…An insurance service provider monitors the process of handling customer queries for new insurance quotes using a control chart. The process has five steps and after preliminary analysis a set of parameters was identified as critical. If these parameters were not properly addressed, then the process is considered to be defective. Every day samples are drawn from the process and defects were measured. Each sample is of size 100. The table below has 12 such samples drawn over a one- month period.
Sample 1 2 3 4 5 6
No of defectives 12 13 10 16 3 7
Sample 7 8 9 10 11 12
No of defectives 14 19 20 17 8 18
(a) Set up a control chart for the process using K=2 and K=3 [4]
(b) Check whether the process is under control or not using both values of K. [4]
(c) Suppose you want to measure the performance of an airline company in terms of quality of services being offered to its customers. Can the similar control chart be used for this purpose? Explain in brief.
Sample 1 2 3 4 5 6
No of defectives 12 13 10 16 3 7
Sample 7 8 9 10 11 12
No of defectives 14 19 20 17 8 18
(a) Set up a control chart for the process using K=2 and K=3 [4]
(b) Check whether the process is under control or not using both values of K. [4]
(c) Suppose you want to measure the performance of an airline company in terms of quality of services being offered to its customers. Can the similar control chart be used for this purpose? Explain in brief.
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