A Quality Control Chart Is Used to Monitor the Customer

question 26

Multiple Choice

A quality control chart is used to monitor the customer wait time at a local call center. Sample means of five times are averaged and plotted over time. The last five sample means show a trend of increasing sample means. The process is ________.

• A)out of control
• B)in control
• C)improving
• D)showing chance variation

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Definitions:

Strategic Competitiveness

The ability of an organization to formulate and implement strategies that secure a sustainable competitive advantage in the market.

Threaten

To express intention to cause harm or take adverse action against someone in order to induce them to do or abstain from doing something.

Affirmative Action Programs

Policies designed to increase the employment opportunities for minorities and other underrepresented groups by taking positive steps to hire them.

Protected Groups

Categories of people who are legally shielded from discrimination on the basis of characteristics such as race, gender, age, or disability.