Business Services Business Services Operations 1 — Questions and Answers
Question 1: What is the primary goal of business process outsourcing (BPO)?
- Increase headcount
- Delegate non-core functions to external providers (Correct answer)
- Build proprietary software
- Eliminate all vendors
Correct answer: Delegate non-core functions to external providers
BPO involves contracting non-core business functions to third-party service providers to reduce costs and improve efficiency.
Question 2: Which metric is most commonly used to measure call center operational efficiency?
- Net Promoter Score
- Average Handle Time (AHT) (Correct answer)
- Employee turnover rate
- Gross margin
Correct answer: Average Handle Time (AHT)
Average Handle Time (AHT) measures the average duration of a customer interaction, making it a key call center efficiency metric.
Question 3: What does SLA stand for in business services contracts?
- Sales Leadership Agreement
- Service Level Agreement (Correct answer)
- Standard Liability Allowance
- Supplier License Authorization
Correct answer: Service Level Agreement
A Service Level Agreement (SLA) is a contract that defines the expected level of service between a provider and a client.
Question 4: Which of the following best describes a shared services center?
- A department that shares office space with competitors
- A centralized unit that provides support services to multiple business units (Correct answer)
- A customer-facing retail location
- An outsourced IT helpdesk
Correct answer: A centralized unit that provides support services to multiple business units
A shared services center consolidates support functions like HR, finance, and IT into one centralized unit serving multiple internal departments.
Question 5: In operations management, what does 'throughput' measure?
- Employee satisfaction
- The rate at which a system produces output over time (Correct answer)
- Total cost of services delivered
- Number of customer complaints
Correct answer: The rate at which a system produces output over time
Throughput is the rate at which a system generates output or completes processes within a given time period.
Question 6: What is a key benefit of implementing workflow automation in business services?
- Increases manual data entry
- Reduces processing errors and speeds up routine tasks (Correct answer)
- Eliminates the need for SLAs
- Requires more supervisory staff
Correct answer: Reduces processing errors and speeds up routine tasks
Workflow automation reduces human error and accelerates repetitive tasks, improving consistency and operational speed.
Business Services Business Services Operations 1
What is the primary goal of business process outsourcing (BPO)?