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2511ICT/7103ICT
Business Analysis
Workshop
Elicitation and Collaboration
Readings: BABOK Chapter 4
Remember Elicitation Techniques: Document Analysis…
What docs are relevant in your case?
Careful about the age, relevance, actual use of the documents – e.g. hospital, gov’t, news
etc. Documents regularly change – make sure to use the current ones!
Also remember Elicitation Techniques (cont.) : Interview…
For the case study: interviewing doctors, nurses, managers …
Also remember – Some Interview Advice…
Practise asking questions. Avoid taking answers at face value. Be
open minded, Look for contradictions, etc. (see triangulation), Look
for evasions – some requirements may not be discussed because of
political implications. Observation may be needed.
Give stakeholders a starting point for discussion. Ask:
 Who, what, when, where, why, how?
 What happened before?
 What happened next?
Activity:
You ask – “What is the response speed of the system?”
Nurse answers – “It’s kind of Ok…”
You ask – [What, and why would you ask that?]
…
You ask – “How hard is it to find a specific patient details”?
Nurse answers – “Every time I try to find a patient’s details using the name
I get several matches.”
You ask – [What, and why would you ask that?]
Remember Elicitation Techniques : Observation
Activity:
Who would you observe – and what kind of observation would you employ in
the case of the Patient ID system? WHY?
Remember Elicitation Techniques : Survey / Questionnaire
Activity:
– Who would you survey and why?
– What dangers are there in using a survey for the specific case?
– Give an example of concrete questions asked in the survey
Remember: Confirmation with Triangulation…
synthesising multiple sources of information on the same problem
Interviews, etc provide
stakeholders’ perspectives
Observations provide analyst’s
perspective
Documentation provides ‘public’
official perspective
Other techniques – surveys,
prototyping, etc. provide other
perspectives.
Interviews,
focus groups,
etc.
Stated ‘ideal’
needs
Observation
Observed
‘actual’ needs
The business
problem
Consensus /
‘official’ needs
Documentation
Activity:
Give example of two sources you would use for elicitation in the case of
the Patient Identification System
Interviews, etc provide
stakeholders’ perspectives
Observations provide analyst’s
perspective
Documentation provides ‘public’
official perspective
Other techniques – surveys,
prototyping, etc. provide other
perspectives.
Interviews,
focus groups,
– WHO?
Stated ‘ideal’
needs
Observation –
WHO(se)?
Observed
‘actual’ needs
The business
problem
Consensus /
‘official’ needs
Documentation
– WHAT?
Stakeholders have different concerns and viewpoints !
Achieving a common understanding is not a trivial task!
What models, what language, what level of detail?
How do viewpoints and concerns vary for your stakeholders and W HY?
What do you plan to do about it?

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