TRƯỜNG CÔNG NGHỆ VÀ THIẾT KẾ

KHOA CÔNG NGHỆ THÔNG TIN KINH DOANH

Chapter 3

INVESTIGATION
TECHNIQUES

Giảng viên: ThS. Phạm Thị Thanh Tâm

Email: tamptt@ueh.edu.vn
 OBJECTIVES
 Be able to:
 Apply tools and techniques to study
background material: project initiation
document, terms of reference
 Carry out initial investigation with key
stakeholders
 Document the results of the investigation

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 2

 INVESTIGATION TECHNIQUES

• Interviews
• Observation
Qualitative • Workshops
approaches • Scenarios
• Prototyping

• Questionnaires
Quantitative • Special purpose records
approaches • Activity sampling
• Document analysis

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 3

 INVESTIGATION TECHNIQUES

• Interviews
• Observation
Qualitative • Workshops
approaches • Scenarios
• Prototyping

• Questionnaires
Quantitative • Special purpose records
approaches • Activity sampling
• Document analysis

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 4

 1. INTERVIEWS

 Objectives:
 Making an initial contact with key
stakeholders and establishing a basis for the
business analysis work;
 Building and developing rapport with different
business users and managers;
 Acquiring information about the business
situation, including any issues and problems;
 Discovering different stakeholder perspectives
and priorities.

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 5

 1. INTERVIEWS

Carry out
Prepare for Conduct
follow-up
the interview interview
actions

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 6

 Prepare for the interview

 Who is it we want to talk to?

 Why do we want to talk to each of these
people?
 What specifically do we want from each
interviewee?
 When is the best to have the interview
 When in the project to see this person?
 When in the day or week is it best see them?
 Where to hold the interview?

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 7

 Conduct interview

 Create an agenda
 Sent it to the interviewee

Questions
Introduction Close
& Answers
10% 10%
80%

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 8

 Conduct interview

Questions
Introduction Close
& Answers
10% 10%
80%

 During the introduction, we need to build

rapport, explain again why we are there and
outline what we are hoping to get from the
discussion

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 9

 Conduct interview

Questions
Introduction Close
& Answers
10% 10%
80%

 Get the real facts and figures (and dig down into difficult
areas if necessary)
 Find out areas where this stakeholder has problems, what
they are and what effects these have on them and the
organization
 Find out what are their requirements for improvement

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 10

 Close the interview

Questions
Introduction Close
& Answers
10% 10%
80%

 At the end of the interview, thank the

interviewee for their time, explain what happens
next on the project – including offering them a
copy of your notes – and make sure you can
come back for more information if necessaryS

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 11

 INTERVIEWS

Advantages Disadvantages

• Build a relationship with • Take time

the business stakeholders • Hard to compare different
• Get important information respondents
• A chance to collect • Schedule for interview
examples of documents, meeting
forms and reports
• Appreciation of political
factors that may occur;

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 12

 Interviewing Tips
 Starting off…
 Begin the interview with an innocuous topic to set people at ease
 e.g. the weather, the score in last night’s hockey game
 e.g. comment on an object on the person’s desk: “…what a beautiful
photograph! Did you take that?”

 Ask if you can record the interview

 Make sure the tape recorder is visible
 Say that they can turn it off at any time.
 Ask easy questions first
 perhaps personal information
 e.g. “How long have you worked in your present position?”

 Follow up interesting leads

 E.g. if you hear something that indicates your plan of action may be
wrong,
 e.g.,“Could we pursue what you just said a little further?”

 Ask open-ended questions towards the end

 e.g. “Is there anything else you would like to add?”

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 13

 WORKSHOPS

 Ownership
 Productivity
 Consensus
 Quality of decisions
 Overall perspective
 Speed

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 14

 WORKSHOPS

Prepare Carry out

Conduct
for the follow-up
workshop
workshop actions

Objectives?
Stakeholders?
Concerns?
Structure?
Techniques?
Venue?

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 15

 WORKSHOPS

Prepare for Carry out

Conduct
the follow-up
workshop
workshop actions

Focus on objectives
Confirm
objectives Keep on track Summarise
Participants express key points
Get buy-in
opinions & concerns Assign actions
Sponsor opens
Keep a record

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 16

 WORKSHOPS

Prepare for Carry out

Conduct
the follow-up
workshop
workshop actions

Key points
Actions specified,
assigned and understood

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 17

 WORKSHOPS

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 18

 WORKSHOPS

Advantages Disadvantages

• Gain a broad view of the • Take time

area under investigation • A forceful participant can
• Increase speed and dominate the discussion
productivity • Decisions are reversed
• Obtain buy-in and after the workshop has
acceptance for the project ended
or business initiative
• Gain a consensus view or
group agreement

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 19

 OBSERVATION

 Observation is the next approach, where the

BA looks at the work environment or
observes the people and processes in actions
Formal
observation

Protocol
Shadowing
analysis

Ethnographic
study
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 20
 OBSERVATION

Advantages Disadvantages
• Have a much better • Practicability
understanding of the • Observer Bias
problems and difficulties • Observer Effect
faced by the business
users
• Devise workable
solutions, fitted to the
working environment

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh Trang 21

 SCENARIOS
 Scenario analysis is essentially telling the story of a
task or transaction
 A scenario will trace the set of actions that are
initiated by a business event and that have to be
completed in order to achieve a successful outcome.
 Its value is that it helps a user who is uncertain
about what is needed from a new business process
or system to visualise it more clearly
 Scenarios are also useful when analysing or
redesigning business processes

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 22

 SCENARIOS

Define Identify
Identify task Identify steps
control exceptions
or interaction & sequence
conditions situations

What? How?
• Happy flows • Use case descriptions
• Unhappy flows • Use case diagrams

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 23

 SCENARIOS

Advantages Disadvantages

• Remove the opportunity • Time-consuming to

for omissions generate
• Helps the business user • Limited software tool
visualise all possible support
situations and removes
uncertainty
• Provide a basis for
developing prototypes
• Are used for preparing
acceptance test scriptsA

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 24

 PROTOTYPING

Elicit
Analyse
Requirements
Demonstrate
Validate

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 25

 PROTOTYPING

 Use Axure RP to develop Prototyping

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 26

 PROTOTYPING

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 27

 PROTOTYPING
Advantages
• Clarify any uncertainty and
confirm to the stakeholders
that we have understood
• Help the stakeholders
identify new requirements
• Demonstrate the look and
feel of the proposed system
and elicit usability
requirements
• Validate the system
requirements and identify
any errors
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh
Disadvantages
• Can spin out of control, with
endless iterations taking
place
• Users may think the system
is now complete and ready
for use
• User expectations can be
raised unnecessarily by a
prototype
28
 INVESTIGATION TECHNIQUES

• Interviews
• Observation
Qualitative • Workshops
approaches • Scenarios
• Prototyping

• Questionnaires
Quantitative • Special purpose records
approaches • Activity sampling
• Document analysis

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 29

 QUESTIONNAIRES

 Questionnaires can be useful if we need to

get a limited amount of information from a lot
of people and interviewing them all would not
be practical or costeffective.

 Questionnaires are difficult to use successfully

and they have to be designed carefully in
order to have any possibility of success.

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 30

 QUESTIONNAIRE
STRUCTURE

Questionnaire title
Heading section • Explanation
• Incentive
• Return

Classification section • Details for categorisation

Data section • Questions
• Range of answers

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 31

 SPECIAL PURPOSE
RECORDS
 This technique involves the business users in
keeping a record about a specific issue or task.

 For example, they could keep a simple five-bar-

gate record about how often they need to
transfer telephone calls; this could provide the
analyst with information about the problems with
the business process and the scale of those
problems
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 32
 ACTIVITY SAMPLING

 This is a further quantitative form of

observation and can be used when it is
necessary to know how people divide their
work time among a range of activities.

 For example, how much time is spent on

invoicing each day? How much on reconciling
payments? How much on sorting out
complaints?
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 33
 DOCUMENT ANALYSIS

 Document analysis involves reviewing samples of

documents to uncover information about an
organisation, process or system

 Ask questions about the documents!

 How is the document completed?
 Who completes the document?
 Are there any validations or controls on the
document?
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 34
 Document analysis -
Example

 Questions:
What does this data
tell you?
What would you do
with this data?

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh Trang 35

 Document the business
situation
 While the investigation of the current business
situation is going on, the analyst will need to record
the findings so as to come to understand the range
of issues and business needs
 How?
 Rich pictures
 Mind maps
 Business process models
 Spaghetti maps
 Other
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 36
 Rich pictures

 It is one of the few that provide an overview

of an entire business situation
 It does not have a fixed notation, but allows
the analyst to use any symbols or annotations
that are relevant and useful
 It can show the human characteristics of the
business situation and can reflect areas such
as the culture of the organisation

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 37

 Rich pictures

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 38

 Mind maps

 It is a useful tool for summarising a lot of

information in a simple visual form that highlights
connections between different ideas and topics.

 The business system or problem under

consideration is drawn at the centre of the
diagram with the main elements shown as the
first level of branches radiating from the central
point
03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 39
 Mind maps

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 40

 Business process models

 It is helpful to draw a business process model

or ‘swim-lane’ diagram, which shows all of
the tasks carried out in a process, the actors
responsible for carrying them out and the
flow of the process

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 41

 Spaghetti maps

 A spaghetti map is a diagrammatic technique

that is used to show the movement and
interactions of the stakeholders when
performing particular tasks and processes.
 It is called a spaghetti map because as the
movements are drawn the diagram created
resembles a plate of spaghetti, with lines
crossing back and forth without any apparent
formality or design.

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 42

 Spaghetti maps

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 43

 Fishbone diagrams

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 44

 Business needs log
 Once the key causes of a problem have been identified,
we can begin to consider how the problem may be
addressed, and this may lead to the identification of some
high-level business requirements
 key business aims to be met in any new process or
system
 high-level requirements relating to the functionality of
any IT solution
 issues to be addressed
 brand-new facilities that must be provided by the
solution

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 45

 Business needs log

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 46

 Q&A

03/11/2022 Môn học: Phân tích nghiệp vụ kinh doanh 47