BCS BAP18 Exam : BCS Practitioner Certificate in Business Analysis Practice 2018 Exam

The management of a chain of hotels has decided that one of its Critical Success Factors (CSF) is to provide excellent customer service'. The following measures have been suggested:
a) The number of customers who make use of their m-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
Which of these are appropriate Key Performance indicators (KPIs) for the GSF 'provide excellent customer service?

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

Alana has identified the several issues in a process redesign project she is working on, including the following:
1) The suggested changes will require a re-definition of the organisation's Key Performance Indicators (KPI)
2) The suggested changes to the business structure will affect our relationships with suppliers.
3) The proposed sharing of data with our suppliers will raise legal accessibility issues Which elements of POPIT consider these issues?

• A. Information A Technology. Organisation
• B. Processes and Information & Technology.
• C. People and Organisation.
• D. People and Processes.

Elizabenth is an external consultant who is helping a company streamline its process. She has not worked for this company before.
The managing director (MD) has explained that some of the line managers feel that this work is unnecessary, whilst others are concerned that their staff will be made redundant as a result of her recommendations. He is keen for Elizabeth to get an understanding Elizabeth with an of organization staff and for the involve line manager in formulating potential improvements. The MD has provided Elizabeth with an organizational chart, detailing the business areas she needs to investigate, as well as the names of the line managers involved.
To understand the concerns of operational staff and line managers, which pair of techniques SHOULD she use first?

• A. Interviews and rich pictures.
• B. Observation and scenario analysis
• C. Business activity modeling and fishbone diagrams.
• D. Document analysis and mind maps.

A group of stakeholders at FlyMe travel operators are in a meeting to discus the Business Activity Model (BAM) for a new subsidiary business. They are planning to launch a new offering, which will offer flight bundle' packages for organization that regularly need to send their staff overseas. The following activities have been identified so far:
a) Monitor flight bundle' sates
b) Sell "night bundles*
c) Determine demand amongst existing customers
d) Identify potential airline earners
e) Determine 'flight bundle' locations,
f) Define bundle pricing.
Although the Operations Director for FlyMe is supportive of the new business proposition, she is not entirely convinced there is a gap in the market, nor is she confident that the idea will be profitable.
With these concerns in mind, which planning activities will she be keen to ensure are discussed before the meeting ends?

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

Nastya is the CEO of a large technology firm, which develops new and innvolvative nanotechnology. Below is an email she has sent to her management team:
Dear Team,
Recent media coverage has revealed that our competitors have lower costs. It is important that we get back to our suppliers to see il they can secure a better component pnce for the next version of our NanoVac range Let's also consider the energy costs of our labs, I'm mindful that costs are rising due to investment in renewable power-1 want us to negotiate with our energy supplier to get a better deal.
I've also been reading reports on social responsibility and sustainability and I'd like a lull review of the biodegradability of the packaging of all our products- we don't want media attention for being a technology company that wastes natural resources.
Our employment regulations also need revisiting as there have been changes to pension rules and paternity/maternity rights for workers and I want us to be aware of these Finally, regarding the staff conference I want to launch a new staff development programme, which aims to identify and develop the rising stars in our business People development should be a key priority in our next annual plan.
Thanks. Nastya."
Which elements of PESTLE are identified in this email?

• A. Socio-Cultural. Technological. Economic
• B. Environmental, Political. Socio-Cultural.
• C. Economic, Environmental, Legal
• D. Political, Legal. Economic