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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Analysing the Current State | 15% | - Identifying problems, gaps and improvement opportunities - Investigation techniques and data collection - Modelling current processes, systems and data |
| Topic 2: Designing and Defining the Solution | 15% | - Gap analysis and option evaluation - Design thinking and solution concepts - Defining requirements and specifications |
| Topic 3: Developing a Business Case | 15% | - Purpose and structure of a business case - Alignment with business change lifecycle - Costs, benefits, risks and impact assessment |
| Topic 4: Establishing the Target State | 15% | - Business activity modelling and process design - Defining desired outcomes and success measures - Defining future requirements and objectives |
| Topic 5: Analysing and Managing Stakeholders | 20% | - Stakeholder influence, interest and engagement assessment - Stakeholder identification and classification - Engagement and communication strategies - CATWOE and stakeholder perspective analysis |
| Topic 6: Strategic Context for Business Analysis | 20% | - SWOT analysis and strategic alignment - Organisational vision, mission and objectives - Internal and external environment analysis |
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NEW QUESTION # 54
A company has just completed a two-year project to implement a commercial off-the-shelf (COTS) system in its customer service department. The results have been significantly worse than expected, with staff being forced to create manual workarounds to accommodate the expectations of large customers. Which investigative technique would have been most likely to uncover these problems earlier in the analysis process?
Answer: B
Explanation:
The key issue described-staff creating manual workarounds to satisfy important customers-often reflects tacit knowledge and "what really happens" in day-to-day work, not what is written in policies or what people might summarise in a survey. The guidance is clear that while interviews and workshops can reveal stakeholder views, the "back-story" of real working practices can differ; techniques such as work shadowing and observation help clarify what actually happens.
Shadowing is specifically defined as following a user as they carry out their job for a period (e.g., a day or two) in order to find out what the job entails. This is exactly the kind of technique that exposes hidden steps, exceptions, customer-specific handling, and unofficial procedures-precisely the conditions that drive workarounds when a COTS package does not fit real operational needs.
The observation section also highlights that seeing the workplace provides a much better understanding of problems and difficulties faced by business users and helps uncover tacit information that would otherwise remain unstated. Additionally, the guidance even uses customer services as an example area where an analyst might shadow staff to record real call types, durations, and retrieval delays-evidence that supports discovering process pain and mismatch early.
Therefore, shadowing customer service personnel (D) would have been most likely to uncover the workaround drivers earlier.
NEW QUESTION # 55
The management of a chain of hotels has decided that one of its critical success factors (CSF) is to 'provide excellent customer service' The below measures have been suggested.
Which THREE of these are appropriate key performance indicators (KPIs) for the CSF 'provide excellent customer service"?
Answer: B,C,D
Explanation:
A key performance indicator (KPI) is a measurable value that demonstrates how effectively an organisation is achieving a key business objective or critical success factor (CSF). A KPI should be relevant, specific, measurable, achievable, realistic and time-bound (SMART). Therefore, options C, D and E are appropriate KPIs for the CSF 'provide excellent customer service', as they measure aspects of customer satisfaction and loyalty that are directly related to the quality of service provided by the hotel chain. Option A is not an appropriate KPI, as it does not measure customer service, but rather customer consumption. Option B is not an appropriate KPI, as it does not measure customer service, but rather customer preference.
NEW QUESTION # 56
A company produces kitchens to order. Customers specify the design of the kitchen by using a computer-aided design tool, provided on the company's website. The tool allows customers to select products, such as cabinets and cookers, and place them into a floor plan of the kitchen that they have specified.
Once the customer confirms the design, an order is placed and the customer is given a planned installation date for the kitchen. The company orders the raw materials for the kitchen and the kitchen is built by its skilled carpenters The customer can track the progress of the build on the Internet. If the kitchen Is likely to be delivered later than originally promised, a control action is taken to bring it back on schedule A Business Activity Model (BAM) developed for the company has 'sell bespoke kitchens' as its doing activity.
Which of the following activities would be directly linked by a logical dependency arrow to or from this doing activity?
Answer: C
Explanation:
A logical dependency arrow on a BAM shows that one activity depends on another activity for its completion or initiation. In this question, the doing activity of 'sell bespoke kitchens' depends on the planning activity of 'determine range of products', as the customers need to select products from a predefined range when they design their kitchens. Therefore, option C is the correct answer.
Reference:
Types of Events: The Ultimate Guide with Examples | Social Tables
Business events overview - Finance & Operations | Dynamics 365
NEW QUESTION # 57
Marketing is primarily concerned with the 4Ps: product, promotion, price and price. The institute of Analysis (IoA) offers qualification in system analysis. A number of interviews have been held with senior stakeholders, including the marketing Manager. Here are two five of the activities that have been identified by stakeholders:
a) Agree new qualifications.
b) Upgrade the website.
c) Recruit new examiners.
d) Register candidates.
e) Analyze website activity.
Which of these activities would reflect the business perspective of the Marketing Manager of the loA?
Answer: C
Explanation:
Marketing is primarily concerned with the 4Ps: product, promotion, price and place. These are the elements of the marketing mix that an organisation can control or adjust to influence customer demand and satisfaction. Therefore, option B is the correct answer, as it identifies which of these activities would reflect the business perspective of the Marketing Manager of the IoA. Option A identifies 'b' (upgrade the website), 'd' (register candidates) and 'e' (analyse website activity) as activities that would reflect the business perspective of the Marketing Manager of the IoA. These are incorrect examples of activities that would reflect the business perspective of the Marketing Manager of the IoA, as they are not related to any of the 4Ps. Option B identifies 'a' (agree new qualifications), 'b' (upgrade the website) and 'e' (analyse website activity) as activities that would reflect the business perspective of the Marketing Manager of the IoA. These are correct examples of activities that would reflect the business perspective of the Marketing Manager of the IoA, as they are related to some of the 4Ps. 'A' (agree new qualifications) is related to product, as it involves developing and offering new qualifications that meet customer needs and expectations. 'B' (upgrade the website) is related to promotion, as it involves improving and communicating the features and benefits of qualifications to potential customers. 'E' (analyse website activity) is related to place, as it involves monitoring and evaluating how customers access and purchase qualifications through online channels. Option C identifies 'a' (agree new qualifications), 'c' (recruit new examiners) and 'd' (register candidates) as activities that would reflect the business perspective of the Marketing Manager of the IoA. These are incorrect examples of activities that would reflect the business perspective of the Marketing Manager of the IoA, as 'c' (recruit new examiners) is not related to any of the 4Ps. Option D identifies 'b' (upgrade the website), 'c' (recruit new examiners) and 'e' (analyse website activity) as activities that would reflect the business perspective of the Marketing Manager of the IoA. These are incorrect examples of activities that would reflect the business perspective of the Marketing Manager of the IoA, as 'c' (recruit new examiners) is not related to any of the 4Ps.
NEW QUESTION # 58
Bluesky Travel is an independent travel agency specialising in luxury bespoke holidays, which is introducing a new booking process. So far, the following key changes have been made:
1) The new Commercial Off The Shelf (COTS) software package for making bookings has been installed and is working
2) Data is being migrated from the old computer system to the COTS software package
3) The IT department has documented the configuration of the COTS system
4) The legal department has confirmed that the new COTS system is compliant with company policies.
In taking a holistic approach, which of the following areas of the POPII Model have NOT yet been addressed by the changes identified?
Answer: C
Explanation:
Explanation
The elements of the POPII model that have not yet been addressed by the changes identified are organisation and process. This is because there is no mention of how the new booking process will affect the organisational structure, roles, responsibilities, and culture of the company, or how the new COTS software package will integrate with the existing business processes and workflows. These elements are important to consider when introducing a new system or technology, as they may require changes or adaptations to ensure alignment and compatibility. Option A is the correct answer.
References:
POPIT Model Business Analysis Technique - Knowledge Train
POPIT Model - GSU
NEW QUESTION # 59
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