SCM 300 ch 9 - 10 - 11 - 12 Exam Questions with Correct Answers
(Grade A+)
Question 1: process
Answer: a documented series of activities that when completed properly aim to effectively and efficiently
turn inputs into valuable products and services
Question 2: consistency
Answer: outputs, resources, utilization, equipment, technology, and training should be similar (3 benefits of
business processes)
Question 3: manage from afar
Answer: in organizations that use consistent business processes across locations, executives can identify
strengths and weaknesses via analytics from each facility. Resources, outputs, service times etc. can be
compared across the org. (3 benefits of business processes)
Question 4: ability to grow
Answer: documented corporate business processes allow the org to more easily open a new location. Good
processes allow for almost immediate replication in different locations (3 benefits of business processes)
Question 5: intentions
Answer: GOOD ___________ processes are more often executed and managed by people with intent of
satisfying a customer. (3 characteristics of a good process)
Question 6: reproductible
Answer: ___________ RESULTS part of the value of business processes is knowing the results are
somewhat predictable (3 characteristics of a good process)
Question 7: manageable
Answer: MEASURABLE AND ________ RESULTS customers expect excellent and consistent results
from the business process. Managers need to consider how output will be measured, interpreted, and
improved
Page 1
, Question 8: market evolution
Answer: "Used to be Good" A competitor or new company may have developed a new process or better
technology, raising the expectations for all customers. (Common Reasons Business Processes Fail)
Question 9: best employees leave
Answer: "Used to be good" Good people leave the company and their replacements may not be as skilled or
capable to keep the processes running. (Common Reasons Business Processes Fail)
Question 10: increase in demand
Answer: "Used to be Good" As a company grows, it may not be able to keep up with the growing customer
base and expectations to give the same level or care. The current process is not equipped for new demand.
(Common Reasons Business Processes Fail)
Question 11: ambiguity
Answer: "was never good" process designers might not understand the customer, or they may have
incorrectly assumed the process goals. (Common Reasons Business Processes Fail)
Question 12: misalignment
Answer: "was never good" goals are understood but poor process design may have resulted in a process that
is not working to achieve those goals (Common Reasons Business Processes Fail)
Question 13: miscommunication
Answer: "Was never good" company designs a good process, but the process managers and/or process
employees fail to follow directions because weren't trained or believe they have better methods (Common
Reasons Business Processes Fail)
Question 14: cow path
Answer: ____ ______ THEORY once a process works, people may be afraid to change it, even if it would
be more efficient
Question 15: project
Answer: something done one single time, unique
Page 2
(Grade A+)
Question 1: process
Answer: a documented series of activities that when completed properly aim to effectively and efficiently
turn inputs into valuable products and services
Question 2: consistency
Answer: outputs, resources, utilization, equipment, technology, and training should be similar (3 benefits of
business processes)
Question 3: manage from afar
Answer: in organizations that use consistent business processes across locations, executives can identify
strengths and weaknesses via analytics from each facility. Resources, outputs, service times etc. can be
compared across the org. (3 benefits of business processes)
Question 4: ability to grow
Answer: documented corporate business processes allow the org to more easily open a new location. Good
processes allow for almost immediate replication in different locations (3 benefits of business processes)
Question 5: intentions
Answer: GOOD ___________ processes are more often executed and managed by people with intent of
satisfying a customer. (3 characteristics of a good process)
Question 6: reproductible
Answer: ___________ RESULTS part of the value of business processes is knowing the results are
somewhat predictable (3 characteristics of a good process)
Question 7: manageable
Answer: MEASURABLE AND ________ RESULTS customers expect excellent and consistent results
from the business process. Managers need to consider how output will be measured, interpreted, and
improved
Page 1
, Question 8: market evolution
Answer: "Used to be Good" A competitor or new company may have developed a new process or better
technology, raising the expectations for all customers. (Common Reasons Business Processes Fail)
Question 9: best employees leave
Answer: "Used to be good" Good people leave the company and their replacements may not be as skilled or
capable to keep the processes running. (Common Reasons Business Processes Fail)
Question 10: increase in demand
Answer: "Used to be Good" As a company grows, it may not be able to keep up with the growing customer
base and expectations to give the same level or care. The current process is not equipped for new demand.
(Common Reasons Business Processes Fail)
Question 11: ambiguity
Answer: "was never good" process designers might not understand the customer, or they may have
incorrectly assumed the process goals. (Common Reasons Business Processes Fail)
Question 12: misalignment
Answer: "was never good" goals are understood but poor process design may have resulted in a process that
is not working to achieve those goals (Common Reasons Business Processes Fail)
Question 13: miscommunication
Answer: "Was never good" company designs a good process, but the process managers and/or process
employees fail to follow directions because weren't trained or believe they have better methods (Common
Reasons Business Processes Fail)
Question 14: cow path
Answer: ____ ______ THEORY once a process works, people may be afraid to change it, even if it would
be more efficient
Question 15: project
Answer: something done one single time, unique
Page 2
