Compared to manufacturing, service requirements tend to be more time dependent, location dependent, and volatile. In addition, service quality is often directly observable by customers. Find a

recent article in a business magazine that describes how a service organization is struggling with

one or more of these issues and make recommendations on what an organization needs to do to

overcome these difficulties.


 Identify four potential unethical actions or inactions related to capacity planning, and the ethical

principle each violates 


. Any increase in efficiency also increases utilization. Although the upper limit on efficiency is

100 percent, what can be done to achieve still higher levels of utilization?