Exam PMI-PBA topic 1 question 19 discussion

Actual exam question from PMI's PMI-PBA

Question #: 19
Topic #: 1

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?

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

Show Suggested Answer

Suggested Answer: C 🗳️

by Proctored_Expert at Dec. 21, 2022, 12:53 a.m.

Comments

Submit Cancel

Proctored_Expert

1 year, 1 month ago

Selected Answer: C

To investigate the problem of the increased average time interval to answer a call, the business analyst should use root cause analysis. Root cause analysis is a tool used to identify the underlying cause of a problem or issue. It is a structured approach that involves breaking down the problem into smaller components, identifying the potential causes of the problem, and analyzing the relationships between those causes. Root cause analysis can be used to identify the root cause of a wide range of problems, including process issues, quality issues, and performance issues. In this case, the business analyst should use root cause analysis to investigate the increased average time interval to answer a call. This may involve identifying the potential causes of the problem, such as issues with the call management system, staffing levels, or training, and analyzing the relationships between those causes to identify the root cause.

upvoted 4 times

...