MENU
A business analyst is working on a project to implement a new call management system for a help desk. They expected the average time interval to answer a call to decrease over time, but the interval has increased instead.
Which technique should the business analyst use to investigate the problem?
Suggested Answer: B
Get Premium PMI-PBA Questions
as Interactive Web-Based Practice Test or PDF
Real Exam Format
Detailed Explanations
Instant Access
Get Your Practice Test
38 comments · newest first
SA
Sanjuana
11 months ago
Process modeling might be useful, but I’d stick with root cause.
RO
Royal
11 months ago
Wait, how did they expect it to decrease? Sounds off.
ET
Ettie
12 months ago
Observation could help too, but root cause seems more direct.
LA
Layla
12 months ago
Definitely agree, need to find out what's causing the delays.
JE
Jerlene
1 year ago
I think root cause analysis is the way to go here.
EV
Evangelina
1 year ago
Process modeling seems relevant too, but I wonder if it would be more useful after identifying the issues rather than as the first step.
AJ
Aja
1 year ago
I feel like interviews could provide some insights, but I'm not convinced they would get to the root of the problem as effectively as root cause analysis.
MA
Marisha
1 year ago
I'm not entirely sure, but I remember something about using observation to see how the staff handles calls. That could help identify any bottlenecks.
IV
Ivan
1 year ago
I think root cause analysis might be the best choice here since it focuses on identifying the underlying issues causing the increased call intervals.
FR
Frederick
1 year ago
Process modeling seems like it could be overkill for this situation. I'd start with something more straightforward like interviews or root cause analysis before jumping into a full process review.
ME
Melissa
1 year ago
Hmm, I'm a little unsure on this one. Interviews could be helpful to get input from the help desk staff on what they're experiencing, but I'm not sure if that alone would get to the root of the problem.
MA
Maryann
1 year ago
I think root cause analysis would be the best approach here. We need to really dig into what's causing the increase in call wait times and get to the bottom of the issue.
LA
Lashandra
1 year ago
Observation could be a good way to see firsthand what's happening on the call center floor and identify any bottlenecks or inefficiencies. That might give us some clues to work with.
AL
Allene
1 year ago
I'm pretty confident the answer is B. The > operator redirects the output to a file, and if that file doesn't exist, it will be created.
GE
Gerald
1 year ago
Maybe the business analyst should just start answering the calls themselves. How hard can it be, right? Just pick up the phone and say 'Hello, this is the help desk. How may I assist you today?'
RO
Rosendo
1 year ago
I wonder if the call center has considered hiring a team of carrier pigeons to deliver the calls directly to the agents. That would definitely speed things up!
BA
Barney
1 year ago
Process modeling? Really? That sounds like a lot of work just to figure out what's going wrong. I'd rather just roll up my sleeves and get to the root of the problem.
AL
Alfred
1 year ago
D: True, but in this case, we need to focus on finding the underlying cause of the increased call interval.
DI
Dion
1 year ago
C: Process modeling could still be useful to map out the current system and identify potential areas for improvement.
HA
Haydee
1 year ago
B: I agree, interviews and observation might not give us the depth of understanding we need.
MA
Martin
1 year ago
A: Root cause analysis is definitely the way to go. It's more direct and efficient.
NA
Nakisha
2 years ago
Interviews with the call center staff could give us some valuable user feedback. They're the ones dealing with this problem firsthand.
LE
Leonard
1 year ago
After the interviews, we can use root cause analysis to identify the underlying reasons for the increased call interval.
AL
Alberta
1 year ago
I agree, getting insights directly from the staff could help us understand the root cause of the issue.
RE
Rex
1 year ago
Let's start by conducting interviews with the call center staff to gather their feedback.
BR
Britt
2 years ago
Observation could be useful too. Watching the call center in action might reveal some interesting insights about the process.
EL
Elmira
1 year ago
Maybe interviews could also provide valuable information from the staff about what's causing the increase in call answer time.
ST
Staci
1 year ago
I agree, observation could help identify where the issue is coming from.
CL
Claribel
1 year ago
Observation could be useful too. Watching the call center in action might reveal some interesting insights about the process.
PI
Pilar
1 year ago
C: Observation could be useful too. Watching the call center in action might reveal some interesting insights about the process.
MA
Marsha
1 year ago
B: I agree, but we should also consider root cause analysis to dig deeper into the issue.
CO
Coletta
2 years ago
A: Let's start with interviews to gather insights from the staff.
LA
Latrice
2 years ago
Root cause analysis is definitely the way to go here. We need to dig deep and find the underlying issue causing the increased call wait times.
AL
Albert
1 year ago
User 2: Definitely, we need to get to the bottom of this issue as soon as possible.
TR
Trina
1 year ago
User 1: I agree, root cause analysis is crucial to figure out what's causing the increase in call wait times.
FR
Francine
2 years ago
I think interviews could also be useful to gather insights from the help desk staff about what might be causing the increase in call interval.
GR
Gracie
2 years ago
I agree with Hayley. Root cause analysis can help identify the underlying issues causing the increase in call interval.
HA
Hayley
2 years ago
I think the business analyst should use root cause analysis.