Tombro Industries is in the process of automating one of its plants and developing a flexible manufacturing system. The company is finding it necessary to make many changes in operating procedures. Progress has been slow, particularly in trying to develop new performance measures for the factory.

In an effort to evaluate performance and determine where improvements can be made, management has gathered the following data relating to activities over the last four months:

$\backslash$table$[[.-2+20,$Month$],[1,2,3,4],[$Quality control measures:$],[$Number of defects,$205,183,144,98],[$Number of warranty claims,$66,59,50,47],[$Number of customer complaints,$122,116,99.,78],[$Material control measures:,$-,,,],[$Purchase order lead time,$10.$ days,$9$ days,$7$ days,$5$ days$],[$Scrap as a percent of total cost,$1\%,1\%,2\%,3\%$