B. Capability model

A capability model would be the most appropriate tool to help Universal Containers (UC) understand the existing functionality of their reporting tools, including CRM Analytics. Here's why:

1. Functionality Mapping: A capability model helps in mapping out the various functionalities and capabilities of an organization, including its tools and systems. This includes understanding what each tool is capable of in terms of reporting and analytics.

2. Identifying Gaps: By comparing the capabilities of each reporting tool within the organization, UC can identify gaps where certain functionalities might be missing or insufficient in one tool compared to another. This helps pinpoint areas that need improvement or consolidation.

3. Overlaps: The capability model also allows UC to recognize overlaps in functionality between different tools. When multiple tools provide similar functions, it can lead to redundancy and inefficiency. Identifying these overlaps can inform decisions about tool rationalization.

4. Holistic View: It provides a holistic view of the organization's reporting landscape, making it easier to understand how each tool fits into the larger picture of data analysis and reporting.

While process maps (option A) and value stream maps (option C) are valuable tools for understanding processes and flows, they may not be as directly applicable to evaluating the functionality of reporting tools. A capability model is specifically designed for assessing the capabilities and functionalities of various tools and systems within an organization....