Apply process improvement principles to enhance organizational performance and value.

Customer Service Essentials

Consider the following questions based on customer service essentials:

• Why are there economies of scale in queuing systems?
• What are the pros and cons of pooled-queue systems and separate-queue systems? Provide examples along with your opinion of the best option.
• Provide an example of how variability can reduce capacity. Once compromised, how can capacity be restored?

Complex Projects

Consider the most complex project you've ever been involved in. Briefly describe the project, giving examples of the following as they pertain to the project.

• The work breakdown structure
• Tasks
• Subtasks
• Work package

Were you on the critical path? Additionally, explain the role the project manager played in managing the project's success or failure. Include an example.