For the past two years, Value Mobile has been working to improve the quality of its phones. Data for 2019 and 2020 follows (in thousands of phones):

	2019	2020
Cell phones produced and shipped	3819	16920
Number of defective units shipped	142	498
Number of customer complaints	234	383
Units reworked before shipping	185	867
Manufacturing cycle time (days)	17	19
Average customer response time (days)	33	31

Required:

1. For each year, 2019 and 2020, calculate the following:
2. percentage of defective units shipped
3. customer complaints as a percentage of units shipped
4. percentage of units reworked during production
5. manufacturing cycle time as a percentage of total time from order to delivery

Required:
1. For each year, 2016 and 2017, calculate the following:
a.	Percentage of defective units shipped
b.	Customer complaints as a percentage of units shipped
c.	Percentage of units reworked during production
d.	Manufacturing cycle time as a percentage of total time from order to delivery
			2016	2017
		Percentage of Defective Units Shipped
		Customer complaints as a % of units shipped
		Percentage of units reworked during production
		Manufacturing cycle time as a percentage of total time from order to delivery

Referring to the information computed in requirement 1, explain whether Value Mobiles quality and timeliness have improved. Be specific.

From a Balanced Scorecard perspective, what performance measures should be used to incentivise managers? Explain why.