Deck 5: Building and Changing Global Business Processes

Question 1

This is an approach that links a company with providers of the raw components it needs to make a product or service,manufacture that product or service,and delivers it to customers.

A) Customer Relationship Management (CRM)
B) Supply Chain Management (SCM)
C) Product Lifecycle Management (PLM)
D) Enterprise Resource Planning (ERP)
E) Value Chain Management (VCM)

Answer 1

B

Question 2

Which one of the following enterprise systems is social IT increasingly integrating with?

A) ERP
B) SCM
C) PLM
D) CRM
E) SAP

Answer 2

D

Question 3

If an organization was going to make substantial changes to its customer service department,it would use this type of transformation tool.

A) Business Process Reengineering (BPE)
B) Reengineering Process Control (RPC)
C) Engineering Control System (ECS)
D) Total Process Improvement (TPI)
E) System Process Control (SPC)

Answer 3

A

Question 4

Computer systems in the 1960s and early 1970s were typically designed around a specific departmental need and did not interface very well.These systems were designed to support:

A) The functional perspective.
B) The entire enterprise.
C) The silo perspective.
D) Incremental change.
E) Social IT and mobile needs.

Question 5

Businesses today link their customers and suppliers through a single network that optimizes cost and opportunities for all.This is possible because of all of the following reasons EXCEPT:

A) Standardized communication networks (like the Internet)
B) The availability of SCM enterprise systems
C) The inability to coordinate workflow across organizational boundaries
D) The globalization of business
E) The ubiquity of IT

Question 6

The Six Sigma DMAIC process to improve an existing process includes all of the following EXCEPT:

A) Define
B) Measure
C) Analyze
D) Improve
E) Computerize

Question 7

Which one of the following is NOT a quality associated with agile and dynamic business processes?

A) Designed to support incremental improvement of processes
B) Relies on a high degree of IT
C) Allows for companies to take advantage of the latest innovations
D) Change requires significant redesign effort
E) Readily supports changing business requirements

Question 8

All of the following are good metrics a firm can use to measure the success of a business process EXCEPT for:

A) A customer's satisfaction with the quality of the product received
B) The time elapsed from when the customer placed an order to the time the product is received
C) The change demographics of a region.
D) The number of orders the customer places in a given timeframe.
E) Profitability of a goods f) Revenue received from a service

Question 9

Enterprise systems are useful for organizations seeking to do all of the following EXCEPT:

A) Encourage duplication of data
B) Centralize decision making
C) Make effective use of organizational databases
D) Unify operations
E) Standardize processes

Question 10

A company that wants to make incremental improvements to existing business processes would utilize which of the following?

A) Total quality management
B) Workflow management
C) Business process management
D) Business process reengineering
E) Enterprise resource planning

Question 11

_________________________is an all-encompassing tool used for modeling,building,executing and monitoring business processes that go across organizational boundaries (and often systems).

A) Enterprise system
B) Workflow diagrams
C) SharePoint
D) Business Process Management systems
E) Integrated information systems

Question 12

In this business structure the firm is a hierarchy organized around a set of functions. Each group has a core competency that it concentrates upon.

A) Technology
B) Business reengineering approach
C) Functional
D) Process Control
E) Business process

Question 13

Enterprise Rent-A-Car was able to model and better understand how service requests were handled and then optimize the process,greatly benefiting the customer experience.Enterprise achieved this benefit using which tool?

A) Business process management
B) Radical redesign
C) New product development
D) Six sigma
E) Product life cycle management

Question 14

When would an organization elect to use BPR over TQM?

A) When they want to make small, incremental changes
B) When they need to attain aggressive improvement goals
C) When they have time to refine their improvement goals
D) When there is not a need to make significant immediate changes
E) When they want the employees to have control over the changes

Question 15

All of the following are characteristics of an ERP system EXCEPT:

A) ERP systems provide seamless integration of information flow across the organization.
B) ERP systems provide best practices for generic business processes.
C) ERP systems have evolved to support newer IT architectures.
D) ERP systems work "out of the box" with little configuration requirements.
E) ERP systems are usually software packages purchased from a provider/vendor

Question 16

All of the follow are negative outcomes found in a firm that is afunctional EXCEPT for:

A) suboptimization
B) communication gaps
C) lose site of the business goals
D) lost information
E) redundancy of expertise

Question 17

This type of process reengineering uses a radical improvement method for change.

A) Business Process Reengineering
B) System Development Engineering
C) Six Sigma
D) System Quality Management
E) Total Quality Management

Question 18

These are comprehensive software packages that incorporate all modules needed to run the internal operations of a business. They should include the following modules: Manufacturing,Accounting,Human Resources and Sales.

A) SCM systems
B) Groupware system
C) ERP systems
D) CRM systems
E) PLM systems

Question 19

Organizations use the enterprise system to drive the redesign of a business process (rather than the process driving the system implementation) for all of the following reasons EXCEPT:

A) The organization is just starting out and has no defined processes.
B) The business process itself is not seen as a competitive strategic advantage.
C) There is little time or resources to deviate from best practices.
D) The organization has highly specialized processes that are not seen as best practices.
E) The needs of the business are met by the enterprise system.

Question 20

Middleware is software used to:

A) connect processes running on different computer systems across a network.
B) integrate a computer's operating system and its applications.
C) connect a computer system to the network.
D) support agile process redesign.
E) provide best business practices to ERP systems.

Question 21

Business processes are functional in nature and rarely cut across different departments in an organization.

Question 22

The functional perspective keeps the "big picture" in view.

Question 23

Sloane Valve's efforts to redesign its new product development (NPD) process are classified as radical redesign.

Question 24

The enterprise system used to manage all information related to customer interactions is called_____.

Question 25

Apple Inc.has developed iTunes,a unique propriety software system that supports Apple's need to delivery digital content to its customers. Apple chooses to develop iTunes rather than use an existing enterprise system solution,most likely because: a.The critical process of content delivery is Apple's strategic advantage.
B)The ability to integrate with existing enterprise systems does not exist.
C)It was too costly for Apple to purchase an enterprise system.
D)Apple was not satisfied with the look and feel of existing enterprise systems.

Question 26

Personnel often react more favorable to incremental change rather than radical change because incremental change gives them control and ownership of improvements.

Question 27

This is a set of information system tools used to enable information flow within and between processes across an organization.

Question 28

The speed and magnitude at which organizations must make changes today continues to decrease as a result of technology.

Question 29

ERP systems are expensive for all of the following reasons EXCEPT:

A) The software is costly to purchase.
B) There is an enormous amount of work required to implement.
C) There are a number of hidden costs such as project management, training and support.
D) They require organizational changes and impact the way people work.
E) They do not require business process redesign.

Question 30

Early computer systems were designed to support the silo perspective rather than a cross-functional business process approach.

Question 31

This type of organizational structure (perspective) results in duplication of information,lack of coordination between departments,and lack of communication on a company wide basis.

Question 32

Enterprise systems are large information systems that provide the core functionality needed to run a business and share data across all divisions of the business.

Question 33

Sloan Valve Company redesigned their new product development process and as a result greatly reduced time-to-market as well as improved quality.Which one of the following enterprise systems supported Sloan's transformation?

A) ERP
B) SCM
C) PLM
D) TQM
E) NPD

Question 34

What does SCM stand for?

Question 35

An effective workflow diagram should do all of the following EXCEPT: a.Map the sequence and details of a business process
B)Identify all persons/roles who play a part in the process
C)Use active verbs to describe activities
D)Identify inputs and outputs of a process
E)Try to mask the steps of a business process

Question 36

List one of the largest enterprise systems vendors as identified in this chapter.

Question 37

At the heart of how a business operates,you will find a collection of core business processes.

Question 38

ERP systems are credited with establishing new business models,especially between a business and suppliers.

Question 39

The reason some supply chains are succumbing to the "neighborhood effect" in which factories are built closer to suppliers and consumers is to reduce _______ costs.

Question 40

The major difference between an ERP and ERP II system is this feature.

A) Advances in software usability and flexibility
B) Information is made immediately available to external stakeholders using social and collaborative tools
C) Information is made available to all departments in the company
D) Advanced quering and reporting capabilities
E) Close integration with e-business technologies

Question 41

Associate the quality/perception of change to the appropriate change management strategy.

Question 42

Describe a business process by identifying the input to the process,some tasks associated with the process,the output of the process and a metric that could measure its effectiveness.

Question 43

Outline how Zara demonstrates a strong sense of process perspective in comparison to other more traditional retailers who seem to have a silo perspective.

Question 44

This is the tool that is used to help map a sequence of tasks that support a business process.

Question 45

Order the tasks below as they would appear in a simple,linear workflow diagram for the procurement process.

Question 46

Identify the benefits a company can receive after successfully implementing a CRM system.

Question 47

Match the business process with the enterprise system that supports this process.

Question 48

Explain issues companies have with one another when linking systems in order to participate in an integrated supply chain.
Matching

Question 49

IS can impede change,particularly when the _________ don't match the capabilities of the IS.

Question 50

Identify the specific components of the payroll business process.

Question 51

A business uses __________to measure the critical success dimensions of a business process.

Question 52

Match the description below as belonging either to the functional (silo) perspective or the business process perspective.

Question 53

Explain why installing an enterprise system often requires the redesign of existing business processes and the impact this has on the organization.

Question 54

Match the scenario below to the enterprise system is represents.

Question 55

Match the task of the order fulfillment process to the department that would most likely be responsible for completing the task.