Steve, the vice president of information systems for Alpha Flight Company, was dissatisfied with the company's current method of providing IT help to its internal customers. Having read an article about information systems outsourcing, he decided to develop a new business process in which most IT help would be provided externally. By doing so, he reasoned, he would save the company money and make his job easier. Steve decided to start the project by drawing two flowcharts: one of the current process and another of the new process. He would then hire a consultant to do a cost / benefit analysis and recommend a company for outsourcing; when the project was complete, Steve planned to inform his employees individually, as some of them would have to look for other employment.
-The final step in the generalized model of business process management includes monitoring process improvements. Steve could monitor process improvements by: (i) comparing the number of calls under the old and new systems, (ii) creating a relational database with answers to common questions, (iii) calculating the change in cost from outsourcing.

Question

Quizplus · Accepted Answer

Monitoring process improvements involves measuring the impact of the changes made to the business process. In this scenario, Steve wants to monitor the impact of outsourcing IT help to external providers. The options (i) and (iii) are both relevant to measure the impact. Comparing the number of calls under the old and new systems will indicate if the new process is more effective than the previous one. Calculating the change in cost from outsourcing will measure if the new process is more cost-effective. Option (ii) is not directly relevant to monitoring process improvements as it involves creating a relational database with answers to common questions, which is more of a process improvement in itself. Therefore, the best choice is C: I and III only.

Steve, the Vice President of Information Systems for Alpha Flight