ICT223e SUSS Case Study: Business Analysis of Payment System Failure

This case study analyzes the failure of an innovative payment system implemented at Casa XXI. It examines various change management approaches like System Dynamics, Viable Systems Model, and Strategic Options Development and Analysis to identify the root causes of the failure. The analysis covers the roles of a business analyst, stakeholder engagement, and the impact of the system failure on key stakeholders including financial losses and reputational damage. The study recommends using stakeholder mapping tools and interactive diagrams to define roles and responsibilities. Furthermore, it suggests measures for failure mitigation, such as measuring failure occurrences, identifying correct stakeholders, and implementing prediction systems. The document also includes UML diagrams and discusses interest-based negotiation approaches to improve contracting processes. Desklib provides access to similar case studies and solved assignments for students.

ICT223eEnd-of-Course Assessment – January Semester 2019
Business Analysis
COURSECODE Title of the
ECA
SUSS PI No Student
Name
Submission
Date

Question1.
(a).Changes approach being recommended for case XXI.
According to Pressman (2017) suggested that when Change approaches are implemented well
final product will be of high quality and failure free.
System Dynamics (SD).
System dynamics this approach helps system analysists in understanding and discussing issues
and problems of complicated system .Complicated system like innovative payments system has a
lot of components which interacts with each and most components have different issues for
example the payment component of innovative payment failed to work due to installing wrong
version of sql software which is inconvertible with the system.
Viable Systems Model (VSM).
This approach ensure system is working well and accepted by client .When clients
buys prepaid card they have to use the card and are full satisfied. System analysist
can use this approach to ensure casa xxi Company survives in completive market.
Strategic Options Development and Analysis.
This is the best approach to use in casa xxi because it helps to get views of clients’ .This
approach targets and complicated system. Clients face problem of entering stadium in time and
process was messy and this approach can system analysist to explain what they need to
be corrected.
Soft Systems Methodology (SSM).
This approach enable system analysts in modelling complex into a simple system
which solves issues and problems of completed systems .For example innovative
payment system is a huge and complicated system.
Critical Systems Heuristics (CSH).
This approach enable system analysist in evaluation of system and stakeholders of
system Asks workers at point of sale, vendors and client to evaluate system.
(b).Roles of business Analyst.
To identify problems of innovative payment system and look for a way of cabbing this issues.
To Proposes changes of innovative payment system to Coe.
To ensure all innovative payment system requirements are met.

Question 2.
(a)
Figure 1 below shows context diagram of Carto 21 system
(b).Use and importance of swim lanes in activity diagram.
Used to separate different department or classes from each other in activity diagram and
Importance
Swim lane ensures activity diagram is clear and well define.

(c).
Figure 2 below shows use case diagram of Cartoa 21 system.
Question 3
(a)
According Satzinger, Jackson and Burd recommended that Task plans stakeholder engagement
involves stakeholder in the process of software development
Task plans stakeholder engagement ensures stakeholders interact with each other and given
chances to raise their views and ideas about issues in a system through interview, survey,focus
group and brainstorming .its aim is to improve process of making decisions in a company.It
ensures costs are cut, manages risks and minimizing risks..

(b) Impact of failure on case xxI
Financial losses were observed at case xxi some people refused to pay to enter studios and took
free drink. The company images was also tarnished because CASA had a lot of hope in
innovative payment system and due to failure newspaper published the failure.
Key stakeholders are :
Case xxi CEO,Case xxI employees ,client, supplier (meag) ,football sporting club and Portugal
government.
Identified problems/factors that caused the Cartao 21 system failure.
Main problems were managerial and technical.
The test of system was not done due late completion of stadium.
Hot conditions affected antenna and some communication devices this made system to stop
working.
Activation of prepaid cards was not done.
Payment in cash was not allowed due to lacking of system passwords.
Workers could not be able to operate system because they lacked skills.
(c). Recommendation and using suitable tool to help define roles and responsibilities of a
project.
I recommend the use of stakeholder mapping tools where stakeholders are mapped according to
external, internal, operational and executive stakeholder. This tool helps to identify stakeholders
and assign them to where they belong with roles and responsibilities to do in a project.
I recommend use of Interactive tools such as use case diagrams they are used to identify roles
and responsibilities.
Context diagram tools show stakeholders of the project tasks they are acting on.
Class diagram when modelled using Uml shows attributes and operations of an
entity(stakeholder).
Entity relationships diagram shows relationships between entities, data it holds and acting on
Question 4-
(a)
Measuring failure and assessment of existing failure is done to mitigate failure by knowing
number of time failure occurs and solve it.
Identifying correct stakeholders so as there is no confusion about failure. For example in case xxi
ceo was blaming supplier for failure but after assessment of failure was done they identified
actual reason for failure.
Use of Prediction systems which predicts failure and foretell its occurrence.
Train worker on how to response to failure if it occurs.
Employee more stand by technicians in case of failure they are available not only two people as
it is current in casa xxi

(b)
MeagaWrites documents, meaga Reviews document and makes decision of making changes
when changes are required you correct and writes then casa xxi approves document, rejects
document or approves document have few change.
(c)
Reliability
In case of failure as system should be able to respond quickly.
Security.
Passwords of system should be kept confidential and managers at every point of sale should have
them.
Scalability.
System should be designed to hold large number of people because food ball is watched by a lot
of people.
Effenciance
System should be able to process transaction very fast because it handles a lot of people.
Question 5
(a)
Figure 3 Below shows UML activity diagram of a simple change management process.
(b)
Interest Based Approach to Negotiation. It is approach where interests of Jose Eduardo and
meaga are brought on a table to discuss about them during contracting. It ensures good
interactions between COE and supplier because every part is interested in benefiting. The
position of CEO is to develop cartao 21 and supplier’s position is to make will contract of
developing cartao 21 both parts need to merge their interest for them to benefit equally. CEO and
meage develops statements of problems then brainstorm .evaluation and selection option which

fits them. The defined objectives and finally they find better option and negotiates and then
agrees.
References
Satzinger, W, J ,Jackson,B,R and Burd ,D,S (2012).System Analysis and Design in
A changing World (6th Ed).Boston Course Technology.
Pressman, S,R,Ph.D. (2017).Software Engineering. Practitioner’s Approach (8thEd.).
Inc., 1221 Avenue of the Americas, New York, McGraw-Hill.