A satisfied customer is the most important goal of this company! was the opening remark of the

€œA satisfied customer is the most important goal of this company!€ was the opening remark of the corporate president, Alice Nunes, at the monthly executive committee meeting of Santiago Company. The company manufactures tube products for customers in 16 western states. It has four divisions, each producing a different type of tubing material. Nunes, a proponent of total quality management, was reacting to the latest measures of quality from the four divisions. The data for the four divisions follow.

Why was Nunes upset? Which division or divisions do not appear to have satisfied customers? What criteria did you use to make yourdecision?

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Brass Plastics Aluminum Copper Company Division Division Division Division Averages Vendor on-time delivery 97.20% 91.40% 98, 10% 88.20% 93.73%. Production quality rates (defective parts per million) 1,440 2,720 ,370 4,470 2,500 On-time Returned Number of shipments 89.20% 78.40% 91.80% 75.60% 83.75% orders 1.10% 4.60% 0.80% 6.90% 3.35% customer complaints 24 56 10 Number of warranty claims 12 14 9.3 Rounded