LOMA 335 CHAPTR 11 EXAM
QUESTIONS WITH CORRECT
DETAILED ANSWERS
working process owner - Answer-In process management the person accountable for
fulfilling the functions of planning, organizing, directing and controlling processes in
support of successful process completion. A working process owner is responsible for
the successful performance of the process. [11]
time-and-motion study - Answer-an exercise in which a process analyst views a team
member who is performing a process and uses a stopwatch to record the times the
person requires for specific actions or movements employed in the job activity. Also
known as stopwatch study. [11]
handoff - Answer-particularly in processes a transfer of work from one person to another
typically across organizational boundaries. [11]
mistake-proofing - Answer-In business process management, the design activity for
addressing the potential for errors, accidents, flaws, mistakes, and other outcomes of
human fallibility. [11]
control point - Answer-For a process, a measurable outcome that is susceptible to
repeated measurement while the process is ongoing. [11]
rules engine - Answer-A software-based repository of key business process rules that
can be consistently applied in specified circumstances to produce the desired results.
[11]
document management system - Answer-An electronic system designed to manage
electronic documents by centralizing and organizing document storage, controlling
access to documents, automating routines for archiving and ensuring regulatory
compliance with records retention requirements and privacy requirements. [11]
straight through processing (STP) - Answer-A fully automated application of technology
in which all steps in a specified type of transaction process can be conducted without a
need for human intervention, subject to legal and regulatory restrictions. [11]
stoplight indicators - Answer-In a balanced scorecard, red, green, amber and blue
colored symbols that indicate how a company's actual performance compares with its
performance standards. [11]
, queuing management systems - Answer-Electronic software systems used to model
and analyze work processes affected by waiting lines, and then to establish appropriate
rules for automatically routing service objects to service destinations. [11]
universal queuing management system - Answer-a single technology system used for
automatically routing all incoming customer request and information, regardless of the
communication format, to appropriate service destinations. [11]
key process - Answer-One of several operational processes which has been identified
by company executives as being critical to meeting customers' needs, achieving or
maintaining the company's competitive position, or implementing the corporate plan.
[11]
balanced scorecard approach - Answer-A conceptual framework used to communicate
a strategic overview of the alignment between operational results and the corporate
mission and strategy. Scorecards give decision makers actionable information about
how operations are progressing toward goal achievement. [11]
balanced scorecard - Answer-A graphical display of a set of performance indicators
which links measures of company activities to broad performance outcomes. A
balanced scorecard displays performance results over a specified time period - not at a
single point in time.
key performance indicators (KPI) - Answer-A measure of a key operational outcome
reported to the company's executive-level managers as an essential indication of the
company's performance relative to a strategic goal. [11]
kaizen - Answer-In business, a gradual and continuous approach to business process
improvement using feedback from the workers who use the processes. historically, a
Japanese way-of-life philosophy which holds that every aspect of a life should
continually undergo improvement. [11]
benchmark - Answer-Generally, a measured and marked point for which the value is
known to a high degree of accuracy. In business performance measurement, a
performance standard that a company aspires to achieve, perhaps because it
represents a high standard that another company was able to achieve. Industry
benchmarks are results achieved by other companies in the same industry; universal
benchmarks are results achieved by another company performing the same process,
regardless of industry. [11]
benchmarking - Answer-A formal program for identifying and emulating best practices
for company processes. A benchmark serves as a best practice standard. [11]
Six Sigma - Answer-A formal process improvement program for operations. [11]
QUESTIONS WITH CORRECT
DETAILED ANSWERS
working process owner - Answer-In process management the person accountable for
fulfilling the functions of planning, organizing, directing and controlling processes in
support of successful process completion. A working process owner is responsible for
the successful performance of the process. [11]
time-and-motion study - Answer-an exercise in which a process analyst views a team
member who is performing a process and uses a stopwatch to record the times the
person requires for specific actions or movements employed in the job activity. Also
known as stopwatch study. [11]
handoff - Answer-particularly in processes a transfer of work from one person to another
typically across organizational boundaries. [11]
mistake-proofing - Answer-In business process management, the design activity for
addressing the potential for errors, accidents, flaws, mistakes, and other outcomes of
human fallibility. [11]
control point - Answer-For a process, a measurable outcome that is susceptible to
repeated measurement while the process is ongoing. [11]
rules engine - Answer-A software-based repository of key business process rules that
can be consistently applied in specified circumstances to produce the desired results.
[11]
document management system - Answer-An electronic system designed to manage
electronic documents by centralizing and organizing document storage, controlling
access to documents, automating routines for archiving and ensuring regulatory
compliance with records retention requirements and privacy requirements. [11]
straight through processing (STP) - Answer-A fully automated application of technology
in which all steps in a specified type of transaction process can be conducted without a
need for human intervention, subject to legal and regulatory restrictions. [11]
stoplight indicators - Answer-In a balanced scorecard, red, green, amber and blue
colored symbols that indicate how a company's actual performance compares with its
performance standards. [11]
, queuing management systems - Answer-Electronic software systems used to model
and analyze work processes affected by waiting lines, and then to establish appropriate
rules for automatically routing service objects to service destinations. [11]
universal queuing management system - Answer-a single technology system used for
automatically routing all incoming customer request and information, regardless of the
communication format, to appropriate service destinations. [11]
key process - Answer-One of several operational processes which has been identified
by company executives as being critical to meeting customers' needs, achieving or
maintaining the company's competitive position, or implementing the corporate plan.
[11]
balanced scorecard approach - Answer-A conceptual framework used to communicate
a strategic overview of the alignment between operational results and the corporate
mission and strategy. Scorecards give decision makers actionable information about
how operations are progressing toward goal achievement. [11]
balanced scorecard - Answer-A graphical display of a set of performance indicators
which links measures of company activities to broad performance outcomes. A
balanced scorecard displays performance results over a specified time period - not at a
single point in time.
key performance indicators (KPI) - Answer-A measure of a key operational outcome
reported to the company's executive-level managers as an essential indication of the
company's performance relative to a strategic goal. [11]
kaizen - Answer-In business, a gradual and continuous approach to business process
improvement using feedback from the workers who use the processes. historically, a
Japanese way-of-life philosophy which holds that every aspect of a life should
continually undergo improvement. [11]
benchmark - Answer-Generally, a measured and marked point for which the value is
known to a high degree of accuracy. In business performance measurement, a
performance standard that a company aspires to achieve, perhaps because it
represents a high standard that another company was able to achieve. Industry
benchmarks are results achieved by other companies in the same industry; universal
benchmarks are results achieved by another company performing the same process,
regardless of industry. [11]
benchmarking - Answer-A formal program for identifying and emulating best practices
for company processes. A benchmark serves as a best practice standard. [11]
Six Sigma - Answer-A formal process improvement program for operations. [11]
