Exam 4: Business Processes

________ is a measure of process performance that is a ratio of output to inputs.

Briefly describe the five core management processes that comprise Level 1 of the SCOR model.

A set of tasks or activities that addresses the main value-added activities of an organization is a:

A(n)________ process performs the main,value-added activities of an organization.

Green Belts have:

The first lane of a swim lane process map is usually reserved for ________.

What is the general procedure for developing a swim lane process map?

The process mapping effort took Team Tiger a full two weeks,but finally their efforts had paid off.The entire process had been meticulously documented;every twist and turn,handoff,loop,and diversion in the process was clearly drawn out in a color-coded masterpiece that was not only useful,but also a work of modern art rivalling anything Jackson Pollock had ever produced."Well done," the CEO exclaimed as he admired their work product,"have a cigar!" From the corner of the room came a timid voice,"It's a lovely process map sir,but I don't think we are done yet." A hush fell over the room and their cigars drooped in unison as if yanked down by a marionette's puppeteer."Explain yourself!" the CEO bellowed. "The process map is a necessary starting point,but now we should study the flow chart to identify potential trouble spots and see how we might actually improve the process.I recently received some training that listed four guidelines for improving a process based on examining a process map." "It sounds like you're not done yet,so I'll collect my cigars and leave you to your work." The CEO's assistant plucked the cigars out of the bewildered worker's mouths and they grimly returned to their seats in the conference room.Help them finish the job by discussing the four guidelines for improving a process - what should they look for on their process map and how should those elements be addressed?

When should a process be an art and not a science?

Which two continuous improvement tools are most similar in appearance?

What is benchmarking and how do the two types differ?

Develop a logical order for use of these analysis tools (flow chart,scatter plot,Pareto chart,cause and effect diagram,check sheet)for a process troubleshooter that is unfamiliar with the business process she has been called to help fix.In addition to assigning an order of use,explain why you feel it is in her best interest to use the tools in the order you provide.

A(n)________ is used to record how frequently a certain event occurs.

In statistical terms,a process that achieves Six Sigma quality will generate about:

The elapsed time needed to complete a business process is called ________.

A support process performs necessary,value-added activities of an organization.

Every morning the married couple waged a war over the available laptop computer.Jeff was always eager to get started on the task at hand but Liza felt the need to first download her podcasts,which infuriated Jeff.He decided to track the time he spent waiting for podcasts to download every day for a month to see whether things were getting worse.The best tool for displaying these results to the divorce court judge would be a:

A professor is expected to cover 16 chapters in an operations management text each semester.One semester the professor dismisses class 30 minutes early every Monday and Friday and is able to cover only 12 chapters.What is the professor's efficiency?

Your university sends a contingent of top-ranking officials to Las Vegas hotels to study ways to improve dormitory living conditions.This is an example of process benchmarking.

The magnitude of changes created by a continuous improvement program is generally larger than those created by a business process reengineering program.