Question 1

Which of the following represents a business-facing process?
A) Loan processing
B) Order processing
C) Strategic planning
D) Customer billing

Accepted Answer

Customer-facing processes result in a product or service received by an organization's external customer and includes fulfilling orders,communicating with customers,sending out bills,and marketing information.

Question 2

When considering the 5-steps of the order-to-delivery business process,places orders,notifies production,and checks credit?
A) Step 2-Sales
B) Step 1-Marketing
C) Step 3-Operations management
D) Step 5-Customer service

Accepted Answer

When considering the 5-steps of the order-to-delivery business process,Step 2 is sales which places orders,notifies production,and checks credit.

Question 3

When considering the 5-steps of the order-to-delivery business process,manufacturing goods are included in which of the following?
A) Step 2-Sales
B) Step 1-Marketing
C) Step 3-Operations management
D) Step 5-Customer service

Accepted Answer

When considering the 5-steps of the order-to-delivery business process,Step 3 is operations management which manufactures goods.

Question 4

When considering the 5-steps of the order-to-delivery business process,supporting sales are included in which of the following?
A) Step 2-Sales
B) Step 1-Marketing
C) Step 3-Operations management
D) Step 5-Customer service

Accepted Answer

When considering the 5-steps of the order-to-delivery business process,Step 5 is customer service and it supports sales.

Question 5

What is the difference between customer-facing processes and business-facing processes?
A) Business-facing processes are front-office processes,customer-facing processes are back-office processes.
B) Customer-facing processes are front-office processes,business-facing processes are back-office processes.
C) Customer-facing processes are back-office processes,and industry-specific customer-facing processes are back-office processes.
D) Customer-facing processes are back-office processes,and industry-specific customer-facing processes are front-office processes.

Accepted Answer

Customer-facing processes,also called front-office processes,result in product service received by and organization's external customer.Business-facing processes,also called back-office processes,are invisible to the external customer but essential to the effective management of the business.

Question 6

Which of the below processes would be found in the operations management department?
A) Creating production schedules
B) Communicating marketing campaigns
C) Hiring employees
D) Processing sales

Accepted Answer

Sample business processes within the operational management division of a company include 1)ordering inventory,2)creating production schedules,and 3)manufacturing goods.

Question 7

What form of processes include loan processing for a bank,claims processing for an insurance company,reservation processing for a hotel,and baggage handling for an airline?
A) Customer-facing processes
B) Business-facing processes
C) Industry-specific customer-facing processes
D) All of these choices

Accepted Answer

Loan processing for a bank,claims processing for an insurance company,reservation processing for a hotel,and baggage handling for an airline are all examples of industry specific customer facing processes.

Question 8

Which of the following represents a business process you would find in the Operations Management department?
A) Ordering inventory
B) Processing sales
C) Promoting discounts
D) Paying of accounts payable

Accepted Answer

Samples of business processes for the Operations Management division of a company include 1)ordering inventory,2)creating production schedules,and 3)manufacturing goods.

Question 9

What type of process includes order processing,customer service processing,sales processing,customer billing processing,and order shipping processing?
A) Customer-facing processes
B) Business-facing processes
C) Industry-specific customer facing processes
D) All of these choices

Accepted Answer

Order processing,customer service processing,sales processing,customer billing processing,and order shipping processing are all customer-facing processes.

Question 10

Which of the below represents business processes you would find in the human resources department?
A) Hiring employees
B) Enrolling employees in benefit plans
C) Tracking vacation and sick time
D) All of these choices

Accepted Answer

Some sample business processes included within the human resources division of a company include 1)hiring employees,2)enrolling employees in health care or other benefit plans,and 3)tracking vacation and sick time.

Question 11

What continuously changing and provides business solutions to ever-changing business operations?
A) Static process
B) Dynamic process
C) Sales process
D) Customer service process

Accepted Answer

A dynamic process continuously changing and provides business solutions to ever-changing business operations.

Question 12

When considering the 5-steps of the order-to-delivery business process,creating campaigns and checking inventory are included in which of the following?
A) Step 4-Sales
B) Step 1-Marketing
C) Step 3-Operations management
D) Step 2-Customer service

Accepted Answer

When considering the 5-steps of the order-to-delivery business process,Step 1 is marketing where the business creates campaigns and checks inventory.

Question 13

Which of the following should a business follow for success?
A) Technology choices should drive business processes
B) Business processes should drive technology choices
C) Technology choices should drive business strategies and goals
D) All of these choices,depending on the industry

Accepted Answer

Business processes should drive technology choices.

Question 14

Most business processes are cross-functional or cross-departmental processes that span the entire organization.Which of the below does not represent a cross-functional business process?
A) Order-to-delivery process
B) Loan processing
C) Taking a product from concept to market
D) Processing payroll

Accepted Answer

Most business processes are cross-functional or cross-department processes that span the entire organization.The process of "order to delivery" focuses on the entire customer order process across functional departments.Another example is "product realization," which includes not only the way a product is developed,but also the way it is marketed and serviced.Other cross-functional business processing examples are taking a product from concept to market,acquiring customers,loan processing,providing post-sales service,claim processing,and reservation handling.

Question 15

Managers constantly attempt to optimize _________ processes.
A) static
B) dynamic
C) sales
D) customer service

Accepted Answer

Managers constantly attempt to optimize static processes.

Question 16

The accounting and finance department performs processes such as creating financial statements,paying accounts payables,and collecting accounts receivables.What form of processes do these represent?
A) Customer-facing processes
B) Business-facing processes
C) Industry-specific customer facing processes
D) All of these choices

Accepted Answer

The accounting and finance division in a company creates financial statements,pays the accounts payables,and collects accounts receivables.All of these processes are business-facing processes.

Question 17

Which of the following processes focuses on the entire customer order process and operates across functional departments?
A) Order to delivery process
B) Customer billing process
C) Customer loan process
D) All of these choices

Accepted Answer

Most business processes are cross-functional or cross-departmental processes and span the entire organization.The process of "order to delivery" focuses on the entire customer order process across functional departments.

Question 18

Which of the following departments is primarily responsible for promoting discounts,attracting customers,and communicating marketing campaigns?
A) Accounting and Finance
B) Marketing and Sales
C) Operations Management
D) Human Resources

Accepted Answer

The Marketing and Sales division is responsible for the business processes of promoting of discounts,communicating marketing campaigns,attracting customers,and processing sales.

Question 19

Which of the below is a customer-facing process?
A) Communicating with customers
B) Strategic goal setting
C) Providing performance feedback and rewards
D) Purchasing raw materials

Accepted Answer

Business-facing processes,also called back-office processes,are invisible to the external customer but essential to the effective management of the business; they include goal setting,day-to-day planning,giving performance feedback and rewards,and allocating resources.

Question 20

What uses a systematic approach in an attempt to improve business effectiveness and efficiency continuously?
A) Static process
B) Dynamic process
C) Sales process
D) Customer service process

Accepted Answer

A static process uses a systematic approach in an attempt to improve business effectiveness and efficiency continuously.

Quiz 2: Decisions Processes: Value Driven Business

Which of the following represents a business-facing process?

When considering the 5-steps of the order-to-delivery business process,places orders,notifies production,and checks credit?

When considering the 5-steps of the order-to-delivery business process,manufacturing goods are included in which of the following?

When considering the 5-steps of the order-to-delivery business process,supporting sales are included in which of the following?

What is the difference between customer-facing processes and business-facing processes?

Which of the below processes would be found in the operations management department?

What form of processes include loan processing for a bank,claims processing for an insurance company,reservation processing for a hotel,and baggage handling for an airline?

Which of the following represents a business process you would find in the Operations Management department?

What type of process includes order processing,customer service processing,sales processing,customer billing processing,and order shipping processing?

Which of the below represents business processes you would find in the human resources department?

What continuously changing and provides business solutions to ever-changing business operations?

When considering the 5-steps of the order-to-delivery business process,creating campaigns and checking inventory are included in which of the following?

Which of the following should a business follow for success?

Most business processes are cross-functional or cross-departmental processes that span the entire organization.Which of the below does not represent a cross-functional business process?

Managers constantly attempt to optimize _________ processes.

The accounting and finance department performs processes such as creating financial statements,paying accounts payables,and collecting accounts receivables.What form of processes do these represent?

Which of the following processes focuses on the entire customer order process and operates across functional departments?

Which of the following departments is primarily responsible for promoting discounts,attracting customers,and communicating marketing campaigns?

Which of the below is a customer-facing process?

What uses a systematic approach in an attempt to improve business effectiveness and efficiency continuously?