Using Table 3.2 and Figure 3.12 as guides, how would you describe the service side of LWI's business prior to 2016? What were the managerial challenges?
Reference Table: 3.2

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Primarily physical activitles → Greater emphasis on managing Primarlly Intanglble activitles → Greater emphasis on managing people and knowledge Nature of the service package physical assets. (Airline, trucking firm) assets. (Law firm, software developer) Lower customlzation→ Greater emphasis on dosely controlling the process and improving productivity. Hlgher customization→ Greater emphasis on being flexible and responsive to Degree of customlzatlon customers'needs. (Quick-change oil shop) (Full-service car repair shop) Hlgher contact → More of the service package must be performed in the front room. Service layout, location, and hours must be designed with customer convenience in mind. (Physical therapist) Degree of Lower contact → customer More of the service package can be performed in the back room. Service layout, location, and contact hours will be based more on cost and productivity concerns. (Mail sorting) Reference Figure: 3.12 FIGURE 3.12 A Conceptual Model of Service Process High Contact Low Low High Customization Service Package Intangible Physical