Problem: Presslee is the owner of Burggy, a fast-food restaurant that sells hamburgers, french fries, and soft drinks. Presslee describes a fast-food restaurant as "the 21st century factory" because its well-defined operational processes ensure consistent and efficient delivery of the products and services over time. Given the well-defined processes, Presslee is convinced that Burggy's longterm profitability depends primarily on motivated employees offering efficient customer service and achieving high customer satisfaction.