It should now be apparent how critical business processes are to organisational success. The question arises, "How should businesses go about managing and improving their business processes?" Organisations have been asking this question for years. Due to this, experts have developed various measures, methodologies and tools for managing business processes. You are required to answer the following questions: 5.1 Differentiate between single factor and multiple factor productivity measures using appropriate (4 marks ) examples. 5.2 Company A, a manufacturing Company, has done exceptionally well with productivity, efficiency (16 marks) and percent value-added time ratios being consistently over 80% for the previous three years. This year, total output and input measured R10200000 and R10250000 respectively. The two production managers of the company both had targets for the year; each director is expected to achieve 40 completed units an hour. Manager Ndlovu's team in producing Samsung laptop bags achieved an output of 37 units per hour while Manager Naidoo's team, manufacturing Apple laptop bags, achieved an output of 41 units per hour. It was noticed the customer service division should take 10 minutes to deal with customer queries, yet, customer services normally spent 25 minutes on this function. You are required to: 2.2 Calculate the productivity ratio and evaluate the performance of Company A, 2.2 Calculate the efficiency of each of the managers and evaluate their performance. (6 marks) 3 Calculate the percent value added time of the Customer Service department and ap the results