Exam CBAP topic 1 question 80 discussion

Inconsistent customer-facing activities can lead to customer confusion, frustration, and even dissatisfaction. When different employees perform tasks in various ways, it can create mixed messages, unclear expectations, and uneven service quality. Standardizing processes where appropriate can improve customer experience, streamline operations, and reduce potential errors.

A. It can be a problem as customers could become confused or frustrated because of the different approaches to the work. Inconsistent processes, especially in customer-facing activities, can lead to confusion or frustration for customers. This issue can be addressed as part of an improvement opportunity to ensure consistency, efficiency, and a better customer experience. Standardizing workflows is often key to maintaining quality and avoiding potential issues, even if no immediate complaints have been made​

Consistency in customer-facing activities is essential to ensure a positive customer experience. If employees are using different formats for these activities, it may lead to confusion or frustration among customers, potentially impacting customer satisfaction and retention. Therefore, addressing this inconsistency is important as part of an improvement opportunity.

I think C. Lots of reference to consistency - BABOK v3: pg 154 - Some common examples of opportunities include: • Increase Efficiencies: automate or simplify the work people perform by re-engineering or sharing processes, changing responsibilities, or outsourcing. Automation may also increase consistency of behaviour, reducing the likelihood of different stakeholders performing the same function in distinctly different fashions.

A is correct. Different approaches to work can be confusing to customers and can be a problem for organization. Under a proactive approach, one should not wait for problem to realize and face consequences e.g., drop in sales, customer complains, etc.