IIBM – BPO Industry Answer sheet

Multiple Choices:

1. Which of the following is not included in Porter’s Five Model for competitiveness?
   a. Threat of New Entrants
   b. Degree of Rivalry
   c. Bargaining Power of Suppliers
   d. Government Strategies
2. Which of the following is not a benefit of a BPO?
   a. Cost Reduction
   b. Cross–pollination of best products
   c. Focus on core process
   d. Automatic call distributions
3. In this stage, there is the orderly transfer of activities to the service provider.
   a. Negotiation
   b. Ongoing Management
   c. Implementation
   d. Preparation
4. List the Process of Outsourcing in the appropriate order:
   i. Listing out available in–house resources
   ii. Signing the contract
   iii. Negotiations, including a letter of intent and usually a contract with terms & conditions
   iv. ‘Steady state’ period, which makes the end of the transitioning phase and the beginning of the cost-cutting phase of the company
   a. i, iii, ii, iv
   b. i, iv, iii, ii
   c. i, ii, iii, iv
   d. I, iii, iv, ii
5. The BPO that handles almost all the transactional and administrative processes or other several
   functions are:
   a. Comprehensive BPO
   b. Transactional BPO
   c. Niche BPO
   d. ITO
6. The model which is preferred when the client requires that the job should be done quickly and
   successfully:
   a. Revenue Distance Model
   b. Global delivery Model
   c. Built – Operate – Transfer Model
   d. Blended Offshore Outsourcing Model
7. Which of the following is not a main certifying agency for Indian BPO?
   a. IRDA
   b. KPMG
   c. DNV
   d. STQC
8. Challenges related to information infrastructure and branding are a type of KPO
   challenge.
   a. Internal Challenge
   b. Industry Challenge
   c. Customer Challenge
   d. Competitor Challenge
9. Which of the following is not a dimension of service quality?
   a. Empathy
   b. Reliability
   c. Assurance
   d. Responsiveness
10. COPC – 2000 is a:
    a. Quality Certificate
    b. Measurement Certificate
    c. Performance Certificate
    d. Regulatory Certificate

Part Two:

1. Differentiate between BPO, KPO, and PPO.
   2. Define the term ‘COBIT’.
   3. Write a short note on ‘Corporate Governance’.
   4. Differentiate between BPO and Call Centers.
   5. Define ‘Outsourcing’.

1. Discuss in detail the solutions offered by eBay to healthcare providers.
2. Discuss in detail the career opportunities with Suyash software.1. Explain Porter’s Five Forces Model of Competition regarding the BPO Industry in India.
3. Discuss in detail the main challenges of the BPO Industry.
   3. What are the different models of Business Process Outsourcing?

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