Certification of Capability in Business Analysis (CCBA) — Question 17

As a business analyst, you should work to identify opportunities to improve the operations of your organization. Which one of the following improvement opportunities aims to improve the experience of the customer?

Answer options

• A. Eliminate redundancy.
• B. Automate or simplify the work people perform.
• C. Increase consistency of behavior.
• D. Improve the purchasing process.

Correct answer: B

Explanation

The correct answer, B, emphasizes automating or simplifying tasks, which directly leads to a better customer experience by making processes faster and more efficient. Options A and C focus on operational efficiency without directly affecting customer experience, while D, while important, specifically targets the purchasing process rather than broader customer experience improvements.