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1. Production of services is spontaneous as opposed to manufacture of goods which is spread over a time period. What managerial policy implications does this distinction have for increasing service content in a traditionally manufacturing industry? 2. What is controlled flexibility? Discuss in the context of managing services, 3. Take up a sales order. Trace it for all the moments of truth. If you were to handle the sales order the next time over, how would you do it differently? 4. How can the inverted pyramid and the traditional vertical hierarchical pyramid coexist? Discuss. 5. Give two instances as to how a people-directed service can be converted into a things- directed service? Explain. Does such a conversion have any specific advantages? Also explain as to what could be the disadvantages. 6. A government hospital is overcrowded. How would you, as the hospital's chief administrator, manage the capacity? Elaborate. 7. Explain the links, in the Service Triangle, between people and customer, and the service strategy and people