Manufacturing operations emphasize outcomes in terms of physical goods-for example a new jacket.But the products of most service operations are really combination of goods and services-both making a pizza and delivering (serving)it . Services workers need different skills.for example gas company employees may need interpersonal skills to calm frightened customers who have reported gas leaks. Thus,the job include more than just repairing pipes.in contrast factory workers who install gas pipes in manufactured homes without any customer contact don't need such skills