The CEO of a large metropolitan health-care facility would like to assess the effect of the recent implementation of the Six Sigma management approach on customer satisfaction. A random sample of 100 patients is selected from a list of patients who were at the facility the past week and also a year ago:

a. At the 0.05 level of significance, is there evidence that satisfaction was lower last year, prior to introduction of Six Sigma management?
b. Compute the p-value in (a) and interpret its meaning.

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SATISFIED NOW SATISFIED LAST YEAR Yes N Total Yes No 675 20 8 28 87 13 72 0 Total 100