5. _____ processes are driven by external customer needs while _____ processes are driven by internal customer needs.

1. Value-creation; support
2. Value-creation; supplementary
3. Customer-driven; operational
4. Environmental; organizational

6. In most traditional business organizations the payroll department is a _____process.

1. Value-creation
2. Organizational
3. Support
4. Production/Delivery

7. In the USA Today/Detroit Free Press article discussed in the on-line class on Thursday March 26, 2020 titled She is the engineer behind eye-popping invention in GMs newest SUVs, the development of the center console is an example of a _____process.

1. Design
2. Organizational
3. Support
4. Production/Delivery

8. Which of the following is true about functional organizational structures?

1. It allows employees to have direct contact with customers.
2. It facilitates communication horizontally across functions.
3. It focuses primarily on helping employees meet customer expectations.
4. It provides organizations with a clear chain of command.