The National Bank of Warwick is concerned with complaints from customers about its drive-through window operation. Customers complain that it sometimes takes too long to be served and since there are often cars in front and back of a customer, they cannot leave if the service is taking a long time. To correct this problem the bank installed an intercom system so the drive-through window teller can call for assistance if the line backs up or a customer has an unusually long transaction. The bank”s objective is an average custome”s waiting and service time of approximately 3 minutes. The bank”s operations manager wants to monitor the new drive-through window system with SPC. The manager has timed five customers” waiting and service times at random for 12 days as follows:
Sample
Observation Times (min)
1
2
3
4
5
1
3.05
6.27
1.35
2.56
1.05
2
7.21
1.50
2.66
3.45
3.78
3
3.12
5.11
1.37
5.20
2.65
4
2.96
3.81
4.15
5.01
2.15
5
3.25
3.11
1.63
1.29
3.74
6
2.47
2.98
2.15
1.88
4.95
7
6.05
2.03
3.17
3.18
2.34
8
1.87
2.65
1.98
2.74
3.63
9
3.33
4.15
8.06
2.98
3.05
10
2.61
2.15
3.80
3.05
3.16
11
3.52
5.66
1.18
3.45
2.07
12
3.18
7.73
2.06
1.15
3.11
Develop an -chart to be used in conjunction with an R-chart to monitor this drive-through window process and indicate if the process is in control using these charts.
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