SDI Quality Assurance & Improvement 2

Question 1

Which metric measures the percentage of incidents resolved without requiring a return visit or follow-up contact from the customer?

Accepted Answer

First Contact Resolution (FCR)

Answer

First Contact Resolution (FCR) tracks how often incidents are fully resolved during the initial customer interaction without callbacks or re-opens.

Question 2

In SDI quality frameworks, what is the primary purpose of a 'mystery shopper' program?

Accepted Answer

To objectively evaluate service quality by simulating real customer interactions

Answer

A mystery shopper program uses anonymized test calls or contacts to provide an unbiased assessment of the actual service experience delivered.

Question 3

What does a 'balanced scorecard' approach help a service desk achieve in quality management?

Accepted Answer

A multi-dimensional view linking financial, customer, process, and learning metrics

Answer

The balanced scorecard aligns operational metrics across four perspectives—financial, customer, internal processes, and learning & growth—to give a holistic quality picture.

Question 4

Which quality improvement approach uses 'voice of the customer' (VoC) data as its central input?

Accepted Answer

Six Sigma DMAIC

Answer

Six Sigma DMAIC uses VoC data in its Define phase to establish critical-to-quality requirements that drive the entire improvement project.

Question 5

When an SDI-certified service desk conducts a 'shift-left' initiative, what is the primary quality objective?

Accepted Answer

Resolving more issues at lower support tiers, closer to the customer

Answer

Shift-left aims to resolve incidents and requests at the lowest-cost, most customer-proximate tier, improving FCR and reducing escalations.

(SDI) Service Desk Institute Certifications Practice Test

(SDI) Service Desk Institute Certifications Practice Test

SDI Quality Assurance & Improvement 2