Uconverse Ltd produces mobile phone equipment. The chief executive officer, Julie Winters, introduced a quality- improvement program four years ago and mobile phone users have ranked it fourth in product quality in a 2016 survey. The chief executive officer hands you the following information and asks you to evaluate the program. 2017 2018 2019 2020 Customer returns $594,000 $510,000 $263,000 $186,000 Design reviews $30,000 $218,000 $198,000 $196,000 Final testing $327,000 $327,000 $302,000 $202,000 Incoming inspections $109,000 $124,000 $89,000 $55,000 Machine maintenance $480,000 $480,000 $440,000 $290,000 Rework $226,000 $206,000 $166,000 $115,000 Scrap $127,000 $124,000 $68,000 $65,000 Supplier training $21,000 $90,000 $45,000 $35,000 Warranty repairs $182,000 $89,000 $70,000 $67,000 Total revenues $8,220,000 $9,180,000 $9,260,000 $9,050,000