Every operation has to choose between different processes for delivering its products and services. For example, a bank can offer its services through its branch network, using telephone-based call centres or using an internet-based service.
(a) Choose a service that, like the bank’s, could be delivered in different ways. For example, you could choose education courses (that can be delivered full-time, part-time, distance learning, or e-learning, etc.) or a library (using a fixed facility, a mobile service, internet-based service, etc.) or any other similar service.
(b) Evaluate each alternative delivery process in terms of its feasibility, acceptability and vulnerability.
(c) What might influence the relative importance of feasibility, acceptability and vulnerability for your chosen service?