CPM Operational Process Reengineering 4

Question 1

What distinguishes Business Process Reengineering (BPR) from Total Quality Management (TQM)?

Accepted Answer

BPR focuses on radical redesign; TQM focuses on continuous incremental improvement

Answer

BPR seeks dramatic, one-time redesign of processes, while TQM emphasizes ongoing, gradual improvements to existing processes.

Question 2

Which of the following is a critical success factor for BPR implementation?

Accepted Answer

Strong and visible senior leadership support

Answer

Senior leadership commitment is consistently identified as the most critical factor in successful BPR projects, as it provides resources and overcomes resistance.

Question 3

In the context of BPR, what is meant by 'empowering workers'?

Accepted Answer

Giving frontline employees authority to make decisions previously reserved for managers

Answer

BPR often pushes decision-making authority to frontline workers so they can resolve issues without escalation, reducing cycle time.

Question 4

A process reengineering team discovers that 60% of customer complaints stem from a single handoff point. What should they do first?

Accepted Answer

Redesign the process to eliminate or streamline that handoff

Answer

Identifying a root-cause handoff as the source of most complaints points directly to a process redesign opportunity, not a staffing solution.

Question 5

What is 'scope creep' in a BPR project and why is it problematic?

Accepted Answer

Gradually expanding the project beyond its original boundaries, consuming resources and delaying delivery

Answer

Scope creep occurs when additional processes or requirements are added during the project, which strains budgets and timelines and can derail the effort.

(CPM) Certified Professional Manager Practice Test

(CPM) Certified Professional Manager Practice Test

CPM Operational Process Reengineering 4