Brandon Burke
ITE-120-D03
Chapter 2 Review Questions

1. What is the difference between a value chain and a supply chain?
The difference between a value chain and a supply chain is a value chain is a series of activities that includes inbound logistics, warehouse and storage, production and manufacturing, finished product storage, outbound logistics. Marketing and sales, and customer service and supply chain is helps determine what supplies are required for the value chain.

2. What is customer relationship management?
Customer relationship management is a program that helps companies of all sizes manage all aspects of customer encounters, including marketing and advertising, sales, customer service after the sale, and programs to retain loyal customers.

3. What role does an information system play in today’s organization?
An information system plays a huge role in today’s organizations because it is the easiest way to manage this information and it is more reliable.

4. What is reengineering? What are the potential benefits of performing a process redesign?
a. Reengineering is the redesign of a device or machine.
b. The potential benefits of performing a process redesign are it lowers cost, lowers risk, provides a better use of existing staff, incremental development, and revelation of business rules.

5. What is user satisfaction?
User satisfaction is finding out what the users think about the activities, products or service.

6. What is the difference between reengineering and continuous improvement?
Reengineering is simply the redesign of a device or product compared to continuous improvement which is an ongoing effort to improve the device or machine.

7. What I the difference between technology infusion and technology diffusion?
Technology infusion is a measure of the extent to which technology permeates an organization and technology diffusion is a measure of how widely technology is spread throughout the organization.

8. What is quality? What is the total quality management (TQM)? What is six sigma?
a. Quality is the ability of a product or service to meet or exceed customer expectations.
b. TQM involves developing a keen awareness of customer needs, adopting a strategic vision for quality, empowering employees, and rewarding employees and managers for producing high-quality products.
c. Six sigma is a statistical term that means products and services will meet quality standards 99.9997% of the time.

9. What are organizational change and organizational learning?
a. Organizational change is companies that have or are undergoing a transformation.
b. Organizational learning is an area of knowledge within organizational theory that studies models and theories about the way an organization learns and adapts.

10. List and define the basic organizational structures.
a. Functional Structure: a design that groups similar or related occupational specialties together.
b. Divisional Structure: an organization structure made up of autonomous, self-contained units.
c. Matrix Structure: is the classification of matrices according to the pattern of its zero entries.
d. Project Organization Structure: list of teams, team members, and their roles and responsibilities.

11. Sketch and briefly describe the three-stage organizational change model.
The three-stage organizational change model was invented by Kurt Lewin. He used this to understand the basic concept of a straight-forward change management process. The three stages are unfreeze, transition, and freeze.

12. What is downsizing? How is it different from outsourcing?
a.