Business Process Management
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Course Introduction
Business Process Management (BPM) is a course designed to equip students with the knowledge and skills required to analyze, design, implement, monitor, and optimize organizational processes. Through a blend of theoretical frameworks and practical tools, students learn how to enhance operational efficiency, ensure process compliance, and foster continuous improvement within various business environments. The course covers essential BPM components, such as process modeling, workflow automation, process mapping techniques, performance measurement, and the strategic alignment of processes with organizational goals. Real-world case studies and software tools are utilized to provide hands-on experience in redesigning processes to drive organizational success.
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Business Driven Technology 5th Edition by Paige Baltzan
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Page 2
Chapter 1: Business Basics
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Q1) Partnership agreements typically include all of the following, except:
A) Expectations for sharing profits and losses
B) Partner's salary requirements
C) Methods for conflict resolution
D) Shareholder's expectations for a successful business
Answer: D
Q2) What is the division of a market into similar groups of customers?
A) Market management
B) Market mix
C) Market communications
D) Market segmentation
Answer: D
Q3) ____________ are a distribution of earnings to shareholders.
Answer: Dividends
Q4) The income statement reports a company's ____________ income, or the amount of money remaining after paying taxes
Answer: Net
Q5) ____________ segmentation is based on variables such as usage rate, usage patterns, price sensitivity, and brand loyalty.
Answer: Behavioral
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Chapter 2: Business Process
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Q1) Which of the following is not a criterion to determine the importance of a process for reengineering practitioners?
A) Is the process broken?
B) Is the process antiquated?
C) Does the process fall above best in class?
D) Is the process crucial for productivity improvement?
Answer: C
Q2) A set of one or more process models details the many functions of a system or subject area with graphics and text and its purpose is to:
A) Focus attention on the process model interfaces
B) Expose process detail quickly and in a controlled manner
C) Encourage inaccuracies in describing the process model
D) All of the above
Answer: A
Q3) Customer facing processes result in a product or service that is received by an organization's ___________ customer.
Answer: External
Q4) Manufacturing is a ________ facing process.
Answer: Customer
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Chapter 3: Hardware and Software
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Sample Questions
Q1) What is application software?
A) Controls how the various technology tools work together along with the application software
B) Controls the application software and manages how the hardware devices work together
C) Provides additional functionality to the operating system
D) Used for specific information processing needs, including payroll, customer relationship management, project management, training, and many others
Answer: D
Q2) ____________ is the number of billions of CPU cycles per second.
Answer: Gigahertz
Q3) ____________ access memory is the computer's primary working memory, in which program instructions and data are stored so that they can be accessed directly by the CPU via the processor's high-speed external data bus.
Answer: Random
Q4) Disk optimization software helps save information if a computer crashes.
A)True
B)False
Answer: False
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Chapter 4: Enterprise Architectures
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Q1) Which of the following is not a characteristic of a solid infrastructure architecture?
A) Flexibility
B) Scalability
C) Integrity
D) Performance
Q2) What determines the future IT infrastructure requirements for new equipment and additional network capacity?
A) Scalability
B) Capacity planning
C) Reliability
D) Availability
Q3) What measures how quickly a system performs a certain process or transaction in terms of efficiency IT metrics of both speed and throughput?
A) Reliability
B) Availability
C) Flexibility
D) Performance
Q4) List and describe the five characteristics of adaptable systems.
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Page 6
Chapter 5: Networks and Telecommunications
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Q1) What is a client?
A) Enables the transmission of data over public or private networks
B) A communications, data exchange, and resource-sharing system created by linking two or more computers and establishing standards, or protocols, so that they can work together
C) Any network without a central file server and in which all computers in the network have access to the public files located on all other workstations
D) A computer that is designed to request information from a server
Q2) How many phone calls in the United States are transmitted over VoIP?
A) 10 percent
B) 50 percent
C) 90 percent
D) Impossible to determine
Q3) What combines the functions of a cellular phone and a PDA in a single device?
A) GPS
B) RFID
C) Smartphone
D) VoIP
Q4) List and describe many of the network security problems.
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Chapter 6: Information Security
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Sample Questions
Q1) The Trojan-horse virus hides inside other software, usually as an attachment or a downloadable file.
A)True
B)False
Q2) What attacks computer systems by transmitting a virus hoax, with a real virus attached?
A) Malicious code
B) Hoaxes
C) Spoofing
D) Sniffer
Q3) _________ hat hackers work at the request of the system owners to find system vulnerabilities and plug the holes.
Q4) _________ are people very knowledgeable about computers who use their knowledge to invade other people's computers.
Q5) A(n) _________ is a type of virus that spreads itself, not only from file to file, but also from computer to computer.
Q6) Spoofing is the forging of the _________ address on an email so teat the email message appears to come from someone other than the actual sender.
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Chapter 7: Ethics
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Sample Questions
Q1) Describe the important ethical concepts steaming from information technology.
Q2) Which policy details the extent to which email messages may be read by others?
A) Acceptable use policy
B) Email privacy policy
C) Internet use policy
D) None of the above
Q3) What is a small file deposited on a hard drive by a website containing information about customers and their web activities?
A) Key logger
B) Hardware key logger
C) Cookie
D) Adware
Q4) Employee monitoring policies explicitly state how, when, and where the company monitors its employees.
A)True
B)False
Q5) ____________ are the principles and standards that guide our behavior toward other people.
Q6) Explain the statement "information has no ethics."
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Q7) The _________ act restricts what information the federal government can collect.
Chapter 8: Supply Chain Management
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Q1) If an organization chooses an inexpensive method of transportation it is focusing on a(n) _________ strategy.
Q2) Safety inventory is the average amount of inventory held to satisfy customer demands between inventory delivers.
A)True
B)False
Q3) If an organization chooses a(n) ____________ strategy for information sharing then it will freely share lots of information to increase the speed and decrease the costs of supply chain processing.
Q4) Describe the four drivers of supply chain management.
Q5) What are the three primary components an organization should consider when determining its facilities strategy?
A) Location, inventory, transportation
B) Location, capacity, operational design
C) Capacity, operational design, information
D) Capacity, operational design, transportation
Q6) Dillard's department store focuses its supply chain strategy on _________.
Q7) Explain supply chain management strategies focusing on efficiency.
Q8) Describe the fastest growing components of SCM systems.
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Chapter 9: Customer Relationship Management
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Sample Questions
Q1) What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?
A) Campaign management system
B) Cross-selling
C) Up-selling
D) List generator
Q2) Which industries will want to keep using CRM as a major strategic focus in the future?
A) Industries whose products are unique
B) Industries whose products are difficult to differentiate
C) Industries whose products are exclusive
D) Industries whose products are distinctive
Q3) Contact center, web-based self-scripting, and __________ scripting are the three primary operational CRM technologies used in the customer service department.
Q4) Describe three CRM technologies used by marketing departments.
Q5) ___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.
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Chapter 10: Enterprise Resource Planning
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Q1) What is the single most important force reshaping the architecture and functionality of ERP systems?
A) Internet
B) Interface
C) Wireless technology
D) Ebusiness
Q2) Human resource components have the ability to identify employees that are likely to ________ the company.
Q3) Compare core enterprise resource planning components and extended enterprise resource planning components.
Q4) According to Meta Group, what is the average savings from a successful ERP implementation?
A) $500,000
B) $1.6 million
C) $5 million
D) Impossible to determine
Q5) Business intelligence, customer relationship management, supply chain management, and __________ are the four most common extended ERP components.
Page 12
Q6) Redefining processes is a common ERP ___________.
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Chapter 11: Ebusiness
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Q1) What is a company that offers an organization access over the Internet to systems and related services that would otherwise have to be located in personal or organizational computers?
A) Internet service provider (ISP)
B) Online service provider (OSP)
C) Application service provider (ASP)
D) Wireless Internet service provider (WISP)
Q2) What is an online ad?
A) A box running across a web page that is often used to contain advertisements
B) Allows businesses to generate commissions or royalties from an Internet site
C) A technique that induces websites or users to pass on a marketing message to other websites or users
D) The ability of an organization to give its customers the opportunity to tailor products or services to customer's specifications
Q3) Describe how marketing, sales, financial services, and customer service departments can use ebusiness to increase revenues or reduce costs.
Q4) Describe the four common tools an organization can use to access Internet information.
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Page 13
Chapter 12: Global Trends on OLC
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Q1) What is trend projection?
A) When numerical data are available, a trend can be plotted to display changes through time and into the future
B) A trend is examined to identify its nature, causes, speed of development, and potential impacts
C) Trends viewed as particularly important in a specific community, industry, or sector are carefully monitored, watched, and reported to key decision makers
D) Complex systems can be modeled by means of mathematical equations and different scenarios can be run against the model to determine "what if" analysis
Q2) The growth in information industries is creating a knowledge- _________ global society.
Q3) Explain why understanding trends and new technologies can help an organization prepare for the future.
Q4) Medical knowledge is _________ every eight years.
Q5) Digital ink refers to technology that digitally represents ____________ in its natural form.
Q6) Identify the seven trends that will have the greatest impact on future business.
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Page 14
Chapter 13: Strategic Outsourcing on OLC
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Q1) What category of outsourcing countries includes Canada, India, Ireland, Israel, and the Philippines?
A) The leaders
B) The up-and-comers
C) The rookies
D) None of the above
Q2) List and describe the three categories of outsourcing countries.
Q3) Which of the following countries is considered an up-and-comer in the outsourcing industry?
A) Israel
B) China
C) Thailand
D) New Zealand
Q4) Which of the following countries is considered a leader in the outsourcing industry?
A) Israel
B) China
C) Thailand
D) New Zealand
Q5) Describe the future trend of outsourcing.
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Chapter 14: Systems Development
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Q1) Which of the following is not a type of feasibility study?
A) Operational feasibility study
B) Legal and contractual feasibility study
C) Critical success factor feasibility study
D) Technical feasibility study
Q2) Designing the IT infrastructure typically occurs during the design phase.
A)True
B)False
Q3) What is the system users' actual signatures indicating they approve all of the business requirements?
A) JAD session
B) Technical architecture
C) Requirements definition document
D) Sign-off
Q4) List and define the five different types of feasibility studies.
Q5) A(n) _________ feasibility study examines the likelihood that the project will attain its desired objectives.
Q6) ____________ implementation uses both the old and the new systems until it is evident that the new system performs correctly.
Page 16
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Chapter 15: Project Management
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Q1) Which of the following is not a characteristic of a well-defined project plan?
A) Prepared by the project manager
B) Easy to read
C) Appropriate to the project's size
D) Communicated to all key participants
Q2) Project ____________ represent key dates when a certain group of activities must be performed.
Q3) An organization must identify what it wants to do and how it is going to do it. What does the "what" part of this question focus on?
A) Justification of the project
B) Definition of the project
C) Expected results of the project
D) All of the above
Q4) Project deliverables represent key dates when a certain group of activities must be performed.
A)True
B)False
Q5) A(n) ____________ chart is a graphical network model that depicts a project's tasks and the relationships between those tasks.
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Chapter 16: Operations Management
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Sample Questions
Q1) Distribution management systems coordinate the process of transporting materials from a manufacturer to distribution centers to the final customers.
A)True
B)False
Q2) Describe the five characteristics of competitive priorities.
Q3) The five key competitive priorities include cost, quality, _______, flexibility, and service.
Q4) Value-added is the term used to describe the difference between the cost of inputs and the value of price of outputs.
A)True
B)False
Q5) Which of the following is one of the five key competitive priorities?
A) Cost
B) Capacity
C) Inventory
D) All of the above
Q6) _______ planning focuses on producing goods and services as efficiently as possible within the strategic plan.
Q7) Explain operations management role in business.
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Chapter 17: Organizational Architecture Trends
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Sample Questions
Q1) Business benefits for using grid computing include?
A) Improved productivity and collaboration of virtual organizations and respective computing and data resources
B) Allowing widely dispersed departments and businesses to create virtual organizations to share data and resources
C) Robust and infinitely flexible and resilient operational architectures
D) All the above
Q2) Interoperability is the capability of two or more computer systems to share data and resources, even though they are made by different manufacturers.
A)True
B)False
Q3) Which of the following is an example of a loosely coupled service?
A) The recovery of a university course registration system
B) The updating of a university course registration system
C) The backup of a banking system
D) The cellular telephone system
Q4) Services are business tasks.
A)True
B)False
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Chapter 18: Business Intelligence
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Q1) Which of the following is the result of BI that it is no longer required to have a PhD in statistics to get sophisticated analytics delivered to users' fingertips?
A) Reliable
B) Consistent
C) Understandable
D) Easily manipulated
Q2) Which form of BI uses the time frame of days to weeks to months?
A) Operational BI
B) Tactical BI
C) Strategic BI
D) All of the above
Q3) What is the primary problem most organizations face today concerning information?
A) Business intelligence rich, information rich
B) Data poor, information rich
C) Business intelligence poor, information rich
D) Data rich, information poor
Q4) Describe the four categories of BI business benefits.
Q5) ___________ are predictions made on the basis of time-series information.
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Chapter 19: Global Information Systems
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Sample Questions
Q1) Which of the following is not a cultural business challenge?
A) Differences in social attitudes
B) Differences in political philosophies
C) Differences in architectures
D) Differences in customs
Q2) What IT governance focus area ensures the IT department delivers the promised benefits for every project or investment?
A) Strategic alignment
B) Risk management
C) Resource management
D) Value delivery
Q3) Which of the following is one of the rights granted to European Union members under the directive on the protection of personal data grants?
A) The right to know the course of personal data processing and the purposes of such processing
B) The right to access and/or rectify inaccuracies in one's own personal data
C) The right to disallow the use of personal data
D) All of the above
Q4) ____________ is the act of conforming, acquiescing, or yielding.
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Chapter 20: Mobile Technology
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Sample Questions
Q1) Which of the following is not a component of a RFID architecture?
A) Tag
B) Reader
C) Store
D) Computer network
Q2) A ___________ combines the functions of a cellular phone and a PDA in a single device.
Q3) A smartphone combines the functions of a cellular phone and a PDA in a single device.
A)True
B)False
Q4) The Global Positioning System (GPS) is a constellation of 24 well-spaced satellites that orbit the Earth and make it possible for people with ground receivers to pinpoint their geographic location.
A)True
B)False
Q5) Radio frequency identification tags have the potential to reinvent the ___________ chain.
Q6) Explain how LBS, GPS, and GIS help to create business value.
Q7) Describe how satellite technology works.
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