This question asks you to consider the case study from an operations management perspective. In working through Block 3, Session 9, and the associated readings, you considered in detail the importance of quality and its role in system improvement. The session also introduced you to a range of useful concepts and theories that examine how quality might be monitored and controlled. You encountered perception-based qualitymodelsin Section 9.3, in particular the quality gaps model. Your answer should draw on these concepts and theories, together with case study evidence, to offer a viable application of how the quality gap model applies to Uber, before exploring which quality gaps (if any) you see as most important.