Digital Strategy Session 6 Quiz
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Questions and Answers

What is the primary focus of business process reengineering?

  • Increasing market share
  • Improving operational efficiency (correct)
  • Reducing product prices
  • Enhancing employee satisfaction

Which of the following is a key benefit of leveraging digital technologies in business processes?

  • Faster response times (correct)
  • Higher operational costs
  • Increased paperwork
  • Reduced customer engagement

In the context of operational excellence frameworks, which approach emphasizes creating adaptive strategies to meet customer needs?

  • Visionary approach
  • Separation approach
  • Adaptive approach (correct)
  • Classical approach

Which framework is suggested for analyzing the drivers of digital transformation?

<p>D. Rogers Framework (A)</p> Signup and view all the answers

What is a critical area for improving customer engagement strategies in business processes?

<p>Enhancing communication channels (C)</p> Signup and view all the answers

What is a primary focus of business process management?

<p>Coordinating a series of structured activities to achieve a goal (B)</p> Signup and view all the answers

Which of the following best describes an end-to-end approach in digital success?

<p>Combining customer engagement with operational excellence (D)</p> Signup and view all the answers

In the context of business process improvement, what does reengineering aim to achieve?

<p>Dramatic improvements in process performance (C)</p> Signup and view all the answers

Which stage in design thinking focuses on understanding user needs?

<p>Empathize (D)</p> Signup and view all the answers

What role does customer engagement play in achieving operational excellence?

<p>It helps to define business goals in process redesign (B)</p> Signup and view all the answers

Which of the following represents a key aspect of business process mapping?

<p>Visualizing the flow of activities from start to end (D)</p> Signup and view all the answers

In business process management, what component is essential for measuring performance?

<p>Defined measures and metrics for evaluation (A)</p> Signup and view all the answers

What is a benefit of implementing design thinking in business processes?

<p>It encourages iterative feedback and rapid improvements (D)</p> Signup and view all the answers

Which step involves understanding the current state of a process before making improvements?

<p>Analyze the process (B)</p> Signup and view all the answers

What is the primary purpose of business process decomposition?

<p>To detail the steps involved in a process (B)</p> Signup and view all the answers

What characterizes breakthrough improvement compared to continuous improvement?

<p>It is a radical change in the process. (C)</p> Signup and view all the answers

Which component is primarily responsible for managing a business process?

<p>Process Owner (C)</p> Signup and view all the answers

What is a key aspect of operational excellence frameworks?

<p>Aligning process changes with customer demands. (A)</p> Signup and view all the answers

In the context of process management, which outcome is expected from a successfully redesigned process?

<p>Clear deliverable or outcome efficiency. (B)</p> Signup and view all the answers

Which approach emphasizes the importance of gradual improvements rather than radical changes?

<p>Continuous Process Improvement (CPI) (B)</p> Signup and view all the answers

What does the trigger of a business process refer to?

<p>The initial event that starts the process (C)</p> Signup and view all the answers

What should be analyzed to determine how to change a process for competitive advantage?

<p>The process as it currently exists (C)</p> Signup and view all the answers

Which of the following is not typically a role of a Process Owner?

<p>Executing daily operational tasks of the process (D)</p> Signup and view all the answers

What is the first step in the travel plan quote process?

<p>Receive a request from a customer (C)</p> Signup and view all the answers

What occurs if the credit card validity check fails during the travel quotation process?

<p>An error message is displayed to the client (C)</p> Signup and view all the answers

In the loan process, who is responsible for customizing the standard loan contract for the customer?

<p>Contracting department (C)</p> Signup and view all the answers

What is the ultimate goal of business process reengineering?

<p>To create a competitive advantage (C)</p> Signup and view all the answers

Which step follows the evaluation of reservations in the travel plan quote process?

<p>Collect all data about reservations (A)</p> Signup and view all the answers

In the loan process, what does the pricing agent do after receiving information from the contracting department?

<p>Enters information into spreadsheet software and calculates interest rate (B)</p> Signup and view all the answers

Which of the following is NOT part of the mapping process in the travel plan quote process?

<p>Check passenger preferences (D)</p> Signup and view all the answers

What is a key activity in business process decomposition?

<p>Mapping the process as-it-is (D)</p> Signup and view all the answers

After checking the validity of the credit card information in the travel process, what is the next logical step if the card is valid?

<p>Evaluate reservation results for the best price (A)</p> Signup and view all the answers

What should be done to identify the main problems in a business process?

<p>Map the business process (C)</p> Signup and view all the answers

What is the primary focus of leveraging existing digital capabilities in a business transformation?

<p>To enhance customer experience and improve processes (A)</p> Signup and view all the answers

Which of the following best describes a main problem in the current agency process?

<p>Inefficiency in gathering and processing customer requests (B)</p> Signup and view all the answers

How can digital ambition positively affect customer value creation?

<p>By utilizing data analytics to tailor offerings to customer needs (B)</p> Signup and view all the answers

In what way does business process reengineering aim to improve an agency's operations?

<p>By redesigning processes to enhance efficiency and customer satisfaction (A)</p> Signup and view all the answers

What would be a significant benefit of implementing digital technologies in customer engagement strategies?

<p>Enhanced personalization of customer interactions (B)</p> Signup and view all the answers

What aspect of the operational excellence framework focuses on creating a streamlined customer journey?

<p>Continuous improvement and redesign of processes (A)</p> Signup and view all the answers

Which digital transformation strategy would likely improve the agency's service delivery?

<p>Integrating a digital platform for real-time booking and customer updates (A)</p> Signup and view all the answers

What is a critical outcome expected from improving customer experience in a travel agency?

<p>Higher customer loyalty and repeat business (A)</p> Signup and view all the answers

Which of the following is a key element in redesigning customer experience?

<p>Integrating feedback into the design process (D)</p> Signup and view all the answers

What role does digital leadership play in transforming an organization?

<p>Leading the charge in adopting and implementing new technologies (B)</p> Signup and view all the answers

Flashcards

Business Process

A series of activities within an organization that produce a specific service or product for clients, coordinated towards a common goal.

Business Process Management

The management of business processes, including processes mapping, performance measurement and reengineering.

Business Process Improvement (BPI)

Methods used to improve the performance of existing business processes.

Business Process Reengineering (BPR)

The fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed.

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Digital Success Approach

Combining customer engagement and operational excellence to provide value to customers.

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Design Thinking

A problem-solving approach focused on understanding user needs and developing solutions.

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Operational Excellence

Refers to redesigning company processes for improvement.

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End-to-End Approach

A holistic approach to managing business processes from beginning to end, considering customer needs and internal operations.

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BPR (Business Process Reengineering)

A radical change to a business process to gain a competitive advantage.

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BPI (Business Process Improvement)

Continuous improvements to existing processes.

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Process Decomposition

Breaking down a large business process into smaller, manageable tasks.

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Process as-is

The current state of a business process.

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Process Analysis

Identifying problems and inefficiencies in a business process.

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Process Owner

Manager responsible for achieving process goals.

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Process Scope

Defining the extent of a business process.

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End-to-End Process

All steps involved in a business process from start to finish.

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Business Process

A sequence of steps to produce a specific outcome.

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Process Task

An individual step within a larger business process.

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Process Re-engineering

Fundamental redesign of a business process to improve performance (cost, quality, service, speed).

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Digital Technologies for Value

Using digital tools to improve customer experience and create value in business processes.

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Customer Value

The benefit customers receive from a product or service.

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Digital Transformation Drivers

Factors that encourage changes in business using digital technology.

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Customer-centric Approach

Focusing on understanding and meeting customer needs in all business aspects.

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Flight Reservation

Booking a flight for travel

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Hotel Possibilities

A list of available hotels for a stay

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Travel Itinerary

A plan for travel including all details

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Credit Card Error

A message about a problem with a credit card

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Itinerary Request Email

An email asking for a travel plan

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Flight Possibilities

List of flights available for a journey

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Reservation Confirmation

Official confirmation of a booking

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Car Reservation

Booking a vehicle for travel

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Business Process Decomposition

Breaking down a process into smaller steps

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Loan Process

Steps for approving a loan application

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Reinvent BM

Leveraging existing capabilities to transform a business through digital technologies, emphasizing transforming the organization and customer experience.

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Digital Capabilities

Digital technologies essential for improving business processes.

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Digital Leadership

Guiding a company's transformation with digital strategies.

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Customer Experience Redesign

Improving customer journeys and processes within a business.

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Travel Agency Process

The current method of organizing personalized travel trips, including finding packages, contacting other agencies, and preparing proposals.

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Process Mapping

Visual representation of a set of steps in a procedure, frequently used to identify inefficiencies.

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Process Problems

Weaknesses and inefficiencies in the current way of working, possibly slowing down times and leading to customer frustrations.

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Digital Transformation Project

A project focused on implementing digital technologies and strategies to improve workflows within a travel agency.

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Customer Value Creation

Using digital tools and strategies to provide better service and a more positive experience for customers.

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Improved Customer Experience

A better customer experience is gained by optimizing the workflow and using technology to facilitate processes, reduce response times and ensure more positive feedback.

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Study Notes

Session 6: Digital Strategy and Business Process Transformation

  • Course Information:
    • Digital Strategy
    • Two-year MSc program
    • Course coordinator: Nabila BOUKEF Ph.D.
    • Associate Professor in information Systems and digital transformation at SKEMA Business School.

Course Schedule

  • Session 1: Rethinking strategy in the digital era
  • Session 2: Digital strategy formulation
  • Session 3: Strategy approaches and ambidexterity strategy
  • Session 4: Digital platforms strategies
  • Session 5: Differentiation strategies and competition in the sharing economy
  • Session 6: Digital strategy and Business process transformation
  • Session 7: Building digital capabilities and creating digital leadership
  • Session 8: Digital strategy execution in practice: Fostering innovation in the digital era

Outline for This Session

  • Transform your business
  • Business processes and business process management
  • Process decomposition exercise
  • Individual assignment
  • Business process reengineering
  • Practice exercise
  • Teamwork Assignment

Drivers of Digital Transformation

  • Analyzing new rules of the game and opportunities enabled by digital technologies
  • Creating a competitive advantage with digital technologies
  • Adapting strategy with constraints of the environment
  • Creating a sustainable competitive advantage through digital growth
  • Transforming business processes with digital technologies
  • Investing in digital technologies, transforming the organization, and managing the ecosystem
  • Developing digital leadership skills

Class Discussion

  • How DBS creates a competitive advantage by changing its processes
  • How IT impacts business processes?

How Digital Technologies Improve Productivity

  • Efficiency:
    • Output stays the same, but either resource inputs are reduced or resource inputs produce more output
  • Effectiveness:
    • New kinds or higher quality outputs compared to the past

Transform Business to Create Value for Customers

  • Clear and transformative ambition
  • Create a competitive advantage with digital technologies

Business Process and AI Use

  • Use AI to improve an activity, such as enhancing recruitment processes (e.g., Hilton and Unilever)
  • AI-improved fraud detection in banking: automating complex tasks, enabling real-time monitoring of unusual patterns, enhancing efficiency, and increasing accuracy
  • AI in improving data flow in hospital management (anamnesis-diagnosis-documentation process)
  • AI-based crack detection systems (e.g., Audi in Ingolstadt and Neckarsulm)
  • Use of chatbots for customer interaction

Business Process and Business Process Management

  • Business Process: A series of coordinated activities within an organization to achieve a specific goal
  • Business Process Illustration (e.g., Ordering a Pizza): Sequence of related steps in response to an event with a clear deliverable or outcome and roles of participants (suppliers).

Business Process Components

  • Process Owner: Manages the process and ensures achieving process goals.
  • Scope/Mission: Answering questions about the process: "Why does it exist?", from client and organizational perspectives.
  • Suppliers and Inputs: Identifying departments/units, products/services needed for the process.
  • Clients and Outputs: Identifying who uses the process' result, including products/services
  • Client needs: Clients input and needs, design process flow.

Practice Reengineering Exercises

  • Loan Process Steps
  • Practice Reengineering Exercises Steps:
    • Model the process and assume the loan is approved.
    • Describe the step-by-step process.
    • Analyze problems with the current process
    • Identify how digital technologies could improve customer value.
    • Create a list of areas for improvement.
    • Describe a new improved process (highlight new steps).

Graded Assignment Information

  • Rubric criteria for evaluating the graded assignment, including process mapping, digital ambition, new process design, and explanation of improved customer experience.

What's Coming Up Next

  • List of sessions in the course, highlighting the topic of digital strategy and business process transformation.

General notes:

  • Processes are connected, and processes can cross internal and external functional boundaries.
  • Example, using AI for fraud detection can increase efficiency in banks while improving protection and reliability, leading to better security for customers.

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Related Documents

Session 6 Digital Strategy & Business Process Transformation 2024 PDF

Description

Test your understanding of digital strategy and business process transformation in this quiz designed for the MSc program at SKEMA Business School. Explore key concepts, process management, and transformation strategies that are critical in today's digital era. Assess your learning on the material covered in Session 6 of the course.

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