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Exam CCBA Topic 3 Question 286 Discussion

Actual exam question for IIBA's CCBA exam
Question #: 286
Topic #: 3
As a business analyst, you should work to identify opportunities to improve the operations of your organization. Which one of the following improvement opportunities aims to improve the experience of the customer?

Suggested Answer: D Vote an answer

Explanation
According to the BABOK® Guide, one of the goals of business analysis is to enable successful change that delivers value for stakeholders. Value can be defined as the worth, importance, or usefulness of something to a stakeholder within a context1. One of the ways to deliver value is to improve the experience of the customer, which is the external stakeholder who consumes or benefits from the products or services provided by the enterprise2. Improving the purchasing process is an example of an improvement opportunity that aims to enhance the customer experience, as it can make it easier, faster, or more convenient for the customer to buy the products or services they need or want3. References: 1: BABOK® Guide, version 3, section 1.2, page 52:
BABOK® Guide, version 3, section 2.2.2, page 163: BABOK® Guide, version 3, section 6.1.4, page 184.

by Mike at Jan 08, 2026, 05:14 PM

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