question 2 part A please

Question 1 (a) Illustrate the Distinctive" characteristics of services (customer participation, simultaneity, perishability, intangibility, heterogeneity) for transportation Service Operation. (b) Discuss the pros and cons of the following on the performance of service systems: (i) Increasing self-service (ii) Allowing employees to exercise judgment in meeting customer needs (iii) Introducing an advanced reservation system for service (c) A call center, providing software support for customers, is concerned about the amount of time a customer has to wait before talking to a service technician. They have randomly selected 10 calls each day over a period of 5 days and noted the customer wait times. Sample 1 Day 1 15 9 2 Day 2 6 11 14 10 Day 3 3 11 Day 4 12 1 10 4 2 7 5 Day 5 5 7 4 15 12 1 5 15 12 15 10 (1) Develop a variable control chart ( X chart and p chart) for customer wait times. (ii) After the control chart has been developed, the company has taken 10 samples and the recorded wait times are 6, 7, 15, 15, 9, 4, 1, 8, 11, and 5 minutes. Is the process in control or needs attention? Why or why not? Question 2 (a) SERVQUAL is a survey tool that was designed in the late 1980s that measures the customer's perception of service quality in terms of reliability, responsiveness, assurance, empathy, and tangibles. It is very useful with services that involve direct customer interaction. However, it might not be very effective to measure service quality for computer-mediated services like video hosting websites. Thus, as part of this exercise, identify methods to measure the service quality of the transportation service operation selected in Question 1(a) above