Instructions Assignment: Chapter 5 Case: Tom's Auto Service (p. 137, Q. 1-5). In a maximum of 4 pages, write a paper that addresses the following questions: 1. Define and draw the customer benefit package and state TASs mission, strategy, and rank order of competitive priorities. 2. Identify and briefly describe the eight "design" features, described in Sections 5.4 and 5.5, of the (a) service delivery system and (b) service encounters. 3. Identify and briefly describe five processes TAS stores use and their relative importance. 4. Given your analysis of the survey data, what opportunities for improvement, if any, do you recommend? 5. Summarize your final recommendation to the CEO