Certified Business Analysis Professional (CBAP) — Question 121

A business analyst (BA) had identified redundancy in the process for the first contact resolution for customer issues; currently two separate divisions handle this task. A new solution identifies a single point of contact that will eliminate the redundancy. What can the BA do to highlight the required changes to the structure?

Answer options

• A. Business capability analysis
• B. Current state description
• C. Organizational modelling
• D. Policies and procedures

Correct answer: C

Explanation

Organizational modelling is the correct choice because it involves creating a visual representation of the organization’s structure and processes, which can clearly illustrate the needed changes. The other options, while useful in different contexts, do not specifically address the structural changes required to streamline the process.