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Exam CBAP topic 1 question 80 discussion

Actual exam question from IIBA's CBAP
Question #: 80
Topic #: 1
[All CBAP Questions]

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?

  • 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.
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Suggested Answer: A 🗳️


Chosen Answer:
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1 month, 1 week ago
Selected Answer: A
Consistency in customer-facing activities is essential to ensure a positive customer experience. If employees are using different formats for these activities, it may lead to confusion or frustration among customers, potentially impacting customer satisfaction and retention. Therefore, addressing this inconsistency is important as part of an improvement opportunity.
upvoted 1 times
1 month, 3 weeks ago
Selected Answer: C
I think C. Lots of reference to consistency - BABOK v3: pg 154 - Some common examples of opportunities include: • Increase Efficiencies: automate or simplify the work people perform by re-engineering or sharing processes, changing responsibilities, or outsourcing. Automation may also increase consistency of behaviour, reducing the likelihood of different stakeholders performing the same function in distinctly different fashions.
upvoted 1 times
1 month, 4 weeks ago
A is correct. Different approaches to work can be confusing to customers and can be a problem for organization. Under a proactive approach, one should not wait for problem to realize and face consequences e.g., drop in sales, customer complains, etc.
upvoted 2 times
Community vote distribution
A (35%)
C (25%)
B (20%)
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