1. Manager at a local company . Identify (a) the aspects of the job that relate to OM (like the OM activities in the box on page 3, "What Do Operations Managers Do?") and (b) examples of value-creation, support, and general management processes.
2. Explain why a bank teller, nurse, or flight attendant must have service management skills. How do the required skills differ for someone working in a factory? What are the implications for hiring criteria and training?
3. Discuss some analytical or graphical approaches that organizations can use for analyzing performance data based on your experience and previous coursework.
4. When the value of a loyal customer (VLC) market segment is high, should these customers be given premium goods and services for premium prices? If the VLC is low, should they be given less service? Explain.