PMI Exam PMI-PBA Topic 9 Question 84 Discussion

Actual exam question for PMI's PMI-PBA exam

Question #: 84
Topic #: 9

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?

AInterviews

BRoot cause analysis

CObservation

DProcess modeling

Show Suggested Answer

Suggested Answer: B

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

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Gerald

27 days 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

27 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

29 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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Martin

8 days ago

A: Root cause analysis is definitely the way to go. It's more direct and efficient.

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Nakisha

1 months 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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Leonard

8 days ago

After the interviews, we can use root cause analysis to identify the underlying reasons for the increased call interval.

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Alberta

13 days ago

I agree, getting insights directly from the staff could help us understand the root cause of the issue.

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Rex

25 days ago

Let's start by conducting interviews with the call center staff to gather their feedback.

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Britt

2 months ago

Observation could be useful too. Watching the call center in action might reveal some interesting insights about the process.

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Elmira

4 days ago

Maybe interviews could also provide valuable information from the staff about what's causing the increase in call answer time.

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Staci

9 days ago

I agree, observation could help identify where the issue is coming from.

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Claribel

16 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

1 months 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

1 months ago

B: I agree, but we should also consider root cause analysis to dig deeper into the issue.

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Coletta

1 months ago

A: Let's start with interviews to gather insights from the staff.

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Latrice

2 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

1 months ago

User 2: Definitely, we need to get to the bottom of this issue as soon as possible.

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Trina

1 months 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

2 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

2 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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