Business Analysis Report for BIT357: Windows User Company

This business analysis report examines a customer care telecommunication company's operations. The report begins with an introduction to the company's structure, including its help desk and request prioritization process. A SWOT analysis identifies strengths, weaknesses, opportunities, and threats. The report then presents an organization map and stakeholder chart, followed by context, business use case, and system use case diagrams. Part B of the report includes use case descriptions, class diagrams, state machine diagrams, and an analysis of business activities. The report also covers cycle time efficiency, an issues register with proposed changes, and a proposed BPMN. The analysis provides insights into the company's processes and suggests improvements for efficiency and effectiveness.

Windows User
[COMPANY NAME] [Company address]
BUSINES ANALYSIS

Contents
Part A..............................................................................................................................................2
Introduction................................................................................................................................2
Swot analysis...............................................................................................................................2
Organisation map.......................................................................................................................3
Stakeholder chart.......................................................................................................................4
Context diagram.........................................................................................................................5
Business use case diagram.........................................................................................................6
System use case diagram...........................................................................................................7
Bit 357 part B.................................................................................................................................8
Use case descriptions..................................................................................................................8
Business use-case diagram.....................................................................................................8
System Use-case Diagram......................................................................................................9
Class diagram.......................................................................................................................10
State machine diagram........................................................................................................11
Classification of the business activities...................................................................................12
Cycle time efficiency................................................................................................................12
Issues register with proposed changes...................................................................................13
Proposed bpmn.........................................................................................................................14
Conclusion.................................................................................................................................15
Reference......................................................................................................................................16
pg. 1

Part A
Introduction
The business scenario comprises of a customer care telecommunication company that is made up
of employees and stakeholders. The industry serves close to 1000 clients. It is made up of a help
desk that is responsible for addressing queries that are business-related and technical challenges
experienced by workers. It is also tasked with receiving emails of the request and attending to
them. The following groups are found in the help desk; Level 1 and Level 2. Level 1 is made up
of five personnel that are fairly qualified, with an experience of fewer than 12 months, Level 2
comprises of three personnel are more experience to deal with complex matters. A matter that
cannot be handled by the Level 1 personnel is forwarded to Level two. The requests are ranked
in three defined stages, these include:
 Normal
 Urgent
 Critical
These stages determine the urgency of handling the request. The requests once received by the
Help desk are term as Open, once resolved they are termed as closed. The payment of the
personnel is based by the time taken to handle and resolve the business request, the Level 1
earning an average of AUD40 and Level 2 earning AUD60 hourly.
Swot analysis
Strength
The business has an organized job tracking system to handles the request, this includes the ability
to give each request an ID thus it easier for the requests to be managed. The channel of
communication through the email is secure and reliable thus effective (Suh, 2014). The help desk
is also divided effectively to handle the task in terms of their complexity thus making it effective.
Weakness
The priority and complexity Levels are assigned by the help desk personnel, this will intern
reduce their handling time because they first have to prioritize it before it is handled. There is a
lot of repetition brought about by the overseeing of request that is already solved; this leads to
the repetition of requests that are already solved (En.wikipedia.org,2019).
pg. 2

There is a lot of time wasted when the request resolved by the Level 2 personnel has to be passed
back to the Level 1 before arriving at the client responsible for raising the request.
Opportunities
The company can maximize the functionality of the job tracking system to assign the complexity
of the request and also to determine the state of a request; whether still open, forwarded or
completed. The job tracking system needs additional personnel to develop criteria that will help
distinguish if a request can be handled by Level 1 or Level 2.
Threats
Failure to the improvement of the Job tracking system may lead to a lot of redundancy within the
help desk; this will intern cause the company to waste resources in term of time and the cost of
paying the employes per hour.
Organization map
An organizational map is a blueprint of the chain of command within an organization. It depicts
the flow of activity and shows who is supposed to report to who.
With reference to the business use case, the help desk constitutes of the Level 1 and Level 2
personnel. The request raised by the client is first received by the Level 1 personnel. If the
request is within their level of experience, a solution is sent to the respective client. In the
instances where the request is beyond their understanding, it is forwarded to the more experience
Level 2 personnel who offer a solution to the Level 1 before they are sent to the respective
clients (Fletcher, Guthrie, Steane, Roos and Pike, 2013).
pg. 3

.
Stakeholder chart
The stakeholder chart is used to show the diagrammatical representation of the stakeholder to a
company, this may be groups or individuals. Below is the stakeholder Chart of the business
scenario (Rose and Mejer, 2014).
Manager- He/she is in charge of overseeing that the company goals are met.
Clients- they are responsible for rendering the required services to the customers.
Help Desk- in charge of handling request and system challenges rendered to them form the
clients.
Suppliers- they are responsible for delivering the required material that the company needs to
perform its duties.
Society- the company serves the society
Government- stipulates the rules that the company need to abide by.
Creditors- this may include banks and individuals who may render their resources as a credit
Share Holder- these are individuals or other groups that on a percentage of the company
Customers- these are the people who are the users of the service provided by the company.
pg. 4

Context diagram
The diagram above depicts the context diagram of the Business Scenario, the customers render
request to the client who will later raise a request to the help desk (K.S, Francis and G, 2013).
The help desk communicates with the Job Tracking System to facilitate completion of the raised
requests.
pg. 5

A business use case diagram
The business use case diagram below shows the functionalities that the company or business unit
provides as a whole (Rodríguez, Fernández-Medina, Trujillo and Piattini, 2011).
pg. 6

System use case diagram
A system use case diagram is used to show the use-case scenarios between the actors and the
system. Based on the business scope the company has a single system; job tracking system.
Below is the use case diagram of the company (Chanda, Kanjilal, Sengupta, and Bhattacharya,
2012).
pg. 7

Bit 357 part B
Use case descriptions
Business use-case diagram
Above is the business use case diagram for the business scenario. The use case starts with the
customer raising a request for a service from the company agent. If the Client does not
experience any trouble in offering the service, the use-case ends after delivery of the servicer. In
the cases where a Client experiences challenges, they raise a request to the help desk by making
a phone call and sending an email for a particular request.
At the help desk, if the Level 1personnel can attend to the client's request, they deliver a
resolution to the client and waits for a response. Once the client is satisfied by the resolution a
reply is sent to the help desk and the Level 1 renders the request as ‘complete’ and the use case
ends.
In the cases where the resolutions are not resolved, a reply is sent back to the help desk where the
Level 1 personnel review the resolution and if no solution is found it is forwarded to the Level 2
personnel. The Level 2 personnel are more skilled, once a request is forwarded to them it is
marked as ‘Forwarded’, a Level 2 personnel review it and gives it a priority Level. The Job
tracking system assigns the request to either of the Level 2 personnel. The solution is forwarded
to the Level 1 then back to the Client. After the client is satisfied, it is marked as ‘complete’.
The Level 1 employees are partially dependent on Level 2 when the requests are complex.
pg. 8

System Use-case Diagram
The system use case diagram put the help desk unit as a system of its own, with various sub-
systems working together to realize that the client requests are attended to (Arora and Bhatia,
2018). The first user of the system starts with the client raising a request to Level 1 personnel, if
Level 1 solves the request it is returned to the client. The dependency of Level 1 to Level 2 is
when a request has been returned to the help desk because it is not resolved. The Level 2
personnel handle the requests and offer a resolution to the Level 1 who delivers the solution to
the Client. This process completes the use-case scenario of the help desk system.
pg. 9

Class diagram
From the class diagram, there are three distinctive classes. The client Class has the following
attributes:
 Name of the Client
 The Client’s contact number
 Email address
The following are the operation that can be executed by the Client class
1. Make a call to the Help desk
2. The client makes a request by sending an email
3. Once the request is attended to, the client receives a solution and troubleshoot it to the
problem
4. Finally, the class replies if the solution was satisfactory.
The second class is Level 1 -class; the following are the attributes of this class:
 Personnel’s name
 Personnel’s address
The following are the operations that can be attended to by the Level 1 personnel
1. Receive a call from the client
2. Receive an email request from the client
3. Attend to raised request and assign a life cycle stage to the raised request
4. Forward challenging request to the Level 2 personnel.
5. Receive solution of forwarded request from Level 2.
6. Render solutions to the raised request to the corresponding clients.
pg. 10

The third class from the business structure is the Level 2 personnel. The attributes of this class
include:
 Personnel Name
 Personnel email address
The operations that are carried out in this class include:
1. Receiving forwarded request from the Level 1 personnel
2. Reviewing the request and assigning a priority Level to it
3. Receiving assigned requests from the Job tracking system and attending to them
4. Once solutions are derived, forwarding them to the Level 1 class
The Level 2 class operations are dependent on the Level 1 class; this is because a request arrives
at Level 2 class if a solution cannot be solved by the Level 1 personnel. The Level 1 class is
dependent on requests that are sent from the Client class (Genero, Piattini and Calero, 2012).
State machine diagram
A state machine diagram is a representation of the various stages that a particular piece of data
has to get through before it arrives at its final product. For this to be realized, various processes
take place. The diagram below shows the state machine diagram of the Help Desk system
regarding the case study (Alhroob and Yousef, 2014) .
pg. 11