2. What factors should you consider in deciding which process type is appropriate for providing your product or service? Be able to recommend a type of transformation process for a given scenario.

3. When designing and delivering services, what are the common gaps between the customer's wants/needs/expectations and the services being offered?

1. When we talk about experience curves, learning curves, and economies of scale, what variable has a relationship with average unit cost? What does the relationship (curve on a graph) look like?

2. When we talk about the Lead, Lag, or Stay-Even Model, under what circumstances would a manager most likely want to assume each of those 3 positions (lead, lag, stay-even)? (not covered in book--see slides)

3. What are different ways a manager can add (or reduce) capacity in the medium-term and short-term? Which methods of adjusting capacity manage supply, and which ones manage demand? (slides cover this better than book)