Question 1

When managing processes,it is vital that:

Accepted Answer

Sound project management practices are essential to successfully implement a redesigned process. This involves defining project scope, timelines, budget, resources, and risk mitigation strategies. Without proper project management, the process may not be implemented effectively, and the desired outcomes may not be achieved. Choice A is not relevant as the question is about managing processes, not designing teams. Choice B is extreme and may not be necessary for every process. Choice D is not practical as people cannot be redesigned in the same way as a process.

Question 2

The bursar's office at your university decides to benchmark the collections department of a credit agency to improve their own collection rate.This is an example of ________.

Accepted Answer

The answer of The bursar's office at your university decides...

Question 3

Good process management should include:

Accepted Answer

Good process management should definitely have an infrastructure for continuous improvement. This means having systems in place that allow for ongoing evaluation and adjustment of processes to ensure that they are functioning at their best. While the other options may also be important in certain contexts, they are not as universally essential to good process management as having an infrastructure for continuous improvement.

Question 4

When managing processes,it is vital that:

Accepted Answer

Attention should be paid to competitive priorities and strategic fit as these factors will determine the success of the process. The design team should function creatively but also within the scope of the organization's goals and objectives. The team should also be held accountable for the success of the process even after it has rolled out. Fundamental reengineering changes may not always be necessary and could prove costly and disruptive.

Question 5

________ is a continuous,systematic procedure that measures a firm's products,services,and processes against those of industry leaders.

Accepted Answer

The answer of ________ is a continuous,systematic procedure that measures...

Question 6

A(n)________ is a method where a group of people,knowledgeable about the process and its disconnects,propose ideas for change in a rapid-fire manner.

Accepted Answer

The answer of A(n)________ is a method where a group...

Question 7

A benchmarking team meets for the first time and decides to try to improve its order delivery time and selects another firm as a benchmarking partner.This phase of the benchmarking process is called:

Accepted Answer

The planning phase of the benchmarking process involves identifying the benchmarking partners and determining the scope of the study.

Question 8

Once the benchmarking team has collected the data,the ________ phase of the benchmarking study can begin.

Accepted Answer

The answer of Once the benchmarking team has collected the...

Question 9

Benchmarking studies must have:

Accepted Answer

Benchmarking studies require quantitative goals to measure performance against specific metrics or standards. This allows for clear comparisons and assessments of where improvements are needed. Choices A, B, and C are not mandatory for all benchmarking studies, as the scope and focus can vary widely depending on the objectives.

Question 10

An accounting firm realizes it is woefully inadequate at cultivating new clients.It is allowed to observe a law firm perform the new-client cultivation process in hopes of gleaning improved methods it can adopt.This is an example of:

Accepted Answer

This is an example of functional benchmarking because the accounting firm is observing and learning from a different type of organization (a law firm) with a similar functional area (new-client cultivation). Competitive benchmarking would involve comparing specific products or services with competitors, internal benchmarking would involve analyzing performance within the same organization, and generic benchmarking would involve comparing processes or outcomes with completely unrelated industries.

Question 11

Brainstorming sessions must have:

Accepted Answer

The most important aspect of a brainstorming session is for all participants to be able to communicate effectively with each other. This can be achieved even if they are not in the same room through various tools such as video conferencing or online collaboration platforms. While evaluation and implementation of ideas are important, they should be done after the brainstorming session is over. Therefore, the best choice is D.

Question 12

A benchmarking team develops improvement plans and team assignments.Once the plans are implemented it monitors progress and recalibrates benchmarks as improvements are made.This phase of the benchmarking process is called:

Accepted Answer

This phase of the benchmarking process is known as the "action" phase, which involves implementing improvement plans and team assignments, monitoring progress, and recalibrating benchmarks as improvements are made.

Question 13

An accounting professor realizes she is woefully inadequate at performing research.She discusses the art of research with a colleague and gains important insights that permit her to establish a research agenda.This is an example of:

Accepted Answer

This is an example of internal benchmarking, as the professor is seeking advice and guidance from a colleague within her own organization to improve her research skills. Competitive benchmarking involves comparing performance to industry competitors, functional benchmarking involves comparing processes with similar functions in other organizations, and generic benchmarking involves comparing processes with unrelated organizations to identify best practices.

Question 14

Benchmarking involves four basic steps,which are:

Accepted Answer

Benchmarking involves planning, analysis, integration, and action. These steps help organizations compare their processes and performance metrics to industry bests or best practices from other industries.

Question 15

Xerox benchmarked its distribution system against that of L.L.Bean's.This is an example of:

Accepted Answer

Functional benchmarking involves comparing and measuring a company's functions or processes against those of industry leaders, regardless of the industry. In this case, Xerox (primarily known for its printing and digital document products) benchmarked its distribution system against L.L. Bean (a retail company known for its clothing and outdoor recreation equipment), indicating a comparison across different industries to improve a specific function, which is characteristic of functional benchmarking.

Question 16

Which of these benchmarking metrics is NOT suitable for a support process?

Accepted Answer

The impression that applicants have as they submit applications is not a suitable benchmarking metric for a support process, as it is not directly related to the efficiency or effectiveness of the support process. The other metrics listed measure employee turnover, cost efficiency, and job acceptance rates, which are all relevant to evaluating and improving a support process.

Question 17

Which of these questions is not one of the initial round questions typically used to uncover opportunities during a process redesign?

Accepted Answer

The initial round questions typically focus on what, when, who, and how, rather than why. The goal is to understand the current process and identify areas for improvement, without getting bogged down in the rationale behind each step. Why questions tend to be more relevant in later rounds of analysis, when decisions about potential solutions are being made.

Question 18

A benchmarking team establishes goals and obtains support from the management team that agrees to provide resources for accomplishing the goals.This phase of the benchmarking process is called:

Accepted Answer

This phase is called integration, where goals are set and management support is secured to ensure resources are available for achieving the goals.

Question 19

________ is based on comparison of processes with a direct adversary in industry.

Accepted Answer

The answer of ________ is based on comparison of processes...

Question 20

An accounting firm realizes it is woefully inadequate at cultivating new clients.It is allowed to observe a rival firm perform the new-client cultivation process in hopes of gleaning improved methods it can adopt.This is an example of:

Accepted Answer

This scenario describes competitive benchmarking, where the firm is observing its rival and hoping to learn and adopt improved methods. Functional benchmarking would involve observing firms in other industries that perform similar functions, while internal benchmarking involves comparing performance among different departments within the same organization. Generic benchmarking refers to benchmarking against generic industry standards or best practices.

Quiz 2: Process Strategy and Analysis

When managing processes,it is vital that:

The bursar's office at your university decides to benchmark the collections department of a credit agency to improve their own collection rate.This is an example of ________.

Good process management should include:

When managing processes,it is vital that:

________ is a continuous,systematic procedure that measures a firm's products,services,and processes against those of industry leaders.

A(n)________ is a method where a group of people,knowledgeable about the process and its disconnects,propose ideas for change in a rapid-fire manner.

A benchmarking team meets for the first time and decides to try to improve its order delivery time and selects another firm as a benchmarking partner.This phase of the benchmarking process is called:

Once the benchmarking team has collected the data,the ________ phase of the benchmarking study can begin.

Benchmarking studies must have:

An accounting firm realizes it is woefully inadequate at cultivating new clients.It is allowed to observe a law firm perform the new-client cultivation process in hopes of gleaning improved methods it can adopt.This is an example of:

Brainstorming sessions must have:

A benchmarking team develops improvement plans and team assignments.Once the plans are implemented it monitors progress and recalibrates benchmarks as improvements are made.This phase of the benchmarking process is called:

An accounting professor realizes she is woefully inadequate at performing research.She discusses the art of research with a colleague and gains important insights that permit her to establish a research agenda.This is an example of:

Benchmarking involves four basic steps,which are:

Xerox benchmarked its distribution system against that of L.L.Bean's.This is an example of:

Which of these benchmarking metrics is NOT suitable for a support process?

Which of these questions is not one of the initial round questions typically used to uncover opportunities during a process redesign?

A benchmarking team establishes goals and obtains support from the management team that agrees to provide resources for accomplishing the goals.This phase of the benchmarking process is called:

________ is based on comparison of processes with a direct adversary in industry.

An accounting firm realizes it is woefully inadequate at cultivating new clients.It is allowed to observe a rival firm perform the new-client cultivation process in hopes of gleaning improved methods it can adopt.This is an example of: