Task 1 PMI-PBA Practice Questions (Page 1)

Questions 1–5

1. 1expert · hard

   A telecommunications company implemented a new customer churn prediction system. The expected benefit was a 10% reduction in customer churn rate. After one year, the churn rate has decreased by 8%. The system is stable and the data science team is confident in the model. However, the business analyst discovers that the churn rate calculation method was changed during the year, making the 8% reduction difficult to compare with the baseline. What should the business analyst do?

   • AInvestigate the churn rate calculation change to determine the true reduction and assess the solution's value.
   • BConclude that the solution is not meeting the benefit target and recommend replacement.
   • CRecommend extending the evaluation period to collect more data with the new calculation method.
   • DIgnore the calculation change because the system is stable and the data science team is confident.
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2. 2expert · hard

   A healthcare organization implemented a new patient scheduling system. The performance criteria included a 30% reduction in no-show rates and a 20% increase in patient satisfaction. After six months, no-show rates have decreased by 35%, but patient satisfaction scores have only increased by 5%. The system is stable, but the business analyst discovers that patient satisfaction data is only collected from a small subset of patients. What should the business analyst do?

   • ARecommend extending the evaluation period to collect more satisfaction data.
   • BIgnore the satisfaction criterion because the no-show rate criterion was exceeded.
   • CConclude that the solution is not meeting the satisfaction criterion and recommend replacement.
   • DInvestigate the satisfaction data collection method to determine if the 5% increase is accurate.
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4. 3application · medium

   A healthcare provider implemented a patient portal that was expected to reduce administrative call volume by 30% within six months. After six months, call volume has decreased by only 10%, but patient satisfaction scores have improved significantly. The portal is functioning as designed. What should the business analyst recommend?

   • AReplace the portal immediately because it failed to meet the primary benefit target.
   • BDiscontinue the portal and revert to the previous process to save costs.
   • CContinue using the portal because it delivers value through improved satisfaction, and investigate why call volume reduction fell short.
   • DAdjust the expected benefit to 10% so the solution is considered successful.
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5. 4foundation · easy

   During the evaluation of a delivered solution, which activity is the business analyst performing when comparing actual performance metrics to the targets defined in the business case?

   • AReviewing the implementation process for adherence to the project plan
   • BMeasuring the business value delivered against the expected benefits
   • CAssessing whether the solution meets the business needs and performance criteria
   • DDetermining if the solution satisfies the acceptance criteria for final sign-off
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6. 5application · medium

   A retail bank implemented a mobile banking app. The expected benefits were a 15% increase in digital transactions and a 10% reduction in branch traffic. After one year, digital transactions increased by 20%, but branch traffic only decreased by 3%. The app is stable and well-received by customers. What should the business analyst recommend?

   • ALower the branch traffic target to 3% to make the solution appear successful.
   • BContinue using the app because it exceeded the digital transaction target, and investigate why branch traffic did not decrease as expected.
   • CDiscontinue the app to force customers to use branches, which would increase branch traffic.
   • DReplace the app because it failed to meet the branch traffic reduction target.
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