Board Roll no. CBSE-2009
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Subject Code - (724)
Class XII (Theory)
Time Allowed 3 Hours Max Marks: 60
Time Allowed 3 Hours Max Marks: 60
Business Process Outsourcing Skills
Instructions:
1. All questions in both the sections are compulsory.
2. Marks for questions are indicated against each.
3. Part A -Question Nos. 1-5 are very short- answer questions carrying 1 mark each. They are required to be answered in one sentence each
4. Part B -Question Nos. 6-10, are short-answer questions carrying 2 marks each. Answer to them should not exceed 60 words each.
5. Part C -Question Nos. 11-20, are also short- answer questions carrying 3 marks each. Answer should not exceed 70 words each.
6. Part D- Three Questions from 21-23 are long-answer questions carrying 5 marks each. Answer to them should not exceed 100 words each.
Part A
1. What does the acronym ITeS mean? (1)
2. What does IPA stand for? (1)
3. Write ten rupees and 5 paise in decimals. (1)
4. What is OJT? (1)
5. Define Critical To Quality (CTQ). (1)
Part B
6. Define the term Exception? What could be the possible causes of it? (2)
7. Differentiate between plosive & fricative sounds? (2)
8. What is difference between Instructor training and E-learning training programmes? (2)
9. What is a) video-conferencing b) Web conferencing? (2)
10. Define terms: Quality and Metrics (2)
Part C
11. Discuss future potential of BPO industry. (3)
12. Discuss BPO as a Boon for India. Write down any two apprehensions it faces presently in India. (3)
13. Explain briefly the various threats and challenges that BPO industry faces today. (3)
14. Write a note on - Creating a training plan (3)
15. Differentiate between active/ passive listening? (3)
16. How would you describe the importance of a customer? Illustrate the needs of a customer (3)
17. Discuss the importance of Customer feedback. Name some of the common ways to collect feedbacks. Write some of the features of a feedback form. (3)
18. Explain the difference between telephonic communication and face to face communication (3)
19. Explain in detail:
(i) Process Ramp up/ Ramp
(ii) Mapping of Adapted Process
(3)
20. Explain key principles in designing process improvements. (3)
Part D
21. Discuss
(i) Process improvement as a concept of organizational change in BPO industry
(ii) Documentation of Process Improvements. (2½x2=5)
22 Examine the process of Change Management keeping in view the BPO industry .Identify Key steps in Change Management. (2½x2=5)
22. Explain the following concepts:
(a) Diphthongs
(b) Articulation
(2½x2=5)
Instructions:
1. All questions in both the sections are compulsory.
2. Marks for questions are indicated against each.
3. Part A -Question Nos. 1-5 are very short- answer questions carrying 1 mark each. They are required to be answered in one sentence each
4. Part B -Question Nos. 6-10, are short-answer questions carrying 2 marks each. Answer to them should not exceed 60 words each.
5. Part C -Question Nos. 11-20, are also short- answer questions carrying 3 marks each. Answer should not exceed 70 words each.
6. Part D- Three Questions from 21-23 are long-answer questions carrying 5 marks each. Answer to them should not exceed 100 words each.
Part A
1. What does the acronym ITeS mean? (1)
2. What does IPA stand for? (1)
3. Write ten rupees and 5 paise in decimals. (1)
4. What is OJT? (1)
5. Define Critical To Quality (CTQ). (1)
Part B
6. Define the term Exception? What could be the possible causes of it? (2)
7. Differentiate between plosive & fricative sounds? (2)
8. What is difference between Instructor training and E-learning training programmes? (2)
9. What is a) video-conferencing b) Web conferencing? (2)
10. Define terms: Quality and Metrics (2)
Part C
11. Discuss future potential of BPO industry. (3)
12. Discuss BPO as a Boon for India. Write down any two apprehensions it faces presently in India. (3)
13. Explain briefly the various threats and challenges that BPO industry faces today. (3)
14. Write a note on - Creating a training plan (3)
15. Differentiate between active/ passive listening? (3)
16. How would you describe the importance of a customer? Illustrate the needs of a customer (3)
17. Discuss the importance of Customer feedback. Name some of the common ways to collect feedbacks. Write some of the features of a feedback form. (3)
18. Explain the difference between telephonic communication and face to face communication (3)
19. Explain in detail:
(i) Process Ramp up/ Ramp
(ii) Mapping of Adapted Process
(3)
20. Explain key principles in designing process improvements. (3)
Part D
21. Discuss
(i) Process improvement as a concept of organizational change in BPO industry
(ii) Documentation of Process Improvements. (2½x2=5)
22 Examine the process of Change Management keeping in view the BPO industry .Identify Key steps in Change Management. (2½x2=5)
22. Explain the following concepts:
(a) Diphthongs
(b) Articulation
(2½x2=5)
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