A major airline is interested in monitoring customer satisfaction with its baggage handling process. To do so, each day the airline randomly selects 100 customers and surveys them to determine if they are satisfied or not with the service provided. After 20 samples, a total of 260 unsatisfied customers were counted. The appropriate control chart for these data is the
A) p chart
B) x-bar chart
C) R chart or s-bar chart
D) c chart
E) R chart

Question

Quizplus · Accepted Answer

The appropriate control chart for monitoring customer satisfaction is the p chart, which is used for monitoring the proportion of nonconforming items in a sample. In this case, the proportion of unsatisfied customers is being monitored. The p chart is recommended for attribute data, when the sample size is large (over 50), and when the underlying distribution is binomial. In this case, the sample size is 100, which is large, and the underlying distribution is binomial (customers are either satisfied or not satisfied). The other chart options (x-bar chart, R chart or s-bar chart, c chart, and R chart) are all used for monitoring different types of data or variables (such as measurements), and are not appropriate for monitoring customer satisfaction with a categorical variable.

A Major Airline Is Interested in Monitoring Customer Satisfaction with Its