Deck 5: Using IS to Improve Processes

Question 1

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

Answer 1

False

Question 2

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

Answer 2

False

Question 3

Operational processes are commonplace, routine, everyday business processes.

Answer 3

True

Question 4

Service processes transform inputs into outputs.

Question 5

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

Question 6

Outbound logistics processes collect, store, and distribute products to buyers.

Question 7

Managerial processes include planning, assessing, and analyzing the resources used by a company in pursuit of its objectives.

Question 8

Procurement is an operational process that acquires goods and services.

Question 9

Sales and marketing provide the means and incentives for customers to purchase a product or service.

Question 10

The process objective of effectiveness is defined as the creation of more output with the same inputs or the same output with fewer inputs.

Question 11

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

Question 12

An example of a strategic inbound logistics process is the evaluation of potential suppliers.

Question 13

Inbound logistics receives, stores, and disseminates product input.

Question 14

Once defined, the procedures or instructions for operational processes are changed very infrequently.

Question 15

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

Question 16

Strategic processes focus on the use of resources.

Question 17

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

Question 18

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

Question 19

Strategic processes seek to resolve issues that have a long-range impact on the organization.

Question 20

Efficient objectives seek to conserve limited resources while effective objectives help achieve company strategy.

Question 21

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

Question 22

One of the ways IS helps improve a process is by improving the control over the process.

Question 23

Consistent measures are reliable.

Question 24

The most significant technology for improving business processes is ERP systems.

Question 25

It is possible to change the arrangement of the activities of a process without changing resource allocations.

Question 26

The OMIS model requires that each process have explicitly stated objectives.

Question 27

The first step in the OMIS model is to specify and, if possible, improve how each objective is measured.

Question 28

IS and non-IS process improvements are distinct from one another and generally do not overlap.

Question 29

A business can improve a process by adding resources to a given process without changing its structure.

Question 30

A reasonable measure is accurate and consistent.

Question 31

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

Question 32

One way to improve a process with IS is to improve the links among activities in the same process or among activities in different processes.

Question 33

A common method used to control processes in organizations is linkage.

Question 34

The impact of one activity on another activity is called an actor.

Question 35

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

Question 36

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

Question 37

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

Question 38

Accurate measures are exact and precise.

Question 39

Metrics are quantities assigned to attributes.

Question 40

One cannot alter a business process without changing its structure.

Question 41

Though SOA provides the benefit of automation, it reduces control over activities.

Question 42

Which of the following information systems facilitates strategic processes?

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

Question 43

In networks, encapsulation is used to allow devices to communicate containers (packets)of data without being concerned about the data inside.

Question 44

The advantages of an enterprise system are generally not evident when multiple processes across several departments rely on it.

Question 45

Information silos are meant to make processes efficient and effective.

Question 46

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

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

Question 47

Which of the following information systems facilitates operational processes?

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

Question 48

Diagrams of current processes are called BPMN diagrams.

Question 49

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 rely on fewer computerized actors compared to operational processes.
D) They are facilitated by transaction processing systems.

Question 50

At the electronics store, James is responsible for ordering supplies, paying bills, and ringing up regular customers to inform them 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 51

________ are commonplace, routine, everyday business processes.

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

Question 52

Which of the following is true about strategic processes?

A) They are broad in scope and impact most of the firm.
B) They are concerned primarily with the use of resources.
C) They are facilitated mainly by management information systems.
D) They rely more on computerized actors compared to other types of processes.

Question 53

SOA is an IS approach designed to simplify data-sharing among process activities.

Question 54

One way to eliminate information silos is by storing a single copy of data in a shared database and revising business processes to use that database.

Question 55

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

Question 56

________ 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 57

Information silos is a condition that exists when data are isolated in separated information systems or when data are duplicated in various places.

Question 58

Which of the following is true about operational processes?

A) Their procedures and instructions are frequently changed.
B) They rely more on computerized actors than other types of processes.
C) They are supported by executive support systems.
D) They seek to resolve issues that have long-range impact on the organization.

Question 59

Diagrams of suggested improvements are called as-is diagrams.

Question 60

Lindsay's responsibilities at the coffeehouse where she works include assessing seasonal promotions, planning and scheduling cashiers, and determining which personnel to promote. Lindsay is in charge of ________ processes.

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

Question 61

As one of the objectives of processes, ________ means creating more output with the same inputs or the same output with fewer inputs.

A) quality
B) efficiency
C) productivity
D) effectiveness

Question 62

Operational customer service processes include ________.

A) awarding refunds
B) evaluating customer complaint patterns
C) tracking orders
D) training service personnel

Question 63

Vera works at a bakery where she is in charge of ordering ingredients and boxes as well as receiving and paying for these items. Vera is responsible for which of the following inbound logistics processes?

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

Question 64

Which business process is responsible for receiving, storing, and disseminating product inputs?

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

Question 65

________ 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 66

The most common combination of processes and objectives is when ________ processes combine with efficiency objectives and ________ processes combine with effectiveness objectives.

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

Question 67

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 68

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) evaluating customer complaint patterns

Question 69

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 70

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 71

Setting a business's budget and introducing a new product are examples of ________.

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

Question 72

At the Subway outlet where Betty works, assembling the sub sandwiches is her responsibility. Betty is responsible for which of the following business processes?

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

Question 73

Which of the following business processes is responsible for collecting, storing, and distributing products to buyers?

A) sales and marketing processes
B) outbound logistics processes
C) service processes
D) operations processes

Question 74

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 75

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 76

Jennifer was hired recently by a software firm to investigate employee complaints and train and evaluate personnel. Jennifer is in charge of which of the following business processes?

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

Question 77

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 78

________ 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 79

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

A) evaluating promotional discounts
B) awarding a refund
C) contacting customers about promotional offers
D) launching a new product

Question 80

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

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