In one paragraph preview the case facts and background. Do not duplicate what is in the case itself.

The body of the report addresses Questions $1-5$ in a clear, concise and cohesive manner. This report should be business like, organized and methodical.$$Please note: each question should become a section title.

Define and draw the customer benefit package, and state TAS$$s mission, strategy, and rank order of competitive priorities.

Identify and briefly describe the eight $$design$$ features, described in Sections $5\mathrm{.}4$ and $5\mathrm{.}5,$ of the $($a$)$ service$-$delivery system and $($b$)$ service encounters.

Identify and briefly describe five processes TAS stores use and their relative importance.

Given your analysis of the survey data, what opportunities for improvement, if any, do you recommend?

Summarize your final recommendations to the CEO.