Nokia SDM_2002001040 Exam : SDM Certification - CARE

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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. What is the MOST essential information (apart from the tender document), needed by HWS Managers to properly support a Customer RFQ?

A) Detailed information about existing Customer Logistic structure, including the number of warehouses and depots available.
B) Current services provided to the Customer by competitors, together with related prices.
C) Forecasted Network deployment, with a list of Network Elements proposed and related detailed configuration.
D) Detailed information on NSN HWS setup in another customer in the same country.

2. A company can improve its competitive advantage by following a number of functional level strategies. These include Efficiency, Quality, Innovation and one more. What is it?

A) Motivation.
B) Value.
C) Customer Responsiveness.
D) Demarcation.

3. What is a legally secure contract for NSN and a Customer?

A) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
B) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
C) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
D) Terms and conditions documenting the commitments of both parties needs to be written and signed.

4. The Care Plan should:

A) always be considered as the latest document agreed with customer, overruling the contract.
B) serve as a contract summary with no reference to other issues.
C) Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
D) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.

5. Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?

A) Manage subcontractors, contractors and 3rd parties whenever applicable.
B) Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.
C) Establish operating practices and review ongoing operations.
D) Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.

Solutions: