1. In your own words, explain the similarities and differences between manufacturing and service operations. How do the examples presented above illustrate your points?
2. How do the service factors of intangibility, customization, and unstorability generally influence the provision of services? How do these factors specifically impact the air travel and home repair industries?
3. Describe how process flowcharts may be helpful for methods improvement in airline service operations. What kinds of information would you hope to gain from the flowcharts?
4. Consider the following statement: It is well known that airlines have had difficulties making profits during the past few years. Increased fees and the declines in service quality that consumers are experiencing are the direct result of airlines having to decrease their costs in order to increase their profitability. Do you agree or disagree with the statement? Defend your answer.