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Lean Six Sigma Service Excellence by Gerald Taylor

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APPENDIX B: CHAPTER 5 EXERCISE ANSWERS

APPENDIX B:CHAPTER 5EXERCISE ANSWERS

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HISTOGRAM EXERCISE

Understanding Call Center Efficiencies

Number of data points N = 100
Range R = 217 – 192 = 25
Classes K = 10
Class width H = 25/10 = 2.5 rounded up to 3

Histogram for Average Handling Time

The call center’s ability to meet its efficiency standard varies. The mean time to process calls to the center is 3.3 minutes—well within ...

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