Question: Problem 2

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.

a. Calculate cp for this process.

b. Calculate cpk for this process.

c. Based on the above calculations, is this process capable of meeting the director’s specifications?