Business Process Management
Review Questions
Course Introduction
Business Process Management (BPM) is a course that explores the systematic approach to making an organization's workflow more effective, efficient, and adaptable to changing environments. Students will learn the key concepts and methodologies for analyzing, modeling, and redesigning business processes to improve performance and achieve organizational goals. The course covers BPM life cycles, process modeling techniques, process analysis, performance measurement, and the use of supporting technologies. Through case studies and hands-on activities, students gain practical skills in identifying process improvement opportunities, implementing process changes, and aligning processes with strategic objectives.
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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Chapter 1: Business Driven Technology
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Sample Questions
Q1) Consider a home theater system.Which of the following represents the outputs?
A) The DVD player, DVD movie, speakers, TV, and electricity.
B) Playing the movie, including the audio through the speakers and the video on the TV.
C) A message stating that the disk is dirty and cannot be played.
D) Spinning the disk to play, pause, rewind, or fast forward.
Answer: B
Q2) Consider a washing machine as a system.Which of the following represents the process?
A) The dirty clothes, water, and detergent.
B) The clean clothes.
C) The wash and rinse cycle.
D) The light indicating that the washer is off balance and has stopped.
Answer: C
Q3) Which of the following provides an example of data?
A) Who are my best customers?
B) What is my best-selling product?
C) What is my worst-selling product?
D) Who is customer number 12345XX?
Answer: D
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Chapter 2: Identifying Competitive Advantages
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Sample Questions
Q1) Porter suggests adopting only __________ of the three generic strategies.
Answer: One
Q2) Explain why competitive advantages are temporary.
Answer: A competitive advantage is a feature of a product or service on which customers place a greater value than they do on similar offerings from competitors.Competitive advantages provide the same product or service either at a lower price or with additional value that can fetch premium prices.Unfortunately,competitive advantages are typically temporary,because competitors often quickly seek ways to duplicate them.In turn,organizations must develop a strategy based on a new competitive advantage.Ways that companies duplicate competitive advantages include acquiring the new technology,copying business processes,and hiring away employees.
Q3) Porter has identified three generic business strategies,including focused,broad cost leadership,and switching strategy.
A)True
B)False
Answer: False
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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Sample Questions
Q1) What is business process reengineering?
A) The analysis and redesign of workflow within and between enterprises.
B) A standardized set of activities that accomplish as specific task, such as processing a customer's order.
C) Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations.
D) None of these.
Answer: A
Q2) What does supply chain management involve?
A) The management of production material flows between and among stages in a supply chain to maximize total supply chain efficiency.
B) The management of information flows between and among stages in a supply chain to maximize total supply chain costs.
C) The management of information flows between and among stages in a supply chain to maximize total supply chain effectiveness and profitability.
D) None of these.
Answer: C
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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) Which of the following is a type of metric based on website data?
A) Number of visits to a website
B) Number of abandoned registrations
C) Number of abandoned shopping carts
D) All of these
Q3) _________ IT metrics measure the impact IT has on business processes and activities,including customer satisfaction,conversion rates,and sell-through increases.
Q4) A(n)____________ 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.
Q5) Effectiveness IT metrics include throughput,speed,and availability.
A)True
B)False
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Chapter 5: Organizational Structures That Support
Strategic
Initiatives
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Sample Questions
Q1) Describe the relationship between ethics and privacy.
Q2) Broad functions of a CIO include all of the following except:
A) Ensuring the delivery of all IT projects, on time and within budget.
B) Ensuring that the strategic vision of IT is in line with the strategic vision of the organization.
C) Building and maintaining strong executive relationships.
D) Building and maintaining strong customer processes.
Q3) 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
Q4) __________ is the right to be left alone when you want to be,to have control over your own personal possessions,and to not be observed without your consent.
Q5) ________ software is manufactured to look like the real thing and sold as such.
Q6) Discuss the reasons why privacy issues lose trust for ebusinesses.
Q7) Explain how HIPAA protects individuals' health records.
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Chapter 6: Valuing Organizational Information
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Q1) Detail,summary,and _________ are the typical information granularities.
Q2) Timely information must be up-to-the-second to be accurate.
A)True
B)False
Q3) All of the following are characteristics of information except:
A) Transactional
B) Analytical
C) Timeliness
D) Quantity
Q4) 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
Q5) Which of the following represents the different information formats?
A) Detail, summary, aggregate
B) Document, presentation, spreadsheet, database
C) Individual, department, enterprise
D) None of these
Q6) List the four primary sources of low-quality information.
Page 8
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Chapter 7: Storing Organizational Information Databases
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Q1) A data-driven website is an interactive website kept constantly updated and relevant to the needs of its customers through the use of a database.
A)True
B)False
Q2) All of the following are advantages of database-stored information except:
A) Increased flexibility
B) Increased performance
C) Increased information redundancy
D) Increased information integrity
Q3) One of the advantages found in a relational database is increased information redundancy.
A)True
B)False
Q4) Which of the following measures how quickly a system performs a certain process or transaction?
A) Scalability
B) Performance
C) Redundancy
D) Information integrity
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Chapter 8: Accessing Organizational Information Data Warehouse
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Sample Questions
Q1) Which of the following statements is true?
A) The more complete an organization wants to get its information, the less it costs.
B) The more accurate an organization wants to get its information, the less it costs.
C) The less accurate an organization wants to get its information, the more it costs.
D) The more complete and accurate an organization wants to get its information, the more it costs.
Q2) Explain the relationship between business intelligence and a data warehouse.
Q3) 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
Q4) A dimension is a particular attribute of information.
A)True
B)False
Q5) Explain the primary difference between a database and a data warehouse.
Q6) Data warehousing is about extending the transformation of data into _________.
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Chapter 9: Enabling the Organization Decision Making
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Sample Questions
Q1) Which system differentiates an executive-information system from a decision-support system and a transaction-processing system?
A) Order processing system
B) Manufacturing system
C) Stock market information system
D) Transportation system
Q2) __________ logic is a mathematical method of handling imprecise or subjective information.
Q3) A(n)_________ agent is a special-purpose knowledge-based information system that accomplishes specific tasks on behalf of its users.
Q4) Sensitivity analysis,what-if analysis,and market-basket analysis are the three quantitative models typically used by a DSS.
A)True
B)False
Q5) Artificial intelligence simulates ______________ intelligence,such as the ability to reason and learn.
Q6) A decision-support system models __________ to support managers and business professionals during the decision-making process.
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Chapter 10: Extending the Organization Supply Chain Management
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Q1) Information technology,consumer behavior,visibility,and speed are the four changes resulting from advances in technology that are driving supply chains.
A)True
B)False
Q2) 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
Q3) List and describe the components of a typical supply chain.
Q4) Which of the following is not one of the five basic components of supply chain management?
A) Plan
B) Source
C) Cost
D) Deliver
Q5) Distribution of products flow from customers and their _____________ customers at all levels.
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Chapter 11: Building a Customer-Centric Organization
Customer Relationship Management
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Sample Questions
Q1) What is the term that identifies how frequently a customer purchases items?
A) Recency
B) Frequency
C) Monetary value
D) Reporting
Q2) What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?
A) Customer identification
B) Customer segmentation
C) Customer predicting
D) All of these
Q3) Define the relationship between decision making and analytical CRM.
Q4) CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.
A)True
B)False
Page 13
Q5) Compare operational CRM and analytical CRM.
Q6) List and describe the primary forces driving the explosive growth of CRM.
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Chapter 12: Integrating the Organization From
Enterprise Resource Planning
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Sample Questions
Q1) In the past,departments made decisions independently of each other.
A)True
B)False
Q2) Which application's primary business benefits include forecasting,planning,purchasing,material management,warehousing,inventory,and distribution?
A) CRM
B) SCM
C) ERP
D) All of these
Q3) What are the primary business benefits of an ERP system?
A) Sales forecasts, sales strategies, and marketing campaigns.
B) Market demand, resource and capacity constraints, and real-time scheduling.
C) Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution.
D) All of these.
Q4) Describe the primary users and primary business benefits of CRM,SCM,and ERP applications.
Q5) Compare middleware and enterprise application integration middleware.
Q6) Sales,marketing,and customer service are the primary users of ______ systems. Page 15
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Chapter 13: Creating Innovative Organizations
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Q1) Intermediaries occur when a customer sells directly to another customer online,cutting out the intermediary.
A)True
B)False
Q2) Which of the following terms could you use synonymously when referring to the web?
A) Network, paradigm shift
B) URL, domain name
C) HTML, Internet
D) Web browser, blog
Q3) Information reach refers to the number of people a business can communicate with,on a global basis.
A)True
B)False
Q4) The WWW provides access to Internet information,including text,graphics,audio,and video files,through documents that use a special formatting language called ________ markup language.
Q5) Information __________ measures the number of people a firm can communicate with all over the world.
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Chapter 14: E-Business
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Q1) Barnes and Noble is an example of a _________ -and-mortar business.
Q2) What is the ebusiness tool that can increase marketing reach and build customer loyalty through audio broadcasting?
A) IMing
B) Email
C) Taxonomy
D) Podcasting
Q3) What is the set of ideas about how all information in a given context should be organized?
A) Information architecture
B) Collective intelligence
C) Content management system
D) Ebusiness model
Q4) The Internet marketplace is free of most forms of traditional sales tax.
A)True
B)False
Q5) An online version of a retail store where customers can shop at any hour is called a(n)_________.
Q6) A ________ and-mortar business operates in a physical store without an Internet presence.
Page 18
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Chapter 15: Creating Collaborative Partnerships
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Q1) What is a website or web application that uses content from more than one source to create a completely new product or service?
A) Social tagging
B) Mashup blog
C) Social media
D) Mashup
Q2) Social tagging describes the collaborative activity of marking shared online content with keywords or tags as a way to ______________.
A) Organize it for future navigation.
B) Organize it for future filtering.
C) Organize it for future search.
D) All of these.
Q3) What is the practice of expanding your business and social contacts by constructing a personal network?
A) Network effects
B) Tagging
C) Social taxonomy
D) Social networking
Q4) Explain the three challenges associated with Business 2.0.
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Chapter 16: Integrating Wireless Technology in Business
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Q1) What technology allows viewers in almost any location to select from hundreds of channels?
A) WiMAX wireless broadband
B) Satellite television
C) Wireless local area network
D) Cellular phones and pagers
Q2) What technology uses radio waves rather than wires to transmit information across a local area network?
A) WiMAX wireless broadband
B) Satellite television
C) Wireless local area network
D) Cellular phones and pagers
Q3) Mobile technology refers to any type of electrical or electronic operation that is accomplished without the use of a "hard-wired" connection.
A)True
B)False
Q4) ________________ technology refers to any type of electrical or electronic operation that is accomplished without the use of a "hard-wired" connection.
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Chapter 17: Building Software to Support an Agile Organization
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Q1) What is an activity-based process in which each phase in the SDLC is performed sequentially from planning through implementation and maintenance?
A) RAD methodology
B) Agile methodology
C) Waterfall methodology
D) Extreme programming
Q2) Identify the business benefits associated with successful software development.
Q3) List and describe each phase in the systems development life cycle.
Q4) Failure to manage __________ scope is one of the primary reasons for project failure.
Q5) Which of the following describes agile?
A) Fast and efficient
B) Small and nimble
C) Lower cost
D) All of these
Q6) ____________ revenues are a business-related consequence of successful software.
Q7) The _________ methodology aims for customer satisfaction through early and continuous delivery of useful software components developed by an iterative process with a design point that uses the bare minimum requirements. Page 21
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Chapter 18: Managing Organizational Projects
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Q1) The project management ____________ is an internal department that oversees all organizational projects.
Q2) What is the application of knowledge,skills,tools,and techniques to project activities to meet project requirements?
A) Project management
B) Project management software
C) Scope
D) None of these
Q3) Explain the triple constraint and its importance in project management.
Q4) The project management role has several responsibilities in the area of time.Which of the following answers lists these responsibilities for time?
A) Communication, requirements, changes
B) Expectations, resources, technology choices
C) Quality, methodology
D) None of these
Q5) Describe the fundamentals of project management.
Q6) The triple constraint includes time,cost,and quality.
A)True
B)False
Page 23
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Chapter 19: Outsourcing in the 21st Century
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Q1) Outsourcing is a common approach using the professional expertise within an organization to develop and maintain the organization's information technology systems.
A)True
B)False
Q2) Human resources is the most commonly outsourced function.
A)True
B)False
Q3) 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
Q4) Which of the following is the primary reason why companies outsource?
A) Tap outside sources of expertise.
B) Concentrate resources on core business.
C) Reduce headcount and related expenses.
D) Better manage the costs of internal processes.
Q5) Contract length,competitive edge,____________,and scope definition are the four primary challenges for outsourcing.
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Chapter 20: Developing a 21st-Century Organization
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Sample Questions
Q1) 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
Q2) What is the blending of computers and wireless telecommunications technologies with the goal of efficiently conveying information over vast networks to improve business operations?
A) Mobile commerce
B) Telematics
C) Electronic tagging
D) Radio frequency identification
Q3) 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
Q4) Explain how the integration of business and technology is shaping 21<sup>st</sup>-century organizations.
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