The objective of a solution implemented was to increase the number of customer calls resolved per hour. When using basic statistical sampling…

The BA needs to consider metrics and key performance indicators (KPIs) when using basic statistical

sampling concepts to measure the objective of a solution implemented. Metrics and KPIs are

quantitative measures that are used to evaluate the performance, progress, and value of a solution,

process, or activity. They can help the BA to determine if the solution is meeting the expected

outcomes and benefits, and to identify any gaps, issues, or opportunities for improvement. Metrics

and KPIs can also help the BA to communicate the results and impact of the solution to the

stakeholders and the organization. Some examples of metrics and KPIs that can be used to measure

the objective of increasing the number of customer calls resolved per hour are: average call duration,

first call resolution rate, customer satisfaction score, and call resolution efficiency. Frequency and

timing, financial analysis, and benchmarking and market analysis are not the best options to consider

when using basic statistical sampling concepts, because they are either too general, too specific, or

not directly related to the objective of the solution. Reference:

CBAP / CCBA Certified Business Analysis Study Guide, 2nd Edition, Chapter 8: Solution Evaluation,

page 337

Business Analysis Body of Knowledge (BABOK) Guide, Version 3, Chapter 8: Solution Evaluation,

section 8.2: Analyze Performance Measures, page 153

Business Analysis Professional Resources, IIBA Resource Collection, Business Analysis Body of

Knowledge (BABOK) Guide

CBAP / CCBA Certified Business Analysis Study Guide, 2nd Edition, Skillsoft Book, Chapter 8: Solution

Evaluation, page 337