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Process mapping 

Identification of location and 

responsibilities for processes within an organisation.

Process variable 

The element of the marketing mix 

that involves the methods and procedures companies use 

to achieve all marketing functions.

Product variable 

The element of the marketing mix 

that involves researching customers’ needs and developing 

appropriate products.

Production or live environment 

Software and 

hardware used to host an operational system.

Productivity paradox 

Research results indicating a 

poor correlation between organisational investment in 

information systems and organisational performance 

measured by return on equity.

Promotion variable 

The element of the marketing mix 

that involves communication with customers and other 

stakeholders to inform them about the product and the 

organisation.