1. What forms does quality take in a fast-food restaurant? That is what aspects of the food, service, atmosphere, and so on do you consider to be acceptable in terms of quality, and what would exceed your expectations?

2. Productivity efforts in a fast-food restaurant often involve behind-the-scenes work in the kitchen. But in a service business, production includes interactions with the customer. Identify one or two ways in which Pal’s supports its employees’ productivity when it comes to working with customers.

3. Using Pal’s as an example, work with one or two other students to develop a list of ways in which quality and productivity can interact. That is, do any of the steps Pal’s takes to maintain productivity help to support the quality of its customer service, and vice versa?