MountainMole Foods has decided to use the perfect order measurement approach to track its logistics performance.
According to MountainMole, a perfect order is one that (1) is delivered on time, (2) arrives in one complete shipment, (3) arrives undamaged, and (4) is correctly billed. MountainMole has the following performance figures for the past four years:
a. Calculate performance for each of the four years. What is the overall trend in the performance, if any? What factors explain the results?
b. If you were looking to improve MountainMole’s logistics performance, what areas might you concentrate on, based on these results?

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YEAR 2009 2010 2011 2012 Total shipments 100,000 150,000 175,000 190,000 On-time 95,000 145,000 170,000 180,000 shipments Complete shipments Undamaged shipments Correctly billed shipments 99,000 142,500 157,500 161,500 98,000 147,500 173,000 189,000 55,000 97,500 132,000 161,500