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A company wants to improve the service to its customers by reducing complaint response time by 40%. To achieve this goal, it is necessary to redesign and optimize their internal processes and support it
with a new product. The client thinks that disruption and short-term loss of productivity is inevitable.
Where can the business analyst best reflect the intangible costs associated with this change?
Suggested Answer: A
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11 comments · newest first
MA
Maryln
1 year ago
Definitely needs to be in the requirements spec too, don’t overlook that!
GE
Genevieve
1 year ago
Wait, can you really quantify those intangible costs?
GA
Galen
1 year ago
Not so sure, the balanced scorecard might show broader impacts.
KI
King
1 year ago
Totally agree, the business case covers all costs!
VA
Vallie
1 year ago
I think the business case is the best place for that.
CO
Cory
1 year ago
The pay-back analysis seems focused on financial returns, so I doubt it would capture the intangible costs effectively. I lean towards the business case.
VE
Veronika
1 year ago
I practiced a similar question, and I feel like the requirements specification document is more about what needs to be done rather than the costs involved.
DO
Dominic
1 year ago
I think the business case might be the right place to reflect those intangible costs since it outlines the overall justification for the project.
SU
Sue
1 year ago
I'm not entirely sure, but I remember something about the balanced scorecard being used for performance metrics. Could that include intangible costs?
GA
Galen
1 year ago
I've worked with Citrix ADC authentication before, so I think I can handle this. I'll carefully review the options and select the four correct ones.
MA
Markus
1 year ago
I'm a bit confused by the mention of "Oracle Solaris 11 Express" and "Oracle Solaris 11 Early Adopter" - are those different versions or something?