Lab: Evaluate Business Solutions and Develop Recommendations
Estimated time: 30 minutes
Learning objectives
After completing this lab, you will be able to:
- Apply BABOK principles to evaluate a given solution
- Develop recommendations based on BABOK principles
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) principle 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 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 evaluate a business solution and develop effective recommendations. By engaging with a case study, you will learn to:
- Propose solutions based on BABOK: Apply BABOK principles to evaluate the features of the proposed solution, ensuring they align with business needs and improve business outcomes.
- Strengthen problem-solving skills: Develop a systematic approach to proposing and validating practical solutions tailored to the organization's goals.
In the lab, Analyze Business Needs and Gaps in a Business Solution, you
- Understood the BABOK principles
- Applied BABOK principles to identify business needs and gaps in operations
- Documented the requirements for the CRM system
In this lab, you will evaluate the proposed solution, execute a cost-benefit analysis, and develop recommendations.
Let's begin!
Scenario overview (Refresher)
RetailCo, a mid-sized retail company, is experiencing declining 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:
- 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 to evaluate the proposed solution and develop recommendations for improving it.
Template to use
If you're using Microsoft Word, download Template - Evaluate Business Solution and Develop Recommendations.docx. Right-click the link to open the word document in a new tab and download the template. 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: Evaluate the proposed solution
Step 1: Using BABOK principles, evaluate if the solution is fit for purpose by determining whether it meets the defined business needs.
Hint
Compare the proposed features with the identified needs.Example:
| Proposed CRM features | Alignment with business needs |
|---|---|
| Analytics dashboard | Helps understand customer behavior |
Step 2: Conduct a cost-benefit analysis to evaluate whether the benefits of implementing the CRM system outweigh the associated costs.
Hint
Outline potential costs and expected benefits based on increased sales and customer satisfaction.Example:
| Costs | Benefits |
|---|---|
| CRM software license | Improved sales through better targeting and engagement |
Step 3: Ensure all stakeholders are included in the evaluation process and take their perspectives into account.
Hint
Think about how to gather feedback from different groups.Example:
| Steps to ensure stakeholder considerations | Actions taken |
|---|---|
| Conduct surveys and focus groups with customers | Gather feedback on their needs |
Task 2: Develop recommendations
Step 1: Based on your evaluation, suggest additional features to enhance customer experience in the proposed CRM solution.
Example:
| Standard additional features | Description |
|---|---|
| Customer feedback loop | Implement a mechanism for customers to provide feedback directly through the CRM |
Step 2: Suggest how the organization should implement changes.
Example:
| Implementation changes | Suggestions |
|---|---|
| Phased rollout | Implement the CRM in stages to allow for adjustments based on initial feedback |
Step 3: Suggest metrics to evaluate the success of implementing CRM.
Example:
| Metrics to measure success | Description |
|---|---|
| Net Promoter Score (NPS) | Measure customer loyalty and likelihood of recommending RetailCo |
Summary
Congratulations on completing the hands-on lab, “Evaluate Business Solution and Develop Recommendations.” In this lab, you evaluated the proposed solution, executed a cost-benefit analysis, and developed recommendations for a given solution.
Here is an exemplar in the PDF format. Right-click the link to open the PDF in a new tab. You can refer it to analyze the business needs and identify gaps in a business solution. Please remember that the exemplar is just a point of view and not a definitive solution.
In the Quantify and Validate the Given Solution lab, you will identify potential risks associated with your recommendations and validate your solution.