PMI Professional in Business Analysis (PMI-PBA) — Question 51

Last year, a company registered a high number of complaints about its customer service. Which of the following tools or techniques can help to identify the high-priority changes needed to improve that service?

Answer options

• A. A work breakdown structure analysis of the service
• B. A cause-and-effect diagram
• C. A Pareto analysis
• D. A flowchart of the service

Correct answer: C

Explanation

The correct answer is C, as a Pareto analysis helps identify the most significant issues by focusing on the 20% of causes that result in 80% of the problems, making it effective for prioritizing changes. Options A, B, and D, while useful for different aspects of analysis, do not specifically target the prioritization of changes based on impact like the Pareto analysis does.