Question: 1. Why does Deming say it is important to understand variation from a statistical perspective? [Please see page 58 - 59 Variation in the textbook.]

1. Why does Deming say it is important to understand variation from a statistical perspective? [Please see page 58 - 59 Variation in the textbook.] 2. How do Customer relationship management (CRM) systems help firms to maintain a competitive advantage? [Please see page 121 - 123 Managing Customer Relationships in the textbook.] 3. Please differentiate between value-creation processes and support processes. [Please see page 209 - 213 Identifying Processes and Requirements in the textbook.]

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