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 defective. Every day, samples are drawn from the
process and defects measured. Each sample is of size 100. Table 19.11 has 30
such samples drawn over a two-month period.
(a) Set up a control chart for the process
(b) Is the process under control? Plot the
samples on the control chart.