1. Scheduling and sequencing are typically viewed from a technical perspective; that is, they are focused on minimizing quantitative measures such as lateness or cost. However, schedules also have intangible effects on customers, employees, and the perception of service quality. Discuss what some of these intangible effects might be and how managers should consider them when constructing schedules.
2. Select two of Deming's 14 Points and discuss the importance of them to operations managers (as well as all managers) in today's business environment.
3. Explain how service quality is measured. Specifically, discuss how you may have experienced each of the five SERVQUAL dimensions as a consumer of services.