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Bo Give an example for each of the other 4 gaps. Identify the possible failure points or pain points in dine-in service at a McDonald's restaurant using: i) service blueprinting ii) moment of truth concept Bungee jumping has been one of the most extreme recreational activities ever introduced to thrill seekers. But recently, there is an alternative in the form of rope swing. While both involve jumping off a platform in various ways, but one has bounce backs and the other just swings you back and forth. Although both extreme activities have their risks of accidents, a lot of precautions are taken to ensure participants' safety. Nevertheless, one can never be too certain that it is going to be a smooth and safe ride, given its extreme nature. Only a few months ago, our country was devastated to hear about a rope swing mishap at Kuala Kubu Baru on Sept 27, 2020 that left a female adventurer with a broken back. Siti Halijah Abd Rahim, 33, suffered a spinal fracture when the rope snapped, and she smashed into a rock and fell into a river at the popular tourist destination. Educate yourself about the tools, techniques, procedures, and methods used in such extreme activity (rope swing). More importantly, how do you apply poka-yoke to rope swing for it to be safe for all? BAGD2133 FUNDAMENTALS OF QUALITY MANAGEMENT Topic Review 4 DESIGNING QUALITY SERVICES The following questions assess your understanding of quality management in services. Question 1 In a recent survey of service quality at a restaurant, like the one above, customers were asked to rate their expectations and perceptions of actual performance of the service provider. The averages for different dimensions of service quality were then computed and summarized in the table below: 5 i) Use simple differencing to determine which dimensions should be emphasized. ii) Perform a two-dimensional differencing analysis based on the same data