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Introduction to BPM
Q1) Which of the following is NOT a task?
A. Check insurance policy details B. Insurance policy does not cover the damage (Correct) C. Calculate settlement amount D. Determine if customer is liable for damage Explanation:"Insurance policy does not cover the damage" is not a task. It is a condition that may hold true or false and is likely to be part of a decision point in an insurance claims handling process.
Q2) Which of the following is NOT an event?
A. Purchase order received B. Claim withdrawn by customer Claim withdrawn by customer C. Notify settlement decision to customer (Correct) D. Payment delay expired Explanation:"Notify settlement decision to customer" is a task. One can see this because the label starts with a verb in active form ("to notify"). Someone has to contact the customer to notify the customer.
Q3) Which of the following statements refer to a critical (core) process of a company?
A. Human resource management B. Accounts payable C. Order-to-cash (Correct) D. Customer relationship management Explanation:Order-to-cash is a process that is found in virtually every private organization. Human resource management and Customer relationship management are "function" that an organization needs to have. In any reasonably large company, there will be managers and workers specialized in these functions. These managers are workers will be involved in several processes, like for example recruiment processes, complaint-to-resolution processes, etc. Accounts payable is also a function (typically performed by a dedicated team or a department) which consists mainly in producing invoices and collecting payments. The accounts payable department is typically for the final part of the order-to-cash process.
Q4) A water utility company provides drinking water to residents and businesses in a
city of one million inhabitants, as well wastewater treatment services to the city
council. Which processes are likely to be core processes of this company.
A. Bill-to-cash^ (Missed)^ (Correct)
B. Procure-to-pay
C. Issue-to-resolution (Missed) (Correct)
D. Infrastructure inspection (Missed) (Correct)
E. Debt^ collection
Explanation:The bill-to-cash process is likely to be a core process in a water utility company because it is the process that ultimately assures the cash flow of the company. Issue-to- resolution is also critical (core) since issues with water supply are very critical for the company's customers - not handling them in a timely and effective manner is likely to generate bad reputation for the company and possibly also formal complaints and court cases that may be costly to the company. Infrastructure inspection is critical to a water company since infrastructure is the core asset of the organization, and poorly maintained infrastructure results in customer issues and complaints. Procure-to-pay is clearly not core. Debt collection is to some extent important, especially if a large number of customers are defaulting with their payment. But debt collection can in some cases be outsourced to a debt collection agency, or isolated from the rest of the company in such a way that it does not interfere with the core processes. Q5) (^) The measurement-to-cash process of an electricity company is the process that starts when the electricity meter of a customer is read at the end of a month and ends (successfully) when the customer pays the electricity bill for that month. In this process, which of the following performance measures are directly related to costs?
A. Average^ electricity^ consumption^ per^ customer
B. Cycle time (Missed) (Correct)
C. Percentage^ of^ under-billing^ errors^ (Missed)^ (Correct)
D. Percentage^ of^ over-billing^ errors^ (Missed)^ (Correct)
E. Price per kilowatt-hour (KWh)
Explanation:Cycle time leads to costs since if cash is not collected promptly the company loses in interest rates payment. Billing errors cause costs, obviously in the case of under-billing errors, but also in the case of over-billing errors since these latter would typically entail customer complaints which then entail costs to be resolved. Q6) (^) In a process-oriented organization, who is directly accountable for poor performance of a process? A. The process participants B. The executive management team C. The process owner (Correct) D. The process analyst E. The BPM group Explanation:First of all, that all of the above actors are concerned by poor performance of a process (in the case of process participants at least for those processes they participate in). However, the process participants are not directly accountable for poor process performance. They share responsibility for the process, but are not ultimately answerable for poor performance of the whole process. The executive management team is responsible for overseeing the entire organization, including all its processes, but not directly accountable for poor performance of a process. This accountability is delegated to a manager as close as possible to the process, which is the process owner. Process analysts and the BPM group support the process owner(s) in their work, but are not directly accountable for poor process performance.
B. Case type dimension
C. Feasibility to change^ (Missed)^ (Correct)
D. Dysfunctional^ performance (Missed)^ (Correct)
E. Completeness
Explanation:In a process improvement initiative, emphasis is generally placed on processes that are important to the company, dysfunctional and such that changing it is feasible given the current situation of the company and its constraints. Q5) (^) Which of the following statement(s) is true about a case/function matrix?
A. It can be split up into multiple matrices for the purpose of improving readability (Missed) (Correct)
B. It^ has^ the^ different^ case^ types^ as^ columns^ and^ the^ different^ functions^ as^ rows^ (Missed)^ (Correct)
C. Each^ of^ its^ cells^ represents^ a^ process^ architecture
D. It can evolve into a process landscape model (Missed) (Correct)
E. It is only useful when analyzing core processes
Explanation:Each cell in a case/function matrix represents a step. The case/function matrix can be used to analyze any type of process, not only core processes. Q6) (^) Which of the following statements is true about a process map?
A. It provides insight into the various steps that are taken within a process (Missed) (Correct)
B. It shows which steps are alternatives of each other
C. It^ describes^ the^ data^ that^ is^ being^ processed^ in^ a^ process
D. It shows the organizational units that are involved in a process (Missed) (Correct)
E. It specifies which participants are involved in a process
Essential Process Modeling
Q 1 ) If a task has two output arcs (also called flows), it is the same as if the task was
followed by an:
A. XOR-split B. XOR-join C. AND-split (Correct) D. AND-join E. OR-split F. OR-join
Q2) If a task has two input arcs, it is the same as if the task was preceded by an:
A. XOR-split B. XOR-join (Correct) C. AND-split D. AND-join E. OR-split F. OR-join
Q3) Which type of gateway moves each token it receives in one of its input arcs to its
output arc?
A. XOR-split B. XOR-join (Correct) C. AND-split D. AND-join E. OR-split F. OR-join Explanation:The XOR-join is a "dumb" type of gateway that simply takes every token it receives from any of its input arc(s) and passes it through to the output arc. So if an XOR-join has two input arcs and it receives one token from each of them, it will produce two tokens in its output arc.
Q4) The following BPMN diagram contains an incorrect gateway. Which one?
A. The XOR gateway following task D B. The AND gateway preceding task F (Correct) C. The XOR gateway following task F D. The AND gateway following task A Explanation:The AND-join preceding task F should be an OR-join
Q5) The following BPMN diagram contains two incorrect gateways. Which ones?
A. The^ XOR^ gateway^ after^ task^ "Store^ and^ print^ notice"
B. The XOR gateway preceding task "Hand out cards" (Missed) (Correct)
C. The AND gateway preceding event "Wednesday morning 2"
Advanced Process Modeling
Q1) Which of the following are possible reasons for decomposing a process model into
sub-process models?
A. When^ the^ process^ model^ is^ getting^ too^ large^ to^ understand^ and^ maintain^ (Missed)^ (Correct)
B. When two events of the same type cannot be linked by a sequence flow
C. When^ there^ are^ too^ many crossing^ arcs^ in^ the^ model
D. When we want to avoid redundancies between multiple process models that share common parts
(Missed) (Correct)
E. When there are too many end events in a process model and we wish to reduce their number
Explanation:A sub-process is an effective way to reduce the size of a process model. So when the model is getting too large, we can identify fragments of the model that can be "hidden" inside a sub-process. Another reason for using sub-processes is when there are fragments shared between different process models. In this case, by modeling them only once as sub-processes, we can avoid redundancies. Sub-processes do not impact on crossing arcs, since they encapsulate fragments with a single entry and a single exit. Also, the use of sub-processes does not reduce the number of end events in a model.
Q2) What is wrong with this collaboration diagram?
A. This^ collaboration^ can^ be^ fixed^ by^ replacing^ the^ XOR-split^ with^ an^ event-based^ gateway
B. The XOR-join needs to be replaced by an OR-join
C. The intermediate message flow in the Auctioning Service pool should be replaced by a receive
task
D. This^ collaboration^ may^ deadlock^ if^ the^ seller^ is^ already^ registered^ (Missed)^ (Correct)
E. An^ internal^ decision^ in^ one^ party^ must^ be^ matched^ by^ an^ XOR-join^ in^ the^ other^ party
Explanation:This collaboration may deadlock if the seller is already registered, as this party will wait for the account creation request message which in that case will never arrive. To fix this issue, we need to allow the seller to receive the creation confirmation message straightaway in case the seller is already registered. This can be done through an event-based gateway on the Seller pool.
Q3) Which of the following modeling elements can immediately follow an event-based
gateway?
A. Any intermediate catching event (Missed) (Correct)
B. Any start message event
C. Any^ timer^ event
D. Any receive task^ (Missed)^ (Correct)
E. Any send task
Explanation:B is incorrect: an event-based gateway cannot be followed by a start event. C is incorrect because it implies that an event-based gateway can be followed by a start timer event, but an event-based gateway cannot be followed by a start event. E is incorrect as an event-based gateway can only be followed by a task, if the task is a receive task.
Q4) (^) Which of the following events can be used as a boundary event?
A. An^ end^ error^ event
B. An intermediate timer event (Missed) (Correct)
C. An end timer event
D. An^ intermediate^ error^ event^ (Missed)^ (Correct)
E. An intermediate message event (Missed) (Correct)
Explanation:Boundary events should be intermediate events (not end events).
Q5) Consider the following model. Which of the following statements is true?
A. If a cancelation request is received after raw materials have been acquired, the request is not
considered (Missed) (Correct)
B. An order may be cancelled either if a cancelation request is made by the customer, or if materials
are unavailable (Missed) (Correct)
C. Task^ "Purchase^ raw^ materials^ from^ Supplier"^ is^ always^ executed
D. An order may still be canceled even if a customer sends a "Stop cancelation request" (Missed)
(Correct)
E. The interruption of the raw materials acquisition sub-process may be triggered from within the
process, but outside the activity itself (Missed) (Correct) Explanation:Task "Purchase raw materials" is not executed if materials are not available. An order may still be canceled if the "Stop cancelation request" is sent after 48 hours since the notification of the penalty to the customer. The interruption of sub-process "Acquire raw materials" can be trieggered in two ways: internally (via the error event), and externally (via the signal event). Q6) (^) Which of the following stateements are true about a choreography activity?
A. A choreography activity represents an interaction between two parties (Missed) (Correct)
B. A choreography activity can be one-way or two-way (Missed) (Correct)
C. A^ choreography^ activity^ captures^ a^ unit^ of^ work
D. A choreography activity can only follow another activity if the former involves the initiation of the
latter activity (Missed) (Correct)
E. A^ choreography^ activity^ may^ involve^ more^ than^ two^ parties^ (Missed)^ (Correct)
Explanation:A choreography activity represents an interaction between two parties. A precedence relation between two interactions can only be established if the initiator of the second interaction is involved in the preceding interaction. A choreography activity may involve more than two parties in the case of a sub-choreography activity.
D. The skills of the process participants
Explanation:The modeling of a process focuses on what is happening in the course of process execution. Therefore, the boundaries are of utmost importance as much as the handovers. Sentiments and skills are important aspects when it comes to process analysis, but not for sketching out a process model. Q6) (^) Process modeling guidelines aim to contribute to which goals?
A. Making the models uniform (Missed) (Correct)
B. Making^ it^ easier^ to compare^ models^ (Missed)^ (Correct)
C. Helping^ a^ reader^ to^ understand^ the^ model^ quickly^ (Missed)^ (Correct)
D. Making process modeling more sophisticated
Explanation:Process modeling guidelines aim to help in getting better results from modeling. Therefore, they help to improve model aesthetics, uniformity and comparability, such that a reader can grasp the meaning more easily. Typically, the set of a notation is restricted such that the guidelines prevent modeling from becoming overly sophisticated.
Qualitative Process Analysis New
Q 1 ) A purchase-to-pay process starts when an employee (the “originator”), fills in a
purchase requisition and attaches one or several quotes. The purchase requisition
goes through two approvals: a “conformance approval” by a purchasing officer
and a financial approval by the owner of the financial account from which the
purchase is made. Which of the following items is/are over-production waste(s)?
A. The^ account^ owner^ accepts^ the^ purchase^ requisition^ but^ the^ purchasing^ officer^ rejects^ it
B. The purchasing officer accepts the purchase requisition but the account owner rejects it
C. Both^ the^ account^ owner^ and^ the^ purchasing^ officer^ reject^ the^ purchase^ requisition
D. Both the account owner and the purchasing officer accept the purchase requisition but the
originator later cancels the purchase
E. 30% of purchase requisitions are rejected either by the account owner or by the purchasing
officer and are not re-submitted (i.e. the purchase requisition is withdrawn) (Missed) (Correct)
F. The supervisor sends back the purchase requisition to the originator due to an error in the
selection of suppliers
Q2) In the context of an order-to-cash process, which of the following is/are likely to be
business-value-adding step(s)?
A. Check availability of products in stock (Missed) (Correct)
B. Match^ payment^ with^ invoice^ (Missed)^ (Correct)
C. Remind^ customer^ that^ payment^ is^ overdue^ (Missed)^ (Correct)
D. Confirm delivery date with the customer
E. Handle^ returned^ merchandise^ due^ to^ internal^ mistake
Explanation:"Confirm delivery date with the customer" is value-adding (meaning customer-value- adding) rather than business value-adding. "Handle returned merchandise due to internal mistake" is non-value-adding; it is a form of rework. The first three activities in the list are business value-adding.
Q3) In a complaint-to-resolution process, which of the following is/are likely to be value-
adding steps?
A. Enter^ complaint^ details^ in^ the^ issue^ tracking^ system
B. Send e-mail to customer to acknowledge receipt of complaint (Missed) (Correct)
C. Investigate^ complain^ and^ devise^ possible^ resolution^ (Missed)^ (Correct)
D. Obtain^ approval^ from^ manager^ for^ proposed^ resolution
E. Discuss proposed resolution with customer (Missed) (Correct)
F. Apply approved resolution (Missed) (Correct)
Explanation:"Enter complaint details in the issue tracking system" is at best a business-value- adding step. The business needs to maintain and track information about complains. However, the customer does not care about those records - they care about their complaint being resolved. "Send acknowledgment e-mail" can be thought to be value-adding as it allows the customer to be reassured that their complain is being handled. Investigating, devising a resolution, discussing with the customer and applying the resolution are all value-adding - they are precisely what the customer wants to get done. "Obtain approval from manager for proposed resolution" is not value- adding, it is business-valued-adding. It allows the business to maintain internal controls and ensure that complains are resolved in a manner consistent with business goals.
Quantitative Process Analysis
Q1) Consider a business process for car repair in a garage. One of the tasks in the
process is "Diagnose engine failure" and it is consists in running different tests to
identify the cause of an engine failure. From interviews with the stakeholders, you
find out that the task is oftentimes relatively simple, and can be completed in less
than an hour or a bit more than an hour. It is not uncommon however that an
engine failure diagnosis takes between 2 and 4 hours and on occasions even a
full workday. The estimated mean execution time is one hour. In the absence of
further data, what type of probability distribution would you chose for this task
when simulating the corresponding process model?
A. Normal B. Exponential (Correct) C. Fixed-value D. Uniform Explanation:The distribution of cycle times for this task appears to have a long tail since generally it takes an hour or less but sometimes if can take even 8 hours. This is more characteristic of an exponential distribution than of a normal distribution. A fixed-value for the task duration cannot adequately reflect reality of course, and neither does a uniform distribution because larger durations are less frequent than smaller durations.
Q2) We consider the following process for handling claims for disability insurance at a
insurance company called InsureIT. When a claim is received, a junior claims
officer first enters the claim details into the insurance information system and
performs a basic checks. Data entry and the basic check usually take 10 minutes
in total. It is rare for the claim to be rejected at this stage (it only happens in 2% of
cases) and for the purpose of the questions below we can assume that claims are
never rejected at this stage. Next, the claim is moved to a senior claims officer
who performs an in-depth assessment of the reported disability and estimates the
monthly benefit entitlement (i.e. how much monthly compensation is the claimant
entitled to, and for what period of time). In the case of short-term disability
benefits, the senior claims handler can perform the benefit assessment without
requiring further documentation. In these cases, the benefit assessment takes 20
minutes. This time includes the time needed to register the entitlement on the
insurance information system (if applicable) and inform the customer of the
outcome via e-mail or postal mail. However, in the case of long-term disability
claims (more than three months), the senior claims handler requires a full medical
report in order to assess the benefit entitlements. The process for obtaining the
medical report is explained below. Once the senior claims handler has received
the medical report, they can assess the benefits in about one hour on average.
The senior claims handler then sends a response letter to the customer (by e-mail
and post) to notify the customer of their monthly entitlement and the conditions of
this entitlement (e.g. when will the entitlement be stopped or when is it due for
renewal). The entitlement is recorded in the insurance information system. About
80% of claims give rise to an entitlement. In case a claim gives rise to an
entitelement, a finance officer triggers the first entitlement payment manually and
schedules the monthly entitlement for subsequent months. The finance officer
takes on average 20 minutes to handle an entitlement. Finance officers handle payments in batches, once per working day. When a medical report is required, a junior claims handler contacts the customer (by phone or e-mail) to notify them that their claim is being assessed, and to ask the customer to send a signed form authorizing InsureIT to request medical reports from their health provider (hospital or clinic). This step takes 10 minutes of work to a junior claims handler. Once the authorization has been received, the junior claims handler sends (by post) a request for medical reports to the health provider together with the insurer's letter of authorization. The step of sending the request to the health provider takes about 10 minutes. Hospitals reply to InsureIT either by post or in some cases via e- mail. On average, it takes about 15 working days for InsureIT to obtain the medical reports from the health provider (including 4 working days required for the back-and-forth postal mail). This average however hides a lot of variance. Some health providers are very cooperative and respond within a couple of working days of receiving the request. Others however can take up to 30 working days to respond. As a result, the average time between a claim being lodged and a decision being made is 3 working days in the case of short-term disability claims,and 20 working days for long-term disability claims. The insurance company receives 2000 disability claims per year, out of which 20% are for short- term disability and 80% for long-term disability. Question: What is the (average) cycletime of the above process (including waiting time)? A. 3 days B. 16.6 days (Correct) C. 20 days D. 24.4 DAYS Explanation:20% of claims are for short-term disability and 80% for long-term disability. The average time between a claim being lodged and a decision being made is 3 working days in the case of short-term disability claims, and 20 working days for long-term disability claims. Thus average cycle time is 0.23 + 0.8 Q3) (^) Given the insurance claim scenario of the previous question, which of the following calculations corresponds to the theoretical cycle time? A. 10 + 0.820 + 0.2(10+10+60) + 0.8* B. 10 + 0.220 + 0.8(10+10+60) + 20 C. 10 + 0.220 + 0.8(10+10+60) + 0.820 (Correct) D. 10 + 0.220 + 0.8(10+10+60 + 0.820) Explanation:10 mins for basic initial check, in 20% of cases 20 minutes are spent in assessment and in 80% of cases 60 minutes (one hour) are spent in the assessment. In 80% of cases, 20 minutes are spent to schedule the payment of entitlements. Other activities in the process are either non-value-adding. Q4) (^) In the context of the insurance claims scenario above, which of the following statements is not needed when calculating cycle time efficiency? A. For short-term disability insurance, it takes 3 working days disability claims to complete the process B. 20% of claims are for short-term disability C. 80% of claims for long-term disability
Process Redesign
Q1) Which of the following is NOT a dimension of the Devil's Quadrangle?
A. Time B. Performance (Correct) C. Cost D. Quality E. Flexibility Explanation:This framework is based on the four performance dimensions discussed in Chapter 7, namely time, cost, quality and flexibility. Ideally, a business process redesign decreases the time required to handle a case, it lowers the required cost of executing the process, it improves the quality of the service delivered, and it increases the ability of the business process to deal with variation.
Q2) Which statement about process redesign methodologies is NOT correct?
A. Using the existing process as a starting point is the most popular approach
B. Historically,^ process^ redesign^ followed^ a^ clean^ slate^ approach
C. By taking the existing process as a starting point, it is much easier to get rid of the inefficiencies
that have crept into the process (Missed) (Correct)
D. The promise of starting from a blueprint is that it will give an up-to-date and standardized view on
how to carry out a business process Explanation:Historically, process redesign would follow a clean slate approach: the existing process would be completely abandoned and new ways of producing a particular product or service would be developed. It is for good reason that Michael Hammer, one of the gurus behind process redesign famously quipped: “Obliterate, don’t automate.” There are certain advantages to such an approach: It is much easier to get rid off the inefficiencies that have crept into the process by organic growth.
Q3) The case-based work heuristic is the following: "Consider removing batch-
processing and periodic activities from a business process". To what class of
redesign heuristics does this heuristic belong?
A. Organization Heuristics B. Information Heuristics C. Customer Heuristics D. Business Process Behavior Heuristics E. Business Process Operation Heuristics (Correct)
Q4) What is the name of the redesign heuristic that suggests checking the
completeness and correctness of incoming materials?
A. Empower B. Control addition (Correct)
C. Buffering D. Centralization E. Exception Q5) (^) Which of the following is/are part of a product data model?
A. Information^ elements^ (Missed)^ (Correct)
B. Leaf elements (Missed) (Correct)
C. A^ business^ process
D. Production rules (Missed) (Correct)
E. Performance characteristics
can be turned into a user task. Q5) (^) Which of the following elements of a conceptual process model can be directly interpreted by a BPMS?
A. Electronic data stores
B. Pools^ and^ lanes
C. Physical^ data^ objects^ and^ data^ stores
D. Manual tasks
E. Send tasks (Missed) (Correct)
Q6) (^) Which of the following is an execution property?
A. Loop^ conditions^ (Missed)^ (Correct)
B. Process variables (Missed) (Correct)
C. Task data inputs (Missed) (Correct)
D. Data^ associations^ (Missed)^ (Correct)
E. Lane names
Process Intelligence
Q 1 ) Which attributes are minimally required to be recorded in each event of an event
log, in order to make the log suitable for applying log-based process analysis
techniques?
A. A reference to a task (Missed) (Correct)
B. A^ reference^ to^ data^ elements^ produced^ by^ a^ task
C. A reference to a^ specific case^ (Missed)^ (Correct)
D. A reference to a point in time (Missed) (Correct)
Explanation:For many log-based process analysis techniques, it is a minimum requirement that each event in the log refer to (i) one case, (ii) one task, and (iii) a point in time.
Q2) Which concepts belong to the view of a process participant on an executing
process?
A. work^ item^ (Missed)^ (Correct)
B. work^ around
C. worklist (Missed) (Correct)
D. homework
Explanation:Each participant typically has a personal worklist that shows the set of work items that still need to be worked on.
Q3) What does the challenge of correlation refer to in the context of event log
extraction?
A. It refers to the problem of finding connections between rankings of data elements. B. It relates to the problem of ordering the events on the time axis. C. It refers to the problem of identifying the case an event belongs to. (Correct) D. It refers to the problem of grouping events with high and low values.
Q4) Which of the following criteria are important for robust process discovery?
A. Fitness (Missed) (Correct)
B. Simplicity^ (Missed)^ (Correct)
C. Precision^ (Missed)^ (Correct)
D. Generalization (Missed) (Correct)
Explanation:All four criteria are important for robust process discovery.
Q5) What does separation of duties mean?
A. Two processes are not allowed to interact. B. Two tasks are not allowed to be executed by the same participant. (Correct) C. Two participants are not allowed to view the same data. D. Two data objects are not allowed to be used in the same process.
