Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The...
-
Upload
alison-bridges -
Category
Documents
-
view
212 -
download
0
Transcript of Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The...
![Page 1: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/1.jpg)
Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support
Stewart GreenThe University of the West of
England
![Page 2: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/2.jpg)
17th June, 2003 REBPS '03 2
Presentation Structure
Problems Deriving requirements from goals
and processes Four knowledge elicitation
techniques Summary
![Page 3: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/3.jpg)
17th June, 2003 REBPS '03 3
Problems
What is the most effective way of using business goals and processes to derive requirements for computer-based systems (CBSs) that will support the processes and thus meet the goals?
How can we elicit from business experts their knowledge of processes and goals needed to derive CBS requirements?
![Page 4: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/4.jpg)
17th June, 2003 REBPS '03 4
Deriving Requirements: Principles
In order to improve some part of a business, that part must first be understood and conceptualised
“A system which serves another cannot be defined and modelled until a definition and model of the served system are available” (Winter, Brown and Check land, EJIS, 4, 95,136-142)
![Page 5: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/5.jpg)
17th June, 2003 REBPS '03 5
Deriving Requirements: Overview Diagram
Conceptualise the current served system in terms of goals, processes and logical structure
Conceptualise the new served system in terms of goal, processes and logical structure
Derive requirements for new serving system CBSs
DERIVE REQUIREMENTS FOR NEW SERVING SYSTEM CBSs
CONCEPTUALISE CURRENT SERVED SYSTEM
Requirements fornew serving system CBSs
Conceptualisation of new served system
Conceptualisation of current served system
![Page 6: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/6.jpg)
17th June, 2003 REBPS '03 6
Deriving Requirements: Justification for Characterisation
Goals Goals define the purpose of a business
system; its most fundamental feature. Processes
Process define the mechanisms through which goals are achieved.
Logical structure Logical structure defines the organisational
structure in which the processes are enacted in terms of organisational subsystems and roles.
![Page 7: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/7.jpg)
17th June, 2003 REBPS '03 7
Knowledge Elicitation: Four Techniques
Questionnaire (explicit knowledge) Interview (explicit knowledge) Contextual Design (implicit
knowledge) Self-observation and measurement
(new knowledge).
![Page 8: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/8.jpg)
17th June, 2003 REBPS '03 8
Knowledge Elicitation: Questionnaire Generic Client Questionnaire e-mailed to client
Questions elicit client’s view of business area
Goals Processes Problems Suggested Improvements Logical structure
Client Questionnaire may be reused on new projects
A completed questionnaire should be tabulated and re-expressed in a number of different diagrams
The tables and diagrams should be validated by the client
![Page 9: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/9.jpg)
17th June, 2003 REBPS '03 9
Knowledge Elicitation: Case Study Questionnaire
Client returned the questionnaire within one week Tabulating and diagramming the questionnaire data
took 3 hours Validating the tables and diagrams with the client took 2
hours Utility:
This proved to be a fast and effective way of obtaining a detailed characterisation of the client’s perspective of the current served system
And thus for narrowing down the project to one or two problem areas (focused served system)
BUT the client was very motivated and bright (degree-level education)
![Page 10: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/10.jpg)
17th June, 2003 REBPS '03 10
Knowledge Elicitation: Interview
Subsystem Owner Questionnaire Generic reusable part Non-reusable part based on focused served system Open and closed questions
Questions intended to elicit subsystem owner's view of: Subsystem goals Focused served system (processes, structure, problems, etc.)
Many of the interview questions would need to be created for each new project
Interview data should be written up, tabulated, diagrammed and validated
Subsystem owner’s goals should be cross-referenced with client's goals
![Page 11: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/11.jpg)
17th June, 2003 REBPS '03 11
Knowledge Elicitation: Case Study Interviews Time to create customised focused served system
questions: 2 hours Time to interview: 1 hour/stakeholder Time to write up interview: 1 hour/stakeholder Time to tabulate and diagram interview data: 0.5 hours/
stakeholder Time to validate tables and diagrams: 0.25
hours/stakeholder Utility:
Interviews proved to be an effective way of eliciting subsystem owner’s goals and processes, e.g. the current user problem management process
The open questions were particularly useful for eliciting ideas for improving the focused served system
![Page 12: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/12.jpg)
17th June, 2003 REBPS '03 12
Knowledge Elicitation: Contextual Design Observe stakeholder performing served
system work Note down time each action is performed
Ask question to clarify nature of work and to elicit full range of work
Write up observation session notes Analyse session transcript
Current processes Possible, feasible, and desirable process changes Implications for requirements for computer-based
systems
![Page 13: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/13.jpg)
17th June, 2003 REBPS '03 13
Knowledge Elicitation: Case Study Contextual Design
Time for observation session: 2 hours/ stakeholder
Time to write up session: 1 hour/ stakeholder
Time to analyse session: 0.5 hours/ stakeholder
![Page 14: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/14.jpg)
17th June, 2003 REBPS '03 14
Knowledge Elicitation: Case Study Contextual Design Utility:
Observation enables the RE to ascertain the processes actually being performed
Stake holders’ answers to questions help the RE to ascertain the feasibility of possible changes
For example, I asked a Helpdesk stakeholder how feasible it would be for her to type in details of user problems if a computer-based problem management system were used on the helpdesk
She replied that she would find typing in a lot of details to be too time-consuming.
Later she indicated that pressing one or two keys per interaction might be acceptable.
Later still that typing in a user’s id might be feasible.
![Page 15: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/15.jpg)
17th June, 2003 REBPS '03 15
Knowledge Elicitation: Self-measurement
Stakeholders collect quantitative data over a given period of time about some focused served system phenomenon of interest
The RE collects this quantitative data, tabulates and summarises it
The RE analyses the quantitative data for information that may inform requirements for computer-based systems
![Page 16: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/16.jpg)
17th June, 2003 REBPS '03 16
Knowledge Elicitation; Case Study Self-measurement
Stakeholders collected information about user problems that arrived on their desk, e.g.:
Category of user-problem Source of each user problem What happened to each user problem
Data was collected by stakeholders by adding strokes to a pre-printed form
RE tabulated and summarised data: 4 hours RE drew requirements conclusions
![Page 17: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/17.jpg)
17th June, 2003 REBPS '03 17
Knowledge Elicitation: Case Study Self-measurement Utility:
The RE obtained knowledge of the order of number of long-term user problems arriving at various sites in the Help Desk in a given unit of time. This information was used to inform storage space requirements. It could have informed the degree of criticality assigned to the project.
![Page 18: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/18.jpg)
Costs and Benefits
Technique Cost Utility
Client Questionnaire
Develop 3.00 hAdminister 5.00 h
Detailed characterisation of broad served system. Identifies focused served system.
Stakeholder Interview
Develop 2.00 hAdminister 2.75 h/s
Alignment to client goals Detailed characterisation of focused served system Good at improvement identification
Stakeholder observation
Administer 3.50 h/s
Validate current processes Assess feasibility of change
Measure phenomenon
Administer 4.00 h
Obtain quantified characterisation of key served system phenomena
![Page 19: Eliciting Stakeholders’ Knowledge of Goals and Processes to derive IT Support Stewart Green The University of the West of England.](https://reader035.fdocuments.us/reader035/viewer/2022080914/56649d0c5503460f949e1102/html5/thumbnails/19.jpg)
17th June, 2003 REBPS '03 19
Summary and Conclusions
Goal-oriented approach to deriving requirements for CBSs
Four techniques for eliciting business experts’ knowledge of goals and processes
Client Questionnaire most cost-effective