<Li> Line of Implementation which separates management zone from the support zone . That is management are responsible for planning and controlling while support activities include preparation . Yet other scholars and practitioners have recommended adding different lines including </Li> <Li> Line of Order Penetration which separates customer - induced activities from customer - independent activities </Li> <Li> Minimum expected wait times </Li> <Li> Potential bottlenecks and / or fail points </Li>

Balancing value and satisfaction for the customer is part of which element of marketing