Business Process Reengineering Flashcards
7 cards from real CPP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Business Process Reengineering flashcards as text
Which metric is most commonly used to measure the success of a BPR initiative focused on customer service?
Answer: Cycle time reduction and customer satisfaction improvement
BPR success in customer service is typically measured by how dramatically cycle times and customer satisfaction improve.
What is 'cascading authorization' in the context of BPR redesign?
Answer: Empowering workers at the point of action to make decisions previously reserved for management
BPR often shifts decision-making authority downward so frontline workers can act without escalating every decision.
In BPR, what does the term 'hybrid centralization' refer to?
Answer: Using technology to gain benefits of both centralization and decentralization simultaneously
Hybrid centralization uses IT to capture central efficiencies while maintaining local flexibility, a key BPR design pattern.
Which of the following represents a 'non-value-added activity' that BPR typically targets for elimination?
Answer: Redundant approval steps that do not reduce risk
Redundant approvals that provide no actual risk reduction are classic non-value-added activities eliminated in BPR.
What is the purpose of a 'process performance baseline' established before BPR?
Answer: To provide a reference point for measuring improvement after reengineering
A baseline captures current performance metrics so post-reengineering gains can be objectively quantified.
Which of the following is a characteristic of a 'process-centric organization' after BPR implementation?
Answer: Organizational structure organized around end-to-end processes rather than functions
BPR often leads to restructuring around processes rather than functions, eliminating silos that fragment work.
Which challenge is unique to BPR compared to other process improvement methodologies?
Answer: Managing the psychological and cultural impact of radical organizational disruption
BPR's radical scope creates significant psychological and cultural disruption that requires specialized change management not needed in incremental approaches.