Digital Strategy Session 6 Quiz

Podcast

Play an AI-generated podcast conversation about this lesson

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?

D. Rogers Framework Signup and view all the answers

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

Enhancing communication channels Signup and view all the answers

What is a primary focus of business process management?

Coordinating a series of structured activities to achieve a goal Signup and view all the answers

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

Combining customer engagement with operational excellence Signup and view all the answers

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

Dramatic improvements in process performance Signup and view all the answers

Which stage in design thinking focuses on understanding user needs?

Empathize Signup and view all the answers

What role does customer engagement play in achieving operational excellence?

It helps to define business goals in process redesign Signup and view all the answers

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

Visualizing the flow of activities from start to end Signup and view all the answers

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

Defined measures and metrics for evaluation Signup and view all the answers

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

It encourages iterative feedback and rapid improvements Signup and view all the answers

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

Analyze the process Signup and view all the answers

What is the primary purpose of business process decomposition?

To detail the steps involved in a process Signup and view all the answers

What characterizes breakthrough improvement compared to continuous improvement?

It is a radical change in the process. Signup and view all the answers

Which component is primarily responsible for managing a business process?

Process Owner Signup and view all the answers

What is a key aspect of operational excellence frameworks?

Aligning process changes with customer demands. Signup and view all the answers

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

Clear deliverable or outcome efficiency. Signup and view all the answers

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

Continuous Process Improvement (CPI) Signup and view all the answers

What does the trigger of a business process refer to?

The initial event that starts the process Signup and view all the answers

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

The process as it currently exists Signup and view all the answers

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

Executing daily operational tasks of the process Signup and view all the answers

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

Receive a request from a customer Signup and view all the answers

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

An error message is displayed to the client Signup and view all the answers

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

Contracting department Signup and view all the answers

What is the ultimate goal of business process reengineering?

To create a competitive advantage Signup and view all the answers

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

Collect all data about reservations Signup and view all the answers

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

Enters information into spreadsheet software and calculates interest rate Signup and view all the answers

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

Check passenger preferences Signup and view all the answers

What is a key activity in business process decomposition?

Mapping the process as-it-is 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?

Evaluate reservation results for the best price Signup and view all the answers

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

Map the business process Signup and view all the answers

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

To enhance customer experience and improve processes Signup and view all the answers

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

Inefficiency in gathering and processing customer requests Signup and view all the answers

How can digital ambition positively affect customer value creation?

By utilizing data analytics to tailor offerings to customer needs Signup and view all the answers

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

By redesigning processes to enhance efficiency and customer satisfaction Signup and view all the answers

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

Enhanced personalization of customer interactions Signup and view all the answers

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

Continuous improvement and redesign of processes Signup and view all the answers

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

Integrating a digital platform for real-time booking and customer updates Signup and view all the answers

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

Higher customer loyalty and repeat business Signup and view all the answers

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

Integrating feedback into the design process Signup and view all the answers

What role does digital leadership play in transforming an organization?

Leading the charge in adopting and implementing new technologies Signup and view all the answers

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.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

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.