1) Michael Porter draws a firm distinction between operational effectiveness and astrategy. Briefly describe this distinction and identify when a company can claim that ithas a strategy

2) Good mission statements are essential to being a success in business. Describe the majorcharacteristics that good mission statements should have

3) identify and explain at least three measure (or measurement techniques) for monitoring customer satisfaction

4) As a marketing controller of acompany you have been asked todevelop a customer-performance score card for your company's toy division. List three measures you might include.

5) People can emerge with differentperceptions of the same objectbecause of three perceptual processes.List and briefly characterize these processes.