Introduction to Business Systems Analysis
Student Study Guide
Section Two Analysis
Section Overview
1. List of Objectives

Conducting a system investigation
The purpose of the system investigation is to understand the existing system and,
based on that understanding, prepare the requirements for the system. Generally
the systems analyst will begin by gathering data, and then analyzing collected
data. There is no standard procedure for gathering data because each system is
unique. But there are certain techniques that are commonly used: written
materials, interviews, questionnaires, observation, and measuring.

Determining systems requirements
This is the beginning sub-phase of analysis. Techniques used in requirements
determination have evolved over time to be more structured and, as we will see in
this section, current methods increasingly rely on the computer for support. We
will first study the more traditional requirements determination methods and
progress to more current methods for collecting system requirements.

Traditional and Modern methods for determining system requirements
Traditional requirements determination methods include interviewing, using
questionnaires, observing users in their work environment, and collecting
procedures and other written documents.
Modern requirements determination methods are led by the Joint Application
Design (JAD) technique. Other new methods are based upon group support
systems, computer-aided systems engineering (CASE) tools and prototyping.

Radical methods for determining system requirements
In some organizations, management is looking for new ways to perform current
tasks. These new ways may be radically different from how things are done now,
but the payoffs may be enormous; fewer people may be needed to do the same
work, relationships with customers may improve dramatically, and processes may
become much more efficient and effective, all of which can result in increased
profits. The overall process by which current methods are replaced with radically
new methods is generally referred to as business process reengineering or BPR.

Systems analysis
Systems analysis is performed to ascertain what must be done in order to carry out
the functions of the system. This will involve a decomposition of the functions of
the system into their logical constituents and the production of a logical model of
the processes and of the data flows necessary to perform these.

Flowcharting
After investigation the systems analyst may have collected an unwieldy batch of
interview notes, details of observations, questionnaire responses and sundry
documents. Much of this information is unorganized and must be further
developed. A traditional tool of systems analysis for developing, organizing and
formalizing information within a system is the manual systems (document)
flowchart.

Data Flow Diagrams (DFDs)
If the whole procedure of processing data to produce information is to be
computerized, data flow must be fully identified. Data flow diagrams assist in
building a logical model of the system independent of physical commitments.
They show the various flows of data between the processes that transform it.
2. Chapter Summary
The beginning of the analysis stage can be an unsettling time for a systems
analyst. Typically, he or she has just completed a whirlwind of activity,
convincing management and the end-user organization that it really is feasible to
go forward with the project. The analyst has, in a sense, made a promise. Now to
deliver on that promise, the analyst must plunge into the user area to understand it
well to be able to plan an appropriate solution.
This is a very big and very important chapter. It forms the heart of classical
analysis and also contains new and accepted tools such as data flow diagrams.
The concepts in the section are difficult, and you may be somewhat handicapped
because you may not have an opportunity for any true data gathering. In other
words, the learning process is based on theory and discussion, as opposed to
“hands on” experience. Some of these experiences may be simulated by using
software to set up a group systems development project.
3. Short Essay Questions
1.1 Which of the five data gathering techniques would you most likely use in each
of these situations? Explain why.
a. Something is wrong in the accounts receivable department but you are not
sure what or why. There are two business managers and seven clerical
employees, and they seem cooperative.
b. A business manager in a college registration office thinks employees
spend too much time away from their desks in unproductive tasks and
would like some data on just how much time is actually spent at their
desks.
c. In order to increase time usage of the company’s 46 sales representatives,
the head manager first wants a breakdown of the activities they spend their
time on.
Answer: a. Since you do not have any information, there is no basis on which to
construct a questionnaire and written records would not tell the whole story.
There are only two managers; they should both be interviewed. If necessary, other
among the seven could be interviewed.
b. Since employees are unlikely to fill in questionnaires about unproductive tasks
in an accurate way, nor even want to discuss it, observation is the best technique
here.
c. The 46 employees could fill out a questionnaire about their daily activities, or
perhaps keep logs over a period of time.
1.2 Would it ever be appropriate to let an unstructured interview go in a
completely different direction than originally planned? Explain.
Answer: Certainly. There may be avenues about which the interviewer had no
prior knowledge.
1.3 Compare collecting information by interview and by questionnaire. Describe a
hypothetical situation in which each of these methods would be an effective
way to collect information system requirements.
Answer: Interviews provide large amounts of rich, detailed information, but they
are expensive to conduct in terms of the time they demand. Questionnaires, on the
other hand, can reach many people at once, making them relatively less costly
than interviews, but the data collected in this way will not be as rich or as
plentiful as is the case with interviews. Both techniques involve careful planning
and execution to be successful. Deciding which technique to use will be
dependent on such factors as the size and complexity of the information system
under study, the size and complexity of the organization in which the system
resides, the funding available, and the expertise and preferences of the analysts.
1.4 Describe four traditional techniques for collecting information during
analysis. When might one be better than another?
Answer: Traditional techniques for collecting requirements include interviewing
and listening, administering questionnaires, observing users, and analyzing
procedures and other documents.
Interviewing and listening involves talking with users individually or as a group
to discover their views about the current and target systems; it also involves
carefully preparing an interview outline and guide before conducting the
interview. Interviews are best done when only a few people are involved, when
you need open–ended questions or the questions vary from individual to
individual, or when a more personal method is needed.
Administering questionnaires involves designing a questionnaire and determining
who should respond to it; this method is typically used when there are too many
key users to interview individually. Questionnaires are best when many people are
involved, each person is to answer roughly the same questions, and people are
remote or do not need personal care.
Directly observing users involves watching how people work in order to uncover
information users may not be consciously aware of. Direct observation is best
when detailed or complicated procedures must be documented, when you do not
want people to know they are giving you information you need, when only a few
people are involved, and observational data are representative of all situations.
Analyzing procedures and other documents involves identifying and collecting
written procedures, forms, reports, and other relevant documents in order to better
identify data and processes that would be part of the current and target systems.
Analyzing documents is the best technique when documents are complete and
unbiased, when other forms of requirements determination are too obtrusive, and
when history must be studied and people do not have first–hand data about
history.
1.5 An interview lends itself easily to asking probing questions, or asking
different questions depending on the answers provided by the interviewee.
Although not impossible, probing and alternative questions can be handled in
a questionnaire. Discuss how you could include probing or alternative sets of
questions in a questionnaire.
Answer: One way is to ask open–ended questions to let the individual write
whatever is on their mind. In this way the questionnaire can be more probing than
if it had only closed–ended questions. Another method is to ask a multiple-choice
question or a yes/no question, and then, depending on which answer the
respondent chooses, have them branch off into a specified set of questions.
Alternatively, you might create different versions of a survey instrument, for
example, one for users and one for managers of users.
1.6 Group interviews and JADs are very powerful ways to collect system
requirements but special problems arise during group requirements collection
sessions. Summarize the special interviewing and group problems that arise in
such group sessions, and suggest ways that you, as a group interviewer or
group facilitator or group facilitator, might deal with these problems.
Answer: Some of the problems include difficulty in scheduling, enabling all
group members to participate during the meeting, some people being afraid or
not willing to speak in front of certain other people, conflicts existing among
group members, keeping the group on track during the meeting, and accurately
collecting all the information as multiple people speak at once. Some of the ways
to deal with these problems include having training in team building, group
dynamics, and managing conflict; having multiple interviewers work together;
and using a technological aid such as CASE or GSS.
1.7 Suppose you were asked to lead a JAD session. List 10 guidelines you would
follow to assist you in playing the proper role of a JAD session leader.
Answer: Suggestions for the JAD leader may include: the JAD sessions should be
off–site, the proper people should be invited to the JAD sessions, establish clear
ground rules for the sessions, set and follow a clear agenda, distribute the agenda
to all participants before the sessions, remain neutral on issues, make sure that
everyone has the opportunity to participate, encourage people to be creative and
break free of traditional ways of doing things, manage time effectively, and
follow up with meeting notes.
1.8 Figure 2-6 shows part of a guide for an interview. How might an interview
guide differ when a group interview is to be conducted?
Answer: Because the group interview might be more difficult to conduct and
more time consuming, the analyst might add to the interview guide “time
certain” events or “time stamped” agenda items. For example, if the meeting
begins at 8:00 A.M., and the manager of the users will come in to the meeting to
give a brief talk, this event might be scheduled for 8:15 A.M. until 8:30 A.M.
Other processes in the meeting will be postponed during this event. With time
stamping, the analyst writes definitive start times next to each of the agenda
items and then uses this to keep the group on track. Alternatively, the analyst
might write specific questions that should be asked of specific members of the
interview group. If several analysts are involved in the group interview, the
group could be broken into parallel sessions, each with its own agenda. Finally,
agenda activities should be allotted for discussion and interchange between the
interviewees, so that consensus and synergy can occur.
1.9 How has computing been used to support requirements determination?
Answer: Computing has been used to support requirements determination in the
form of CASE tools, group support systems, and prototyping.
1.10
How can CASE tools be used to support requirements determination?
Which type of CASE tools are appropriate for use during requirements
determination?
Answer: CASE tools can support requirements determination by supporting JAD
and prototyping with diagramming, form and report design, repository access, and
prototyping tools. The best-suited CASE tools are upper CASE tools.
1.11
What are disruptive technologies and how do they enable organization
to radically change their business processes?
Answer: Disruptive technologies enable the breaking of long-held business rules
that inhibit organizations from making radical business changes. Disruptive
technologies enable companies to apply information technology innovatively.
Consider the concept of a virtual university. Is this an acceptable application of a
disruptive technology?
1.12
Compare collecting information by interview and by questionnaire.
Describe a hypothetical situation in which each of these methods would be an
effective way to collect information system requirements.
Answer: Interviews provide large amounts of rich, detailed information, but they
are expensive to conduct in terms of the time they demand. Questionnaires, on
the other hand, can reach many people at once, making them relatively less
costly than interviews, but the data collected in this way will not be as rich or as
plentiful as is the case with interviews. Both techniques involve careful planning
and execution to be successful. Deciding which technique to use will be
dependent on such factors as the size and complexity of the information system
under study, the size and complexity of the organization in which the system
resides, the funding available, and the expertise and preferences of the analysts.
1.13
What is JAD? How is it better than traditional information-gathering
techniques? What are its weaknesses?
Answer: Joint Application Design or JAD is a structured process in which users,
managers, and analysts work together for several days in a series of intensive
meetings to specify or review system requirements. It’s better than traditional
techniques because you have all key personnel in one place at one time, saving
everyone time and resulting in high levels of system ownership as more people
have more of a role in the development process. Weaknesses include the level of
commitment necessary to make the JAD work, the high degree of required
planning, and the typical lack of computer support.
1.14
Describe how prototyping can be used during requirements
determination. How is it better or worse than traditional methods?
Answer: Prototyping can be used during requirements determination to collect
user requirements and present them in the form of a working system prototype.
Users can look at, play with, and compare the prototype to their system
requirements. Analysts can then adjust the prototype to better fit what the users
have in mind. Prototyping is better than traditional methods where system
requirements are not well understood, where few users that are stakeholders are
involved, where designs may be complex, where there have been past
communication problems, and where the necessary tools are readily available.
Prototyping may be worse than traditional methods where formal requirements
are not documented, where prototypes become idiosyncratic to the initial user,
where issues of data sharing and integration with other systems are ignored, and
where SDLC checks are bypassed.
1.15
What unique benefits does a GSS provide for group methods of requirements
determination, such as group interviews or JAD?
Answer: Group support systems provide unique benefits for group requirements
determination through allowing everyone the opportunity for equal participation
through typing instead of talking, and anonymity allows the shy and those afraid
of criticism to participate.
1.16
When conducting a business process reengineering study, what should
you look for when trying to identify business processes to change? Why?
Answer: As part of the BPR effort, key business processes should be identified. Key
business processes are the structured, measured set of activities designed to produce a
specific output for a particular customer or market. Once these key business processes
have been identified, those activities that can be radically improved should be identified.
Primary candidates include those activities that are viewed as important, changeable, or
dysfunctional. Benefits of BPR include radical improvements in speed, quality, and
customer satisfaction.
4. End of Chapter Questions
1.1 Describe systems analysis and the major activities that occur during this phase
of the systems development life cycle.
Answer: Systems analysis is the part of the systems development life cycle in
which you determine how the current information system functions and assess
what users would like to see in a new system. There are three sub–phases in
analysis: requirements determination, requirements structuring, and alternative
generation and choice.
1.2 Define each of the following terms:
a.
b.
c.
d.
Joint Application Design
Prototyping
Group Support Systems (GSS)
Requirements determination
e. requirements structuring
f. formal system
g. informal system
h. business processing reengineering
Answer: Joint Application Design is a structured process in which users,
managers, and analysts work together for several days in a series of intensive
meetings to specify or review system requirements. Prototyping is an iterative
process of systems development in which requirements are converted to a
working system that is continually revised through close work between an
analyst and users. A group support system is an information system, typically
consisting of a series of networked computers, in which specially designed
software allows group members to share files and to enhance group
communication and cooperation. Requirements determination is that phase of
analysis in which analysts gather information on what the system should do from
as many sources as possible: from users of the current system, from observing
users, and from reports, forms, and procedures. Requirements structuring is that
phase of analysis in which analysts document and organize the information they
have collected about an information system. Formal system refers to the official
way a system works as described in organizational documentation. An informal
system is the way a system actually works. Business process reengineering refers
to the overall process by which current business methods are replaced with
radically new methods.
1.3 Match following terms to the appropriate definitions.
open-ended questions
closed-ended questions
JAD session leader
scribe
key business processes
Questions in interviews and on questionnaires
that ask those answering the questions to choose
from among a set of pre-specified responses.
Trained individual who plans and leads JAD
sessions.
Person who makes detailed notes of the
happenings at a JAD session.
Responses to questions in interviews and on
questionnaires that have no pre-specified
answers.
The structured, measured set of activities
designed to produce a specific output for a
particular customer or market.
Answer: d. open–ended question b. JAD session leader
e. key business processes
a. closed–ended questions c. scribe
Multiple Choice
1.4 The first sub-phase of analysis is:
a. alternative generation and choice
b. requirements structuring
c. requirements determination
d. project identification and selection
1.5 Analysts gathering information from as many sources as possible about what the
new system should do is indicative of:
a. requirements determination
b. requirements structuring
c. alternative generation and choice
d. project identification and selection
1.6 Which of the following statements represents the impertinence characteristic of a
good systems analyst?
a. You must challenge yourself to look at the organization in new ways.
b. Every fact must fit with every other fact.
c. Assume anything is possible, and eliminate the infeasible.
d. You should question everything.
1.7 Which of the following statements represents the reframing characteristic of a good
systems analyst?
a. You must challenge yourself to look at the organization in new ways.
b. Every fact must fit with every other fact.
c. Assume anything is possible, and eliminate the feasible.
d. You should question everything.
1.8 Which of the following statements represents the impartiality characteristic of a
good systems analyst?
a. You must challenge yourself to look at the organization in new ways.
b. Your role is to find the best solution to a business problem or opportunity.
c. Assume anything is possible, and eliminate the infeasible.
d. You should question everything.
1.9 The primary deliverables from requirements determination include:
a. the information gathered during the determination process
b. transcripts of interviews
c. notes from observation and from analysis documents
d. all of the above
1.10
The purpose of requirements structuring is to:
a. enable the analysts to gather information on what the system should do from as
many sources as possible
b. enable the analysts to develop a baseline project plan quickly
c. enable the large amount of information gathered during requirements
determination to be organized
d. enable the analysts to rapidly develop a new system
1.11
a.
b.
c.
d.
Traditional methods of collecting systems requirements include:
individually interview people
survey people via questionnaire
interview groups of people
all of the above
1.12
If your analysis of several written procedures reveals a duplication of effort
in two jobs, you should:
a. indicate that one job be deleted from the new system
b. call the duplication to the attention of management as an issue to be
resolved before system design can proceed
c. justify the duplication of effort
d. restructure the task so that duplication is removed
1.13
Forms are an important for understanding a business because they:
a. indicate the correct sequencing of tasks
b. describe how particular tasks are performed
c. indicate what data flow in or out of a system and which are necessary for
the system to function
d. enable you to work backwards from the information on a report to the necessary
data
1.14
A report:
a. indicates the inputs required for the new system
b. describes how a particular job or task is performed, including data and
information that are used and created in the process of performing the job
c. indicates what data flow in or out of a system and which are necessary for
the system to function
d. enables you to work backwards from the information on a report to
the data that must have been necessary to generate them
1.15
Drawbacks of prototyping include:
a. a tendency to avoid creating formal documentation of systems
requirements which can then make the system more difficult to develop
into a fully working system
b. prototypes becoming very idiosyncratic to the initial user and difficult to
diffuse or adapt to other potential users
c. prototypes being built as stand-alone systems
d. all of the above
1.16
The search for, and implementation of, radical change in business
processes to achieve breakthrough improvements in products and services
best defines:
a. Joint Application Design
b. Rapid Application Development
c. Structured programming
d. Business process reengineering
1.17
Technologies that enable the breaking of long-held business rules that
inhibit organization from making radical business changes best defines:
a. business process reengineering
b. technology barriers
c. disruptive technologies
d. business constraints
1.18
Which of the following technologies disrupted the business rules of
your having to find out where things are?
a. distributed databases
b. expert systems
c. advanced telecommunications systems
d. automatic identification and tracking technology
1.19
a.
b.
c.
d.
Which of the following is a way that JAD can benefit from GSS?
GSS-supported JADs tend to be more time efficient than traditional JADs.
Comments are more likely to be obtained from everyone.
GSS-supported JADs tend to be less structured.
Both a and b
1.20
Which of the following is not a modern method for collecting system
requirements?
a. interviewing
b. group support systems
c. CASE tools
d. Joint Application Design
1.21
A written work procedure
a. indicates the job an analyst will need to perform on a given project
b. describes how a particular job or task is performed, including data
and information that are used and created in the process of
performing the job
c. indicates what data flow in or out of a system and which are necessary for
the system to function
d. enables you to work backwards from the information on a report to the
necessary data
1.22
The official way a system works as described in organizational
documentation is referred to as a(n):
a. formal system
b. informal system
c. official system
d. desired system
1.23
a.
b.
c.
d.
The way a system actually works is referred to as a(n):
unofficial system
informal system
actual system
formal system
1.24
Which of the following is a reason for directly observing end users?
a. The analyst gets a snapshot image of the person or task being observed.
b. Observations are not very time consuming.
c. People often do not have a completely accurate appreciation of what
they do or how they do it.
d. Employees will alter their performance if they know that they are being
observed.