People think of service as quite different from manufacturing. Service is presumed to be performed by individuals for other individuals, generally on a one-to-one basis. Manufacturing is presumed to be performed by machines, generally tended by large clusters of individuals whose sizes and configurations are themselves dictated by the machines’ requirements. Service (whether customer service or the services of service industries) is performed “out there in the field” by distant and loosely supervised people working under highly variable, and often volatile, conditions. Manufacturing occurs “here in the factory” under highly centralized, carefully organized, tightly controlled, and elaborately engineered conditions.People think of service as quite different from manufacturing. Service is presumed to be performed by individuals for other individuals, generally on a one-to-one basis. Manufacturing is presumed to be performed by machines, generally tended by large clusters of individuals whose sizes and configurations are themselves dictated by the machines’ requirements. Service (whether customer service or the services of service industries) is performed “out there in the field” by distant and loosely supervised people working under highly variable, and often volatile, conditions. Manufacturing occurs “here in the factory” under highly centralized, carefully organized, tightly controlled, and elaborately engineered conditions.People think of service as quite different from manufacturing. Service is presumed to be performed by individuals for other individuals, generally on a one-to-one basis. Manufacturing is presumed to be performed by machines, generally tended by large clusters of individuals whose sizes and configurations are themselves dictated by the machines’ requirements. Service (whether customer service or the services of service industries) is performed “out there in the field” by distant and loosely supervised people working under highly variable, and...