Question $3(20$ marks$)$

A computer repair shop had received a number of complaints on the length of time it took to make repairs. The manager responded by increasing the repair staff by $10$ percent. Complaints on repair time quickly decreased, but then complaints on the cost of repairs suddenly increased. Oddly enough, when repair costs were analyzed, the manager found that the average cost of repair had actually decreased relative to what it was before the increase in staff.

a$.$ What are some possible explanations for the complaints, and what actions might the manager contemplate? $(6$ marks$)$

b$.$ As a manager, how would you deal with the possibility that customer satisfaction does not always lead to customer retention? $(8$ marks$)$

c$.$ What quality$-$related trade$-$offs might there be between having a single large, centralized produce$-$processing facility and having many small, decentralized produce$-$processing facilities? $(6$ marks$)$