homeworks1,2, and 3

PROBLEM #1 Worth 25 points

Jeff is the branch manager at a local bank. Recently, Jeff’s been receiving customer feedback saying that the wait times for a client to be served by a customer service representative are too long. Jeff decides to observe and write down the time spent by each customer on waiting. This data was taking on Monday morning between 9:00 am and 11:30 am. Here are his findings from observing and writing down the wait times spent by 50 customers:

Draw a histogram using Excel and write down your conclusions. What is the average wait time in line based on the number of customers? What do you think Jeff should suggest in order to reduce the time that customers are in line?

PROBLEM #2 Worth 25 points

Set up X-bar and R charts on the process and make conclusions. Is this process out of control? What could you conclude based on the result of the charts? Do you consider 2 weeks enough time to run another test and make some improvements? What recommendations would you make as an Engineer?

PROBLEM #3 Worth 25 points

Now, Jeff has another task to do. He was asked to keep track of the different reasons people phone the bank. Those answering the phones place a mark on their check sheet in the row a most representative of the customers questions. This data was collected from 6 months. Give the following check sheet, make a Pareto diagram and write down conclusions.