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| Section | Weight | Objectives |
|---|---|---|
| Team Management & Leadership | 10% | - Managing service delivery teams - Leadership for SDM roles - Team development and motivation - Cross-functional communication |
| Service Quality & Performance Monitoring | 20% | - Service improvement methodologies - Monitoring and measuring service performance - Quality assurance and compliance - Service reporting and metrics analysis |
| Introduction to Service Delivery Management (SDM) | 20% | - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs - Overview of SDM and role in customer support - Incident and problem resolution fundamentals |
| Customer Relationship Management | 25% | - Building and maintaining customer relationships - Communication and engagement strategies - Handling complaints and escalations - Customer satisfaction measurement and improvement |
| Service Delivery Operations | 25% | - Service continuity and disaster recovery - Service desk operations and best practices - Incident and service request management - Change and release management processes |
Question 1
Who is responsible for managing customer requirements during the Care phase?
A. Care Program Coordinator if assigned, otherwise the Care Program Manager.
B. Care Technical Manager if assigned, otherwise the Care Program Manager.
C. CT Head.
D. Care Program Manager.
Question 2
What needs to be done if a 3rd Party Service Contract is due to expire?
A. The Care Program Manager should inform the Service Engagement Manager.
B. Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.
C. Care Program Manager should inform the Customer to renew the contract directly with the supplier.
D. Care Program Manger should inform Product Line.
Question 3
Who should be the responsible person in NSN to send the expiry notice letter of the Care Contract to the Customer?
A. CT Head or Account Manager.
B. CT F&
C. Account Manager.
D. Care Program Manager.
Question 4
What is CaPM's PRIMARY responsibility in the tendering process?
A. To consult the Service Engagement Manager to ensure availability of price options for Care Services.
B. To help the Account Manager to prepare a Customer Care Contract.
C. To support the Account Manager to negotiate the Care Contract with the Customer.
D. To act as the CT contact to the Care organisation and to support the CT in all tendering activities where Care services are being considered.
Question 5
Which of the following is not included in the SPC rate?
A. Telephone costs.
B. Training costs.
C. Regional management overhead.
D. International travel.
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: D | Question 5 Answer: D |
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