BCS PC-BA-FBA-20 Dumps Questions Answers

To determine which measures are appropriateKey Performance Indicators (KPIs)for the Critical Success Factor (CSF) "provide excellent customer service," we must first understand the relationship between CSFs and KPIs:

Critical Success Factors (CSFs):These are the essential areas or activities that an organization must excel at to achieve its goals. In this case, "provide excellent customer service" is a CSF.

Key Performance Indicators (KPIs):These are measurable metrics used to evaluate progress toward achieving a CSF. KPIs should directly align with the CSF and provide actionable insights.

Now, let’s evaluate each option to determine whether it is an appropriate KPI for the CSF "provide excellent customer service":

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

This measure tracks customer behavior related to a specific hotel amenity (the mini bar). While it may indicate customer satisfaction with the room's offerings, it does not directly measure the quality of customer service.

Conclusion:This isnot an appropriate KPIfor the CSF "provide excellent customer service."

B. The percentage of customers who use the leisure facilities

This measure tracks how many customers utilize the hotel's leisure facilities (e.g., gym, pool, spa). While it may reflect customer engagement with the hotel's amenities, it does not directly assess the quality of customer service.

Conclusion:This isnot an appropriate KPIfor the CSF "provide excellent customer service."

C. The number of customers who complain

Customer complaints are a direct indicator of dissatisfaction and can highlight areas where customer service needs improvement. A high number of complaints suggests poor customer service, while a low number indicates better service quality.

This measure is closely aligned with the CSF "provide excellent customer service" because it provides actionable feedback on service performance.

Conclusion:This is anappropriate KPIfor the CSF.

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

Customers are more likely to join a loyalty scheme if they have had a positive experience with the hotel, including excellent customer service. This measure reflects customer satisfaction and loyalty, which are outcomes of good service.

Conclusion:This is anappropriate KPIfor the CSF.

E. The percentage of customers who return

Repeat customers are a strong indicator of customer satisfaction and loyalty, which are directly influenced by the quality of customer service. If customers return to the hotel, it suggests they were satisfied with their previous experience, including the service they received.

Conclusion:This is anappropriate KPIfor the CSF.

Aprocess modelis a visual representation of a business process or workflow, showing how activities are performed and how they relate to one another. It is commonly used in business analysis to understand, analyze, and improve processes.

Key Characteristics of a Process Model:

Graphical Representation:Process models visually depict workflows and subprocesses, making them easier to understand.

Cost Differences:Cost analysis is not the primary purpose of a process model.

Job Descriptions:Process models focus on workflows, not individual job roles.

Software Features:Informal descriptions of software features are unrelated to process modeling.

Evaluation of Each Option:

A. A graphical representation of a business process or workflow and its related sub-processes:This accurately describes the purpose and nature of a process model.Conclusion:This iscorrect.

B. The cost differences between how a customer currently does something and how they would like to do something:Cost differences are analyzed separately and are not part of process modeling.Conclusion:This isnot correct.

C. The detailed job description of the work to be performed by an individual:Job descriptions are documented separately and are not part of process modeling.Conclusion:This isnot correct.

D. An informal, detailed, description of a software system feature derived from an end user's perspective:This describes user stories or feature descriptions, not process models.Conclusion:This isnot correct.

 To determine the appropriate stakeholder management strategies for Harvey, we need to analyze his role and level of interest at two points in time:

When the project started:Harvey was the Director of Operations and had little interest in the HR project because his focus was on operational projects.

Now that his role has changed:As the Director of HR, Harvey has inherited sponsorship of the HR project, making him a key stakeholder with high interest and influence.

Stakeholder Management Strategies:

Watch:This strategy is used for stakeholders with low interest and low influence. It involves monitoring their behavior without actively engaging them.

Constant active management:This strategy is used for stakeholders with high interest and high influence. It involves frequent communication and collaboration to ensure their needs and expectations are met.

Evaluation of Each Option:

A. Keep informed; Constant active management:"Keep informed" is appropriate for stakeholders with moderate interest but does not align with Harvey's initial lack of interest.Conclusion:This isnot correct.

B. Ignore, Constant active management:Ignoring a stakeholder is inappropriate, especially for someone in a senior leadership role like Harvey.Conclusion:This isnot correct.

C. Watch, Constant active management:

Initially, Harvey had low interest and low influence on the HR project, making "watch" an appropriate strategy.

After becoming the Director of HR and inheriting sponsorship, Harvey now requires "constant active management" due to his high interest and influence.Conclusion:This is thecorrect answer.

D. Constant active management, keep informed:This reverses the order of strategies and does not align with Harvey's initial lack of interest.Conclusion:This isnot correct.