PMI-PBA® Certification Exam Study Guide - PMI Professional in Business Analysis  /  Business Courses

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Business Analysis Evaluation Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. On a survey to determine Net Promoter Score, respondents who respond with a 7 or 8 are _____.

Question 2 2. Which of the following statement about Net Promoter Score is FALSE?

Question 3 3. Your company is trying to determine how competitive it is in the market, and it wants to design the strategic goals of the company. Company A is a company that is just as good as your company, while Company B is a much larger company that can be considered a leader of the industry with far greater revenue than yours. Which company should you compare your company with in the case of best practices benchmarking?

Question 4 4. John works for a large company that is trying to assess its business through benchmarking. He has been developing surveys and has been told to contact representatives of other companies to seek cooperation. Which stage of benchmarking is John's company in?

Question 5 5. When writing survey questions which question should be considered when determining how to build the survey?

Page 2

Question 6 6. Common questions to include in customer satisfaction surveys include which of the following?

Question 7 7. What is the fundamental idea of the Kano model?

Question 8 8. How are the requirements that will impact customer satisfaction proportionally to their availability called?

Question 9 9. Besides being a way for you to make sure you and the customer agree on the user requirements, the review process can also

Question 10 10. Why is prototyping so important?

Page 3

Question 11 11. What are the three characteristics of the means-end approach?

Question 12 12. What do values in the means-end approach consider?

Question 13 13. What steps are taken when developing CTQ trees?

Question 14 14. What is the purpose of using a CTQ tree?

Question 15 15. What helps support quality management goals by understanding and improving production processes?

Page 4

Question 16 16. Which quality tool is also known as the Ishikawa/Fishbone Chart and can be used to analyze different causes for a problem and sort the results into categories.

Question 17 17. Value stream mapping is typically used to help identify which of the following?

Question 18 18. A manufacturing technique related to value stream mapping that focuses on reducing waste, increasing speed and response time, and improving quality is known as:

Question 19 19. The balanced scorecard is divided into four process areas so management can determine _____.

Question 20 20. In what situation may there be no real benefit to evaluating employees' performance?

Page 5

Question 21 21. Why is User Acceptance Testing required?

Question 22 22. In carrying out a User Acceptance testing, the following test types can be deployed depending on set criteria or expected outcome by the business owner.

Question 23 23. Which metric explains the 2nd point of contact for unresolved issues.

Question 24 24. Sharon's customer service team handles the most difficult cases which may take quite some time to repair or replace; setting expectations with the customer is paramount. Which metric identifies this situation?

Question 25 25. Which of the following is NOT a requirements verification method?

Page 6

Question 26 26. What do informal verification techniques rely on?

Question 27 27. What is Net Promoter Score?

Question 28 28. You own a roofing company and wonder how your average prices compare to your competition. You find the average roof prices charged for a 1,500 square foot ranch home and compile the data below. Which of the following is true based on the data you collected?

Question 29 29. Benefits of customer satisfaction include which of the following?

Question 30 30. Which of the following requirements should be excluded from the product?

Business Analysis Evaluation Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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