| High and low degree of customer contact | The physical presence of the customer in the system and the percentage of time the customer must be in the system relative to the total time it takes to perform the service.
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| Poka-yokes | Procedures that prevent mistakes from becoming defects. They are commonly found in manufacturing but also can be used in service processes.
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| Service blueprint | The flowchart of a service process, emphasizing what is visible and what is not visible to the customer.
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| Service guarantee | A promise of service satisfaction backed up by a set of actions that must be taken to fulfill the promise.
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