Carl is the quality control manager of a large bank. Undertaking the performance review of their call center unit, Carl has requested that the call center director records daily the percentage of new customer files (completed by the call center employees) containing errors or being incomplete. Carl is currently studying the data he received from the call center director. The chart below shows the daily performance of 10 employees of the call center. UCL and LCL stand for the upper control limit and lower control limit, respectively.
a) Is the process capable (at 6-sigma level)? Why?
7 UCL 1 LCL 1 2 3 6 7 8 17 18 19 20 4 10 11 12 13 14 15 16 Day + LO st Percentage of errors
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