Amazon is the company you will use to answer the questions! Technology and Automation - should answer the questions: What information technologies do they use and do they provide a competitive advantage? Do they utilize an Enterprise Resource Planning, ERP, or Master Scheduling system? Do they have a web presence? Do they use automation (robots, automatic telephone answering systems, etc.)? What are the impacts of automation? Quality – Continuous Quality Management (CQM) - should answer the questions: Do they have a formal program to improve quality? If yes, what & How? Do they have a TQM, CQM, or Six Sigma program? If yes, what have they done as a part of that program(s)? e their quality standards and do they set their quality standards? Use Academic Journals for the references.
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