Question 1

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

When considering the business process modeling chart, Jessica is taking part in the industry-specific customer-facing processes depicted in the example.

Question 2

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 are correct.

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 3

Most business processes are cross-functional or cross-departmental processes that span the entire organization.Which of the following 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

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 are taking a product from concept to market, acquiring customers, loan processing, providing post-sales service, claim processing, and reservation handling.

Question 4

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 are correct.

Accepted Answer

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

Question 5

Which 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 operations management division of a company include 1) ordering inventory, 2) creating production schedules, and 3) manufacturing goods.

Question 6

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 are correct.

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 7

Which of the following is an example of dynamic processes?
A)employee layoffs
B)order level changes based on currency rates
C)canceling business travel due to extreme weather
D)All of these are correct.

Accepted Answer

All of these are examples of dynamic processes.

Question 8

Which of the following is an example of static processes?
A)running payroll
B)calculating taxes
C)creating financial statements
D)All of these are correct.

Accepted Answer

Managers constantly attempt to optimize static processes.Examples of static processes include running payroll, calculating taxes, and creating financial statements.

Question 9

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 processes
D)industry-specific business-facing processes

Accepted Answer

The business-facing processes are 1) strategic planning, 2) tactical planning, 3) budget forecasting, 4) training, and 5) purchasing raw material.

Question 10

Which of the following is an example of dynamic processes?
A)running payroll
B)calculating taxes
C)creating financial statements
D)employee layoffs

Accepted Answer

Employee layoffs is an example of dynamic processes.

Question 11

As the business and its strategies change, so do the _________ processes.
A)static
B)dynamic
C)sales
D)customer service

Accepted Answer

As the business and its strategies change, so do the dynamic processes.

Question 12

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

Accepted Answer

Step 3 is operations management, which includes manufacturing goods.

Question 13

When considering the 5 steps of the order-to-delivery business process, which step includes 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

Step 2 is sales, which places orders, notifies production, and checks credit.

Question 14

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

Accepted Answer

Managers constantly attempt to optimize static processes.

Question 15

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 are correct.

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 16

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.

Question 17

What is 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 changes and provides business solutions to ever-changing business operations.

Question 18

When considering the 5 steps of the order-to-delivery business process, creating campaigns and checking inventory are included in which step?
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 19

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

Question 20

Which of the following is an example of static processes?
A)employee layoffs
B)order level changes based on currency rates
C)canceling business travel due to extreme weather
D)creating financial statements

Accepted Answer

Creating financial statements is an example of a static process.

Quiz 2: Decisions and Processes: Value Driven Business

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

Most business processes are cross-functional or cross-departmental processes that span the entire organization.Which of the following 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 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 is an example of dynamic processes?

Which of the following is an example of static processes?

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 is an example of dynamic processes?

As the business and its strategies change, so do the _________ processes.

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

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

Managers constantly attempt to optimize _________.

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?

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

What is 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 step?

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

Which of the following is an example of static processes?