Question 1

What is enterprise resource planning (ERP)?
A) The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B) 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
C) A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D) Connection of the plans, methods, and tools aimed at integrating separate enterprise system

Accepted Answer

Enterprise Resource Planning (ERP) is about the integration of all departments and functions across an organization into a unified IT system (or integrated set of IT systems) to enable employees to make informed decisions by having access to enterprise-wide information.

Question 2

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 choices are correct

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.

Question 3

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 of discounts is a task typically associated with the marketing and sales division of a company, as it directly relates to attracting customers and increasing sales through promotional activities.

Question 4

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

Accepted Answer

The Marketing and Sales department is primarily responsible for activities such as promoting discounts, attracting customers, processing sales, and communicating marketing campaigns, as these tasks are directly related to the creation and communication of value to customers.

Question 5

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?
A) Plan
B) Source
C) Deliver
D) Return

Accepted Answer

Planning involves forecasting demand, determining the necessary resources, and creating a strategy to meet demand. Therefore, preparing to manage all resources required to meet demand is a part of the planning activity in the supply chain.

Question 6

What is the analysis and redesign of workflow within and between enterprises?
A) Supply chain management
B) Customer relationship management
C) Business process reengineering
D) Enterprise resource planning

Accepted Answer

Business process reengineering (BPR) is the correct answer because it specifically refers to the analysis and redesign of workflows and processes within and between organizations to optimize performance and efficiency.

Question 7

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?
A) Plan
B) Source
C) Deliver
D) Return

Accepted Answer

Building relationships with suppliers to procure raw materials falls under the "Source" activity, which involves identifying, selecting, and managing suppliers to obtain the necessary resources for production.

Question 8

Which of the following 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

Communicating with customers is a customer-facing process because it involves direct interaction with the customers, which is essential for understanding their needs, providing information, and building relationships.

Question 9

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

Accepted Answer

Strategic planning is a business-facing process as it involves internal decision-making and planning within the organization to achieve long-term goals.

Question 10

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 choices are correct

Accepted Answer

These are examples of business-facing processes, which are internal operations that support the business's operations and contribute to running the business efficiently, rather than directly interacting with the customer.

Question 11

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

Accepted Answer

All the listed processes are typical functions of a human resources department, including hiring, benefits enrollment, and tracking employee time off.

Question 12

What is customer relationship management (CRM)?
A) The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B) 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
C) A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D) Connection of the plans, methods, and tools aimed at integrating separate enterprise system

Accepted Answer

Customer relationship management (CRM) focuses on managing all aspects of a customer's relationship with an organization to enhance customer loyalty, retention, and the organization's profitability.

Question 13

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; industry-specific customer-facing processes are back-office processes.
D) Customer-facing processes are back-office processes; industry-specific customer-facing processes are front-office processes.

Accepted Answer

Customer-facing processes are those that directly interact with the customers, often referred to as front-office processes. Business-facing processes, on the other hand, are internal, operational processes that do not directly interact with customers, typically referred to as back-office processes.

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) Acquiring customers
B) Loan processing
C) Taking a product from concept to market
D) Processing payroll

Accepted Answer

Processing payroll is typically a function of the human resources or finance department and does not usually span multiple departments or functions across an organization, unlike the other options which involve multiple departments.

Question 15

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

Accepted Answer

These activities are directly related to interacting with customers, making them part of a customer-facing process.

Question 16

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 choices are correct

Accepted Answer

The order to delivery process focuses on the entire customer order process and operates across functional departments, encompassing activities from order placement to delivery to the customer.

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 function of operations management, focusing on the efficient and effective management of the production and delivery of goods.

Question 18

Which of the following explains why a company would implement a BPR strategy?
A) To encourage competition
B) To decrease customers
C) To deliver added value for the customer
D) To create data

Accepted Answer

BPR (Business Process Reengineering) is aimed at redesigning the way work is done to better support the organization's mission and reduce costs. Implementing a BPR strategy often results in processes that deliver more value to the customer, which can lead to increased customer satisfaction and loyalty.

Question 19

What is supply chain management (SCM)?
A) The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B) Takes information entered into a given system and sends it automatically to all downstream systems and processes
C) A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
D) Connects the plans, methods, and tools aimed at integrating separate enterprise system

Accepted Answer

Supply chain management (SCM) is the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. It includes planning, coordinating, and executing all activities involved in sourcing and procurement, conversion, and all logistics management activities.

Question 20

Which of the following 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, focusing on planning, organizing, and supervising in the contexts of production, manufacturing, or the provision of services.

Quiz 3: Strategic Initiatives for Implementing Competitive Advantages

What is enterprise resource planning (ERP) ?

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

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

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?

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

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

Which of the following is a customer-facing process?

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

What is customer relationship management (CRM) ?

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

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, sales processing, customer billing, and order shipping?

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

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

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

What is supply chain management (SCM) ?

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