This Is a Description of What Happened to a Patron

Multiple Choice

This is a description of what happened to a patron at a station of the United Kingdom's Royal Mail (the equivalent of Canada Post) : "In the 15 minutes I waited in line,during which I shuffled forward one yard and two places,I had ample opportunity to watch what the other three staff were doing. They were busy all right,but the main task was counting each stamp in their folders. In this vital work,two of the three were overseen by another member of staff. There was no eye contact with the waiting customers." Which of the following does the Royal Mail need to engage in,assuming that this experience is typical?

A) service recovery  
B) process integration  
C) manufacturing flexibility  
D) just-in-time manufacturing