Acme (NC) has long used a central telephone/Internet customer support center based in Jamaica. Data collected by the center show that last year, all but five (5) of every 100,000 calls/accesses received by the center were satisfactorily handled within the targeted time of two hours.
- What is the highest “sigma rating” that the Jamaica customer support center can claim?Show how you reached this rating.
- After Acme Mexico City (AMC) begins operations next year, should the Jamaica center support AMC’s customers?Why or why not?
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