Operational Process Reengineering Flashcards
7 cards from real CPM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Operational Process Reengineering flashcards as text
Which BPR principle suggests that work should be performed where it makes the most sense, regardless of traditional organizational boundaries?
Answer: Work performed at its best location
Hammer & Champy's BPR principles include performing work where it logically fits, even if that crosses traditional departmental lines.
In process reengineering, what does 'triage' of incoming work accomplish?
Answer: It routes cases to different process paths based on complexity
Triage separates simple from complex cases so each follows an appropriately designed process path, improving throughput.
What is 'process fragmentation,' and why is it a target in BPR?
Answer: Dividing work across too many handoffs, creating delays and errors
Process fragmentation refers to excessive handoffs and specialization that slow work and introduce errors, making it a key inefficiency BPR aims to eliminate.
Which approach is most effective when reengineering processes in a highly regulated industry?
Answer: Incorporate regulatory requirements as fixed constraints in the redesign
Regulatory requirements must be embedded as non-negotiable constraints during redesign to ensure the reengineered process remains compliant.
A company reduces its order fulfillment steps from 14 to 6 after BPR. This is an example of:
Answer: Process simplification
Reducing the number of steps by eliminating non-value-added activities is a core outcome of process simplification in BPR.
Which technology was most transformative in enabling early BPR efforts in the 1990s?
Answer: Enterprise Resource Planning (ERP) systems
ERP systems in the 1990s enabled cross-functional data sharing and integration that made radical process redesign possible.
When reengineering a customer service process, which outcome best demonstrates radical improvement?
Answer: Resolving 80% of issues on the first contact instead of after multiple transfers
Dramatically increasing first-contact resolution represents a fundamental redesign of how issues are handled, not merely incremental tweaks.