1. Review the return policies at your favorite retailer, then answer this question. What information systems do you think would need to be in place to support their return policy?
2. Review the section on knowledge creation, culture, and strategy. Explain how to balance scorecards impact knowledge creation, culture, and strategy. Why are these important concepts to understand within an organization?
3. How do you define operational excellence? What factors are involved in achieving operational excellence? Who (within an organization) is responsible for operational excellence and why is this important?