A business analyst (BA) had identified redundancy in the process for the first contact resolution for customer issues: currently two separate a visions handle this task. A new solution identifies a…

A current state description captures how the business currently operates, including the redundant process of two divisions handling first contact resolution. Documenting this existing structure makes the problem explicit and provides a baseline for comparing the proposed single-point-of-contact solution. It is the artifact that highlights what needs to change in the organizational structure.

Policies and procedures define rules and steps for how work should be done, not a tool for highlighting structural redundancy between divisions.

Business capability analysis maps what a business can do at a high level but does not expose specific structural or process redundancies between organizational units.

Organizational modeling documents roles, responsibilities, and reporting relationships but is more suited to designing a future structure than exposing current-state redundancy problems.