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PMI Exam PMI-PBA Topic 9 Question 84 Discussion

Actual exam question for PMI's PMI-PBA exam
Question #: 84
Topic #: 9
[All PMI-PBA Questions]

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?

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Suggested Answer: B

by Alba at Aug 05, 2024, 02:10 AM

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Gerald
23 hours 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?'
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Rosendo
2 days 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!
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Barney
3 days 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.
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Nakisha
16 days ago
Interviews with the call center staff could give us some valuable user feedback. They're the ones dealing with this problem firsthand.
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Britt
28 days ago
Observation could be useful too. Watching the call center in action might reveal some interesting insights about the process.
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Pilar
8 days ago
C: Observation could be useful too. Watching the call center in action might reveal some interesting insights about the process.
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Marsha
11 days ago
B: I agree, but we should also consider root cause analysis to dig deeper into the issue.
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Coletta
19 days ago
A: Let's start with interviews to gather insights from the staff.
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Latrice
1 months 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.
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Albert
5 days ago
User 2: Definitely, we need to get to the bottom of this issue as soon as possible.
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Trina
10 days ago
User 1: I agree, root cause analysis is crucial to figure out what's causing the increase in call wait times.
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Francine
1 months 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.
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Gracie
1 months ago
I agree with Hayley. Root cause analysis can help identify the underlying issues causing the increase in call interval.
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Hayley
2 months ago
I think the business analyst should use root cause analysis.
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