Question: SECTION B (20 Marks) SHORT ANSWER QUESTIONS INSTRUCTIONS: ANSWER TWO (2) QUESTIONS IN THE BOOKLET PROVIDED. You should choose any ONE amongst questions 1-3, AND

SECTION B (20 Marks) SHORT ANSWER QUESTIONS INSTRUCTIONS: ANSWER TWO (2)

SECTION B (20 Marks) SHORT ANSWER QUESTIONS INSTRUCTIONS: ANSWER TWO (2) QUESTIONS IN THE BOOKLET PROVIDED. You should choose any ONE amongst questions 1-3, AND EITHER questions 4 or 5 Question 1 (10 marks) a) Define Process Management. (4 marks) b) Describe the three major process management activities. (6 marks) Question 2 (10 marks) a) Define 'benchmarking' and state its purpose. (5 marks) b) Define 'best practices'. How do best practices benefit a firm

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