TS Ltd does a form of Level 0 support for major consumer goods manufacturers. TS operates two shifts, wherein customers call in toll-free. and TS operatives register the issues along with the customer details. . The SLA for the monthly AHT across the team is 50 seconds 2. The SLA for the variance of the monthly AHT across the team is 9 seconds TS management has received complaints regarding the quality of service, especiallvthe curtness of the operators (AHT is much less than 50 seconds). - They brought in Kumar to clean up the operations - Operators were retrained on good telephone etiquette and on why the script must be followed - Kumar also brought a sharp focus on basic metrics and published a weekly dashboard - Three months have passed since Kumair arrived - Kumar needs to know whether there has been any improvemen Test at o = 5% whetherthe variance of Shift 2 is less than the variance of Shift1 in the 3"1 month. The tab \"variances" in AHT.xls has the data and the sample statistics appear below. Shift 1 Shift 2 n 17 Operators 34 Operators Variance 27.9853 24.4314