SD1: What is the difference between services and products a) from a definitional standpoint and b) from the standpoint of an Operations Manager? Insert your answer here. a) Definitional Difference: b) Operational Difference: SD2: For an organization in a a) manufacturing industry and in a b) service industry you are interested in A. Manufacturing Industry: Firm Name: a) Describe a service process which must be managed by the firm's operations manager. b) Describe how the skill set of the individuals performing this function would be different than for individuals performing more typical manufacturing processes for the firm. B. Service Industry: Firm Name: a) Describe a quasi-manufacturing process (requiring little or no customer contact) which must be managed by the firm's operations manager. b) Describe how the focus of managing this process would be different than it would be for more typical processes for the firm. Insert your answer here. A. Manufacturing Industry Firm Name: a) Describe a service process which must be managed by the firm's operations manager. b) Describe how the skill set of the individuals performing this function would be different than for individuals performing more typical manufacturing processes for the firm. B. Service Industry: Firm Name: a) Describe a quasi-manufacturing process (requiring little or no customer contact) which must be managed by the firm's operations manager b) Describe how the focus of managing this process would be different than it would be for more typical processes for the fimm. SD3: Describe the service package (or bundle) for a) bank, b) airline, c) lawn service. Insert your answer here. a) Bank Supporting Facilities: Facilitating goods: Explicit services: Implicit services: b) Airline: Supporting Facilities: Facilitating Goods: Explicit Service: Implicit Services: c) Lawn Service: Supporting Facilities: Facilitating Goods: Explicit Services: Implicit Services: SD4: For a service industry you are interested in 1) pick a firm in that industry that has more customer contact, a) discuss where it fits on the Service-Process Matrix and b) why, 2) pick another firm in that industry that has less customer contact and a) discuss where it fits on the Service Process Matrix and b) why. Insert your answer here. 11. Firm with more customer contact: a) Where it fits on the matric b) Why 2. Firm with less customer contact: a) Where it fits on the matrix b) Why