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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 single point of contact that will eliminate the redundancy. What can the BA do to highlight the required changes to the structure?
Suggested Answer: A
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11 comments · newest first
NI
Nina
1 year ago
Business capability analysis sounds like a solid approach!
LU
Luke
1 year ago
Wait, are we sure a single point of contact is the best idea?
CH
Chauncey
1 year ago
Organizational modeling could really show the new structure.
SH
Shelton
1 year ago
I think policies and procedures would be more effective.
DE
Demetra
1 year ago
Current state description is key for clarity.
EL
Elouise
1 year ago
I’m leaning towards policies and procedures, but I’m not confident. I feel like they might not capture the structural changes as effectively as the other options.
AL
Allene
1 year ago
I practiced a similar question where we had to analyze business capabilities. It feels like that could help in understanding how the new solution aligns with overall goals.
ZI
Zita
1 year ago
I'm not entirely sure, but I remember something about organizational modeling being useful for highlighting structural changes. Maybe that could work here?
AL
Alise
1 year ago
I think the BA should focus on the current state description to clearly outline the existing redundancies. That seems like a logical first step.
JA
Jacqueline
1 year ago
Ah, this is a tricky one. I'll need to recall the specific details about the CX portfolio to select the right choice. Time to put on my thinking cap!
AM
Amos
1 year ago
I'm leaning towards App Volumes and User Environment Manager. That seems like it would give us the flexibility we need.