Which of the following is NOT a use of the Value Chain?

BCD is a manufacturer of electronic components. Based on research of its external environment BCD has chosen 'Customer Satisfaction' as one of its Critical Success Factors. In order to operationalise this Critical Success Factor, BCD's management must associate and select a number of relevant Key Performance Indicators.
Which THREE of the following Key Performance Indicators would be suitable to use in respect of Customer Satisfaction?

RRR is an incurance company which maintains an extensive database of its customer transactions over the last
10 years RRR is developing a new product and has carried out a SWOT analysis.
Within which of the following aspects of the SWOT analysis would RRR include its customer database?

JJJ presently makes motorcycles for use by the armed forces in its home country. Defence spending cuts have forced JJJ to seek a new business direction. JJJ has decided to make trucks for sale to private businesses in its home country.
Use the Ansoff product/market matrix to identify the new strategic direction of JJJ.

SDC is a medium sized IT systems development company SDC employs highly qualified and experienced systems development experts. It invests heavily in staff training and development and as a result, staff are highly motivated and staff turnover is low. SDC has a strong culture of team work and innovation, which the senior managers believe is the basis of SDC's success. The senior managers, who are also the founders of SDC, are highly experienced and have a strong vision for the business.
Which THREE of the following factors would be the mam focus of a resource audit for SDC?