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Title: Free PDF 2026 Professional BCS PC-BA-FBA-20: BCS Foundation Certificate in Busin [Print This Page]
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Title: Free PDF 2026 Professional BCS PC-BA-FBA-20: BCS Foundation Certificate in Busin
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BCS PC-BA-FBA-20, also known as the BCS Foundation Certificate in Business Analysis V4.0 Exam, is a certification exam designed to test a candidate's knowledge and understanding of business analysis principles and techniques. PC-BA-FBA-20 exam is offered by the British Computer Society (BCS), which is a professional body for IT professionals in the UK.
BCS Foundation Certificate in Business Analysis (PC-BA-FBA-20) is a certification exam that tests your knowledge and understanding of the fundamental principles and techniques of business analysis. PC-BA-FBA-20 Exam is designed for those who are new to the field of business analysis or for those who want to formalize their knowledge and skills in this area. The BCS Foundation Certificate in Business Analysis is recognized globally and is a valuable addition to any professional¡¯s portfolio.
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BCS Foundation Certificate in Business Analysis V4.0 Sample Questions (Q21-Q26):NEW QUESTION # 21
Which of the following actions could sustain business change?
Answer: D

NEW QUESTION # 22
It is unclear to a project sponsor why a particular requirement has been included in a recently released version of a system.
Which of the following will allow him to identify who originally asked for the requirement?
Answer: B

NEW QUESTION # 23
Which of the following statements about a BAM is correct?
Answer: A

NEW QUESTION # 24
Which of the following statements about outsourcing of systems development is correct?
Answer: B

NEW QUESTION # 25
The management of a chain of hotels has decided that one of its critical success factors (CSF) is to 'provide excellent customer service' The below measures have been suggested.
Which THREE of these are appropriate key performance indicators (KPIs) for the CSF 'provide excellent customer service"?
Answer: B,C,D
Explanation:
To determine which measures are appropriate Key Performance Indicators (KPIs) for the Critical Success Factor (CSF) "provide excellent customer service," we must first understand the relationship between CSFs and KPIs:
Critical Success Factors (CSFs): These are the essential areas or activities that an organization must excel at to achieve its goals. In this case, "provide excellent customer service" is a CSF.
Key Performance Indicators (KPIs): These are measurable metrics used to evaluate progress toward achieving a CSF. KPIs should directly align with the CSF and provide actionable insights.
Now, let's evaluate each option to determine whether it is an appropriate KPI for the CSF "provide excellent customer service":
A . The number of customers who make use of their in-room mini bar
This measure tracks customer behavior related to a specific hotel amenity (the mini bar). While it may indicate customer satisfaction with the room's offerings, it does not directly measure the quality of customer service.
Conclusion: This is not an appropriate KPI for the CSF "provide excellent customer service." B . The percentage of customers who use the leisure facilities This measure tracks how many customers utilize the hotel's leisure facilities (e.g., gym, pool, spa). While it may reflect customer engagement with the hotel's amenities, it does not directly assess the quality of customer service.
Conclusion: This is not an appropriate KPI for the CSF "provide excellent customer service." C . The number of customers who complain Customer complaints are a direct indicator of dissatisfaction and can highlight areas where customer service needs improvement. A high number of complaints suggests poor customer service, while a low number indicates better service quality.
This measure is closely aligned with the CSF "provide excellent customer service" because it provides actionable feedback on service performance.
Conclusion: This is an appropriate KPI for the CSF.
D . The percentage of customers who join the hotel loyalty scheme
Customers are more likely to join a loyalty scheme if they have had a positive experience with the hotel, including excellent customer service. This measure reflects customer satisfaction and loyalty, which are outcomes of good service.
Conclusion: This is an appropriate KPI for the CSF.
E . The percentage of customers who return
Repeat customers are a strong indicator of customer satisfaction and loyalty, which are directly influenced by the quality of customer service. If customers return to the hotel, it suggests they were satisfied with their previous experience, including the service they received.
Conclusion: This is an appropriate KPI for the CSF.

NEW QUESTION # 26
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The BCS PC-BA-FBA-20 certification is a valuable credential and comes with certain benefits. You can use BCS Foundation Certificate in Business Analysis V4.0 exam certificate to inspire managers or employers. For many professionals, the BCS PC-BA-FBA-20 Certification Exam will not only validate your expertise but also gives you an edge in the job market or the corporate ladder.
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