Which is NOT an input to the ‘Managing business relationship journeys’ process?
A
Explanation:
Training materials support BRM development but are not an input to the Managing Business
Relationship Journeys process; that process relies on defined roles and responsibilities, relationship
models, and the service portfolio.
Which activity in the ‘managing business relationship journeys’ process executes the activities for the
business relationship journey?
C
Explanation:
“Follow the business relationship model” is the activity that carries out the defined sequence of
journey steps, executing the business relationship journey in practice.
Which question should be considered during the ‘Identify stakeholders and relationship model’
activity of the ‘Managing business relationship journeys’ process?
B
Explanation:
Determining “Who is responsible for managing the relationship?” is central to identifying
stakeholders and selecting the appropriate relationship model.
What key question should be asked when verifying and adjusting a business relationship model?
C
Explanation:
Verifying and adjusting the business relationship model requires assessing whether deviations
occurred because the process wasn’t followed or because the model itself was ineffective.
An organization has created a value stream to define new or changed service level agreements
(SLAs).
What TWO activities in this value stream are most likely to include contributions from a business
relationship management practice?
1. Identify customer requirements
2 Create a draft SLA
3. Verify that SLA is achievable
4. Negotiate agreed SLA
D
Explanation:
BRM engages in understanding and capturing customer requirements (activity 1) and plays a key role
in negotiating the agreed SLA (activity 4) to ensure alignment with stakeholder expectations.
As part of a stakeholder analysis, a senior manager has been identified who has financial control over
BRM activities and is keen to see BRM succeed within the organization.
Which communication strategy should be used for this stakeholder?
C
Explanation:
A stakeholder with both high power (financial control) and high interest (keen to see BRM succeed)
requires a “manage closely” strategy to ensure their needs and expectations are proactively
addressed.
An organization is performing a stakeholder analysis.
Which is an example of a stakeholder that should be monitored?
B
Explanation:
End users with neither control (power) nor interest fit the “monitor” category in stakeholder analysis,
requiring minimal effort to track their status.
An organization is observing the interactions they have with their customers when negotiating
service targets.
Which technique is this an example of?
A
Explanation:
A Gemba walk involves directly observing work and interactions in the real environment such as
customer negotiations to gain firsthand insights into processes.
Which is an example of the ‘Prepare the team’ step of Gemba walks?
A
Explanation:
“Prepare the team” involves informing and readying participants for the upcoming Gemba walk;
notifying staff about the future observation aligns with that preparatory activity.
Which is an example of ‘Analysing the Voice of the customer’?
A
Explanation:
Analysing the Voice of the Customer involves reviewing and interpreting customer feedback to
identify priorities and actions, which is exemplified by interpreting feedback and prioritizing actions.