The Great Outdoors Clothing Company is a mail-order catalogue operation. Whenever a customer returns an item for a refund, credit, or exchange, he or she is asked to complete a return form. For each item returned the customer is asked to insert a code indicating the reason for the return. The company does not consider the returns related to style, size, or €œfeel€ of the material to be a defect. However, it does consider returns because the item €œwas not as described in the catalogue,€ €œdidn€™t look like what was in the catalogue,€ or €œthe color was different than shown in the catalogue,€ to be defects in the catalogue. The company has randomly checked 100 customer return forms for 20 days and collected the following data for catalogue defects:

Construct a control chart using 3σ limits to monitor catalogue defects and indicate if the process is in control. Use pattern tests to verify an in-controlsituation.

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Number of Catalogue Defects Number of Catalogue Defects Sample Sample 10