Business Process Performance Paper 6

1

Which of the following is not an appropriate time measure for use in process analysis?






2

An outside consultant has been hired by a manufacturing firm to evaluate each of the firm’s major products, beginning with the design of the products and continuing through the manufacture, warehousing, distribution, sale, and service. The consultant has also been requested to compare the manufacturer’s major products with firms that are manufacturing and marketing the same or similar products. The consultant is to identify where customer value can be increased; identity where costs can be reduced; and provide a better understanding of the linkages with customers, suppliers, and other firms in the industry. The type of analysis that the consultant most likely has been asked to perform for the manufacturing firm is called a






3

Value chain analysis can be described as the process of






4

In the value creation chain model, the primary activities include






5

Customer relationship management is best defined as






6

Customer satisfaction is related to the degree of customer loyalty. High customer loyalty






7

The firm should emphasize customer retention






8

Value chain analysis can be described as the process of






9

Which one of the following best shows the sequence of business functions in the value chain?






10

For purposes of cost control, process reengineering is most similar to






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