Describe quality control systems and key issues in manufacturing and service. Any control system has three components:

1. a performance standard or goal, 2. a means of measuring actual performance, and 3. comparison of actual performance with the standard to form the basis for corrective action.

Describe staff scheduling and appointment system decisions. Staff scheduling problems are prevalent in service organizations because of high variability in customer demand. Examples include scheduling call center representatives, hotel housekeepers, tollbooth operators, nurses, airline reservation clerks, police officers, fast-food restaurant employees, and many others.