CASE STUDY $5\mathrm{.}1$ LIQUI$-$GAS ENJOYS A LESSON IN

SERVICE QUALITY $.$ Decide what key points Jan should make in the presentation to the Global Marketing

Director. As an exercise, it is useful to prepare a set of presentation slides that

Jan could use. Remember that the Global Marketing Director likes hard facts,

and believes that to manage something you have to be able to measure it$.$ Provide

evidence to support the proposed actions.