T F $23.$ The extent of contact affects every decision that service system production managers must make. These decisions include facility location, facility layout, product design, process design, scheduling, production planning, workers' skills, quality control, time standards, wage payment, capacity planning, and forecasting.

T F $24.$ Poka$-$Yokes, a Japanese term, refers to blocking of the likely or inevitable mistakes from becoming a service defect.

T F $25.$ In designing services, segment the pleasure and combine the pain.