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A Housing Association has received press attention due to the poor state of its properties and the difficulties tenants experience in getting repairs done. It recently released the following press statement:
"It's vital to us that our tenants live in good quality accommodation and that any problems are addressed in a timely manner. To this end we are launching an initiative to completely overhaul our maintenance strategy and operation." Which two of the following should the Housing Association consider as targets to measure their performance against this press statement?

• A. The number of press stories about poor accommodation and difficulties in repairs.
• B. Emergency repairs to be required to no more than 5% of properties in any 12-month period.
• C. The number of complaints relating to repairs.
• D. Complaints relating to property condition and repairs should be no more than 10 in any month.

How would a business analyst make use of an agreed Target Operating Model (TOM) when carrying out a gap analysis?

• A. Examine each activity on the TOM to identify any deficiencies in the current activity.
• B. Identify and resolve activities on the TOM where there are conflicting stakeholder views.
• C. Examine the external environment to identify potential threats to activities on the TOM.
• D. Use the TOM to define the stakeholders responsible for the future way of working.

Bessant Co.manufactures and sells clothing. The company is every profitable and the IT director would like to invest some of these profits into improving the technical infrastructure of the company, which would help the organic growth of the company. However, the finance director would like to use the profits to acquire one of its competitors.
Shelly is the business analyst on this project and she recognises that the IT and finance director do not agree on the future direction of the business. Once prefers organic growth and the other, growth by acquisition.
What technique COULD Shelly use to improve her understating ot these two different perspectives?

• A. CATWOE.
• B. POPIT model.
• C. The power/ interest grid
• D. SWOT analysis

A business analyst is reviewing the stakeholder management strategy for a high profile Human Resources (HR) project Following an organisational restructure, Harvey's role has changed from Director of Operations to Director of HR and he has inherited sponsorship of the project Harvey was previously involved in the project, but had little interest because his focus was on the Operational Projects that he sponsored.
Which of the following sets of stakeholder management strategies represent appropriate approaches for Harvey; firstly, for when the project started and secondly now that his role has changed?

• A. Watch, Constant active management
• B. Ignore, Constant active management
• C. Constant active management, keep informed
• D. Keep informed; Constant active management

A business case contains the following in its management summary:
'The recommended option meets the new regulatory requirements. It will ensure our products remain in the marketplace and be the first to receive compliance certification, which will enhance our reputation as the market leader New business policies and processes will be introduced, which may temporarily reduce productivity. The action plan will be communicated to all staff at the next monthly meeting?
Which TWO categories of costs and benefits are described in this extract?

• A. Tangible benefits
• B. Intangible benefits
• C. Tangible costs
• D. Irregular costs
• E. Intangible costs.