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1. You have most likely taken your car for service at an automobile dealership.  Typical activities in servicing a customer’s automobile include making an appointment, meeting with a service advisor to discuss the service or problem, waiting for the work to be performed, paying the bill, and receiving the vehicle.

1. Draw a flowchart for this process with detailed activities for these steps.  (20 points)
2. Identify potential failures that customers may experience and discuss possible poke-yokes that the dealership might use to prevent such failures and ensure customer satisfaction. (15 points)

2. Explain the differences between designing processes for manufactured goods and services. How should the design of service processes be approached? (25 points)
3. Explain the concepts of Kaizen and Kaizen Blitz. How are they similar? How are they different? (10 points)
4. Explain the difference between work design and job design. How does the Hackman and Oldham model enhance understanding of how job design affects motivation, satisfaction, and organizational effectiveness? (15 points)
5. What is empowerment? How does it benefit both the organization and employees? (15 points)

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