dBULACAN STATE UNIVERSITY

MENESES CAMPUS
Business Administration Department

Midterm Examination Score:

1st Semester – S.Y. 2018-2019

Duration:
Course Code: Course Title: Business Process Outsourcing II Date:
1hr
Course, Year & Section:
Student No: Student Name:

GENERAL INSTRUCTIONS: Instructor: Elaisa May T. Uy

1) Follow the instructions carefully. Failure to do so will receive a grade of zero in midterm exam grade.
2) Write everything in non – red ink.
3) You are not allowed to leave your seat unless you are through with the exam. If you have any questions just raise your hand and
the instructor or proctor will attend to you.
4) Strictly No Erasure, use the back of your paper as you scratch
5) Talking to or looking at your seatmate (and his/her paper) is automatically considered as cheating which is subject to a very serious
penalty as stipulated in the student handbook.
6) You have only 1 hour to answer the exam.

TRUE OR FALSE: Write the word TRUE if the statement is correct, otherwise write FALSE.

_______________1. One of the reasons why businesses outsource their process is to be able to
expand their global presence.
_______________2. Back office transactions include data analytics, data mining, data and knowledge
management.
_______________3. Outbound call centers are operated by a company to administer incoming
product support.
_______________4. When choosing a BPO vendor you must be able to define your requirements and
review potential vendors.
_______________5. To improve speed and efficiency, is one of the factors why you need to
outsource your business
_______________6. Does outsourcing increases cost for in-house labor, particularly for staffing and
training?
_______________7. Is Telemarketing also known as inside sales?
_______________8. RPA stands for Regional Process Automation.

_______________9. Customer Interaction Services deals with voicemail services, appointment

schedules, email services, marketing program, and other customer feedback.
_______________10. Voice based BPOs are typically jobs that do not require direct interaction or
voice but rather leading with knowledge.
IDENTIFICATION: Identify the term being asked for each statement. Write your answer on
the space provided.

___________________________1. A method of direct marketing in which a salesperson solicits

prospective customers to buy products or services.
___________________________2. Refers to tactics that encourage customers to take specific action,
“converting” a person browsing your website into a purchaser of
your product or service.
___________________________3. The allocation of relatively high-level tasks, to an outside
organization or a different group in a different geographic location.
___________________________4. He ensures internal staff is supported, and their problems are
solved, whether it be a password reset or the whole network going
down.
___________________________5. These higher-level processes may include data analytics, data
mining, data and knowledge management, and internet and web
research.
___________________________6. A subsection of BPO in which employees works in call centers
where they would talk with customers.
___________________________7. He/She administers incoming product support or information
enquiries from consumers.
___________________________8. Are operated for telemarketing, solicitation of charitable or
political donations, debt collection and market research.
___________________________9. The act of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance
before, during, and after the customer's requirements are met.
___________________________10. This form of BPO leverages information technology (IT) over the
internet or data network to deliver services
___________________________11. The act of recording of financial transactions, and is part of the
process of accounting in business
___________________________12. A method of direct marketing in which a salesperson solicits
prospective customers to buy products or services.
___________________________13. Refers to services that entities provide to users of technology
products or services.
___________________________14. A subsection of BPO in which employees sitting behind a desk
and fulfilling duties the customer may not see.
___________________________15. Refers to the practice of a law firm or corporation obtaining
legal support services from an outside law firm.
MULTIPLE CHOICE. Encircle the letter of the correct answer

1. Which of the following statement is not included when choosing a right vendor for
your business?
a. Negotiate the contract
b. Manage your relationship
c. Security
d. Transition the work and processes to your chosen vendor
2. When choosing the right vendor for your business, your company must figure out the
key objectives, risks, and scope for BPO. In what stage does this step include?
a. Put together a request for proposal (RFP), and source vendors
b. Define your requirements and review potential vendors
c. Choose the right vendor for your company
d. Manage your relationship
3. In what BPO service does this function include? BPOs can help address workforce
challenges. This covers payroll services, healthcare administration, hiring and
recruitment, and the like.
a. Knowledge Services
b. Human Resource Services
c. Finance and Accounting Services
d. Back Office Transactions
4. In what BPO service does this function include? This service includes check, credit, and
debit card processing; collection; receivables; direct and indirect procurement;
transportation administration; logistics and dispatch; and warehouse management.
a. Knowledge Services
b. Human Resource Services
c. Finance and Accounting Services
d. Back Office Transactions
5. Which of the following is included in Help Desk Functions?
a. Provide a single point of contact.
b. Help an agent be more productive.
c. Manual data entry
d. Both a and b
6. This is the first step you must consider when choosing the right BPO vendor for your
company.
a. Put together a request for proposal (RFP), and source vendors
b. Define your requirements and review potential vendors
c. Choose the right vendor for your company
d. Manage your relationship
 7. This is the actual “go” step after the negotiating to your selected BPO vendor. Putting
in place a plan for transitioning to the new model.
a. Negotiate the contract
b. Put together a request for proposal (RFP), and source vendors
c. Transition the work and processes to your chosen vendor
d. Manage your relationship
8. This step takes place after choosing your vendor. This is also the most important step
in the process of acquiring a third-party service provider.
a. Negotiate the contract
b. Put together a request for proposal (RFP), and source vendors
c. Transition the work and processes to your chosen vendor
d. Manage your relationship
9. This will be the final step in choosing the right BPO vendor for your company. Verify
proper governance during the life of the contract with your service provider.
a. Negotiate the contract
b. Put together a request for proposal (RFP), and source vendors
c. Transition the work and processes to your chosen vendor
d. Manage your relationship
10. Which of the following is not included under the Risk in Business Process Outsourcing?
a. Customer Satisfaction
b. Changes in technology and exposure to hacking
c. Specialization to the point that the niche demand is no longer necessary
d. Political instability

ESSAY. Explain each question, before you begin writing, read the passage carefully and plan
what will you say, so you can avoid (many) erasures. You can also use the back of your paper
as scratch. Please write legibly. (5 pts each)

1. What is the essence of studying Business Process Outsourcing?

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2. Given the fact that your company already acquire a BPO company to help with your
business process, how can you protect it from all the risk associated with BPO?
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3. Why BPO is the fastest growing industry?

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Prepared by:

Elaisa May T. Uy
Instructor

“Don’t stress. Do your best. Forget the rest.”