Question: For the past two years, Value Mobile has been working to improve the quality of its phones. Data for 2016 and 2017 follows (in thousands

For the past two years, Value Mobile has been working to improve the quality of its phones. Data for 2016 and 2017 follows (in thousands of phones):

2016 2017
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

2016 2017
Percentage of Defective Units Shipped 3.7% 2.9%
Customer complaints as a % of units shipped 6.1% 2.3%
Percentage of units reworked during production 4.8% 5.1%
Manufacturing cycle time as a percentage of total time from order to delivery 34.0% 38.0%

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

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