| related case studies |
The
Challenge:
A mid-sized information technology design and installation company works
with clients to identify their IT needs. In the past the company conducted
interviews with key personnel, usually executives; and based their design
largely on the results of the interviews. The IT company partnered with
CSI to conduct a complete CS engagement with the client, so that the
results would be more descriptive of the client's real needs.
The
Solution:
CSI and the partner consultant worked with the client to surface all
the specific activities that a new system must be able to do; this
included
things that were currently being done in a legacy system, being done
manually, or not being done at all. Participants were from all areas
of the client company, and brought a wide variety of perspectives to
the discussion. CSI collected importance ratings, priority ratings
and
demographics, using the Remote module of the Concept System. The process
required about 3 hours of participant time.
The
Results:
The client validated the resulting concept map, which presented a "schematic"
for the IT service company to use to design and install the right system
and features to meet the client's expressed needs. The partner company
was able to measure in an ongoing way its own progress on delivery,
and the client was able to measure its satisfaction with the IT company's
work. CSI uses the Concept System in requirements analysis as "engagement
insurance"--the client has committed to a course of action, and the
delivery and satisfaction can be measured on what the client has already
agreed to.