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· What is meant by a process? Define, then describe its
important features.
· What is the objective of assembly-line balancing and how
does it relate to the definition of a process?
· How would you deal with the situation where one worker,
although trying hard, is 20 percent slower than the other 10
people on a line?
· Nonintuitively, having customers to provide their own service
in the self-service approach would seem antithetic to being
consumer friendly. What are some of the characteristics of self-
service operations that have led to their acceptance and
significant popularity?

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