Modern Systems Analysis and Design Seventh Edition Jeffrey A. Hoffer Joey F. George Joseph S. Valacich Chapter 6 Analysis: Determine Requirements Outline • Gathering Information – – – – – Site visits Documentation review Observation Questionnaires Interviews • Analysis (Milestone 2) – – – – – – – Stmt of User Environment Problems/Causes/Effects Objectives (Measurable) Assumptions Stmt of User/System Requirements Recommendation Supporting documentation Introduction to Requirements Discovery User/System Requirement (or business requirement) • A description of the needs and desires for an information system. • May describe functions, features (attributes), and constraints. Functional Requirement • A function or feature that must be included in an IS in order to satisfy the business need and be acceptable to the users. Nonfunctional Requirement • A description of the features, characteristics, and attributes of the system as well as any constraints that may limit the boundaries of the proposed solution. An Ambiguous Requirements Statement Requirement: Create a means to transport a single individual from home to place of work. Management Interpretation IT Interpretation User Interpretation Results of Incorrect Requirements • The system may cost more than projected. • The system may be delivered later than promised. • The system may not meet the users’ expectations and that dissatisfaction may cause them not to use it. • Once in production, the costs of maintaining and enhancing the system may be excessively high. • The system may be unreliable and prone to errors and downtime. • The reputation of the IT staff on the team is tarnished because any failure, regardless of who is at fault, will be perceived as a mistake by the team. Relative Cost to Fix an Error Phase in Which Found Cost Ratio Requirements 1 Design 3-6 Coding 10 Development Testing 15-40 Acceptance Testing 30-70 Operation 40-1000 Criteria to Define System Requirements • Consistent • Complete • Feasible • Required • Accurate • Traceable • Verifiable Phase 2: Analysis A. Determine system requirements B. Structure requirements 1. Process modeling 2. Logic modeling 3. Data modeling C. Select best alternative Phase 2A: Determine System Requirements (Milestone 2) • Study and analyze the current system (gather and study facts) • Define and prioritize requirements Study and Analyze Current System • Gather info on what the system should do from as many sources as possible • Concentrate on WHAT is needed, not HOW to do it • “Don’t try to fix it unless you understand it” • Major problem: analyst not understanding user needs Study and Analyze Current System Activities 1. Learn about current system (gather facts) 2. Model current system 3. Analyze problems/opportunities (study facts) 4. Establish new system objectives Learn About Current System (Gather Facts) Gather info from: – Current info system: • A current IS may exist – External sources: • Reviewing other IS outside the organization can reveal practical ideas and techniques – Internal sources: • Single most important source of facts is the user • Existing paperwork or documents is also a good source Fact-Finding Methods • Research and site visits • Existing documentation • Observation • Questionnaires • Interviews Existing Documentation Helps to identify: • Missing information • Redundant steps • Key individuals in the organization • Special information processing circumstances • Reason why the current system is designed the way it is • Data • Rules for processing data • Organization principles by which it operates • Etc. Observation Observation • Fact-finding technique wherein the systems analyst either participates in or watches a person perform activities to learn about the system Advantages? Disadvantages? – Serves as a good method to supplement interviews – Often difficult to obtain unbiased data • People often work differently when being observed Observation Guidelines • Determine the who, what, where, when, why, and how of the observation. • Obtain permission from appropriate supervisors or managers. • Inform those who will be observed of the purpose of the observation. • Keep a low profile. • Take notes during or immediately following the observation. • Review observation notes with appropriate individuals. • Don't interrupt the individuals at work. • Don't focus heavily on trivial activities. • Don't make assumptions. Types of Questionnaires Free-Format Questionnaires • Offer the respondent greater latitude in the answer. • A question is asked, and the respondent records the answer in the space provided after the question. Fixed-Format Questionnaires • Contain questions that require selection of predefined responses from individuals. Questionnaire Types • Open-ended (free format) • Closed-ended (fixed format) – – – – Multiple choice Rating Ranking Single fact Questionnaire Development 1. Determine what facts need to be collected 2. Determine whether free- or fixed-format is best. Usually, a combination is used. 3. Write the questions. Examine them carefully. Make sure the questions don’t reflect your personal biases. 4. Test the questions on a small sample of respondents. Modify those questions that respondents had problems with. 5. Duplicate and distribute the questionnaire. Questionnaires – the Good and the Bad Advantages – – – – Can be quickly answered Cheap for gathering data from a large number of users Allow users to maintain anonymity Responses can be tabulated and analyzed quickly Disadvantages – – – – – – Number of respondents is often low No guarantee that the user will answer all the questions Inflexible – voluntary info is stifled Elimination of body cues No immediate opportunity to clarify an answer Good questionnaires are difficult to prepare The King's Companion The King called his wizard, Harry, into his chambers. "Harry, I require a companion. I want you to find one for me. She must be strong and capable, yet warm and affectionate. She must be intelligent, yet loyal and accepting of my supreme authority. She must be attractive, yet find me loveable. She must be able to entertain herself, yet be ready to cheerfully accompany me anywhere at a moments notice. She must be quick to joy, slow to anger, and must never criticize me. Oh - and Harry - I need her by tonight." Harry stared at the King. After a long pause, he started to speak. The King abruptly stood up and waved him away. "I have given you my requirements. You are a powerful wizard, I know you can find the perfect companion for me - now go." Harry slowly nodded and retired to his tower. Several hours later, while eating his supper, the King allowed himself to dream about the wonderful woman the wizard would bring to him. She would be sweet and warm, yet strong and intelligent. Surely, she would be the queen to match his magnificent kingliness. He chortled as he thought about the other kings with their chatty, stupid queens. They will most certainly envy him at next month's Monarch Golf Tournament and Banquet. Imagine the King's surprise when Harry arrived at the door with a beautiful golden retriever. Imagine Harry's frustration as he was led to the dungeon. Harry's yells can still be heard echoing in the vast corridors of the castle.... "But..... you said you wanted...." The King's Companion Moral: If you do not allow open two-way discussion about your requirements, you may be given a solution that meets your requirements, but has completely missed your needs. Interviews Interviews • Fact-finding technique whereby the systems analysts collect information from individuals through face-to-face interaction Unstructured Interviews • Conducted with only a general goal or subject in mind and with few, if any, specific questions. • The interviewer counts on the interviewee to provide a framework and direct the conversation. Structured Interviews • The interviewer has a specific set of questions to ask of the interviewee. Types of Interview Questions Open-Ended Questions • Allow the interviewee to respond in any way that seems appropriate. Closed-Ended Questions • Restrict answers to either specific choices or short, direct responses. How to Conduct an Interview 1. Select interviewees. Learn as much as you can about interviewee. 2. Make an appointment – never ‘drop by’ 3. Limit the interview to between ½ hour and 1 hour 4. Clear it with the interviewee’s supervisor 5. Conduct the interview in a private location 6. Prepare for the interview: provide an interview agenda 7. Conduct the interview: opening, body, conclusion 8. Follow-up Interview Questions • Types of Questions to Avoid – Loaded questions – Leading questions – Biased questions • Interview Question Guidelines – – – – – Use clear and concise language. Don’t include your opinion as part of the question. Avoid long or complex questions. Avoid threatening questions. Don’t use “you” when you mean a group of people. Sample Interview Guide Sample Interview Guide (concluded) Interviewing Do’s and Don’ts Do • • • • • Be courteous Listen carefully Maintain control Probe Observe mannerisms and nonverbal communication • Be patient • Keep interviewee at ease • Maintain self-control Avoid • Continuing an interview unnecessarily. • Assuming an answer is finished or leading nowhere. • Revealing verbal and nonverbal clues. • Using jargon • Revealing your personal biases. • Talking instead of listening. • Assuming anything about the topic and the interviewee. • Tape recording -- a sign of poor listening skills. Communicating With the User • Listening - “To hear is to recognize that someone is speaking, to listen is to understand what the speaker wants to communicate.” (Gildersleeve – 1978) • Guidelines for Communicating – – – – – – Approach the Session with a Positive Attitude Set the Other Person at Ease Let Them Know You Are Listening Ask Questions Don’t Assume Anything Take Notes Body Language and Proxemics Body Language • All of the nonverbal information being communicated by an individual • A form of nonverbal communications that we all use and are usually unaware of Proxemics • The relationship between people and the space around them • A factor in communications that can be controlled by the knowledgeable analyst Spatial Zones • • • • Intimate zone—closer than 1.5 feet Personal zone—from 1.5 feet to 4 feet Social zone—from 4 feet to 12 feet Public zone—beyond 12 feet Interviews – the Good and the Bad Advantages – – – – Users are actively involved SA can probe for more feedback from user SA can reword questions for each interviewee Body cues Disadvantages – Very time consuming, thus very costly – Success of the interview is dependent on the SA’s human relations skills – Interviewing may be impractical due to location of interviewees Overall Strategy for Fact Finding 1. 2. 3. 4. Learn all you can from existing documentation If appropriate, observe the system in action Conduct interviews Use questionnaires to clear up things you don’t fully understand 5. Follow-up Some Questions that Must be Answered • What are the inputs to this system? • What are the outputs of this system? • What is the business process (i.e., how is data processed)? • Who are the direct end-users? • How will the users feel about this system? • Who developed the existing system? Types of information to be discovered – – – – – – – – Problems with existing system Opportunity to meet new need Organizational direction Names of key individuals Values of organization Special information processing circumstances Reasons for current system design Rules for processing data Milestone 2 Milestone 2 Statement of User Environment • A narrative explanation of all the facts gathered from interviews, questionnaires, documentation, and so forth as they pertain to the current system (i.e. how the business processes currently occur) • Inputs/Processes/Outputs – From the stmt of user environment, identify all processes and their related inputs and outputs – Note: This is not the stmt of user requirements for the new system. This is simply a listing of how the current processing occurs; this must be understood before the new system requirements can be identified. Problems / Opportunities: Causes and Effects • Study and analyze the “current” system • Problem analysis is difficult – We often try to solve problems without analyzing them – We try to state the problem in terms of a solution • Identify the problem/opportunity/directive – Note: When complete, the problems should be ranked in order of importance. • Cause: what is the source of the problem? • Effect: what is the implication to the organization? The PIECES Problem-Solving Framework and Checklist • Use the PIECES framework to frame your investigation of the problems, opportunities, and requirements – – – – – – Performance analysis Information and data analysis Economic analysis Control and security analysis Efficiency analysis Service analysis • The checklist on the following slide, uses Wetherbe’s PIECES framework. The categories of the PIECES framework are equally suited for analyzing both manual and computerized systems and applications. The PIECES Problem-Solving Framework and Checklist PERFORMANCE Problems, Opportunities, and Directives A. B. Throughput – the amount of work performed over some period of time. Response time – the average delay between a transaction request and a response CONTROL (and Security) Problems, Opportunities, and Directives A. INFORMATION (and Data) Problems, Opportunities, and Directives A. B. C. Outputs 1. Lack of any information 2. Lack of necessary information 3. Lack of relevant information 4. Too much information – “information overload” 5. Information that is not in a useful format 6. Information that is not accurate 7. Information that is difficult to produce 8. Information is not timely to its subsequent use Inputs 1. Data is not captured 2. Data is not captured in time to be useful 3. Data is not accurately captured – contains errors 4. Data is difficult to capture 5. Data is captured redundantly – same data captured more than once 6. Too much data is captured 7. Illegal data is captured Stored data 1. Data is stored redundantly in multiple files and/or databases 2. Stored data is not accurate (may be related to #1) 3. Data is not secure to accident or vandalism 4. Data is not well organized 5. Data is not flexible – not easy to meet new information needs from stored data 6. Data is not accessible ECONOMICS Problems, Opportunities, and Directives • • • Costs are unknown Costs are untraceable to source Costs are too high B. Too little security or control 1. Input data is not adequately edited 2. Crimes are (or can be) committed against data a. Fraud b. Embezzlement 3. Ethics are breached on data or information – refers to data or information getting to unauthorized people 4. Redundantly stored data is inconsistent in different files or databases 5. Data privacy regulations or guidelines are being (or can be) violated 6. Processing errors are occurring (either by people, machines, or software) 7. Decision-making errors are occurring Too much control or security 1. Bureaucratic red tape slows the system 2. Controls inconvenience customers or employees 3. Excessive controls cause processing delays EFFICIENCY Problems, Opportunities, and Directives A. B. C. D. People, machines, or computers waste time 1. Data is redundantly input or copied 2. Data is redundantly processed 3. Information is redundantly generated People, machines, or computers waste materials and supplies Effort required for tasks is excessive Materials required for tasks is excessive SERVICE Problems, Opportunities, and Directives A. B. C. D. E. F. G. H. I. J. The system produces inaccurate results The system produces inconsistent results The system produces unreliable results The system is not easy to learn The system is not easy to use The system is awkward to use The system is inflexible to new or exceptional situations The system is inflexible to change The system is incompatible with other systems The system is not coordinated with other systems Example: Problem/Opportunity, Cause, and Effect Problem/Opportunity Cause Effect 1. Response time to bid on sporting events is excessive. We lose a lot of possible contracts. Retrieval of bidding information takes too long. Approval for bids takes too long. Potential loss: $250,000 annually 2. Difficult to calculate estimated costs for a bid. If bid is underestimated, the customer cannot be charged for excessive costs. Historical data is hard to Approximately $50,000 gather and organize. Lag per year in undercharged time of receiving current costs. costs for our resources. 3. Etc. System Objectives • Objective: a measure of success • Should be precise, measurable statements of business performance • Be careful not to state requirements as objectives • Experience is the best teacher Critical Assumptions • Identify any assumptions made about the system • Identify any assumptions about the continuance of the project • And so forth… Statement of User/System Requirements • Use information gathered and studied • Requirements – Those things that a system must do to meet the objectives and solve the problems / exploit the opportunities • Prioritize the requirements • Identify 5 parts: – Outputs, Inputs, Processes, System Performance, and Out of Scope Defining Requirements Example A good requirement is unambiguous, testable, consistent, and understandable. Requirements are usually grouped into one (or more) of the following categories: outputs, inputs, processes, and performance. Examples of each are provided below. Outputs • The system must be able to prepare an emergency Reorder ready to send to a supplier within one hour of the time the need is identified. • The reorder stock process must generate reorder forms ready to be sent to the supplier. Inputs • The system must allow new customers to be entered by sales clerks. • The manager, and only the manager, should have the ability to indicate a customer’s credit standing. • The system must be able to scan bar codes as a means of determining product price. Defining Requirements Example Cont. Processes • The system must track reorders that have been issued but have not yet arrived. • The store manager must approve all reorders before they are sent to the supplier. • A product is considered for reorder when the Stock on hand falls below the reorder point. System Performance • The Stock on hand must be accurate to within 1% for at least 99% of the products in inventory. • Inventory data must be maintained for at least 1000 different products with an average Stock on hand of at least 50 units per product. • The system must allow for a 50% growth in inventory over the next five years. • The system must be able to generate at least 50 reorders per week. • The system must hold data for at least 1000 unique inventory items. • The system must be user friendly. Outside the Scope? • Aspects of the system which are “outside” the scope of the project Recommendation • Make a recommendation to: – – – – Continue Modify Cancel Postpone • Justify your response with: – – – – TELOS/PDM? Cost estimate? Schedule estimate? And so forth… Supporting Documentation • All forms of communication must be documented, including: – – – – Copies of all questionnaires Copies of all interview agendas Copies of all existing documents gathered Copies of all communication with the user (including emails) – Summaries of all meetings with users • These documents should be provided in an Appendix to Milestone 2. Output of Phase 2A (Milestone 2) 1. 2. 3. 4. 5. 6. 7. Complete statement of user environment List of major problems/causes/effects System objectives List of critical assumptions Statement of user requirements Recommendation Supporting documentation