WorksheetsBÀI 1: Khái niệm và yếu tố quản lý
Total questions: 101
Worksheet time: 51mins
According to F.W. Taylor, which statement best defines management?
Knowing exactly what you want others to do
The art of achieving goals through people
Knowing that others complete work in the best and cheapest way
Using all different organizational resources to achieve preset goals
Which option captures the essence of Taylor’s emphasis on efficiency in management?
Maximizing personal preferences of managers
Ensuring others complete tasks in the best and cheapest way
Eliminating cooperation among departments
Focusing solely on natural resource control
Which are elements that constitute management activities?
Management subject
Management object
Management objectives
Personal hobbies
Why must people cooperate and divide labor in production processes?
To create collective strength
To highlight each individual or unit’s advantage
To limit the use of natural resources
To remove all dependence on organizations
Identify the management subjects in management activities.
Individuals
Organizations
Legal system
Natural resources
In management concepts, what does “organized impact” mean?
Impacts with clear orientation and goals
Random impacts among individuals
Coordinated impacts among departments
Spontaneous impacts from the subject
Which feature stands out in Mary Parker Follett’s view of management?
Management is the art of achieving goals through people
Management focuses on industrial techniques
Management supervises natural resources
Management is about cost control
Which are basic characteristics of administration?
Executing decisions of higher levels
Mobilizing and using resources according to regulations
Complete autonomy in decisions
Power–obedience orientation
A public agency improving workflows in the digital transformation context should apply which administrative principles?
Comply with execution and operation procedures by law
Mobilize and use resources properly as regulated
Completely eliminate existing administrative procedures
Aim at goals serving citizens and society
What does the term “business process” emphasize?
A systematic chain of activities
Goals of creating efficiency and flexibility
Spontaneity during task execution
Mandatory legal rules
Which actions should an organization take when optimizing a business process?
Rely on recorded evaluation metrics
Analyze constraints and propose improvements
Apply one process to all units without adjustment
Restrict access to sensitive information
What is the first step in business process management?
Identify the work to be done
Pilot the process
Monitor evaluation results
Optimize resources
Which factors matter when managing information and data in business processes?
Accuracy and effectiveness
Data security and integrity
Mandatory paper-based archiving
Ensuring readiness when needed
Which requirements ensure an effective customer access process?
Respond to requests and handle complaints
Design professional processes
Create satisfaction and reputation
Focus only on internal goals
When deploying automated document management software, which action best ensures effective implementation?
Train employees to use the software correctly
Immediately eliminate all old paper processes without review
Ignore data accuracy during migration
Delay updating procedures until after full rollout
In business process management, what is a primary purpose of staff training?
To help employees understand and correctly follow processes
To increase dependence on technology
To replace the need for standard operating procedures
To remove the need for performance evaluation
How does the management environment influence the management process?
It serves as the setting for organizational activities
It determines every customer action directly
It eliminates the need for planning
It guarantees success regardless of methods used
According to ISO 9000 and 9001, which statement best defines a process?
A set of interacting activities transforming inputs into outputs
A specific template for writing reports
A way to draw organizational charts
A single task performed by an individual
Business processes can be applied to which organizational areas?
Administrative office work, customer care, and financial-accounting management
Only technical departments
Only individual working styles
Only sales and marketing
Which activity should organizations conduct during process optimization?
Analyze constraints and propose improvements
Apply one process to all departments without adjustment
Restrict access to all sensitive information by default
Ignore previously recorded performance indicators
Which stages are included in management according to Henry Fayol?
Planning, organizing, leading, and communicating
Budgeting, auditing, and hiring
Only planning and controlling
Design thinking and innovation
What distinguishes public administration from state management?
Public administration has a narrower scope and is executive/administrative in nature
State management has a narrower scope than public administration
Public administration is unrelated to executive functions
State management excludes administrative procedures
Why are tools and methods necessary in management?
To align with the operating environment and perform management functions effectively
To avoid all collaboration in the organization
To impact customers regardless of goals
To replace human decision-making entirely
Which preparation is essential when implementing document management automation to ensure quality data handling?
Ensure data is fully and accurately entered
Skip data validation to save time
Rely solely on legacy paper records
Avoid monitoring process effectiveness
Which outcome of training best enhances adaptability in process management?
Increased ability to respond to change
Greater reliance on technology alone
Elimination of performance evaluation
Reduced individual capability development
Which benefit best explains why designing process diagrams in Word helps in solving tasks effectively?
It reduces hardware costs directly
It helps users present ideas, processes, and data clearly and dynamically
It automatically translates text within shapes
It locks all content to prevent editing
To draw a process diagram on its own managed surface in Word for easier layout control, which feature should you use?
SmartArt
Paint then paste into Word
Drawing Canvas
Draw directly on the blank page without any container
When presenting a process in Word and you want to add descriptive text inside a shape, which action should you take?
Right‑click the shape and choose Add Text
Increase the font size first
Insert WordArt
Open the Layout tab and choose Text Fill
You want step names in a diagram to stand out using Drawing Tools. Which text formatting actions meet this goal? (Select the best option)
Change Shape Outline color
Use Text Fill with WordArt Styles or apply Text Effects like shadow
Use Shape Fill to color the shape background only
Convert the diagram to an image
After completing a process diagram with Shapes in Word, you plan to add more text to the document but worry the diagram might shift. Which action best stabilizes the layout?
Adjust page margins first
Group the shapes
Convert the diagram to an image format
Apply text effects like shadows
During layout adjustments, moving individual shapes causes the overall diagram to misalign. What should you do to maintain the structure during editing?
Hold Ctrl to select shapes, then choose Group
Paste the diagram beneath an image
Manually align each shape horizontally
Avoid grouping to keep flexibility
To increase the visual focus and direct attention in a Word process diagram created with Drawing Tools, which formatting could you apply?
Shape Effects to add highlights or shadows
Drawing Canvas to define page margins
Page Borders for each shape
Disable all fills
When customizing a set of Shapes for a leave-approval process so they look consistent in color, size, and position, which rapid formatting method is most effective?
Use Shape Styles to apply quick predefined formats
Use the Animation tab to add motion effects
Change the page background color
Only adjust Shape Outline thickness
While refining a Word approval-process diagram for clarity and aesthetics using the Format tools, which options most directly help you style Shapes?
Shape Effects, Shape Outline, and Shape Fill
Header & Footer tools
Track Changes
Mail Merge
What is the main purpose of setting a grid by adjusting Column Width in Excel when preparing to draw a flowchart layout?
To make Excel calculate faster
To print without later edits
To create square cells that help align drawings precisely
To enlarge text automatically
Why should users configure Page Layout in Excel before drawing a flowchart to be used in a Word document or presentation file?
So the diagram auto‑saves to the computer
To improve default theme aesthetics only
To ensure the diagram’s dimensions align with the target Word or presentation file
To increase Excel’s computational power
When adding text labels directly onto a connector line in an Excel flowchart, which action provides a quick and accurate method?
Type directly on the connector line
Insert a Text Box and place it on the connector
Type in an Excel cell and drag it onto the shape
Use the Insert tab’s Icons feature
To connect steps in an Excel process diagram so shapes stay clearly linked when moved, which tool should you choose?
Use cell formulas between cells
Choose Line Arrow from Shapes
Insert a SmartArt graphic
Draw freehand lines with the pen tool
When refining the appearance of connector lines in Excel to make relationships easier to follow, which customizations are most relevant?
Set connector length by typing coordinates
Adjust line thickness, style (dash/solid), and color
Change worksheet calculation mode
Convert shapes to SmartArt
To keep text centered and readable when placing labels on connectors between two steps in Excel, which actions help alignment?
Enable Snap to Grid and use Align in Arrange
Group the connector with both shapes
Turn off gridlines and adjust zoom
Apply WordArt Transform effects
In Word, why is using a Drawing Canvas beneficial when building a flowchart?
It helps manage layout of shapes and creates a separate region to prevent misalignment
It allows adding many text boxes at once
It automatically exports images
It converts the diagram to SmartArt
While creating repeated steps with identical formatting in a Word flowchart, which actions duplicate a selected shape efficiently while preserving style?
Use Ctrl+C then Ctrl+V, or hold Ctrl and drag the shape to a new position
Press Tab to copy the shape
Press Enter while the shape is selected
Use the Format Painter on the canvas background
To ensure steps in a Word process diagram are clearly connected, which pair of actions best establishes appropriate links and visual weight?
Use Connector tools on Drawing Tools and select straight line or arrow connectors
Insert Tables to auto-link shapes
Change page orientation only
Group all shapes then adjust page margins
Turning on Snap to Grid in Excel primarily helps with which aspect of diagram creation?
Automatically merging shapes
Automatically creating a diagram frame
Increasing diagram resolution
Aligning and arranging shapes neatly along grid lines
Which sequence correctly describes where to change a shape’s fill color in a Word process diagram?
Format > Shape Effects
Format > Page Layout
Format > Shape Fill
Format > Shape Outline
When highlighting key steps in a recruitment process diagram in Word, which Shape Styles features are most appropriate to use? (Select the best option)
Gradient fill, Shadow, 3D effects
Insert Table text formatting
Page Layout themes
SmartArt color sets
In Word, what is the correct path to add connectors (arrows or lines) to show flow between shapes in a timekeeping process diagram?
Insert > Shapes > Arrow or Line
Insert > Accept > Arrow or Line
Insert > Clip Art > Arrow or Line
Insert > SmartArt > Arrow or Line
To adjust the line weight (thickness) of arrows or straight lines in a Word quality-control workflow, which steps are correct?
Format > Shapes > Shape Outlines > choose weight
Insert > Weight > Shape Outlines > choose weight
Format > Weight > Shape Outlines > choose weight
Format > Shape Outlines > Weight > choose weight
You want to design a shift-change workflow using Word Drawing Tools. Which sequence correctly sets up the Drawing Canvas and then lets you draw shapes inside it?
Open Word > Insert > Shapes > New Drawing Canvas > set the frame and draw shapes
Open Word > Format > Weight > New Drawing Canvas > set the frame and draw shapes
Open Word > Insert > Weight > New Drawing Canvas > set the frame and draw shapes
Open Word > Format > New Drawing Canvas > set the frame and draw shapes
Why should users configure Page Layout before saving a process diagram to Excel?
To synchronize the diagram’s size with a Word file or presentation layout
To make the page look prettier
To enable automatic saving on the computer
To increase Excel’s computation speed
While building a cost-approval process diagram in Excel, you plan to place text on a connector between two steps. Which actions help ensure the text aligns neatly and is easy to read?
Enable Snap to Grid and use Align under Arrange
Open Shapes on the Insert tab only
Type text directly on the connector without adjustments
Turn off gridlines and rely on manual placement
When mapping an intake workflow in Excel using Shapes, which benefits does this provide during the process presentation?
Improved communication in reports and presentations; clear, vivid ideas; customizable colors and positions
Automatic conversion to statistical charts; automated approvals; AI-generated summaries
Faster recalculation of formulas; smaller file size; one-click export to PDF
Locked formatting that prevents changes; fixed colors only; auto-align disabled
Which type of software is Microsoft Visio within the Microsoft Office suite?
Word processing software
Spreadsheet software
Diagram-drawing software
Presentation software
When first opening Microsoft Visio, which actions are available to begin a new diagram? (Choose the best answer)
Enter data into a worksheet
Choose from many different templates
Open a saved document only
Start a slideshow
How do you add a shape from a stencil onto the drawing page in Visio?
Click Add on the ribbon
Drag the shape you want
Right‑click and choose Use Shape
Type the shape’s name
Which two actions connect shapes in a Visio process diagram? Choose the option that best captures both required steps.
Drag shapes into each other; no tool needed
Click the Connector tool and then drag from the source shape to the destination shape
Copy and paste the source shape onto the target
Use Link Shapes without selecting any shapes
After finishing a diagram, which path lets you select a background in Visio?
Go to the HOME tab
Go to the DESIGN tab, then choose Backgrounds
Press Styles on the HOME tab
Open Page Setup only
Match each Visio interface element to its function. Which option correctly pairs them?
Text → type into blank areas; Backgrounds → pick page backgrounds; Themes → coordinated shape appearance; Text Block → adjust text size
Text → choose page backgrounds; Backgrounds → edit text size; Themes → insert new pages; Text Block → draw connectors
Text → draw connectors; Backgrounds → import data; Themes → export templates; Text Block → change page margins
Text → change font only; Backgrounds → change connector style; Themes → print; Text Block → add swimlanes
What is the correct sequence of high‑level steps to create a process diagram in Visio?
Choose a template and units → Drag shapes onto the page → Add text → Use the Connector tool to link shapes
Use the Connector tool → Add text → Drag shapes onto the page → Choose a template
Add text → Choose a template → Drag shapes → Ignore connectors
Start with a blank Word doc → Paste shapes → Export to Visio → Connect shapes
Which statement best describes Draw.io in this context?
A word processing application
A website that allows online diagramming
A database management app
A programming IDE
Which pair lists advantages of Draw.io?
Prebuilt frames/templates that save time; Flexible adjustments
No mobile view; Poor component management
Encrypted-only exports; Rigid settings
Offline-only access; Limited shapes
Which pair lists drawbacks of Draw.io?
Exports in formats like XML/HTML but may be encoded; Limited flexibility in adjustments
Highly flexible; Broad template choice
Great mobile display; Strong component management
Integrated coding IDE; Native desktop-only
Which action is available immediately after selecting "create new diagram" in Draw.io?
Choose from available diagram templates
Upload an image to auto-generate a diagram
Directly pick a color palette for the whole diagram
Export the diagram as a PDF
After choosing "create new diagram" in Draw.io, which of the following can also be done?
Name the diagram before creating it
Lock layers to prevent edits
Add swimlanes automatically
Publish to a website
In Draw.io, the top bar primarily lets a user do which of the following while building a process diagram?
Perform basic actions like zoom and delete
Switch application language only
Insert prebuilt shapes from the left panel
Change the OS display theme
What does the left panel in Draw.io allow a user to do during process mapping? (Select the best answer)
Drag prebuilt shapes and adjust their size
Change interface language
Only edit connector styles
Run macros
Which statement about initial design steps in Draw.io is correct?
Users can adjust page size before placing shapes to make layout easier
Users must finish all content before changing page size
Page size cannot be changed after creating a diagram
Changing page size deletes existing shapes
When starting a new diagram in Draw.io, which choice describes template selection accurately?
Users can choose a ready-made template or a blank diagram
Users are forced to use a template
Templates cannot be renamed
Blank diagrams automatically add connectors
Which keyboard shortcut toggles the layer management tool in Draw.io?
Ctrl + Shift + L
Ctrl + Alt + L
Shift + L
Ctrl + L
To display green connection points when creating connectors in Draw.io, what must the user do?
Drag a shape into the source container
Switch to presentation mode
Export the diagram
Enable grid snapping
Which function is primarily controlled from the right panel in Draw.io while building a workflow?
Adjust properties of shapes, text, and connectors
Insert shapes from libraries
Change application language
Switch between open diagrams only
Match the Draw.io action to its intended purpose when mapping HR procedures. Which pairing is correct?
Drag from the small blue dot to create relationships between shapes
Double-click a shape to change its library category
Use triangle or arrow icons to export PNG
Drag icons into the source container to delete them
Which of the following are benefits of Microsoft Visio for professional diagrams?
Create business process diagrams quickly
Create professional workflows with many different shapes
Perform statistical regression analysis
Auto-generate spreadsheets with guaranteed accurate calculations
Which additional advantage correctly describes Microsoft Visio compared with general drawing tools?
It supports professional process diagramming with a wide variety of shapes
It replaces spreadsheet software for precise financial computation
It is only for image editing
It cannot handle multiple shapes in a single diagram
In Microsoft Visio, where should a user navigate to select themes to unify the appearance of shapes?
Design tab, Themes section
Home tab, Clipboard section
Insert tab, Illustrations section
View tab, Window section
Which panel in Draw.io is best for adjusting connector line properties while editing a process flow?
Right-side properties panel
Left shape library
Top language selector
Status bar
In the BPM lifecycle, how many stages are there?
3
4
5
6
What best explains the meaning of process optimization in BPM?
Increase the number of execution steps in a process
Find ways to reduce completion time without affecting quality
Extend the time to execute processes to ensure security
Make processes more complex to improve security
Which of the following are the main purposes of the Design phase in the BPM lifecycle? Select the best answer.
Validate the legality and feasibility of business processes; build new business processes
Plan company-wide HR training; audit finance
Evaluate overall corporate financial performance
Compare a new process with an old one
Which activity belongs to the Configuration phase in the BPM lifecycle?
Adjust parameters to fit specific information systems; define logic and required resources
Deploy the designed process into daily operations; automate steps via software
Measure employee performance executing the process
Design the company organizational chart
Which activities are central to the Implementation (Execution) phase in BPM?
Deploy the designed process into organizational operations; automate steps using tools or software
Evaluate financial efficiency of the process; design org charts
Plan HR training across the enterprise; validate compliance
Only compare the new process with the old one
What are the primary objectives of BPM in an organization?
Increase efficiency and transparency of business processes; enhance control and measurement
Reduce capital investment in human resources; automate all marketing
Only decrease time-to-market; ignore quality
Eliminate the need for documentation
A company struggles to meet order deadlines. Which BPM-based measure is most effective?
Increase staff training immediately
Buy more machinery first
Build a transparent, detailed production process management system
Lower product prices to attract customers
Which BPMN symbol is typically used to represent a decision point that splits the process flow into different branches?
Circle (Event)
Diamond (Gateway)
Rectangle (Task)
Pentagon (Subprocess)
In BPMN, which symbol best represents an activity such as “Approve request” or “Check customer information”?
Start Event (thin-bordered circle)
End Event (thick-bordered circle)
Task (rectangle)
Gateway (diamond)
You are modeling an equipment repair process. To represent an approval step with two possible outcomes, which BPMN element should you use?
Start Event
Task plus a Parallel Gateway
Exclusive or other Gateway (diamond)
End Event
When showing the flow and sequencing between activities in BPMN, which connector is used?
Message event
Gateway
Sequence flow (arrow)
Association
In a purchase process model, which BPMN notation should be used to indicate the order in which activities occur and how they connect?
Circle symbol
Diamond symbol
Arrow with solid head (sequence flow)
Rectangle symbol
To depict the activity “Verify customer information” in an order approval process, which BPMN symbol should be used?
Start Event
Gateway
Arrow connector
Task (rectangle)
Select two benefits of BPM for executing business processes.
Increases efficiency and consistency in operations
Completely replaces human roles in organizations
Helps detect and remove bottlenecks in processes
Boosts sales without any need for process improvement
Which statement correctly describes the diamond symbol in BPMN?
Represents the start of a process
Represents a decision point or branching of the process
Represents an atomic user action
Represents a data object
When modeling a work schedule management process, which BPMN symbols represent the start and end of the process?
Rectangle and diamond
Thin-bordered circle and thick-bordered circle
Diamond and rectangle
Two thick-bordered circles
What does BPM stand for?
Business Process Management
Business Process Model
Business Performance Measure
Business Plan Management
Which option best captures the main purpose of the Diagnostic phase in the BPM lifecycle?
Move configured workflows directly into production
Tune parameters to fit specific IT systems
Draft, analyze, refine, and update process models within the BPM system
Provide redesign ideas to address issues found in previous designs
Choose two benefits of BPM for sharing business processes across an organization.
Enhances coordination among departments
Ensures all employees can access and understand processes consistently
Eliminates the need to train employees
Restricts access to information to only the management office
Which of the following is NOT a direct benefit of adopting BPM?
Improved adaptability to market changes
Greater transparency and control in processes
Stronger cross-departmental collaboration
Automatic increase in labor efficiency regardless of improvements
Which gateway type is used to describe logical branching like AND, OR, or XOR in BPMN?
Event-based gateway
Exclusive/Inclusive/Parallel gateways represented by the diamond
Complex event
Message flow
Which pair correctly matches BPMN event symbols with their meanings?
Thin-bordered circle = End Event; Thick-bordered circle = Start Event
Thin-bordered circle = Start Event; Thick-bordered circle = End Event
Rectangle = Start Event; Diamond = End Event
Diamond = Start Event; Rectangle = End Event
Các nhận định sau về quy trình tuyển dụng là đúng
Mục tiêu của quy trình tuyển dụng chỉ là tìm ra những ứng viên có kỹ năng, kinh nghiệm phù hợp với vị trí công việc
Quy trình tuyển dụng giúp giảm thiểu rủi ro về việc tuyển dụng nhân sự không phù hợp, gây tốn công sức, thời gian, chi phí
Sự giới thiệu nội bộ thường giúp thu hút ứng viên có chất lượng cao với chi phí thấp
Bước “Chào đón nhân viên mới” chỉ bao gồm việc chuẩn bị thiết bị làm việc cho nhân viên mới
Các nhận định sau về quy trình đào tạo nội bộ là đúng
Mục tiêu của đào tạo nội bộ là để nhân viên học các kỹ năng liên quan đến công việc
Mục tiêu đào tạo cụ thể giúp định hướng nội dung đào tạo và đo lường hiệu quả
Chương trình đào tạo nên cung cấp thật nhiều tài liệu vào để nhân viên có thể nắm hết kiến thức và kỹ năng
Báo cáo và lưu trữ hồ sơ về công tác đào tạo nội bộ giúp cải tiến các khóa đào tạo sau
Các nhận định sau về xử lý sự cố kỹ thuật trong cơ quan, tổ chức là đúng
Xử lý sự cố kỹ thuật không cần theo quy trình, chỉ cần xử lý nhanh là được.
Mục tiêu cuối cùng của xử lý sự cố kỹ thuật là khắc phục sự cố và ngăn chặn sự tái diễn.
Khi có sự cố kỹ thuật, không cần phối hợp giữa các bộ phận vì mỗi bộ phận có chuyên môn riêng
Một sự cố kỹ thuật có thể làm gián đoạn hoạt động của toàn bộ cơ quan, tổ chức
