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Barry Harvey

Better Software Conference West Caesars Palace

Las Vegas, Nevada June 10, 2015

 

BUSINESS  ANALYSIS:  FROM  INTERVIEWS  THROUGH  IMPLEMENTATION  

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Culture

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Trust

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Concerns

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15 Words…

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Process Centric Approach  

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Charter a Project

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Define the Product

Product  DefiniAon This  is  a  legisla1vely  mandated  project  to  implement  a  unified  help  desk  and  advising  support  pla@orm  to  provide  support  to  all  consumers  of  FLVC  services.  This  will  include  transi1oning  the  exis1ng  separate  call  tracking  systems  currently  in  use  by  the  FLVC  Tallahassee,  Gainesville,  and  Tampa  offices  into  a  single,  consolidated  CRM  system.  This  CRM  will  be  the  primary  tool  for  all  staff  across  the  organiza1on  who  provide  support  to  customers  and  will  need  to: •  allow  staff  to  provide  support  via  email,  phone,  chat,  text,  and  social  media; •  facilitate  personalized  support  and  personal  history  reten1on,  so  customers  do  not  

have  to  start  a  new  rela1onship  with  every  inquiry; •  conduct  rich  data  mining  and  metrics-­‐based  analysis  of  services;  and •  be  customizable  to  allow  for  hand  off  of  support  to  local  ins1tu1ons  where  

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Risk Management

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Risk Assessment  

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Risks & Countermeasures

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Data Driven Decisions

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Research

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Research

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…and MORE Research

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Consult with Experts

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Evaluate the Market Space

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Everyone Needs Something

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Needs Assessment

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Raw Data

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Requirements Definition 23

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It’s Showtime!

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Evaluation Criteria

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Vendor Demo Survey

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Meets Our Needs

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Oracle  RightNow  Cloud  Service  CRM   Salesforce  CRM   Microso\  Dynamics  CRM  

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My Top Choice

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Oracle  RightNow  Cloud  Service  CRM  

Salesforce  CRM   Microso\  Dynamics  CRM   Did  not  respond  

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Recommendation

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Time for Testing

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Requirements Testing 31

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User Stories

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System Testing

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Test Results

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User Feedback

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Capturing Feedback

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Feedback Categories

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Feedback Levels

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Expectations Management 39

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Project Closeout

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Questions?

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Barry B. Harvey – bharvey@flvc.org – 850-922-3284

1753 W. Paul Dirac Drive Tallahassee, Florida

www.flvc.org