Create a table that lists any three performance measures for a service system in the left column. In the center column, indicate what steps management can take to improve system performance on those metrics

In the rightmost column indicate what steps management can take to improve customers' perceptions of performance on those metrics.

Answers will vary. The text indicates that management might be concerned about the length of the queue, the total number of customers in the system, the waiting time in line, the total time in the system, and the service facility utilization. Ways to improve a service facility include affecting the arrival rates, increasing the number of service facilities, changing the number of phases, increasing the number of servers, changing priority rule, and changing the line arrangement. Management can improve customer perceptions a number of ways. For example, customers will be less aware of waiting time if they are entertained while waiting. Customers will be less aware of the length of the line if the line is serpentine rather than straight.