QUESTION 2 [25 MARKS] MINI CASE STUDY: The environmental services department of a city has two recycling services newspaper collection (NC) and general recycling (GR). The NC service is a door-to-door collection service that, at a fixed time every week, collects old newspapers that householders have placed in reusable plastic bags at their gate. An empty bag is left for the householders to use for the next collection. The value of the newspapers collected is relatively small; the service is offered mainly for reasons of environmental responsibility. By contrast, the GR service is more commercial. Companies and private individuals can request a collection of materials to be disposed of, either using the telephone or the internet. The GR service guarantees to collect the material within 24 hours unless the customer prefers to specify a more convenient time. Any kind of material can be collected, and a charge can be made depending on the volume of material. This service makes a small profit because the revenue both from customer charges and from some of the more valuable recycled materials exceeds the operations running costs.

2.1 Critically discuss the differences between the performance objectives of the two services. (5)

2.2 Summarise the differences between the performance objectives of the two services in the form of a table. (10)

2.3 Graphically illustrate the differences between the performance objectives of the two services in the form of a polar diagram, using a dashed line for NC and a solid line for GR. (10)