Part I

A student would like to design a backpack for student books and supplies. The customer attributes are a

comfortable backpack that is

durable with

enough room and;

not too heavy to carry

Think of some engineering characteristics that can be used to measure these customer attributes.

Part II

Identify the front office and back office services for the following organizations. Could these services be improving by increasing or decreasing the degree of customer contact?

hospital

trucking firm

grocery store

application repair firm