Hal Justin, the manager of a hotel that caters to traveling businesspeople, is reviewing the nonfinancial measures of quality for the hotel€™s dry cleaning service. Six months ago, he contracted with a local dry cleaning company to provide the service to hotel guests. The cleaner promised a four-hour turnaround on all dry cleaning orders. Comment on the following measures for the past sixmonths.

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lanuary February March Apri May June I% 2% 2% 1% 80% 85% 100% Percentage of complaints 1% 2% Percentage of on- time deliveries Number of orders 100% 300 75% 400 100% 400 500 600 600