Question 1

Projects are more prone to conflict when outsourcing project work. The primary control mechanism for dealing with and resolving problems is known as _________.

Accepted Answer

A)   de-escalation
B)   conflict resolution
C)   escalation
D)   mutual dialogue
E)   communication

Question 2

Co-location is less relevant for independent work that does not require ongoing coordination between professionals from different organizations.

Accepted Answer

A) True 
 B)False

Question 3

The term __________ has traditionally been applied to the transferring of business functions or processes to other, often foreign, companies.

Accepted Answer

A)   offshoring
B)   off-campus
C)   off-premises
D)   outsourcing
E)   contracting

Question 4

The following are ways a project manager can manage a customer's expectations and perceptions EXCEPT

Accepted Answer

A)   avoid the temptation to oversell the virtues of the project to win approval.
B)   make sure to develop a well-defined scope statement.
C)   delay communicating problems that you feel can be resolved without involving the customer.
D)   share significant risks that might disrupt project execution.
E)   make sure that customer interactions are handled in a competent and professional manner.

Question 5

Whether a client is dissatisfied or delighted with a project is not based on hard facts and objective data but on perceptions and _________.

Accepted Answer

A)   understanding
B)   comprehension
C)   expectations
D)   discernment
E)   appreciation

Question 6

Not only can contracted project work be cheaper, it can also be done __________.

Accepted Answer

A)   faster
B)   with better quality
C)   with less conflict
D)   with less complexity
E)   All of these alternatives are correct.

Question 7

Why are extensive training and team building activities important when managing contracted relationships?

Accepted Answer

A)   Extensive training and team building activities are not worth the effort because people issues will usually work themselves out over time.
B)   So team members are provided with a theoretical understanding of the barriers to collaboration as well as the skills and procedures to be successful.
C)   So conflict management processes can be put into place.
D)   So teams can still function together when co-location is not important for project success.
E)   So teams can identify difficult individuals and keep their distance during the project.

Question 8

Which of the following is part of the traditional approach to managing contracted relationships?

Accepted Answer

A)   Structured communications
B)   Long-term commitment
C)   Total company involvement
D)   Shared risk
E)   Mutual trust

Question 9

Ultimate success of the project is determined by

Accepted Answer

A)   whether the project was completed on time.
B)   whether the customer is happy.
C)   whether the project meets specifications.
D)   whether the project was under budget.
E)   whether the project served the purpose it intended.

Question 10

A key element to any conflict management process is

Accepted Answer

A)   defined boundaries.
B)   resolution.
C)   escalation.
D)   a charter.
E)   a request for proposal.

Question 11

Many companies recognize that major benefits can be enjoyed when outsourcing arrangements extend across multiple projects and are long term. Identify and describe three advantages for establishing long-term partnerships.

Accepted Answer

Improved performance: Over tim...

Question 12

In order to be even moderately successful at managing relations, a project manager needs to be skilled at managing customer ___________ and ____________ .

Accepted Answer

A)   expectations; perceptions
B)   budget; schedule
C)   fears; concerns
D)   jargon; competency
E)   surveys; feedback

Question 13

The result of team building among the project's participants that states their common goals for the project as well as the procedures that will be used to achieve these goals is a

Accepted Answer

A)   signed contract.
B)   legal partnership agreement.
C)   project plan.
D)   partnering charter.
E)   responsibility matrix.

Question 14

Cost __________ is a major advantage of outsourcing project work because companies can secure competitive prices for contracted services, especially if the work can be outsourced offshore.

Accepted Answer

A)   clarity
B)   certainty
C)   reduction
D)   depletion
E)   variance

Question 15

When using the partnering approach to manage contracted relationships, mutual ________ forms the basis for strong working relationships.

Accepted Answer

A)   respect
B)   collaboration
C)   communication
D)   creativity
E)   trust

Question 16

Discuss how key practices in the partnering approach to managing contracted relationships vary from those in the traditional approach regarding risk, length of commitment, and structure of project teams.

Accepted Answer

In partnering, risk is shared jointly am...

Question 17

Security issues on an outsourced project can be mitigated with a properly written contract.

Accepted Answer

A) True 
 B)False

Question 18

Principled negotiation emphasizes developing win / win solutions while protecting yourself against those who would take advantage of your forthrightness.

Accepted Answer

A) True 
 B)False

Question 19

The following are differences between the partnering approach and the traditional approach to managing contracted relationships EXCEPT

Accepted Answer

A)   mutual trust forms in the partnering approach where suspicion and distrust are prominent in the traditional approach.
B)   contracts establish long-term commitments in the partnering approach while single project contracting is normal in the traditional approach.
C)   access to each other's organization resources is available in the partnering approach but limited in the traditional approach.
D)   risk is shared jointly among partners in a partnering approach but is transferred to the other party in the traditional approach.
E)   the partnering approach entails significant time and energy while a handshake is satisfactory in the traditional approach.

Question 20

Describe the Met-Expectations Model of customer satisfaction including the formula to calculate it.

Accepted Answer

Customer satisfaction is a function of t...

Exam 12: Outsourcing: Managing Interorganizational Relations

Security issues on an outsourced project can be mitigated with a properly written contract.

Correct AnswerverifiedShow Answer

Principled negotiation emphasizes developing win / win solutions while protecting yourself against those who would take advantage of your forthrightness.

Correct AnswerverifiedShow Answer

Not only can contracted project work be cheaper, it can also be done __________.

Correct AnswerverifiedShow Answer

Whether a client is dissatisfied or delighted with a project is not based on hard facts and objective data but on perceptions and _________.

Correct AnswerverifiedShow Answer

Discuss how key practices in the partnering approach to managing contracted relationships vary from those in the traditional approach regarding risk, length of commitment, and structure of project teams.

Correct AnswerverifiedIn partnering, risk is shared jointly am...View AnswerShow Answer

Cost __________ is a major advantage of outsourcing project work because companies can secure competitive prices for contracted services, especially if the work can be outsourced offshore.

Correct AnswerverifiedShow Answer

Why are extensive training and team building activities important when managing contracted relationships?

Correct AnswerverifiedShow Answer

Many companies recognize that major benefits can be enjoyed when outsourcing arrangements extend across multiple projects and are long term. Identify and describe three advantages for establishing long-term partnerships.

Correct AnswerverifiedImproved performance: Over tim...View AnswerShow Answer

When using the partnering approach to manage contracted relationships, mutual ________ forms the basis for strong working relationships.

Correct AnswerverifiedShow Answer

The following are differences between the partnering approach and the traditional approach to managing contracted relationships EXCEPT

Correct AnswerverifiedShow Answer

Ultimate success of the project is determined by

Correct AnswerverifiedShow Answer

The term __________ has traditionally been applied to the transferring of business functions or processes to other, often foreign, companies.

Correct AnswerverifiedShow Answer

Which of the following is part of the traditional approach to managing contracted relationships?

Correct AnswerverifiedShow Answer

In order to be even moderately successful at managing relations, a project manager needs to be skilled at managing customer ___________ and ____________ .

Correct AnswerverifiedShow Answer

Projects are more prone to conflict when outsourcing project work. The primary control mechanism for dealing with and resolving problems is known as _________.

Correct AnswerverifiedShow Answer

The following are ways a project manager can manage a customer's expectations and perceptions EXCEPT

Correct AnswerverifiedShow Answer

The result of team building among the project's participants that states their common goals for the project as well as the procedures that will be used to achieve these goals is a

Correct AnswerverifiedShow Answer

Describe the Met-Expectations Model of customer satisfaction including the formula to calculate it.

Correct AnswerverifiedCustomer satisfaction is a function of t...View AnswerShow Answer

A key element to any conflict management process is

Correct AnswerverifiedShow Answer

Co-location is less relevant for independent work that does not require ongoing coordination between professionals from different organizations.

Correct AnswerverifiedShow Answer

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In partnering, risk is shared jointly am...
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Improved performance: Over tim...
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In order to be even moderately successful at managing relations, a project manager needs to be skilled at managing customer _ and __ .

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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Customer satisfaction is a function of t...
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