Week 12

Question 1

Angela Coyle earned her doctorate in sociology from which university?

- A) University of Warwick

- B) University of Birmingham

- C) Aston University

- D) Coventry Polytechnic

Answer 1

A) University of Warwick

Question 2

Angela Coyle served as the director of the Women in Work program during which years?

- A) 1981–1984

- B) 1984–1988

- C) 1988–1991

- D) 1991–1996

Answer 2

B) 1984–1988

Question 3

Which of Angela Coyle’s roles directly preceded her position as a professional research fellow at City University London?

- A) Senior research fellow at Aston University

- B) Head of Department at Coventry Polytechnic

- C) Lecturer at University of Birmingham

- D) Director of Organization Development Center

Answer 3

B) Head of Department at Coventry Polytechnic

Question 4

Angela Coyle is an advocate for which primary cause?

- A) Environmental sustainability

- B) Women’s rights and empowerment

- C) Economic globalization

- D) Technological innovation

Answer 4

B) Women’s rights and empowerment

Question 5

Which of the following books was authored by Angela Coyle?

- A) Globalization and Its Discontents

- B) The Redundant Woman

- C) Women and Work

- D) Both B and C

Answer 5

D) Both B and C

Question 6

What industry trend does the article primarily focus on?

- A) Automation in retail services

- B) Outsourcing of customer service to offshore call centers

- C) Deregulation of financial institutions

- D) Technological advancements in supply chain management

Answer 6

B) Outsourcing of customer service to offshore call centers

Question 7

Which region is NOT mentioned as a typical location for offshore call centers?

- A) India

- B) Eastern Europe

- C) Southeast Asia

- D) South America

Answer 7

D) South America

Question 8

What is the primary economic driver behind outsourcing customer service?

- A) Improving customer satisfaction

- B) Reducing operational costs

- C) Accessing global markets

- D) Complying with legal standards

Answer 8

B) Reducing operational costs

Question 9

What technological innovation facilitated the globalization of customer service?

- A) Artificial intelligence

- B) Global supply chains

- C) Satellite communications

- D) Cloud computing

Answer 9

B) Global supply chains

Question 10

According to the article, what sparked initial backlash against offshore call centers?

• A) Wage disparities among employees
• B) Customer dissatisfaction with service quality
• C) Language barriers leading to security concerns
• D) Racial tensions and cultural misunderstandings

Answer 10

B) Customer dissatisfaction with service quality

Question 11

What cultural aspect posed the greatest difficulty for offshore advisers?

• A) Accents and dialects
• B) Legal compliance with UK standards
• C) Misunderstanding cultural holidays
• D) Technical language used in service manuals

Answer 11

A) Accents and dialects

Question 11

What was a significant challenge faced by Blanco’s offshore call centers?

• A) Legal barriers to international data exchange
• B) Difficulty in enacting sociability required for customer service
• C) Excessive operational costs
• D) Inability to handle technical processes

Answer 11

B) Difficulty in enacting sociability required for customer service

Question 12

What was a result of dissatisfaction with offshore call centers?

• A) Increased reliance on artificial intelligence
• B) Decline in UK-based job opportunities
• C) Damage to brand reputation and customer loyalty
• D) Introduction of stricter labor laws

Answer 12

C) Damage to brand reputation and customer loyalty

Question 13

What ethical concern is discussed in relation to offshore call centers?

• A) Unpaid overtime for offshore workers
• B) Wage disparities between offshore and onshore staff
• C) Exploitation of underage labor
• D) Absence of cultural training for employees

Answer 13

B) Wage disparities between offshore and onshore staff

Question 14

Which factor does the author argue complicates customer-facing roles in offshore settings?

• A) Legal limitations on call center operations
• B) Incompatibility of interpersonal skills with cultural norms
• C) Excessive time zone differences
• D) Limited internet connectivity in offshore regions

Answer 14

B) Incompatibility of interpersonal skills with cultural norms

Question 15

What strategy does Angela Coyle suggest for improving offshore call center effectiveness?

• A) Complete onshoring of all roles
• B) Strategic best shoring
• C) Investing in automated call systems
• D) Expanding to more offshore locations

Answer 15

B) Strategic best shoring

Question 16

What is the purpose of the best shoring approach?

• A) Minimize wage gaps across different regions
• B) Combine cost savings with service quality and cultural alignment
• C) Ensure legal compliance in all markets
• D) Prevent backlash from local governments

Answer 16

B) Combine cost savings with service quality and cultural alignment

Question 17

According to the author, which types of roles should remain onshore?

• A) Roles involving complex customer interactions
• B) Routine technical tasks
• C) IT support and maintenance roles
• D) Data processing jobs

Answer 17

A) Roles involving complex customer interactions

Question 18

How does the author suggest balancing the challenges of globalization in customer service?

• A) Outsourcing only routine tasks
• B) Offering customers a choice between onshore and offshore representatives
• C) Rotating offshore staff to onshore locations for training
• D) Implementing strict language proficiency requirements

Answer 18

A) Outsourcing only routine tasks

Question 19

Which company’s experience does the article analyze to discuss globalization challenges?

• A) Banco
• B) Blanco
• C) LineCall
• D) CityNet

Answer 19

B) Blanco

Question 20

What was the main reason for Walmart’s failure in the German market?

a) High labour costs in Germany
b) Inability to adapt its business model to local conditions
c) Intense competition from Ikea and H&M
d) Lack of financial resources for expansion

Answer 20

b) Inability to adapt its business model to local conditions

Question 21

What cultural mismatch did Walmart encounter with its German employees?
a)Dislike of practices like the Walmart cheer
b)Refusal to work with non-German managers
c)Resistance to using English as the management language
d)A preference for part-time jobs

Answer 21

a)Dislike of practices like the Walmart cheer

Question 22

Which German shopping habit conflicted with Wal-Mart’s one-stop shop model?
a)Preference for online shopping
b)Avoiding discount stores
c)Buying products in bulk
d)Shopping at multiple stores for different needs

Answer 22

d)Shopping at multiple stores for different needs

Question 23

How did Wal-Mart’s pricing strategy conflict with German regulations?
a)German laws prohibit price wars and dumping practices
b)Discounts are not allowed in any form
c)Prices in Germany must be set by the government
d)German shoppers disliked low prices

Answer 23

a)German laws prohibit price wars and dumping practices

Question 24

Why did Wal-Mart face issues with its suppliers in Germany? a)Suppliers were not willing to lower their prices b)Wal-Mart refused to pay suppliers on time c)Wal-Mart’s strong-arm tactics alienated suppliers d)German suppliers lacked quality control

Answer 24

c)Wal-Mart’s strong-arm tactics alienated suppliers

Question 25

What does Wal-Mart's failure in Germany reveal about the limits of globalization theories that emphasize convergence toward a single, most-efficient business model? a)Local competitors in the retail sector are inherently resistant to international players due to protective regulations. b)Globalization only succeeds in markets where consumers readily adapt to foreign business practices. c)Efficiency is not an objective standard but is shaped by local cultural, institutional, and consumer norms. d)Successful globalization requires imposing uniform practices and bypassing local market conditions.

Answer 25

c)Efficiency is not an objective standard but is shaped by local cultural, institutional, and consumer norms.

Question 26

Why was Wal-Mart unable to establish itself as a low-cost leader in the German retail market despite its global reputation for low prices? a)German antitrust laws and restrictions on price wars made it difficult for Wal-Mart to implement aggressive pricing strategies. b)German customers perceived Wal-Mart's customer service practices as an unnecessary expense rather than an enhancement to the shopping experience. c)Established competitors like Aldi and Lidl already dominated the low-cost segment with a no-frills approach tailored to German shopping habits. d)All of the above

Answer 26

d)All of the above

Question 27

How did Wal-Mart’s labor practices fundamentally clash with German labor norms? a)Wal-Mart introduced lower wages than its competitors, leading to protests by German unions. b)Wal-Mart failed to recognize the role of work councils and bypassed their consultation on labor policies. c)Wal-Mart mandated English as the corporate language, which alienated its German workforce. d)Wal-Mart refused to hire unionized workers, violating German labor laws.

Answer 27

b)Wal-Mart failed to recognize the role of work councils and bypassed their consultation on labor policies.

Question 28

What historical event significantly accelerated the practice of offshoring? a)The end of the Second World War b)The OPEC oil embargo c)The end of the Bretton Woods system in the 1970s d)The debt crisis of the 1980s

Answer 28

c)The end of the Bretton Woods system in the 1970s

Question 29

What is a key advantage of applying the ADDAPT framework in supply chain management? a)It focuses on proactive and reactive strategies for handling disruptions. b)It removes the need for supplier diversification. c)It prioritizes cost savings over resilience. d)Because it uses AI, it reduces the complexity of supply chain logistics.

Answer 29

a)It focuses on proactive and reactive strategies for handling disruptions.

Question 30

Which country has the largest service sector in the world, contributing approximately 30% of global output? a)China b)The United States c)Nigeria d)Germany

Answer 30

b)The United States

Question 31

In this week’s reading, which industry was used as an example of how the service industry can still be environmentally detrimental despite its intangibility? a)Cruise industry b)Beauty c)Restaurants d)Higher education

Answer 31

a)Cruise industry

Question 32

What is a key advantage of applying the ADDAPT framework in supply chain management? a)It focuses on proactive and reactive strategies for handling disruptions. b)It removes the need for supplier diversification. c)It prioritizes cost savings over resilience. d)Because it uses AI, it reduces the complexity of supply chain logistics.

Answer 32

a)It focuses on proactive and reactive strategies for handling disruptions.

Question 33

Why are global cities like New York, London, and Tokyo particularly influential in service-dominated economies? a)They focus entirely on low-wage service jobs. b)They depend heavily on high-tech manufacturing. c)They centralize decision-making for multinational corporations. d)They are less impacted by globalization than other cities.

Answer 33

c)They centralize decision-making for multinational corporations.

Question 34

What is one key difference between offshoring and outsourcing? a)Outsourcing focuses on manufacturing, while offshoring applies only to services. b)Offshoring involves independent foreign suppliers, whereas outsourcing does not. c)Offshoring requires multinational partnerships, while outsourcing is only sometimes multinational. d)Offshoring maintains corporate control, while outsourcing involves external suppliers.

Answer 34

d)Offshoring maintains corporate control, while outsourcing involves external suppliers.

Question 35

What differentiates the service economy from other sectors of the economy? a)On a global scale, it is dominated by countries that were formerly colonized. b)It is exclusively limited to retail, healthcare, and education. c)In economic terms, it is primarily focused on inputs, not outputs. d)It provides intangible things like advice, experiences, and attention.

Answer 35

It provides intangible things like advice, experiences, and attention. (Correct Answer)

Question 36

What was a significant factor in the growth of the service sector in economies like Pittsburgh? a)A substantial increase in automobile exports. b)Organized labor was stronger than in the 1950s. c)The decline of steel production. d)Improved supply chain management.

Answer 36

c)The decline of steel production.

Question 37

How does the IMF define an Offshore Financial Center (OFC)? a)A locale that provides financial services at a large scale that is also located on an island. b)A tax haven that only deals with individuals and corporations from abroad. c)A location providing financial services to non-residents disproportionate to its domestic economy. d)A country that has no corporate income tax.

Answer 37

c)A location providing financial services to non-residents disproportionate to its domestic economy.

Question 38

What was one of the major reasons for deindustrialization in economies like Pittsburgh in the 1970s and 1980s? a)Rising global trade tariffs. b)The fallout from decolonization in Africa and Asia. c)Technological advancements in manufacturing. d)Increased focus on global cities like Tokyo.

Answer 38

c)Technological advancements in manufacturing.

Question 39

What is the primary purpose of the ADDAPT framework proposed in the article? a)To manage both known and unknown supply chain risks. b)To develop AI-managed manufacturing processes. c)To increase supply chain transparency through blockchain technology. d)To reduce costs by offshoring production facilities.

Answer 39

a)To manage both known and unknown supply chain risks.

Question 40

What is one key difference between offshoring and outsourcing? a)Outsourcing focuses on manufacturing, while offshoring applies only to services. b)Offshoring involves independent foreign suppliers, whereas outsourcing does not. c)Offshoring requires multinational partnerships, while outsourcing is only sometimes multinational. d)Offshoring maintains corporate control, while outsourcing involves external suppliers.

Answer 40

d)Offshoring maintains corporate control, while outsourcing involves external suppliers.

Question 41

Which city is an example of a “global city” that emerged in the 1980s due to advanced services and finances? a)London b)Pittsburg c)Moscow d)Beijing

Answer 41

a)London

Question 42

What is the key difference between offshoring and outsourcing? a)Offshoring involves foreign suppliers, while outsourcing uses multinational producers. b)Offshoring establishes a company's own facilities abroad, while outsourcing relies on independent suppliers. c)Offshoring is focused on manufacturing, while outsourcing is limited to services. d)There is no difference.

Answer 42

b)Offshoring establishes a company's own facilities abroad, while outsourcing relies on independent suppliers.

Question 43

What was a major problem Bankco faced with the student workforce in its UK call center? A) High levels of skill but low productivity B) Rigid adherence to work hours C) High turnover and absenteeism D) Resistance to managerial control