In which type of process is the customer directly involved?

The customer is directly involved in a service process because this type of process is designed around delivering value and a specific experience to the customer. In service processes, interactions between the service provider and the customer are fundamental to the value creation, and the customer’s needs often shape the process itself. This can include scenarios like appointments at a salon, dining at a restaurant, or customer support interactions, where the customer's presence, feedback, and engagement are vital to the service outcome.

On the other hand, back office processes primarily focus on operations that support the core business activities but involving minimal direct customer interaction, such as data entry or payroll processing. Workforce processes involve tasks related to managing employee responsibilities and skills but may not necessarily include customer engagement. Manufacturing processes typically involve creating products where the customer's role is often indirect, as they do not participate in the production phase.