ISOM 351 QUIZ 2 CORRECT 100%
Define processes - ANSWERA sequence of activities that consume resources to
transform inputs to outputs
Front room vs back room - ANSWERFront room - customer-facing, the interactions and
touchpoints where customers directly engage
Airline check in, security screening, in flight services
Back room - internal activities that support the business but the customer doesn't
directly engage with
Catering and provisioning aircraft, baggage loading, weather monitoring
Process Management - ANSWERthe art and science of analyzing, measuring and
optimizing business processes
1. Define strategic process metrics based on operations strategy
2. Conduct process analysis
3. Continually improve process performance
Relate process management to operations strategy - ANSWEROperations strategy (the
pattern of decisions about key activities, resources and partners that align the operating
model with customer expectations) is the basis for process management. Decisions
include: 1. Process management → decisions about key activities used to deliver value
+ how they will be managed & improved 2. Supply chain management → decisions
about key partners, the activities they will undertaken, and how they will be managed 3.
Analytics → decisions about key resources used to execute key activities + how they
will be managed
5 categories of strategic process metrics - ANSWERCost
Quality (conformance, high performance design)
Time: Delivery Speed, Delivery Reliability, product design speed
Flexibility: Customization, volume flexibility, product mix flexibility
Service: Tangibles, reliability, responsiveness, assurance, empathy
Define at least 2 specific strategic process metrics - ANSWERFlexibility
Volume flexibility: the ability of a process to support a wide range of volumes
Product mix flex: the ability of a process to support a wide range of product types
Quality
Conformance quality: how closely a product meets pre-determined specifications like
how long a service should take to complete
High performance design: processes that can support delivering things like the fastest
car, the most luxurious airplane cabin, a phone with the most storage
Explain customer-oriented metrics competitive priorities, including points of difference
and points of parity - ANSWER= brand promise
Define processes - ANSWERA sequence of activities that consume resources to
transform inputs to outputs
Front room vs back room - ANSWERFront room - customer-facing, the interactions and
touchpoints where customers directly engage
Airline check in, security screening, in flight services
Back room - internal activities that support the business but the customer doesn't
directly engage with
Catering and provisioning aircraft, baggage loading, weather monitoring
Process Management - ANSWERthe art and science of analyzing, measuring and
optimizing business processes
1. Define strategic process metrics based on operations strategy
2. Conduct process analysis
3. Continually improve process performance
Relate process management to operations strategy - ANSWEROperations strategy (the
pattern of decisions about key activities, resources and partners that align the operating
model with customer expectations) is the basis for process management. Decisions
include: 1. Process management → decisions about key activities used to deliver value
+ how they will be managed & improved 2. Supply chain management → decisions
about key partners, the activities they will undertaken, and how they will be managed 3.
Analytics → decisions about key resources used to execute key activities + how they
will be managed
5 categories of strategic process metrics - ANSWERCost
Quality (conformance, high performance design)
Time: Delivery Speed, Delivery Reliability, product design speed
Flexibility: Customization, volume flexibility, product mix flexibility
Service: Tangibles, reliability, responsiveness, assurance, empathy
Define at least 2 specific strategic process metrics - ANSWERFlexibility
Volume flexibility: the ability of a process to support a wide range of volumes
Product mix flex: the ability of a process to support a wide range of product types
Quality
Conformance quality: how closely a product meets pre-determined specifications like
how long a service should take to complete
High performance design: processes that can support delivering things like the fastest
car, the most luxurious airplane cabin, a phone with the most storage
Explain customer-oriented metrics competitive priorities, including points of difference
and points of parity - ANSWER= brand promise
