MResource FlexibilityJust as managers must account for customer contact when making customer involvement decisions, so must they account for process divergence and diverse process flows when making resource flexibility decisions in Figure 2.1. For example, high task divergence and flexible process flows require more flexibility of the process’s resources—its employees, facilities, and equipment. Employees need to perform a broad range of duties, and equipment must be general purpose. Otherwise, resource utilization will be too low for economical operations.