Chapter 5: The Five Steps in Problem AnalysisProblem AnalysisThe Five Steps in Problem AnalysisStep 1: Gain Agreement on the Problem DefinitionExample: Sales Order Problem StatementStep 2: Understand the Root Causes (The Problem Behind the Problem)Fishbone Diagram of Root CausesPareto Chart of Root CausesUnfolding the ProblemStep 3: Identify the Stakeholders and the UsersStep 3: (Cont’d)Example: Users and Stakeholders of Sales Order Entry SystemStep 4: Define the Solution System BoundaryWhat is a system?Systems Main CharacteristicsActorsIdentifying Actors: Helpful QuestionsSystem PerspectiveStep 5: Identify the Constraints to Be Imposed on the SolutionPotential Sources of System ConstraintsPotential Sources of System ConstraintsSources of Constraints and Their Rationale for Sales Order Entry SystemKey PointsWhat’s Next?Problem Analysis for More Specific Applications1 Chapter 5: The Five Steps in Problem Analysis• The five steps in problem analysis.Team Skill 12Problem AnalysisProblem analysis is the process of understanding real-world problems and user needs and proposing solutions to meet those needs.A problem can be defined as the difference between things as perceived and things as desired. •“what is” vs. “what should be”•“what is given” vs. “what is needed”The goal of problem analysis is to gain a better understanding of the problem being solved before development begins.3The Five Steps in Problem Analysis1. Gain agreement on the problem definition.2. Understand the root causes—the problem behind the problem.3. Identify the stakeholders and the users.4. Define the solution system boundary.5. Identify the constraints to be imposed on the solution.4Step 1: Gain Agreement on the Problem Definition One of the simplest ways to gain this agreement is to simply write the problem down and see whether everyone agrees. Problem statement format:Element DescriptionThe problem of ... Describe the problemAffects ... Identify stakeholders affected by the problemAnd results in ... Describe the impact of this problem on stakeholders and business activityBenefits of a solution ...Indicate the proposed solution and list a few key benefits5Example: Sales Order Problem Statement6Step 2: Understand the Root Causes (The Problem Behind the Problem)Root cause analysis is a systematic way of uncovering the root, or underlying, cause of an identified problem or a symptom of a problem. Example: a mail-order catalogue company addresses the problem of insufficient profitability•cost of non-conformance: cost of waste produced•Too much scrap7Fishbone Diagram of Root Causes8Pareto Chart of Root Causes Quality data demonstrates that many root causes are simply not worth fixing.A replacement of the existing sales order entry system can be at least a partial solution to the problem of too much scrap.9Unfolding the Problem Problem to Solve Technique AppliedLack of Profitability Total Quality Management ↓Cost of Conformance Fishbone Diagram ↓Too much scrap Pareto Chart ↓Inaccurate sales orders New software solution10Step 3: Identify the Stakeholders and the Users Understanding the needs of the users and other stakeholders is a key factor in developing an effective solution.A stakeholder is anyone who could be materially affected by the implementation of a new system or application.11Step 3: (Cont’d)The following questions can be helpful in identifying stakeholders•Who are the users of the system?•Who is the customer (economic buyer) for the system?•Who else will be affected by the outputs the system produces?•Who will evaluate and approve the system when it is delivered and deployed?•Are there any other internal or external users of the system whose needs must be addressed?•Who will maintain the new system?•Is there anyone else who cares?12Example: Users and Stakeholders of Sales Order Entry System13Step 4: Define the Solution System BoundaryWe divide the world in two:1. Our system2. Things that interact with our systemSystem Boundary is an interface between the system and the environment or other systems14What is a system?Examples:Political systemEducational systemComputer systemLibrary system …15Systems Main CharacteristicsExists in an environment, with a boundary.Has inputs and outputs.Has interfaces for communications.May have sub-systems.Has a control mechanism,with feedback and feed-forward.16ActorsAn actor is someone or something outside the system that interacts with the system17Identifying Actors: Helpful QuestionsWho 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?What other external systems will interact with the system?These questions help to construct a system perspective.18System PerspectiveIt is a block diagram that describes the boundaries of the system, the users, and other interfaces19Step 5: Identify the Constraints to Be Imposed on the SolutionA constraint is a restriction on the degree of freedom we have in providing a solution.A variety of sources of constraints must be considered.20Potential Sources of System Constraints21Potential Sources of System Constraints22Sources of Constraints and Their Rationale for Sales Order Entry System23Key PointsProblem analysis is the process of understanding real-world problems and user's needs and proposing solutions to meet those needs.The goal of problem analysis is to gain a better understanding of the problem being solved, before development begins.To identify the root cause, or the problem behind the problem, ask the people directly involved.Identifying the actors on the system is a key step in problem analysis.24What’s Next?25Problem Analysis for More Specific ApplicationsCh 6: Business modeling, techniques for IS/IT applicationsCh 7: Systems Engineering, techniques for embedded applications ... 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