LOMA 335 Questions with Complete
Solutions
average handling time (AHT) In a contact center, the average amount of time that
employees take to handle calls; found by adding average talk time to average time spend on
after-call work. Also known as turnaround time. see also average talk time and average time
spent on after-call work. [12]
average speed of answer (ASA) In a contact center, the amount of time, on average, that it
takes a contact center to answer a telephone call.
average talk time In a contact center, the average amounts of time customer service
representatives spend on the telephone with callers. See also average handling time and average
time spent on after-call work. [12]
average time spent on after-call work In a contact center, the average time that customer
service representatives spend on completing after-call work. See also average handling time and
average talk time. [12]
,balanced scorecard A graphical display of a set of performance indicators which links
measures of company activities to broad performance outcomes. A balanced scorecard displays
performance results over a specified time period - not at a single point in time.
balanced scorecard approach A conceptual framework used to communicate a strategic
overview of the alignment between operational results and the corporate mission and strategy.
Scorecards give decision makers actionable information about how operations are progressing
toward goal achievement. [11]
bar chart A graphical display of a frequency distribution. Bar charts present data in the
shape of rectangles, with one rectangle for each classification. In a bar chart, the length of the bar
represents the relative size of one category of the entire data distribution. [9, 10]
barrier to entry In economics, an obstacle to a new seller's entry into a market. [2]
base staff In a contact center, the minimum number of customer service representatives
needed to be available to take calls during any given time interval to meet the service-level
objective. Also called seated agents [12].
,baseline Gantt chart In project management, a type of Gantt chart used as the starting
point for a project plan. When placed alongside another display that shows actual project
progress, the baseline Gantt chart can show departures from the plan or budget. [14]
basic quality tools A set of relatively simple techniques for measuring and analyzing
quality in operations by using numerical and qualitative measures. [10]
behavior modification An approach in which an individual systematically manages
environmental factors in order to encourage desirable behavior and discourage undesirable
behavior. [3]
benchmark Generally, a measured and marked point for which the value is known to a
high degree of accuracy. In business performance measurement, a performance standard that a
company aspires to achieve, perhaps because it represents a high standard that another company
was able to achieve. Industry benchmarks are results achieved by other companies in the same
industry; universal benchmarks are results achieved by another company performing the same
process, regardless of industry. [11]
benchmarking A formal program for identifying and emulating best practices for company
processes. A benchmark serves as a best practice standard. [11]
, best payoff In a payoff table of a decision model, the payoff with the highest positive
value in a given state-of-nature column. [7]
bias An error with a consistent direction. Also known as a systemic error. [6]
Black Belt (BB) A Six Sigma expert and project team leader, primarily responsible for Six
Sigma improvement results. [11]
business analytics A domain of automated research for business intelligence that typically
involves using software for data mining, statistical analysis, predictive modeling, business
process modeling and predictive analytics. [6]
business intelligence Decision-support information about competitive factors. [6]
business process An ongoing method or system for fulfilling customers' needs without
involving significant mechanical or chemical processing. [11]
Solutions
average handling time (AHT) In a contact center, the average amount of time that
employees take to handle calls; found by adding average talk time to average time spend on
after-call work. Also known as turnaround time. see also average talk time and average time
spent on after-call work. [12]
average speed of answer (ASA) In a contact center, the amount of time, on average, that it
takes a contact center to answer a telephone call.
average talk time In a contact center, the average amounts of time customer service
representatives spend on the telephone with callers. See also average handling time and average
time spent on after-call work. [12]
average time spent on after-call work In a contact center, the average time that customer
service representatives spend on completing after-call work. See also average handling time and
average talk time. [12]
,balanced scorecard A graphical display of a set of performance indicators which links
measures of company activities to broad performance outcomes. A balanced scorecard displays
performance results over a specified time period - not at a single point in time.
balanced scorecard approach A conceptual framework used to communicate a strategic
overview of the alignment between operational results and the corporate mission and strategy.
Scorecards give decision makers actionable information about how operations are progressing
toward goal achievement. [11]
bar chart A graphical display of a frequency distribution. Bar charts present data in the
shape of rectangles, with one rectangle for each classification. In a bar chart, the length of the bar
represents the relative size of one category of the entire data distribution. [9, 10]
barrier to entry In economics, an obstacle to a new seller's entry into a market. [2]
base staff In a contact center, the minimum number of customer service representatives
needed to be available to take calls during any given time interval to meet the service-level
objective. Also called seated agents [12].
,baseline Gantt chart In project management, a type of Gantt chart used as the starting
point for a project plan. When placed alongside another display that shows actual project
progress, the baseline Gantt chart can show departures from the plan or budget. [14]
basic quality tools A set of relatively simple techniques for measuring and analyzing
quality in operations by using numerical and qualitative measures. [10]
behavior modification An approach in which an individual systematically manages
environmental factors in order to encourage desirable behavior and discourage undesirable
behavior. [3]
benchmark Generally, a measured and marked point for which the value is known to a
high degree of accuracy. In business performance measurement, a performance standard that a
company aspires to achieve, perhaps because it represents a high standard that another company
was able to achieve. Industry benchmarks are results achieved by other companies in the same
industry; universal benchmarks are results achieved by another company performing the same
process, regardless of industry. [11]
benchmarking A formal program for identifying and emulating best practices for company
processes. A benchmark serves as a best practice standard. [11]
, best payoff In a payoff table of a decision model, the payoff with the highest positive
value in a given state-of-nature column. [7]
bias An error with a consistent direction. Also known as a systemic error. [6]
Black Belt (BB) A Six Sigma expert and project team leader, primarily responsible for Six
Sigma improvement results. [11]
business analytics A domain of automated research for business intelligence that typically
involves using software for data mining, statistical analysis, predictive modeling, business
process modeling and predictive analytics. [6]
business intelligence Decision-support information about competitive factors. [6]
business process An ongoing method or system for fulfilling customers' needs without
involving significant mechanical or chemical processing. [11]
