Question $3,(15$ points$)$ WW Hotels would like to create the documentation of their award winning service processes. For this the manager prepares the following chart. Answer the following questions on the chart and spaces reserved.

a$)$ What does this service design tool named?

b$)$ Draw the lines on the chart that separates the activities of different groups, and name these groups as well as the lines.

c$)$ On the chart identify at least $3$ at most $5$ points where the process may not go as planed. What are they called and define a poka$-$yoke for each of them.