Generalist advanced

Q1: What is not a key element of setting up high execution standards in Customer Experience?

• Defining our Customer Experience KPI's

• Including KPIs in DORA dashboards

• Reflect on our execution & improve it

• Increasing Cash Collection timelines

Q2: Which KPI abbreviation/name combination is incorrect?

• DSO = days sales outstanding

• DPD = days payment due

• APT = average payment term

• WAPT = weighted average payment term

Q3: Which is not an OTC KPI?

• AIML

• OTIF

• AOT

• APT

Q4: What is not a measure to improve dispute management and escalations?

• Customer late payment analysis

• Customer behaviour profiling

• Bad debts write-offs

• Reminders before due date

Q5: How can a company improve its security?

• Invest in a GDPR-ready CRM system

• Remove any personal contact information you don’t need

• Assign a Data Protection Officer and make sure you comply with the GDPR regulations

• All of the above

Q6: Which countermeasure is not helping to eliminate the inefficiencies in OTC processes?

• Use smart credit and collection tools to identify high-risk customers

• Increase sales by customer incentives

• Use AI-based tools to identify short payments proactively

• Streamline order intakes through e-commerce portals

Q7: Which of the below is not a task of a Global Process Owner?

• Work with key stakeholders to align process with strategy

• Identify risks, roadblocks and improvements

• Run KPI report of the process on a monthly basis

• Set performance targets

Q8: Which of the following statements is not true?

Centralised approach for Master Data Management (MDM)…

• enables more meaningful automation.

• ensures consistent data.

• can improve data quality.

• merges supplier and customer data.

Q9: Which of the following statements is not true? OTC standardisation…

• increases the days sales outstanding.

• decreases the OTC cycle time.

• increases process effectiveness.

• may increase common goals and measures.

Q10: What are the benefits of touchless order processing?

• Speed

• Encryption, tokenization, and other technologies protect consumers’ payment information from cybercriminals

• More efficient operations and faster processing equal better use of staff time

• All of the above