Certified Business Analysis Professional (CBAP) — Question 422

Jane is the business analyst for her organization and she is completing passive observation to identify improvement opportunities in the workflow. She notices that some of the employees perform certain customer-facing activities in a different format than the other workers.
Is this a problem that can be addressed as part of an improvement opportunity?

Answer options

• A. It can be a problem as customers could become confused or frustrated because of the different approaches to the work.
• B. It is not a problem unless there is a drop in sales so it should be left alone.
• C. It can be a problem as the enterprise environmental factors always call for consistency in all processes.
• D. It is not a problem unless the customer complains. If Jane has not noticed the customers complaining then the process should be left along.

Correct answer: A

Explanation

The correct answer, A, highlights that differing approaches can lead to customer confusion and frustration, which is essential for a business to consider. Options B and D incorrectly downplay the importance of consistency until a problem arises, while option C, although valid, does not directly address the immediate customer impact like option A does.