Lab: Analyze Business Needs and Gaps in a Business Solution
Estimated time: 30 minutes
Learning objectives
After completing this lab, you will be able to:
- Apply BABOK principles to assess and identify key business needs and gaps in a business solution
Prerequisites
You can complete your tasks using any text editor, such as Word, Google Docs, or Notepad.
If you install Microsoft Word, you can proceed directly with the instructions. However, if you don't have Microsoft Word, you can sign up for a free version of Microsoft 365 online. Follow these instructions to create your account.
You can also use Word Online with a Microsoft 365 subscription or access through a free account. If you're new to Word and would like to learn how to get started, you can find helpful resources here: Getting Started with Word Online.
Introduction
The Business Analysis Body of Knowledge (BABOK) principal guides business analysts in evaluating solutions by providing a structured approach to define and validate requirements, which ensures alignment with business goals. The framework's requirements analysis and design definition (RADD) phase helps analysts understand the project scope and assess solutions against stakeholder needs. Additionally, BABOK's planning and monitoring tools support analysts in identifying core business needs and developing solutions that address those needs effectively, ultimately leading to better business outcomes.
Exercise
In this exercise, you will apply BABOK principles to assess and identify gaps in the current operations of a business solution. By engaging with a case study, you will learn to:
- Practice real-world analysis: Use BABOK's structured methodologies to analyze business needs within a realistic scenario.
- Identify key business needs: Examine sales data and customer feedback to pinpoint underlying issues affecting customer satisfaction and sales.
Let's begin!
Scenario overview
RetailCo, a mid-sized retail company, is experiencing a decline in sales and growing customer dissatisfaction. To address these issues, the company has decided to implement a new customer relationship management (CRM) system. This CRM is designed to enhance customer experience and boost sales through data-driven insights and personalized interactions. Management has outlined key features for the CRM to help achieve these goals.
Key information provided:
- Current sales data: Sales have decreased by 20% over the last year.
- Customer feedback: Surveys show customers feel unvalued, and many report that their inquiries are not addressed promptly.
Proposed CRM features:
- Customer data analytics dashboard: To provide actionable insights into customer behavior and preferences.
- Automated follow-up emails: To ensure timely and personalized communication with customers.
- Integration with social media platforms: To allow RetailCo to engage customers on social media channels.
- 24/7 customer support chatbots: To offer round-the-clock support, enhancing the responsiveness of customer service.
Let's follow the steps below.
Template to use
If you are using Microsoft Word, right-click the link and download Template_Analyze business needs and gaps in a business solution.docx. You can use the template to perform the tasks outlined in the lab.
If you're using any other word-processing software, you can download the PDF format. Right-click the link to open the PDF in a new tab.
Task 1: Understand the BABOK principles
The Business Analysis Body of Knowledge (BABOK) defines essential knowledge areas for effective business analysis, including:
- Business analysis planning and monitoring
- Elicitation and collaboration
- Requirements life cycle management
- Strategy analysis
- Requirements analysis and design definition
- Solution evaluation
Become familiar with these areas and apply them to assess and evaluate the CRM solution.
Example:
| Key knowledge areas | Application |
|---|---|
| Business analysis planning and monitoring | Establishes an approach to ensure that analysis activities align with the business objectives. |
Task 2: Analyze the case study
Step 1: Identify the key stakeholders in this scenario and document their interests or concerns.
Hint
Key stakeholders:
- Management
- Customers
- Employees
Example:
| Key stakeholders | Interests/Concerns |
|---|---|
| Management | Increased sales, customer retention, and cost-effective solutions |
Step 2: Define the business needs by identifying the core issues the company is experiencing and documenting any operational gaps or inefficiencies in current processes.
Example: Core issues
| Core issue | Description |
|---|---|
| Declining sales | 20% decrease in sales over the past year |
Example: Gaps in current operations
| Gaps in current operations |
|---|
| Lack of effective customer engagement and communication |
Step 3: Document the requirements needed for the CRM system to effectively address the identified business needs.
Example:
| Expected requirements | Business need addressed |
|---|---|
| Customer data analytics dashboard | To provide insights into customer behavior and preferences |
Summary
Congratulations on completing the hands-on lab, “Analyze Business Needs and Gaps in a Business Solution.” In this lab, you explored how to apply BABOK principles to assess and identify gaps in a business solution's current operations and document these requirements to effectively address the identified business needs.
Here is an exemplar you can refer to analyze the business needs and identify gaps in a business solution. Right-click the link and open it in a new tab to download the file. Please remember that the exemplar is just a point of view and not a definitive solution.
In the Evaluate Business Solution and Develop Recommendations lab, you will evaluate the proposed solution, execute a cost benefit analysis and develop recommendations.