You are the business analyst in your organization. Management comes to you with a customer complaint that they'd like you to analyze. What's the common task associated with customer complaints or loss of revenue?
A) Stakeholder assessment of implementation
B) Issue management and identification
C) Evaluation of a business need
D) Capability assessment

Question

You are the business analyst in your organization. Management comes to you with a customer complaint that they'd like you to analyze. What's the common task associated with customer complaints or loss of revenue?
A) Stakeholder assessment of implementation  
B) Issue management and identification
C) Evaluation of a business need
D) Capability assessment

Quizplus · Accepted Answer

When there are customer complaints, loss of revenue, or new market opportunities, the best course of action is the evaluation of a business need. Answer: D is incorrect. Capability assessments are useful, but they happen after defining and evaluating the business need. Answer: B is incorrect. Issue management and identification cannot be the best answer for understanding and research customer complaints. Answer: A is incorrect. Stakeholder assessment of implementation is not a valid business analysis activity.

You Are the Business Analyst in Your Organization