Digital Transformation of Industries
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Questions and Answers

What is the primary responsibility of the Enterprise business unit?

  • Conducting research for new telecommunications technologies
  • Managing BSNL’s advertising and promotional strategies
  • Providing voice solutions, data solutions, and managed services (correct)
  • Developing mobile applications for customer engagement

Who oversees the core network management within the Enterprise business unit?

  • A Senior Project Manager
  • The Director of BSNL
  • An Executive Director (correct)
  • The Chief Financial Officer

What new business opportunity is being pursued by the New Businesses unit?

  • Passive infrastructure sharing (correct)
  • Mobile app creation
  • Voice solution development
  • Increased social media presence

Which of the following areas is NOT mentioned as a responsibility of the business units?

<p>Research and development of hardware (C)</p> Signup and view all the answers

What critical resources do the business units control?

<p>Engineering, development, and operations of network assets (C)</p> Signup and view all the answers

What is the first step in the communication process?

<p>Ideation (C)</p> Signup and view all the answers

Which step involves organizing the message for effective transmission?

<p>Encoding (C)</p> Signup and view all the answers

What is emphasized as crucial before communicating a message?

<p>Engaging the brain to develop an idea (A)</p> Signup and view all the answers

During transmission, what should senders avoid to ensure clarity?

<p>Timing their communication poorly (B)</p> Signup and view all the answers

What is the main purpose of encoding in the communication process?

<p>To format the message for transmission (D)</p> Signup and view all the answers

What does Step 3 involve in the communication process?

<p>Transmitting the fully developed message (A)</p> Signup and view all the answers

Why might a sender choose not to bypass a supervisor when transmitting a message?

<p>To ensure proper authority is maintained (C)</p> Signup and view all the answers

What could be a potential barrier during transmission?

<p>Receiver's attentiveness (C)</p> Signup and view all the answers

What has significantly changed the cost of advanced technologies from 2007 to 2015?

<p>Advancements in digital technology (A)</p> Signup and view all the answers

What is a typical duration for digital start-ups to reach a billion-dollar valuation today?

<p>4 years (D)</p> Signup and view all the answers

Which of the following is NOT mentioned as a technology involved in digital transformation?

<p>Blockchain technology (A)</p> Signup and view all the answers

What potential societal benefit is cited as a result of digital transformation?

<p>Saving lives through autonomous vehicles (B)</p> Signup and view all the answers

What is a key challenge in realizing the potential of digital transformation?

<p>Lack of understanding of digital transformation (B)</p> Signup and view all the answers

What is suggested to be critical for tackling various contemporary challenges?

<p>Realizing the combined value of digital transformation (B)</p> Signup and view all the answers

What is one benefit of using self-service portals in customer service?

<p>They provide customers with round-the-clock assistance. (C)</p> Signup and view all the answers

According to the content, what is an effect of digital technologies on customer expectations?

<p>They are creating new profit pools (B)</p> Signup and view all the answers

What myth about digital transformation is highlighted in the content?

<p>Digital start-ups do not significantly disrupt established businesses (C)</p> Signup and view all the answers

How has digital transformation impacted customer expectations?

<p>Customers have higher expectations for service delivery. (D)</p> Signup and view all the answers

What role does artificial intelligence play in digital transformation for service departments?

<p>AI drives efficiency by handling simple inquiries. (A)</p> Signup and view all the answers

Which of the following best describes the 'on-demand economy'?

<p>An economy where services are delivered at any time through digital means. (B)</p> Signup and view all the answers

What is one of the main functionalities of AI-powered chatbots in customer service?

<p>They answer basic inquiries to reduce wait times. (C)</p> Signup and view all the answers

Which feature might NOT be included in a self-service portal?

<p>Live video support (C)</p> Signup and view all the answers

What is a primary factor that has contributed to the growth of the on-demand economy?

<p>Development of cloud computing and mobile apps. (D)</p> Signup and view all the answers

What expectation do customers now have regarding service departments due to digital transformation?

<p>They anticipate service being available during their preferred times. (A)</p> Signup and view all the answers

What is a primary objective of upward communication?

<p>To give employees a chance to provide feedback (A)</p> Signup and view all the answers

Which of the following is a limitation of upward communication?

<p>Fear of criticism (A)</p> Signup and view all the answers

What happens to information as it moves down through several levels of management?

<p>It may become distorted and lose relevance (C)</p> Signup and view all the answers

What is essential for effective upward communication?

<p>Keeping the line of communication short (C)</p> Signup and view all the answers

What may happen if upward communication is poor?

<p>Management loses touch with employee needs (A)</p> Signup and view all the answers

Which of the following describes horizontal communication?

<p>Communication among peers at the same level (C)</p> Signup and view all the answers

What behavior is essential for developing active listening skills?

<p>Making eye contact (B)</p> Signup and view all the answers

Which of the following is a common misconception about negative feedback?

<p>It should always be avoided. (B)</p> Signup and view all the answers

Why might information become distorted during communication?

<p>Due to long lines of communication (C)</p> Signup and view all the answers

What can be a consequence of resentment among subordinates?

<p>Built-in resistance against management (D)</p> Signup and view all the answers

What is a key strategy for ensuring understanding during a conversation?

<p>Summarizing what the speaker has said (C)</p> Signup and view all the answers

How should negative feedback be approached for it to be accepted?

<p>Present it in an objective manner (D)</p> Signup and view all the answers

What can affect a listener's ability to focus during a conversation?

<p>Being preoccupied with unrelated thoughts (C)</p> Signup and view all the answers

What type of feedback is likely to be given promptly and enthusiastically?

<p>Positive feedback (B)</p> Signup and view all the answers

What is an ineffective behavior while listening?

<p>Playing with a pencil (D)</p> Signup and view all the answers

Which statement best describes the approach to providing specific feedback?

<p>Focus on specific behaviors and incidents (D)</p> Signup and view all the answers

Flashcards

Digital Transformation of Industries

The rapid and significant advancements in digital technologies are reshaping how society functions.

Plummeting Cost of Technology

The cost of powerful technologies, like smartphones, is dramatically declining, making innovation accessible to more people.

Combinatorial Effects of Digital Technologies

The combined effects of various digital technologies like mobile devices, cloud computing, and artificial intelligence are exponentially speeding up progress.

Value Creation through Digital Transformation

Digital transformation empowers businesses to generate unprecedented value and create new revenue sources.

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Rapid Growth of Digital Startups

The speed at which new digital companies achieve significant financial success is remarkable.

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Transforming Customer Expectations

Digital technologies are reshaping customer expectations and giving businesses new ways to meet those needs.

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Societal Benefits of Digitalization

Digitalization can positively impact society, potentially exceeding the benefits to businesses.',

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Demystifying Digital Myths

The true extent of the impact of digital technologies, particularly on jobs, is often misunderstood.

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Digital Transformation in Marketing

Digital transformation in marketing focuses on using technology to create personalized customer experiences, understand their needs, and build strong relationships.

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On-Demand Economy

The "on-demand economy" refers to services like ride-sharing apps and food delivery, where customers can access goods or services instantly using technology.

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Customer Expectations in the Digital Age

The rise of the on-demand economy has led to increased customer expectations for businesses to embrace digital technology and offer instant, convenient solutions.

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24/7 Customer Support

Companies are increasingly leveraging technology like chatbots and self-service portals to provide 24/7 customer support and offer solutions.

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Self-Service Portals

Self-service portals give customers the ability to resolve common issues on their own, like password resets or information retrieval, without needing to contact customer service.

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AI Powered Chatbots

Chatbots powered by artificial intelligence (AI) can answer simple customer inquiries, freeing up human agents to handle more complex issues.

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AI in Customer Service

The use of AI and digital tools for customer service is a prominent example of digital transformation in action.

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Digital Transformation in Customer Service

Digital transformation empowers service departments to provide better customer support, build stronger relationships, and ultimately win more business.

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Idea Development

The initial step in communication where the sender forms an idea they want to convey.

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Encoding

Transforming the sender's idea into a format suitable for transmission, like words, symbols, or charts.

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Transmission

The act of delivering the encoded message through chosen channels: memo, phone call, etc.

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Decoding

The receiver's attempt to understand the meaning of the transmitted message.

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Accept and Use

The receiver's acceptance and assimilation of the message into their own understanding.

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Barriers to Communication

Obstacles that can interfere with successful message transmission, like noise, distractions, or cultural differences.

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Choosing a Transmission Method

The sender choosing a suitable method and channel for delivering the message.

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Timing and Context

The sender being mindful of the timing and context when delivering the message.

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Downward Communication

Communication that flows from superiors to subordinates, often involving instructions, policies, and updates.

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Information Loss

The loss of accuracy and meaning in a message as it travels through multiple levels of communication.

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Communication Distortion

The change or misinterpretation of information as it passes through different levels of communication.

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Upward Communication

Communication that flows from subordinates to superiors, typically involving feedback, suggestions, and grievances.

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Reluctance in Upward Communication

The reluctance or unwillingness of subordinates to express their ideas or concerns to their superiors.

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Horizontal/Lateral Communication

Communication that occurs between individuals at the same level of an organization, for example, peers or colleagues.

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Enterprise Business Unit

BSNL's business unit serving medium and large companies, carriers, and ISPs. Offers voice, data, and managed services. Also handles wholesale business on the NLD and ILD networks.

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New Businesses

A business unit tasked with exploring and pursuing new business opportunities for BSNL, such as passive infrastructure sharing and expanding telecom operations internationally. It also looks to leverage BSNL's real estate assets for revenue.

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Core Network

BSNL's core network, including transmission media assets like optical fiber cables and microwave links. Responsible for the connectivity and infrastructure that forms the backbone of the network.

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BU Resource Control

Each of the business units (Enterprise, New Businesses, and Core Network) has autonomy over critical resources needed for their operations. This includes planning, marketing, sales, customer service, and engineering.

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BU Revenue and Profit Responsibility

Each business unit is responsible for generating revenue and driving profitability within its respective area of operations.

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Active listening

The process of paying close attention to what someone is saying, understanding the message, and responding appropriately.

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Effective feedback

Feedback that is designed to be helpful and constructive. It focuses on specific behaviors and provides clear and actionable insights.

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Positive feedback

Feedback that is positive and encouraging. It highlights strengths and accomplishments.

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Negative feedback

Feedback that is given to point out areas for improvement. It should be delivered constructively and focus on specific behaviors.

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Avoiding negative feedback

The tendency to avoid giving negative feedback, often due to fear of confrontation or causing hurt feelings.

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Credible feedback

Feedback that is likely to be accepted because it is delivered in a way that feels credible and objective.

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Handling negative feedback resistance

Being mindful of the potential resistance to negative feedback and responding to it with tact and understanding.

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Specific feedback

Delivering feedback that focuses on specific behaviors, avoiding generalizations or subjective opinions.

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Study Notes

Digital Transformation of Industries

  • Rapid digital advancements reshape society
  • Technology costs plummet (e.g., smartphones) driving business & societal change
  • Combined effects of mobile, cloud, AI, sensors, analytics accelerate progress
  • Digital transformation offers unparalleled value creation opportunities
  • Fortune 500 companies take 20 years to reach $1B valuation, digital startups reach it in 4
  • Digital technologies create new profit pools by altering customer expectations and business approaches
  • Digitalization potentially benefits society, e.g., autonomous vehicles & insurance could save 1 million lives by 2025
  • Current understanding of digital transformation is limited; myths obscure its potential
  • Digital transformation disrupts established industries from startups' impact & automation's effect on employment is different than initial perceptions
  • Realizing digital transformation's value is crucial to tackling present societal challenges, e.g. energy & natural resource use

Digital Transformation in Marketing

  • Digital tools enable marketers to connect with individual customers
  • 'On-demand economy' globally impacts businesses
  • Smartphone ubiquity, digital payment systems, and apps revolutionize customer fulfillment
  • Enhanced customer expectations for 24/7 service on chosen channels
  • Self-service portals empower customer solutions
  • AI-powered chatbots ease customer interactions and streamline service
  • Self-service portals assist password resets, incident logging, service requests, and knowledge seeking, and may also include collaborative spaces, chats, and social media feeds related to service issues

Communication Process

  • Communication process comprises idea development, encoding, transmission, bridging, receiving, decoding, and acceptance of use (6 steps)
  • Idea development is essential for the communication process
  • Messages are encoded into suitable words, charts, or symbols for transmission
  • Transmission involves chosen methods like memos, phone calls or personal visits with consideration of timing and channel barriers
  • Communication losses and distortions are present at receiving end, especially in long downward communication chains with 20% of downward messages actually reaching the worker level

Effective Communication Skills

  • Upward communication involves ideas exchanged with superiors (feedback) providing employees means of expressing problems or contributing constructively
  • Poor upward communication, causes issues for management because of loss of touch and insufficient information
  • Techniques for effective upward communication include closeness between superiors and subordinates, shorter communication paths, and quick resolution of grievances
  • Horizontal or lateral communication occurs between people of the same level
  • Barriers to communication can stem from lazy mind-wandering during reception, eye contact avoidance/distracting actions/interrupting/lack of smooth transitions, resulting in flawed decoding and understanding
  • Feedback is categorized as positive and negative with positive feedback being favored, however negative feedback, if managed effectively is credible and objective and is most likely accepted
  • Developing feedback skills requires focusing on specific behaviors

Business Unit Structures (BSNL)

  • BSNL comprises Enterprise and New Businesses business units
  • Enterprise BU serves large businesses, carriers, and ISPs and encompasses voice, data solutions, and managed services
  • Enterprise BU oversees wholesale business on the national and international long-distance networks, plus BSNL’s core network (transmission media like optical fiber and microwave)
  • New Businesses BU handles new opportunities like passive infrastructure sharing, international expansion, and leveraging real estate assets
  • Each BU is responsible for revenue generation, profit management, strategy, product management, marketing, sales, distribution, customer service, and asset engineering, development, and operation.

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Description

Explore how rapid digital advancements are revolutionizing industries and society. This quiz delves into the impact of technologies such as mobile, cloud, and AI, and how they reshape customer expectations and business models. Understand the challenges and opportunities presented by digital transformation.

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