Explain the differences between voice-based order picking, and pick-to-light technology.
From a transit-time and service level perspective, explain how Order Delivery has changed since the 1970's.
Based on how the textbook defines the four dimensions of Customer Service, name two companies that you are familiar with that, in your opinion, are leaders in customer service excellence. (This is your opinion; do not use the Nordstrom's example from the text).
Explain the difference between process benchmarking and performance benchmarking.
Customer Service measurements and metrics are important, but what is the risk of having "too many" of these type of metrics?
Why would an organization develop a Customer Profitability Analysis?
Give an example where you have experienced, first-hand, "service recovery" after the service or product didn't initially live up to its expectations.