Perform a gaps analysis on PG 3 for Merrill Lynch before they implemented Supernova. At the end, make a summary statement of how you think they are performing in this gap.

Provider Gap 3: The Performance Gap. (The service delivery does not align with the design.)

QUESTION 3 Below

3.1 Do they align the triangle?

3.2 Is their HR management appropriate for the service design?

3.3 Are their customers coproducing effectively?

3.4 Are they managing the supply and demand properly?