Q. Dale's Appliance Repair Service has created a scheduling system using cellular communications and routing software to guide the work of each of its highly trained and well-equipped technicians. As a result, Dale's can make and keep exact appointments with customers. Other repair services in the area can only promise technicians will be there within a four- to six-hour block. As a result, Dale's has developed a loyal customer subsequent and the trade continues to grow through referrals. Dale's has developed?