It is essential that an owner at senior level has overall responsibility for Service Management. Which of the statements below is a best practice?

Question

Options

• AA senior responsible owner should be assigned as chairman of the Change Advisory Board
• BA senior responsible owner should handle all customer complaints to be able to improve
• CA senior responsible owner should ensure resourcing for service improvement activities.
• DA senior responsible owner should have responsiblity for Customer Relationship

• A
  3% (1)
• B
  16% (5)
• C
  72% (23)
• D
  9% (3)

Explanation

Ensuring resourcing for service improvement activities is a strategic, governance-level responsibility - exactly what a Senior Responsible Owner (SRO) is meant to provide. The SRO exists to champion and enable Continual Service Improvement (CSI) at the organizational level, which requires securing budget, staff, and sponsorship, not performing operational tasks.

Why the distractors fail:

• A is wrong because chairing the Change Advisory Board is an operational/tactical role belonging to the Change Manager, not a senior owner.
• B is wrong because personally handling all customer complaints is a frontline operational task, far below the scope and purpose of senior ownership.
• D is wrong because Customer Relationship Management is a dedicated functional role (Customer Relationship Manager); while the SRO may have oversight, "responsibility for Customer Relationship" as a day-to-day function is not their defining best-practice role.

Memory tip: Think "SRO = Resources, not Routine." The SRO's job is to make improvement possible (resources, authority, sponsorship) - if the task sounds like something a manager or frontline staff would do daily, it's not the SRO's best-practice responsibility.

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