Watch the BMW video (http://youtu.be/o7XxmbvsfR0).
(a) [2] What would be the ultimate goal in their operation?
(b) [3] What do they provide to customers? Find at least five benefits from the video. How do these services relate to customers’ expectation (that is, explain them with Price, Quality, Time & Variety)?
(c) [3] Draw the flow (or process) chart for a car service (based on the manager’s explanation).
(d) [2] What do they do to customers and technicians, if the repair work is not satisfactory?
(e) [2] What would be the result from their excellent operations?
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