Task - (I want to take British Airways as the case study) From the public, or commercial sectors, select a service providing organisation or part of an organisation for study present the following Service Operations and Marketing themes. 1. Which operations management techniques are applied to meet the requirements of Service Design, Control and Strategic Process Improvement. 2. Recommendations for improving operations through quality control, In particular, look at the quality awards. 3. How can lean thinking contribute to performance. 4. Describe the customer experience and the need to connect with customers at a physical and emotional level. In particular, look at the customer journey and the perception points within that journey.