A fundamental difference between developing processes that generate products vs. processes that deliver services is: a.The customer is almost always part to the process which delivers the servic b.Both (a) and (d) c.Services can be delivered via telephone a product cannot d.Service always happens above the line of visibility Which of the following business process components would increase tightness and dependence along the process chain? a.Duplicate processes b.Both (c) and (d) c.Dependent processes d.Interdependent processes
Select statement that is TRUE when considering ‘artistic’ processes a.Artistic processes have high level of abstraction (high level of tacit knowledge) b.Artistic processes are only developed in the service industry; c.Artistic processes are adequate in contexts of low variability and when customers value standardisation d.None of the above A major criticism to BPR is related to: a.The fact that it operates with a lack of constricting frameworks b.The fact that it demands thinking beyond organisational boundaries c.Overemphasis on the implementation of new technology d.Ideas are developed within existing frameworks to increase acceptance A cross-functional map is useful for: a.Identifying all the steps involved in a process b.Identifying process areas that should be audited c.Detailed/minute process task identification d.None of the above A “Key Driver” for the implementation of TQM is: a.Determining and fixing the cause of a problem in a business process b.The increasing level of global competition c.Continuous quality improvement d.Improved product quality to increase competitive advantage Select the statement that is UNTRUE. a.Core processes are the processes by which the company manufactures goods or deliver services to customers; b.Core processes should not be outsourced but kept in -house; c.Support processes generate direct value to customers; d. All of the above There is a set of quality management tools that are useful for improving business processes. Select the statement that is UNTRUE. a.Pareto diagrams are a useful tool for prioritising errors for root cause analysis b.Histograms are useful to orderly display large data sets; c.Control charts and SPC are useful to quantitatively evaluate the performance of an ongoing process; d.None of the above
