Q1. Productivity and quality are both key facets of the service process. Using the academic literature, explain how your organisation will balance the quality of its service whilst maximising its productivity.
Q2. Construct a simple blueprint for one service process in your organisation.
Q3. Select any two methods for managing capacity and explain how these could be used to better match supply and demand for a service offered by your organisation.
Q4. Explain how your employees can affect the quality of service received by your external customer. What measurements could you use to gauge and manage the satisfaction of your employees?
Q5. Choose any service quality model as described in Chapter 12, and analyse and apply the model to your own organisation.