1. Some may argue that the production-line approach may nottreat the process as a service process but as what type ofprocess? 2. What happens to production efficiency as the customerexerts more influence on the system? 3. Why do many customers likethe self-service approach to service design? 4. Permeable systemsare characterized by being penetrable by customers via what twoforms of contact? 5. Using a project layout for building anaircraft why would you want to place rivets close to or even inthe fuselage?

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