Practice Free SHRM-CP Exam Online Questions
The needs for achievement, power, and affiliation are part of whose theory?
- A . Frederick Herzberg’s
- B . David McClelland’s
- C . Douglas McGregor’s
- D . Victor Vroom’s
Which of the following is an example of shared value, according to Michael Porter and Mark Kramer?
- A . A conglomerate of schools provides philanthropic educational opportunities for children in an under-served community
- B . A household goods corporation paying for volunteers to travel to a catastrophic incident to assist with water and shelter relief efforts
- C . A sustainable electric company bears the full cost of providing free solar panels for electricity in an under-served rural community
- D . A shoe company partners with a micro-finance organization to manufacture a low-cost affordable
shoe for the poor in an underdeveloped region.
An organization will improve its ability to focus on critical business results by:
- A . Outsourcing non- core functions
- B . Implementing a flat structure
- C . Improving the organization’s Employer Value Proposition
- D . Focus strategic implementation on staff functions
Which of the following organizations operates a corporate strategy of differentiation?
- A . A chain of retail stores sells in bulk and offers discounts to only its loyal customers.
- B . The finished product of a company is run through the Six Sigma process to ensure customer satisfaction.
- C . A company develops a premium product that is distinctively adaptive to weather changes.
- D . A firm spends considerable money on print and television advertising to attract top-tier customers.
What elements does the risk matrix equation use to determine level of uncertainty?
- A . The current and prospective risk to earnings or capital arising from violations of or nonconformance with laws.
- B . The likelihood or probability of occurrence of an event and the severity of its impact.
- C . The high-level review and analysis of controls relating to a process.
- D . The measurements that are necessary for organizations to monitor for potential issues.
Which of the following HR functions is not appropriate for outsourcing?
- A . Instructional design
- B . COBRA Administration
- C . Open enrollment
- D . Human capital management plan
Which is the best indicator of how well management practices are working?
- A . Alignment
- B . Retention
- C . Engagement
- D . Stability
The Receptacle organization has lost its overall market share by 13% because its customer satisfaction levels has deteriorated over the last 7 months. The Chief Executive Officer (CEO) speaks to the Chief
Human Resource Officer (CHRO) about receiving anonymous emails of dysfunction in the customer service department. The CEO asks the CHRO to determine why the department is performing poorly, and if the Head of Customer Service (HCS) is able to lead the team effectively. The CEO states that the rising levels of customer complaints of poor service must be handled urgently and decisively.
The CHRO schedules a meeting with the HCS. The HCS was a top performer as an employee for 4 years and was recently promoted to lead the department. During the meeting, the HCS admits that he is facing significant employee relations problems. He states that certain employees are given preferential treatment by the CEO based on familial ties and these employees cannot be controlled. He is at a loss on what to do about these "problem" employees because they have access to the CEO based on family ties.
Staff in the department respond to an average of 3 calls per hour while the industry standard average is 7 calls per hour. The HCS states that he is desperate for help and is open to any solutions that the CHRO can offer. The CHRO finds that the department is not staffed at full capacity and though the vacant positions have been posted in-house, employees are not keen on applying for the roles based on rumors of poor employee relations, bias, chaotic systems and controls.
How should the CHRO resolve the problem of the small number of calls per hour in the department?
- A . Provide orientation training for the staff of the department to increase the number of calls by showing them a line of sight between their productivity levels and the strategic goals of the organization.
- B . Develop a Request for proposal (RFP) through which a temporary staffing agency is selected to provide optimum customer service per service level agreements (SLA).
- C . Work with the HCS to determine a compulsory work rule of 7 calls per hour for each employee going forward, based on the industry standard average.
- D . Take note of the calls, define the nature of the calls and determine the approximate time needed to
resolve customer issues successfully for each call.
Unlike her co-workers, Jadesola is motivated by autonomy, mastery, purpose, and challenging work; but her coworkers place a large emphasis on their paycheck. Jadesola is motivated by
- A . intrinsic motivators.
- B . authoritative motivators.
- C . extrinsic motivators.
- D . affiliation motivators.
Which of the following statement best describes a major barrier to the successful implementation of human resource strategies?
- A . Misaligned corporate branding strategies and practices
- B . Inconsistencies between corporate strategies and values
- C . Inability to agree upon and implement human resource metrics
- D . Unanticipated competitor opportunities and threats