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Flashcards in Chapter 1-A Deck (35)
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1
Q

The art and science of overseeing how work is performed in an organization to ensure consistent outcomes and to take advantage of improvement opportunities

A

Business Process Management (BPM)

2
Q

The term “improvement” may take different meanings depending on

A

The objectives of the organization

3
Q

BPM is not about improving the way individual activities are performed

A

Rather, it is about managing processes

4
Q

The chains of events, activities, and decisions that ultimately add value to the organization, and its customers

A

Processes

5
Q

Type of process performed by a vendor, which starts when a customer submits an order to purchase a product or a service and ends when the product or service in question has been delivered to the customer and the customer has made the corresponding payment

A

Order-to-cash process

6
Q

Type of process that typically precedes an order-to-cash process. It starts from the point when a supplier receives a Request for Quote (RFQ) from a customer and ends when the customer in question places a purchase order based on the received quote

A

Quote-to-order process

7
Q

The combination of a quote-to-order and the corresponding order-to-cash process

A

Quote-to-cash process

8
Q

Type of process that starts when someone in an organization determines that a given product or service needs to be purchased. It ends when the product or service has been delivered and paid for

A

Procure-to-pay process

9
Q

Type of process that starts when a customer raises a problem or issue, such as a complaint related to a defect in a product or an issue encountered when consuming a service

A

Issue-to-resolution process

10
Q

Variant of the issue-to-resolution process that can be found in insurance companies that have to deal with insurance claims

A

Claim-to-resolution process

11
Q

Type of process that starts when someone applies for a benefit or privilege and ends when the benefit or privilege in question is either granted or denied

A

Application-to-approval process

12
Q

What companies do whenever they deliver a service or a product to customers

A

Business processes

13
Q

The way process are designed and performed affects

A

The quality of the service that customers perceive

The efficiency with which services are delivered

14
Q

Correspond to things that happen atomically, which means they have no duration. Example: the arrival of a piece of equipment at a construction site

A

Events

15
Q

An event may trigger the execution of a series of activities that take time. Example: when a piece of equipment arrives, the site engineer inspects it

A

Activity

16
Q

When an activity is rather simple and can be seen as one single unit of work. Example: just checking that the equipment received corresponds to what was ordered

A

Task

17
Q

If the equipment inspection involves several checks; such as checking that the equipment fulfills the specification included in the purchase order, checking that the equipment is in working order, and checking the equipment comes with all the required accessories and safety devices

A

We will call it an activity instead of a task

18
Q

Points in time when a decision is made that affects the way the process is executed. Example: as a result of the inspection, the site engineer may decide that the equipment should be returned or that the equipment should be accepted. This decision affects what happens later in the process

A

Decision point

19
Q

Including human actors, organizations, or software systems acting on behalf of human actors or organizations

A

Actors

20
Q

Equipment, materials, products, paper documents

A

Physical objects

21
Q

Electronic documents and electronic records

A

Informational objects

22
Q

Those who operate inside the organization where the process is executed. These actors are also called process participants

A

Internal actors

23
Q

Those who operate outside the organization where the process is executed. These actors are also called business parties

A

External actors

24
Q

The execution of a process leads to

A

One or several outcomes

25
Q

Ideally, an outcome should deliver value to the actors involved in the process

A

Positive outcome

26
Q

When a value is not achieved or is partially achieved. Example: when a piece of equipment is returned, no value is gained, neither by the buyer or the supplier

A

Negative outcome

27
Q

Among the actors involved in a process, the one who consumes the output

A

Customer

28
Q

Example: the customer is the site engineer, since it is the site engineer who puts the rented equipment to use. It is also the site engineer who is dissatisfied if the outcome of the process is unsatisfactory (negative outcome) or if the execution of the process is delayed

A

The customer can be an employee of an organization (internal customer)

29
Q

Example: in a process for selling a house, there is a buyer, a seller, a real estate agent, one or multiple mortgage providers, and at least one notary. The outcome of the process is a sales transaction. This outcome provides value both to the buyer who gets the house and to the seller who monetizes the house. Therefore, both the buyer and the seller are customers in this process, while the remaining actors provide various services

A

Sometimes, there are multiple customers in the process

30
Q

Questions to describe a particular process

A

Who are the actors in this process?
Which actors can be considered as customers in this process?
What value does the process deliver to its customers?
What are the possible outcomes of this process?

31
Q

A collection of inter-related events, activities, and decision points that involve a number of actors and objects, which collectively lead to an outcome that is of value to at least one customer

A

Business process

32
Q

A body of methods, techniques, and tools to identify, discover, analyze, redesign, execute, and monitor business processes in order to optimize their performance

A

Business process management (BPM)

33
Q

The focal point of BPM

A

Business processes

34
Q

BPM involves

A

Different phases and activities in the lifecycle of business processes

35
Q

We can say that BPM inherits from the continuous improvement philosophy of TQM, embraces the principles and techniques of operations management, Lean and Six Sigma, and combines them with the capabilities offered by modern information technology

A

In order to optimally align business processes with the performance objectives of an organization