A. Percentage increase in the number of customer complaints received during the implementation of a change initiative compared with the forecast level

B. Percentage of initiatives delivered on time and/or budget compared within initial forecasts

C. Percentage of milestones being achieved during a projects life cycle compared with the planned milestones

D. The successful delivery of linked projects and transformation activities to achieve an intended outcome

A. Strategy alignment principle

B. Portfolio delivery cycle

C. Portfolio definition cycle

D. Understand practice

A. Risk management

B. Balance

C. Management by exception

D. Energized change culture

A. Portfolio management links delivery of the organization's strategic objectives with investment in change in a transparent way that enhances effective accountability

B. Portfolio management aligns performance and portfolio reporting in terms of timing and content

C. Portfolio management assesses whether the programmes and projects within the portfolio are necessary, sufficient, achievable and affordable

D. Portfolio management develops delivery capability across the organization

A. To monitor progress against the Portfolio Delivery Plan

B. To obtain a clear understanding of what is in the current portfolio and development pipeline, including forecast costs, benefits and risks

C. To answer the question as to which initiatives the organization should invest in

D. To ensure a portfolio is balanced, taking into account coverage of all strategic objectives and impact across the business

A. Speed at which initiatives, aimed at improving customer service, progress through the development pipeline

B. Speed at which requests for change are assessed and responded to by individual projects and programmes

C. Speed at which customer complaints are dealt with from point of receipt through to resolution

D. Speed at which service is provided to customers from the point of first contact

A. The Portfolio Progress Group / Change Delivery Committee lead the creation of the Portfolio Strategy

B. The content of the Portfolio Strategy is best communicated by means of tables and graphs

C. The resulting documentation provides a clear line of sight'

D. The Portfolio Strategy provides the baseline information against which progress can be monitored

A. To identify change initiatives required to close the gap between current and target performance

B. To identify the gap between where the organization will be on current trajectory and where it needs to be to achieve its strategic objectives.

C. To identify resource requirements for business as usual against those required to deliver strategic changes

D. To prioritize initiatives within the current portfolio to identify which are the organization's most important initiatives

A. Detailed approaches are prescribed that are applicable to most organizations

B. Enables more efficient resource utilization

C. Enables best management practices such as PRINCE2 and MSP to be mandated

D. Justifies the application of sophisticated software tools

A. Strategy alignment

B. Portfolio definition

C. Multi-criteria analysis

D. Prioritize