A business analyst (BA) had identified redundancy in the process for the first contact resolution for customer issues; currently two separate divisions handle this task. A new solution identifies a single point of contact that will eliminate the redundancy. What can the BA do to highlight the required changes to the structure?
To highlight the required changes to the structure of handling customer issues, the business analyst should use organizational modelling. This technique involves creating visual representations of the roles, responsibilities, and reporting structures within an organization. By using organizational modelling, the business analyst can effectively demonstrate the current redundancy issue and propose a new streamlined structure with a single point of contact, thereby clearly depicting the necessary changes to stakeholders.
B - Current State, as : The purpose of Analyze Current State is to understand the reasons why an enterprise needs to change some aspect of how it operates and what would be directly or indirectly affected by the change. p 103
C. Organizational Modelling 8.5.6 Recommend Actions to Increase Solution Value Techniques• Organizational Modelling: used to demonstrate potential change within the organization's structure. 8.5.6 eliminates C and D as options.
C. Organizational modelling
8.5.6 Organizational Modelling: used to demonstrate potential change within the organization's structure.
Organizational Modelling
Babok 6.1.2 Answer is B The current state is explored in just enough detail to validate the need for a change and/or the change strategy. Understanding the current state of the enterprise prior to the change is necessary to identify what will need to change to achieve a desired future state and how the effect of the change will be assessed
B. Current state description
Current state description is correct. As per BABOK v3 6.1.1, The purpose of Analyze Current State is to understand the reasons why an enterprise needs to change some aspect of how it operates and what would be directly or indirectly affected by the change. Other mentioned options may be used as part of current state description.
Given the nature of the problem described—redundancy in the process for first contact resolution for customer issues—the most appropriate technique to highlight the required changes to the structure is: C. Organizational modelling Organizational modelling involves creating visual representations of the roles, responsibilities, reporting structures, and workflows within an organization. By using this technique, the business analyst can visually depict the current structure with its redundancy and propose changes to streamline the process, such as consolidating the handling of customer issues under a single point of contact. This helps stakeholders understand the necessary changes to the organizational structure more clearly.
Organizational modelling is used to describe the roles, responsibilities, and reporting structures that exist within an organization and to align those structures with the organization's goals. It is not used primarily to identify changes required in the structure, processes or fixing operational issues.
business capability analysis