Requirements Analysis Stage Gate Report

This report is about LINXconnect that offers NBP, landline telephone, ADSL2+ & mobile coverage services to Victoria, the Australian Capital Territory and New South Wales. The primary goal of the organization is to provide fast and reliable telecommunication network for connecting families, people and organization in Australia.

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Requirements Analysis Stage Gate Report
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Davinder Saini
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Executive Summary
This report is about LINXconnect that offers NBP, landline telephone, ADSL2+ & mobile
coverage services to Victoria, the Australian Capital Territory and New South Wales. The
primary goal of the organization is to provide fast and reliable telecommunication network
for connecting families, people and organization in Australia. In the present scenario, senior
management of the organization is looking for redesigning of existing call centre in order to
expand their business operations in major cities such as Melbourne, Canberra and Sydney.
The main purpose of this document is to create a requirement analysis report for the proposed
redesigning project. This report has been divided into two parts i.e. Problem scope and team
documentation. This report includes separate sections on each of the principle steps such as
Metric Quality Framework, Requirements Mapping and Problem Scope.
Part-1
Problem Scope
Project statement
The project aims to redesign the current infrastructure and call centre environment of
LINXconnect organization to provide efficient and reliable services to their customers.
Project context
LINSconnect is one of the famous call centre organization in Australia that offers high
quality services to their customers at competitive prices. Currently, the organization is
looking for providing the best services to their customers with the adoption of new and
innovative technological methods that will improve the way which has been used by the
company to operate. The senior management of the organization has decided to redesign its
existing call centre to expand their business operations. It will be easy for the organization to
handle the incoming traffic of calls through proposed call centre design.
LINXconnect identifies two segments of its proposed project named as enterprises and the
general public. The brand reputation would increase if general public will be served with
better services by employees. Presently, the organization has been used various channels for
customer service interaction such as telephone, smart phone application, email and web
charts, facebook, twitter etc.

The main motive behind redesigning existing call centre is to improve customer experience.
The customer service incorporates various areas such as customer feedback, technical
support, billing and finances. The redesigning of call centre will keep the call agents
comfortable and happy which will be highly beneficial for the business of LINXconnect
organization.
Stakeholder Analysis
The key stakeholders of ‘LINXconnect Call Centre Redesign’ Project have been explained in
the below section:
1. Senior management of LINXconnect
2. Employees of LINXconnect
3. The General Public (Customers of LINXConnect)
4. Enterprises
5. Call Centre design team
6. Repairing teams
7. Suppliers
8. Technical Officer
9. Financial Officer

Figure-1 Interest/influence grid (stakeholder analysis)
Stakeholders Interest/influence Description
Senior management of
LINXconnect
Keep satisfied The senior management of the
organization should be updated
throughout the project life cycle as it will
financial support for successful
completion of project. Along with this,
the senior management of the company
will set their key requirements in context
to the proposed project (Ackermann and
Eden, 2011).
Employees of
LINXconnect
Keep satisfied The employees of the company are key
stakeholders as they will discuss key
issues which have been faced by them
while working in the existing call centre
infrastructure. They will help design team
to create an effective call centre
environment where they can serve their
customers in a better way (Bryson, 2004).
The General Public
(Customers of
LINXConnect)
Manage Closely There is no doubt that ‘Call Centre
Redesign’ project has been proposed by
LINXconnect organization in order to
provide better customer experience to
their clients/customers/general public.
Hence, it is mandatory to manage
customers closely to achieve project
goals.
Enterprises Manage Closely Various small and medium Call Centre
enterprises have been contributed 10% in
the overall revenue of LINXconnect
organization. These enterprises help to
improve local talent and empower local
economy in Australia (Rajablu, 2015).

The interest of these enterprises has
moderate in this project.
Call Centre design team Manage closely Call Centre Design team has highest
interest and influence in the project. All
team members of design team will work
collaboratively with other team members
in order to achieve project goals and
objectives.
Repairing team Keep informed The repairing team members have low
influence and interest in the project as
they could not affect the requirements
and cost of the project (RIAHI, 2017).
Suppliers Keep informed The suppliers have moderate influence
and interest in this project as they will be
responsible to provide infrastructure that
can be used for redesigning the call
centre. The overall budget of the project
will depend on the cost determined by the
suppliers. Hence, it is essential to
enhance the interest of suppliers
throughout project life cycle.
Technical Officer Manage closely The technical officer is responsible for
assess the value of new solutions and
technologies and integrating them into
the existing infrastructure of the
company. However, the project team
should work collaboratively with
technical officer to successfully complete
this project. Hence, technical officer has
moderate interest and influence in the
project.

Financial Officer Keep informed It is the responsibility of financial officer
to manage company finances and provide
establish a contact between clients and
other business stakeholders. The financial
manager has moderate influence and
interest in the project as he will be
responsible to provide funds (Kumar,
2015).
Table-1 list of project stakeholders
Constraints/Assumptions
1. It has been assumed that ‘Call Centre Redesign Project will be completed within
estimated budget and timeframe.
2. As per the given case study details, it is necessary for the project team to keep cost low
while making any type of improvement in the existing call centre design.
3. The project team must consider the key requirements of 350 employees who are
currently working in the organization while making changes in call centre layout design.
4. Due to high turnover rates, there is only one week period to train new call centre
employees.
5. Before negotiating budget, it is essential to compare cost to existing technological
solutions.
Requirements Mapping
In the following section of this report, basic requirements of the project have been listed:
1. The call centre redesigning project will allow calls agents to work efficiently,
comfortably and effectively.
2. The new call centre design should improve customer experience.
3. To simplify the call segregation among the respective departments that manages
complaints, billing and technical support.
4. To speed up the customer identity verification process,
5. To use call centre space in an effective way.
6. Call management software should manage the queries of customers efficiently and
successfully.

7. The project should be completed within estimated budget.
8. The proposed project should reduce noise at workplace.
9. The proposed project should grow customer segment of LINXconnect organization.
10. Call centre should be redesigned as per the key requirements of 350 employees.
11. Project budget should not be too high.
12. The ongoing infrastructure repairing and maintenance cost should be minimum.
13. There is only one week period for providing training to new employees.
14. New innovative and technological solutions will be integrated in the existing
infrastructure to provide better customer services.
15. Customer waiting time on calls should be reduced.
16. Different departments in the workplace of LINXconnect organization should be
integrated appropriately so that calls can be forwarded in an efficient way when
required.
17. The new call centre design should facilitate smooth communication between different
departments at workplace.
18. All employees should be provided with appropriate space at workplace.
19. Only important project requirements should be considered in the project to
successfully complete it within estimated time (Johnson, 2014).
Requirement breakdown structure
Figure-2 RBS of Call Centre Redesign Project

#R1 (Primary requirement-1)
#R2 (Primary Requirement-2)

#R3 (Primary requirement-3)
#R4 (Primary Requirement-4)
#R5 (Primary Requirement-5)
There is no sub-requirement of #R5.
Description of all requirements
Requirement id Primary requirements Sub-requirements
#R1 LINXconnect’s new call centre
design should fulfil all
requirements of 350 employees.
To use call centre
space in an
effective way
(Duke and

Harrison, 1995).
All employees
should be provided
with appropriate
space at workplace.
The new call centre
design should
facilitate smooth
communication
between different
departments at
workplace.
The proposed
project should
reduce noise at
workplace.
The call centre
redesigning will
allow calls agents to
work efficiently,
comfortably and
effectively.
#R2 The new design of call centre
should be similar to the designs
which have been currently used by
clients of the company (Juwattana
and Prompoon, 2012).
To speed up the
customer identity
verification process.
Call management
software should
manage the queries
of customers
efficiently and
successfully.
customer waiting
time on calls should

be reduced.
#R3 Effective call management
software
There is only a
week period to
provide training to
new employees.
New innovative and
technological
solutions will be
integrated in the
existing
infrastructure to
provide better
customer services.
Different
departments in the
workplace of
LINXconnect
organization should
be integrated
appropriately so
that calls can be
forwarded in an
efficient way if
required.
#R4 Call centre should be redesigned
within estimated budget.
The ongoing
infrastructure
repairing and
maintenance cost
should be
minimum.
Only important
project

requirements should
be considered in the
project to
successfully
complete it within
estimated time
(Garcia, 2016).
#R5 LINXconnect organization can
achieve its future business goals
and objectives through new call
centre design.
Null
Table-2 Description of all requirements
Requirements importance table
A pairwise analysis method has used to compare design requirements and attributes to form a
basis of design decisions (Stockman, Todd and Robinson, 1990). In the following section,
pairwise analysis has been performed to analyze the score of all primary requirements.
#R1 #R2 #R3 #R4 #R5 Score Rank
#R1 1 1 1 1 4 1
#R2 0 1 1 1 3 2
#R3 `1 0 1 1 3 2
#R4 0 1 0 1 2 3
#R5 0 0 1 0 1 4
Table-3 Pairwise analysis of primary requirements
In the next step, #R2 and #R4 requirements have been combined into single requirement
(Salado and Nilchiani, 2016). The primary goal of both requirements is to complete call
centre redesign project within estimated budget (KARLSSON, 2009).
#R1 #R-4 #R3 #R5 Score Rank
#R1 1 1 1 3 1
#R2-4 0 1 1 2 2
#R3 `0 0 0 0 4

#R5 0 0 1 1 3
Table-4 modified table
Results of pairwise analysis
Primary requirements Rank
#R1 1
#R2-4 2
#R3 4
#R5 3
Table-5 Results of pairwise analysis
According to the results of conducted pairwise analysis, the call centre redesign project team
should focus on the requirements as per their rank (Kok and Lootsma, 1985). They need to
consider design requirements and attributes on the basis of their rank (Gupta, Chauhan and
Dutta, 2014).
Metric Quality Framework
Design criteria
ID Design criteria
#DC1 Cost
#DC2 Training time for new employees
#DC3 Customer waiting time on phone calls
#DC4 Time taken by employees to manage queries
of clients (Tan and Shen, 2000)
#DC5 Infrastructure maintenance and repairing cost
(Mustafa and Khan, 2005)
Table-6 design criteria
Design attributes
#DA1 UI (User Interface) of call management
software should be simple so that employees
will not face any problem while using it
(Richardson, Murphy and Ryan, 2002). (User

Friendly GUI of call management software)
#DA2 New call centre design should be simple and
properly organized as it will help employees
to provide great working experience to their
customers/clients and employees (Gafni,
2008).
Table-7 design attributes
Quality function deployment matrix
#DC1 #DC2 #DC3 #DC4 #DC5 #DA
1
#DA
2
Rating
#R1 0.20 0.25 0.25 0.30 0.1
#R2-
4
0.75 0.25 0.2
#R3 0.40 0.20 0.40 0.4
#R5 0.25 0.75 0.3
#DC1 #DC2 #DC3 #DC4 #DC5 #D
A1
#DA2 Ratin
g
#R1 0.20 0.25 0.25 0.30 0.1
#R2
-4
0.75 0.25 0.2
#R3 0.40 0.20 0.40 0.4
#R5 0.25 0.75 0.3
DCI
W
0.15 0.02 0.235 0.105 0.05 0.18
5
0.255 T=0.1

Table-8 Quality function deployment matrix (grela, 2019)
Technical Performance Metrics
#DC1 (Cost of design)
200k 400k 600k 800k 1000k 1200k 1400k 1600k
0
0.2
0.4
0.6
0.8
1
1.2
Total cost of design
Training time for new employees
Day1 Day2 Day3 Day4 Day5 Day6
0
0.2
0.4
0.6
0.8
1
1.2
Training time for new employees
Series 1

Customer waiting time on phone calls
0.25 0.5 0.75 1 1.25 1.5 1.75
0
0.2
0.4
0.6
0.8
1
1.2
Customer waiting time in minutes
Customer waiting time
Time taken by employees to manage queries of clients
0 25 calls 50 calls 75 calls 100 calls
0
0.2
0.4
0.6
0.8
1
1.2
Time taken by employees to manage queries
of clients per day
Series 1

Infrastructure maintenance and repairing cost
$2k $4k $6k $8k $10k
0
0.2
0.4
0.6
0.8
1
1.2
Repairing and maintenance cost
Repairing and maintenance cost
References
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and Practice. Long Range Planning, [online] 44(3), pp.179-196. Available at:
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2019].
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Part-2
Design Team Documentation
Problem scope
Project statement
To redesign the current infrastructure and call centre environment of LINXconnect
organization for providing efficient and reliable services to their customers.
Project context
LINSconnect is one of the famous call centre organization in Australia that offers high
quality services to their customers at competitive prices. Currently, the organization is
looking for providing the best services to their customers with the adoption of new and

innovative technological methods that will improve the way which has been used by the
company to operate. The senior management of the organization has decided to redesign its
existing call centre to expand their business operations. It will be easy for the organization to
handle the incoming traffic of calls through proposed call centre design.
LINXconnect identifies two segments of its proposed project named as enterprises and the
general public. The brand reputation would increase if general public will be served with
better services by employees. Presently, the organization has been used various channels for
customer service interaction such as telephone, smart phone application, email and web
charts, facebook, twitter etc.
The main motive behind redesigning existing call centre is to improve customer experience.
The customer service incorporates various areas such as customer feedback, technical
support, billing and finances. The redesigning of call centre will keep the call agents
comfortable and happy which will be highly beneficial for the business of LINXconnect
organization.
Stakeholder list
Stakeholders Interest/influence
Senior management of LINXconnect Keep satisfied
Employees of LINXconnect Keep satisfied
The General Public (Customers of
LINXConnect)
Manage Closely
Enterprises Manage Closely
Call Centre design team Manage closely
Repairing team Keep informed
Suppliers Keep informed
Technical Officer Manage closely
Financial Officer Keep informed
Constraints and assumptions
1. It has been assumed that ‘Call Centre Redesign Project will be completed within
estimated budget and timeframe.
2. As per the given case study details, it is necessary for the project team to keep cost low
while making any type of improvement in the existing call centre design.

3. The project team must consider the key requirements of 350 employees who are
currently working in the organization while making changes in call centre layout design.
4. Due to high turnover rates, there is only one week period to train new call centre
employees.
5. Before negotiating budget, it is essential to compare cost to existing technological
solutions.
Requirement breakdown structure
Requirement importance table
#R1 #R-4 #R3 #R5 Score Rank
#R1 1 1 1 3 1
#R2-4 0 1 1 2 2
#R3 `0 0 0 0 4
#R5 0 0 1 1 3
Design criteria and attributes list
Design criteria
ID Design criteria
#DC1 Cost
#DC2 Training time for new employees
#DC3 Customer waiting time on phone calls
#DC4 Time taken by employees to manage queries

of clients (Tan and Shen, 2000)
#DC5 Infrastructure maintenance and repairing cost
(Mustafa and Khan, 2005)
Table-6 design criteria
Design attributes
#DA1 UI (User Interface) of call management
software should be simple so that employees
will not face any problem while using it
(Richardson, Murphy and Ryan, 2002). (User
Friendly GUI of call management software)
#DA2 New call centre design should be simple and
properly organized as it will help employees
to provide great working experience to their
customers/clients and employees (Gafni,
2008).
Technical performance metrics

Quality function deployment matrix
#DC1 #DC2 #DC3 #DC4 #DC5 #D
A1
#DA2 Ratin
g
#R1 0.20 0.25 0.25 0.30 0.1
#R2
-4
0.75 0.25 0.2
#R3 0.40 0.20 0.40 0.4
#R5 0.25 0.75 0.3
DCI
W
0.15 0.02 0.235 0.105 0.05 0.18
5
0.255 T=0.1