Certified Business Analysis Professional (CBAP) — Question 261

An organization has a procedure for receiving requests from its customers: investigating each and then replying with an answer. The general manager asks a business analyst (BA) to identify ways to improve the current practice because it takes too long for the requests to be answered.
Which of the following techniques will the BA use to review the tasks?

Answer options

• A. Data Modeling
• B. Business Case
• C. Item Tracking
• D. Process Analysis

Correct answer: D

Explanation

The correct answer is D, Process Analysis, as it focuses on examining the steps involved in a procedure to identify inefficiencies and areas for improvement. The other options, such as Data Modeling and Business Case, do not specifically address the evaluation of processes, while Item Tracking is related to managing requests rather than analyzing the process itself.