BCS Practitioner Certificate in Business Analysis Practice 2018 : BAP18

An airline has agreed that the following Key performance indicator (KPI) will help measure one of the airline's Critical Success Factors (CSFs) -customer service. The KPI is the percentage of customers rating our service as excellent in an independently administrator customer survey.
In the current year, the performance objective associated with KPI is 70%. The airline, therefore, aims for at least 70% of customers rating its service as excellent.
Which of the following activities in a Business Activity Model would establish whether the KPI and its associated performance objective is being achieved?

• A. Agree performance objective.
• B. Deliver customer service.
• C. Define customer satisfaction.
• D. Monitor customer satisfaction.

A business case features a management summary, from which the below extract is taken:
'The new approach will incur significant investment in terms of software licenses and annual maintenance fees, which will not be negotiable until year four of the proposal. We will research competing suppliers in the marketplace at end of year three, the supplier will, therefore, be likely to otter a reduced price for year five and beyond. However, we are convinced that the selected option is the right one. It will give us a competitive edge as a result of improved management information, in addition to the boost it will give to our image with our established customers." Which categories of costs and benefits are described in this extract*?

• A. Intangible benefits, intangible costs
• B. Tangible benefits, intangible costs
• C. Tangible costs, intangible benefits.
• D. Intangible costs, tangible benefits

A local council has decided to completely redesign the way it provides library lending services: it plans to stop lending books and move towards an entirety online e-book lending model Four activities to be included in the Business Activity Model (BAM) are given below:
a) Lend books
b) Establish licensing arrangements with publishers.
c) Define lending policies
d) Monitor lending usage
What will be the dependencies between these activities on the BAM?

• A. c -- a - b - d
• B. d - c - a - b
• C. c - d - a - b
• D. c - b - a - d

A business analyst has been assigned to help develop a plan for expanding a business that produces software for mobile phones and has interview he managing director to understand his perspective regarding the expansion. The managing director's worldview is as follows:
''The purpose of our business is to develop and sell software for mobile phones. The expansion will enable us to increase the amount of software we procedure, so we can keep pace with the growing demand of the market for software that is easy to use.'' Which of the following is a 'transformation' for this worldview?

• A. Keep pace with the growing demands of the market.
• B. Develop and sell software for mobile phones.
• C. Ensure that software is easy to use
• D. Increase the amount of software we produce.

Part of the management summary of a business case is detailed below:
The key recommendation is that we proceed with the preferred option, a new process and a new IT system. We feel that this option is feasible. although we recognise there Is a risk of lower staff productivity while the new system Is being established ' Which category of costs or benefits has been described?

• A. Intangible benefits.
• B. Intangible costs
• C. Tangible costs.
• D. Tangible benefits