Business Analysis report for call centre comprehensive system

Business Analysis report for call centre comprehensive system
The writer has to cover the heading and sub­headings points both together in full practical details
(real live call center comprehensive system). I don’t want any theory at all. This report is only
practical report for call centre comprehensive system (real live call center comprehensive system).
This report covers the following points:
1. Conduct Stakeholder Analysis
2. Plan Business Analysis Communication
3. Conduct Elicitation
4. Document Elicitation Results
5. Confirm Elicitation Results
6. Communicate Requirements
1. Conduct Stakeholder Analysis

Identify the stakeholders (including the solution team actually developing your BA solution) who
may be impacted by your business analysis initiative.

Analyse their influence, authority (approve, sign off, veto), and project attitude (i.e. level of
interest) using a RACI matrix (see example in “Project Process Example ­ Low level process V5.doc”)
or other relevant tool if you have another preference.
2. Plan Business Analysis Communication –

Determine what/when/how information the various stakeholders and solution team need to be
provided with about the business analysis you are conducting from start to finish.

Detail what forms it should take (verbal, written, email etc), when it should happen (weekly, needs
basis etc). You can use a “Stakeholder Planning Sheet”
3. Conduct Elicitation
Meet with stakeholders and solution team to elicit information regarding their needs and issues
including:

Assumptions

Constraints

Risks that they can foresee.

What documentation you produce here depends on what techniques you use in your elicitation. I
expect you to address the following:

agendas and minutes from stakeholder/team meetings;

notes and/or results from stakeholder interviews;

reports/analysis from workshops/brainstorming sessions;
diagrams from mindmapping exercises;

reports/analysis from risk analysis;

reports/analysis from SWOT or similar analysis;
4. Document Elicitation Results – Summarise in executive report form the information obtained from
stakeholders and solution team
5. Confirm Elicitation Results

Validate that the stakeholder’s intentions have been correctly captured and understood. Meeting
with them to confirm their needs/issues have been taken into consideration appropriately.

You will need to meet with the solution team separately to assure that the solution requirements
are correctly understood.

You will need to produce meeting documents including agenda, minutes and action items
confirming validation.
6. Communicate Requirements

Communication methodology

Implementation using document standards