ISM 3153 FINAL

A fast-food restaurant receives on average 1200 customers per day (between 10:00 and 22:00). During peak times (12:00-15:00 and 18:00-21:00), the restaurant receives around 900 customers in total, and 90 customers can be found in the restaurant (on average) at a given point in time. At non-peak times, the restaurant receives 300 customers in total, and 30 customers can be found in the restaurant (on average) at a given point in time. What is the average time that a customer spends in the restaurant during peak times? And during non-peak times? -36 min during peak times and 36 min during non-peak times -30 min during peak times and 10 min during non-peak times -60 min during peak times and 36 min during non-peak times

-36 min during peak times and 36 min during non-peak times

The following BPMN model captures a fragment of a process for rental of construction equipment at a construction company. Each task is annotated with the corresponding processing time. The process model is also annotated with branching probabilities (not all branching probabilities are shown, but the missing ones can be inferred). On average, there are 40 equipment rental requests per week. ( PICTURE ) Which of the following arithmetic expressions allows us to calculate the Theoretical Cycle Time (TCT) of this process? -6 + (5 + 8)/0.8 + 4 + 0.9*5 -40*(6 + (5 + 8)/0.2 + 4 + 0.9*5) -6 + (5 + 8)/0.2 + 4 + 0.9*5 -6 + 5 + 8 + 4 + 0.9*5 -40*(6 + (5 + 8)/0.8 + 4 + 0.9*5)

-6 + (5 + 8)/0.8 + 4 + 0.9*5

Consider the following insurance claims handling process. The processing time of each task is shown as a text association in the BPMN diagram. The call center receives 800 calls per week. ( PICTURE ) Which of the following expressions allows us to calculate the theoretical cycle time of the process? -2*(60 + 0.9*540) + 120 + 0.85*(1200 + 0.8*(120 + 60)) -60 + 0.9*(540 + 120 + 0.85*(1200 + 0.8*(240 + 60))) -800*(60 + 0.9*(540 + 120 + 0.85*(1200 + 0.8*(240 + 60))) -800*(60 + 0.1*(540 + 120 + 0.15*(1200 + 0.2*(240 + 120 + 60))) -60 + 540 + 120 + 1200 + 240 + 60

-60 + 0.9*(540 + 120 + 0.85*(1200 + 0.8*(240 + 60)))

Which of the following statement(s) is NOT true? -A message flow can connect a task in a pool to the boundary of another pool -A message flow can connect a task in a pool to another task in the same pool -The target of a message flow may be a task -A message flow may lead to the creation of a data object by the task that receives the message -The source of a message flow may be a task

-A message flow can connect a task in a pool to another task in the same pool

Which of the following modeling elements can immediately follow an event-based gateway? -A send task -A catching timer event -A receive task -An intermediate catching event -A start message event

-A receive task -A catching timer event -An intermediate catching event

Which attributes are minimally required to be recorded in each event of an event log, in order to discover a process model with process mining techniques? -A reference to the process participant performing the activity -A reference to data elements produced by an activity -A reference to the timestamp when the activity was completed -A reference to a process activity -A reference to a specific case

-A reference to a specific case -A reference to the timestamp when the activity was completed -A reference to a process activity

Suppose that process A is a downstream process of process B. This is an example of what kind of relation? -An external relation -A sequential relation -An abstraction relation -A hierarchical relation

-A sequential relation

Let us consider the order-to-cash process of a company called CoolIT that sells air conditioning systems. Which of the following is likely to be modeled as a pool? -The accounts receivable department of CoolIT -A subcontractor of CoolIT -A salesperson at CoolIT -A clerk at the accounts payable department of CoolIT -The customer

-A subcontractor of CoolIT -The customer

Which type of gateway proceeds when all incoming branches have completed? -OR-join -OR-split -XOR-join -AND-join -AND-split -XOR-split

-AND-join

Which of the following tasks is NOT needed when automating a conceptual process model? -Add exception handlers -Add physical data objects -Merge consecutive activities if allocated to the same resource -Specify properties for messages, errors and signals

-Add physical data objects

Which of the following is NOT a typical component of a Business Process Management System? -A process modeling tool -An Enterprise Resource Planning (ERP) system -A worklist handler -An execution engine

-An Enterprise Resource Planning (ERP) system

Which of the following events can be used as a boundary event? -An intermediate message event -An end error event -An intermediate timer event -An intermediate error event -An end timer event

-An intermediate timer event -An intermediate error event -An intermediate message event

In an order-to-cash process, which of the following situations represent a waste of type Defect? -The customer sends back some of the products they received because they did not match what had been agreed upon in the PO. The supplier is obliged to pay for transportation of the products back to their warehouse and has to re-send the correct products -Three days after sending the Purchase Order (PO), the customer asks that the PO be cancelled after discovering that the ordered products are no longer needed. The cancellation request is accepted since the ordered products have not been dispatched yet -The PO is received on a Monday. On that day the workload is very high and it is not possible to confirm if the products can be delivered on the date requested by the customer. The PO is put on hold until Wednesday and only then a response is sent to the customer. -An invoice is received but the amounts shown in the invoice do not match the ones in the corresponding PO. The supplier is contacted to ask for clarification. It turns out that the employee who initiated the purchase had agreed on a different amount with the supplier and the employee later forgot to amend the PO. -An invoice is received but the corresponding purchase order cannot be found. It turns out that a clerk made forgot to enter the purchase order the week before.

-An invoice is received but the amounts shown in the invoice do not match the ones in the corresponding PO. The supplier is contacted to ask for clarification. It turns out that the employee who initiated the purchase had agreed on a different amount with the supplier and the employee later forgot to amend the PO. -An invoice is received but the corresponding purchase order cannot be found. It turns out that a clerk made forgot to enter the purchase order the week before. -The customer sends back some of the products they received because they did not match what had been agreed upon in the PO. The supplier is obliged to pay for transportation of the products back to their warehouse and has to re-send the correct products

In the context of the insurance claim handler process, if you had to simulate this model without further information, to which of the following tasks would you assign an exponential distribution for the processing time. -Register claim -Initiate payment -Assess claim -Close claim

-Assess claim

How can a manual task be linked to a BPMS? -A manual task can never be linked to a BPM -By implementing it as a receive task -By implementing it via a service task -By implementing it via a sub-process -By implementing it via a user task

-By implementing it via a service task -By implementing it as a receive task -By implementing it via a user task

In the context of an order-to-cash process, which of the following is/are likely to be business-value-adding step(s)? -Check availability of products in stock -Remind customer that payment is overdue -Handle returned merchandise due to internal mistake -Confirm delivery date with the customer -Match payment with invoice

-Check availability of products in stock -Remind customer that payment is overdue -Match payment with invoice

The measurement-to-cash process of an electricity company is the process that starts when the electricity meter of a customer is read at the end of a month and ends (successfully) when the customer pays the electricity bill for that month. In this process, which of the following performance measures are directly related to costs? -Average electricity consumption per customer -Percentage of under-billing errors -Price per kilowatt-hour (KWh) -Percentage of over-billing errors -Cycle time

-Cycle time -Percentage of under-billing errors -Percentage of over-billing errors

Consider a business process for car repair in a garage. One of the tasks in the process is "Diagnose engine failure" and it consists in running different tests to identify the cause of an engine failure. From interviews with the stakeholders, you find out that the task is oftentimes relatively simple, and can be completed in less than an hour or a bit more than an hour. It is not uncommon however that an engine failure diagnosis takes between 2 and 4 hours and on occasions even a full workday. The estimated mean execution time is one hour. In the absence of further data, what type of probability distribution would you chose for this task when simulating the corresponding process model? -Fixed-value -Normal -Uniform -Exponential

-Exponential

Which of the following is NOT true about transactional methods for process redesign? -Use the existing process as a starting point -Seek to identify problems and resolve them incrementally, one step at a time -Do not put into question the current process structure -Follow a clean slate approach

-Follow a clean slate approach

Various criteria can be used to select those processes that need to be analyzed and redesign in order to improve their performance. Which are the most common ones? -Feasibility -Strategic importance -Case type dimension -Completeness -Health

-Health -Strategic importance -Feasibility

Which of the following are examples of reference models that can be used for process identification? -SCOR -PCF -ITIL -APQC -CMMI

-ITIL -SCOR -PCF

What makes a good process analyst? -Having a set of working hypotheses of how the process is structured at different levels of detail -Paying attention to model quality -Getting the right people on board -Identifying patterns in the information provided by domain experts

-Identifying patterns in the information provided by domain experts -Getting the right people on board -Having a set of working hypotheses of how the process is structured at different levels of detail -Paying attention to model quality

Consider the following model. Which of the following statements are true? ( PICTURE ) -An order may be cancelled either if a cancellation request is made by the customer, or if materials are unavailable -The interruption of the raw materials acquisition sub-process may be triggered from within the sub-process, or from outside the sub-process -An order may not be canceled even if a customer sends a "Continue cancellation request" -If a cancellation request is received after raw materials have been acquired, the request is not considered -Task "Purchase raw materials from Supplier" is always executed

-If a cancellation request is received after raw materials have been acquired, the request is not considered -An order may be cancelled either if a cancellation request is made by the customer, or if materials are unavailable -The interruption of the raw materials acquisition sub-process may be triggered from within the sub-process, or from outside the sub-process -An order may not be canceled even if a customer sends a "Continue cancellation request"

Which of the following is NOT an activity? -Determine if customer is liable for damage -Check insurance policy details -Calculate settlement amount -Insurance policy does not cover the damage

-Insurance policy does not cover the damage

In a complaint-to-resolution process, which of the following is/are likely to be value-adding steps? -Discuss proposed resolution with customer -Obtain approval from manager for proposed resolution -Send e-mail to customer to acknowledge receipt of complaint -Investigate complain and devise possible resolution -Apply approved resolution -Enter complaint details in the issue tracking system

-Investigate complain and devise possible resolution -Apply approved resolution -Send e-mail to customer to acknowledge receipt of complaint -Discuss proposed resolution with customer

Which of the following are explicit benefits that the use of a BPMS brings to an organization? -It reduces errors during handovers of work in a process -It allows to efficiently store business-critical data -It helps to enforce key business rules -It provides transparency during the execution of processes -It automates a large number of tasks, replacing human workers

-It helps to enforce key business rules -It reduces errors during handovers of work in a process -It provides transparency during the execution of processes

Which of the following statements is true about a process landscape model? -It has to be understandable by all major stakeholders -It is the model of the process architecture that covers the processes on Level 1 -It specifies which participants are involved in a process -It shows the core processes on a very abstract level -It shows which steps are alternatives of each other

-It is the model of the process architecture that covers the processes on Level 1 -It has to be understandable by all major stakeholders -It shows the core processes on a very abstract level

Process modeling guidelines aim to contribute to which goals? -Helping a reader to understand the model quickly -Making process modeling more sophisticated -Making the models uniform -Making it easier to compare models

-Making the models uniform -Helping a reader to understand the model quickly -Making it easier to compare models

Which of the following is NOT an event? -Payment delay expired -Notify settlement decision to customer -Purchase order received -Claim withdrawn by customer

-Notify settlement decision to customer

Which of the following statements refer to a critical (core) process of a company? -Customer relationship management -Order-to-cash -Human resource management -Accounts payable

-Order-to-cash

Which of the following techniques are useful when prioritizing issues in a process? -Why-why diagrams -Cause-effect diagrams -Issue register -Pareto charts -Value-added analysis

-Pareto charts -Issue register

Which of the following is NOT a dimension of the Devil's Quadrangle? -Cost -Quality -Performance -Time -Flexibility

-Performance

Which complementary roles are typically involved in process discovery? -Head of Enterprise Architecture -Process Analyst -Domain Expert -Chief Information Officer -Chief Executive Officer

-Process Analyst -Domain Expert

Which of the following stages of the BPM lifecycle is defined as the act of gathering information about an existing process and organizing it in terms of an as-is process model? -Process Implementation -Process Redesign -Process Identification -Process Analysis -Process Discovery

-Process Discovery

In a context of a procure-to-pay process, what is the redesign heuristics that suggests to separate the process for Direct procurement (e.g. raw materials needed for production) and Indirect procurement (e.g. everyday's purchases not needed for production)? -Process specialization -Automation -Parallelism enhancement -Communication optimization

-Process specialization

Which of the following are examples of domain-specific Process-Aware Information Systems (PAIS)? -Product Lifecycle Management (PLM) system -Enterprise Resource Planning (ERP) systems -Supply Chain Management (SCM) systems -Business Process Management Systems (BPMS) -Customer Relationship Management (CRM) systems

-Product Lifecycle Management (PLM) system -Enterprise Resource Planning (ERP) systems -Customer Relationship Management (CRM) system -Supply Chain Management (SCM) systems

Which of the following redesign heuristics suggests changing the order of tasks in a way that may reduce waste of type Over-processing? -Re-sequencing -Triage -Enhance parallelism -Task composition/decomposition -Task elimination

-Re-sequencing

The BPM lifecycle encompasses a range of methods and tools to identify processes and to manage individual processes. Which other factors influence the success of BPM in an organization? -Governance -Strategic Alignment -Culture -Maturity -People

-Strategic Alignment -Governance -People -Culture

Which input is not appropriate for evidence-based discovery? -Inspecting log data of the process -Reading documentation of a process -Studying reference models -Observing how a process works

-Studying reference models

Which of the following redesign heuristics suggests eliminating non-value adding steps to increase the speed of processing and therefore reduce the cost? -Enhance parallelism -Task elimination -Re-sequencing -Task composition/decomposition -Triage

-Task elimination

The following BPMN diagram contains an incorrect gateway. Which one? ( PICTURE ) -The AND-join preceding task F -The XOR-split following task F -The XOR-join following task D -The AND-split following task A

-The AND-join preceding task F

In a process-oriented organization, who is responsible for maintaining a Business Process Management (BPM) culture and aligning the BPM efforts with the strategic goals of the organization? The executive management team -The process analyst -The process owner -The process participants -The BPM group

-The BPM group

An IT hardware store provides a Web front-end allowing its customers to purchase IT equipment online (e.g. tablets, laptops, accessories, printers). In the context of the order-to-cash process of this company, which of the following is likely to be modeled as a data store? -The Customer Relationship Management (CRM) system -The store's product catalog -An invoice -The shopping cart of a customer purchasing via the Web front-end -The history of a customer's past purchases

-The Customer Relationship Management (CRM) system -The store's product catalog

What needs to be considered when modeling a process? -The handovers between resources -The boundaries of the process -The sentiment of the domain expert -The skills of the process participants

-The handovers between resources -The boundaries of the process

According to Porter's classification of processes, which of the following is/are support processes? -The process for recovering overdue payments from customers -The process for handling requests from employees to take their annual vacation -The process for reimbursing travel expenditures to employees when returning from a business travel -The process for handling customer complaints (complaint-to-resolution) -The process for producing the annual report of the company

-The process for handling requests from employees to take their annual vacation -The process for reimbursing travel expenditures to employees when returning from a business travel

What is wrong with this collaboration diagram? ( PICTURE ) -This collaboration may deadlock if the seller is already registered -The XOR-join needs to be replaced by an OR-join -The intermediate message flow in the Auctioning Service pool should be replaced by a receive task -An internal decision in one party must be matched by an XOR-join in the other party -This collaboration can be fixed by replacing the XOR-split with an event-based gateway

-This collaboration may deadlock if the seller is already registered

Which of the following are possible reasons for decomposing a process model into sub-process models? -When the process model is getting too large to understand and maintain -When two events of the same type cannot be linked by a sequence flow -When there are too many crossing arcs in the model -When we want to avoid redundancies between multiple process models that share common parts -When there are too many end events in a process model and we wish to reduce their number

-When the process model is getting too large to understand and maintain -When we want to avoid redundancies between multiple process models that share common parts

Which type of gateway moves each token it receives in one of its input arcs to its output arc? -XOR-join -OR-join -OR-split -XOR-split -AND-split -AND-join

-XOR-join

Which concepts belong to the view of a process participant on an executing process? -work around -homework -work item -worklist

-worklist -work item

A water utility company provides drinking water to residents and businesses in a city of one million inhabitants, as well as wastewater treatment services to the city council. Which processes are likely to be core processes of this company? =Procure-to-pay =Issue-to-resolution =Human Resource Management =Infrastructure inspection =Bill-to-cash

=Issue-to-resolution =Infrastructure inspection =Bill-to-cash