BCS PC-BA-FBA-20 Practice Test - Questions Answers

A process model is a visual representation of a business process or workflow, showing how activities are performed and how they relate to one another. It is commonly used in business analysis to understand, analyze, and improve processes.

Key Characteristics of a Process Model:

Graphical Representation: Process models visually depict workflows and subprocesses, making them easier to understand.

Cost Differences: Cost analysis is not the primary purpose of a process model.

Job Descriptions: Process models focus on workflows, not individual job roles.

Software Features: Informal descriptions of software features are unrelated to process modeling.

Evaluation of Each Option:

A . A graphical representation of a business process or workflow and its related sub-processes: This accurately describes the purpose and nature of a process model. Conclusion: This is correct .

B . The cost differences between how a customer currently does something and how they would like to do something: Cost differences are analyzed separately and are not part of process modeling. Conclusion: This is not correct .

C . The detailed job description of the work to be performed by an individual: Job descriptions are documented separately and are not part of process modeling. Conclusion: This is not correct .

D . An informal, detailed, description of a software system feature derived from an end user's perspective: This describes user stories or feature descriptions, not process models. Conclusion: This is not correct .

A mission statement defines the organization's purpose and primary objectives, often focusing on what the organization does and how it operates in the present. In contrast, a vision statement outlines the long-term aspirations of the organization---what it aims to become in the future. The mission provided---'To meet or undercut all our competitors' prices'---is focused on price competitiveness, which is a tactical approach rather than a strategic aspiration.

Let's analyze each option:

A . To offer the best value office fitting service: While this aligns somewhat with the mission, it is more of a value proposition or operational goal rather than a visionary statement. It lacks the aspirational and long-term focus that defines a vision.

B . To reduce the cost of office fitting by 5%: This is a specific, measurable objective, but it is too narrow and tactical to qualify as a vision. Visions are broader and not tied to specific metrics.

C . To increase the company's market share: Increasing market share is a strategic goal, but it is still an intermediate step toward achieving something greater. It does not capture the overarching ambition of the company.

D . To be the premier office fitting company: This option reflects a long-term aspiration and aligns with the characteristics of a vision statement. It expresses the desire to achieve leadership and excellence in the industry, which is consistent with the mission of being competitive on price while aiming for a higher status.

According to the BCS Business Analysis Framework , a vision statement should inspire and guide the organization toward its ultimate goal. Therefore, D is the most appropriate choice.

When documenting risks in a business case, it is essential to follow structured processes to ensure risks are appropriately identified, analyzed, and managed. Let's evaluate each option again based on best practices outlined in the BCS Business Analysis Framework and other methodologies:

Key Considerations:

Risk Documentation: Risks must be recorded systematically to ensure they are visible, actionable, and traceable.

Ownership of Risks: Assigning ownership ensures accountability and clarity about who is responsible for monitoring and mitigating each risk.

Risk Management Lifecycle: The process typically involves identification, documentation, assessment, ownership assignment, and response planning.

Evaluation of Each Option:

A . Create a RAID log

A RAID log (Risks, Assumptions, Issues, and Dependencies) is a widely used tool in business analysis and project management for capturing and managing risks systematically.

It provides a centralized repository for tracking risks, assumptions, issues, and dependencies, ensuring that risks are documented comprehensively and transparently.

This aligns with best practices for risk management and is a critical first step in ensuring risks are appropriately recorded.

Conclusion: This is a must-do action.

B . Document the source of each risk

While documenting the source of each risk can provide valuable context, it is not a mandatory or primary step in the initial documentation phase.

Sources of risks are often identified during risk analysis or root cause analysis, which occurs after risks have been recorded.

Although useful, this step is secondary to creating a RAID log and assigning ownership.

Conclusion: This is not the most critical action at this stage.

C . Identify an owner for each risk

Assigning ownership for each risk is a fundamental part of risk management. Without clear ownership, risks may remain unmonitored or unaddressed.

Ownership ensures accountability and helps streamline communication and decision-making regarding risk mitigation strategies.

According to the BCS Business Analysis Framework , identifying risk owners is a key responsibility during the risk documentation process.

Conclusion: This is a must-do action.

D . Provide justification for each countermeasure identified

Justifying countermeasures is part of the risk response planning phase, which occurs after risks have been documented, assessed, and prioritized.

At this stage, John's focus should be on identifying and recording risks, not on evaluating or justifying solutions.

Conclusion: This is not relevant at the documentation stage.

E . Impact assessment of each countermeasure identified

Similar to option D, impact assessments for countermeasures are conducted during the risk response planning phase, not during the initial documentation phase.

This step is premature and does not align with the immediate need to document risks.

Conclusion: This is not relevant at the documentation stage.

Final Recommendation:

Based on the BCS Business Analysis Framework and industry best practices, the two most appropriate actions for John are:

Create a RAID log (to systematically document risks).

Identify an owner for each risk (to ensure accountability and clarity).

These steps ensure that risks are appropriately recorded and managed, laying the foundation for effective risk management.

To determine which measures are appropriate Key Performance Indicators (KPIs) for the Critical Success Factor (CSF) 'provide excellent customer service,' we must first understand the relationship between CSFs and KPIs:

Critical Success Factors (CSFs): These are the essential areas or activities that an organization must excel at to achieve its goals. In this case, 'provide excellent customer service' is a CSF.

Key Performance Indicators (KPIs): These are measurable metrics used to evaluate progress toward achieving a CSF. KPIs should directly align with the CSF and provide actionable insights.

Now, let's evaluate each option to determine whether it is an appropriate KPI for the CSF 'provide excellent customer service':

A . The number of customers who make use of their in-room mini bar

This measure tracks customer behavior related to a specific hotel amenity (the mini bar). While it may indicate customer satisfaction with the room's offerings, it does not directly measure the quality of customer service.

Conclusion: This is not an appropriate KPI for the CSF 'provide excellent customer service.'

B . The percentage of customers who use the leisure facilities

This measure tracks how many customers utilize the hotel's leisure facilities (e.g., gym, pool, spa). While it may reflect customer engagement with the hotel's amenities, it does not directly assess the quality of customer service.

Conclusion: This is not an appropriate KPI for the CSF 'provide excellent customer service.'

C . The number of customers who complain

Customer complaints are a direct indicator of dissatisfaction and can highlight areas where customer service needs improvement. A high number of complaints suggests poor customer service, while a low number indicates better service quality.

This measure is closely aligned with the CSF 'provide excellent customer service' because it provides actionable feedback on service performance.

Conclusion: This is an appropriate KPI for the CSF.

D . The percentage of customers who join the hotel loyalty scheme

Customers are more likely to join a loyalty scheme if they have had a positive experience with the hotel, including excellent customer service. This measure reflects customer satisfaction and loyalty, which are outcomes of good service.

Conclusion: This is an appropriate KPI for the CSF.

E . The percentage of customers who return

Repeat customers are a strong indicator of customer satisfaction and loyalty, which are directly influenced by the quality of customer service. If customers return to the hotel, it suggests they were satisfied with their previous experience, including the service they received.

Conclusion: This is an appropriate KPI for the CSF.

The digital business analyst role focuses on leveraging technology to drive innovation and transformation. This variant of the business analyst role requires creative thinking, adaptability to rapid change, and the ability to exploit emerging technologies.

Key Characteristics of Business Analyst Roles:

Enterprise Business Analyst: Focuses on aligning business strategies and objectives across the organization.

Digital Business Analyst: Emphasizes innovation, digital transformation, and the adoption of emerging technologies.

Project Business Analyst: Works within project teams to define and deliver specific solutions.

Test Business Analyst: Specializes in ensuring requirements are met through testing and quality assurance.

Evaluation of Each Option:

A . Enterprise business analyst: While enterprise BAs focus on strategic alignment, they do not specifically emphasize innovation or emerging technologies. Conclusion: This is not correct .

B . Digital business analyst: This role explicitly involves thinking innovatively, embracing change, and leveraging emerging technologies. Conclusion: This is correct .

C . Project business analyst: Project BAs focus on delivering specific solutions rather than driving innovation or digital transformation. Conclusion: This is not correct .

D . Test business analyst: Test BAs focus on validation and quality assurance, not innovation or technology adoption. Conclusion: This is not correct .

Final Recommendation:

The variant of the business analyst role that needs to think innovatively and embrace change is: B . Digital business analyst.

One of the key principles of business analysis is to present stakeholders with options rather than prescribing a single solution. This approach ensures that stakeholders can make informed decisions based on their priorities and constraints.

Key Principles of Business Analysis:

Present Options Not Solutions: Business analysts should provide multiple viable options, allowing stakeholders to choose the best course of action.

Understand Symptoms: While understanding symptoms is important, it is part of problem analysis, not a key principle.

Focus on Requirements Definition Only: Business analysis encompasses more than just defining requirements; it includes understanding problems, analyzing options, and ensuring value delivery.

Integrate IT Changes: While integrating IT changes is valuable, it is not a universal principle of business analysis.

Evaluation of Each Option:

A . Present options not solutions: This is a fundamental principle of business analysis, emphasizing stakeholder choice. Conclusion: This is correct .

B . Understand the symptoms of the problem being defined: Understanding symptoms is part of problem analysis but not a standalone principle. Conclusion: This is not correct .

C . Focus on requirements definition only: Business analysis involves more than just requirements definition. Conclusion: This is not correct .

D . Integrate IT changes together with project requirements to improve efficiency: While integration is valuable, it is not a universal principle of business analysis. Conclusion: This is not correct .

Design thinking is a human-centered, iterative approach used to uncover innovative solutions by focusing on user needs and exploring multiple possibilities. It emphasizes creativity, collaboration, and experimentation.

Key Characteristics of Techniques:

Design Thinking: Uses an iterative process (empathize, define, ideate, prototype, test) to generate innovative options.

Fishbone Diagram: A root cause analysis tool, not focused on innovation.

Rich Pictures: A visual representation of a situation, useful for understanding context but not for generating innovative options.

Mind Maps: A brainstorming tool that organizes ideas hierarchically, but it does not inherently follow an iterative approach.

Evaluation of Each Option:

A . Design thinking: Design thinking explicitly uses an iterative approach to uncover innovative options. Conclusion: This is correct .

B . Fishbone diagram: Fishbone diagrams focus on identifying root causes, not innovation. Conclusion: This is not correct .

C . Rich pictures: Rich pictures visualize complex situations but do not inherently foster innovation. Conclusion: This is not correct .

D . Mind maps: Mind maps organize ideas but do not follow an iterative, innovative process like design thinking. Conclusion: This is not correct .

Final Recommendation:

The technique that uses an iterative approach to uncover innovative options is: A . Design thinking.

To determine the best way to present the changes to the scheduling team, we need to consider the nature of the information being communicated and the audience (the scheduling team). The extract describes changes to processes, roles, and systems, which are best represented visually to ensure clarity and understanding.

Key Considerations:

Business Process Model (BPM): A BPM is a visual representation of the steps in a process. It is particularly useful for communicating changes to workflows, roles, and responsibilities. Since the extract discusses splitting the scheduling team into two groups and introducing new software and processes, a BPM would effectively illustrate how these changes impact the workflow.

Business Activity Model (BAM): A BAM focuses on high-level activities and their logical dependencies, often used in strategic planning. However, it is less detailed than a BPM and may not adequately capture the specific changes to scheduling processes.

POPIT (People, Organization, Process, Information, Technology): POPIT is a framework for analyzing business change across multiple dimensions. While it provides a holistic view, it is not a presentation tool and would not be the best choice for directly communicating the changes to the scheduling team.

Prototype: A prototype is typically used to demonstrate the functionality of a system or software. While the introduction of telephony software and an online booking system could involve prototyping, this option does not address the need to communicate process and role changes.

Evaluation of Each Option:

A . Business Process Model: A BPM is ideal for illustrating the changes to the scheduling process, including the split into inpatient and outpatient teams and the integration of new software. It provides a clear, step-by-step visual representation that the scheduling team can easily understand. Conclusion: This is the best option .

B . Business Activity Model: While a BAM could provide a high-level overview of the changes, it lacks the detail needed to explain specific process adjustments. Conclusion: This is not the best option .

C . POPIT: POPIT is a framework for analysis, not a communication tool. It would not effectively convey the changes to the scheduling team. Conclusion: This is not the best option .

D . Prototype: Prototyping is relevant for demonstrating software functionality but does not address the need to communicate process and role changes. Conclusion: This is not the best option .

Final Recommendation:

The changes should be presented using a Business Process Model , as it effectively communicates the revised workflows and roles to the scheduling team.

Kaplan and Norton's Balanced Business Scorecard is a strategic framework that evaluates organizational performance across four key perspectives: Financial, Customer, Internal Business Processes, and Learning and Growth . To determine which area has not been considered, we need to map the provided KPIs to these perspectives.

Mapping the KPIs:

The time to deliver orders for products: This relates to operational efficiency and falls under the Internal Business Process perspective.

Consumer satisfaction with products: This directly measures customer experience and falls under the Customer perspective.

Wastage in product production: This also relates to operational efficiency and falls under the Internal Business Process perspective.

The qualifications of production employees: This measures employee capabilities and development, falling under the Learning and Growth perspective.

Evaluating Each Perspective:

Financial: None of the provided KPIs address financial performance, such as revenue, profitability, or cost management. Conclusion: This perspective has not been considered .

Customer: Consumer satisfaction with products is a clear indicator of the Customer perspective. Conclusion: This perspective has been considered.

Internal Business Process: Both 'time to deliver orders' and 'wastage in production' relate to internal processes. Conclusion: This perspective has been considered.

Learning and Growth: The qualifications of production employees indicate employee development, which aligns with this perspective. Conclusion: This perspective has been considered.

Final Recommendation:

The Financial perspective has not been considered in the company's KPIs.