Describe how customers would likely view a robot versus a worker. Would management view customers and robots the same way as customers view them? Does automating some jobs give workers more or less flexibility and incentives both at this firm and on the job market in general? Describe the cost of monitoring performance. Can positive or negative worker incentives improve worker productivity over technical improvements to robots? How does the mix between capital and labor impact the reliability of service? Is there a maximum, or fixed, level of robots that can be used, especially in the short-run?