After a number of complaints about its directory assistance, a telephone company examined samples of calls to determine the frequency of wrong numbers given to callers. Each sample consisted of 100 calls.
SAMPLE 1 2 3 4 5 6 7 8
Number of errors 5 3 5 7 4 6 8 4
SAMPLE 9 10 11 12 13 14 15 16
Number of errors 5 9 3 4 5 6 6 7
a.) Set the control limits to include 95% of random variation in complaint rate.
b.) Plot the values of the sample statistic on a chart. Comment on the results.
c.) Discuss THREE major management decisions related to the use of the control charts.
Answers: 3
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