BCS BAPv5 Exam - Topic 3 Question 21 Discussion

Actual exam question for BCS's BAPv5 exam

Question #: 21
Topic #: 3

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?

AMonitor customer satisfaction.

BDefine customer satisfaction.

CAgree performance objective.

DDeliver customer service.

Show Suggested Answer

Suggested Answer: B

The stakeholder management strategy for senior managers should be constant active management. Senior managers have high power and high interest in the project, as they are responsible for overseeing its implementation and ensuring its alignment with organizational goals. They also have influence over other stakeholders, such as end users and employees. Therefore, they need to be regularly engaged, consulted, informed, and involved in decision making throughout the project lifecycle. Option B is the correct answer.

Stakeholder Analysis using the Power Interest Grid - ProjectManagement.com

Power Interest Grid: How to Use, Benefits, Examples - KnowledgeHut

by Vicki at Jun 24, 2024, 08:29 AM

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Ben

3 months ago

Delivering great service should be the priority, right?

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Iluminada

3 months ago

Defining customer satisfaction is important too!

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Carey

3 months ago

Wait, how do we know the survey is legit?

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Ria

4 months ago

Totally agree, monitoring is key!

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Ryan

4 months ago

Gotta monitor customer satisfaction to hit that 70%!

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Macy

4 months ago

Delivering customer service is essential, but I wonder if that alone can tell us if we're meeting the KPI. It feels like we need to monitor feedback too.

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Mary

4 months ago

Agreeing on the performance objective seems important, but I don't see how that helps in measuring if we hit the 70% target.

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Theola

4 months ago

I remember a practice question where defining customer satisfaction was emphasized, but I feel like that might be more about understanding than measuring.

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Claribel

5 months ago

I think monitoring customer satisfaction is crucial since it directly relates to the KPI. But I'm not entirely sure if that's the only step needed.

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Brett

5 months ago

I feel pretty confident about this one. The question is asking specifically about establishing whether the KPI and performance objective are being achieved, so I think the answer has to be A, Monitor customer satisfaction. That's the activity that would actually track and measure the KPI.

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Carin

5 months ago

Okay, let me see if I can break this down. The KPI is the percentage of customers rating the service as excellent, and the performance objective is 70%. So I think the key is figuring out which activity would actually measure whether that 70% target is being met. I'm leaning towards A, Monitor customer satisfaction.

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Jennifer

5 months ago

Hmm, I'm a bit confused. The question mentions a KPI and a performance objective, but it's not totally clear to me how the Business Activity Model fits in. I'll need to think this through carefully.

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Cassie

5 months ago

This seems pretty straightforward. The question is asking about which activity in a Business Activity Model would establish whether the KPI and its associated performance objective is being achieved. I think the answer is A, Monitor customer satisfaction.

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Georgeanna

5 months ago

Hmm, I'm not sure about the best approach here. Assigning the leads to a small number of users could work, but I'm not sure if that's the most efficient solution. I might try adding the dummy user to the bottom of the role hierarchy first.

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Vivan

5 months ago

Overwriting sublists? That doesn't seem relevant to the question. I'll skip that one.

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Joni

5 months ago

I think the admin user might be admin@activiti.com, but I'm not entirely sure.

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Luann

5 months ago

Okay, I've got an idea of how to approach this. I'll start by considering the purpose and functionality of ACK.

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Eladia

10 months ago

I'm just going to go with A and pray it's the right answer. If not, I'll blame the airline's 'excellent' customer service for my poor test-taking skills.

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Sol

9 months ago

User 3: I agree, keeping track of customer satisfaction is key to improving service quality.

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Dalene

9 months ago

User 2: Yeah, monitoring customer satisfaction is important to see if the performance objective is met.

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Lisbeth

9 months ago

User 1: I think A) Monitor customer satisfaction would help measure if the KPI is being achieved.

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Vincent

10 months ago

I'll have to go with A as well. It's the only answer that directly addresses evaluating the KPI. Although, I do wonder if the airline's idea of 'excellent' service matches what the customers think. Hmm...

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Harrison

11 months ago

D, Deliver customer service? Really? That's like saying the answer is 'breathe air'. Of course the airline has to deliver customer service, that's the whole point of the KPI! I'm going with A.

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Matthew

9 months ago

D) Deliver customer service.

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Graciela

10 months ago

A) Monitor customer satisfaction.

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Sylvie

11 months ago

I believe C) Agree performance objective is also important to ensure alignment with the KPI.

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Sabra

11 months ago

I'm torn between A and C. While monitoring customer satisfaction is important, I think you'd also need to agree on the performance objective first before you can measure against it. Decisions, decisions...

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Melina

11 months ago

Hmm, this seems pretty straightforward. I'd say the answer is A, Monitor customer satisfaction. That's the activity that would actually measure whether the KPI is being achieved.

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