Which is an example of the ‘Prepare the team’ step of Gemba walks?
A parent is authorizing the purchase of a cell phone for her child. What role is the parent assuming?
An organization is observing the interactions they have with their customers when negotiating service targets.
Which technique is this an example of?
As part of a stakeholder analysis, a senior manager has been identified who has financial control over BRM activities and is keen to see BRM succeed within the organization.
Which communication strategy should be used for this stakeholder?
What key question should be asked when verifying and adjusting a business relationship model?
In the context of a cooperative relationship, which would NOT be a role of business relationship management?
Which is NOT an input to the ‘Managing business relationship journeys’ process?
An organization has set an objective that by the end of the year it will develop and communicate values and principles to be adopted by everyone within the organization relative to business relationship management (BRM).
What metric can BEST be used to assess whether this objective has been met?
Part of an organization’s strategy is to use consumer feedback as part of the service quality measurement and reporting. The business relationship management (BRM) practice is an important component of that strategy, and an objective has been set to automate, as much as possible, the collection and analysis of feedback. Given this objective, what is the minimum target capability level the organization should set for this practice?
An organization has created a value stream to define new or changed service level agreements (SLAs).
What TWO activities in this value stream are most likely to include contributions from a business relationship management practice?
1. Identify customer requirements
2 Create a draft SLA
3. Verify that SLA is achievable
4. Negotiate agreed SLA
