The BPM program manager and process owner for a new hire onboarding process project need to ensure that the solution developed by the team will be accepted and adopted by the target users. To facilitate this, they decide to:

• A. insist on documentation of all user requirements before having the development team begin work.
• B. involve champion SMEs in the discovery and implementation including playbacks.
• C. agree with users to postpone the release until every feature is correct.
• D. plan additional playbacks for user screens.

A program manager is planning a project after Playback 0 with a customer. The first proposed plan includes releasing the process with no integrations to external systems. In this plan the process participants will key in data into the process application manually for the first release. The customer replies that this is not a good solution because the integrations are required. The customer proposes a second plan where all the integrations are built for the first release and it will take nearly 3 times as long to deliver with a duration of 9 months. After discussing the pros and cons of the different approaches the customer states that the plan with integrations will be less work and cost overall because they know that they will eventually build all the integrations. How should the program manager respond?

• A. Continue to support the first plan because partial solutions that bring about an earlier release will often demonstrate that the full scope of initial planned integrations are not required.
• B. Accept the customer's proposed plan as the customer has confirmed that the integrations will eventually be implemented. The program manager will document the integration risks.
• C. Accept the second plan because it will lock the customer into a much longer implementation during which the program manager can push for shorter releases.
• D. Continue to support the first plan because it gives the process participants the ability to work with the data first hand and greatly reduce the user acceptance testing.

A process owner needs to monitor the performance of multiple processes in the aggregate. What should the program manager plan on developing first to satisfy this requirement?

• A. Scoreboards
• B. Key Performance Indicators (KPIs)
• C. Service Level Agreements (SLAs)
• D. A report

What are the primary challenges that business process governance addresses?

• A. Many processes, many BPM developers, and many BPM assets.
• B. Bad relationships between business and IT, inconsistent results in delivering BPM value, and developing BPM skills within the organization.
• C. Developing BPM skills within the organization, adopting BPM methodology to the organization's needs, and gathering lessons learned from failed BPM projects.
• D. Inconsistent decision making in selecting BPM projects, not meeting regulatory compliance goals, and automating labor intensive processes.