KT3 - Analysing the current state

Question 1

What are the 6 investigative techniques

Answer 1

Interviews
Workshops
Observation
Scenario Analysis
Document Analysis
Questionnairs / Surveys

Question 2

Provide a brief summary of Interviews and its advantages and disadvantages

Answer 2

This is a one-on-one with a stakeholder that builds rapport and is confidential .

Disadvantages are that it can take lots of time and you only get one viewpoint

Question 3

Provide a brief summary of workshops and its advantages and disadvantages

Answer 3

A workshop is a meeting with relevant stakeholders to try and achieve a agreed objective

Advantages :
Fast
Stakeholders are involved and feel commited
Simple method for resolving issues/options
More creative solutions are produced

Disadvantages:
Hard to schedule
Group dynamics need careful managing
Hidden Agendas

Question 4

Provide a brief summary of Observation and its advantages and disadvantages

Answer 4

Formal Observation - watch specified tasks,staff are prepared,may only see hat they want you to see

Informal Observation - no staff prep,may not see all required tasks being performed

Shadowing - good for uncovering tacit knowledge

Advantages- get a good understanding of the proceses ,problems,politics etc

Disadvantages - often feels like big brother and your presence may impact the process

Question 5

Provide a brief summary of Scenario Analysis and its advantages and disadvantages

Answer 5

Tells the story of a task from trigger to outcome and it includes pre-conditions and post-conditions , alternative paths

Advantages:
Aids visualisation
Can be used to build test scenarios

Disadvantages:
Can become complex

Question 6

Provide a brief summary of Document analysis and its advantages and disadvantages

Answer 6

Reviewing and documenting source documentation such as forms and reports

Advantages:
Can yield good informstion on Organisation , Process, System

Disadvantages
Don’t get different viewpoints
Can get dry and tedious

Question 7

Provide a brief summary of Surveys and questionnaires and its advantages and disadvantages

Answer 7

Use for limited amounts of information from a lot of people and can be cost effective

However care needed with the design
Response rate can be low and it is not interactive

Question 8

What is a customer journey map?

Answer 8

A customer journey map should provide a basis for analysing customer experiences and evaluating touchpoints in order to identify where improvement is necessary and possible

It is from the point of view of the customer

Question 9

What is a rich picture?

Answer 9

A rich picture allows a analyst to document all of the organisational , human and cultural aspects as well as process and information flows of a business system . It helps the analyst develope a mental map of the situation