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?
When employees perform the same customer-facing activities in different formats, it can lead to inconsistencies that confuse or frustrate customers. Consistency in customer interactions is crucial for maintaining a positive customer experience. By addressing these discrepancies as part of an improvement opportunity, the organization can enhance overall customer satisfaction and potentially avoid negative outcomes such as decreased sales or customer complaints.
A is correct. Different approaches to work can be confusing to customers and can be a problem for organization. Under a proactive approach, one should not wait for problem to realize and face consequences e.g., drop in sales, customer complains, etc.
I think C. Lots of reference to consistency - BABOK v3: pg 154 - Some common examples of opportunities include: • Increase Efficiencies: automate or simplify the work people perform by re-engineering or sharing processes, changing responsibilities, or outsourcing. Automation may also increase consistency of behaviour, reducing the likelihood of different stakeholders performing the same function in distinctly different fashions.
Consistency in customer-facing activities is essential to ensure a positive customer experience. If employees are using different formats for these activities, it may lead to confusion or frustration among customers, potentially impacting customer satisfaction and retention. Therefore, addressing this inconsistency is important as part of an improvement opportunity.