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"Every day, we have to cope with the unexpected," David laughs. "A technician may find that extra work is needed, customers may want extra work done, and technicians are sometimes ill, which reduces our capacity. Occasionally, parts may not be available, so we must arrange with the customer for the vehicle to remain in the workshop for a longer period. Usually, about four or five customers may forget that they have scheduled a service, and there are no people at their property for the driver to collect the vehicle. Thus, we must rebook them at a later time. Our AI system helps us manage these uncertainties by providing real$-$time updates and rescheduling suggestions. Additionally, our technicians are flexible in terms of the skills they have and are willing to work overtime when needed. Also, it is important to manage customers' expectations. If there is a chance that the vehicle may not be ready for them, it shouldn't come as a surprise when they inquire about the estimated time of completion."

The integration of AI tools has significantly improved the efficiency and effectiveness of KPC$\text{'}$s operations, enabling them to provide better service to their customers while managing resources more effectively.

Required:

Write a response in which you:

$-$ Identify and critically discuss the four vital activities of the planning and control system that David manages at KPC$.(25$ marks$)$

$-$ How does David attempt to meet the sometimes$-$conflicting requirements of customers and the workshop as he manages the planning and control system? $(10$ marks$)$