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PMI-PBA Exam - Topic 9 Question 47 Discussion

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 itwith 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?
A) In the business case
B) In the balanced score card chart
C) In the requirements specification document
D) In the pay-back analysis

PMI-PBA Exam - Topic 9 Question 47 Discussion

Actual exam question for PMI's PMI-PBA exam
Question #: 47
Topic #: 9
[All PMI-PBA Questions]

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?

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Suggested Answer: A

by Benedict at May 03, 2022, 03:38 PM

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Maryln
7 months ago
Definitely needs to be in the requirements spec too, don’t overlook that!
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Genevieve
7 months ago
Wait, can you really quantify those intangible costs?
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Galen
7 months ago
Not so sure, the balanced scorecard might show broader impacts.
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King
8 months ago
Totally agree, the business case covers all costs!
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Vallie
8 months ago
I think the business case is the best place for that.
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Cory
8 months 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.
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Veronika
8 months 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.
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Dominic
8 months 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.
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Sue
8 months ago
I'm not entirely sure, but I remember something about the balanced scorecard being used for performance metrics. Could that include intangible costs?
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Galen
8 months 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.
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Markus
8 months 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?
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