Upon graduation you secure a full-time management position at a local charity. The organization was established eight years ago and has been managed by volunteers so far. Due to its growth and success to date, its board of directors decided it was time to get someone with a management education to help them continue to help the charity grow. On your first day you are surprised to learn that there is no formal strategic plan for the organization. You decide that this will be your first project in your new position. This term describes what an electric shaver company is doing when it carefully observes its competitor's production line to look for ways to improve its own manufacturing process. trademarking benchmarking quality engineering reverse marketing