Sunny Dale Bank Example 6.2 Sunny Dale Bank management determined the mean time to process a customer is 5 minutes, with a standard deviation of 1.5 minutes. Management wants to monitor mean time to process a customer by periodically using a sample size of six customers. Design an x-chart that has a type I error of 5 percent. That is, set the control limits so that there is a 2.5 percent chance a sample result will fall below the LCL and a 2.5 percent chance that a sample result will fall above the UCL. Sunny Dale Bank x= = 5.0 minutes  = 1.5 minutes n = 6 customers z = 1.96 Control Limits = + z UCLx = x x UCLx = 5.0 + 1.96(1.5)/ 6 = 6.20 min = – z LCL = x x x x = /n LCLx = 5.0 – 1.96(1.5)/ 6 = 3.80 min After several weeks of sampling, two successive samples came in at 3.70 and 3.68 minutes, respectively. Is the customer service process in statistical control? © 2007 Pearson Education
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