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

2. 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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3. 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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4. Analyzing the Problem 5 steps of problem analysis
Gain agreement on problem definition
Understand root causes
Identify users & stakeholders
Define solution system boundary
Identify constraints on solution
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5. Analyzing the Problem Gaining agreement First Second
Use company accepted format
Denote a targeted release date – priority/Urgency
Second
Document the problem
Seek agreement
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6. Analyzing the Problem Table 5-1 (Problem Statement Format) 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.
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7. Analyzing the Problem Table 5-2 (Sales order Problem Statement)
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
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8. Analyzing the Problem Understanding root causes Example
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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9. Analyzing the Problem
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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10. Analyzing the Problem Figure 5-1 (Fishbone Diagram)
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11. Analyzing the Problem 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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12. Analyzing the Problem Figure 5-2 (Pareto Chart of Root Causes)
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13. Analyzing the Problem Figure 5-3
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14. Analyzing the Problem 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
If you don’t get to the root cause you won’t solve the real problem.
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15. Analyzing the Problem 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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16. 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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17. Analyzing the Problem Table 5-3 (Users and Stakeholders) Users
Other Stakeholders
Sales order entry clerks
MIS Director
Sales order supervisor
Chief Financial Officer
Production control
Production Manager
Billing clerk
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18. Analyzing the Problem Figure 5-5 (System Boundary)
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19. Analyzing the Problem
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?
Allows you to include functionality in your system that might be to difficult, time consuming, lack of expertise to do it yourself.
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20. Analyzing the Problem 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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21. Analyzing the Problem Figure 5-6 (System Perspective)
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22. Analyzing the Problem 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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23. Analyzing the Problem 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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