Question 1

An organization is aiming to develop a partnership relationship with their service consumers. One of the objectives is to increase the level of trust and customers' satisfaction by establishing a service mindset across the organization. Which initiative is the BEST way to achieve it?

Options :

A : Develop interpersonal skills and service empathy in all teams

B : k

Answer: A

Question 2

There are five key behaviour patterns that reflect organizational needs and the aspirations of practitioners to work in a rewarding environment. These behaviour patterns are intended to appeal to humans’ desire to contribute to something worthwhile, to learn and improve, and to be recognized for their intent and effort.

1 - accept ambiguity and uncertainty

2 - trust and be trusted

3 - think holistically

4 - get entire feedback

5 - continually raise the bar

6 - help get customers’ jobs done

7 - commit to continual learning.

What are NOT some of those behaviours?

Options :

A : 1 and 2

B : 3 and 4

C : 1 and 7

D : 6 ad 7

Answer: B

Question 3

An organization want to create, nurture, and sustain a Lean culture. For that, they adopting an environment where has managers who are supported and incentivized to create a new way.

From the list behaviours in the options below, what is NOT recommendable?

Options :

A : Ask questions if they do not have the information they need.

B : Acknowledge that they heard, avoiding what they heard.

C : Listen to the person, not just the problem.

D : Ask questions focused on things they wonder about, not about what they are thinking.

Answer: B

Question 4

In a digitally-enabled organization adopting chaos engineering, which activity would NOT be a contribution of the 'service continuity management' practice?

Options :

A : Introducing controls for failsafe systems.

B : Considering risks and designing countermeasures.

C : Conducting exercises to test plans.

D : Continually monitoring plans and countermeasures.

Answer: A

Question 5

Approaches with Lean characteristics focus on breaking down large pieces of work into smaller batches.

What is CORRECT about Lean approach?

Options :

A : Small batch sizes help to increase the disruptive effect of changes on product systems

B : The smaller the change, the lower the initiative of fixing that

C : A short lead time is the best way to ensure quality, customer satisfaction, and employee happiness, and a good way to achieve short lead times is by using small batch sizes of work.

D : Reducing the size of changes will increase the chance that they can not be executed so frequently

Answer: C

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