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Question # 4

How does governance flow through an organization?

A.

Via delegation from owners to a governing body, who authorize organizationalcapabilitiesto take actions to create and support the outcomes to consumers.

B.

Via good planning in the higher levels of the organization, where it is critical that there is a clearly stated mission and vision with key objectives defined.

C.

Via organization-wide gatherings once or twice a year, where owners/stakeholders present the mission, vision and objectives, and take feedback from employees.

D.

Via performance contracts between an employee and his or her manager, making everybody responsible for part of the strategy.

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Question # 5

Emotional intelligence defines two main competencies: personal and social.

Which two skills belong to the social competence?

A.

Joining social groups and actively communicating with them

B.

Knowing social media and what people or situations can influence us

C.

Social awareness and relationship management

D.

Social content management and using social techniques

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Question # 6

The Define stage of the VeriSM™ model produces a definition of what good service looks like.

During which process does this activity take place?

A.

Create the service blueprint

B.

Create the solution

C.

Define consumer needs

D.

Gather requirements

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