Why is DAV using SPC? What are the primary challenges in applying Statistical Process Control to a service industry compared with manufacturing?

2. If you were to explain the concept of a p-chart to a group of bank tellers without a background in SPC, in about 30 minutes, how would you do it?

3. How large should each sample be for the experiment Schoss and Kluck describe on page 7?

4. The first 12 weeks of the data in Exhibit 4 represent the diagnostic period for the Policy Extension Group. What are the 3-sigma control limits for the process? In which of the subsequent weeks is the process out of control (if any)?

5. Develop specific implementation plans for solving the problems facing Annette Kluck that are described on page 9 of the case.

6. How would you now begin improving the performance of the operation?