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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Team Management & Leadership | 10% | - Team development and motivation - Cross-functional communication - Leadership for SDM roles - Managing service delivery teams |
| Topic 2: Customer Relationship Management | 25% | - Communication and engagement strategies - Building and maintaining customer relationships - Handling complaints and escalations - Customer satisfaction measurement and improvement |
| Topic 3: Service Quality & Performance Monitoring | 20% | - Service improvement methodologies - Quality assurance and compliance - Monitoring and measuring service performance - Service reporting and metrics analysis |
| Topic 4: Service Delivery Operations | 25% | - Service desk operations and best practices - Change and release management processes - Incident and service request management - Service continuity and disaster recovery |
| Topic 5: Introduction to Service Delivery Management (SDM) | 20% | - Service Level Agreements (SLAs) and KPIs - Customer requirements and expectations - Incident and problem resolution fundamentals - Overview of SDM and role in customer support |
1. When we receive payment for a customer invoice, what financial statement is affected?
A) Profit & Loss and Cash Flow statements.
B) The Profit & Loss statement only.
C) Balance Sheet statement only.
D) Both the Profit & Loss statement and the Balance Sheet.
2. Who is the person responsible for following up on case handling?
A) Care Program Manager.
B) Care Program Coordinator.
C) Care Technical Manager.
D) Customer Performance Manager (CpFM).
3. How do you prove that you are in control of your financial processes?
A) You delegate completely to F&C.
B) There are no big deviations between forecast and actual.
C) You do not exceed the cost base-line for the half-year.
D) You can always explain the deviations.
4. What is the main purpose of Care SWS Preventive Services or Active Software Support (ASWS)?
A) To improve network availability and avoid problems before they occur.
B) To prevent revenue loss for the CT.
C) To provide an up-selling opportunity for CaPMs.
D) to provide a full range of services designed to suit the Communications Service Provider's needs.
5. What is a legally secure contract for NSN and a Customer?
A) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
B) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
C) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
D) Terms and conditions documenting the commitments of both parties needs to be written and signed.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: D |
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