calculate c p for this process.
2. Calculate c pk for this process.
3. Based on the above calculations, is this process capable of meeting the director’s specifications?

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