Develop organizational capabilities

Is it possible for firms in the service business to develop organizational capabilities in such a way that they have an excellent performance in each of the operational measures (quality, productivity, time-based performance, and flexibility). Why or why not?

At Quest Motor Sales your service business continues to be brisk. Your boss is stalling you on your request to add more stalls to your shop . . . and, besides, even if he finally approves it you won’t see the facility built and opened for at least 18 months.

You decide

Should you consider extended service hours? As a temporary fix or as a long-term strategy? Why?


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