a) "Operations management (OM) is the business function responsible for managing the process of creation of goods and services". Based on this statement, how do services differ from goods in operation management? Identify ANY three (3) ways to differentiate services from goods with clear explanation and relaed example for each. (8 marks) b) Bilal Products produces cast bronze valves for use in offshore oil platforms. Currently, Bilal produces 1600 valves per day. The 20 workers at Bilal work from 7 a.m. until 4 p.m., with 30 minutes off for lunch and a 15-minute break during the morning work session and another at the afternoon work session. Bilal is in a competitive industry and needs to increase productivity to stay competitive. They feel that a 20 percent increase is needed. Bilal's management believes that the 20 percent increase will not be possible without a change in working conditions, so they change work hours. The new schedule calls on workers to work from 7:30 a.m. until 4:30 p.m., during which workers can take one hour off at any time of their choosing. Obviously, the number of paid hours is the same as before, but production increases, perhaps because workers are given a bit more control over their workday. After this change, valve production increased to 1800 units per day. (a) Calculate labor productivity for the initial situation. (b) Calculate labor productivity for the hypothetical 20 percent increase. (c) What is the productivity after the change in work rules? (d) Write a short paragraph analyzing these results.