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Key performance indicators (KPIs) are a technique that involves defining and measuring specific, quantifiable, and relevant indicators of the performance and progress of a program, project, or solution. KPIs can help to validate the desired outcomes by:

Comparing the actual results of the solution against the expected or target results, such as the increase in sales and customer retention

Evaluating the effectiveness and efficiency of the solution in achieving the business objectives and meeting the stakeholder needs

Identifying the strengths and weaknesses of the solution and the areas for improvement or optimization

Communicating and reporting the performance and value of the solution to the stakeholders and the decision-makers

Some examples of KPIs that could be used to validate the desired outcomes of the restructured pricing model are:

Sales growth rate: The percentage change in sales over a given period of time

Customer retention rate: The percentage of customers who remain loyal to the company over a given period of time

Customer lifetime value: The net profit generated by a customer over the duration of their relationship with the company

Customer satisfaction score: The degree to which customers are satisfied with the company’s products, services, and interactions

References:

[BABOK Guide v3], Section 7.5: Validate Solution, p. 186-187

CBAP / CCBA Certified Business Analysis Study Guide, 2nd Edition, Chapter 5: Solution Assessment and Validation, p. 211-212

Certified Business Analysis Professional™ (CBAP®) Specialization, Course 4: Business Analysis: Solution Evaluation, Week 2: Solution Performance Assessment, Video: Solution Performance Metrics

Key Performance Indicators (KPIs) - Definition, Types & Examples, Blog Post, June 2023

Return on investment (ROI) is a measure of the profitability of an investment, calculated as the ratio of the net benefit to the total cost. The net benefit is the difference between the revenue and the cost. The total cost is the sum of the initial and ongoing costs. In this case, the ROI over the first 3 years can be computed as follows:

RevenueInitial costOngoing costTotal costNet benefitROI​=150,000×3=450,000=200,000=30,000×2=60,000=200,000+60,000=260,000=450,000−260,000=190,000=260,000190,000​×100%=73.08%​

Therefore, the projected ROI over the first 3 years is 73.08%, which is closest to option A. 44%. References: CBAP Handbook, CBAP Study Guide, Why should you be a CBAP in 2023

A capability-centric view is a type of view that analyzes the current state of an organization based on its capabilities, which are the abilities and skills that enable the organization to achieve its goals and objectives. A capability-centric view helps to identify the strengths and weaknesses of the organization, as well as the opportunities and threats in the external environment. By proposing a change that leverages the existing capabilities of the organization, such as manufacturing vending machines, and adapts them to a new market segment, such as mobile device users, the BA used a capability-centric view to analyze the current manufacturer’s state.

The other options are not correct because they do not match the type of view that the BA used. A data-centric view is a type of view that analyzes the current state of an organization based on its data, which are the facts and information that support the organization’s operations and decision-making. A data-centric view helps to identify the sources, quality, and usage of data, as well as the data requirements and gaps. A process-centric view is a type of view that analyzes the current state of an organization based on its processes, which are the activities and tasks that transform inputs into outputs. A process-centric view helps to identify the inputs, outputs, resources, and performance of processes, as well as the process improvements and optimizations. A people-centric view is a type of view that analyzes the current state of an organization based on its people, which are the stakeholders who are involved in or affected by the organization’s activities and outcomes. A people-centric view helps to identify the roles, responsibilities, relationships, and needs of the people, as well as the people management and engagement strategies.

References:

[BABOK Guide v3], Section 6.1: Analyze Current State, p. 158-159

Certified Business Analysis Professional™ (CBAP®) Specialization, Course 3: Business Analysis: Strategy Analysis, Week 1: Strategy Analysis, Video: Current State Analysis

What is Strategic Analysis? 8 Best Strategic Analysis Tools + Examples, Blog Post, July 2023

The BA should pause the activity and reiterate the rules to the entire group, as this is the best way to address the disruptive behavior and remind everyone of the purpose and objectives of the session. The BA should not continue the activity with the group and provide a report, as this would ignore the problem and potentially affect the quality and validity of the results. The BA should not reschedule the session without the Director of Human Resources, as this would exclude a critical stakeholder and create more resentment. The BA should not ask the Director of Human Resources to observe instead of participate, as this would also exclude a critical stakeholder and reduce the diversity of perspectives in the session. References:

CBAP / CCBA Certified Business Analysis Study Guide, 2nd Edition, Chapter 9: Requirements Analysis and Design Definition, page 319

CBAP / CCBA Certified Business Analysis Study Guide | Wiley, Chapter 9: Requirements Analysis and Design Definition, page 319

Certified Business Analysis Professional™ (CBAP®) | Coursera, Course 3: Business Analysis: Requirements Analysis and Design Definition, Week 3: Requirements Analysis Techniques, Video: Brainstorming