1. What is the impact on average waiting time of pooling the four separate ICUs into one large ICU? Why do you think pooling has this effect on those performance measures?
2. How do you prepare a SWOT Analysis of a bank?
3. Review the concept of moment of truth in a service context. Describe a moment of truth that you recently experienced as a consumer. Was your service experience satisfactory or unsatisfactory? Explain your answer.