BCS MBP18 Exam : BCS Practitioner Certificate in Modelling Business Processes 2018

Below is a high-level breakdown of a task associated with using an ATM. drafted by a business analyst:
1. User inserts bank card
2 System asks for PIN
3. User enters PIN
4 System displays service options
5. User selects 'withdraw cash* option
6- System ejects card
7. System issues cash
8. User collects printed receipt
Which optional or exceptional step is reflected in this detailed description?

• A. A card being out of date-
• B. A user inputting an incorrect PIN
• C. A cash machine being empty
• D. A receipt for cash issued.

A sports club rents out its playing field, the name tor this business process is 'book playing field'. If the playing field is available, the booking is accepted and the following steps are immediately undertaken by a staff member
1. Details of the booking are recorded on the club's computer system;
2. A new hooking record is created (manual record).
3. The amount of the deposit taken is recorded on the booking record (manual record);
4. The staff member records the booking on a planning chart (manual record),
5. An electronic booking confirmation is automatically sent to the customer,
6. A copy of the booking record is sent to the club manager (manual record) How SHOULD these steps be reflected on the swimlane for the business process 'book playing field?

• A. All steps will be included within one single task
• B. Steps 1 and 2 will be in one task, steps 3. 4, 5 and 6 will be shown as separate tasks.
• C. Steps 1 and 2 will be in one task, steps 3 and 4 will be in a second task, steps 5 and 6 will be in a third task
• D. All steps will be shown as separate tasks

The CC call center handles telephone enquiries for six logistic and haulage companies. These enquiries range from the potential placement of business contracts through to complaints from individual customers.
The contractual arrangement between CCC and each company stipulates how quickly the phone should the answered (defined as a maximum number of rings) and the maximum number of calls the center will take each hour for the company. CCC also monitors the duration of calls, the actual number of calls per hour answered by each operator and how many calls to be escalated to the next level of support.
Which of the following includes an internal and external performance measure?

• A. Time taken to answer the phone and the average duration of a call
• B. Time taken to answer the phone and the maximum number of calls per hour for the company
• C. Actual number of calls answered per hour and the number of calls escalated
• D. Average duration of a call and the actual number of calls answered per hour

In order to identify potential improvements, a business analyst has been asked to document the current customer sales experience in a large, electrical superstore. Whilst shadowing a customer service advisor, a sale was lost because the advisor couldn't authorise a price discount for a customer, who had seen the product advertised at a lower price by a competitor. The customer advisor tried to discount the product to match the competitor's price but was unable to do so.
The customer service advisor explained that this discounting required management approval and.
unfortunately, both managers authorised to do this were on their lunch break What element of the POPII model had caused the sale to fail?

• A. Technology
• B. Process.
• C. information.
• D. People.

This is a three-task extract from a model of a 'Fulfil Order' process:

The steps in the Assemble Order' task are listed below, in the wrong order:
a)Get correct quality of item(S)
b)Select suitable packing materials
c)For each item on pick list
d) Take items to packing table
e)Go to bin location
f)Print picklist
What is the CORRECT order of steps in the Assemble order' task'?

• A. f,c,e,a,d,b
• B. c,a,f,e,b,d
• C. f, e, a, c, b, d
• D. b,f,e,a,d,c