Wandering Mobile Phones Ltd (WMPL) 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. WMPL has been receiving complaints about the phone. For the past two years, WMPL 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 2017 and 2018 include the following (in thousands of phones): Mobile phones produced and shipped Number of defective units shipped 2017 2018 2500 10000 125 400 Number of customer complaints 190 250 Units reworked before shipping 150 700 Production cycle time 13 days 14 days Average customer-response time 28 days 26 days REQUIRED 1. For each of 2017 and 2018, calculate: a. percentage of defective units shipped b. customer complaints as a percentage of units shipped c. percentage of units reworked during production d. production cycle time as a percentage of total time from order to delivery. 2. Referring to the information calculated in requirement 1, explain whether RMPL's quality and timeliness have improved. 3. Explain how to calculate manufacturing cycle time and customer-response time, and why manufacturing cycle time has increased while customer-response time has decreased