# 1 and 3 were wrong

1. When lacking, which of the below employee behaviors affect the performance of a service process and lead to customer frustration and dissatisfaction? Select three answers. O Automation O Autonomy O Engagement Overcontrollership O Cooperation 2. Traditionally, Lean considers seven types of waste, but in fact, there is another type of waste in services. Find it in the list below! O Defects Transportation O Motion Human capital waste o Overprocessing Inventory Waiting O Overproduction 3. What are the success factors of digitization in a Lean context? New technologies allow rapid prototyping. Any activity is a sort of human capital waste and should be digitized at any cost. IT and robotics should be used to work around problems. Human capital should be deployed in value-added activities as much as possible. The process should be first simplified before going digital. 1) When lacking, which of the below employee behaviors affect the performance of a service process and lead to customer frustration and dissatisfaction? Answer- Automation, Engagement, Cooperation 2) Traditionally, Lean considers seven types of waste, but in fact, there is another type of waste in services. Find it in the list below! Answer- Human Capital Waste 3) What are the success factors of digitization in a Lean context? Answer- The process should be first simplified before going digital