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a) One such challenge is the greater variability of inputs in the service operations than in manufacturing operations. Each service poses a specific problem that must be diagnosed carefully before it can be solved. This is in contrast with manufacturing operations that most often have the ability to more carefully control the amount of variability in the inputs.
Another related challenge is that the measurement of productivity in the service operations is much less forward than that of the manufacturing operations due to the variations in the intensity of demand and requirements from job to job.
b) Note that the Six Sigma approach will focus on reducing the number of poor customer service to improve quality. This approach helps companies in lowering operational costs by targeting the reduction of defect, cycle time and improving cost savings.
On the other hand, TQM will zoom in to the various individual operations within unrelated business processes that will affect poor customer service. This approach views quality as conformity to the set internal rules and requirements....
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