let x = length of item
we want to find P(x < 19.6) for N(16.8,1), which is a non-standard normal distribution.
To find that probability we need to convert above inequality to standard normal distribution: N(0,1), so we can utilize standard normal probability table.
This is done by translating x to z-statistic = (x - mean)/std, so above inequality becomes:
P ( z < (19.6 - 16.8)/1) = P(z < 2.8) = 0.9974