IIBA
CBAP · Question #268
CBAP Question #268: Real Exam Question with Answer & Explanation
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Question
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?
Options
- AIt can be a problem as customers could become confused or frustrated because of the
- BIt is not a problem unless there is a drop in sales so it should be left alone.
- CIt can be a problem as the enterprise environmental factors always call for consistency in all
- DIt is not a problem unless the customer complains. If Jane has not noticed the customers
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