Business Services Business Services Operations

Question 1

What is the primary goal of business process outsourcing (BPO)?

Accepted Answer

Delegate non-core functions to external providers

Answer

Increase headcount

Answer

Build proprietary software

Answer

Eliminate all vendors

Question 2

Which metric is most commonly used to measure call center operational efficiency?

Accepted Answer

Average Handle Time (AHT)

Answer

Net Promoter Score

Answer

Employee turnover rate

Answer

Gross margin

Question 3

What does SLA stand for in business services contracts?

Accepted Answer

Service Level Agreement

Answer

Sales Leadership Agreement

Answer

Standard Liability Allowance

Answer

Supplier License Authorization

Question 4

Which of the following best describes a shared services center?

Accepted Answer

A centralized unit that provides support services to multiple business units

Answer

A department that shares office space with competitors

Answer

A customer-facing retail location

Answer

An outsourced IT helpdesk

Question 5

In operations management, what does 'throughput' measure?

Accepted Answer

The rate at which a system produces output over time

Answer

Employee satisfaction

Answer

Total cost of services delivered

Answer

Number of customer complaints

Question 6

What is a key benefit of implementing workflow automation in business services?

Accepted Answer

Reduces processing errors and speeds up routine tasks

Answer

Increases manual data entry

Answer

Eliminates the need for SLAs

Answer

Requires more supervisory staff