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PMI-PBA Exam - Topic 2 Question 121 Discussion

Last year, a company registered a high number of complaints about its customer service. Which of the following tools or techniques can help to identify the high-priority changes needed to improve that service?
B) A Pareto analysis
A) A work breakdown structure analysis of the service
C) A flowchart of the service
D) A cause-and-effect diagram

PMI-PBA Exam - Topic 2 Question 121 Discussion

Actual exam question for PMI's PMI-PBA exam
Question #: 121
Topic #: 2
[All PMI-PBA Questions]

Last year, a company registered a high number of complaints about its customer service. Which of the following tools or techniques can help to identify the high-priority changes needed to improve that service?

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Suggested Answer: B

According to the PMI Guide to Business Analysis, a Pareto analysis is a tool that helps to prioritize problems or causes based on their frequency or impact. It is based on the Pareto principle, which states that 80% of the effects come from 20% of the causes. A Pareto analysis can help to identify the high-priority changes needed to improve a service by showing which problems or causes account for most of the complaints or dissatisfaction. A work breakdown structure analysis, a flowchart, and a cause-and-effect diagram are other tools that can help to analyze a service, but they do not necessarily help to prioritize the changes needed to improve it.Reference: PMI Guide to Business Analysis, page 145-146.


by Eun at Aug 14, 2026, 04:51 AM

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Madelyn
3 days ago
Flowcharts are useful too, but not as effective for prioritizing.
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Lorriane
8 days ago
I think a Pareto analysis is the best choice.
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Louvenia
13 days ago
A work breakdown structure seems too complex for this situation.
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Kati
18 days ago
Wait, can a cause-and-effect diagram really pinpoint high-priority changes?
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Merissa
24 days ago
A flowchart could be useful too, but not as effective.
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Fletcher
29 days ago
Totally agree, it helps prioritize issues!
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Merlyn
1 month ago
I think B) A Pareto analysis is the best choice.
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Flo
1 month ago
I feel a bit confused about the work breakdown structure; I don't recall it being directly related to customer service complaints.
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Jonelle
1 month ago
I practiced a similar question where we had to choose tools for process improvement, and I think a cause-and-effect diagram could also be useful for identifying root causes.
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Angelyn
2 months ago
I'm not entirely sure, but I think a flowchart could help visualize the customer service process, which might highlight problem areas.
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Martina
2 months ago
I remember discussing Pareto analysis in class, and it seems like a good fit since it helps prioritize issues based on their impact.
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