=+16-19 KK Non-financial measures of quality and time OBJECTIVES 2, 4 Roman Mobile Phones Ltd (RMPL) has developed a mobile phone that can be used anywhere in the world (even in countries like Japan that have a relatively unique mobile phone system). RMPL has been receiving complaints about the phone. For the past two years, RMPL has been test marketing the phones and gathering non-financial information related to actual and perceived aspects of the phone’s quality. It expects that, given the lack of competition in this market, increasing the quality of the phone will result in higher sales and thereby higher profits.

Quality data for 2013 and 2014 include the following:

2013 2014 Mobile phones produced and shipped 2000 10 000 Number of defective units shipped 100 400 Number of customer complaints 150 250 Units reworked before shipping 120 700 Manufacturing lead time 15 days 16 days Average customer response time 30 days 28 days Required 1 For each year, 2013 and 2014, calculate: