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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Continuous Improvement | 20% | - Performance Analysis - Customer Satisfaction & Service Reviews - Optimization & Improvement Initiatives |
| Topic 2: Service Operations & Governance | 30% | - Incident, Problem & Change Management - Escalation & Stakeholder Communication - Service Monitoring & Reporting |
| Topic 3: Service Design & Planning | 25% | - SLA, KPI & Service Catalog - Risk Assessment & Dependency Management - Customer Requirements & Expectations |
| Topic 4: SDM Concepts & Framework | 25% | - Nokia SDM Model & Principles - Service Delivery Lifecycle - ITIL/COBIT Alignment |
1. What is RTI?
A) Interface between Site quality module and IPM.
B) An external database linking SAP and E-doc
C) Interface between SAP and IPM.
D) Interface between Change management and Quality module.
2. In turnkey projects ...
A) ... NSN prefers to delegate the responsibility to subcontractors and to outsource Project Management whenever possible due to the high risks involved.
B) ... the global standard lead times for the different steps of the turnkey site process can be used to create a rollout schedule with the NEROS rollout simulation tool.
C) ... Site acquisition&permitting involves managing many external stakeholders out of NSN's direct control. It is therefore important to know the local rules well and to proactively communicate with all relevant parties at an early stage.
D) ... change management should rather focus on unplanned site visits during implementation than on site design changes involving changes in Bill of Quantity for site materials.
3. What is the first reaction to a Customer complaint about Quality problems in network implementation executed by an NSN subcontractor?
A) Stop payment to Subcontractor until quality issues are fixed.
B) Change the subcontractor.
C) Make quality assessments and agree on a response plan with the Subcontractor.
D) Stop issuing new PO's to the subcontractor.
4. Under what circumstances should the Project Manager include the costs associated to the execution of the Quality Management Plan in the Project Cost Baseline?
A) Quality Management costs should not be part of the Project Cost baseline but be entirely transferred to subcontractors that under perform.
B) Quality Management Costs must be always considered in the project plan as the benefits outweigh the costs in terms of less rework, higher productivity and brings higher stakeholders satisfaction.
C) Costs associated to Quality Management should be considered only in very complex projects when the risk of quality issues cannot be fully mitigated.
D) Quality Management costs should not be part of the Project Cost Baseline as it is the obligation of the subcontractor to perform according to the contract.
5. What is the required action when your project is being delayed for a couple of months due to problems in the infrastructure that must be provided by the Customer?
A) Revise risk response plan and trigger a Change Management process.
B) Ask Logistics to cancel equipment importation.
C) Reduce resources in order to minimize impact to the project costs.
D) Make an extension on the allocation of the resources in your project.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A |
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