Nonfinancial Measures of Product Quality. Howard Pen Company manufactures expensive calligraphy pens in two of its Ohio plants. One plant is located in Cleveland, and the other is in Columbus. The pens produced are similar but not identical. Moe Howard, the president, wishes to evaluate the quality of production in each plant. He has asked the two plant managers, Larry Fine of Cleveland and Jerome (Curly) Howard of Columbus, to provide certain performance measures for the most recent year. After he threatened to tear their tonsils out, he received the following data from his two plant managers:

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Provide an analysis of product quality performance for the two plants.

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Cleveland Plant Columbus Plant Number of pens produced and sold Number of parts in each pen.. 20,000 20,000 7 5 Number of unique parts in each pen.. 3 1 Percentage of pens returned by customers 2% 5% Dollar amount of scrap $250 $370 Percentage of defects in parts received 3% 4% Dollar percentage of defects in parts received. 3.5% 3.2% Number of warranty claims...... 22 39 Amount of pens that needed rework 950 1,400