IS 684 Midterm
Business Process Reengineering (BPR) means radically changing how people work -changing business policies and controls, systems and technology, organizational relationships and business practices, and reward program
False
Herbert Simon argued that the more unstructured a problem, the more likely is the ease of automation. As structure increases, additional information is helpful.
False
Herbert Simon described nonprogrammable decisions as novel and consequential. There exists no cut-and-dried method for handling the problem; it probably hasn't occurred before, or its precise nature and structure are elusive or complex. The problem may be so important that it deserves a custom-tailored solution. It calls for intelligent, adaptive, problem-oriented action.
False
Day-to-day support of a specific business process
Implementation Level 3
Projects to develop support resources (e.g. software applications or training)
Implementation Level 3
Which term refers to a system in which workers complete their tasks in separate departments without regard to the consequences for the other components of the process?
Silo Effect
The purpose of an organization is to create value for its stakeholders. Organizations create value for their customers through delivery of products and services.
True
In his paper "Getting to We", Peter Denning argues that groups often "fail into collaboration" by looking at approaches to problem solving that fail to take into consideration how the concerns of each individual group member will be addressed. Which of these approaches are often used first before trying a collaborative approach? Authoritarianism - designating one person to make a decision Competition - smaller groups competing against one another Synergistic cooperation - Creating solutions or strategies through the synergistic interactions of the group members
1 and 2 only
In his paper "Getting to We", Peter Denning argues that groups often "fail into collaboration" by looking at approaches to problem-solving that fail to take into consideration how the concerns of each individual group member will be addressed. Which of these approaches are often used first before trying a collaborative approach? Authoritarianism - designating one person to make a decision Competition - smaller groups competing against one another Synergistic cooperation - Creating solutions or strategies through the synergistic interactions of the group members
1 and 2 only
Which of the following would be considered enablers using the IGOE or POETIC process model? participants infrastructure inputs technology
1, 2, and 4 only
How many end states of Check Credit are implied by the BPMN diagram below?
3
In one instance of the process shown below, Review contract starts at 12 noon exactly and takes 3 hours to complete. When is the manager notified?
3 pm
Match the term described on the LEFT from the drop-down list on the RIGHT
A methodology used by organizations to continuously improve end-to-end business processes. It can be applied to internal organizational processes and to processes spanning multiple business partners. business process management Refers to the use of cmputer systems and software to automate a process. business process automation A suite of software tools that lets analysts or software developers create and monitor the ongoing execution of a business process. business process management software An effort to change process. It is usually narrowly focused and is continuously repeated over the life of the process. business process improvement The complete revamping of a business process - changing the fundamental way in which the process operates.
Denning argues that the most fundamental human coordination pattern is the __________. This is a conversational protocol in which one person fulfills a promise to the satisfaction of another.
Action Loop
Which of the following are characteristics of every process? designed to deliver specific results measurable initiated by a trigger delivers its primary results to a customer or stakeholder
All are characteristic of a process.
Which of the following is NOT one of the five Primary Concepts of Business Process Reengineering (BPR): A clean slate approach to organizational design and change. An orientation to broad, cross-functional business processes, or how work is done. The need for, and possibility of radical, change in process performance Information technology is an enabler of change in how work is done. Changes in organizational and human arrangements that accompany change in technology.
All of the above are primary concepts of BPR
An effort to change process. It is usually narrowly focused and is continuously repeated over the life of the process
Business process Improvement
The complete revamping of a business process - changing the fundamental way in which the process operates.
Business process engineering
A methodology used by organizations to continuously improve end-to-end business processes. It can be applied to internal organizational processes and to processes spanning multiple business partners.
Business process management
A suite of software tools that lets analysts or software developers create and monitor the ongoing execution of a business process.
Business process management software
Which of the following are NOT elements of Alter's Work System Framework?
Capital
Which BPMN diagram below is correct?
Diagram A
Consider the following scenario: All packages must include a completed shipping label. International packages must also include customs documentation. If proof of delivery is requested, the delivery confirmation form must be attached. Which BPMN diagram fragment below describes this behavior?
Diagram D
Business process architecture development projects
Enterprise Level (Level 1)
Executive team defines strategy, goals, and business initiatives
Enterprise Level 1
Steven Alter argues that an organization can be viewed as a collection of value chains. Paul Harmon, in the BPTrends view, argues that organizations can be viewed as a collection of work systems.
False
Which of the following statements refer to a critical (core) process of a company?
Order to Cash
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 metrics are performance measures that are directly related to this process, and as such would be measured and monitored for process improvement?
Percentage of over-billing errors Percentage of under-billing errors cycle time
Business process design or redesign projects
Process Level 2
Day-to-day execution of a specific business process
Process Level 2
the likelihood that the process is not vulnerable to unauthorized uses, sabotage, or criminal activity
Security
Which of the following is NOT a published business process architecture framework? Supply Chain Council's Supply Chain Operations Reference Framework (SCOR) APQC's (American Productivity and Quality Center) Process Classification Framework (PCF) Steven Alter's Work System Framework
Steven Alter's Work System framework is NOT a published business process architecture 3 only
The Enterprise Business Model argues that the story of an enterprise begins with its business drivers. These drivers originate from one of more influences on the marketplace. These factors are often abbreviated by the acronym STEEPLE. Which of the following is NOT considered a STEEPLE factor?
System (ERP systems in place; cloud provider selected)
Which of the following is NOT a valid description/definition of a (business) process?
The application of human and physical resources such as people, equipment, time, effort, and money to generate outputs used by internal or external customers.
Business Process Frameworks (sometime called business process architecture frameworks) are process reference models that integrate well known concepts of business process management, benchmarking, process measurement and organizational design into a cross-functional framework.
True
Business Process Reengineering (BPR) is in essence a performance improvement philosophy that aims to achieve quantum improvements by primarily rethinking and redesigning the way business processes are carried out.
True
Business Process Reengineering (BPR) means radically changing how people work -changing business policies and controls, systems and technology, organizational relationships and business practices, and reward programs.
True
Herbert Simon described nonprogrammable decisions as novel and consequential. There exists no cut-and-dried method for handling the problem; it probably hasn't occurred before, or its precise nature and structure are elusive or complex. The problem may be so important that it deserves a custom-tailored solution. It calls for intelligent, adaptive, problem-oriented action.
True
Problems, decisions, and processes share many characteristics. Understanding problem types and approaches to solving them provides a perspective for approaches to process improvement.
True
The Process View of the organization focuses on the interrelationships between functions that are needed to effectively complete the work of organizations. The process view is important today because the pressures of global competition force organizations to reduce costs, lead times, delays, etc.
True
Michael Porter developed the concept of a __________, the a set of activities that a firm operating in a specific industry performs in order to deliver a valuable product (i.e., good and/or service) for the market.
Value Chain
Denning described a __________ problem as one that defies repeated attempts to solve them. A solution often requires a great number of people to change their mindsets and behavior. They demand skilled political and social leaders who can bring about new social agreements and new organization within the system.
Wicked
Identify the pair of missing terms in the following statements: __________ is the application of human and physical resources such as people, equipment, time, effort, and money to generate outputs used by internal or external customers. A(n)__________ is a system in which human participants and/or machines perform work (processes and activities) using information, technology, and other resources to produce products and/or services for internal or external customers.
Work; work system
__________ is the application of human and physical resources such as people, equipment, time, effort, and money to generate outputs used by internal or external customers. A(n)__________ is a system in which human participants and/or machines perform work (processes and activities) using information, technology, and other resources to produce products and/or services for internal or external customers.
Work; work system
the number of interim work steps performed per unit of time
activity rate
In the IGOE or POETIC process models, which of the following would NOT be considered guides or controls?
automated IT system
Refers to the use of computer systems and software to automate a process.
business process automation
the theoretical limit for the output rate
capacity
The ultimate performance metric for a work system is __________.
customer satisfaction
the length of time between the start of a process and its completion
cycle time
the amount of time the process is out of operation
downtime
the ease with which the process can be modified to meet customer needs or adapt to external changes
flexibility
In a process-oriented organization, who is directly accountable for poor performance of a process?
process owner
In examining the performance of a work system, consideration of quality, accessibility, presentation and security would be considered performance metrics for which work system element?
information
Denning described these types of problems as large, complex, seemingly intractable situations; they can only be solved with creativity.
messy
What is the term that is used to describe the result (or intended result) of following a process, carrying out an activity, or delivering an IT service?
outcome
the amount of outputs produced per unit of time
output rate
In examining the performance of a work system, consideration of skills, involvement, commitment, and job satisfaction would be considered performance metrics for which work system element?
participants
the amount of output produced vs. the resources consumed (e.g. money, time, effort)
productivity
In examining the performance of a work system, consideration of cost, quality, responsiveness, reliability, and conformance to standards and regulations would be considered performance metrics for which work system element?
products and services
The Workflow Loop described by Dietz in "The Deep Structure of Business Processes", as well as the similar structures of the Action Loop and the Commitment Management Protocol, describe a four-step coordination pattern. The four steps are
request; promise; state; accept
Harold Leavitt developed a model of organizational change as a mechanism for analyzing the organization wide effects a change strategy will have. The author outlined 4 independent components of every organization, arguing that to have a successful 'integrated change', it is crucial to understand the connection between each component. The four components in Leavitt's Model are:
structure; task; technology; people
The system of organizations, people, technology, activities, information and resources involved in moving a product or service from supplier to customer is a(n) __________.
supply chain
