Quiz No.

2
Date ____________
Name ______________________________________________ Section _________________

Directions: Choose the correct answer from the given choices. Write the capital letter of your choice.

1. In the IT-BPM industry, what is the significance of cognitive abilities in job performance?
a) They are irrelevant
b) They determine English proficiency
c) They are crucial for carrying out tasks
d) They only affect memory skills

2. Why responsiveness is considered a must-have in communication within the IT-BPM

industry?
a) It is irrelevant in communication
b) It demonstrates prompt attentiveness
c) It focuses on long-term fixes
d) It only applies to leadership

3. What does computer literacy primarily refer to in the context of the IT-BPM industry?
a) Programming skills
b) The ability to use applications
c) Internet browsing skills
d) Creative professional purposes

4. What do perceptual speed and accuracy tests measure in the IT-BPM industry?
a) Internet browsing skills
b) Ability to focus attention and process information quickly
c) Memory skills
d) Programming skills

5. According to the Learning Orientation scale, what does it measure?

a) The tendency to resist learning
b) The tendency to seek knowledge and skills
c) The tendency to avoid challenging activities
d) The tendency to discourage information-seeking

6. What is the process of acquiring and developing knowledge, skills, capabilities, behavior,
and attitudes through learning or developmental experiences called?
a) Training
b) Learning and Development
c) Employee orientation
d) Performance appraisal

7. How is learning defined according to Honey and Mumford (1996)?

a) Acquiring facts only
b) Demonstrating existing skills
c) Acquiring new knowledge and skills
d) Unlearning existing knowledge

8. What does the term "development" focus on in the context of Learning and Development?
a) Improving existing capabilities
b) Acquiring basic skills
c) Maintaining the status quo
d) Avoiding future responsibilities
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Quiz No. 2
Date ____________
Name ______________________________________________ Section _________________

9. What should a learning and development strategy be primarily designed to support?

a) Individual goals only
b) Organizational goals only
c) Both organizational and individual goals
d) None of the above

10. How is a learning and development philosophy expressed?

a) Through organizational charts
b) Through strategic plans
c) Through beliefs on the role of learning and development
d) Through financial reports

11. What characterizes a learning culture, according to Reynolds (2004)?

a) Short-term fixes
b) Instruction-based learning
c) Empowerment and self-managed learning
d) Disinterest in positive discretionary behavior

12. How do Argyris and Schon (1996) view organizations in the context of learning?
a) Limited learning capacity
b) Fragile structures
c) Strictly systematized
d) Independent of visions and beliefs

13. According to the text, what is the defining feature of a service, leading to an increased focus
on expectations?
a) Goods-centric approach
b) Process nature
c) Servitization of physical goods
d) Predictive expectations

14. What role do predictive expectations play in early models of customer satisfaction?
a) Filter on reality
b) Basis of comparison
c) Distortion of perceptions
d) Disconfirmation experience

15. According to Oliver (1977), how is customer satisfaction correlated in a service interaction?
a) With the degree of disconfirmation
b) With the degree of expectation distortion
c) With the degree of separation of perceptions and expectations
d) With the degree of normative expectations

16. What does the 'gap' between customer perceptions and expectations represent in service
quality research?
a) A measure of overall service quality
b) A measure of customer dissatisfaction
c) A measure of expectation distortion
d) A measure of normative expectations

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Quiz No. 2
Date ____________
Name ______________________________________________ Section _________________

17. How do some researchers argue against the 'gap' model in service quality assessment?
a) Expectations act as a basis of comparison
b) Expectations filter reality
c) Expectations separate perceptions and reality
d) Expectations distort perceptions

18. What is the purpose of creating accessible customer service policies according to the
Customer Service Standard?
a) To limit services to people with disabilities
b) To promote independence, dignity, and equality of opportunity
c) To exclude support persons from public areas
d) To charge additional fees for assistive devices

19. When are organizations required to put their accessible customer service policies in writing?
a) Only if requested by customers
b) Only for designated public sector organizations
c) For all organizations with 50 or more employees
d) For organizations with fewer than 50 employees

20. What is a key requirement for organizations when facilities or services used by people with
disabilities are temporarily unavailable?
a) Keep it confidential
b) Do not inform the public
c) Provide alternatives and reasons for the disruption
d) Ignore the situation until it is resolved

Direction: Write in not more than 5 sentences. Write your answer at the back. (5 points each question)

1. Explain the significance of cognitive abilities in the IT-BPM industry. How do cognitive
abilities contribute to an individual's competency in handling various tasks within this
sector?

2. Evaluate the importance of empathy in the context of leadership within the IT-BPM industry.
How does empathy contribute to effective team leadership and conflict resolution in a
dynamic and globalized work environment?

3. Discuss the role of responsiveness in effective communication within the IT-BPM industry.
How does being responsive contribute to teamwork and overall organizational success?

4. Elaborate on the importance of computer literacy in the IT-BPM industry. How does
computer literacy contribute to an individual's competency, and what steps can aspiring
professionals take to enhance their computer literacy skills?

5. Explain the concept of a learning culture and its significance in organizational development.
How does fostering a learning culture contribute to an organization's success, and what
challenges might organizations face in establishing such a culture?

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