Q. (a) Operations management concepts can be applied to both manufacturing also service operations. It can often be more challenging to apply them in a service operation. Briefly describe at least two of the challenges which a service operation presents for the application of operations management concepts which are not found in a manufacturing operation. Briefly describe a way to address one of the challenges which you have identified.

b) Six Sigma also TQM approach quality from different perspectives. For a customer service operation, elucidate how each of these two approaches could be used to address the complaints which are being received from the customers about the poor customer service.