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

The answer of Which of the following represents a business-facing...

Question 2

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 the above

Accepted Answer

These processes are considered business-facing because they are internal processes that focus on managing and tracking financial transactions within the organization. Customer-facing processes would involve directly interacting with customers to sell goods or services. Industry-specific customer-facing processes would be processes specific to a particular industry and directly involve customers, such as a healthcare provider managing patient records.

Question 3

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

Creating production schedules is a core function of operations management department as it involves planning and controlling the production process to ensure efficient and effective output. Communicating marketing campaigns, hiring employees, and processing sales are functions of other departments such as marketing, human resources, and sales department, respectively.

Question 4

Jessica Ulta works as an employee for City Service Credit Union and is responsible for consulting on loans,talking clients through the loan process,and providing loans to members.What type of processes does Jessica primarily work with?
A)Business-facing processes
B)Industry-specific customer facing processes
C)Customer-facing process
D)Industry-specific business-facing processes

Accepted Answer

The answer of Jessica Ulta works as an employee for...

Question 5

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 the above

Accepted Answer

All of the above are common business processes found in the human resources department. Hiring employees involves recruiting, screening, and selecting candidates for job openings. Enrolling employees in benefit plans involves providing options for health insurance, retirement plans, and other types of benefits. Tracking vacation and sick time involves monitoring and managing time off requests and ensuring employees are receiving the correct amount of paid time off.

Question 6

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 the above

Accepted Answer

The order to delivery process focuses on the entire customer order process and involves different functional departments such as sales, production, and logistics. Customer billing and customer loan processes may only involve one specific department or function.

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 the above

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

What is the business process model that ensures the process is fully and clearly understood before the details of a process solution are decided upon?
A)As-Is process model
B)Business process reengineering model
C)Customer facing process
D)To-Be process model

Accepted Answer

The To-Be process model approach ensures that the process is fully and clearly understood before the details of a process solution are decided upon.

Question 9

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

Creating campaigns falls under the marketing step of the order-to-delivery business process, while checking inventory falls under the inventory management aspect of marketing.

Question 10

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

Customer-facing processes are those that directly interact with the customers, and communication with customers is one of the most crucial customer-facing processes. The other options such as strategic goal setting, providing performance feedback and rewards, and purchasing raw materials are not customer-facing processes.

Question 11

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 are those that directly interact with the customer, such as marketing, sales, and customer service. On the other hand, business-facing processes are those that support the internal operations of the organization, such as finance, HR, and IT. Therefore, customer-facing processes are front-office processes, while business-facing processes are back-office processes.

Question 12

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

Marketing and Sales are primarily responsible for promoting discounts, attracting customers, and communicating marketing campaigns. Accounting and Finance are responsible for managing finances, Operations Management for managing production and logistics, and Human Resources for managing personnel and human capital.

Question 13

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

Processing payroll is typically a task only handled by the HR or finance department and does not involve other departments or functions. Therefore, it is not a cross-functional business process. The other options involve multiple departments or functions working together to complete the process.

Question 14

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 the above

Accepted Answer

These processes are all related to interactions with customers, making them customer-facing processes. Business-facing processes are typically internal operations such as accounting or human resources, while industry-specific customer facing processes would be more specific to a particular type of business or industry.

Question 15

Which of the below business processes would you find in the marketing and sales division?
A)Ordering inventory
B)Enrolling employees in health care benefits
C)Promoting of discounts
D)Creating financial statements

Accepted Answer

Promoting discounts is a marketing function that involves promoting the company's products or services to potential customers. The other options, such as ordering inventory and creating financial statements, are typically in the operations or finance departments, respectively. Enrolling employees in health care benefits is a human resources task.

Question 16

What is a model that represents the current state of the operation without any specific improvements or changes to existing processes?
A)As-Is process models
B)To-Be process models
C)Competitive business process models
D)Workflow model

Accepted Answer

As-Is process models represent the current state of the operation without any specific improvements or changes to existing processes.

Question 17

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

Ordering inventory is a core process in the operations management department as it involves managing the supply chain and ensuring that the necessary materials or products are available for the business to function. Processing sales and promoting discounts are more likely to be part of the marketing or sales department, while paying accounts payable falls under the finance or accounting department.

Question 18

Sarah Schin was recently hired by Bank West as the Global Director of Human Resources.Her job duties include determining employment policies as well as overseeing all hiring,firing,and training of employees.What type of processes does Sarah's new job demonstrate?
A)Business-facing processes
B)Industry-specific customer facing processes
C)Customer-facing process
D)Industry-specific business-facing processes

Accepted Answer

The answer of Sarah Schin was recently hired by Bank...

Question 19

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 the above depending on the industry

Accepted Answer

A business should start by defining its processes and goals, and then choose technology solutions that align with them. Technology should be an enabler and supporting tool for business processes, not the other way around. While technology can sometimes inform strategy and goals, it should never be the driving force behind them. Ultimately, success comes from well-designed and carefully executed business processes, supported by appropriate technology solutions.

Question 20

Business process modeling or mapping,is the activity of creating a detailed flowchart or process map of a work process that shows its inputs,tasks,and activities in a ________ sequence.
A)Unstructured
B)Semi structured
C)Structured
D)Unilateral

Accepted Answer

Business process modeling or mapping requires a structured sequence to accurately represent the flow of inputs, tasks, and activities in a work process. Unstructured and semi-structured sequences may introduce confusion or ambiguity into the model. Unilateral is not a relevant term for this concept.

Quiz 2: Decisions Processes: Value Driven Business

Which of the following represents a business-facing process?

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 below processes would be found in the operations management department?

Jessica Ulta works as an employee for City Service Credit Union and is responsible for consulting on loans,talking clients through the loan process,and providing loans to members.What type of processes does Jessica primarily work with?

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

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

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?

What is the business process model that ensures the process is fully and clearly understood before the details of a process solution are decided upon?

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 below is a customer-facing process?

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

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

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?

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

Which of the below business processes would you find in the marketing and sales division?

What is a model that represents the current state of the operation without any specific improvements or changes to existing processes?

Which of the following represents a business process you would find in the operations management department?

Sarah Schin was recently hired by Bank West as the Global Director of Human Resources.Her job duties include determining employment policies as well as overseeing all hiring,firing,and training of employees.What type of processes does Sarah's new job demonstrate?

Which of the following should a business follow for success?

Business process modeling or mapping,is the activity of creating a detailed flowchart or process map of a work process that shows its inputs,tasks,and activities in a ________ sequence.