Question 4 Process Flowchart in industrial engineering is a picture or a bird-eye view of the separate steps of a process in sequential order. It is a commonly used tool in industrial engineering for describing the processes which has been widely used for various purposes including production process, manufacturing process, project plan, service or administrative process. The elements in a flowchart consists of a sequence of actions, materials or services inputting or outputting a process, human resource involved in the process, time involved in each step and process measurement. The service section plays a dominant role in the economy of Hong Kong, and it has significant contributions to GDP (Gross Domestic Product) and employment. And finance, tourism, real estate, transportation, retail, insurance and investment services are the main pillars of economy of Hong Kong. The service processes and procedures have significant impacts on service quality and customers' satisfaction. Process Flowcharts can effectively help the management level of the service sectors/companies in Hong Kong to achieve work improvement, service quality improvement, process simplification and cost reduction, etc. For instance, process flowcharts can be used for improving the processes and procedures of credit card application, recruitment, express service, loan application, VIP card application, or some other services. Choose a service you have ever experienced in Hong Kong or other cities and answer the following two questions: (a) Illustrate how Process Flowchart can be used for process improvement of a service. (b) Illustrate how Quality Function Deployment (QFD) can be used for this service company to design the new services (products) for their customers during the pandemic period