1. Problem #2 Do the same as in the previous problem for a hospital with the following activities and relationships – Physician/patient – Nurse/Patient – Billing – Medical Records – Lab tests – Admissions – Diagnostic Tests

2. Sales Opportunity High Low High Low Production Efficiency Low High Lab Tests Diagnostics Medical Records Degree of Customer Contact Reactive SystemPermeable SystemBuffered Core Billing Nurse /Patient Admissions Physician /Patient

3. Problem #5 What are the differences between high and low customer service businesses, in general, for the dimensions listed below? Low CCS BusinessHigh CCS Business Worker Skill Capacity Utilization Level of Automation

4. Low CCS BusinessHigh CCS Business Worker SkillTechnical skills are enough Must be able to interact and communicate with customers Capacity Utilization Capacity must be utilized to match demand Capacity can be utilized on average demands at some points Level of Automation High level of automation for efficiency Level of automation need not be high since customer is priority