Question 1

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"?

Options :

A : The number of customers who make use of their in-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

Answer: C,D,E

Question 2

What is the first step in the gap analysis process?

Options :

A : Assemble representations of existing situation.

B : Consider possible actions to address the gaps.

C : Compare representations of the existing and target situations.

D : Identify gaps to be addressed.

Answer: A

Question 3

What is a purpose of Agile requirements validation?

Options :

A : To ensure estimation for sprint planning is accurate.

B : To ensure any requirements added to the backlog are correct.

C : To ensure that requirements allocated to an iteration have beentested.

D : To ensure any requirements allocated to an iteration are readyto be developed

Answer: D

Question 4

Which of the following is a goal of all workshops?

Options :

A : Collaboration

B : Reviewing the business case.

C : Creating mind maps and process models.

D : Brainstorming ideas.

Answer: A

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