Question 1

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

Accepted Answer

All of these are business processes commonly found in the human resources department. Hiring employees involves recruiting, interviewing, and selecting candidates, while enrolling employees in benefit plans involves managing health insurance, retirement savings plans, and other benefits. Tracking vacation and sick time involves managing time off requests and ensuring compliance with company policies and labor laws.

Question 2

Which of the following represents an example of a technology that actually disrupts and slows workflow?

Accepted Answer

While email, Twitter, and Facebook have the potential to increase productivity and efficiency in communication, they can also become distractions and time-wasters if not managed properly. Checking and responding to emails, tweets, and notifications can disrupt workflow and slow it down, leading to decreased productivity. Therefore, all of these technologies have the potential to disrupt and slow workflow.

Question 3

Which of the following represents a business-facing process?

Accepted Answer

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

Question 4

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

Accepted Answer

Promoting discounts falls under the domain of marketing and sales, whereas ordering inventory, enrolling employees in health care benefits, and creating financial statements are typically handled by operations, HR, and finance departments, respectively.

Question 5

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

Accepted Answer

Ordering inventory is a business process that falls under operations management department. It involves managing the inventory levels and ensuring that the supply chain runs smoothly. The other options are more related to sales and accounting departments.

Question 6

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

Accepted Answer

Creating production schedules is a core function of operations management, which involves planning and coordinating the production process to optimize efficiency and minimize costs. Communication of marketing campaigns, hiring employees, and processing sales are not typically within the purview of operations management.

Question 7

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

Accepted Answer

Customer-facing processes refer to processes that directly involve interactions with customers, such as sales, marketing, and customer service. These processes are typically carried out in the front-office of a business. In contrast, business-facing processes are internal processes that are focused on supporting the operations of the business itself, such as accounting, procurement, and HR. These processes are typically carried out in the back-office of a business. Therefore, option B is the correct answer as it correctly describes the difference between customer-facing and business-facing processes.

Question 8

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

Accepted Answer

The order to delivery process involves the entire customer order process, from the initial order placement to the final delivery of the product or service. This process typically spans multiple functional departments, including sales, production, and logistics. The customer billing process and customer loan process are more specific to financial transactions and do not involve as many functional departments.

Question 9

Which of the following is a customer-facing process?

Accepted Answer

A customer-facing process is one in which the customer interacts directly with the business. Communicating with customers, including answering their questions and addressing their concerns, is an example of a customer-facing process. Strategic goal setting, providing performance feedback and rewards, and purchasing raw materials are not customer-facing processes as they do not involve direct customer interaction.

Question 10

Which of the following explains why a company would implement a BPR strategy?

Accepted Answer

The main objective of Business Process Reengineering (BPR) is to create value for the customer by improving business processes. BPR involves analyzing and redesigning business processes to achieve significant improvements in performance and cost reduction. Therefore, option C is the correct choice. Options A, B, and D are incorrect as they do not relate to the objective of BPR.

Question 11

What is supply chain management (SCM)?

Accepted Answer

Supply chain management (SCM) refers to the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. It involves the coordination and integration of suppliers, manufacturers, distributors, and retailers to ensure seamless and efficient processes throughout the entire supply chain.

Question 12

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

Accepted Answer

These processes all involve direct interactions with customers, making them customer-facing processes.

Question 13

What is enterprise resource planning (ERP)?

Accepted Answer

Enterprise resource planning (ERP) is the integration of all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprise-wide information about all business operations. It is a software system that manages and integrates all aspects of a business, including financials, manufacturing, logistics, supply chain, customer relationships and more. ERP systems allow organizations to automate and streamline their business processes, improve communication between departments, and make data-driven decisions based on real-time data.

Question 14

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

Accepted Answer

Marketing and Sales departments are primarily responsible for promoting discounts, attracting customers, and communicating marketing campaigns. Accounting and Finance department deals with financial management, Operations Management department is focused on production and delivery of goods/services, and Human Resources department deals with the recruitment, training, and management of employees.

Question 15

What includes the tasks, activities, and responsibilities required to execute each step in a business process?

Accepted Answer

Workflow refers to the specific tasks, activities, and responsibilities required to execute each step in a business process. Relationships are the associations and connections between people, organizations, or entities. Automation involves using technology to automate tasks or processes. Supply chain refers to the process of moving goods and services from the supplier to the end customer.

Question 16

What is customer relationship management (CRM)?

Accepted Answer

CRM is the management of all aspects of a customer's relationship with an organization, including sales, marketing, customer service, and support, to increase customer loyalty and retention and an organization's profitability. It involves collecting and analyzing customer data to improve interactions and provide personalized experiences, ultimately leading to increased customer satisfaction and revenue.

Question 17

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?

Accepted Answer

These processes are internal to the business and are not directly related to interacting with customers, so they are considered business-facing processes.

Question 18

What is the analysis and redesign of workflow within and between enterprises?

Accepted Answer

Business process reengineering is the analysis and redesign of workflow within and between enterprises, with the goal of improving efficiency and effectiveness. Supply chain management, customer relationship management, and enterprise resource planning are all related to business operations, but do not directly involve the analysis and redesign of workflow.

Question 19

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?

Accepted Answer

Processing payroll is typically handled by the HR or finance department and does not involve multiple departments or functions of the organization. Therefore, it does not represent a cross-functional business process.

Question 20

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?

Accepted Answer

These processes are industry-specific customer-facing processes as they directly involve interactions with customers and are tailored to the specific needs of each industry.

Quiz 3: Strategic Initiatives for Implementing Competitive Advantages