辅导案例-INFS2020
INFS2020 Business Process Modelling & Improvement

SAMPLE PRACTICE EXAM QUESTIONS

NOTE: No answers are provided. You can check your answers during final exam consultation.
A. Fotof’s booking-to-cash process (Dumas et al (2018).

Practice Exam Questions










Practice Exam Questions




INSTRUCTIONS:

• Answer the following detailed from next page onwards in the context of the case above.
• Generic answers will not attract any marks.
• For each question, state your assumptions, if any.


IMPORTANT NOTE:
1. The case study in the exam will be shorter – this is for you to practice.
2. Note that the marks are indicative only – in the actual exam the questions will have different
weights.

Practice Exam Questions

1. Conduct a value added analysis for Fotof’s Bbooking-to-cash process by drawing up a table that shows
the types of value added by each activity in the process. Use the VA (Value adding activities), BVA
(Business value-adding activities), NVA (Non value adding activities) classification. (15 marks)


2. Conduct root cause analysis using 6M Fishbone diagram for the “high level of staff turnover” problem in
Booking-to-cash process. (10 marks)

3. Write an Issue register based on the information provided in the case. (8 marks)

4. Use a Pareto analysis to determine which of the issues listed in your issue register should be addressed
in a process improvement project. Justify your answer. (4 marks)

5. Based on your analyses from above questions determine a process improvement project scope for
Fotof’s Booking-to-cash. Justify your answers. (5 marks)
6. Explain how the issues from your project improvement scope can be addressed with redesign heuristics
and discuss the expected impact on the process stakeholders. You are not required to draw or describe
the full To-Be Booking-to-cash process. (15 marks)
7. In attempting to implement the improved process following the improvements from question 6, discuss two
key (2) implementation risks you will face and provide one (1) mitigation action for each risk. (8 marks)





B. Additional questions not related to the Fotof case.

1. Imagine you have been hired by Vodafone Australia to investigate their complaint handling process -
https://www.vodafone.com.au/support/contact/complaints as a result of the fact that over last years customers
have been unhappy with the level of services, the lengthy process and the way their requests are addressed,
most of the time without a satisfactory outcome. With reference to process discovery:
a) Identify and explain what process discovery methods you would apply, what stakeholders would you
involved and why, as well as the information you need to access in order to be able to use the methods
in the Vodafone context. (15 marks)
b) Discuss two (2) factors that will help you choose the discovery methods in the context of the Vodafone
complain handling process. Justify your answers with examples. (5 marks)






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