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IIBM – BPO and KPO Management Answer sheet

IIBM – BPO and KPO Management Answer sheet


Part One:

IIBM – BPO and KPO Management Answer sheet

  1. Manpower can be retained by which of the following techniques:
    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. The 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 _________________________________.
  5. Size, quality, labor cost, etc. are categorized into which form of ITES to be outsourced:
  6. People Attractiveness
    b. Labor Attractiveness
    c. Location Attractiveness
    d. Quality Attractiveness
  7. The risk that includes 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
  8. 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 KPOs.
    4. Write a short note on ‘Change Management’.
    5. Discuss in brief the problems faced by BPOs.
  1. Discuss the various training programs offered by Intel Net Global Company.
    2. Write a short note on:
    Contract Centre Operation
    Human Resource Management
  2. Discuss the various activities performed by Hinduja TMT.
    2. Write a short note on:
    Disaster Recovery Centre
    BPO Arm in Hinduja TMT
  3. Discuss the different strategies that are adopted by the BPOs to control their Attrition.
    2. What are the Pros and Cons of BPO?
    3. Write a note on the SWOT Analysis of the Indian BPO Industry.

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