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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?