Use Minitab to construct a control chart for the above data. Answer:

Question

Exhibit

Options

• AProvide better procedures for customer service personnel
• BRestrict access to customer data
• CHave supervisors available to answer more questions
• DUtilize employee involvement

• A
  5% (1)
• B
  5% (1)
• C
  14% (3)
• D
  77% (17)

Explanation

Utilizing employee involvement (D) is the cornerstone of Statistical Process Control (SPC) philosophy - control charts like those built in Minitab are tools meant to empower frontline workers to identify, understand, and correct process variation at the source, since they have the most direct knowledge of the process.

Why the distractors are wrong:

• A (better customer service procedures) is a top-down administrative fix that doesn't address root causes identified by the control chart.
• B (restrict access to customer data) is a security measure unrelated to the process improvement purpose of control charts.
• C (supervisors available for questions) relies on management intervention rather than the workers who operate the process daily and best understand its variation.

Memory tip: Think of control charts as a conversation starter with employees, not a report card for managers - the "C" in SPC stands for Control, and control is best achieved by involving the people closest to the process. When in doubt on SPC questions, the answer that empowers workers over imposing external fixes is almost always correct.

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