Review Questions

$1.$ Cactus Jack$$s has a clear mission statement that effectively conveys to both employees and customers why the company exists. Based on its mission and core philosophies, write a vision statement for the restaurant chain.

$2.$ The managers of Cactus Jack$$s have defined $$one best way$$ of operating to guide employees in their practical service delivery. What are the three key elements that need to be taken into account to understand a service process properly?

$3.$ If you were a service management consultant assisting a SME to improve their service offering, pitch a case as to why they should apply a balanced scorecard measurement system. Outline the potential challenges but also the ultimate benefits that the business could enjoy as a result.

$4.$ Why is it important to understand the balance between service quality and costs?