"A satisfied customer is the most important goal of this company!" was the opening remark of the corporate president, Alicia Les, at Wonder Tube Company's monthly executive committee meeting. The company manufactures tube products for customers in 16 western states. It has four divisions, each producing a different type of tubing material. Les, a proponent of total quality management, was reacting to the latest measures of quality from the four divisions. The data for the four divisions follow.
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