The Case: GIGI'S CATERING (B) Gigi was looking forward to taking on the opportunity to serve the catering needs of the upcoming Junior- Senior Prom of the Quezon City National High School. "How difficult could it be?" she wondered, "after all, it's just fried chicken, or beefsteak, maybe, "she added. The first question in her mind was "what kind of food will the kids want?" "Do they want the breaded and crunchy kind or they want the simple home-cooked style chicken or beef?"" Gigi wondered. She realized this decision would have some implications on her costs and her production process. She decided to go back to Mrs. Manalastas, the school principal, to inquire further. "Firstly, as mentioned, we don't want any health risks. That's a minimum. We don't want spoiled food served to students so the food must be prepared as fresh as possible. Secondly, the kids would want something filling - they want their money's worth in terms of serving size. They are paying P150 and they are expecting a meal worth P150. Thirdly, while the kids may be a bit forgiving in terms of taste, they want the food to taste decent," Mrs. Manalastas explained. "In terms of delivery, I think I've made myself clear the last time," Mrs. Manalastas said. "The food should be here no later than 4PM on the day of the prom. As Gigi left, she wondered just how much money will she make for this particular venture. Her instincts told her that her direct food cost should be no more than 40% per serving. This was the same profit margin she had in running her canteen. With these guidelines, Gigi decided to begin her production plan. Guide Questions 1. What are their expectations of quality? 2. How should Gigi define quality internally? 3. What is the delivery expectations?

What did Heinl mean by saying, "The trouble of the services... is above all crisis of soul and backbone"?

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Can you provide more of a detail response please? thank you

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