Which two of the following are the Six Steps of Business Process Improvement? (Choose two)

Question

Options

• AKnow the Customer
• BKnow the Standards
• CKnow the Business
• DAccess the Process

• A
  87% (40)
• B
  9% (4)
• C
  4% (2)

Explanation

"Know the Customer" (A) and "Access the Process" (D) are two of the Six Steps of Business Process Improvement because BPI starts by identifying whose needs drive the process (the customer) and then evaluating how the current process actually performs (accessing/assessing it) before making any changes. These steps anchor the improvement cycle to both external requirements and internal reality.

"Know the Standards" (B) is a plausible distractor but is not one of the six named steps - standards may inform the work, but the framework focuses on the customer, not standards documents, as the starting reference point. "Know the Business" (C) sounds broadly reasonable but conflates general organizational awareness with the specific step of understanding the process itself, which is a distinct action in the framework.

Memory tip: Think "Customer → Access → Improve" as the core sequence - you must know who you serve before you can evaluate what you're doing for them. If a choice sounds like general business knowledge rather than a process-specific action, it's likely a distractor.

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