Chapter 8: Defining the solution (7.5%)

Question 1

describe the gap analysis process

Answer 1

1. assemble representations of existing situation
2. assemble representations of targe/desired situation
3. compare representations of existing and target situation
4. identify gaps
5. consider actions to address the gaps

Question 2

in gap analysis, what does it mean if extent of change is localised

Answer 2

change to a particular task, screen or feature

Question 3

in gap analysis, what does it mean if extent of change is extensive

Answer 3

change to a business process, product or entire business area or organisation

Question 4

Where a change is localised, the desired
state is likely to be documented using:

Answer 4

task analysis

prototype

wireframe

user story

use case description

requirements description

Question 5

artefacts used to
represent the existing situation

Answer 5

rich pictures,

mind maps

fishbone diagrams

‘as is’ business
process models.

Question 6

what artefacts are used to represent desired state for extensive change

Answer 6

TOM
BAM
‘to be’ business process models and task analyses

Question 7

what framework is used compare representations of target and existing situations

and what does it stand for

Answer 7

POPIT

People
Organisation
Processes
Information
Technology

Question 8

why is POPIT used in gap analysis

Answer 8

serves as an aide-memoire

ensures holistic view is taken (encompasses all areas where change may be required)

Question 9

possible gaps that may be identified?

Answer 9

• Organisational structure not suitable to support the target situation.
• The staff lack the skills to conduct a new task.
• The business processes do not meet the needs of the proposed operating model.
• The business processes are not supported sufficiently by technology.
• The job roles do not cover all aspects of the work.
• Information required for the target situation is not currently captured, recorded or communicated.

Question 10

what other model is useful to use at the Organisation stage of the POPIT?

list the components of this model

Answer 10

McKinsey 7S model

Strategy
Structure
Systems
Style
Staff
Skills
Shared Values (centre)

Question 11

describe the process for developing options

Answer 11

1. identify possible options
2. shortlist options (always consider ‘do nothing’
3. evaluate shortlist
4. produce business case

Question 12

3 levels of options during ‘identify possible options’ phase

Answer 12

basic (most pressing issues, asap, minimum cost)

extended (additional features, cost more, take longer)

exhaustive (comprehensive solution, most expensive + time-consuming)

Question 13

2 types of options

Answer 13

business (what proposed solution will include)

technical (how solution is implemented - technical infrastructure)

Question 14

purpose of design thinking

Answer 14

keep customer focus

(involves prototyping, divergent/convergent thinking)

Question 15

6 stages of design thinking

Answer 15

Empathise (understand customer needs)

Define

Ideate (divergent + convergent thinking processes)

Prototype

Evaluate (+ refine prototype)

Create (launch into operation)

Question 16

what does DVF stand for

Answer 16

Desirability

Viability

Feasibility