"A satisfied customer is the most important goal of this company!" was the opening remark of the corporate president, Alicia Les, at Wonder Tube Company's monthly executive committee meeting. The company manufactures tube products for customers in 16 western states. It has four divisions, each producing a different type of tubing material. Les, 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 Les upset? Which division or divisions do not appear to have satisfied customers? What criteria did you use to make your decision?

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BrassPlastics Aluminum Copper Company Division Division Division Divii Averages 9720% Vendor on-time delivery Production quality rates 96.30% 90.50% 87.10% 92.61% (defective parts per million) On-time shipments Returned orders Number of customer complaints Number of warranty claims 1,300 2,600 1,200 4,300 73.50% 2,400 87.10% 1.00% 20 76.30% 4.00% 52 89.70% 0.75% 6 81.65% 3.00% 34 9 58 13