Riverview Clinic has started a customer satisfaction program. In addi-
tion to other questions, each patient is asked if he is satisfied with his
overall experience at the clinic. Patients can respond “yes,” they were
satisfied, or “no,” they were not satisfied. Typically, 200 patients are
seen at the clinic each day. The data collected for two months are
shown below.
Day
1
2
3
4
5
6
7
8
9
10
11
12
13
14
Proportion of
patients who
were unsatisfied
0.17
0.13
0.15
0.22
0.16
0.13
0.17
0.17
0.11
0.16
0.15
0.17
0.17
0.12
Day Proportion of
patients who
were unsatisfied Day Proportion of
patients who
were unsatisfied
15
16
17
18
19
20
21
22
23
24
25
26
27 0.15
0.14
0.13
0.15
0.15
0.22
0.19
0.15
0.12
0.16
0.18
0.14
0.17 28
29
30
31
31
33
34
35
36
37
38
39
40 0.18
0.19
0.14
0.19
0.10
0.17
0.15
0.17
0.15
0.15
0.15
0.14
0.19
a. Construct a p-chart using the collected data.
b. Is the process in control?
c. On average, how many patients are satisfied with Riverview Clinic’s
service? If Riverview wants 90 percent (on average) of patients to be
satisfied, what should the clinic do next?
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