Deck 6: Using Is to Improve Processes

Question 1

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

Answer 1

False

Question 2

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

Answer 2

False

Question 3

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

Answer 3

False

Question 4

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

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

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

Question 7

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

Question 8

Inbound logistics processes receive,store,and disseminate product input.

Question 9

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

Question 10

Actors are resources who are either humans or computer hardware.

Question 11

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

Question 12

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

Question 13

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

Question 14

Resources are defined as tasks within a business process.

Question 15

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

Question 16

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

Question 17

Processes can have effectiveness or efficiency objectives,or both.

Question 18

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

Question 19

Operational service processes include Track Orders,Customer Support,and Customer Support Training.

Question 20

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

Question 21

Information systems (IS)can improve a process by improving the control of activities in the process.

Question 22

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

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

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

Question 25

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

Question 26

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

Question 27

Process teams use BPMN diagramming to depict process improvements.

Question 28

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 29

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

Question 30

A process can be improved by creating a bottleneck.

Question 31

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

Question 32

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

Question 33

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

Question 34

Managers need not make unstated objectives of a process explicit.

Question 35

A reasonable KPI is one that is valid and compelling.

Question 36

A process can be improved by outsourcing an activity.

Question 37

The best KPIs are reasonable,accurate,and consistent.

Question 38

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

Question 39

Every business process has one or more possible objectives.

Question 40

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

Question 41

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 42

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 43

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

Question 44

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

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

Question 45

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 46

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 47

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 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

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 50

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

Question 51

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 52

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 53

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 54

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 55

________ processes are commonplace,routine,everyday business processes.

A) Strategic
B) Managerial
C) Operational
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

________ 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 58

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 59

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 60

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 61

Operational customer service processes include ________.

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

Question 62

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 63

________ 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 64

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 65

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 66

________ 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 67

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 68

________ are referred to as quantities assigned to attributes.

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

Question 69

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

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

Question 70

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

Question 71

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

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

Question 72

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 73

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 74

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 75

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 76

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 77

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

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

Question 78

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

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

Question 79

It is the ________'s job to specify the best KPIs or,if necessary,to improve the choice of KPIs and communicate these measures to process participants.

A) customer
B) manager
C) process owner
D) team

Question 80

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