Short Quiz 1-10

Fundamentals of Business Process Outsourcing

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4. Week 1: Introduction and Overview of the Business Process Outsourcing Industry

5. Short Quiz 1
Question 1
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This country ranked seventh among the world's top outsourcing destinations in 2017 and ranked tenth
(10) in 2019 based on A.T. Kearney Global Services Location Index.
Select one:
a.
Malaysia
b.
Philippines
c.
Thailand
d.
India

Question 2
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These three cities were cited as top 100 cities as a destination of outsourcing in the world,
Select one:
a.
Manila, Sta. Rosa, Davao
b.
Quezon City, Antipolo, Calamba
c.
Taguig, Naga, Tagaytay
d.
Iloilo, Bacolod, Cebu
Question 3
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This is the major factor that many companies are addressing for enhancement and the reason why they
outsource other business operations
Select one:
a.
Cost Reduction
b.
Core competency
c.
Facility Enhancement
d.
Leadership Development
Question 4
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This factor forces business organizations all over the world to look at their business processes and the
ways in which they are organizing their back-end processes and delivery of products and services to their
customers.
Select one:
a.
product branding
b.
time-sharing
 c.
customer demands
d.
pressure of competition
Question 5
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This is now the third most popular online activity.
Select one:
a.
Blogging
b.
shopping
c.
Browsing social media
d.
Gaming
Question 6
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One of the events that promoted the growth trend of business process outsourcing was the need for a
massive number of IT professionals in 1999 to fix this bug that infected many websites
Select one:
a.
None of the Choices
b.
Y2K bug
c.
Love Virus
d.
Trojan Virus
Question 7
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Recently, this country has shown dominance in the BPO market, notably in call centers.
Select one:
a.
South Africa
b.
Singapore
c.
Thailand
d.
Malaysia
Question 8
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These operations are being outsourced to counter the threats that challenge the organizations and focus
on core competencies
Select one:
a.
Human resource
b.
non-core competencies
c.
Finance management
d.
production of goods
Question 9
Correct
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HE is one of those who saw the potential in the business in its early stage and regarded as the most
articulate voice of the Philippine BPO Industry.
Select one:
a.
Rainier "Bong" Borja
b.
Gloria Arroyo
c.
Karen Batungbakal
d.
Mar Roxas
Question 10
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This world-famous personality of the IT software industry donated free Microsoft Apps Licenses to the
PCPS program, ensuring the government could hit the ground running with its initiative for fast and
effective BPO industry growth in the country while avoiding huge capital expenditures.
Select one:
a.
Jack Frecker
b.
Bill Gates
c.
Andrew Tan
d.
Henry Sy

Short Quiz 2

Question 1
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 Flag question
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It is a customer service that is the current expectation of consumers, especially of high-end products
anytime they need it.
Select one:
a.
helpdesk support
b.
24/7
Question 2
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It is more involved in recruiting individuals with an advanced degree or expertise in specialized areas
Select one:
a.
Knowledge process outsourcing
Question 3
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It is a customer support strategy that allows for a cohesive, positive customer experience
Select one:
a.
customer help desk
b.
omnichannel
Question 4
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This country has dominated the BPO industry for several years due to low labor costs.
Select one:
a.
India
Question 5
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This type of outsourcing enables enterprises to reduce costs, accelerate time to market, and take
advantage of external expertise, assets, and/or intellectual property.
Select one:
a.
Onshoring
b.
Legal process outsourcing
c.
Information Technology Outsourcing
Question 6
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The legal industry is also bearing the impact by using this technology to improve efficiency and
productivity
Select one:
a.
Intellectual Property Research
b.
Knowledge Process Outsourcing
c.
document management software
 d.
Artificial Intelligence
Question 7
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Most businesses, from small startups to large companies, prefer this process, as new and innovative
services are becoming available in this evolving, highly competitive business environment
Select one:
a.
call center
b.
offshoring
c.
outsource
d.
procurement
Question 8
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It is a process where legal documents of any nature are managed using document management software.
Select one:
a.
Patent Drafting
b.
Document review
c.
paralegal services
d.
Litigation document management
Question 9
Correct
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It is often established by financial services institution to deal with risk management
Select one:
a.
offshoring
b.
The middle office
Question 10
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This country is an outsourcing destination because of its higher rating in English and people's strong
problem-solving skills.
Select one:
a.
Philippines

Short Quiz 3
Question 1
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One of the advantages of this structure is promoting independence and autonomy and a customized
approach
Select one:
a.
Matrix
 b.
Divisional Structure
Question 2
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This structure is particularly beneficial for new or unskilled employees who can use guidance and direction
to help them complete their tasks.
Select one:
a.
Tall Structure
Question 3
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This structure changes the traditional career models by getting people to move laterally.
Select one:
a.
Matrix
b.
Network
c.
Team-based structure
Question 4
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Some advantages of this structure are valuing experiences rather than seniority and require minimal
management.
Select one:
a.
Divisional
b.
Functional
c.
Team-Based structure
Question 5
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This skill must have an understanding of how to review, influence, and correct their employees in a
manner that drives continuous improvement.
Select one:
a.
Controlling skills
b.
Assessment Skills
c.
Research and Development
d.
Performance Management
Question 6
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They are often expected to continue to contribute at an individual level as well as a management level,
which can substantially increase their workload.
Select one:
a.
Middle managers
Question 7
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This skillset for middle managers includes a focus on the technical side and the ability to look forward.
Select one:
a.
Technical and Strategic Expertise
Question 8
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One of the disadvantages of this structure is that it is more difficult for employees to know who has the final say
Select one:
a.
Network structure
Question 9
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One of the disadvantages of this structure is that poor job performance can go unnoticed or unaddressed
Select one:
a.
Flat Structure
Question 10
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They can be seen as too powerful since they have the ability to affect change from the bottom of the
organization all the way to the top.
Select one:
a.
Middle managers

Short Quiz 4
Question 1
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This framework focus on client retention, knowledge gaps, and investing time and money in staff training.
Select one:
a.
Tactical Quality Assurance
Question 2
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IKEA does not offer the best quality furniture, but at least it offers reliable quality for very low prices. What
is the element that the company follows in using the Strategy Diamond
Select one:
a.
Arena
b.
Staging
c.
Economic Logic
d.
Differentiator
Question 3
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Companies who choose this element of Values Discipline framework deliver a combination of quality,
price, and ease of purchase that no one else in their market can match.
Select one:
a.
Customer Intimacy
b.
Operational Excellence
Question 4
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Samsung is a conglomerate consisting of multiple strategic business units (SBUs) with a diverse set of
products. In case something might happen to the camera industry, for instance, Samsung is still likely to
have positive cash flows from other business units in other product categories. What Business Framework
took Samsung as an example?
Select one:
a.
BCG Growth-Share
Question 5
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This framework may also include good governance principles and set out company values and divisions
within the firm.
Select one:
a.
Performance Management
 b.
Operational Framework
Question 6
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BCG Growth-Share Framework identifies these business units with a high market share (potentially market
leaders) in a fast-growing industry that generates large amounts of cash due to their high relative market
share but also requires large investments to fight competitors and maintain their growth rate
Select one:
a.
Question Marks
b.
Stars
Question 7
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Arenas, Vehicles, Differentiators, Staging, and Economic are the elements of this Business Framework.
Select one:
a.
Ansoff Matrix
b.
Strategy Diamond
Question 8
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According to this framework, industries with little competition allow for greater margins and are therefore
more attractive to enter.
Select one:
a.
Porter's Five forces Model
Question 9
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Market leaders choose to excel in delivering extraordinary levels of one value while maintaining a
threshold standard on other dimensions of value. From what business framework perspective is this?
Select one:
a.
Values Discipline
Question 10
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The essence of this model is that it defines the manner by which the business enterprise delivers value to
customers, entices customers to pay for value, and converts those payments to profit
Select one:
a.
Business Framework
b.
Quality Assurance
c.
Performance Evaluation
d.
business model

Short Quiz 5
Question 1
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This is one of the main types of manager's roles in which he performs in an entrepreneurial manner,
resource allocator, or negotiator.
Select one:
a.
Informational
b.
Decisional
Question 2
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This type of leadership offers a greater challenge because making your team as productive as possible will mean finding
ways to turn out-group members into in-group members.
Select one:
a.
Servant Leadership
b.
Adaptive
c.
LMX Theory
d.
Transformational
Question 3
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This is a day-to-day requirement of the Leadership Framework, which includes providing a safe working
environment, develop team capability, and enable continuous improvement and lead change.
Select one:
a.
Leading People
Question 4
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Identifying adaptive challenges, creating a safe emotional space for addressing tensions, and identifying
adaptive challenges are ways to activate this leadership type.
Select one:
a.
Transformational
b.
Adaptive Leadership
Question 5
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Much of the research and discussion regarding this type of leadership centers around self-assessments of
specific characteristics.
Select one:
a.
Transformational Leadership
b.
Adaptive leadership
c.
strengths-based leadership
Question 6
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Its components include business objective, Approach, measurement, and target.
Select one:
a.
Strategic Plan
b.
Balance Scorecard
c.
Strategic Objectives
d.
Strategic framework
Question 7
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This is a process of establishing worker relationships, allows workers to work together to achieve their
organizational goals.
Select one:
a.
Staffing
b.
Leading
c.
Organizing
Question 8
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Leading people, leading yourself, and Leading the organization are the elements of this framework.
Select one:
a.
OGSM Model
b.
Three Horizons Growth Model
c.
Balance Scorecard
d.
The Leadership Framework
Question 9
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These measures provide information an organization requires to determine whether it is performing well
or not.
Select one:
a.
Strategic Performance
b.
Strategic Objectives
c.
Organizational Performance
d.
Key Performance Indicators
Question 10
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The manager's job is to find a way to turn a team member's skill and talent into a higher level of
performance. Therefore, He should understand the four dimensions in maximizing human potential. What
is it?
Select one:
a.
EQ or Emotional Intelligence

Fundamentals of Business Process Outsourcing

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2. My courses

3. MIS6312

4. Week 7: BPO Customer Service Strategy and Customer Excellence

5. Short Quiz 6
Question 1
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In this step of using Six Sigma, once the problem is identified, measured the effects and outline details,
this action should take place.
Select one:
a.
Analysis of Customer Service
Question 2
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One of these is not a factor that contribute to customer satisfaction.
Select one:
a.
efficiency and reliability in fulfilling orders
b.
order history
Question 3
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It is a highly disciplined approach that can help companies to focus on developing and delivering near-
perfect products and services
Select one:
a.
Customer Service Strategy Framework
b.
Customer Care
c.
Six Sigma model
Question 4
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These buyers use a product occasionally, but it does not play a major role in their lives nor do they give
much thought to its purchase.
Select one:
a.
Walk in Customer
b.
Casual customer
Question 5
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This is the first sigma to apply in Customer Service.
Select one:
a.Defining Customer Service
Question 7
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These three common criteria can be used In identifying your target customers:
Select one:
a.Age, sex, income level
Question 8
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The fifth step of Six Sigma is to create the controls to keep the correct process going to maintain
efficiency and productivity in our service offering.
d.
Control Customer Service
Question 10
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These customers associate your product with the lifestyle they lead or would like to lead. Product and
brand image are important to customers of this type.
Select one:
a.
Casual Customer
b.
One-time customer
c.
Lifestyle-focused customer
Question 9
Question text
Which of these is not a technique to employ customer satisfaction:
d.enquiries about possible new products or services

Short Quiz 7
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Question text
This model identifies being an Employee Champion as one of the four central roles of HR.
d.Ulrich Model
Question 2
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This model includes essential competencies: personal, interpersonal, and managerial, according to ASTD
Model
d.Foundational level

Question 3
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The ASTD Competency Model considers this factor as the key to personal and company success.
c.professional development
Question 4
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This approach to HRM, focuses on empowerment, motivation, and trust in dealing with employees,
considering individual contributors as the most important resource an organization can have.
b.soft approach
Question 5
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This duty of HR is the optimization of talent resources which focus on scheduling, time and attendance.
d.Workforce management
Question 6
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This is one of the constitutional aspects of an organization, defined as the organization's vision, mission,
and primary objectives.
c.Purpose
Question 7
Question text
Its results can be measured by the appropriate standards, according 5Ps Model.
elect one:
a.
d.Performance
Question 8
Question text
This Kaizen type of Kaizen concentrates on the strategic and logistic issues and provides momentum keep
up progress and morale.
c.Management oriented Kaizen

Question 9
Correct
Question text
According to this theory, Human capital is valuable:

 when it is linked to indices of individual and organizational effectiveness.

 rare when there is heterogeneous distribution among firms.
 inimitable when there is specificity within the firm's human capital.
d.Resource Based Theory
Question 10
Question text
This HR Theory proposes that organizational excellence is achieved through a function of employees'
abilities, motivation, and opportunity to contribute
Select one:
a.AMO (ability-motivation-opportunity)

Short Quiz 8

Question 1
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Signed into law on 28 May 2018, Republic Act 11032 effectively amends this Republic Act also known as
the Anti-Red Tape Act of 2007.
Select one:
a.
Republic Act 9485
Question 2
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This department, by virtue of law, has provision to establish Wi-Fi access at no charge in selected public
places including parks, plazas, public libraries, schools, government hospitals, train stations, airports, and
seaports.
Select one:
a.
Philippine Information Agency
b.
Data Privacy Commission
c.
DICT
Question 3
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This is the number of Information Technology Parks and Centers recorded in the Special Economic Zones
Areas.
Select one:
a.
300
b.
103
c.
203
d.
243
Question 4
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The State recognizes the vital role of information and communications technology (ICT) in nation-building;
the need to create an information-friendly environment which supports and ensures the availability,
diversity and affordability of ICT products and services. This part of the law is called:
Select one:
a.
Provision
b.
Declaration of Policy
Question 5
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One of these is not a reason why the Philippines is attractive to BPO investors.
Select one:
a.
Economic Growth
b.
Data Privacy Security
c.
Reduced legal liabilities and management issues
d.
Tourist attraction
Question 6
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According to this law, Authorities and parties with the legal right can only gain access to electronic
documents, electronic data messages, and electronic signatures.
Select one:
a.
Data Privacy Act
b.
Ease of doing Business Act
c.
PEZA Act
d.
Electronic Commerce Act
Question 7
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This agency shall launch initiatives to educate the public about data privacy, data protection and fair
information rights and responsibilities.
Select one:
a.
Freedom of Information Commission
b.
National Privacy Commission
Question 8
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It was the year when the Special Economic Zones was created that promoted the development of Special
and Industrial Economic Zones throughout the country.
Select one:
a.
2000
b.
2010
c.
1995
Question 9
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This is an act that aims to streamline the current systems and procedures of government services and to
improving the competitiveness of and ease of doing business in the Philippines.
Select one:
a.
Freedom of Information Act
b.
Consumers' Act
c.
Republic Act a11032 or Ease of Doing Business Act
Question 10
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This is any operation/s performed upon personal data which include, but are not limited to the collection,
recording, organization, storage, updating or modification, retrieval, consultation, use, consolidation,
blocking, erasure, or destruction of data.
Select one:
a.
Sorting
b.
Breaching
c.
Survey
d.
Processing

Short Quiz 9

uestion 1
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This Risk Assessment Template practice breaks down risk assessment into basic elements, like business
processes and resources that are standardized across business units.
Select one:
a.
Universal Business Elements
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This process is used to estimate the probability of occurrence and the amount of loss associated with each
event.
Select one:
a.
Risk Communication
b.
Risk Assessment
c.
Risk Analysis
Question 3
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Through this emerging trend, professional IT infrastructure can be rented to accommodate your server,
storage, or networking needs.
Select one:
a.
Customer Service Automation
b.
Upskilling
c.
Cloud computing
Question 4
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The approach is designed to allow broad assessment of an organization's operational risk environment
with the goal of producing more robust results without the need for extensive risk assessment knowledge.
Select one:
a.
FAIR
b.
OCTAVE Allegro
Question 5
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This a trend in BPO in which the companies provide intensive training sessions for the staff to upgrade
their skills to enable them to handle more responsibilities.
Select one:
a.
Networking
b.
Upskilling
Question 6
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Threats, Assets, organization and external environ are the four-primary component of this framework.
Select one:
a.
OCTAVE ALLEGRO
 b.
OCTAVE
c.
FAIR FRAMEWORK
Question 6
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Threats, Assets, organization and external environ are the four-primary component of this framework.
Select one:
a.
OCTAVE ALLEGRO
b.
OCTAVE
c.
FAIR FRAMEWORK
Question 8
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This is a process by which an attempt is made to identify, verify, record, measure, analyze and report the
range of risks that may be present in each situation.
Select one:
a.
Program Audit
b.
Financial Audit
c.
Process Audit
d.
Risk Audit
Question 9
Correct
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To overcome subjectivity in Risk Assessment Template, this best practice provide a clear definition on what
each of the 5 buckets are in specific and understandable terms.
Select one:
a.
Use of Universal Business Elements
b.
Assessment Criteria
c.
Objective Evaluation Criteria
Question 10
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Setting the scope of Risk Audit and determining the method for gathering is one of the Process Stage
called:
Select one:
a.
Risk Auditing On Site
b.
After Risk Audit
c.
Planning
Question 4
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In developing a team culture, allow everyone to have their own approach and understanding the value the
organization wants to promote
Select one:
True
False
Question 5
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They are responsible for the general direction of a company or website's content and develop, check, and
edit content while working with writers or other freelancers.
Select one:
a.
Transcriber
b.
3D Model Creator
c.
Copywriter
d.
Content Strategists
Question 6
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The job is to help companies reach their marketing goals. This includes identifying and executing ways to
better engage customers and usage of various tools to come up with a strategic marketing plan.
Select one:
a.
Marketing Consultant
Question 7
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IT-BPO is among the most dynamic and emerging industry sectors in the Philippines
Select one:
True
Question 8
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The abundance of employment opportunities and clear professional growth for young, aspiring
accountants and other professionals in information and technology are evident in a BPO setting.
Select one:
True
Question 9
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Not only English-speaking professionals can get jobs in the contact centers, but also those with technical
skills can also expect to work on development projects being pursued by offshoring firms in the country
Select one:
True
Question 10
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Philippines is the global leader in the voice based BPO services.
Select one:
True
False

Short Quiz 10

Question 1
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These experts use their online research skills, they scour the web for a variety of information that the client
needs.
Select one:
a.
Customer Service Support
b.
SEO Specialist
c.
Marketing Consultants
d.
Internet/Web Researcher
Question 2
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They identify, design, install, and test various software and programs to ensure that it meets the client's
specifications and needs.
Select one:
a.
Computer Programmer
b.
Software Development
Question 3
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They take care of everything that needs to shape raw video footage into one cohesive and properly edited
video ready for broadcast.
Select one:
a.
Audio Production
b.
Video Production
c.
3D Modelling
d.
Video Editors
Question 4
Correct
Mark 1.00 out of 1.00

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They provide the creative direction for the project, set the budget, manage scripts, work with actors,
handle logistical stuff, and other related items.
Select one:
a.
Video Production
Question 5
Correct
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They are experts in interpreting, comprehending, and translating messages from one language to another.
Select one:
a.
Architecture Services
b.
Translators
Question 6
Correct
Mark 1.00 out of 1.00

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Their main job is to listen, interpret, and transcribe recorded dictations into text format.
Select one:
a.
Web Researcher
b.
Translator
c.
Voice Talent
d.
Transcriber
Question 7
Correct
Mark 0.67 out of 1.00

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They are the ones who search, screen, interview, hire, and orient both potential and new employees for a
company.
Select one:
a.
Recruitment Specialist
Question 8
Correct
Mark 1.00 out of 1.00
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They provide various support and services that involve legal matters which include preparing and
maintaining documents, representing clients, and consulting with them.
Select one:
a.
PR Consultant
b.
Customer Support Service
c.
Legal Services Expert
Question 9
Correct
Mark 1.00 out of 1.00

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They write and post content for websites to come up with articles that are both engaging and informative
to help boost a website's presence and audience reach.
Select one:
a.
Illustrators
b.
Sales and Marketing Manager
c.
Copy Writing
d.
Article and Blog Writing
Question 10
Correct
Mark 1.00 out of 1.00

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Question text
They use software to plan, design, and create games for use on various platforms like smartphones, game
consoles, and computers.
Select one:
a.
Game Developer