QOS OF CFA NETWORK

E4-E5 CFA
QOS OF CFA NETWORK
Q. 1 , Which sector of the economy involves the extraction or harvesting of products from the earth?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 2 , Which sector of the economy involves the manufacturing of finished goods?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 3 , Which sector of the economy involves the provision of services to the general population and businesses?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 4 , Which sector of the economy consists of intellectual activities?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 5 , Which sector of the economy includes the highest levels of decision-making in a society or economy?

a. Primary sector

b. Secondary sector

c. Quaternary sector

d. Quinary sector

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Q. 6 , Which activity is associated with the primary sector of the economy?

a. Textile production

b. Insurance

c. Agriculture

d. Scientific research

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Q. 7 , Which activity is associated with the secondary sector of the economy?

a. Retail and wholesale sales

b. Healthcare

c. Shipbuilding

d. Tourism

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Q. 8 , Which activity is associated with the tertiary sector of the economy?

a. Mining

b. Textile production

c. Insurance

d. Media

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Q. 9 , Which activity is associated with the quaternary sector of the economy?

a. Agriculture

b. Construction

c. Scientific research

d. Tourism

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Q. 10 , Which activity is associated with the quinary sector of the economy?

a. Entertainment

b. Government

c. Textile production

d. Construction

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Q. 11 , What is the percentage of the labor force in the U.S. that is tertiary workers?

a. Less than 50%

b. Around 60%

c. Around 70%

d. More than 80%

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Q. 12 , Which sector of the economy is growing in developed and developing countries?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 13 , Which sector of the economy includes the production of raw materials and basic foods?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 14 , Which sector of the economy involves metal working and smelting?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 15 , Which sector of the economy involves the packaging and processing of raw materials?

a. Primary sector

b. Secondary sector

c. Tertiary sector

d. Quaternary sector

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Q. 16 , What is the difference between a product and a service?

a. Products are tangible while services are intangible.

b. Products are intangible while services are tangible.

c. Products are bought while services are sold.

d. Products are services while services are products.

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Q. 17 , Which of the following is not a physical distinction of a product?

A) Form

B) Features

C) Ordering ease

D) Style

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Q. 18 , Which of the following is a service distinction related to delivery?

A) Form

B) Installation

C) Performance quality

D) Durability

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Q. 19 , Which of the following is a service distinction related to customer training?

A) Ordering ease

B) Customer consulting

C) Maintenance and repair

D) Customer training

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Q. 20 , Which of the following is a characteristic of services that makes it difficult for customers to judge the quality of the service they've purchased?

A) Form

B) Inseparability

C) Conformance quality

D) Reliability

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Q. 21 , Which of the following is not a part of a service system?

A) Customer

B) Goals

C) Form

D) Input

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Q. 22 , What is a service system?

A) A set of physical objects that process inputs into outputs

B) A configuration of technology and organizational networks designed to deliver services that satisfy the needs of customers

C) A set of interlinked classes of objects

D) An organized set of people who work together to provide a service

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Q. 23 , Which of the following is a part of a service system related to input?

A) Customer

B) Goals

C) Output

D) Process

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Q. 24 , Which of the following is a part of a service system related to goals?

A) Customer

B) Goals

C) Output

D) Process

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Q. 25 , Which of the following is a part of a service system related to process?

A) Customer

B) Goals

C) Output

D) Process

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Q. 26 , Which of the following is a part of a service system related to output?

A) Customer

B) Goals

C) Output

D) Process

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Q. 27 , Which of the following is a characteristic of services that means they cannot be stored for future sale?

A) Form

B) Inseparability

C) Variable

D) Perishability

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Q. 28 , Which of the following is a physical distinction of a product related to durability?

A) Form

B) Features

C) Performance quality

D) Durability

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Q. 29 , Which of the following is a service distinction related to maintenance and repair?

A) Ordering ease

B) Installation

C) Customer training

D) Maintenance and repair

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Q. 30 , Which of the following is not a part of a service system?

A) Human enabler

B) Physical enabler

C) Product

D) Informatics enabler

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Q. 31 , Which of the following is a characteristic of services that means they vary depending on who provides them and when and where they're provided?

A) Intangibility

B) Inseparability

C) Variability

D) Perishability

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Q. 32 , Which of the following is a part of a service system related to human enablers?

A) Customer

B) Goals

C) Output

D) Human enabler

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Q. 33 , Which of the following is a part of a service system related to physical enablers?

A) Customer

B) Goals

C) Output

D) Physical enabler

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Q. 34 , What is a service system?

a) An individual person equipped with tools of the trade

b) A portion of a government agency or business

c) Multinational corporations and their information systems

d) All of the above

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Q. 35 , Which of the following is not a strategy for managing service quality?

a) Demand management

b) Standardization

c) Product differentiation

d) People management

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Q. 36 , What is the value of good service?

a) Service commands price premium

b) Average happy customer tells 5 others

c) Costs 5 times as much to obtain a new customer as keep an existing one

d) All of the above

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Q. 37 , What is the cost of poor service?

a) Customers are 5 times as likely to stop doing business because of poor service than quality or cost

b) 96% never complain

c) 90% stop being a customer

d) All of the above

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Q. 38 , Which of the following is not a dimension of service quality?

a) Reliability

b) Competence

c) Productivity

d) Empathy

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Q. 39 , Which dimension of service quality refers to the appearance of physical facilities, equipment, personnel, and communication materials?

a) Tangibles

b) Responsiveness

c) Assurance

d) Empathy

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Q. 40 , Which dimension of service quality refers to the ability to perform the promised service dependably and accurately?

a) Tangibles

b) Reliability

c) Responsiveness

d) Assurance

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Q. 41 , Which dimension of service quality refers to the willingness to help customers and provide prompt service?

a) Tangibles

b) Reliability

c) Responsiveness

d) Assurance

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Q. 42 , Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to convey trust and confidence?

a) Tangibles

b) Reliability

c) Assurance

d) Empathy

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Q. 43 , Which dimension of service quality refers to caring, individualized attention?

a) Tangibles

b) Empathy

c) Responsiveness

d) Assurance

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Q. 44 , Which dimension of service quality refers to the ability of employees to perform their jobs well?

a) Competence

b) Courtesy

c) Credibility

d) Security

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Q. 45 , Which dimension of service quality refers to politeness, respect, and friendliness of employees?

a) Competence

b) Courtesy

c) Credibility

d) Security

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Q. 46 , Which dimension of service quality refers to the trustworthiness and believability of employees and their communications?

a) Competence

b) Courtesy

c) Credibility

d) Security

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Q. 47 , Which dimension of service quality refers to the physical and emotional safety of customers?

a) Competence

b) Courtesy

c) Security

d) Access

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Q. 48 , Which dimension of service quality refers to the ability of customers to obtain the service easily?

a) Competence

b) Courtesy

c) Security

d) Access

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Q. 49 , Which dimension of service quality refers to the clarity and comprehensibility of communications between customers and employees?

a) Competence

b) Courtesy

c) Communication

d) Understanding the User

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Q. 50 , Which of the following is not a dimension of service quality?

A. Security

B. Communication

C. Cost-effectiveness

D. Tangibles

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Q. 51 , Which dimension of service quality refers to the ability to perform the promised service dependably and accurately?

A. Tangibles

B. Reliability

C. Responsiveness

D. Assurance

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Q. 52 , Which dimension of service quality refers to the willingness to help customers and provide prompt service?

A. Empathy

B. Responsiveness

C. Assurance

D. Competence

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Q. 53 , Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to convey trust and confidence?

A. Empathy

B. Assurance

C. Competence

D. Courtesy

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Q. 54 , Which dimension of service quality refers to caring, individualized attention?

A. Empathy

B. Assurance

C. Competence

D. Courtesy

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Q. 55 , Which dimension of service quality refers to the ability to understand the user's needs and preferences?

A. Access

B. Communication

C. Understanding the User

D. Tangibles

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Q. 56 , Which of the following is a key strategy for managing service quality that involves managing customer expectations?

A. Capacity planning

B. Quality management

C. Demand management

D. People management

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Q. 57 , What is the main challenge in managing service production and consumption processes?

a) Time perishable capacity

b) Problem of peak demand

c) Problem of low demand

d) All of the above

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Q. 58 , Waiting lines in service systems are caused by:

a) Rate of arrivals

b) Rate of service

c) Both a and b

d) None of the above

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Q. 59 , Waiting times should be made proportional to service times by proper segmentation. Which rule does this align with?

a) Shortest processing time rule

b) First come, first served rule

c) Last in, first out rule

d) Random order rule

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Q. 60 , Which of the following is NOT a characteristic of Business Process Re-engineering?

a) Workers make decisions

b) Processes have multiple versions

c) Checks and controls are increased

d) Reconciliation is minimized

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Q. 61 , What is the main objective of Business Process Re-engineering?

a) To reduce costs

b) To improve efficiency

c) To improve service quality

d) All of the above

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Q. 62 , Telecom service providers in India are forced to improve service quality due to:

a) High demand for services

b) Regulatory authorities

c) Limited competition

d) All of the above

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Q. 63 , What does TRAI stand for?

a) Telecom Regulatory Authority of India

b) Telephone Regulation Authority of India

c) Telecommunication Regulatory Agency of India

d) Telephony Regulation Authority of India

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Q. 64 , Which of the following is a benchmark for service quality in telecom sector?

a) TRAI

b) BSNL

c) ISO 9001 certification

d) None of the above

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Q. 65 , What is the main reason for operators to improve the quality of service in telecom sector?

a) High demand for services

b) Competition

c) Regulatory authorities

d) All of the above

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Q. 66 , What is the main focus of telecom service providers in automating their operations?

a) Improving service quality

b) Reducing costs

c) Increasing profits

d) All of the above

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Q. 67 , What is ERP?

a) Electronic resource planning

b) Enterprise resource planning

c) Enterprise record planning

d) Electronic record planning

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Q. 68 , Which of the following is NOT a part of the automated operations of telecom service providers?

a) Telephone order management systems

b) Element management systems

c) Customer relationship management

d) All of the above are a part of the automated operations

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Q. 69 , Which telecom service provider in India is adopting ISO 9001 certification to strengthen its system for consistent delivery of service quality?

a) Airtel

b) Vodafone

c) BSNL

d) Jio

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Q. 70 , What is TRAI?

a) A service provider

b) A regulatory body

c) A telecommunications company

d) An equipment manufacturer

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Q. 71 , What is the time limit for providing a telephone in exchange areas declared as 'On Demand'?

a) 24 hours

b) 48 hours

c) 5 days

d) 7 days

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Q. 72 , What should be the maximum number of faults per month per 100 telephones for basic telephony services?

a) 2

b) 3

c) 4

d) 5

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Q. 73 , What should be the minimum percentage of faults repaired by the next working day for basic telephony services?

a) 75%

b) 80%

c) 85%

d) 90%

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Q. 74 , What should be the maximum Mean Time to Repair (MTTR) for basic telephony services?

a) 6 hours

b) 7 hours

c) 8 hours

d) 9 hours

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Q. 75 , What should be the maximum Grade of Service for the junction between local exchanges for basic telephony services?

a) 0.001

b) 0.002

c) 0.003

d) 0.004

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Q. 76 , What should be the minimum call completion rate in the local network for basic telephony services?

a) 50%

b) 60%

c) 65%

d) 70%

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Q. 77 , How quickly should operator-assisted trunk calls be answered for basic telephony services?

a) Within 30 minutes

b) Within 1 hour

c) Within 2 hours

d) Within 3 hours

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Q. 78 , What should be the promptness in attending to 95% of customer requests for basic telephony services?

a) Within 1 day

b) Within 2 days

c) Within 3 days

d) Within 4 days

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Q. 79 , What should be the maximum percentage of repeat faults for basic telephony services?

a) 0.5%

b) 1%

c) 1.5%

d) 2%

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Q. 80 , What should be the maximum number of faults per 100 subscribers per month for cellular mobile services?

a) 0.5

b) 1

c) 1.5

d) 2

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Q. 81 , What should be the maximum time for clearing faults within 24 hours for cellular mobile services?

a) 90%

b) 95%

c) 99%

d) 100%

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Q. 82 , What should be the maximum accumulated downtime of community isolation for cellular mobile services?

a) 6 hours

b) 12 hours

c) 18 hours

d) 24 hours

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Q. 83 , What should be the minimum call success rate within the licensee's own network for cellular mobile services?

a) 95%

b) 97%

c) 99%

d) 100%

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