Instructions: Read the case BELOW and respond to ALL items on the lines provided. Response should be supplied in complete sentences: Changes to Operational Plan Steve is the Operations Manager at Zipline Excursions Limited, a privately owned company that offers exhilarating rides from a breathtaking view, 6000ft above the ground. Located in the hills of St. Ann, the company operates three ziplines from the point of entry to three separate destinations, Green Gratto Caves, Dunn's River Falls and Dolphin Bay: During the tourist season, Zipline Excursions makes profits of approximately $8 billion USD annually. Staff satisfaction and retention has never been higher, since Zipline excursions ensures that their staff is compensated in accordance with the high levels of risk associated with working for the company. Recently, a belf technician, while testing the zipline, was severely injured and had to have a leg amputated because of the injury. Zipline Excursions paid all the medical expenses that the staff health insurance did not cover and assured him they would assist in any other way possible. The injured employee sued Zipline Excursions for ten billion dollars ($10,000,000) and won the case. The negative publicity the company experienced, caused revenue to decline rapidly and significantly. Zipline Excursions had some changes to make if they were going to stay in business. 16. State the main issue in the case (2 marks) 17. Suggest ONE (1) example of a change in operations at Zipline Excursions Limited, that may have resulted from the lawsuat. ( 2 mark) 18. Outline TWO (2) idea generating techniques that can be used at Zipline to achieve total quality management. (4 marks)) 19 Explain THREE (3) areas that could be included in an operation plan to ensure continuous improvement in the systems at Zipline Excursions. (6 marks) 20. Recommend TWO (2) ways in which effectrve leadership could be used to improve the systems at Zipline Excursions. (4mark