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.
Inconsistent customer-facing activities can lead to customer confusion, frustration, and even dissatisfaction. When different employees perform tasks in various ways, it can create mixed messages, unclear expectations, and uneven service quality. Standardizing processes where appropriate can improve customer experience, streamline operations, and reduce potential errors.
A. It can be a problem as customers could become confused or frustrated because of the different approaches to the work. Inconsistent processes, especially in customer-facing activities, can lead to confusion or frustration for customers. This issue can be addressed as part of an improvement opportunity to ensure consistency, efficiency, and a better customer experience. Standardizing workflows is often key to maintaining quality and avoiding potential issues, even if no immediate complaints have been made
The correct answer is A. It can be a problem as customers could become confused or frustrated because of the different approaches to the work. As a business analyst, Jane has observed a variation in the way employees perform customer-facing activities. This inconsistency could potentially lead to confusion, frustration, or even a loss of trust among customers. By addressing this issue, Jane can help improve the overall customer experience and increase consistency in the organization's processes.
The other options are not correct because: - B. Waiting for a drop in sales is a reactive approach that may allow the problem to persist and potentially harm the organization's reputation. - C. While consistency is important, it's not necessarily a requirement dictated by enterprise environmental factors. Instead, it's a best practice that can help improve customer satisfaction and efficiency. - D. Ignoring the issue until a customer complains may lead to a loss of business or damage to the organization's reputation. Proactively addressing the inconsistency can help prevent these negative outcomes.
BABOK v2 pg 110 Eliminate Redundancy: Different stakeholder groups may have common needs that can be met with a single solution, reducing the cost of implementation.
BABOK v2 pg110 Increase Consistency Of Behavior: Different workers may handle similar cases in a very different fashion, causing customer dissatisfaction and frustration.