1. Service organizations tend to manage their processes by use of flowcharting and blueprinting. Discuss the differences and similarities of the flowchart and blueprint and determine which method you feel is the most effective and why.

2. We know customers might expect or demand more than a service organization can deliver, yet the organization must keep the perception of the value of its services high in the minds of its customers. Discuss how an organization uses waiting lines and queuing systems in order to keep a balance between what the customer demands and what the organization can reasonably deliver