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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?
Suggested Answer: B
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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
34 comments · newest first
BE
Ben
11 months ago
Delivering great service should be the priority, right?
IL
Iluminada
11 months ago
Defining customer satisfaction is important too!
CA
Carey
11 months ago
Wait, how do we know the survey is legit?
RI
Ria
12 months ago
Totally agree, monitoring is key!
RY
Ryan
12 months ago
Gotta monitor customer satisfaction to hit that 70%!
MA
Macy
12 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.
MA
Mary
1 year ago
Agreeing on the performance objective seems important, but I don't see how that helps in measuring if we hit the 70% target.
TH
Theola
1 year ago
I remember a practice question where defining customer satisfaction was emphasized, but I feel like that might be more about understanding than measuring.
CL
Claribel
1 year 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.
BR
Brett
1 year 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.
CA
Carin
1 year 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.
JE
Jennifer
1 year 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.
CA
Cassie
1 year 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.
GE
Georgeanna
1 year 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.
VI
Vivan
1 year ago
Overwriting sublists? That doesn't seem relevant to the question. I'll skip that one.
JO
Joni
1 year ago
I think the admin user might be admin@activiti.com, but I'm not entirely sure.
LU
Luann
1 year ago
Okay, I've got an idea of how to approach this. I'll start by considering the purpose and functionality of ACK.
EL
Eladia
1 year 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.
SO
Sol
1 year ago
User 3: I agree, keeping track of customer satisfaction is key to improving service quality.
DA
Dalene
1 year ago
User 2: Yeah, monitoring customer satisfaction is important to see if the performance objective is met.
LI
Lisbeth
1 year ago
User 1: I think A) Monitor customer satisfaction would help measure if the KPI is being achieved.
VI
Vincent
2 years 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...
HA
Harrison
2 years 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.
MA
Matthew
1 year ago
D) Deliver customer service.
GR
Graciela
1 year ago
A) Monitor customer satisfaction.
SY
Sylvie
2 years ago
I believe C) Agree performance objective is also important to ensure alignment with the KPI.
SA
Sabra
2 years 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...
ME
Melina
2 years 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.
GA
Galen
1 year ago
No, defining customer satisfaction is important but not directly related to measuring the KPI.
DO
Dominque
1 year ago
B) Define customer satisfaction.
CA
Carey
1 year ago
That's correct. Monitoring customer satisfaction is key to measuring the KPI.
ST
Stephen
2 years ago
A) Monitor customer satisfaction.
ME
Melvin
2 years ago
I agree with Michell. Monitoring customer satisfaction is key to achieving the KPI.
MI
Michell
2 years ago
I think the answer is A) Monitor customer satisfaction.