An electric utility tracks the response time to customer-reported outages. The d

Question

An electric utility tracks the response time to customer-reported outages. The data in the following Table are a random sample of 40 of the response times (in minutes) for one operating division of this utility during a single month.

(a) Use normal probability plot to check if the response times follows a normal distribution. Explain the p-value in the normal probability plot.

(b) Conduct a process capability analysis, including Cp, Cpk, and overall PPM based on a target response time of 2 hours.

(c) If the quality loss is $10 for each response time exceeding 2 hours, estimate the Cost of Poor Quality (COPQ) using the PPM from part (b). Use 1 million calls as a baseline.

80 102 86 94 86 106 105 110 127 97 110 104 97 128 98 84 97 87 99 94 105 104 84 77 125 85 80 104 103 109 115 89 100 96 96 87 106 100 102 93

Explanation / Answer

An electric utility tracks the response time to customer-reported outages. The d

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