Question: Question 19 (5 points) What is it about service processes that makes their design and operation so different from manufacturing processes? Service processes requires more

Question 19 (5 points) What is it about service

Question 19 (5 points) What is it about service processes that makes their design and operation so different from manufacturing processes? Service processes requires more resources than manufacturing processes Customers often do not know what they want Direct customer involvement in the process Service processes routinely take longer to provide than manufacturing processes Question 20 (5 points) What is the name of the process in which one company studies the processes of another firm in order to identify best practices? Walking through the back door Espionage Benchmarking Internal leaks

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