LOMA 335 MODULE 3 STUDY GUIDE
Performance Dashboard - Answer -A technology-driven graphic display of the current
status of a company's most important performance measures presented in a readily
understood format.
Cascading Reports - Answer -Electronically linked reports bringing together related
data sets, and all within one electronic report, offering distinctive data views suitable for
various user needs.
Drill-Through Option - Answer -Report such as a dashboard is linked where you can
see different level of information in a summary report.
Quality Circle - Answer -A small group of EEs and supervisors from one operational
area who meet voluntarily on a regular basis to discuss quality issues and potential
solutions and improvements.
Agile Management - Answer -An approach to business effectiveness focused on finding
and seizing opportunities to improve operations and processes.
Intelligent Call Routing - Answer -An automated process that analyzes information
about a caller and directs them to a CSR that can help.
Automatic Call Distribution - Answer -A basic system that receives calls and directs
them to an employee.
Interactive Voice Response - Answer -A computer-based technology that answers
calls, greets callers, and prompts them to enter information or make a selection.
Call Load Forecasting - Answer -A process used to predict, within specified intervals,
the volume of inbound telephone calls and the amount of staff time needed to handle
those calls.
Root Cause Analysis - Answer -A set of structured analysis methods typically applied to
determine the causal factors that let to an unintended or undesired outcome so those
factors can be corrected or eliminated.
Pareto Principle - Answer -A guideline which states that a small percentage of causes
contribute to a large percentage of results.
Pareto Chart - Answer -A bar chart showing the frequency distribution of the sources of
defects in a given domain, each source denominated in its percentage shares of total
defects, and all sources arranged in a descending order.
Performance Dashboard - Answer -A technology-driven graphic display of the current
status of a company's most important performance measures presented in a readily
understood format.
Cascading Reports - Answer -Electronically linked reports bringing together related
data sets, and all within one electronic report, offering distinctive data views suitable for
various user needs.
Drill-Through Option - Answer -Report such as a dashboard is linked where you can
see different level of information in a summary report.
Quality Circle - Answer -A small group of EEs and supervisors from one operational
area who meet voluntarily on a regular basis to discuss quality issues and potential
solutions and improvements.
Agile Management - Answer -An approach to business effectiveness focused on finding
and seizing opportunities to improve operations and processes.
Intelligent Call Routing - Answer -An automated process that analyzes information
about a caller and directs them to a CSR that can help.
Automatic Call Distribution - Answer -A basic system that receives calls and directs
them to an employee.
Interactive Voice Response - Answer -A computer-based technology that answers
calls, greets callers, and prompts them to enter information or make a selection.
Call Load Forecasting - Answer -A process used to predict, within specified intervals,
the volume of inbound telephone calls and the amount of staff time needed to handle
those calls.
Root Cause Analysis - Answer -A set of structured analysis methods typically applied to
determine the causal factors that let to an unintended or undesired outcome so those
factors can be corrected or eliminated.
Pareto Principle - Answer -A guideline which states that a small percentage of causes
contribute to a large percentage of results.
Pareto Chart - Answer -A bar chart showing the frequency distribution of the sources of
defects in a given domain, each source denominated in its percentage shares of total
defects, and all sources arranged in a descending order.
