After a number of complaints about its tech assistance, a computer manufacturer examined samples of calls to determine the frequency of wrong advice given to callers. Each sample consisted of 100 calls. Determine 95 percent limits. Is the tech assistance process stable (ie, in control)? Explain. SAMPLE
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Number of errors 5 3 5 7 4 6 8 4 5 9 3 4 5 6 6 7

Explanation:

From the information given:

Total defectives = 87

Total observations = 1600

At 95% confidence interval;

critical value   = 1.96

Proportion (P) of defect = total defectives/total observations

P =  87/1600 = 0.0544

Since: P + Q = 1

Q = 1 - P

Q = 1 - 0.0544

Q = 0.9456

The average sample size = 100

Standard deviation

The upper control limit UCL =

= 0.0544 + (1.96 × 0.02270)

= 0.098892

The lower control limit LCL =

= 0.0544 - (1.96 × 0.02270)

= 0.009908

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