Business Process Management
Exam Materials
Course Introduction
Business Process Management (BPM) is a strategic discipline focused on analyzing, designing, implementing, monitoring, and optimizing organizational processes to achieve specific business goals. This course explores key concepts and methodologies used to model, automate, measure, and improve business processes across various functions and industries. Students will learn how to align processes with organizational strategy, utilize process mapping tools, and apply best practices for continuous process improvement and innovation. Real-world case studies and practical exercises will reinforce critical thinking skills and prepare students to drive operational efficiency and enhance competitiveness in dynamic business environments.
Recommended Textbook
Business Driven Technology 5th Edition by Paige Baltzan
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20 Chapters
1007 Verified Questions
1007 Flashcards
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Page 2
Chapter 1: Business Driven Technology
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80 Verified Questions
80 Flashcards
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Sample Questions
Q1) Data is useful for understanding individual sales,but to gain deeper insight into a business,data needs to be turned into information.Which of the following offers an example of turning data into information?
A) Who are my best customers?
B) What is my best-selling product?
C) What is my worst-selling product?
D) All of these
Answer: D
Q2) What is data converted into a meaningful and useful context?
A) Competitive intelligence.
B) Information.
C) Buyer power.
D) First-mover advantage.
Answer: B
Q3) A ____________ is the confirmation or validation of an event or object. Answer: Fact
Q4) The __________ management department in a company manages the process of converting or transforming resources into goods or services.
Answer: Operations
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Chapter 2: Identifying Competitive Advantages
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116 Flashcards
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Sample Questions
Q1) Shawn McGill is on the executive board for ABC Pharmaceuticals.The company produces the number-one-selling cancer-fighting drug on the market.Due to its incredible success,ABC pharmaceuticals has decided to increase the cost of the drug from $8 a pill to $15 a pill.Which force is ABC Pharmaceuticals using to increase its drug price?
A) Supplier power.
B) Buyer power.
C) Threat of false entrants.
D) Business power.
Answer: A
Q2) Porter has identified three generic business strategies,including focused,broad cost leadership,and switching strategy.
A)True
B)False
Answer: False
Q3) __________ power measures the ability of buyers to affect the price they must pay for an item.
Answer: Buyer
Q4) Apple utilized the first-mover ________ with its iPod product.
Answer: Advantage
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Chapter 3: Strategic Initiatives for Implementing Competitive Advantages
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42 Verified Questions
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Sample Questions
Q1) Progressive Insurance used CRM to revamp its insurance claims process.
A)True
B)False Answer: False
Q2) Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers.
A)True
B)False Answer: True
Q3) A business process is the analysis and redesign of workflow within and between enterprises.
A)True
B)False
Answer: False
Q4) Business process reengineering is the analysis and _________ of workflow within and between enterprises.
Answer: Redesign
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Chapter 4: Measuring the Success of Strategic Initiatives
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Sample Questions
Q1) What is a count of the number of people who visit one site and click on an advertisement that takes them to the site of the advertiser?
A) Click-through
B) Cookie
C) Banner ad
D) Interactivity
Q2) Define the relationship between benchmarks and benchmarking.
Q3) ________ are baseline values the system seeks to attain.
Q4) The balanced scorecard was developed by Drs.Robert Kaplan of the Harvard Business School and David Norton.Which systems does the balanced scorecard measure?
A) CRM and ERP
B) BPR and ERP
C) SCM and ERP
D) SCM and CRM
Q5) Benchmarks are baseline values the system seeks to attain.
A)True
B)False
Q6) A(n)___________________ is an unfilled customer order.
Q7) Explain the interrelationships of efficiency and effectiveness IT metrics.
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Chapter 5: Organizational Structures That Support
Strategic Initiatives
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Sample Questions
Q1) What is a broad term encompassing the protection of information from accidental or intentional misuse by persons inside or outside an organization?
A) Ethics
B) Privacy
C) Copyright
D) Information security
Q2) According to Infonetics research,what is the leading cause of downtime?
A) Software failure followed by human error.
B) Tornadoes.
C) Power outage.
D) Sink overflow.
Q3) Describe the gap between business personnel and IT personnel and what an organization can do to close this gap.
Q4) What are the principles and standards that guide our behavior toward other people?
A) Intellectual property
B) Copyright
C) Pirated software
D) Ethics
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Chapter 6: Valuing Organizational Information
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Sample Questions
Q1) What encompasses all organizational information and its primary purpose is to support the performance of managerial analysis tasks?
A) Transactional information
B) Analytical information
C) Timeliness
D) Quality
Q2) Detail,summary,and _________ are the typical information granularities.
Q3) Which of the following represents the different information granularities?
A) Detail, summary, aggregate
B) Document, presentation, spreadsheet, database
C) Individual, department, enterprise
D) None of these
Q4) Which of the following is not one of the five characteristics common to high-quality information?
A) Accuracy
B) Completeness
C) Quantity
D) Consistency
Q5) Organizations use _______________ information to make repetitive decisions.
Q6) Describe the broad levels,formats,and granularities of information.
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Chapter 7: Storing Organizational Information Databases
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Sample Questions
Q1) Which of the following uses a DBMS to interact with a database?
A) Users of accounting programs
B) Users of human resource programs
C) Users of marketing programs
D) All of these
Q2) Which of the following types of information can be found in a database?
A) Inventory
B) Transactions
C) Employees
D) All of these
Q3) All of the following are business-critical integrity constraints except:
A) The system will not allow an entry for an order for a nonexistent customer.
B) The system will not allow returns of fresh produce after 15 days past delivery.
C) The system will not allow shipping a product to a customer who does not have a valid address.
D) The system will not allow shipping a nonexistent product to a customer.
Q4) Evaluate the advantages of the relational database model.
Q5) _________ integrity is a measure of the quality of information.
Q6) Describe the role and purpose of a database management system.
Page 9
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Chapter 8: Accessing Organizational Information Data Warehouse
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Sample Questions
Q1) Why is Noodles & Company using business intelligence?
A) To improve financial analysis.
B) To improve corporate processes.
C) To track store quality.
D) To change the corporate culture.
Q2) A data __________ contains a subset of data warehouse information.
Q3) Explain the primary difference between a database and a data warehouse.
Q4) All of the following are reasons why operational systems are not appropriate for business analysis except:
A) Does not include information from other operational applications.
B) Operational systems are integrated.
C) Operational information is mainly current.
D) Operational information frequently has quality issues.
Q5) What is information that people use to support their decision-making efforts?
A) Information cleansing and scrubbing
B) Data-mining tools
C) Data mining
D) Business intelligence
Page 10
Q6) Explain the multidimensional nature of data warehouses (and data marts)and the business value gained from multidimensional analysis.
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Chapter 9: Enabling the Organization Decision Making
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Sample Questions
Q1) ___________ analysis occurs when users change the value of one variable repeatedly and observe the resulting changes in other variables.
Q2) What finds the inputs necessary to achieve a goal,such as a desired level of output?
A) Drill-down
B) Sensitivity analysis
C) What-if analysis
D) Goal-seeking analysis
Q3) List and define the four most common categories of AI.
Q4) A genetic algorithm is an artificial intelligence system that mimics the evolutionary,survival-of-the-fittest process to generate increasingly better solutions to a problem.
A)True
B)False
Q5) __________ logic is a mathematical method of handling imprecise or subjective information.
Q6) List and define the four primary reasons for the growth of decision-making information systems.
Q7) Describe the three capabilities commonly offered by an EIS.
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Chapter 10: Extending the Organization Supply Chain Management
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Sample Questions
Q1) Information technology's primary role in supply chain management is creating the integrations,or tight process and information linkages,between functions within a firm-such as marketing,sales,finance,manufacturing,and distribution-and between firms.
A)True
B)False
Q2) Describe the four changes resulting from advances in IT that are driving supply chains.
Q3) Summarize the best practices for implementing a successful supply chain management system.
Q4) Which of the following is not one of the three main links in the supply chain?
A) Materials flow from suppliers and their downstream suppliers at all levels.
B) Transformation of materials into semifinished and finished products-the organization's own production processes.
C) Distribution of products to customers and their downstream customers at all levels.
D) None of these.
Q5) Consumer behavior,_____________,competition,and speed are the four changes resulting from advances in IT that are driving supply chains.
Page 13
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Chapter 11: Building a Customer-Centric Organization
Customer Relationship Management
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37 Flashcards
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Sample Questions
Q1) Back-office operations deal directly with the customer.
A)True
B)False
Q2) Which of the following is the first CRM implementation strategy?
A) Define information needs and flows.
B) Build an integrated view of the customer.
C) Clearly communicate the CRM strategy.
D) Implement in iterations.
Q3) The business world is shifting from customer focus to product focus.
A)True
B)False
Q4) Which of the following represents operational CRM?
A) Supports traditional transactional processing.
B) Supports day-to-day front-office operations.
C) Supports operations that deal directly with the customers.
D) All of these.
Q5) ___________ office operations deal directly with the customer.
Q7) Compare operational CRM and analytical CRM. Page 14
Q6) List and describe the industry best practices for implementing a successful CRM system.
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Page 15
Chapter 12: Integrating the Organization From
Enterprise Resource Planning
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Sample Questions
Q1) Describe the primary users and primary business benefits of CRM,SCM,and ERP applications.
Q2) Sales,marketing,and customer service are the primary users of ______ systems.
Q3) One of the primary reasons for ERP's explosive growth is that an ERP system is a logical solution to the many incompatible applications found in business today.
A)True
B)False
Q4) Accounting,finance,logistics,and production are the primary users of ___________ systems.
Q5) Who are the primary users of ERP systems?
A) Sales, marketing, customer service
B) Accounting, finance, logistics, and production
C) Customers, resellers, partners, suppliers, and distributors
D) All of these
Q6) What must a system do to qualify as a true ERP solution?
A) Be flexible.
B) Be modular and closed.
C) Extend only throughout the company, not outside the company.
D) All of these.
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Chapter 13: Creating Innovative Organizations
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80 Flashcards
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Sample Questions
Q1) What is the best way to measure a company's ebusiness success?
A) Effective MIS metrics
B) Interactivity
C) Clickstream data
D) All of these
Q2) What is the difference between ecommerce and ebusiness?
A) Ecommerce includes Internet network effects. Ebusiness includes ecommerce and all activities related to internal and external business operations.
B) Ecommerce is buying and selling of goods or service online. Ebusiness includes ecommerce and all activities related to internal and external business operations.
C) Ecommerce includes ecommerce and all activities related to internal and external business operations. Ebusiness includes all of the of knowledge management systems.
D) Ebusiness is buying and selling of goods or service online. Ecommerce includes ecommerce and all activities related to internal and external business operations.
Q3) Compare disruptive and sustaining technologies,and explain how the Internet and WWW caused business disruption.
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Chapter 14: E-Business
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Sample Questions
Q1) Consumer-to-business applies to any _________ who sells a product or service to a business on the Internet.
Q2) What occurs when a system updates information at the same rate it receives the information?
A) Collective intelligence system
B) Collaboration system
C) Real-time communication
D) Knowledge management system
Q3) Many believe that U.S.tax policy should provide a level playing field for traditional retail businesses,mail-order companies,and online merchants.What form of ebusiness challenge is this statement referring to?
A) Adhering to taxation rules
B) Ensuring consumer protection
C) Identifying limited market segments
D) Managing consumer relationships
Q4) Compare the four categories of ebusiness models.
Q5) Business-to-consumer applies to any __________ that sells its products or services directly to consumers online.
Q6) Google is an example of a _________ -play business.
18
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Chapter 15: Creating Collaborative Partnerships
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Sample Questions
Q1) How would you categorize mobile entertainment,mobile sales,mobile ticketing,and mobile banking?
A) Mobile business
B) Mbusiness
C) Mcommerce
D) All of these
Q2) What maps group contacts,identifying who knows each other and who works together?
A) Social network effects
B) Mashup networking analysis
C) Web network effects
D) Social networking analysis
Q3) Traditional ebusiness communications were limited to face-to-face conversations and one-way technologies that used _______________ communications-communication such as email,in which the message and the response do not occur at the same time.
Q4) Web 3.0 refers to static text-based information websites.
A)True
B)False
Q5) Twitter is one of the largest and most powerful _______________ websites.
Page 19
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Chapter 16: Integrating Wireless Technology in Business
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Sample Questions
Q1) Wireless means the technology can travel with the user,but it is not necessarily in real time.
A)True
B)False
Q2) Explain how a wireless device can help an organization perform business anywhere,anyplace,anytime.
Q3) What technology enables wireless networks to extend as far as 30 miles and transfer information,voice,and video at faster speeds than cable?
A) WiMAX wireless broadband
B) Satellite television
C) Wireless local area network
D) Cellular phones and pagers
Q4) What technology provides connectivity for portable and mobile applications,both personal and business?
A) WiMAX wireless broadband
B) Satellite television
C) Wireless local area network
D) Cellular phones and pagers
Q5) Explain the business benefits of using wireless technology.
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Chapter 17: Building Software to Support an Agile Organization
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Sample Questions
Q1) Define the relationship between the systems development life cycle and software development methodologies.
Q2) What is the design phase in the SDLC?
A) Involves establishing a high-level plan of the intended project and determining project goals.
B) Involves analyzing end-user business requirements and refining project goals into defined functions and operations of the intended system.
C) Involves describing the desired features and operations of the system.
D) Involves placing the system into production so users can begin to perform actual business operations with the system.
Q3) Planning,___________,design,development,testing,implementation,and maintenance are the seven phases in the SDLC.
Q4) Which methodology is owned by IBM?
A) Scrum
B) XP
C) RAD
D) RUP
Q5) An error found during the ___________ phase is the most expensive to fix.
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Chapter 18: Managing Organizational Projects
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Sample Questions
Q1) What is a project?
A) A temporary endeavor undertaken to create a unique product, service, or result.
B) The application of knowledge, skills, tools, and techniques to project activities in order to meet or exceed stakeholder needs and expectations from a project.
C) Any measurable, tangible, verifiable outcome, result, or item that is produced to complete a project or part of a project.
D) Key dates when a certain group of activities must be performed.
Q2) Explain the triple constraint and its importance in project management.
Q3) _________ management is the application of knowledge,skills,tools,and techniques to project activities to meet project requirements.
Q4) The relationships among the triple constraint variables are not dependent. A)True B)False
Q5) Project ____________ represent key dates when a certain group of activities must be performed.
Q6) Describe the fundamentals of project management.
Q7) Time,cost,and ___________ are the three primary variables in any project.
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Chapter 19: Outsourcing in the 21st Century
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Sample Questions
Q1) Which of the following are the influential driver(s)affecting the growth of outsourcing markets?
A) Core competencies
B) Rapid growth
C) Industry changes
D) All of these
Q2) Which of the following is an outsourcing challenge caused by contract length?
A) Difficulties in getting out of a contract
B) Problems in foreseeing future issues
C) Problems in reforming an internal IT department
D) All of these
Q3) Human resources is the most commonly outsourced function.
A)True
B)False
Q4) Explain the business benefits of outsourcing.
Q5) In the past,outsourcing was often used tactically,as a quick-fix,short-term solution to a particular need or problem which did not form part of an overall business strategy.
A)True
B)False
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Chapter 20: Developing a 21st-Century Organization
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Sample Questions
Q1) The original design of the Internet and the web was for simple email,document exchange,and the display of static content,not for sophisticated and dynamic business applications that require access to back-end systems and databases.
A)True
B)False
Q2) Where is the position of IT infrastructure within the organization?
A) Top
B) Middle
C) Bottom
D) Depends on the company as to the position of the IT infrastructure
Q3) ___________ commerce is the ability to purchase goods and service through a wireless Internet-enabled device.
Q4) IT infrastructure is the hardware,software,and telecommunications equipment that,when combined,provide the underlying foundation to support the organization's goals.
A)True
B)False
Q5) Explain how the integration of business and technology is shaping 21<sup>st</sup>-century organizations.
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