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 What are the characteristics of a service process?

What are the different types of service processes?

Does your business primarily consist of manufacturing processes, service processes, or a combination of both?

What are some of the key differences between process design for manufacturing and for service? Why are these different?

Describe the generic product development process described in the chapter. How does the process change for “technology-push” products?

What factors must be traded off by product development before introducing a new product?

Can a manufacturer have a service guarantee in addition to a product guarantee?