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C-KPIP Exam Dumps - Certified KPI Professional Exam

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Question # 17

Which of the following stakeholders should be involved in the KPI selection for a Service Level Agreement (SLA)?

A.

General public

B.

Competitors

C.

Suppliers

D.

None of the answers

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Question # 18

Which KPI should be used to balance “First call resolution rate (%)”?

A.

Calls per hour (#)

B.

Call duration (# / time)

C.

Calls per staff (#)

D.

Improve call resolution

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Question # 19

Which KPI is suitable for measuring the following objective: “Improve process performance”?

A.

Deliver process performance improvement project by 31 December

B.

Hours spent on process improvement (#)

C.

Processes (#)

D.

Processes improved to the desired level (%)

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Question # 20

Which of the following statements is considered one of the most important fields used for KPI documentation from the perspective of importance to pursue performance results analysis?

A.

Target

B.

Benchmarking data

C.

Cost of data gathering

D.

Purpose

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Question # 21

Which of the following statements is true?

A.

Cascading objectives from organizational to departmental level can only happen by using the same objectives at the lower level

B.

None of the answers

C.

Cascading objectives to lower levels can happen by using the same objectives and by identifying specific objectives that can support those corporate objectives

D.

Cascading stops at team level; there is no relevancy to cascade down to individual level

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Question # 22

Which of the following KPIs reflects the outcome of the recruitment process?

A.

Time to recruit (# / time)

B.

Job offer acceptance rate (%)

C.

New employees passing probation period (%)

D.

Applications per job requisition (#)

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