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1 9 Q u e s ti o n s

1.Which of the following is NOT a task?

Insurance policy does not cover the

2.Which of the following is NOT an event?

Notify settlement decision to customer

3.Which of the following statements refer to a critical (core) process of a company?

Order-to-cash

4. A water utility company provides drinking water to residents and businesses in a city of one million
inhabitants, as well wastewater treatment services to the city council. Which processes are likely to
be core processes of this company.

Infrastructure inspection

Issue-to-resolution

Bill-to-cash

5. The measurement-to-cash process of an electricity company is the process that starts when the
electricity meter of a customer is read at the end of a month and ends (successfully) when the
customer pays the electricity bill for that month. In this process, which of the following performance
measures are directly related to costs?

Percentage of under-billing errors

Percentage of over-billing errors

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Cycle time

6. In a process-oriented organization, who is directly accountable for poor performance of a process?

The process owner

7. The Porter model is very helpful for identifying competitive forces and suggesting generic strategies,
but:

It is not very specific about what exactly to do

It does not provide a methodology to follow for achieving competitive advantages

10. Which of the following is not one of The five Competitive Forces

Demand-side benefits of scale

11.The value chain model must be extended to apply it to e-commerce

Yes, it is necessary

12.What types of splits and joins can we model in a process?

XOR-join

OR-splits

AND-join

13. I use a pool when I need:

Represent a participant in a business process

14.Typed or untyped event?

Yes, I specify the type of an event when this is known

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15.Indicate which of these you would consider as process redesign initiatives:

A governmental agency notices that it is structurally late to respond to citizens’ queries. It decides to assign
a manager to oversee this particular process and mandates her to take appropriate counter actions

A clinic wants to introduce the one-stop-shop concept to improve over the situation that its patients need to
make separate appointments

16.Consider the following business processes and decide whether they are suitable for being redesigned.

Dealing with a customer complaint

Providing financial advice on composing a portfolio.

Designing a train station

17. Consider the following redesign acts: A new computer application is developed that speeds up the
calculation of the maximum loan amount that a given client can be offered. Which performance
measures are affected positively?

Time

18. Consider the following redesign acts: By the end of the year, temporary workers are hired and
assigned to picking items for fulfilling Christmas orders. Which performance measures are
affected positively?

Time

Quality

19. Which of the following is NOT a task?

Insurance policy does not cover the damage

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