1. A service process design flowchart is referred to as a service blueprint to emphasize what?
2. Even though they use different models, both the Ritz-Carlton Hotel Group and Nordstrom Department Stores are known for what?
3. For which key organizational functions are tasks and responsibilities identified for all the steps of the generic product development process?
4. Poka-yoke is a Japanese term for a procedure that blocks an inevitable mistake from becoming what?
5. Write down good example of a continuous process layout?