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Question 154 - CCBA discussion

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As a business analyst, you should work to identify opportunities to improve the operations of your organization. Which one of the following improvement opportunities aims to improve the experience of the customer?

A.
Eliminate redundancy.
Answers
A.
Eliminate redundancy.
B.
Automate or simplify the work people perform.
Answers
B.
Automate or simplify the work people perform.
C.
Increase consistency of behavior.
Answers
C.
Increase consistency of behavior.
D.
Improve the purchasing process.
Answers
D.
Improve the purchasing process.
Suggested answer: C

Explanation:

When customers experience the same process, such as checkout in different ways, it's frustrating.

This improvement opportunity aims to create consistency in all behaviors to improve the customer experience. Answer B is incorrect. Automating or simplifying the work people perform helps streamline costs and improve quality by doing the work in the same way each time the work is performed.

Answer A is incorrect. Eliminating redundancy considers that stakeholders may have common needs that can be met with a single solution, reducing the cost of implementation.

Answer D is incorrect. While this choice is tempting, it's not an actual improvement opportunity for the business analyst to consider.

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asked 18/09/2024
Omar Solomon
33 questions
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