The host/hostess is the first point of contact customers have upon coming to TWC. In addition to welcoming the customers, he/she manages the table assignments, making sure that there is adequate waitstaff coverage as well as efficient table turnover. The host/hostess is a key figure in efficient dining room logistics. What automated tools might help the host/hostess in the job? QVC (qvc.com) is known for its TV shopping channels. As a leading TV-based mail-order service, QVC is selling on the Web too. In 2000, QVC served more than 6 million customers, answered 125 million phone calls, shipped about 80 million packages, and handled more than a billion page views on its Web site. QVC’s business strategy is to provide superb customer service in order to keep its customers loyal. QVC also appointed a senior vice president for customer service.