Process Analyst Assessment Exam
Settings
In business, a process analyst identifies the current state of processes, elicits their useful and harmful attributes, documents models of the processes and facilitates stakeholder groups to consensus regarding new business process designs. What do you know about process analysts?
- 1.1. W. Edwards Deming in the 1950's proposed that business processes should be analyzed and measured to identify sources of variations that cause products to deviate from customer requirements. He recommended that business processes be placed in a continuous feedback loop so that managers can identify and change the parts of the process that need improvements. As a teacher, Deming created a diagram to illustrate this continuous process, commonly known as the PDCA cycle. Which of the following is NOT an activity in the Deming PDCA cycle?
- A.
Plan
- B.
DO
- C.
Check
- D.
Align
- 2.What are the reasons to monitor and measure?1. To validate - monitoring and measuring to validate previous decisions.2. To direct - monitoring and measuring to set direction for activities in orde to meet set targets.3. To justify - monitoring and measuring to justify, with factual evidence of proof, that a course of action is required.4. To intervene - monitoring and measuring to identify a point of intervention, including subsequent changes and corrective actions.
- A.
1 only
- B.
1 and 2 only
- C.
1, 2 and 4 only
- D.
All of the above
- 3.Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a single function
- A.
Both of the above
- B.
1 only
- C.
Neither of the above
- D.
2 only
- 4.Which of the following is an objective for the 7-Step Improvement process?
- A.
To provide operations visibility, insight and superior decision making
- B.
To design processes for the design, transition, operations and improvement of IT Services.
- C.
To identify goals and objectives in order to properly identify what should be measured.
- D.
To minimize the impact of Incidents that cannot be prevented.
- 5.Which of the following is NOT a characteristics of a process:
- A.
It is measurable
- B.
Delivers specific results
- C.
Responds to specific events
- D.
A method of structuring an organization
- 6.Which of the following would be defined as part of every process: 1. Roles 2. Activities 3. Functions 4. Responsibilities
- A.
1 and 3 only
- B.
All of the above
- C.
2 and 4 only
- D.
1, 2 and 4 only
- 7.The BEST processes to automate are those that are:
- A.
Carried out by Service Operations
- B.
Carried out by lots of people
- C.
Critical to the success of the business mission
- D.
Simple and well understood
- 8.Which of the following statements is CORRECT?
- A.
Process owners are more important to service management that service owners
- B.
Service owners are more important to service management that process owners
- C.
Service owners are as important to service management as process owners
- D.
Process owners and Service owners are not required within the same organization
- 9.A Process Owner is responsible for which of the following? 1. Documenting the process 2. Defining process Key Performance Indicators (KPIs) 3. Improving the process 4. Ensuring process staff undertake the required training
- A.
1, 3 and 4 only
- B.
All of the above
- C.
1, 2 and 3 only
- D.
1, 2 and 4 only
- 10.There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below? Progress Effectiveness Efficiency ?
- A.
Cost
- B.
Conformance
- C.
Compliance
- D.
Capacity
Back to top