Reflection Competency 2:  Apply process improvement principles to enhance org

  
Reflection
Competency 2: 
Apply process improvement principles to enhance organizational performance and value.
This reflection activity is comprised of two sections, collectively totaling a minimum of 500 words. Complete your reflections by responding to all prompts.
Customer Service Essentials
Consider the following questions based on customer service essentials:
Why are there economies of scale in queuing      systems? 
What are the pros and cons of pooled-queue      systems and separate-queue systems? Provide examples along with your      opinion of the best option.
Provide an example of how variability can      reduce capacity. Once compromised, how can capacity be restored?
Complex Projects
Consider the most complex project you’ve ever been involved in. Briefly describe the project, giving examples of the following as they pertain to the project.
The work breakdown structure 
Tasks 
Subtasks 
Work package 
Were you on the critical path? Additionally, explain the role the project manager played in managing the project’s success or failure. Include an example.