Title: Self-test Quiz: Section 3.1
Course: ICT Sustainability

Q: Business process improvement measures can include energy use or GHG emissions.
- True (BPI can help to introduce gradual change that makes a business more environmentally sustainable.)
- False
A: True
Feedback: Considering the real costs of doing business increases long-term sustainability.

Q: Which of the following would be signs of process inefficiency?
- long wait times
- large work backups
- underused equipment
- areas that go for long periods without work
- duplication of effort
A: long wait times; large work backups; underused equipment; areas that go for long periods without work; duplication of effort
Feedback: Improving communication is usually a basic issue in improving efficiency; introduce sustainability considerations into conversations about efficiency—include the real costs of doing business in terms of environmental degradation and public health.

Q: Which of the statements below apply to the problem of accountability in data centre energy use?
- Energy measures for data centres have been the split in responsibilities between facilities management and ICT or data centre management.
- Facilities management may be responsible for the building, while the ICT or data centre management take responsibility for the computers in the building.
- The facilities manager may be responsible for the electricity bill for the data centre building, yet is unable to make decisions about computer equipment purchases.
- Decisions about computer equipment purchases could reduce the electricity expenditure.
- It is never possible for facilities management and data centre management to cooperate and exchange information to minimize energy use. (This is exactly what needs to happen!)
A: Energy measures for data centres have been the split in responsibilities between facilities management and ICT or data centre management.; Facilities management may be responsible for the building, while the ICT or data centre management take responsibility for the computers in the building.; The facilities manager may be responsible for the electricity bill for the data centre building, yet is unable to make decisions about computer equipment purchases.; Decisions about computer equipment purchases could reduce the electricity expenditure.

Q: Match the term to the best definition:
- Problem(s) that customers intend to solve with the purchase of a good or service. | customer need
- The process or business of handling and executing customer orders, as packing, shipping, or processing cheques. | need fulfillment
- Indication of how a cost object (or another activity) uses an activity and the nature of the use. | activity level
- The degree to which something is successful in producing a desired result | effectiveness
- Accomplishment of or ability to accomplish a job with a minimum expenditure of time and effort. | efficiency
- A graphical representation for specifying business processes in a business process model. It is also known as Business Process Modeling Notation. | Business Process Model and Notation (BPMN)
- A repeatable pattern of business activity that transforms materials, provides services, or processes information. | workflow
- A business management strategy, originally pioneered in the early 1990s, focusing on the analysis and design of workflows and business processes within an organization with the aim of helping organizations rethink how they do their work in order to dramatically improve customer service, cut operational costs, and become world-class competitors. | reengineering
- An interdisciplinary field devoted to the coordination of space, infrastructure, people and organization, often associated with the administration of office blocks, arenas, schools, convention centers, shopping complexes, hospitals, hotels, etc. | facilities management
- Employees who have a deep background in education and experience and are considered people who "think for a living." | knowledge workers
- Also known as natural process limits; use a statistical formula to describe what a process is capable of producing (sometimes referred to as the “voice of the process”). They tell you what variability the process has produced in the past, with the intention of recognizing when a sufficient change from the past has occurred to justify adjusting the process. | control limits

Q: Match the business process to the correct description:
- Governs the operation of the organization. Includes corporate governance and strategic management. | Management
- Ancillary to core processes, including accounting, recruitment, technical support, etc. | Supporting
- The core business of the organization. Can include purchasing, manufacturing, marketing, and sales. | Operational

Q: __________  are related, systematically structured activities applied to produce a specific service or product for a particular group of customers.
A: Business processes / Business process*

Q: __________  is a systematic approach to optimizing the functions of an organization.
A: business process improvement (BPI) / business process improvement / BPI
Feedback: This is a general purpose tool, but in this case we are applying it to the use of ICT in organizations to reduce energy and material use.

Q: An analysis of business processes is intended to
- eliminate any activity that does not add value for the customer.
- eliminate any activity that does not increase revenue. (The increased revenue should be a by-product . . .)
- eliminate waste and toxins from the business cycle. (This coould be included in the broader concept . . .)
- eliminate any activity that does not add value for the management team. (Nope.)
- enable corporations to make large short-term gains in productivity. (And in the long run . . . ?)
A: eliminate any activity that does not add value for the customer.

Q: Match the step in business process improvememt (BPI) to the question(s) it answers:
- What is the purpose of the organization? What business is it in? Why does it do what it does? | Define strategic goals
- Who are the customers and other important groups for the organization? | Determine the stakeholders
- What are the business processesthat can achieve the organization's goals? | Align processes to goals