An electric utility tracks the response time to customerrepo

An electric utility tracks the response time to customer-reported outages. The data in the following Table are a random sample of 40 of the response times (in minutes) for one operating division of this utility during a single month.

(a) Use normal probability plot to check if the response times follows a normal distribution. Explain the p-value in the normal probability plot.

(b) Conduct a process capability analysis, including Cp, Cpk, and overall PPM based on a target response time of 2 hours.

(c) If the quality loss is $10 for each response time exceeding 2 hours, estimate the Cost of Poor Quality (COPQ) using the PPM from part (b). Use 1 million calls as a baseline.

Solution