SSON Sep 2021 Course - The P-GBS Foundation Competency Assessment

Thank you for your participation in the Professional GBS Foundation training classes. In order to review and reinforce your knowledge, please answer the following 16 question quiz. When completed you will be provided with your score, the correct answers and guidance. Scores of 60% and above will qualify you for a digital badge certifying your successful completion of these professional training classes. This will also count towards you becoming a Certified Business Services Institute Professional should you be attending the complete Professional GBS training program. There is no time limit for the quiz and we encourage you to refer to the materials shared during the classes. Please do not hesitate to contact us at info@inixia.com should you need any further assistance. Kind regards, The Inixia Team.

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* 1. Please provide your personal information to ensure we provide you with customized certification and validation services.

Name

Company

Email Address

Question Title

* 2. P-GBS differs from traditional GBS in which ways? (Choose all that apply.)

Standard process models

Bigger and more reliable outcomes

Run as a “business”

Organization skills more like a consultancy than a BPO

Ability for business transformation

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* 3. Why is it important to run GBS as a business? (Choose one)

Because the end state is to sell GBS services to other companies

To keep increasing shareholder value for the business

To be considered as an equal organization to the business units

To be able to contract with outsourced vendors

To be able to set up offshore legal entities for shared service centers

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* 4. What are the pillars of the P-GBS model (Choose one)

GBS Service Centers, GBS Financial Management, GBS Operations, GBS Outsourcing, GBS Support

End to end Process Management, Service Management, User Experience, User Satisfaction, Client Management

GBS Foundation, Service Management, Operations Management, Transformation Management, GBS Leadership

Leadership skills, Operational skills, Contractual skills, Multicultural skills, User Management skills

GBS Foundation, Business Transformation, Outsourcing Management, Operations Management, GBS Leadership

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* 5. True or false?
The Four Stages of GBS in the P-GBS model are:
- Piecemeal
- Global
- Optimized
- Next-Generation GBS

True

False

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* 6. Why is it important to differentiate between P-GBS and home-grown (or DIY) GBS models? (Choose all that apply)

Because it helps get ongoing GBS education and certification

Because P-GBS demonstrate the “right” way to set up and grow GBS

Because there is a risk of “commoditization” of your GBS if you don’t keep moving up the value chain

Because we want to play a distinctive role to transform the business

Because home-grown GBS organizations fail to deliver value

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* 7. Which of the following assumptions about GBS are INCORRECT (Choose all that apply)

Only work that is repetitive in nature should be moved to GBS

The only goal of GBS is to deliver savings to the company

The primary goal of GBS is to deliver value creation which includes better cost, improved revenue and improved cash

GBS should always get details from the functions and businesses on how to run processes and then just do it.

GBS should innovate on digital and business transformation

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* 8. Which of the following is the most important pre-requisite to deliver a successful P-GBS model? (Choose one)

A clear mandate from the business, so that GBS can use it as a stick to manage dissent in other organizations

Legal entities and financial structures, so GBS can operate as a business

A common vocabulary and processes that are consistent

Having the IT organization or the CIO report into the GBS leader

A reporting line directly to CEO for the GBS leader

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* 9. True or False – it is not possible for a GBS organization to go beyond Stage 1 (Piecemeal GBS) or Stage 2 (Global) unless all work-processes and data in the company has been standardized

True

False

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* 10. For P-GBS to be successful, there are some critical enabling factors (Pick TWO)

Every Function (e.g. Finance, IT, HR etc) must directly control the location, vendors, and process design of the work that it gives to GBS.

The scope of work must of truly Global – as in deliver services across multiple countries or regions

The existence of either offshore centers or offshore vendors or both

A clear understanding that GBS can go beyond cost and productivity goals and into business and digital transformation

Core standard ”GBS" processes including an annual drumbeat for strategy, cost management, client input and planning etc., and is this standardized across all of GBS

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* 11. True or False - GBS Maturity as in Stage 3 and Stage 4 is only possible in large companies (e.g. Fortune 500). This is because you need a certain size in order to be able to deliver significant cost reductions and also to have the money to innovate

True

False

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* 12. True or False – In the context of GBS, the terms “Business Model” and “Operating Model” can be used interchangeably, since they simply represent how GBS gets work done

True

False

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* 13. Who in the company decides what the appropriate levels of service performance is?

Client

User

Service Manager

Service Center Leader

GBS Leader of the company

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* 14. In the P-GBS model, who is responsible for understanding the balance between cost, service levels and innovation within a service?

Client

Functional leader

Service Manager

Service Center Leader

Operations Manager

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* 15. In the P-GBS Operating Model, Operations Management is like managing the Supply Chain within a company. Why is that? (Choose all that apply)

Because the Operations Manager needs to make decisions like Sourcing (where to source the service work)

Managing service quality (KPIs) etc., is a core responsibility

They can supply services to clients across different companies

They have no control over the “raw materials” (e.g. data input quality from the end-user

They must deliver services at competitive costs

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* 16. In the P-GBS Operating Model, building new value creation capabilities is very important. Why is that? (Choose all that apply)

It is not interesting work to just run routine operations without some innovation and project management work

You cannot depend on IT and other functions to keep innovating for GBS

The role of GBS is to keep delivering increasing value from business operations to the company. This requires new value creation ideas

GBS has a great potential to deliver business and digital transformation

A Professional GBS can have the skills and knowledge to understand and translate business unit and functional strategy into solutions better than external suppliers

SSON Sep 2021 Course - The P-GBS Foundation Competency Assessment

Question Title

* 1. Please provide your personal information to ensure we provide you with customized certification and validation services.

Question Title

* 2. P-GBS differs from traditional GBS in which ways? (Choose all that apply.)

Question Title

* 3. Why is it important to run GBS as a business? (Choose one)

Question Title

* 4. What are the pillars of the P-GBS model (Choose one)

Question Title

* 5. True or false?The Four Stages of GBS in the P-GBS model are:- Piecemeal- Global- Optimized- Next-Generation GBS

Question Title

* 6. Why is it important to differentiate between P-GBS and home-grown (or DIY) GBS models? (Choose all that apply)

Question Title

* 7. Which of the following assumptions about GBS are INCORRECT (Choose all that apply)

Question Title

* 8. Which of the following is the most important pre-requisite to deliver a successful P-GBS model? (Choose one)

Question Title

* 9. True or False – it is not possible for a GBS organization to go beyond Stage 1 (Piecemeal GBS) or Stage 2 (Global) unless all work-processes and data in the company has been standardized

Question Title

* 10. For P-GBS to be successful, there are some critical enabling factors (Pick TWO)

Question Title

* 11. True or False - GBS Maturity as in Stage 3 and Stage 4 is only possible in large companies (e.g. Fortune 500). This is because you need a certain size in order to be able to deliver significant cost reductions and also to have the money to innovate

Question Title

* 12. True or False – In the context of GBS, the terms “Business Model” and “Operating Model” can be used interchangeably, since they simply represent how GBS gets work done

Question Title

* 13. Who in the company decides what the appropriate levels of service performance is?

Question Title

* 14. In the P-GBS model, who is responsible for understanding the balance between cost, service levels and innovation within a service?

Question Title

* 15. In the P-GBS Operating Model, Operations Management is like managing the Supply Chain within a company. Why is that? (Choose all that apply)

Question Title

* 16. In the P-GBS Operating Model, building new value creation capabilities is very important. Why is that? (Choose all that apply)

* 5. True or false?
The Four Stages of GBS in the P-GBS model are:
- Piecemeal
- Global
- Optimized
- Next-Generation GBS