Iibm - Bpo and Kpo Management

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BPO and KPO Management

Part One:

1. Manpower can be retained by which of the following technique:

a. Comfort and Care

b. Problem-Solving technique

c. Attention

d. Proper Training

2. Which of the following is not a challenge to the BPO Industry?

a. Data Security

b. Poor Infrastructure

c. Attrition

d. Lack of Identity

3. Pricing technique where a customer pays a flat rate for services is:

a. Variable Pricing

b. Unit Pricing

c. Fixed Pricing

d. Risk/Reward sharing

4. A MIS report that deals in compliance related to quality and timeliness is:

a. Cash Tracker Report

b. Senior Management Report

c. SLA Compliance Report

d. Production Report

5. Off – Shoring means _________________________________.

6. Size, quality, labor cost etc. are categorized into which form of ITES to be outsourced:

a. People Attractiveness

b. Labor Attractiveness

c. Location Attractiveness

d. Quality Attractiveness

7. The risk that include errors in estimating overall time for mitigating is a:

a. Data Security Risk

b. Transition Risk

c. Transactional Risk

d. Loss of Control Risk

8. Mitigating of Risk means __________________________________________.

9. Which of the following is not a benefit derived from BPO?

a. Improved Accountability

b. Operational Cost Control

c. Improved HR

d. IPR Protection

10. The service that comprises of areas related to the functional operations is:

a. Vertical Service

b. Horizontal Service

c. Diagonal Service

d. Service Focused Service

Part Two:

1. Define the term ‘Emotional Intelligence’.

2. Differentiate between BPO and KPO.

3. Discuss in brief the Web – based Market Research process in the KPO’s.

4. Write a short note on ‘Change Management’.

5. Discuss in brief the problems faced by BPO’s.

1. Discuss about the various...