Of Capability In Business Analysis CCBA · Free Practice Question Medium
Question 28
A business analyst (BA) is analyzing the potential value of a proposed process improvement initiative. The initiative aims to reduce customer support call volume by 20% through the implementation of a new self-service knowledge base. Which of the following would be considered an intangible benefit of this initiative?
- A Increased customer satisfaction due to faster and more convenient access to information.
- B Improved employee morale due to a decrease in repetitive and time-consuming tasks.
- C Reduced cost per customer support call due to increased self-service resolution.
- D Increased revenue due to improved customer retention and loyalty.
Reveal correct answer
Correct answer: B
Explanation
Improved employee morale is an intangible benefit because it is not directly quantifiable in monetary terms. While it can indirectly contribute to financial gains through increased productivity and reduced turnover, its primary value lies in its positive impact on the workforce.Discussion
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