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| 1.
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What is a customer facing process? |
| | A) | A standardized set of activities that accomplish a specific task, such as processing a customer's order |
| | B) | Result in a product or service that is received by an organization's external customer |
| | C) | Invisible to the external customer but essential to the effective management of the business and include goal setting, day-to-day planning, performance feedback, rewards, and resource allocation |
| | D) | Attempts to understand and measure the current process, and make performance improvements accordingly. |
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| 2.
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Which of the following is not one of the important characteristics of business processes? |
| | A) | The processes have internal users |
| | B) | The processes have external users |
| | C) | The processes occur only within organizations |
| | D) | The processes occur across organizations |
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| 3.
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What attempts to understand and measure the current process, and make performance improvements accordingly? |
| | A) | Customer facing process |
| | B) | Business process reengineering |
| | C) | Continuous process improvement |
| | D) | Business process management |
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| 4.
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Which of the following represent the managerial approach to reengineering projects? |
| | A) | Define the scope, plan, evaluate, analyze, approve, execute |
| | B) | Define the scope, evaluate, analyze, plan, approve, execute |
| | C) | Define the scope, analyze, evaluate, plan approve, execute |
| | D) | Varies depending on the project |
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