PMI Professional in Business Analysis (PMI-PBA) — Question 21

A business analyst is working on a project to implement a new call management system for a help desk. They expected the average time interval to answer a call to decrease over time, but the interval has increased instead.
Which technique should the business analyst use to investigate the problem?

Answer options

• A. Observation
• B. Process modeling
• C. Root cause analysis
• D. Interviews

Correct answer: C

Explanation

The correct answer, Root cause analysis, is appropriate because it focuses on identifying the underlying reasons for the increased call answering time. Observation, process modeling, and interviews may provide useful information, but they do not specifically target the root causes of the problem.