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Problem AnalysisProblem Analysis

The goal of problem analysis is to gain a better understanding of the problem being solved before development begins1. Gain agreement on the problem definition2. Understand the root causes – the

problem behind the problem3. Identify the stakeholders and the users4. Define the system boundary5. Identify the constraints to be imposed on

the solution

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1. Gain Agreement on the 1. Gain Agreement on the Problem DefinitionProblem Definition

Write down the problem and see if everyone agreesHave the customer describe the benefits

Seems simple but this step can cause much discussion and emotion

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Problem Statement FormatProblem Statement Format

Element Description

The problem of Describe the problem

affects Identify stakeholders affected by the problem

the result of which Describe the impact of this problem on stakeholders and business activity

benefits of Indicate the proposed solution and list a few key benefits

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2. Understand Root Causes2. Understand Root Causes

Gain understanding of real problem and real causes

“Root cause” analysis Total Quality Management techniques Ask people directly involved what the

problems are!

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Fishbone DiagramFishbone Diagram

Too much scrap

Inaccu

rate

sale

s ord

ers

Dam

aged in

ship

ment

Custo

mer re

turn

s

Fini

shed

goo

ds

Obs

oles

cenc

e

Man

ufac

turing

def

ects

Oth

er

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Addressing the root causeAddressing the root cause Quality data demonstrates that many root

causes are simply not worth fixing

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101520253035404550

Inaccuratesales orders

Obsolescence

Contributions

Pareto chart of root causes

Percentage

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Sales order problem Sales order problem statementstatement

Element Description

The problem of Inaccuracies in sales orders

affects Sales order personnel, customers, manufacturing, shipping, and customer service

the result of which Is increased scrap, excessive handling costs, customer dissatisfaction, and decreased profitability

benefits of A new system to address the problem include;Increased accuracy of sales orders at point of entryImproved reporting of sales data to managementHigher profitability

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3. Identify the Stakeholders 3. Identify the Stakeholders and the Usersand the Users

Stakeholder; anyone who could be materially affected by the implementation of a new system or application

Many stakeholders are users Others are indirect users

Affected by the business outcomes that the system influences

Non-user stakeholder needs must also be identified and addressed

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Questions Questions

Who are the users of the system? Who is the customer (economic buyer) for

the system? Who else will be affected by the outputs

that the system produces? Who will evaluate and bless the system

when it is delivered? Who will maintain the system?

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Users and stakeholders of Users and stakeholders of new systemnew system

Users Other stakeholders

Sales and order entry clerks

MIS director and development team

Sales order supervisor Chief financial officer

Production control Production manager

Billing clerk

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4. Define the solution 4. Define the solution system boundarysystem boundary

Boundary defines the border between the solution and the real world that surrounds the solution

inputs

system

outputs

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System boundarySystem boundary

World divided into two partsOur systemThings that interact with our system

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ActorsActors

Someone or something, outside the system, that interacts with the system

I/O

users

Our solution

Othersystems

I/O

Systemboundary

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Finding actorsFinding actors

Who will supply, use, or remove information from the system?

Who will operate the system? Who will perform any system

maintenance? Where will the system be used? Where does the system get its

information?

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System PerspectiveSystem Perspective

SalesOrderclerk

Billingclerk

Shippingclerk

Productionforeman

New salesOrder entry

LegacySystemWithPricingdata

Systemboundary

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5. Identify the constraints to 5. Identify the constraints to be imposed on the solutionbe imposed on the solution

Constraints are restrictions on the degrees of freedom we have in providing a solution

Various sources of constraintsScheduleROIBudget for labor and equipmentEnvironmental issuesOperating systems and databasesetc

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ConstraintsConstraints

Constraints may be given to us before we start or we may have to actively elicit them

Should understand the perspective of the constraint

Should understand when the constraint no longer applies to the solution

The less constrained the better!

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Potential system Potential system constraintsconstraints

Source Sample considerations

Economic What financial or budgetary constraints are applicable?Are there costs of goods sold or any product pricing considerations?Are there any licensing issues?

Political Are there any internal or external political issues that affect potential solutions?Interdepartmental issues?

Technical Are we restricted in the choice of technologies?Are we constrained to work with existing platforms or technologies?Are we prohibited from any new technologies?Are we to use any purchased software packages?

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Potential system Potential system constraintsconstraints

Source Sample considerations

System Is the solution to be built on our existing systems?Must we maintain compatibility with existing solutions?What operating systems and environments must be supported?

Environmental Are there environmental or regulatory constraints?Legal?Security requirements?

Schedule and resources Is the schedule defined?Are we restricted to existing resources?Can we use outside labor?Can we expand resources?

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Summary – 5 steps of Summary – 5 steps of problem analysisproblem analysis

Gain agreement on the problem definition Understand root causes Identify stakeholders and users Identify the system boundary Identify the constraints on the system

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Constraints Constraints

Purpose of the product Client, customer, other stakeholders Users of the product Requirements constraints Naming conventions and definitions Relevant facts Assumptions