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Toronto CSC 340 - Lecture 8 - Stakeholder Goals

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1University of TorontoDepartment of Computer Science© Easterbrook 20041Lecture 8: Stakeholder Goals Boundaries Scoping the problem Stakeholders Identifying the problem owners Goals Identifying the success criteria Scenarios Using concrete examples to understand the problemUniversity of TorontoDepartment of Computer Science© Easterbrook 20042Where do we start? Identify the problem what is the objective of the project? the “vision” of those who are pushing for it? e.g., “Meeting scheduling is too costly right now” Scope the problem given the vision, how much do we tackle? e.g. “Build a system that schedules meetings”, …or… e.g. “Build a system that maintains people’s calendars” …or… Choose a business process ? given the problem, what is the appropriate business process for solving it? e.g. “Anyone who wants to schedule a meeting goes to the secretary, givesdetails and the secretary handles the rest”, …or… e.g. “Anyone can submit a meeting request, participants are informed and anegotiation settles meeting details” …or… Choose among alternatives ? Given a business process, what parts should be automated, and how? e.g. “Computer takes in scheduling request details, outputs a solution” …or… e.g. “Solution arrived at interactively by secretary and computer” …or…University of TorontoDepartment of Computer Science© Easterbrook 20043Requirements Elicitation Starting point Some notion that there is a “problem” that needs solving e.g. dissatisfaction with the current state of affairs e.g. a new business opportunity e.g. a potential saving of cost, time, resource usage, etc. Collect enough information to: identify the “problem”/”opportunity” Which problem needs to be solved? (identify problem Boundaries) Where is the problem? (understand the Context/Problem Domain) Whose problem is it? (identify Stakeholders) Why does it need solving? (identify the stakeholders’ Goals) How does the problem manifest itself? (collect some Scenarios) When does it need solving? (identify Development Constraints) What might prevent us solving it? (identify Feasibility and Risk) become an expert in the problem domain Learn how to find your way round a new problem area quickly Use your (initial) ignorance as an excuse to ask questions Recognise the domain expertise of the people you talk toW6HThejournalist’stechnique:What?Where?Who?Why?When?How?(Which?)University of TorontoDepartment of Computer Science© Easterbrook 20044Identifying the Problem Vague problem stated by the customer: E.g. university textbook store: Manager wants to computerize the book order forms filled out by instructors; E.g. A large insurance company: Claims manager wants to cut down the average time it takes to process aninsurance claim from 2 months to 2 weeks E.g. A telecommunications company: CIO wants to integrate the billing system with customer record systems ofseveral affiliates, so there is only one billing system... E.g. Large Government Aerospace Agency: The president wants to send a manned mission to Mars by the the year 2020 Often you only see symptoms rather than causes: E.g. “Ontario patients needing X-ray scans have to wait for months”  The long wait is the symptom, not the problem. The problem may be: Shortage of X-ray machines; Shortage of trained staff; Shortage of doctors to process the data Inefficient scheduling procedures2University of TorontoDepartment of Computer Science© Easterbrook 20045Stakeholders Stakeholder analysis: Identify all the people who must be consulted during information acquisition Example stakeholders Users concerned with the features and functionality of the new system Designers want to build a perfect system, or reuse existing code Systems analysts want to “get the requirements right” Training and user support staff want to make sure the new system is usable and manageable Business analysts want to make sure “we are doing better than the competition” Technical authors will prepare user manuals and other documentation for the new system The project manager wants to complete the project on time, within budget, with all objectives met. “The customer” Wants to get best value for money invested!University of TorontoDepartment of Computer Science© Easterbrook 20046Finding stakeholders: The Org ChartSallySales ManagerPercyProduction ManagerOscarVice-President (Ops)SarahChief ScientistDesmondHead of Product DesignRichardVice-President (R&D)PennyPresidentresponsibilityauthority Organization charts show Areas of responsibility (flows upwards) Lines of authority (delegated downwards) A useful tool for figuring out where the stakeholders areUniversity of TorontoDepartment of Computer Science© Easterbrook 20047Finding Stakeholders: Levels of authority Top managementestablishes goalsdoes long-range planningdetermines new market &product developmentsdecides on mergers &acquisitions. Middle managementsets objectivesallocates & controls resourcesdoes planningmeasures performance Lower managementsupervises day-to-dayoperationstakes corrective action whennecessary. Operational levelperforms day-to-day operationstopmanagementmiddlemanagementlowermanagementoperationalstrategictacticalsupervisoryfunctionalmarketingadmin supportfinancialservicesproductdevelopmentUniversity of TorontoDepartment of Computer Science© Easterbrook 20048Identifying Stakeholders’ Goals Approach Focus on why systems are constructed Express the ‘why’ as a set of stakeholder goals Use goal refinement to arrive at specific requirements Goal analysis document, organize and classify goals Goal evolution refine, elaborate, and operationalize goals Goal hierarchies show refinements and alternatives Advantages Reasonably intuitive Explicit declaration of goals provides sound basis for conflict resolution Disadvantages Captures a static picture - what if goals change over time? Can regress forever up (or down) the goal hierarchySource: Adapted from Anton, 1996.3University of TorontoDepartment of Computer Science© Easterbrook 20049Goal Modeling (Hard) Goals: Describe functions that must becarried out. E.g. Satisfaction


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