CBAP · Question #510
A business analyst (BA) is responsible for analyzing the effectiveness of a railway ticket booting system. The BA prepared a report based on observations of the booking clerk over two days (Monday…
The correct answer is A. Verify the expected value and its perceived performance. Before drawing conclusions from limited observations, the BA must first verify whether the clerk's actual performance aligns with the expected value defined for the solution, as this comparison is the foundation of solution evaluation.
Question
A business analyst (BA) is responsible for analyzing the effectiveness of a railway ticket booting system. The BA prepared a report based on observations of the booking clerk over two days (Monday and Wednesday). According to the information gathered, the booking clerk is underutilized and spends a lot of die time waiting for customers. What should the BA do next?
Options
- AVerify the expected value and its perceived performance
- BConduct further analysis to protect against false information based on insufficient data
- CPropose a change in the organizational chart to give the clerk more responsibilities
- DBenchmark the clerk's performance against other roles and other companies
How the community answered
(34 responses)- A82% (28)
- B9% (3)
- C6% (2)
- D3% (1)
Why each option
Before drawing conclusions from limited observations, the BA must first verify whether the clerk's actual performance aligns with the expected value defined for the solution, as this comparison is the foundation of solution evaluation.
In solution evaluation, the BA's immediate next step when identifying a potential performance gap is to confirm the expected value baseline and compare it against observed performance, ensuring the assessment is grounded in agreed-upon standards. In this scenario, two days of observation may or may not reflect typical utilization, and verifying what performance level was originally expected establishes whether the clerk's utilization actually constitutes a problem. Only after this validation can the BA determine whether a change recommendation is warranted and what form it should take.
While collecting more data could eventually be appropriate, the first step in solution evaluation is to verify the expected performance standard against current observations - without that baseline, additional data collection lacks a clear reference point.
Proposing an organizational chart change is a premature solution recommendation that skips the required verification and analysis steps in the solution evaluation process.
Benchmarking against external roles and companies is a secondary analysis activity that is only meaningful after internal expected performance has been defined and validated against actual results.
Concept tested: Solution evaluation - comparing actual vs. expected performance
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