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Certification of Capability in Business Analysis (CCBA) · IIBA
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According to the BABOK Guide (Chapter 5: Strategy Analysis), customer complaints, loss of revenue, or similar issues typically trigger the evaluation of a business need. This process involves determining whether the problem or opportunity warrants action, defining the business need, and justifying the investment in a solution. Page 104 states: “An issue encountered in the organization, such as a customer complaint, a loss of revenue, or a new market opportunity, usually triggers the evaluation of a business need.”
According to BABOK, analyzing customer complaints or loss of revenue typically falls under the task of evaluating a business need. This involves identifying and analyzing problems or opportunities to ensure that they align with organizational goals, and determining how addressing these issues will bring value to the organization.
C. Evaluation of a business need