Answer the discussion questions regarding the case study from the textbook. They are listed here:

What are the service management characteristics of the CSR job?

Define the mission statement'and strategy of the Help Desk. Why is the Help Desk important? Who are its customers?

How would you handle the customer affected by the inaccurate stock price in the bank's trust account system? Would you take a passive or proactive approach? Justify your answer.

Using the data on call volume in the accompanying table, how would you forecast short$-$term. demand?

Justify your responses and explain what criteria you used to confirm your answers.

Hint: Use both statistical forecasting methods from chapter $11$ to solve this case. Then compare and contrast those methods as your explanation for how you would forecast. Be specific in your justification of the method you selected.