13. socio-organizational issues and stakeholder requirements

EXERCISE 13.6 [extra - not in book]

Choose two of the following systems.

(i) An electronic point of sale system for a large supermarket chain.
(ii) A system for providing information about train services to waiting passengers
(iii) A groupware system to support students on a distance learning degree course.
(iv) An electronic banking system running on the world wide web.

With respect to the chosen systems:

1. Identify the key stakeholders for each system and outline how you would gather information on user requirements.
2. For each system, identify three representative tasks that have to be supported. What sources of information would you use to determine task requirements?
3. What input/output technology and interface styles would be appropriate for each system?

answer available for tutors only

P(rimary): check out staff
S(econdary): customers, management, stock control staff
T(ertiary): competitors, customers' families, other staff in company
F(acilitating): IT staff, Board of Directors (financially)

P: passengers
S: station staff, station management
T: timetable printers, families of passengers
F: IT staff, Board

P: students on course, lecturer
S: lecturer(s)
T: university, other students, other universities
F: developers, research council (if funded)

P: bank customers
S: bank staff, management
T: competitors, customers' families
F: developers

Information on user requirements would be gathered using a methodology such as CUSTOM, where key stakeholders are interviewed about their role in the organisation, their work groups, their attitudes. They are asked about these in the current context and in the light of the proposed development - the differences suggest user requirements.

(i) register item, total bill, remove item from registered
(ii) find train time, find route information, find ticket price
(iii) send message to lecture, communicate with whole group, read other students' contributions
(iv) check account balance, transfer money, deposit money

Information on task requirements would be gathered by
(a) analysing documentation outlining current procedures (appropriate for (i) and (iv)
(b) observing current execution of task (all)
(c) interviewing/questionnaires to users (all)
(d) examining existing similar systems (all).

(i) bar code scanner, LED display, key pad for typing, interface - direct scanning, following instructions where necessary on display
(ii) touch screen, hidden printer, interface - button based or touch sensitive map.
(iii) standard workstation with modem connection. Interface - WIMP/ menu based.
(iv) standard workstation with modem/internet provider. Interface - icon/button selection, menu choice. Needs security protection.

NB Solutions may vary from those suggested and still be correct - the answer depends on the systems chosen.

Other exercises in this chapter

ex.13.1 (ans), ex.13.2 (ans), ex.13.3 (tut), ex.13.4 (tut), ex.13.5 (tut), ex.13.6 (tut), ex.13.7 (tut), ex.13.8 (tut), ex.13.9 (tut), ex.13.10 (tut), ex.13.11 (tut)

all exercises for this chapter