Jane is the business analyst for her organization and she is completing passive observation to identify improvement opportunities in the workflow. She notices that some of the employees perform certain customer-facing activities in a different format than the other workers. Is this a problem that can be addressed as part of an improvement opportunity?

It can be a problem as customers could become confused or frustrated because of the different approaches to the work. 

It is not a problem unless there is a drop in sales so it should be left alone. 

It can be a problem as the enterprise environmental factors always call for consistency in all processes. 

It is not a problem unless the customer complains. If Jane has not noticed the customers complaining then the process should be left along.