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Question 1

The management of a chain of hotels has decided that one of its critical success factors (CSF) is to 'provide excellent customer service' The below measures have been suggested. Which THREE of these are appropriate key performance indicators (KPIs) for the CSF 'provide excellent customer service"?

Options :

A : The number of customers who make use of their in-room mini bar

B : The percentage of customers who use the leisure facilities

C : The number of customers who complain.

D : The percentage of customers who join the hotel loyalty scheme

E : The percentage of customers who return

Answer: C,D,E

Question 2

What is the first step in the gap analysis process?

Options :

A : Assemble representations of existing situation.

B : Consider possible actions to address the gaps.

C : Compare representations of the existing and target situations.

D : Identify gaps to be addressed.

Answer: A

Question 3

The quantitative measures of performance that are used to track achievement of critical success factors are known as what?

Options :

A : Vision and strategy indicators.

B : Objectives

C : Key performance indicators

D : Balanced business scorecard

Answer: C

Question 4

The horizontal bar of the T-shaped professional describes what?

Options :

A : The deep and specific domain knowledge

B : Professional techniques of a business analyst.

C : The variants of a business analyst.

D : The multi-disciplinary breadth of skill and knowledge

Answer: D

Question 5

What is the purpose of the business readiness assessment?

Options :

A : Analysing if the business area is sufficiently prepared to accept the business change.

B : Checking that the user acceptance testing has been completed and there are no outstanding defects.

C : Ensuring that all of the requirements have been fully traced throughout the lifecycle.

D : Evaluating market conditions to ensure they have not changed whilst the product was in development.

Answer: A