Process Management

Question 1

An iterative questioning process that involves asking why repeatedly to uncover the root cause of an issue.

Answer 1

5-whys analysis

Question 2

Manage recruiting and hiring processes.

Answer 2

Applicant Tracking System (ATS)

Question 3

A systematic approach to implementing change successfully across an organization.

Answer 3

Change management

Question 4

A measurement comparing the value of the total costs and the estimated benefits or opportunities associated with an initiative or decision.

Answer 4

Cost-benefit analysis

Question 5

A tool that displays real-time or near real-time information and is used to monitor and improves processes.

Answer 5

Dashboard

Question 6

A data-driven cycle for problem solving that includes five phases: define, measure, analyze, improve, and control.

Answer 6

DMAIC

Question 7

A technology that allows employees to complete HR and other administrative tasks on their own.

Answer 7

Employee Self Service (ESS)

Question 8

A root cause analysis tool used to brainstorm and categorize potential causes of a problem.

Answer 8

Fishbone diagram

Question 9

Software used to maintain a centralized repository of people-related data and conduct HC processes.

Answer 9

Human resources information system (HRIS)

Question 10

The amount of resources put into a process, or the preconditions necessary for the transformation process.

Answer 10

Input measures

Question 11

Quantifiable measures that show the extent to which an organization is meeting its high-priority goals.

Answer 11

Key performance indicators (KPIs)

Question 12

The process of systematically gathering, creating, managing, and sharing organizational knowledge to make it accessible and usable.

Answer 12

Knowledge management

Question 13

Measures performance after a process outcome starts to follow trend.

Answer 13

Lagging indicator

Question 14

Measures performance before a process outcome starts to follow a trend.

Answer 14

Leading indicator

Question 15

A methodology of continuous improvement focused on minimizing waste and variation.

Answer 15

Lean Six Sigma

Question 16

Data on changes or benefits to the customer. Shows what the outputs of a process accomplish.

Answer 16

Outcome measures

Question 17

Data on the number of products or services produced/delivered by a process.

Answer 17

Output measures

Question 18

Clear, focused statement that serves as the starting point for a root cause analysis.

Answer 18

Problem statement

Question 19

A defined sequence of repeatable actions intended to produce a desired outcome.

Answer 19

Process

Question 20

A representation of how a process functions at a specific time. They can be drawn to represent either the current state or a desired future state. Tools used include SIPOC(or COPIS), flow charts, RACI diagrams, and swim lane diagrams. These can be used individually or in combination to assess and improve processes.

Answer 20

Process Map

Question 21

Data on how services are provided, or products are created.

Answer 21

Process measures

Question 22

The extent to which a data collection procedure yields consistent results on repeated trials. Also referred to as precision.

Answer 22

Reliability

Question 23

A measure of the performance or profitability of an investment, as measured by the formula:(benefits –costs) / costs.

Answer 23

Return on investment

Question 24

Tools used to uncover the main causes of an issue. It typically focuses on six “Ms”: machine, man, material, measurement, method, and mother nature. Analysis tools include the fishbone diagram and the 5 whys process.

Answer 24

Root cause analysis

Question 25

A tool that is updated quarterly or annually and displays high-level metrics that are linked to strategic goals.

Answer 25

Scorecard

Question 26

A tool that provides a high-level view of the key elements of a process. Stands for Customers, Outputs, Process, Inputs, and Suppliers.

Answer 26

SIPOC or COPIS

Question 27

Process map that distinguishes which employee or workgroup has responsibility for each step of the process. It can be organized horizontally or vertically.

Answer 27

Swim lane diagram

Question 28

The extent to which a data collection procedure measures what it is supposed to measure. Also referred to as accuracy.

Answer 28

Validity

Question 29

Identifying and eliminating this improves the output, reliability, and quality of processes. The eight types are defects, overproduction, waiting, neglected talent, transportation, inventory, motion, and excess processing.

Answer 29

Waste

Question 30

Guidelines that provide a shared, international standard for web content accessibility. It is based on four guiding principles of accessibility—perceivable, operable, understandable, and robust (POUR).

Answer 30

Web Content Accessibility Guidelines (WCAG)

Question 31

Simple way to assign people to balance roles and responsibilities. Stands for Responsible, Accountable, Consulted, Informed

Answer 31

RACI

Question 32

Helps measure employee satisfaction and loyalty within an organization.

Answer 32

Employee net Promoter Score