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PROCESOS,SERVICIOS Y CALIDAD

PROCESOS,SERVICIOS Y CALIDAD

Assessment

Presentation

Business

Professional Development

Practice Problem

Hard

Created by

Jonathan Jaramillo

Used 1+ times

FREE Resource

53 Slides • 39 Questions

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Multiple Choice

What is the main focus of the document represented in the image?

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National Security

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Process Management

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Community Policing

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Strategic Planning

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Fill in the Blank

Fill in the blank: A process is a set of activities that takes inputs and creates ___ for a client.

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Multiple Choice

According to Pérez & Fernández de Velasco, what is necessary for obtaining a result?

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A set of unrelated tasks

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A mechanism to transform inputs

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A random collection of activities

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A single task

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Multiple Choice

What is the definition of a process according to ISO 2001?

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A set of unrelated activities

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A collection of tasks that create value

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A series of random actions

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A method of producing outputs without inputs

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Open Ended

¿Con cuál definición nos quedamos?

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Multiple Choice

According to the image, what does 'Gestión de procesos' imply?

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Viewing the organization as a system.

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Focusing solely on current clients.

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Ignoring interrelated activities.

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Only managing potential clients.

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Multiple Choice

What is the definition of the process-based approach according to ISO TC 176/ SC 2 /N 544R. 2001?

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It requires managing each process as a unique unit and as a component of a network of processes.

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It eliminates barriers between different functional units.

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It focuses on the main goals of the organization.

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It responds to changes in the environment.

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Multiple Choice

What is the main focus of a systemic approach in management?

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To manage interrelations and communication

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To improve efficiency and effectiveness

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To adapt to changes in the environment

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To achieve objectives

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Multiple Choice

What is process management?

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Understanding the value of processes

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Improving process productivity

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Eliminating organizational waste

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Focusing on the client

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Multiple Choice

What methodologies are implied to be used for good process management?

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Visualizing and analyzing processes

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Ignoring inefficiencies

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Focusing solely on profits

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Minimizing employee input

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Multiple Choice

What should be prioritized when mapping processes according to the image?

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Processes needing changes

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Processes with high costs

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Processes with low efficiency

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Processes with high user satisfaction

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Multiple Choice

What is the importance of mapping existing processes as mentioned in the image?

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To identify inefficiencies

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To create new structures

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To monitor results

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To define governance

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Multiple Choice

What are the steps to implement process management according to the image?

1

Understand process maturity

2

Define process governance

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Map existing processes

4

Promote transformations

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Multiple Choice

What does 'Gestión por Procesos' emphasize in terms of organizational processes?

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Individual process optimization

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Interconnected processes

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Short-term improvements

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Silo functioning

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Multiple Choice

What is the main focus of 'Gestión de Procesos'?

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Tactical approach

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Strategic approach

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Limited scope

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Continuous improvement

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Multiple Choice

What is the focus of process management according to the text?

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Value creation for clients

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Efficiency in organizations

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Flexibility in processes

4

Learning and adaptation

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Multiple Choice

Benefits of Operations Management are all except

1

Qualtiy Control

2

Green Energy

3

Productivity

4

Customer Satisfaction

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Multiple Select

Are we focusing mostly on the process or the product?

1

Process

2

Product

3

None

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I do not know.

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Multiple Choice

What are the key factors for success in process management according to the image?

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Cultural change

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Financial investment

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Technology adoption

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Employee training

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Multiple Choice

What are the key components of process management models as described in the image?

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Processes

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Results

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Activities

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All of the above

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Multiple Choice

What are the five primary activities identified in the value chain model?

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Logistics

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Marketing

3

Sales

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Transformation

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Multiple Choice

What is a value chain?

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A representation of operational processes

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A financial statement

3

A marketing strategy

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A product development plan

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Multiple Choice

1. Anika is managing a supply chain for her new online store. The purpose of supply chain management is…………….

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Provide customer satisfaction

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Improve quality of a product

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Integrating supply and demand management

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A. Increase production

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Multiple Choice

1. The purpose of supply chain management is…………….

1

Provide customer satisfaction

2

Improve quality of a product

3

Integrating supply and demand management

4

A. Increase production

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Multiple Choice

What is a value chain?

1

A value chain is a type of necklace made of valuable gemstones.

2

A value chain is a mathematical equation used to calculate the worth of a product.

3

A value chain is the distribution channel through which your product or service travels through.

4

A value chain is a chain of stores that sell high-value products.

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Multiple Select

What are the key stages in the value chain for service organizations?

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Service design

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Marketing action

3

Service provision

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Result tracking

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Multiple Choice

What are the main components of the value chain in industrial organizations?

1

Product design

2

Service delivery

3

Marketing action

4

Result tracking

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Multiple Choice

What are the key recommendations for creating a value chain?

1

At least two phases are needed

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Only one phase is sufficient

3

Phases should not be parallel

4

The value chain ends with the supplier

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Multiple Choice

What are the main components of the process map shown in the image?

1

Strategic Processes

2

Operational Processes

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Support Processes

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All of the above

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Multiple Choice

What are some common errors in the construction of process maps?

1

Naming the process with the name of the result generated by it

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Confusing process maps with flow diagrams

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Not defining the physical location of the process

4

Using the same symbols for different processes

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Multiple Choice

What are the characteristics of functional management as described in the image?

1

Division of work and responsibilities

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Decentralization of decisions

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Focus on individual tasks

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Client is a priority

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Multiple Choice

What are the characteristics of process management as outlined in the image?

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Integration of specialties

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Decentralization of decisions

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Quality control

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All of the above

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Multiple Choice

What are the three types of processes mentioned in the image?

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Gobernantes

2

Sustantivos

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Adjetivos

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Estrategicos

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Multiple Choice

A business that takes raw materials and turns them into a usable form is known as a
1
marketer
2
transformer
3
manufacturer
4
extractor

58

Multiple Choice

Which career cluster focuses on planning, organizing, and evaluating business processes?

1

Finance

2

Information Technology

3

Event Planning

4

Business Management & Administration

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Multiple Choice

What are the different levels of processes described in the image?

1

Macropocess

2

Process

3

Subprocess

4

Activities

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Multiple Choice

What are the roles and responsibilities of the police in public service?

1

To enforce laws

2

To provide legal advice

3

To conduct trials

4

To manage public health

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Multiple Choice

What are the basic functions of Public Administration as described in the text?

1

Producer of public goods

2

Distributor of wealth

3

Corrector of market failures

4

All of the above

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Poll

¿Qué tan seguro te sientes acerca de este tema ahora?

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