Each step along the customer journey is described in layers$$some are visible to the cus$-$tomer, or are actions that occur $$on stage,$$ and other services and actions occur $$behind the scenes.$$ The figure depicts the steps, left to right, and the layers, top to bottom, for a customer going to a hotel.

By comparison, how much of manufacturing goods, say a box of cookies, occurs $$on stage,$$ that is$,$ visible to the customer?