Question: Joan is the operations manager at Dark Light Communications, a services company. She has been told that the Operations function needs to pay more attention

Joan is the operations manager at Dark Light Communications, a services company. She has been told that the Operations function needs to pay more attention to the "service package" in order to be able to support the competitive priorities of the business. What would you advise her in evaluating the service package, especially in this high customer contact business?

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