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Emerging Modes of Business

NCERT Class 11 · Business Studies Based on NCERT Class 11 Business Studies textbook · Free CBSE study kit

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Chapter Notes

Overview
This chapter introduces the fundamental changes in how business is conducted today, focusing on two major trends: e-business (digitisation of business) and Business Process Outsourcing (BPO). The one big idea a student must walk away with is that e-business is not just buying and selling online (e-commerce) but encompasses all business functions conducted electronically, while BPO involves contracting out non-core business processes to specialists. The chapter explains the scope, benefits, limitations, security concerns, and resource requirements of e-business, along with the need and scope of outsourcing.
Key Concepts (27)
Mode of Business
The manner of conducting business.
e.g. Traditional brick-and-mortar shops versus online shopping websites.
Emerging Modes of Business
Newer ways of doing business attributable to factors like digitisation, outsourcing, and globalisation, which are happening now and are likely to continue.
e.g. E-business and Business Process Outsourcing (BPO) are the two emerging modes discussed in this chapter.
Digitisation
The conversion of text, sound, images, video, and other content into a series of ones and zeroes that can be transmitted electronically.
e.g. Scanning a physical photograph to create a digital image file.
E-business
The conduct of industry, trade, and commerce using computer networks.
e.g. A company using an intranet for internal communication and the internet for selling products to customers.
E-commerce
A subset of e-business that covers a firm's interactions with its customers and suppliers over the internet, primarily buying and selling.
e.g. A customer purchasing a book from Amazon's website.
B2B Commerce (Business-to-Business)
E-commerce transactions where both parties involved are business firms.
e.g. An automobile manufacturer placing an order for components from a vendor using Electronic Data Interchange (EDI).
B2C Commerce (Business-to-Consumer)
E-commerce transactions where business firms are at one end and customers on the other end.
e.g. A customer withdrawing money from an ATM or buying clothes from an online store.
Intra-B Commerce
Electronic transactions between parties from within a given business firm, using intranet for managing interactions among various departments and persons.
e.g. The marketing department interacting with the production department via the company intranet to get customised products made.
C2C Commerce (Consumer-to-Consumer)
E-commerce transactions where the business originates from the consumer and the ultimate destination is also consumers.
e.g. A person selling used books to another person on eBay.
B2E Commerce (Business-to-Employee)
A firm's interactions with its employees, including recruitment, training, and development via e-commerce.
e.g. A company conducting online interviews and providing e-learning modules to its employees.
Electronic Data Interchange (EDI)
Technology used to send and receive commercial documents like purchase orders or invoices electronically.
e.g. A supplier receiving a purchase order directly into its system from a manufacturer's computer.
Intranet
A private network used within a firm for multimedia and graphic communication among organisational units.
e.g. A company's internal portal for employees to access HR policies and submit leave applications.
Virtual Private Network (VPN)
Technology that allows employees to work from wherever they are, as the office goes to them.
e.g. An employee working from home and securely accessing the company's internal network via VPN.
Digital Divide
The division of society on the basis of familiarity and non-familiarity with digital technology.
e.g. The gap between urban populations with high internet access and rural populations with limited access.
Cryptography
The art of protecting information by transforming it (encrypting it) into an unreadable format called 'ciphertext'.
e.g. Converting a credit card number into a scrambled code before sending it over the internet.
Virus (Vital Information Under Siege)
A program which replicates itself on other computer systems, causing damage ranging from annoyance to complete destruction of the system.
e.g. A Level-4 virus that wipes out all data on a computer's hard drive.
Secure Sockets Layer (SSL)
An encryption technology used by shopping malls to protect credit card details from being misused during online transactions.
e.g. The padlock icon in a web browser indicating a secure connection for online payment.
Cookies
Digital records similar to caller ID that provide sellers with relevant information such as the consumer's name, address, and previous purchase payment record.
e.g. A website remembering a user's login details and past purchases to offer personalised recommendations.
Cash-on-Delivery (CoD)
A payment method where payment for goods ordered online is made in cash at the time of physical delivery.
e.g. Paying the delivery person in cash when your online-ordered smartphone arrives at your doorstep.
Net-banking Transfer
Electronic transfer of funds over the Internet using services like IMPS, NEFT, and RTGS.
e.g. A buyer transferring the purchase amount directly from their bank account to the seller's account via NEFT.
Digital Cash (e-Cash)
A form of electronic currency that exists only in cyberspace, allowing the use of real currency in an electronic format.
e.g. A person paying a bank to get digital cash issued, which is then used to make purchases on the web.
Business Process Outsourcing (BPO)
Contracting out business processes to third-party specialists, irrespective of whether these are IT-enabled or not.
e.g. A company outsourcing its customer service call centre operations to a specialised firm in another country.
Information Technology Act 2000
An act that provides legal recognition to electronic records and digital signatures, paving the way for a paperless society.
e.g. Section 4 of the Act deems a requirement for information to be in writing as satisfied if it is made available in an electronic form.
E-Procurement
Internet-based sales transactions between business firms, including reverse auctions and digital marketplaces.
e.g. A company using an online platform to invite bids from multiple suppliers for raw materials.
E-Bidding/e-Auction
Online bidding for goods and services, including e-tendering where tender quotations are submitted online.
e.g. A person bidding for airline tickets on a website that says 'Quote your price'.
E-Delivery
Electronic delivery of computer software, photographs, videos, books, journals, and other multimedia content to the user's computer.
e.g. Downloading an e-book or streaming a movie after purchasing it online.
E-Trading
Online buying and selling of shares and other financial instruments.
e.g. Using a platform like Sharekhan.com to trade stocks online.
How It Works
Process of Online Trading (from a customer's standpoint)
  1. Step 1: Registration — The customer registers with the online vendor by filling up a registration form and creating an account with a password.
  2. Step 2: Placing an Order — The customer browses the online store, picks items and drops them into the 'shopping cart', and then checks out after finalising the selection.
  3. Step 3: Payment Mechanism — The customer chooses a payment option: Cash-on-Delivery, Cheque, Net-banking Transfer, Credit/Debit Card, or Digital Cash.
  4. Step 4: Delivery — The goods are delivered physically or, for digitable products like software and music, delivered online.
💡 Students often forget that registration is the first step and that the shopping cart is an online record, not a physical cart. Also, remember that for information-intensive products, even delivery can take place online.
How Cryptography Works for Data Transmission Security
  1. Step 1: Encryption — The original readable message (plaintext) is transformed into an unreadable format called 'ciphertext' using a secret key.
  2. Step 2: Transmission — The ciphertext is sent over the internet, where it is unreadable to anyone who intercepts it.
  3. Step 3: Decryption — The intended recipient, who possesses the secret key, deciphers the ciphertext back into plaintext.
💡 The key point is that cryptography protects data in transit by making it unreadable to unauthorised parties. The secret key is essential for decryption.
How a Virus Attack Works
  1. Step 1: Replication — The virus program replicates itself on other computer systems.
  2. Step 2: Activation — The virus activates, causing effects ranging from on-screen display (Level-1) to complete destruction of the system (Level-4).
💡 The acronym VIRUS stands for Vital Information Under Siege. The levels of damage are important: Level-1 (annoyance), Level-2 (disruption of functioning), Level-3 (damage to data files), Level-4 (complete destruction of the system).
How C2C Commerce Works (eBay example)
  1. Step 1: A consumer places an advertisement on a website (e.g., eBay) to sell a product.
  2. Step 2: Another consumer views the advertisement and wants to buy the product.
  3. Step 3: The buyer sends payment to a payment intermediary (e.g., PayPal) instead of directly to the seller.
  4. Step 4: PayPal notifies the seller that it will hold the money until the goods have been shipped and accepted by the buyer.
  5. Step 5: The seller ships the goods, and upon acceptance by the buyer, PayPal releases the payment to the seller.
💡 The key feature of C2C is the use of a payment intermediary and a rating system to build trust between anonymous buyers and sellers.
How Credit Card Payment Works in Online Transactions
  1. Step 1: The buyer furnishes credit card details (card number, card issuer, card validity) online at the time of confirming the order.
  2. Step 2: The seller processes the details either offline (verifying credit limits) or online using encryption technology like SSL.
  3. Step 3: The card-issuing bank assumes the amount due from the cardholder to the seller.
  4. Step 4: The bank transfers the amount to the seller's account.
  5. Step 5: The buyer's account is debited, and the buyer may deposit the amount in instalments.
💡 A credit card allows purchase on credit, while a debit card deducts the amount immediately from the corresponding account. SSL is used for secure transmission of card details.
Exam Traps — Don't Make These Mistakes
⚠ Confusing e-business with e-commerce
✗ e-business and e-commerce are the same thing.
→ e-business is a broader term that includes e-commerce. e-commerce is only a subset of e-business, covering a firm's interactions with customers and suppliers. e-business also includes other electronically conducted business functions like production, inventory management, and HR.
✓ e-business is the conduct of industry, trade, and commerce using computer networks, and it includes e-commerce as a subset. e-commerce specifically covers a firm's interactions with its customers and suppliers over the internet.
⚠ Mixing up B2B, B2C, and Intra-B Commerce
✗ B2B is between a business and its customers, and B2C is between two businesses.
→ B2B (Business-to-Business) involves transactions between two business firms, e.g., a manufacturer and its supplier. B2C (Business-to-Consumer) involves a business firm and its customers. Intra-B commerce involves transactions within the same firm.
✓ B2B: both parties are business firms. B2C: one party is a business firm and the other is a customer. Intra-B: parties are from within the same business firm.
⚠ Thinking e-business has no limitations
✗ e-business is perfect and has no disadvantages.
→ e-business has several limitations: low personal touch, incongruence between order speed and delivery speed, need for technology competence, increased risk due to anonymity, people resistance, and ethical fallouts.
✓ Despite its benefits, e-business suffers from limitations such as low personal touch, incongruence between order taking and fulfilment speed, digital divide, transaction risks, and ethical concerns like employee privacy.
⚠ Confusing 'risk' with 'limitation'
✗ Low personal touch is a risk of e-business.
→ Low personal touch is a limitation, not a risk. Risks refer to the probability of mishappening causing financial, reputational, or psychological losses. Transaction risks, data storage and transmission risks, and privacy risks are examples of risks.
✓ Low personal touch is a limitation of e-business. Risks include transaction risks (default on order, delivery, or payment), data storage and transmission risks (virus, hacking), and risks to intellectual property and privacy.
⚠ Forgetting the three stages of online transactions
✗ Online transactions only involve placing an order and making payment.
→ Online transactions involve three distinct stages: pre-purchase/sale (advertising and information-seeking), purchase/sale (price negotiation, closing the deal, and payment), and delivery stage.
✓ The three stages of online transactions are: (1) Pre-purchase/sale stage, (2) Purchase/sale stage, and (3) Delivery stage. Except for delivery, all stages involve flow of information.
⚠ Misunderstanding the role of 'cookies'
✗ Cookies are a security threat that steal personal information.
→ Cookies are not inherently malicious. They are digital records similar to caller ID that provide sellers with relevant information like the consumer's name, address, and previous purchase record. They help verify customer details and improve user experience.
✓ Cookies are digital records that help sellers verify customer details and provide personalised service. They are not a security threat but a tool for identity verification.
Compare & Contrast
Ease of Formation
Traditional Business
E-business
Traditional business is difficult to form due to procedural requirements, while e-business is relatively easy to start with lower investment requirements.
Nature of Contact with Suppliers and Customers
Traditional Business
E-business
Traditional business involves indirect contact through intermediaries, while e-business involves direct contact.
Response Time
Traditional Business
E-business
Traditional business has a long response time for meeting customer/internal requirements, while e-business has instantaneous response time.
Business Process Cycle
Traditional Business
E-business
Traditional business has a sequential process (purchase-production-marketing-sales) leading to a longer cycle, while e-business allows simultaneous processes, resulting in a shorter cycle.
Scope
E-business
E-commerce
E-business is a broader term that includes all business functions conducted electronically (production, finance, HR, etc.), while e-commerce is a subset that specifically covers a firm's interactions with customers and suppliers over the internet.
Exam Focus
Marks pattern: 2 MCQs (1 mark each), 1 Short Answer (3 marks), 1 Long Answer (5 marks). Total: approximately 10 marks.
Most asked: Difference between e-business and e-commerce · Scope of e-business (B2B, B2C, Intra-B, C2C) · Benefits and limitations of e-business · Security and safety concerns of e-transactions (risks) · Process of online trading · Business Process Outsourcing (BPO) – need and scope
Don't skip: Distinguish between e-business and traditional business (5 marks); Discuss the benefits and limitations of e-business (5 marks); Explain the scope of e-business with examples (5 marks); What are the security concerns of e-business? How can they be addressed? (5 marks)
One-Line Revision (read aloud before the exam)
  1. E-business is the conduct of industry, trade, and commerce using computer networks.
  2. E-commerce is a subset of e-business covering a firm's interactions with its customers and suppliers over the internet.
  3. The scope of e-business includes B2B, B2C, Intra-B, and C2C commerce.
  4. B2B commerce involves transactions between two business firms, e.g., a manufacturer and its supplier.
  5. B2C commerce involves transactions between a business firm and its customers, e.g., online shopping.
  6. Intra-B commerce involves electronic transactions within the same business firm using an intranet.
  7. C2C commerce involves transactions between consumers, e.g., selling used goods on eBay.
  8. Benefits of e-business include ease of formation, convenience, speed, global reach, and movement towards a paperless society.
  9. Limitations of e-business include low personal touch, incongruence between order and delivery speed, digital divide, and increased risk due to anonymity.
  10. Online transactions involve three stages: pre-purchase/sale, purchase/sale, and delivery.
  11. Payment mechanisms in online trading include Cash-on-Delivery, Cheque, Net-banking Transfer, Credit/Debit Cards, and Digital Cash.
  12. Security risks in e-business include transaction risks (default on order, delivery, payment), data storage and transmission risks (virus, hacking), and privacy risks.
  13. Cryptography is the art of protecting information by encrypting it into an unreadable format called ciphertext.
  14. The Information Technology Act 2000 provides legal recognition to electronic records and digital signatures.
  15. Business Process Outsourcing (BPO) involves contracting out business processes to third-party specialists.
  16. India has gained significantly from BPO in terms of employment generation, capability building, and contribution to exports and GDP.

MCQs — 10 Questions with Answers

Q1. Which of the following best defines e-business?

  • A. The conduct of industry, trade, and commerce using computer networks ✓
  • B. Only the buying and selling of goods over the internet
  • C. A process limited to B2C transactions between firms and customers
  • D. The outsourcing of business functions to external organizations

Answer: A — e-business encompasses all business functions conducted electronically via computer networks, not just buying and selling (e-commerce).

Q2. How is e-business different from e-commerce?

  • A. e-commerce is broader and includes all electronic operations
  • B. e-business includes e-commerce plus other electronic functions like production, finance, and HR ✓
  • C. e-commerce is used only for B2B transactions while e-business is for B2C
  • D. There is no difference; both terms mean the same thing

Answer: B — e-business is the broader umbrella term that includes e-commerce (buying/selling) and many other electronically conducted business functions.

Q3. What does B2B e-commerce involve?

  • A. Transactions between a business and individual consumers
  • B. Internal electronic processes within a firm
  • C. Electronic transactions between two or more business firms, such as suppliers and manufacturers ✓
  • D. Direct online shopping by customers on e-commerce websites

Answer: C — B2B (business-to-business) specifically refers to electronic transactions between business firms, often using EDI technology.

Q4. A manufacturing company monitors its stock-in-transit, manages vendor orders through computers, and controls real-time inventory across multiple locations. Which type of e-business transaction is this best example of?

  • A. B2C transaction because customers are involved
  • B. B2B transaction involving supplier and distribution network management ✓
  • C. Intra-B transaction limited to internal operations only
  • D. BPO because it involves outsourcing to vendors

Answer: B — Managing vendor orders and supplier networks through electronic systems is a B2B transaction between the manufacturer and its business partners.

Q5. Which of the following is NOT a benefit of switching to e-business?

  • A. 24/7 accessibility and global market reach
  • B. Reduced operational costs through elimination of intermediaries
  • C. Guaranteed prevention of all cyber attacks and data breaches ✓
  • D. Real-time inventory control and faster information transfer

Answer: C — While e-business offers many security tools, it cannot guarantee complete prevention of all cyber attacks; security remains an ongoing concern.

Q6. A firm's internal accounting system automatically processes invoices, HR software manages payroll, and production systems track manufacturing status. Which scope of e-business does this represent?

  • A. B2B transactions with suppliers
  • B. B2C transactions with customers
  • C. Intra-B (internal electronic processes within the firm) ✓
  • D. Business Process Outsourcing to external vendors

Answer: C — These internal electronic operations — accounting, payroll, production management — fall under intra-B transactions within the organization.

Q7. Consider this scenario: A bank processes customer complaints through a dedicated outsourced team in another country, manages payroll through an external HR service provider, and handles data entry for loan applications through a BPO firm. Which best describes the bank's strategy?

  • A. Implementing B2C e-commerce to serve customers better
  • B. Using BPO to focus on core banking functions while contracting non-core activities ✓
  • C. Adopting intra-B systems to automate all internal operations
  • D. Eliminating all security concerns through outsourcing

Answer: B — The bank is outsourcing non-core functions (customer service, payroll, data entry) to specialized BPO providers while focusing on its core banking business.

Q8. Which statement about security in e-business is correct? (I) Data encryption and payment gateways are critical requirements. (II) Security concerns include data breaches, cyber attacks, and unauthorized access.

  • A. Only statement (I) is correct
  • B. Only statement (II) is correct
  • C. Both statements (I) and (II) are correct ✓
  • D. Neither statement is correct

Answer: C — Both statements are accurate: firms must implement security measures like encryption and face real threats like data breaches and cyber attacks.

Q9. An online shopping website allows customers to browse products 24/7, place orders, make secure payments, and track deliveries in real-time. Which type of e-commerce transaction is demonstrated here?

  • A. B2B transaction because the website uses suppliers
  • B. B2C transaction showing direct firm-to-customer interactions ✓
  • C. Intra-B transaction of the website's internal operations
  • D. BPO arrangement with external delivery partners

Answer: B — Direct customer interactions like browsing, purchasing, payment, and order tracking represent B2C (business-to-customer) e-commerce.

Q10. Digitisation, outsourcing, and globalisation are driving e-business adoption. Which factor enables a firm to reduce costs while accessing specialized expertise from across the world?

  • A. Digitisation alone through automated systems
  • B. Globalisation by expanding to new geographic markets
  • C. Outsourcing (especially BPO) to contract non-core functions to external specialists ✓
  • D. All three factors must work together equally

Answer: C — BPO (Business Process Outsourcing) specifically enables cost reduction and access to global specialized expertise by contracting non-core business functions externally.

Flashcards

What is e-business?

e-business is the conduct of industry, trade, and commerce using computer networks like the internet.

How does e-commerce differ from e-business?

e-commerce covers only firm-customer and firm-supplier transactions online, while e-business includes all electronically conducted functions like production, finance, HR, and accounting.

What is B2B e-commerce?

B2B (business-to-business) e-commerce involves electronic transactions between two or more business firms, such as suppliers and manufacturers using EDI technology.

What is B2C e-commerce?

B2C (business-to-customer) e-commerce involves direct online transactions between a firm and its individual customers, like online shopping on e-commerce websites.

What does intra-B mean in e-business?

Intra-B refers to a firm's internal electronic processes and systems, such as inventory management, accounting, and human resource administration within the organization.

Name three major security concerns in e-business.

Data breaches, unauthorized access to customer information, payment fraud, and cyber attacks are major security concerns in electronic business transactions.

What is Business Process Outsourcing (BPO)?

BPO is the practice of contracting non-core business functions to external specialist organizations to reduce costs and improve efficiency.

What are the main advantages of switching to e-business?

Key benefits include 24/7 accessibility, reduced operational costs, faster transactions, wider market reach, improved customer service, and real-time inventory control.

What infrastructure is required to initiate e-business?

Firms need reliable internet connectivity, secure servers, e-commerce platforms, payment gateways, data storage systems, and trained IT personnel.

Why do firms adopt BPO?

Firms adopt BPO to reduce costs, focus on core competencies, access specialized expertise, improve service quality, and achieve better operational efficiency.

Important Board Questions

Define e-business and give one example of how it differs from traditional business methods. [2 marks]

State that e-business uses computer networks for all business functions (not just buying/selling). Example: Traditional retail with fixed store hours vs. online shopping available 24/7 without intermediaries.

Explain the scope of e-business by describing B2B, B2C, and intra-B transactions with relevant examples. Why is e-business considered broader than e-commerce? [5 marks]

Define each transaction type: B2B (firm-to-firm like supplier orders), B2C (firm-to-customer like online shopping), intra-B (internal like accounting/HR systems). Then explain that e-business includes all three plus other functions (production, finance), while e-commerce covers only buying/selling with external parties.

A medium-sized manufacturing company is considering a shift to e-business and plans to outsource its customer support, accounting, and payroll functions to a BPO service provider. Analyze the benefits and security concerns the company should address before implementing this strategy. [6 marks]

Benefits: cost reduction, specialized expertise, focus on core manufacturing, global talent access, improved efficiency. Security concerns: data breach risks with outsourced functions, unauthorized access to financial/customer information, cyber attacks on payment systems, loss of confidentiality, need for strong contracts and encryption. Discuss how BPO enables e-business adoption but requires careful security planning.

Assertion-Reason Questions for Emerging Modes of Business

Q1. Assertion (A):

e-business is a broader concept than e-commerce.

Reason (R):

e-commerce is limited to a firm's interactions with customers and suppliers over the internet, while e-business includes all electronically conducted business functions including production, inventory, accounting, and HR.

Answer: A — Both A and R are true, and R is the correct explanation of A — Both statements are true and the reason correctly explains why e-business is broader. e-commerce is the subset dealing only with buying/selling transactions, while e-business encompasses all business functions conducted electronically. The reason provides the precise distinction.

Q2. Assertion (A):

B2B commerce requires the use of Electronic Data Interchange (EDI) technology.

Reason (R):

EDI was originally the technology for facilitating B2B transactions by electronically sending and receiving commercial documents like purchase orders and invoices.

Answer: B — Both A and R are true, but R is NOT the correct explanation of A — The assertion is true — the chapter explains EDI's role in B2B commerce. However, the reason, while true, does not explain WHY B2B requires EDI. Modern B2B commerce uses various technologies beyond EDI (APIs, cloud-based platforms, etc.). The reason describes what EDI does historically, not why it's a requirement for B2B.

Q3. Assertion (A):

Firms evolve newer business modes like e-business to meet competitive pressures and consumer demands for better quality, lower prices, and faster delivery.

Reason (R):

Business is aimed at creating utilities and value, and business managers continually seek better ways to deliver this value in response to market competition.

Answer: A — Both A and R are true, and R is the correct explanation of A — Both statements are true and the reason correctly explains the assertion. The passage states firms strengthen capabilities to create utilities and deliver value to meet competitive pressures and ever-growing consumer demands. The reason provides the underlying business logic that drives the evolution of business modes.

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Case-Based Questions (CBQ) for Emerging Modes of Business

Case Study:

Shoprite, a major Indian grocery retailer, launched its e-commerce platform during 2023. The platform allows customers to browse and purchase groceries from their homes, with delivery within 24 hours in metropolitan areas and 48 hours in tier-2 cities. Behind the scenes, the company implemented electronic inventory management across 150 warehouses, automated reordering systems that trigger when stock falls below threshold levels, B2B connections with 500+ suppliers for just-in-time procurement, and integrated payment gateways accepting multiple payment methods. The company's supply chain visibility improved by 40%, reducing waste, and customer satisfaction scores increased from 7.2 to 8.8 out of 10.

Q1. Shoprite's customer-facing online grocery purchasing represents which type of e-commerce?

  • A. B2B commerce with wholesale suppliers
  • B. B2C commerce with end consumers ✓
  • C. Intra-B internal inventory management
  • D. EDI-based supplier transactions

Answer: B

Q2. The automated reordering system that manages stock levels across 150 warehouses exemplifies which aspect of e-business?

  • A. Only e-commerce focused on customer sales
  • B. Intra-B operations for internal inventory management ✓
  • C. B2C direct consumer delivery only
  • D. Elimination of human warehouse staff

Answer: B

Q3. The B2B connections with 500+ suppliers for just-in-time procurement demonstrate:

  • A. Traditional paper-based supplier relationships
  • B. Intra-B internal company operations only
  • C. e-business integration between Shoprite and supplier firms ✓
  • D. Consumer payment processing systems

Answer: C

Q4. Why has Shoprite's comprehensive e-business implementation (combining B2C sales, supplier integration, and internal automation) achieved greater results than a competitor offering only online shopping without backend digitisation?

  • A. Because it eliminates all traditional retail operations
  • B. Because it uses more advanced technology than any competitor
  • C. Because online shopping is inherently superior to backend operations
  • D. Because integrated e-business across multiple functions creates operational efficiency, supply chain visibility, and better customer experience ✓

Answer: D

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