Howe Curtin, 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 last six months:

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January February March April May June 36 296 100% 90% 80% 100% 29% 3% Percentage of complaints Percentage of on-time deliveries Number of orders 2% 100% 500 3% 85% 396 600 700 800 800