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Series: OSR/I

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Roll No.
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Candidates must write the Code on
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ofthe answer-book.
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Please check that this question paper contains 4 printed pages.
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code number given on the right hand side of the question paper should be written on the
title page ofthe answer-book by the candidate.
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Please check that this question paper contains 23 questions.
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Please write down the Serial Number of the question
before attempting it.
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15 minutes time has been allotted to read this question paper. The question paper will be
distributed at 10.15 a.m. From 10.15 a.m. to 10.30 a.m., the students will read the
question paper only and will not write any answer on the answer-book during this period.
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BUSINESS PROCESS
OUTSOURCING SKILLS
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MaximumMarks:60
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IP.T.O.
AglaSem Schools
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General Instructions :
(, All questions are compulsory.
(ii) Marks
for
questions are indicated against each.
(iii) Part A
- Question
Nos 1-5 are Very Short Answer
Questions
carrying I mark each.
They are required to be answered in one sentence each.
(iv) Part B
- Question
Nos. 6-10 are Short Answer
Questions
carrying 2 marl<s each.
Answer to them should not exceed 60 words each.
(v) Part C
- Question
Nos 1l-20 are Short Answer
Questions
carrying 3 marla each.
Answer to them should not exceed 70 words each.
(vi) Part D
- Question
Nos. 21-23 are Long Answer
Questions
carrying 5 marks each.
Answer to them should not exceed 100 words each.
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PART-A
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Define Data Processing.
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What are dependency fields ?
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What are four Ps of customer expectations ?
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What is meant by a disaster ?
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Define a Pilot process.
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What is meant by Knowledge Process Outsourcing ? Name any two companies
offering KPO services.
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What are Diphthongs ? Give example.
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What is process haining ? Explain.
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Explain in briefthe term customer feedback.
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Define 'Benchmarking' in the context ofprocess improvement.
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PART-C
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What are the key skills required to succeed in non-voice based Business Process
Outsourcing
@PO)
process ? Explain.
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What is meant by manner of articulation ? List different ways of articulation.
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Explain in brief the importatrce of Documentation.
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What is instructor led training ?
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List any three expectations which customer may have from the service offered by you.
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What tips will you give to your
junior
to improve his communication skills ? State any
three.
234/t 3
[P.T.O.
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Explain briefly the 'Competitive Edge ensuring low transaction cost'.
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What are Standard Operating Procedures ? Why it is important to define and explain
the SOPs to your team members ? Explain briefly.
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What is the importance of pilot process ? Explain.
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Explain the "Process Migration" in a Business Process Outsourcing (BPO) in detail.
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PART-D
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What are the threats and challenges faced by the Business Process Outsourcing
industry ? Explain the future potential ofBPO industry in India.
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Explain tone ofvoice. What measures you can take to improve the tone ofyourjunior
employee ? Explain.
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What is quality with metrics ? Why quality is important in the service industry ? List
some of the important metrics of quality.
21.
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