Business Services Business Services Operations 2

Question 1

Which operational model involves a business retaining control of processes while using external staff?

Accepted Answer

Staff augmentation

Answer

Staff augmentation lets companies supplement their in-house team with external workers while retaining management control of processes.

Question 2

What is the purpose of a business continuity plan (BCP) in service operations?

Accepted Answer

To ensure critical services continue during disruptions

Answer

A BCP outlines procedures to maintain essential business functions during and after a disaster or disruption.

Question 3

In the context of business services, what is 'capacity planning'?

Accepted Answer

Determining the resources needed to meet future service demand

Answer

Capacity planning ensures that sufficient resources are available to meet anticipated service demand without over- or under-provisioning.

Question 4

Which of the following is a characteristic of a lean service operation?

Accepted Answer

Eliminating waste and non-value-added activities

Answer

Lean operations focus on eliminating waste (non-value-added steps) to improve efficiency and deliver more value to customers.

Question 5

What does 'first call resolution' (FCR) measure in a service center?

Accepted Answer

The percentage of issues resolved on the first customer contact

Answer

FCR tracks how often customer issues are fully resolved during the initial contact, without requiring follow-up calls.

Business Services Practice Test