**PLEASE ANSWER ALL QUESTIONS**

Question 16 (3 points)

Which one of the following initiatives can organizations use to gain competitive advantages?

Question 16 options:

A)	Enterprise Resources Planning (ERP)

B)	Customer Relationship Management (CRM)

C)	Supply Chain Management (SCM)

D)	All of the above

Question 17 (3 points)

_________________ is a standardized set of activities that accomplish a specific task such as sales.

Question 17 options:

A)	Business process

B)	Business process redesign

C)	Workflow analysis

D)	Business process modeling

Question 18 (3 points)

Loyalty program is one of the strategies used to reduce:

Question 18 options:

A)	Threat of new entrants

B)	Substitute products or services

C)	Buyer power

D)	Rivalry among existing competitors

Question 19 (3 points)

Which one of the following strategy is used to reduce threat of new entrants?

Question 19 options:

A)	Switching cost

B)	Entry barriers

C)	Product differentiation

D)	Loyalty program

Question 20 (3 points)

Which one of the following is an important factor in selecting a supplier?

Question 20 options:

A)	Supplier location

B)	Quantity, quality and cost of goods

C)	Supplier reliability

D)	All of the above