A call center wants phone calls with customers to average, Operation Management

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A call center wants phone calls with customers to average

A call center wants phone calls with customers to average 30 minutes (ranging between 33 and 36 minutes). Their historical process mean has been 30 minutes with a standard deviation of 0.50 minutes. What is the process capability index of the call center?

The mean phone call duration has decreased to 28 minutes. What is the new process capability index? Is the call center in control?

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Operation Management: A call center wants phone calls with customers to average

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Operation Management: A call center wants phone calls with customers to average

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