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Nokia SDM Certification - CARE Sample Questions:

1. Who is responsible for commercial and relationship escalation towards the customer?

A) CT Head supported by Care Program Management.
B) Care Program Manager.
C) Care Program Manager supported by CT Head.
D) Care Program Manager supported by Project Manager.

2. What is the main HWS KPI related to Delivery Accuracy?

A) The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
B) The percentage of failure reports processed within the agreed Turn Around Time.
C) The percentage of faulty units received from a Customer within the agreed Turn Around Time.
D) The percentage of spare units delivered to a Customer within the agreed Turn Around Time as new spares or replacements for units which cannot be repaired.

3. During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?

A) Ask the CT head to support in finding and correcting possible reasons.
B) Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
C) Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
D) Comment in the report that there have been wrong allocations.

4. What are the CaPM responsibilities regarding cost management?

A) To support the CT Head in her/his cost monitoring activity.
B) To support the F&C Controller in her/his cost monitoring activity.
C) To monitor costs on a periodic basis and initiate corrective actions as needed.
D) To review the actual financial data against the estimated figures and report it to the CT Head.

5. What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?

A) Refuse service delivery until the customer raises a purchase order.
B) Authorise service delivery without a customer order.
C) Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.
D) Prepare a service offering and propose it to customer.

Solutions: