Deck 5: Using Is to Improve Processes

Question 1

The primary objective of sales and marketing processes is to find prospects and transform them into customers by selling them something.

Answer 1

True

Question 2

A role is a subset of the activities in a business process that are performed by a particular actor.

Answer 2

True

Question 3

In a dynamic process,the activities typically follow a fixed predefined sequence.

Answer 3

False

Question 4

Providing after-sales support to enhance or maintain the value of a product is called service.

Question 5

Human resources processes assess the motivations and skills of employees; create job positions; investigate employee complaints; and staff,train,and evaluate personnel.

Question 6

Evaluating customer complaint patterns is an example of an operational customer service process.

Question 7

An objective is a desired goal an organization has decided to pursue.

Question 8

A managerial technology development process decides if a particular technology will be purchased or developed by the company.

Question 9

Actors are resources who are either humans or computer hardware.

Question 10

A business process is a sequence of activities for accomplishing a function.

Question 11

Processes can have effectiveness or efficiency objectives,or both.

Question 12

Efficiency and effectiveness occur only at the operational and strategic levels of processes.

Question 13

Resources are defined as tasks within a business process.

Question 14

Inbound logistics processes include scheduling the equipment,people,and facilities necessary to build or assemble a product or provide a service.

Question 15

An efficiency objective is one that focuses on doing the right things,thereby helping achieve organizational strategy.

Question 16

Efficiency objectives seek to conserve limited resources while effectiveness objectives help achieve a company strategy.

Question 17

Technology development processes include designing,developing,and testing technology in support of the primary activities in the value chain.

Question 18

Since judgment and a tolerance for ambiguity are important,managerial processes typically have more human actors than strategic processes.

Question 19

A strategic technology development process estimates the time required for each step in a software development process.

Question 20

Service processes concern the management of finished-goods inventory and the movement of goods from that inventory to the customer.

Question 21

Process teams use BPMN diagramming to depict process improvements.

Question 22

Controls help limit wide variations in activities so that a process runs more consistently and smoothly.

Question 23

Automation means that a computer does an activity or a part of an activity that was once done by a person.

Question 24

Accurate measures are exact and precise.

Question 25

Activities of processes that do not involve information systems cannot be improved.

Question 26

A reasonable measure is one that is valid and compelling.

Question 27

People are more capable than automated actors in low-judgment settings where well-known and repeatable activities are performed.

Question 28

One common way to improve an activity is to add resources to it.

Question 29

IS can improve a process by improving the control of activities in the process.

Question 30

Six Sigma is the most common approach to process improvement in the manufacturing industry.

Question 31

A process can be improved by outsourcing an activity.

Question 32

Information systems can hinder a process by restricting the flow of data.

Question 33

Every business process has one or more possible objectives.

Question 34

Clearly communicated objectives help process participants better understand how the process can be improved.

Question 35

Information systems can improve a process by adding or improving the data flow between activities in the same or different processes.

Question 36

The situation in which the data needed for a process activity is available and stored in an accessible location is called an information silo.

Question 37

A process can be improved by creating a bottleneck.

Question 38

Managers need not make unstated objectives of a process explicit.

Question 39

Diagrams of suggested improvements are called "as-is" diagrams.

Question 40

Managers should not marry measures; they need to be able to move on when a better measurement option emerges.

Question 41

________ processes are commonplace,routine,everyday business processes.

A) Strategic
B) Managerial
C) Operational
D) Transformational

Question 42

Vera works at a bakery.She is in charge of ordering ingredients and boxes as well as receiving and paying for these items.With reference to inbound logistics processes,Vera is responsible for ________.

A) order tracking
B) inventory management
C) procurement
D) scheduling maintenance

Question 43

Lindsay works at a coffee shop in Chicago.Her responsibilities include assessing seasonal promotions,planning and scheduling cashiers,and determining which personnel to promote.Lindsay is in charge of ________ processes at the coffee shop.

A) transformational
B) strategic
C) operational
D) managerial

Question 44

Processes such as procurement,managing inventory,and evaluating potential suppliers are a part of ________.

A) inbound logistics
B) operations
C) services
D) outbound logistics

Question 45

Which of the following primary activities of a value chain is responsible for receiving,storing,and disseminating product inputs?

A) service
B) operations
C) inbound logistics
D) sales and marketing

Question 46

Which of the following processes typically seek to resolve issues that have long-range impact on an organization?

A) transactional processes
B) operational processes
C) managerial processes
D) strategic processes

Question 47

________ concern resource use and include planning,assessing,and analyzing the resources used by the company in pursuit of its objectives.

A) Managerial processes
B) Operational processes
C) Transactional processes
D) Strategic processes

Question 48

Corporate budgeting and introducing a new product are examples of ________.

A) service processes
B) operational processes
C) managerial processes
D) strategic processes

Question 49

Which of the following is true about objectives of processes?

A) Objectives can occur only in the strategic process level.
B) Objectives are mutually exclusive.
C) An effectiveness objective aims to conserve resources.
D) An efficiency objective aims to conserve resources.

Question 50

When Naomi makes decisions regarding the location of a new franchise for her Italian restaurant and charts out the growth plan for her business over the next 5-8 years,her decisions relate to the ________ processes of her business.

A) strategic
B) operational
C) managerial
D) transactional

Question 51

A department uses its own system because it can be purchased and implemented more quickly than most enterprise solutions.

Question 52

Which of the following is true about operational processes?

A) Their procedures and instructions are frequently changed.
B) They have more computerized actors than other types of processes.
C) They are supported by executive support systems.
D) They can be easily modified when compared to other types of processes.

Question 53

Which of the following information systems facilitate strategic processes?

A) transaction processing systems
B) management information systems
C) executive support systems
D) production systems

Question 54

Which of the following information systems facilitate operational processes?

A) expert systems
B) executive support systems
C) management information systems
D) transaction processing systems

Question 55

James works at a local electronics store.He is responsible for ordering supplies,paying bills,and informing regular customers about the latest products that are available.James is responsible for the ________ processes at the store.

A) strategic
B) operational
C) managerial
D) transformational

Question 56

Which of the following is true about strategic processes?

A) They have broad scope and affect most of the firm.
B) They occur more frequently than other types of processes.
C) They are facilitated by management information systems.
D) They have more computerized actors compared to other types of processes.

Question 57

Which of the following is true about managerial processes?

A) They are more difficult to change than other types of processes.
B) They seek to resolve issues that have long-range impact on the organization.
C) They have fewer computerized actors compared to operational processes.
D) They are facilitated by transaction processing systems.

Question 58

________ means creating more output with the same inputs or the same output with fewer inputs.

A) Quality
B) Efficiency
C) Sustainability
D) Effectiveness

Question 59

The most complete fix to eliminate information silos is to duplicate the data.

Question 60

A(n)________ objective is one that focuses on doing the right things,thereby helping an organization achieve its strategic goals.

A) efficient
B) myopic
C) productive
D) effective

Question 61

Which of the following is an example of a strategic sales and marketing process?

A) evaluating promotional discounts
B) awarding a refund
C) managing inventory
D) launching a new product

Question 62

Typically,information systems use ________ to improve processes to limit the behavior of users.

A) control
B) automation
C) bottlenecks
D) logistics

Question 63

An example of a strategic inbound logistics process is ________.

A) evaluating technology acquisition options
B) evaluating customer complaint patterns
C) evaluating outsourcing service options
D) evaluating potential suppliers

Question 64

A(n)________ technology development process decides if a particular technology will be purchased or developed by the company.

A) strategic
B) managerial
C) operational
D) transactional

Question 65

________ are referred to as quantities assigned to attributes.

A) Codes
B) Semantics
C) Metrics
D) Silos

Question 66

________ processes include processes in accounting,administration,quality assurance,and legal and financial areas.

A) Human resources
B) Technology development
C) Infrastructure
D) Service

Question 67

________ means that a computer does an activity or a part of an activity that was once done by a person.

A) Memorization
B) Iteration
C) Recursion
D) Automation

Question 68

________ include determining pay scales and authorizing types of incentives.

A) Strategic service processes
B) Strategic human resources processes
C) Strategic marketing processes
D) Strategic operations processes

Question 69

A managerial technology development process includes ________.

A) authorizing types of incentives and deciding organizational structure
B) testing whether a newly developed software can handle thousands of possible keystroke entries
C) deciding if a particular technology will be purchased or developed by the company
D) estimating the time required for each step in a software development process

Question 70

________ are also called key performance indicators by process improvement experts.

A) Objectives
B) Measures
C) Bottlenecks
D) Procedures

Question 71

How can information systems be used to improve processes?

A) by creating a bottleneck situation
B) by improving one of the activities in the process
C) by removing unproductive resources
D) by minimizing automation

Question 72

Operational customer service processes include ________.

A) authorizing incentives
B) evaluating outsourcing options
C) tracking orders
D) scheduling maintenance

Question 73

________ processes schedule the equipment,people,and facilities necessary to build or assemble a product or provide a service.

A) Human resources
B) Sales and marketing
C) Outbound logistics
D) Operations

Question 74

Jennifer was recently hired by a software firm to investigate employee complaints,and train and evaluate personnel.Jennifer is in charge of the ________ processes in the software firm.

A) operations
B) service
C) technology development
D) human resources

Question 75

________ processes collect,store,and distribute products to buyers.

A) Sales and marketing
B) Outbound logistics
C) Service
D) Operations

Question 76

The sales process that records the sales order,ships the product,and bills the customer is a(n)________ process.

A) outbound logistics
B) marketing
C) service
D) operations

Question 77

Which of the following is an example of a strategic human resources process?

A) deciding the organizational structure
B) recruiting skilled personnel
C) assessing employee performance
D) training the organization's workforce

Question 78

Which of the following is an example of a managerial sales and marketing process?

A) awarding a refund
B) evaluating promotional discounts
C) opening a new restaurant
D) determining the payment policy

Question 79

At the sandwich outlet where Betty works,assembling the submarine sandwiches is her responsibility.Betty is responsible for the ________ processes in the outlet.

A) human resources
B) operations
C) inbound logistics
D) service

Question 80

A(n)________ technology development process tests whether newly developed software can handle tens of thousands of possible keystroke entries.

A) operational
B) managerial
C) transformational
D) strategic