Question

You have just set up a customer satisfaction monitoring system
for your new restaurant. Each week you ask 20 randomly selected
customers to respond to a simple questionnaire. One question asks,
“Are you satisfied with the quality of service in this restaurant?”
You have been conducting this study for the last 10 weeks and
calculate that 93% of the customers have responded “yes” to your
question. Set up a p-chart with two standard deviation control
limits so you can determine if there has been a change in the
perceived quality of your service. What are the control limits for
a chart that controls the “percentage of dissatisfied customers”?
(Select the closest answer. Note that your answer may differ
**slightly** due to rounding error.)

A.
.24
-.10

B. .24 .0

C. .12 .01

D. .18 .0

E.
.18
-.04

Answer #1

**ANSWER: D.
.18
.0**

p-chart is used for monitoring proportion defective.

In this case, it is given that 93% of the customers have responded "yes" to the question of satisfaction. In case of service, dissatisfaction is considered as a defect.

Therefore, average proportion defective, p̅ = 1 - 0.93

= 0.07

Sample size, n = 20

Standard deviation, σ_{p} = √(p̅(1-p̅)/n)

= sqrt(0.07*(1-0.07)/20)

= 0.057

2 sigma control limits:

UCL = p̅ + 2*σ_{p} = 0.07+2*0.057 = 0.18
*(rounded-off)*

LCL = p̅ - 2*σ_{p} = 0.07-2*0.057 = -0.04 ~
0 *(if the calculated value is negative, then LCL is
considered as 0)*

**ANSWER: UCL = 0.18 , LCL = 0**

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