LOMA 335 EXAMS SCRIPT 2025/2026 QUESTIONS AND
SOLUTIONS RANKED A+
✔✔Call Load - ✔✔In contact center, time required to handle total volume of inbound
calls in a given time interval. Multiply call volume by average handling time in minutes
✔✔Call Load Forecasting - ✔✔In contact center, a process used to predict, within
specified time intervals, the volume of inbound calls and amount of staff time needed to
handle these calls
✔✔Call Quality - ✔✔In contact center, refers to quality of the service provided by CSR
✔✔Call Volume - ✔✔In contact center, total number of calls received during a given
time period, often reported in 15 or 30 minute intervals
✔✔Cascading Reports - ✔✔In dashboard display, computer-based reports that offer
links between related data sets and distinctive data views suitable for various needs.
✔✔Casual Forecasting Model - ✔✔type of quantitative model that uses historical data
and other relevant variables as a basis for describing unknown future data points
✔✔Certainty - ✔✔probability of occurrence with no potential for deviation from expected
outcome
✔✔Change Agent - ✔✔type of leader who serves as a catalyst and assumes
responsibility for managing change activities for organizations
✔✔Check Sheet - ✔✔page divided into areas, one area for each sorting category, on
which the user records a data observation by making a mark in the appropriate category
✔✔Closure Phase - ✔✔lifecycle phase in which the project manager performs the
administrative activities of winding down and ending a project
✔✔Coalition Tactics - ✔✔type of influence tactic in which a person enlists the aid or
support of others in order to get another person to agree
✔✔CobIT - ✔✔set of control standards designed and maintained for interpreting the
PCAOB auditing and control objectives in a technology context.
✔✔Coersion - ✔✔in change management, a strategy in which an authority figure
instructs employees to accept a change or risk negative consequences
✔✔Coercive Power - ✔✔power to mete out punishment to those who disobey
,✔✔Cognitive Evaluation Theory (CET) - ✔✔providing extrinsic rewards for behavior that
had been previously intrinsically rewarding tends to decrease the overall level of
motivation if the rewards are seen as controlling or coercive
✔✔Cohesiveness - ✔✔tendency of group members to follow the group and resist
outside influences
✔✔Collaborative Decision Process - ✔✔requires a leader to obtain group contributions,
but allows the leader to select to decision that has reasonable acceptance in the
relevant group
✔✔Competitive Advantage - ✔✔position or circumstance that allows a company to earn
greater returns or experience faster market growth than it competitors
✔✔Competitive Strategy - ✔✔encompasses only corporate or business strategies and
tactics devoted achieving or maintaining the company's advantageous position relative
to competitors
✔✔Concentration Ratio - ✔✔measure of industry concentration consisting of the
percentage market share attributable to a given number of the largest firms in an
industry
✔✔Concurrent Control - ✔✔administrative control used between reporting periods to
monitor operations and indicate whether ongoing processes are within tolerances
✔✔Conditional Payoff - ✔✔an estimated outcome that reflects one of two or more
possible states of nature
✔✔Conditional Payoff Table - ✔✔type of payoff table showing the array of estimated
decision outcomes associated with two or more possible states of nature
✔✔Conditional Routing - ✔✔directing of customer contacts based on changing criteria
✔✔Contact Center - ✔✔organizational unit that provides a company's customers with a
variety of channels for communicating with the company
✔✔Continuous Reinforcement - ✔✔behavior modification, process of encouraging
every instance of a specific behavior or discouraging every instance of a specific
behavior
✔✔Control Chart - ✔✔chart showing plot of data observations about a given process
against a measure of time
✔✔Control Framework - ✔✔system of standards for use in an internal control system
,✔✔Control Limit - ✔✔threshold value of the normal range listed within a control chart
✔✔Control Point - ✔✔a measurable outcome that is susceptible to repeated
measurement while the process is ongoing
✔✔Control Variable - ✔✔for research, variable introduced to help researchers interpret
the relationship between other variables
✔✔Controlling - ✔✔activity which consists of ensuring that organizational processes,
assigned resources, and associate outcomes all conform to the organization's mission,
goals, strategies, policies, plans, and procedures and to applicable regulatory
requirements
✔✔Convergence - ✔✔breakdown of traditional distinctions between sectors of the
financial services industry
✔✔Co-optation - ✔✔change mgmt., a strategy which change agents give those
resisting the change a key role in bringing about the change, but the motive for this
involvement is to gain approval of the change rather than to solicit advice and
participation
✔✔Core Competencies - ✔✔company's distinctive strengths that form the basis for the
company's ability to add value in its transformative processes
✔✔Core Team Member - ✔✔person assigned to perform a significant portion of project
activities
✔✔Corporate Goals and Objectives - ✔✔the broad targets a company is attempting to
achieve in support of the corporate mission and vision
✔✔Corporate Governance - ✔✔the responsibility and authority of a company's board of
directors to direct the organization to properly fulfill its missions on behalf of the
company's legitimate stakeholders in a legal and fiscally responsible manner
✔✔Corporate Mission - ✔✔an organization's reason for being as expressed in a
mission statement
✔✔Corporate Strategy - ✔✔a company's broad plan for achieving competitive
advantage in all its undertakings, across all lines of its business
✔✔Corporate Vision - ✔✔company's view of its mission as it evolves into the future
✔✔Correlation - ✔✔the degree of relatedness between two sets of values
, ✔✔Correlation Analysis - ✔✔a statistical technique used to measure the strength of any
relationship between variables
✔✔Correlation Coefficient - ✔✔a statistic that indicates how closely movements in two
variables track one another
✔✔Correlation Research - ✔✔research undertaken with the purpose of demonstrating a
relationship between variables
✔✔COSO - ✔✔Conference of Sponsoring Organizations of the Treadway Commission -
self-regulatory organizations that maintain financial standards
✔✔Crashing - ✔✔in network analysis, spending additional resources to shorten the
length of time needed to complete a project
✔✔Crash Time - ✔✔in network analysis, the reduced time an activity will take if
additional resources are spent on the activity
✔✔Critical Path - ✔✔in network model, the most time consuming sequence of activities
and events
✔✔Cross Selling - ✔✔when customers are invited to purchase a product other than the
product they already own
✔✔Cultural Bias - ✔✔a consistent cognitive error consisting of a tendency to interpret
and report evidence in terms of the observer's culture
✔✔Operations - ✔✔the activities involved in producing goods and services.
✔✔Operation Management - ✔✔concerns managerial efforts to ensure the products
and services a company provides to customers meet stated quality standards, are
timely, and delivered profitably at the lowest reasonable cost to company. Focus on
Quality, Timeliness, Cost Control
✔✔Management - ✔✔organizational role of planning, organizing, directing and
controlling.
✔✔Environmental Management - ✔✔an effort to blend company needs with staff
productivity by incorporating job design aspects including flexible hours, part-time work,
split shifts, space mgmt., telecommuting.
✔✔The Value Chain - ✔✔A model which companies can use for analyzing which
company functions contribute directly to a company's competitive position.
SOLUTIONS RANKED A+
✔✔Call Load - ✔✔In contact center, time required to handle total volume of inbound
calls in a given time interval. Multiply call volume by average handling time in minutes
✔✔Call Load Forecasting - ✔✔In contact center, a process used to predict, within
specified time intervals, the volume of inbound calls and amount of staff time needed to
handle these calls
✔✔Call Quality - ✔✔In contact center, refers to quality of the service provided by CSR
✔✔Call Volume - ✔✔In contact center, total number of calls received during a given
time period, often reported in 15 or 30 minute intervals
✔✔Cascading Reports - ✔✔In dashboard display, computer-based reports that offer
links between related data sets and distinctive data views suitable for various needs.
✔✔Casual Forecasting Model - ✔✔type of quantitative model that uses historical data
and other relevant variables as a basis for describing unknown future data points
✔✔Certainty - ✔✔probability of occurrence with no potential for deviation from expected
outcome
✔✔Change Agent - ✔✔type of leader who serves as a catalyst and assumes
responsibility for managing change activities for organizations
✔✔Check Sheet - ✔✔page divided into areas, one area for each sorting category, on
which the user records a data observation by making a mark in the appropriate category
✔✔Closure Phase - ✔✔lifecycle phase in which the project manager performs the
administrative activities of winding down and ending a project
✔✔Coalition Tactics - ✔✔type of influence tactic in which a person enlists the aid or
support of others in order to get another person to agree
✔✔CobIT - ✔✔set of control standards designed and maintained for interpreting the
PCAOB auditing and control objectives in a technology context.
✔✔Coersion - ✔✔in change management, a strategy in which an authority figure
instructs employees to accept a change or risk negative consequences
✔✔Coercive Power - ✔✔power to mete out punishment to those who disobey
,✔✔Cognitive Evaluation Theory (CET) - ✔✔providing extrinsic rewards for behavior that
had been previously intrinsically rewarding tends to decrease the overall level of
motivation if the rewards are seen as controlling or coercive
✔✔Cohesiveness - ✔✔tendency of group members to follow the group and resist
outside influences
✔✔Collaborative Decision Process - ✔✔requires a leader to obtain group contributions,
but allows the leader to select to decision that has reasonable acceptance in the
relevant group
✔✔Competitive Advantage - ✔✔position or circumstance that allows a company to earn
greater returns or experience faster market growth than it competitors
✔✔Competitive Strategy - ✔✔encompasses only corporate or business strategies and
tactics devoted achieving or maintaining the company's advantageous position relative
to competitors
✔✔Concentration Ratio - ✔✔measure of industry concentration consisting of the
percentage market share attributable to a given number of the largest firms in an
industry
✔✔Concurrent Control - ✔✔administrative control used between reporting periods to
monitor operations and indicate whether ongoing processes are within tolerances
✔✔Conditional Payoff - ✔✔an estimated outcome that reflects one of two or more
possible states of nature
✔✔Conditional Payoff Table - ✔✔type of payoff table showing the array of estimated
decision outcomes associated with two or more possible states of nature
✔✔Conditional Routing - ✔✔directing of customer contacts based on changing criteria
✔✔Contact Center - ✔✔organizational unit that provides a company's customers with a
variety of channels for communicating with the company
✔✔Continuous Reinforcement - ✔✔behavior modification, process of encouraging
every instance of a specific behavior or discouraging every instance of a specific
behavior
✔✔Control Chart - ✔✔chart showing plot of data observations about a given process
against a measure of time
✔✔Control Framework - ✔✔system of standards for use in an internal control system
,✔✔Control Limit - ✔✔threshold value of the normal range listed within a control chart
✔✔Control Point - ✔✔a measurable outcome that is susceptible to repeated
measurement while the process is ongoing
✔✔Control Variable - ✔✔for research, variable introduced to help researchers interpret
the relationship between other variables
✔✔Controlling - ✔✔activity which consists of ensuring that organizational processes,
assigned resources, and associate outcomes all conform to the organization's mission,
goals, strategies, policies, plans, and procedures and to applicable regulatory
requirements
✔✔Convergence - ✔✔breakdown of traditional distinctions between sectors of the
financial services industry
✔✔Co-optation - ✔✔change mgmt., a strategy which change agents give those
resisting the change a key role in bringing about the change, but the motive for this
involvement is to gain approval of the change rather than to solicit advice and
participation
✔✔Core Competencies - ✔✔company's distinctive strengths that form the basis for the
company's ability to add value in its transformative processes
✔✔Core Team Member - ✔✔person assigned to perform a significant portion of project
activities
✔✔Corporate Goals and Objectives - ✔✔the broad targets a company is attempting to
achieve in support of the corporate mission and vision
✔✔Corporate Governance - ✔✔the responsibility and authority of a company's board of
directors to direct the organization to properly fulfill its missions on behalf of the
company's legitimate stakeholders in a legal and fiscally responsible manner
✔✔Corporate Mission - ✔✔an organization's reason for being as expressed in a
mission statement
✔✔Corporate Strategy - ✔✔a company's broad plan for achieving competitive
advantage in all its undertakings, across all lines of its business
✔✔Corporate Vision - ✔✔company's view of its mission as it evolves into the future
✔✔Correlation - ✔✔the degree of relatedness between two sets of values
, ✔✔Correlation Analysis - ✔✔a statistical technique used to measure the strength of any
relationship between variables
✔✔Correlation Coefficient - ✔✔a statistic that indicates how closely movements in two
variables track one another
✔✔Correlation Research - ✔✔research undertaken with the purpose of demonstrating a
relationship between variables
✔✔COSO - ✔✔Conference of Sponsoring Organizations of the Treadway Commission -
self-regulatory organizations that maintain financial standards
✔✔Crashing - ✔✔in network analysis, spending additional resources to shorten the
length of time needed to complete a project
✔✔Crash Time - ✔✔in network analysis, the reduced time an activity will take if
additional resources are spent on the activity
✔✔Critical Path - ✔✔in network model, the most time consuming sequence of activities
and events
✔✔Cross Selling - ✔✔when customers are invited to purchase a product other than the
product they already own
✔✔Cultural Bias - ✔✔a consistent cognitive error consisting of a tendency to interpret
and report evidence in terms of the observer's culture
✔✔Operations - ✔✔the activities involved in producing goods and services.
✔✔Operation Management - ✔✔concerns managerial efforts to ensure the products
and services a company provides to customers meet stated quality standards, are
timely, and delivered profitably at the lowest reasonable cost to company. Focus on
Quality, Timeliness, Cost Control
✔✔Management - ✔✔organizational role of planning, organizing, directing and
controlling.
✔✔Environmental Management - ✔✔an effort to blend company needs with staff
productivity by incorporating job design aspects including flexible hours, part-time work,
split shifts, space mgmt., telecommuting.
✔✔The Value Chain - ✔✔A model which companies can use for analyzing which
company functions contribute directly to a company's competitive position.
