Fundamentals of Business Process Outsourcing

1. Dashboard
2. My courses
3. MIS6312
4. Week 1: Introduction and Overview of the Business Process Outsourcing Industry
5. Assignment 1
Question 1
Correct
Question text
The move of this company to outsource its IT services was the first to impact the growth of BPO industry
in history
Select one:
d.Eastman Kodak
Question 2
Question text
This country is the biggest outsourcing client of the Philippines
Select one:
a.United States of America
Question 3
Question text
This one of the factors that influence the evolution and growth of BPO.
b.Consumer Behavior

Question 4
Question text
This advancement in technology is one key driver in the development of BPO
Select one:
c.information and communication technology
Question 5
Question text
This country is the closest rival of the Philippines as an outsourcing destination.
Select one:
d.India
Question 6
Question text
It is the first international company that established the first contact center in the Philippines
Select one:
b.Accenture
Question 7
Question text
This legislation was passed in 1995 which provides tax incentives to budding BPO, also known as the
Special Economic Zone Act
 c.Republic Act 7916
Question 8
Question text
This rating has made Filipino BPO employees distinct compared to their Indian counterparts.
c.fluency in English
Question 9
Question text
Looking at profitability, this is the key driver for companies to offshore some of their operations.
d.Labor cost
Question 10
Question text
What is the meaning of BPO?
c.Business Process Outsourcing

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

Assignment 2
Question 1
Question text
The installation of high-speed transatlantic fiber-optic cables, along with improved telecommunication
infrastructure in developing countries, has rapidly reduced the cost and increased the capacity of long-
distance communication.
Select one:
True
Question 2
Question text
Those who perform tasks whose information intensity is high and whose performance does not need
physical presence or personal face-to-face interaction with clients cannot be disaggregated and sourced
from separate locations.
False
Question 3
Question text
Frank Holz became one of the key figures that helped foster the local IT-BPO industry when he developed
the Accenture Global Resource Center in Manila in 1992.
Select one:
True
Question 4
Question text
The government is very slow to pass key legislative changes that favor global organizations looking to
outsource to the Philippines.
False
Question 5
Question text
To remain on top of the BPO Industry, the Philippine government should leave the private sector to make
their own initiatives to improve workers' skills further.
False
Question 6
Question text
Western countries have been sending positions overseas, creating more jobs, and optimizing efficiency
while cutting costs.
Select one:
True
Question 7
Question text
The BPO industry is the country's lowest foreign exchange earner.
False
Question 8
Question text
In 2015, the Philippines was hailed as the world's BPO capital.
False
Question 9
Question text
The BPO industry has exploded due to shifts in social media use, the concurrent demand for multichannel
communication, and change in consumer behavior.
Select one:
True
Question 10
Question text
In 1995, the Philippine Congress passed the Special Economic Zone Act, l increasing the area requirements
for development and offering higher tax incentives to foreign investors.
False
Week 2: Business Process Outsourcing Definitions,Terminologies, and Languages

Assignment 3

Question 1
Question text
It is the ability to engage customers across multiple contact channels while ensuring intelligent and
seamless integration of information across those channels.

Select one:

a.Omnichannel Customer Support

Question 2
Question text
This type of support service provides both employees and customers that can efficiently evaluate issues
and even offer technical support.

c.Help Desk Support

Question 3
Question text
It is when a BPO company contracts non-core business operation such as accounting services, IT services,
human resources, and quality assurance

c.Back Office

Question 4
Question text
It is a form of outsourcing where companies contract with a third-party provider on high-value services

d.KPO/ Knowledge Process Outsourcing

Question 5
Question text
It is the best-known form of outsourcing, where brands contract traditional contact center functions like
voice, chat, and social media-based customer service to an outside service provider.

d.CCO/ Contact Center Outsourcing or Call Center Outsourcing

Question 6
Question text
It is used by firms to complete legal services, often at a cheaper cost for labor-intensive types of jobs

Select one:

a.LPO/ Legal Process Outsourcing

d.Medico-Legal

Question 8
It is the practice of designating a part of the responsibilities and duties under a contract to another party
or the subcontractor.

Select one:

a.Subcontracting

Question 9
Question text
It is a scope of BPO when a company outsource services from other countries not within its boarder or
within its country of operations.

c.Offshoring

Question 10
Question text
It is the interaction between customer and brand as made possible by technology

b.Digital Experience (DX)

Assignment 4

Question 1
Question text
Medico-legal experts cannot apply their expertise in case laws where the cause of action has arisen in
hospitals, nursing homes, doctors' clinics, or diagnostic centers.

False

Question 2

Question text
Multichannel Customer Support means customer support or service using more than one distinct channel
integrated into a seamless communication experience with the customer.

False
Question 3
Correct

Question text
Legal Research service does not help attorneys meet strict deadlines and fulfill unpredicted client
requirements.

Select one:

True

False

Question 4
Correct

Mark 0.00 out of 1.00

Flag question

Question text
Legal outsourcing, (LPO) refers to the practice of a law firm or corporation to outsource legal support
services to the Justice Department of government.

Select one:

True

False

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
24/7 customer service is the current expectations of consumers, especially of high-end products

Select one:

True
 False

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
KPO or Knowledge Process Outsourcing is more involved in recruiting individuals with an advanced
degree or expertise in specialized areas.

Select one:

True

False

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Paralegal Service is carried out using a variety of resources like newspapers, books, journals,
periodicals, and several other online sources.

Select one:

True

False

Question 8
Correct

Mark 1.00 out of 1.00

Question text
In an outsourced call center, employees always work as a team and have more interaction, which results in
the immediate spread of information across the customer service department.

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
A strong customer experience should not be taken seriously because it will not result in more customers,
sales, and loyalty.

Select one:

True

False

Check

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Managing a business on the right track means customers are on top of the priority list.

Select one:
 True

False
Assignment 5
Question 1
Correct

Mark 0.67 out of 1.00

Flag question

Question text
It is the element that determines the company's procedures, rules, and guidelines as adopted by
management.

Select one:

a.

Span of control

b.

Formalization

c.

Departmentalization

d.

Specialization

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This element in organizational structure development ensures that all employees have specific duties that
they are expected to perform based on each employee's work experience, education, and skills.
Select one:

a.

Work specialization

Question 3
Correct

Mark 0.67 out of 1.00

Flag question

Question text
The pyramid-shaped organizational chart we referred to earlier is known as a hierarchical org chart.

Select one:

a.

Matrix

b.

Tall Structure

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This group consists of members elected by the corporation's shareholders or founders and sets the
strategy for the company

Select one:

a.

Management Team

b.
Executive Team

c.

Middle Management

d.

Board of Directors

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
It is simply the pattern or network of the division of these roles and responsibilities. It explains tasks to be
performed by who

Select one:

a.

organization goals

b.

organizational structure

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This was a departure from what is known as a highly structured work environment by getting rid of bosses
and job titles in favor of empowered employees

Select one:

a.
halocracy

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This structure is used by companies with few levels between upper management and staff-level employees

Select one:

a.

divisional

b.

network structure

c.

flat organizational structure

Question 8
Correct

Mark 0.67 out of 1.00

Flag question

Question text
Corporations need this structure to establish internal control

Select one:

a.

decision making

b.

hierarchy
Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This structure is meant to disrupt the traditional hierarchy, focusing more on problem-solving,
cooperation, and giving employees more control.

Select one:

a.

Tall

b.

Flat

c.

Divisional

d.

A team organizational structure

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This system allows all levels of management the opportunity to give input on big-vision goals and
objectives.

Select one:

a.

span of control
 b.

network

c.

decentralized

Assignment 6

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
To achieve common goals, people within the organization should not share roles and responsibilities.

Select one:

True

False

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
An organizational structure demonstrates the hierarchy, roles, and responsibilities of people in the
organization

Select one:

True

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Since tall organizations generally have fewer employees reporting to each manager, the managers can
provide greater supervision

Select one:

True

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Middle managers are not expected to contribute at an individual, but only at a management level, to
avoid substantially increase their workload.

Select one:

True

False

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
An ineffective structure can cause significant problems for a company, including lost profits, rapid
employee turnover, and loss of productivity
Select one:

True

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Having a strong organizational structure is paramount to the success of any business.

Select one:

True

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Many start-up businesses use a horizontal organizational structure before they grow large enough to
build out different departments.

Select one:

True

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
In a flat organization, the payroll clerk reports directly to the chief financial officer, who should be
reporting to a human resources compensation and benefits manager

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The company's chief executive officer is not allowed to have a seat on the board of directors to
concentrate and be more responsible for overseeing the company's operations.

Select one:

True

False

Question 10
Correct

Mark 0.00 out of 1.00

Flag question

Question text
Tall structures facilitate faster innovation or important changes due to increased bureaucracy.

Select one:

True

False

Assignment 7
Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This component tells how the company differentiate itself on factors such as product quality, price, service,
brand image customization, among others.

Select one:

a.

Staging

b.

Competitive Advantage

c.

Differentiators

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
In Strategy Diamond, it identifies the areas the company will focus its activity, products, market segment
to serve, what value-chain activities to take on (e.g., design, manufacturing, selling, distributing, etc.).

Select one:

a.

Vehicles

b.
Arenas

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This is an analytical tool with several variations and contexts. It can be applied in different categories of
work where an overall picture is needed.

Select one:

a.

conceptual framework

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This business framework allows managers to quickly summarize these potential growth strategies and
compare them to the risk associated with each one.

Select one:

a.

Product Leadership

b.

Strategy Diamond

c.

Value Discipline

d.
Ansoff Matrix

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
It tells that each business strategy should describe how profits will be generated according to Strategy
Diamond.

Select one:

a.

Economic logic

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This is about consistently striving to provide your customers with leading-edge products or useful new
applications of existing products or services.

Select one:

a.

Product Leadership

Question 7
Correct

Mark 1.00 out of 1.00

Flag question
Question text
This is the Value discipline of companies which do not deliver what the market wants, but what a specific
customer wants.

Select one:

a.

Customer Intimacy

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This Business Framework model helps in determining how competitive an industry is based on five
different factors.

Select one:

a.

Ansoff Model

b.

Porter's The Five Forces

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The first value discipline is providing customers with reliable products or services at competitive prices,
delivered with minimal difficulty or inconvenience.

Select one:

a.
Product Leadership

b.

Relative Growth

c.

Operational Excellence.

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
These are useful tools that help to analyze business issues and structure of thinking.

Select one:

a.

Business Frameworks

Assignment 8
Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Build-Operate and Transfer model mostly handles proprietary and core business functions, which are
retained consciously by the parent organization for greater ownership and control.

Select one:

True

False
Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Strategy Diamond explains what strategy truly means and is a great framework to distinguish the
different elements that make up a good strategy.

Select one:

True

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
In BCG Growth Share Matrix, Stars are business units with a high market share (potentially market leaders)
in a fast-growing industry.

Select one:

True

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
An operational QA framework takes a top-down approach, where senior leadership influences your
contact center goals and culture.
Select one:

True

False

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Product leaders avoid bureaucracy at all costs because it slows down the commercialization of their ideas.

Select one:

True

False

Question 6
Correct

Mark 0.00 out of 1.00

Flag question

Question text
Organization generally outlines company policies, including guiding principles on behavior, employment
and promotion, risk management procedures, and managers' open-door policy. This one of the elements
of BPO Operational Frameworks.

Select one:

True

False

Question 7
Correct

Mark 1.00 out of 1.00

Question text
Customer intimate companies know that their clients have a hierarchy of needs beyond their requirement
for a product and instead have a broader, underlying problem that they are trying to solve.

Select one:

True

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Operationally excellent companies deliver a combination of quality, price, and ease of purchase that no
one else in their market can match. Their value proposition to provide specific customers with the
products they want.

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Joint Venture model aims at improving the efficiency of a company process by working closely with
the firm. Both vendors and companies share the risk associated with the process.

Select one:
 True

False

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
A good business framework creates an organizational environment in which people think and act for
themselves yet collaborate to achieve common goals and objectives.

Select one:

True

False

Assignment 9

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Communication is a vehicle of inspiration for transformational leaders; they use words to encourage
others and inspire action.

Select one:

True

Question 2
Correct

Mark 1.00 out of 1.00

Question text
An essential component of operationalizing the organization's strategic plan is allocating resources where
they will make the most impact.

Select one:

True

Question 3
Correct

Mark 0.00 out of 1.00

Flag question

Question text
Business Development is an organization's process of defining its strategy or direction and making
decisions on allocating its resources to pursue this strategy. The Balance Scorecard provides organizations
with insight into stumbling blocks that prevent growth and innovation.

Select one:

True

False

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This strategic framework model gives companies step-by-step insight into their growth and the achievement of their
ultimate strategic goal.

Select one:
 a.

McKinsey Three Horizons of Growth

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This leadership theory is the concept of identifying and leveraging your own strengths and others'
strengths to achieve results.

Select one:

a.

Transformational

b.

Strengths-Based Leadership

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
For a manager to achieve greater job satisfaction and career success, align the organization's vision,
mission, strategies, leadership, systems, structure, and cultures

Select one:

True

Question 7
Correct

Mark 1.00 out of 1.00

Question text
Leadership is a discipline that consists of a set of five general functions: planning, organizing, staffing,
leading, and controlling

Select one:

True

False

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Leadership is a discipline that consists of a set of five general functions: planning, organizing, staffing,
leading, and controlling

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This leadership concept evolved into trait-based theories of leadership, which defined leadership by a
leader's characteristics, most of which were considered innate
Select one:

a.

The Great Man Concept

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Leadership theory scholar Dr. Peter Northouse defines leadership as "a process whereby an individual
influences a group of individuals to achieve a common goal."

Select one:

True

Assignment 10
Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The four dimensions of EQ are high self-awareness, social awareness, self-management, and good social
skills.

Select one:

True

Question 2
Question text
LMX theory explains that in any group or organization, there are in-group members and out-group
members. In-group members work well with the leader, have a personality that fits with the leader's, and
are often willing to take on extra tasks or responsibilities.
Select one:

True

Question 3
Question text
This type of leadership is committed to a collective good and raises the level of motivation and morality
among its members.

Select one:

a.Transformational

Question 4
Question text
The mission statement describes what the organization aspires to be; it describes the "future state"
organization.

False

Question 5
Question text
The OGSM Model integrates financial measures with other objectives and key performance indicators
related to customers, internal business processes, and capacity.

False

Question 6
Question text
This strategic planning framework is widely believed to have been brought to America from Japan in the
1950s with roots in Total Quality, but the precise origin of the framework is unknown. Since implemented
by P&G, OGSM has been used by Fortune 500 companies around the globe.

d.OGSM MODEL

Question 7
Question text

The manager's job is to find a way to turn a team member's skill and talent into a higher level of
performance. This is stated in Principle #5- Know the Business.

False

Question 8
Question text
The Balance Scorecard recognizes that the way to bring a strategy alive is to create a meaningful Vision
and Mission in any strategic planning process.
 False

Question 9
Question text
The Three Horizons of Growth is best for organizations with no formal strategic framework, those who
have experienced rapid growth (or rapid decline), entities who have currently undergone
mergers/acquisitions, or any organization that continually struggles to reach its financial targets.

Select one:

True False

Question 10
Correct

Mark 1.00 out of 1.00

Question text
Transformational leaders have this uncanny ability to make you want to follow the vision they establish.

Select one:

d.Charisma

Assignment 11

question 1
Incorrect

Mark 0.00 out of 1.00

Flag question

Question text
Using Six Sigma Framework does not necessarily end bad customer experience.

Select one:

True

False

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
To determine the type of customer you want for your business, you need to analyze first the industry you
operate in

Select one:

True

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This generational group tends to consume traditional media sources namely, TV, radio, and printed
material such as newspapers and magazines for news and information.

Select one:

a.

Baby Boomers

Question 4
Correct

Mark 0.67 out of 1.00

Flag question

Question text
These are goal statements which indicate what is critically important for an organization in delivering
Customer Service Strategy.

Select one:

a.

Strategic Plan

b.
Strategic Themes

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Most businesses (even retailers) have multiple touch points with customers through a range of channels
(like social media and apps).

Select one:

True

Question 6
Correct

Mark 0.00 out of 1.00

Flag question

Question text
Traditional media marketing sources should be considered as well as less interactive online marketing
approaches such as email marketing, which can reach Baby Boomers audience at a lower cost than using
traditional media.

Select one:

True

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The following elements should be the top considerations for your framework for customer service
excellence: Digital marketing strategy with an omni-channel focus Modern phone system

Select one:
 True

False

Question 8
Not complete

Marked out of 1.00

Flag question

Question text
These are two ways of increasing communication with your customers.

Select one:

a. Customer feedback and contact programs

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
It involves putting systems in place to maximize your customers' satisfaction with your business.

Select one:

a.

Customer Support

b.

Customer Excellence

c.

Customer Service

d.

Customer care
Assignment 12

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Customer Service Strategy provides a consistent customer experience throughout the customer journey.
Improved customer experience results in a more loyal customer base

Select one:

True

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
For accounting, budget and other employees in administrative roles, customer care should be a core
element of their job description and training, and a core criterion in recruiting.

Select one:

True

False

Question 3
Correct

Mark 1.00 out of 1.00

Question text
Different demographic groups tend to favor different types of media, so detailed knowledge of your
customer base will help you in devising a marketing campaign to reach them.

Select one:

True

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Customer Service Excellence refers to a department of one or more people that provide support by
answering inquiries and addressing problems for customers.

Select one:

True

False

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This group is much more likely to use various forms of social media as their main source of media
consumption.

Select one:

a.

Millennials
Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Having a successful customer support function does not mean being accessible to customers on multiple
communication channels

Select one:

True

False

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This group falls between the Baby Boomers and the Millennials both chronologically and in terms of their
media consumption habits.

Select one:

a.

Generation X

Question 8
Correct

Mark 1.00 out of 1.00

Flag question
Question text
This is the goal of Customer Service Strategy which aims to bring professional, high-level customer service
concepts into common currency by offering a unique improvement tool to help those delivering services
put their customers at the core of what they do.

Select one:

a.

Customer Care

b.

Customer Support

c.

Customer Service Strategy

d.

Customer Service Excellence

Question 9
Correct

Mark 0.00 out of 1.00

Flag question

Question text
As products and services began to infiltrate the market and competition increased, companies realized
they do not need to set up any level of support to delight customers after the sale.

Select one:

True

False

uestion 10
Not complete

Marked out of 1.00

Question text
This strategy has been developed by outlining a framework which sets out how the company progress the
work that needs to be done to demonstrate commitment to customer service excellence.

Select one:

c.Customer Service Excellence

Assignment 13

Question 1
Correct

Question text
Talent management does not need updated technology

False

Question 2
Question text
The Harvard Model maps the connection between the external and environmental factors and explores
how human resource management adapts to changes in the context.

False

Question 3
Question text
SEITON: Things must be kept in order so that they are ready to use when needed. It means:

Select one:

a.Put things in order

Question 4
Correct

Question text
The Harvard Model is operating with five significant components: situational factors, stakeholder interests,
HRM policies, HRM outcomes, and long-term consequences the organization is set out to accomplish.

Select one:
 True

Question 5
Correct

Question text
Talent Management only requires posting job vacancies in newspaper.

False

Question 6
Correct

Question text
It is a strategy for attracting, recruiting, retaining, and developing people.

d.Talent Management

Question 7
Correct

Question text
Warwick Model emphasized that remodeling HR does not rely primarily on HR functions, however. He
stressed that CEO, together with senior management, also has a significant part to play in the process.

False

Question 8
Question text
It is a Japanese term that means continuing improvement of improvements.

Select one:

a.Kaizen

Question 9
Question text
The strength of the model is that it identifies and classifies important environmental influences on HRM.

d.Warwick Model

Question 10
Question text
HRM practices that encourage high knowledge, skills and abilities can be emphasized to link human
capital and organizational performance

Select one:

True
Assignment 14

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
HR SERVICE Delivery is the optimization of talent resources which focus on scheduling, time and
attendance.

Select one:

True

False

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This level introduces Areas of Expertise (AoE) such as coaching, improving employee performance, social
learning, career planning, and evaluating, according to ASTD Model

Select one:

a.

Environmental level

b.

Focus level

Question 3
Correct
Mark 1.00 out of 1.00

Flag question

Question text
In leveraging human capital, it is important that HR practices cannot be implemented in isolation.

Select one:

True

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This model considers professional development as the key to personal and company success

Select one:

a.

Kaizen

b.

Warwick Model

c.

ASTD Competency Model

Question 5
Correct

Mark 1.00 out of 1.00

Flag question
Question text
This model is centered around people of the organization and the role they play in the grand scheme of
things.

Select one:

a.

Harvard Model

b.

Warwick Model

c.

Ulrich Model

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
HR programs that are synchronized and complement each other also have additive effects through
boosting empowerment among employees

Select one:

True

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Dynamic capabilities allow organizations to gain a competitive advantage and to help organizations avoid
the rigidity of developing static competencies

Select one:

True
Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Execution level focuses on four crucial professional roles: learning strategist, project manager, business
partner, and professional specialist according to Kaizen.

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Foundational level includes essential competencies: personal, interpersonal, and managerial. This is
according to Ulrich Model

Select one:

True

False

Question 10
Correct

Mark 1.00 out of 1.00

Flag question
Question text
SEIKETSU (Discipline) Success depends on discipline, therefore, discipline is a potential to success.

Select one:

True

False

Assignment 15

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Voluntary Code of Practices in BPO and ICT does not include in its provision the knowledge about
labor laws, relations and standards.

Select one:

True

False

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
It is a landmark legislation in the history of the Philippines. Not only has this law made the country a
legitimate player in the global marketplace.

Select one:
 a.

Ease of Doing Business Act

b.

Code of Voluntary Ethics for Decent Work

c.

DICT Act

d.

Electronic Commerce Act

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
There is no Special Economic Zone operating in the National Capital Region

Select one:

True

False

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Electronic Commerce Act does not recognize electronic signature in any transaction.

Select one:

True
 False

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
According to this law, Department of Information and Communications Technology (DICT) shall be the
primary policy, planning, coordinating, implementing, and administrative entity of the Executive Branch of
the government that will plan, develop, and promote the national ICT development agenda.

Select one:

a.

PEZA ACT

b.

Republic Act 10844- The DICT Law

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The E-Commerce Act did not include cable, broadcast, and wireless physical infrastructure within the
activity of telecommunications. (section 28).

Select one:

True

False

Question 7
Correct
Mark 1.00 out of 1.00

Flag question

Question text
The global foothold of the Philippine IT-BPM industry is largely attributable to the strong skills of the
Philippine labor force

Select one:

True

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Data Privacy Act was passed in accordance with the Philippines agreements under ASEAN Vision 2020
and at the urging of the growing business process outsourcing industry.

Select one:

True

Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The partnership between this national agency and the industry sector representatives, resulted in the
creation of the Service Management Program (SMP), a specialization track for business and IT schools that
aim at developing manpower suited for the IT-BPM industry.

Select one:

a.

DTI
 b.

TESDA

c.

Commission on Higher Education

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Philippines has been an outsourcing destination of choice for 30 years and has built an incredibly
sophisticated industry, and a string regulatory environment in support of the sector.

Select one:

True

Assignment 16

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This authority oversees and administers Philippine tax exemptions, and other beneficial incentives to
foreign investors, developers, and operators of business in economic zones areas

Select one:

a.
Philippine Economic Zone Authority

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This commission oversees administering and implementing the DPA. It is also tasked to monitor and
ensure compliance of the Philippines with international standards for personal data protection.

Select one:

a.

Employees Compensation Commission

b.

National Privacy Commission (NPC)

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Development of a National Broadband Plan to accelerate the deployment of fiber optic cables and
wireless technologies to improve internet speed is a provision of the Data Privacy Act.

Select one:

True

False

Question 4
Correct

Mark 1.00 out of 1.00

Question text
This Philippine government agency assured the Information Technology and Business Process
Management (IT-BPM) industry that it can rely on the government as its partner in carrying out plans.

Select one:

a.

Department of Trade and Industry

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
As an enabler of business, the Philippine government provides IT-BPM firms with one of the best
investment environments so that they can operate their enterprises productively.

Select one:

True

False

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
BPO services such as healthcare information management, knowledge process outsourcing, engineering,
animation, and software development are gaining prominence in the global BPO sector and are in a
higher growth pace vis-à-vis voice-based businesses.
Select one:

True

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Coupled with Filipinos' hard work and openness to learning, these two existing advantages provide
investors with a strong advantage once they set up shops in the country.

Select one:

True

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
An Act Providing for The Recognition And Use Of Electronic Commercial And Non-Commercial
Transactions, Penalties For Unlawful Use Thereof, And Other Purposes is also known as Republic Act
10844.

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Question text
This law protects the fundamental human right to privacy of communication while ensuring free flow of
information to promote innovation and growth.

d.Data Privacy Act

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Foreign investors stand to benefit from the business environment that is conducive for growth and
scalability.

Select one:

True

Assignment 17

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Risk Landscape Components section briefly describes the four primary components that make up any
risk scenario.
Select one:

True

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Over 800 BPO companies from all over the world have currently been outsourcing their call centers in the
country for years.

Select one:

True

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This framework can be performed in a workshop-style, collaborative setting and is supported with
guidance, worksheets, and questionnaires.

Select one:

a.

FAIR

b.

Risk Assessment Framework

c.

OCTAVE S

d.
OCTAVE Allegro

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This PHASE 1 OF OCTAVE Method, which is an evaluation of the information infrastructure. The analysis
team examines network access paths, identifying classes of information technology components related to
each critical asset.

Select one:

True

False

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The intended audience for the OCTAVE method is large organizations with 300 or more employees

Select one:

True

False

Question 6
Correct

Mark 1.00 out of 1.00

Question text
These methods are those that enable us to assign values of occurrence to the various risks identified, that
is, to calculate the level of risk of the project.

Select one:

a.

Quantitative methods

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Risk analysis is useful in many situations, such as improving safety and managing potential risks in the
workplace.

Select one:

True

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
These foreign companies believe that Filipinos are customer-centric and are easy to talk to

Select one:

True
Question 9
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Risk audit is the examination and documentation of the of all situations on how company assets are
utilized.

Select one:

True

False

Question 10
Correct

Mark 1.00 out of 1.00

Flag question

Question text
The Philippines continuously impress businesspeople around the world with this recognition as:

Select one:

a.

IT Capital

b.

Investors' Capital

c.

Call Center Capital

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
By putting together the information assets, threats, and vulnerabilities, the organization can begin to
understand what information is at risk.

Select one:

True

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Developing checklists and procedures for the auditing process to ensure the process is thorough, should
be done in onsite Risk Auditing

Select one:

True

False

Question 3
Correct

Mark 1.00 out of 1.00

Question text
This framework is a model that is based on the factors that contribute to risk and how each of them affects
each other.

Select one:

a.

Risk Analysis

b.

OCTAVE ALLEGRO

c.

OCTAVE S

d.

Factor Analysis of Information Risk (FAIR)

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
OCTAVE-S is performed by an analysis team that has extensive knowledge of the organization

Select one:

True

Question 5
Correct

Mark 1.00 out of 1.00

Question text
A risk analysis model cannot be used to make choices or decisions, that may help to avoid or mitigate risk.

Select one:

True

False

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
To be called a BPO Capital, a country should be swarmed by at least hundreds of companies worldwide.
How many call centers are now currently operating in the Philippines.

Select one:

a.

300

b.

600

c.

1200

d.

800

Question 7
Correct

Mark 1.00 out of 1.00

Question text
Assessing and managing risk is a high priority for many organizations and given the turbulent state of
information security vulnerabilities and the need to be compliant with so many regulations, it is a big
challenge.

Select one:

True

Question 8
Correct

Mark 0.00 out of 1.00

Flag question

Question text
This Risk Framework defines a comprehensive evaluation method that allows an organization to identify
the information assets that are important to the mission of the organization, the threats to those assets,
and the vulnerabilities that may expose those assets to the threats.

Select one:

a.

OCTAVE METHODOLOGY

Question 9
Incorrect

Mark 0.00 out of 1.00

Flag question

Question text
Checking existence of policy and procedures which may influence risk management, is done after the Risk
Audit
Select one:

True

False

Assignment 19

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Most freelancers typically juggle multiple projects at the same time simply because the flexibility of this
setup allows them to

Select one:

True

Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
They use their creative and technical skills to capture images of people, events, places, food, wildlife,
nature, and more.

Select one:

a.

Photography

Question 3
Correct
Mark 1.00 out of 1.00

Flag question

Question text
They act as the link between company management and its employees. They oversee planning,
coordination, and execution of different administrative functions in a company.

Select one:

a.

Game Developer

b.

Social Media Coordinator and Community Manager

c.

Human Resource Manager

Assignment 20

Question 1
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This business set up for an individual owner is registered in DTI (Department of Trade and Industry)

Select one:

a.

Sole Proprietorship
Question 2
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Freelancers are always happy.

Select one:

True

False

Question 3
Correct

Mark 1.00 out of 1.00

Flag question

Question text
BPO companies have become aware of providing long-term career growth opportunities to counter
attrition, continuing to provide higher value-added activities such as Knowledge Process Outsourcing

Select one:

True

Question 4
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This is a person who conducts business via the internet.
Select one:

a.

Security Analyst

b.

Web Designer

c.

Online Entrepreneur

Question 5
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This is a government agency where partnerships and corporations register to formally establish a business.

Select one:

a.

Securities and Exchange Commission

Question 6
Correct

Mark 1.00 out of 1.00

Flag question

Question text
This expertise covers a lot of disciplines and areas, however, it mainly refers to the use of visual imagery to
convey both emotion and information. It could be used to promote or advertise products or simply for
purely design purposes.

Select one:

a.
Software Development

b.

Graphic Design

Question 7
Correct

Mark 1.00 out of 1.00

Flag question

Question text
Get rid of the limitations in doing your business before identifying them

Select one:

True

False

Question 8
Correct

Mark 1.00 out of 1.00

Flag question

Question text
If you would use video to help promote and increase brand awareness, you must partner with an expert
photographer

Select one:

True

False

Question 9
Correct

Mark 1.00 out of 1.00

Question text
Hiring a Marketing Consultant will help in interpreting, comprehending, and translating messages from
one language to another.

Select one:

True

False

Question 10
Correct

Mark 0.67 out of 1.00

Flag question

Question text
This type of business involves joining of two people or companies together to form a business.

Select one:

a.

Partnership