1. Define and draw the customer benefit package, and state TAS's mission, strategy, and rank order of competitive priorities.
2. Identify and briefly describe the eight "design" features, described inSections 5.4and5.5, of the (a) service-delivery system and (b) service encounters.
3. Identify and briefly describe five processes TAS stores use and their relative importance.
4. Given your analysis of the survey data, what opportunities for improvement, if any, do you recommend?
5. Summarize your final recommendations to the CEO and frame them in the context of the company's competitive priorities.