The Customer Services Director has announced the new structure at a large presentation for all Customer Services staff. The scale and design of the change have surprised many of the staff.
In the weeks immediately following the Customer Services Director's initial presentation, there have been rumors of the Help Desk staff talking unhappily in small groups, with blame directed at "the management" for a recent period of poor performance of the department.
Which approach is the MOST appropriate way for the Customer Services Director to create early involvement in the change?

• A.Target those staff in the Help Desk who are change-averse so that they are the first ones involved in the program.
• B.Delay communications a few weeks so that all staff have time to think for themselves about the benefits of the new structure.
• C.Identify those staff who would be willing to trial new Help Desk processes and work on pilots in the department.
• D.Encourage the Help Desk staff to begin setting goals for themselves under the new structure.

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Which 'event' BEST offers the opportunity to connect learning to the wider change initiative?

• A.Assess performance, testing whether the instruction has been effective.
• B.Provide guidance to support the learning process, such as real-life examples, stories, and discussion.
• C.Remind the learners of what they already know that is relevant to the current instruction (facts, rules, procedures, or skills).
• D.Provide good learning feedback that allows learners to evaluate their practice.

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Time is running short and the Must Have requirements for the data entry screen of the web page, as recorded in the Prioritised Requirements List, are not going to be completed on time.
What action should the Project Manager take?

• A.Change the end date of the Timebox.
• B.Ensure that this issue is escalated to the project level roles.
• C.Accept that the Must Have requirements will not be delivered on time.
• D.Amend the end date in the Delivery Plan.

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Answer the following questions about the acceptance criteria within the project.
Decide whether the approach to setting and using acceptance criteria has been applied appropriately and select the response that supports your decision.
The objective of Solution Development Timebox B is to ensure that the front and east wings are finished and approved. The Project Manager has pointed out that acceptance criteria for this part of the solution need to be agreed.
Is this an appropriate action related to acceptance criteria?

• A.Yes, because this will allow the Solution Development Team to focus on the quality of the Solution Development Timebox's deliverable as a whole, in order to keep focus on the business need.
• B.Yes, because it will be easier to set acceptance criteria for the Solution Development Timebox as a whole, rather than setting specific acceptance criteria for each individual requirement.
• C.No, because the acceptance criteria for the Solution Development Timebox are just the amalgamation of the individual requirements' acceptance criteria, with nothing extra.
• D.No, because the Solution Development Timebox objective will change if any new requirements emerge or any lower priority requirements are de-scoped.

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Using the information provided in the additional information, answer the following question on building a change analytics strategy.
Do the measures to be monitored by the CEO represent appropriate 'leading', result-oriented measures for the effectiveness of the change interventions?

• A.No, because 'leading' metrics must be based on quantitative data.
• B.No, because these metrics are lagging, output-focused indicators.
• C.Yes, because these indicators will identify if UniCo sales continue to decline.
• D.Yes, because these metrics monitor benefits realization at senior management level.

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