In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?
A. Ensure that the Care Plan is created, communicated and agreed with customer.
B. Inform and train the customer about the NSN Care service delivery processes and practices.
C. Organize site access for NSN maintenance personnel.
D. Make sure that the customer has accepted the network elements with acceptance certificates.
What is the MAIN customer relationship activity performed by the Care Program Manager?
A. Acts as deputy for the Account Manager.
B. Acts as primary interface towards the customer for all NSN-related activities and issues.
C. Acts as primary interface towards the customer for the Project Life Cycle activities and issues.
D. Acts as primary interface towards the customer for Care-related activities and issues.
How can the Care Program Manager monitor GCC performance?
A. Via monthly report distributed by GCC Engagement Team in most regions.
B. The Resolve tool provides a report.
C. With the monthly CDB report.
D. The Care Program Coordinator provides a report.
What is the Assist tool?
A. A relational Database.
B. A knowledge management tool.
C. A helpdesk data entry tool.
D. We don't use this tool in NSN Care.
Who is responsible for commercial and relationship escalation towards the customer?
A. Care Program Manager.
B. Care Program Manager supported by CT Head.
C. CT Head supported by Care Program Management.
D. Care Program Manager supported by Project Manager.
The largest impact on the SPC rate comes from:
A. the utilization ratio.
B. the total headcount.
C. internal allocations.
D. management overhead.
It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?
A. All form SAP / accounting system.
B. All from NELLE.
C. SAP for April and May, NELLE for June.
D. All from Invoicing tool.
Who is the person responsible for following up on case handling?
A. Customer Performance Manager (CpFM).
B. Care Program Manager.
C. Care Program Coordinator.
D. Care Technical Manager.
Variable costs:
A. vary with the volume of production.
B. vary according to an index.
C. are same as OPEX costs.
D. is an efficiency ratio.
How do you prove that you are in control of your financial processes?
A. You can always explain the deviations.
B. You do not exceed the cost base-line for the half-year.
C. There are no big deviations between forecast and actual.
D. You delegate completely to FandC.
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