PMI Professional in Business Analysis (PMI-PBA) — Question 157

A company wants to improve the service to its customers by reducing complaint response time by 40%. To achieve this goal, it is necessary to redesign and optimize their internal processes and support it with a new product. The client thinks that disruption and short-term loss of productivity is inevitable.
Where can the business analyst best reflect the intangible costs associated with this change?

Answer options

• A. In the requirements specification document
• B. In the balanced score card chart
• C. In the pay-back analysis
• D. In the business case

Correct answer: D

Explanation

The business case is the appropriate place to detail the intangible costs of the change, as it encompasses the overall justification for the project, including both tangible and intangible factors. The other options focus more on specific aspects like requirements, performance metrics, or financial returns, and may not effectively capture the broader impact of non-tangible costs.