1) What type of statistical process control chart is appropriate for this question?

a) p-chart

b) c-chart

c) x and r-chart where standard deviation is known

d) x and r-chart where standard deviation isn't known

To monitor performance, the phone help desk for a technology company is interested in setting standards for the time their staff spend with customers who have called in for service. They want to track performance and are proposing setting up process control chart(s) for telephone calls. They tracked four different agents for five days and the data is presented below. The time is in minutes spent on the phone doing reservations. Clerk Mon Tues Wed Thurs Fri Alice 16 15 22 20 23 Bill 24 23 20 19 19 Janice 18 16 19 22 24 Mike 15 21 22 23 20 Choose the appropriate chart(s) and establish upper and lower control limits for the average time spent per customer on the phone. Are all the clerks currently doing a reasonable job managing their time on the phone? A fifth clerk, Carl, spends on average 14 minutes per day and with a range of 14 minutes on the phone doing reservations. Is his performance within acceptable limits