machining, mixing, assembly, filling orders, approving loans

design, control, improvement

value-creation processes, support processes

physical facilities, processes and procedures, employee behavior, employee professional judgement

customer and contact and interactions, labor and intensity, customization

task errors, treatment errors, tangible errors, customer errors in preparation, customer errors during an encounter, customer errors at the resolution stage

a standard or goal, a means of measuring accomplishment, comparison of results with the standard to provide feedback, the ability to make corrections as appropriate