Classifying costs; value chain: insurance Using the value chain classifications provided, classify the costs listed below for a major insurance company:

(a) research and development (b) design (c) production/delivery (d) marketing (e) customer support. Costs: 1. Salaries of the customer service staff who process customer insurance transactions in their branches. 2. Salaries of the managers who develop new insurance offerings. 3. Cost of IT equipment used by customer service staff. 4. Cost of the central computer systems used to manage and process all insurance renewals, claims and related insurance transactions. 5. Salaries of staff who deal with customer complaints. 6. Cost of operating self-service terminals in branches. 7. Cost of TV advertising. 8. Salaries of the head office team that monitors trends in the insurance industry