Team Skill 1 Analyzing the Problem The 5 Steps in Problem Analysis (5) 1

Team Skill 1 Analyzing the Problem

The 5 Steps in Problem Analysis (5)

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Analyzing the Problem

•What should be the results of analysis?▫Understand the users’ needs ▫Understand problems▫Define the users/actors

•How will we meet these needs?▫Develop a clear understanding of critical

issues that could be road blocks

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Copyright Leffingwell, Widrig, & SIS Faculty

Analyzing the Problem• What are problems in reference to analysis

▫ A problem is the difference between what’s perceived and what’s desired

▫ Perceptions of how things work and what is possible are not always reality

▫ Some customer needs may not be realistic

• Problem Analysis is doing the following for user needs▫ Eliciting▫ Understanding▫ Documenting ▫ Validating ▫ Proposing a solution??

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• 5 steps of problem analysis

1. Gain agreement on problem definition2. Understand root causes3. Identify users & stakeholders4. Define solution system boundary5. Identify constraints on solution

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•Gaining agreement▫First

Use company accepted format Denote a targeted release date –

priority/Urgency▫Second

Document the problem Seek agreement

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•Table 5-1 (Problem Statement Format)

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Element Description

The problem of … Describe the problem

Affects … Identify stakeholders affected by the problem

And results in … Describe the impact of this problem on stakeholders and business activity

Benefits of a solution …

Indicate the proposed solution and list a few key benefits.

Analyzing the Problem•Table 5-2 (Sales order Problem

Statement)

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Element Description

The problem of … Inaccuracies in sales orders.

Affects … Sales order personnel, customers, manufacturing, shipping, and customer service.

And results in … Increased scrap, excessive handling costs, customer dissatisfaction, and decreased profitability.

Benefits of a solution …

That creates a new system to address the problem include:• Increased accuracy of sales orders at point of entry• Improved reporting of sales data to management• Ultimately, higher profitability

Analyzing the Problem•Understanding root causes

▫Problems often have underlying causes that usually take further analysis to discover Use a Tool to help!

•Example▫Our product is not profitable▫Why

Poor marketing? Bad pricing? Poor customer retention? Combination?

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•In Total Quality Management (TQM), One way is “root cause” is determined is …

•Fishbone diagram▫Start with the problem, on a horizontal line▫Look for causes of the problem▫Then look for causes of the causes; repeat

•Could do this is other formats like distinction analysis, deviation analysis, …

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Analyzing the Problem•Figure 5-1 (Fishbone Diagram)

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•Root causes’ impacts can vary

•Determine which ones to fix▫Pareto (bar) chart -depict relative impact

•Can also use other formats▫Rank

Risk & Priority Impact & Effort Failure Mode Effect Analysis (FMEA)

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Analyzing the Problem•Figure 5-2 (Pareto Chart of Root Causes)

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Analyzing the Problem•Figure 5-3

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•Did you get a distinctive answer?

•You can do another analysis to determine what is causing the issues you have identified

•Repeat the fishbone process

•Gives you a better identification of what exactly is causing the problem

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•Identifying stakeholders & users•Stakeholder

▫Who, if anyone is affected by a system?▫Users are a subset of stakeholders

•These are not always obvious▫Can be internal

managers

▫Can be external customers, regulatory agencies, etc.

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Analyzing the Problem•How to identify stakeholders

1. Who are the users of the system?2. Who is the customer?3. Who else will be affected by outputs?4. Who will evaluate & approve the system?5. Are there other external or internal users?6. Who will maintain the system?7. Is there anyone who cares? legal/regulatory, etc.

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Analyzing the Problem•Table 5-3 (Users and Stakeholders)

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Users Other Stakeholders

Sales order entry clerks MIS Director

Sales order supervisor Chief Financial Officer

Production control Production Manager

Billing clerk


•Figure 5-5 (System Boundary)

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•Determining the system boundaries can be difficult▫What pieces are included within our system▫Interfaces with external systems

Can be very difficult to design but can be worth it Interfaces are needed E.g. – credit card processing, shipping

manifesting Why are interfaces so important?

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•Some questions to help discover actors▫Who will supply, 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 gets its

information?▫What other external systems will interact

with the system?

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Analyzing the Problem•Figure 5-6 (System Perspective)

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•Identify constraints on system▫Are a restriction on the degree of freedom we

have in providing a solution ▫Non-functional requirements usually impose

major restrictions on the system▫Which can be

Human resources Technological Policy/legal/regulatory Performance etc.

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• Constraints Example (More on page 38)▫Economics

What financial or budgetary constraints apply? Are there costs of goods sold or any product pricing

considerations?

▫Technology Are we restricted in our choice of technologies? Are we prohibited from using any new technologies? Are we expected to use any purchased software

packages?

▫Systems Is the solution to be built on our existing systems? Must we maintain compatibility with existing solutions?

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Team Skill 1 Analyzing the Problem The 5 Steps in Problem Analysis (5) 1