CLASS: U.G. ELECTIVE I
9A366B
St. JOSEPH’S COLLEGE (AUTONOMOUS), TIRUCHIRAPPALLI - 620 002
SEMESTER EXAMINATIONS – APRIL 2009
TIME: 3.00 Hrs.
MAX. MARKS: 100
SEM
SET
PAPER CODE
SUBJECT
IV
2007
07UCO481
ELEMENTS OF BUSINESS PROCESS OUTSOURCING
SECTION - A
Answer all the questions:
20 x 1 = 20
Choose the Correct Answer:
1.
_____________ type of providers handle a wider range or sequence of transactions.
a)
Transactional
b)
Niche
c)
d)
None of these
Comprehensive
2.
Long distance telecom networks are used in _____________
a)
Onshore
b)
Near shore
c)
d)
None of these
Off-shore
3.
Telesales is one of the service of _____________BPO element.
a) Customer interaction service
b) Back office transaction processing
c) HR service
d) Knowledge service
4.
Conversion of medical data from speech or handwritten format to electronic form is called as
_____________
a)
Transcription
b)
Document
c)
d)
None of these
Coding
5.
_____________ is the process of adding value to data to make it highly structured and easily
readability.
a)
Data enrichment service
b)
Editorial services
c)
d)
None of these
Content delivery
State True or False:
6.
Software is not essential for BPO.
7.
The reason for using outsourcing is cost reduction.
8.
NAFTA Agreement was signed in 1994.
9.
Inbound call center is responsible for calling customers for the purpose of telemarketing.
10.
Voice recognition is performed by computer software to convert human speech into electronic.
Fill in the blanks:
11.
Critical activities of outsourcing is _____________ sensitive.
12.
If BPO service provider is located on the shore, this process will be called _____________.
13.
_____________ call centers capabilities ranges from simultaneous interactive voice and data
access over the internet.
14.
HIPAA stands for _____________.
15.
Dispute resolution services are provided by _____________ BPO.
Match the Following:
16.
3D animation
–
a)
Health care service
17.
Market research
–
b)
Data migration
18.
Back office processing
–
c)
Marketing concept
19.
Transcription
–
d)
Entertainment segment
20.
ERP
–
e)
Intelnet Global
SECTION – B
Answer all the questions:
21.
a.
5 x 7 = 35
What are the benefits of BPO?
(OR)
22.
b.
State the reasons for outsourcing.
a.
How to classify the location of service providers?
(OR)
23.
b.
State the advantages that captive BPO units have over third party BPO units.
a.
State the reasons for training needs of employees in BPO companies.
(OR)
24.
b.
What are the various skills needed for outsourcing field?
a.
Describe the structure of the American Health Care Sector.
(OR)
25.
b.
State the various Health care services of BPO.
a.
What are the various H.R. functions in organization?
(OR)
b.
Write a note on media and entertainment BPO.
SECTION – C
Answer any THREE questions:
3 x 15 = 45
26.
Explain the various segments of BPO vendors.
27.
Explain the future prospects for BPO Industry in India.
28.
Describe the employee structure in BPO company.
29.
Write a note about the future trends in Health Care BPO.
30.
Explain the various elements of Bank office transaction processing services.
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