Service diagnosis and transformation thesis Review questions Service diagnosis and transformation thesis — Integrated summary Start with the user's attempt across channels through a communicated decision, not a screen or submission that can repeat. A flow map separates touch and wait, but sampled cases are needed to diagnose a queue. Distinguish missing capability, integration defects and unsettled policy before buying technology. Frame a transformation thesis around trialable alternatives and treat non-negotiable constraints as eligibility gates before benefit ranking. A benefits case needs baseline, denominator, period and comparison, with sensitivity to work, conflict and demand assumptions. Released staff time is capacity that may improve another service; it is not cash saving unless spending falls. A defensible decision states what could falsify it, who reviews it and when staged funding stops.
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Question 1 The portal logs 910 submissions, while 940 unique attempts reach a decision across portal and phone. Which unit measures service outcome? Submit clicks Unique attempt with a communicated decision Pages opened Support calls Question 2 A change takes 30 minutes of work and 48 hours awaiting approval. What should be tested first if this low-risk class gains no value from that approval? Stop measuring wait Faster coding Larger batches Bounded delegation with controls and monitoring Question 3 Eligibility policy is unsettled, and the team proposes a faster platform. Which diagnosis is most precise? Unsettled policy and decision authority Only a missing user interface Need a faster server Certain debt in every component Question 4 Two opportunities compete: the first has a higher estimated benefit but unclear data rights; the second is smaller and testable now. What portfolio decision follows? Treat data rights as an eligibility gate before ranking Split funds immediately Hide uncertainty inside an average score Fund the first for its higher score Question 5 A change releases 400 staff hours, but employees remain to clear a backlog. How should the benefit be recorded? Cash saving equal to all wages Released capacity with documented use Certain new revenue No value at all Question 6 A database team owns a residency screen, but the request decision crosses phone and portal. Which team boundary best supports outcome accountability? A temporary project ending at launch A team per screen A service team owning the journey and decision across channels A team per language Question 7 Product wants to change an eligibility rule, while security claims it should define its meaning. Which authority split is sound? Supplier decides Developer changes it without a record Security writes policy alone Policy owner decides meaning; security sets access and risk boundaries Question 8 Four specialists have 320 plannable hours; current work needs 310. A new project asks for 40. What follows? 30-hour gap before peaks No effect because project is temporary Current work becomes 270 hours 50-hour margin Question 9 A self-service platform provides deployment, but the service team does not know who receives a night-time failure call. What is missing? Different button color An interface, support and responsibility handoff contract More deployments A platform brand name Question 10 A fortnightly committee approves even help text that changes no rights. Which governance experiment is lower risk? Give supplier authority over all rules Remove every security review Delegate bounded text with meaning checks and an appeal path Release without records Question 11 The target architecture needs a common request ID, but the legacy register does not issue one. What dependency should be recorded first? Hide the old register Buy a larger server Launch the new screen Documented ID creation and linking rule before transfer Question 12 Duplicate and late status events arrive. Which rule protects the displayed decision? Use event ID and state version, handle duplicates and quarantine conflicts Delete every second message Assume guaranteed exactly-once delivery Show the last message received Question 13 Two teams dispute the meaning and ID of an old membership reactivation. Who decides the identity rule and who investigates duplicate rows? Custodian decides meaning and deletes rows Consumer silently changes source Data owner decides rule and steward investigates rows Supplier chooses newest record Question 14 Identity supply fails while support-account reads are unusual. What is safe before their cause is known? Delete read logs Declare a confirmed breach Show decisions without identity Isolate access, preserve evidence and require verification for decision display Question 15 The new system has written a membership state the old one cannot read. What is switching the user link back to the old system? Proof of matching Automatic schema upgrade Full rollback Containment only if new writes remain preserved and reconciled Question 16 An upload page launches but prints requests for staff to re-enter. What is missing from the vertical slice? An end-to-end path to a traceable decision More fields An earlier launch date A new logo Question 17 Of ten production deployments, two fail and one is an unplanned incident repair. What are fail and rework rates? 10% and 20% 20% and 10% 20% and 20% 2% and 1% Question 18 Current-work capacity is 560 hours against 550 demand. A project withdraws 28 plannable hours while a referral fix saves 20. What margin remains? 28-hour gap 18-hour gap 2-hour margin 30-hour margin Question 19 A supplier API accepts 99.9% of notices. What does that fail to establish? A denominator of presented notices An acceptance state Interface acceptance Correct, timely delivery to the rightful person Question 20 Five thousand appointments match in count after transfer, but twelve times differ, including one tomorrow. Open the service? Yes, after hiding the twelve No; fix the time difference and recompare critical fields No; delete both systems Yes, totals match Question 21 One thousand attempts begin in an app; 700 complete there and 180 after switching to phone. What is whole-journey completion? 70% 82% 88% 100% Question 22 Decision time in A falls from six to four days and B from five to 4.5. What is the conditional change-in-changes? 1.5-day increase 0.5-day reduction 1.5-day reduction Certain causal two-day reduction Question 23 A change waits six days for a committee and five for security. What comes before reorganizing teams? Double the team without measurement Remove every control Assume slow engineers Classify waits and test decision authority and security capacity Question 24 Login fails and 240 support-account reads occur in two minutes. Which public statement is accurate now? No data was touched Access is disrupted; unusual reads are under review, with an update to follow Nothing occurred until supplier explains it Everyone’s data was stolen Question 25 Median renewal time reaches seven days, but the register interface fails for 5% of cases. Expand? Yes, median improved Yes, after excluding failures No until failure is classified and affected cases have a proven safe route Stop measuring median Create a free account to mark your answers and save your progress.
