Q$1$: Chapter $5-$ Please read "Tom's Auto Service Case Study" on page $102-103$ and assist the VP of Operations to answer the following questions $($instead of the questions in your textbook$)$ : $(20$ points$)$

a$.$ Define and draw the customer benefit package.

b$.$ What is the highest and lowest competitive priority for TAS? How do they try to differentiate themselves from the competition $($identify $3$ key service design features$)?$

c$.$ Identify at least five key processes that TAS stores use and that need to be standardized across all $32$ stores.

d$.$ Based on the survey, what are two strengths of TAS stores and two areas where you see room for improvement?

e$.$ What are your final three specific recommendations to the CEO? Do you see any opportunities using more technology? $(6$ points$)$