Improving Business services and Processes - Module 7

Question 1

What is the Business process hierarchy

Answer 1

Framework that defines the business processes of an enterprise in a hierarchy

Question 2

What is SIPOC ?

Answer 2

SIPOC shows the business process from start to end

Question 3

What does SIPOC

Answer 3

Supplier
Input
Processes
Outputs
Customers

Question 4

What is Value Chain Analysis

Answer 4

A means of evaluating each of the activities in a company’s value chain to understand where opportunities for improvement lie

Question 5

What are the supporting activities in the value chain activities

Answer 5

Firm infrastructure
Human resources management
Technology Development
Procurement

Question 6

What are the main activities of the value chain

Answer 6

Inbound Logistics
Operations
Outbound Logistics
Market and Sales
Services

Question 7

What is the Value Proposition

Answer 7

Defines an organisation product or service and demonstrates to customers that we understand and can satisfy their needs

Question 8

Value proposition is broken into three aspects, what are they ?

Answer 8

Provide or Service attributes

Customer relationship aspects

Image and reputation

Question 9

What models represent the Organisation/enterprise level processes ?

Answer 9

SIPOC

Value chain analysis

Value Propositions

Question 10

What are three levels

Answer 10

Organisation level

Event response

Task level

Question 11

What is a business event ?

Answer 11

A Business event is an occurrence that initiates the business process

Question 12

What is a business process model

Answer 12

A diagram showing the tasks that need to be carried out in response to a business event to achieve a specific goal

Question 13

What are the five components of a business process model ?

Answer 13

Task
Process flow
Decision points
Actors
Outcome

Question 14

What is UML ?

Answer 14

A series of diagrammatic techniques that are used to model business and IT systems

Question 15

At which level of the business hierarchy would a UML activity model be used

Answer 15

Event response level and Actor task level

Question 16

How can we improve the business process

Answer 16

Simplification
Redesign
Bottleneck removal
Change task sequence
Redefine boundary
Automate processing

Question 17

What is a Swim lane diagram

Answer 17

A technique used to model business processes

Business system response to a business event

Question 18

Business process model help us to discover issues in the ______ model

Answer 18

As is

Question 19

What is a handoff ?

Answer 19

Point within a swim lane diagram where a process passes from a task within one swim lane to a task in another swim lane

Question 20

Two categories where problems within the business process tend to fall

Answer 20

Lack of Customer focus

Lack of Organisation focus

Question 21

Why may handoffs cause an issue?

Answer 21

Loss of information

Communication failure

Development of bottlenecks

Question 22

When analysing tasks and procedures in the as is model, what should an analyst look out for ?

Answer 22

Duplicated work

Redundancy of tasks

Lack of standardisation

Inefficient work practices

Inappropriate measures

Question 23

What is a customer journey map ?

Answer 23

A representation of the way a customer interacts with an organisation

Question 24

What is a Value stream ?

Answer 24

The specific activities within a supply chain required to design, order and provide a specific product or service

Question 25

What does the Actor task level show ?

Answer 25

The work to be conducted within each individual task

Question 26

What are the Hard skills in 7’s

Answer 26

Strategy

Structure

System

Question 27

What are the soft skills in 7’s

Answer 27

Skills

Staff

Style