Computer House Call Company has been in business for 15 years and was once considered a leader in the home computer diagnostic and repair industry. The company has relied on its highly trained and experienced technicians to maintain its reputation, however, the new quality manager has analyzed technician reports for the past three years and the analysis indicates a steady increase in the number of issues found during post-diagnostic analysis. During the same timeframe, accounting has reported an increase in requests for refunds or discounts from customers complaining about continued computer problems and inadequate computer performance. To resolve these issues, the quality manager proposes using a process improvement methodology. In an effort to gain management approval for a process improvement methodology, the quality manager should collect and present data on which of the following.