bus reqt template oct 2010

7/31/2019 Bus Reqt Template Oct 2010

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Business Requirements Document

Business Analyst: Jonathan DonaisJan 19/2011


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Table of Contents0 Revision History ................................................................................................................... 3

1 Preface ................................................................................................................................ 42 Stakeholders ........................................................................................................................ 5

Project Sponsor................................................................................................................5

Business Team Lead..........................................................................................................5

Project Manager(s)/ Business Analyst.................................................................................5Business Team Member(s).................................................................................................6Marketing Prime/Training Consultant..................................................................................6

IT Team Member..............................................................................................................72.1 Purpose ......................................................................................................................... 7

2.2 History .......................................................................................................................... 72.3 Project Goals .................................................................................................................. 7

2.4 Project Issues ................................................................................................................ 82.5 Assumptions/Notes ......................................................................................................... 8

2.6 Constraints .................................................................................................................... 82.7 Risks ............................................................................................................................. 9

3 Detailed Business Requirements ........................................................................................... 103.1 In Scope ...................................................................................................................... 10

3.2 Out of Scope ................................................................................................................ 103.3 Functional Requirements ............................................................................................... 11

3.4 Non-Functional Requirements ........................................................................................ 12Appendix A. Requirements Waiting Room.................................................................................15

3.5 Quality Gateway Process ............................................................................................... 151) After completion of all requirements, the list of requirement must go through an approval

process. There will be two individuals, Jonathan Donais (BA) and Catherine Jones (Tester) ...... 152) Jonathan and Catherine will go through each requirement and review the fir criterion to

ensure the requirement is measurable. We will also check for completeness, relevance and

traceability........................................................................................................................ 153) After those checks, Jonathan and Catherine will accept or reject the requirements.............. 15

4) After the Gateway process, Jonathan will setup a meeting with the stakeholder to discuss the

requirements, and the questions they came up with doing the checks..................................... 153.6 Business Requirement Approvals .................................................................................. 16

105307942.doc/Version 0.1.1 February 24, 2011 Page 2Proprietary and Confidential


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0 Revision History

Date Revision Description Author & contributors

01/20/1

1

1 Final Copy Jonathan Donais



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1 Preface

This document outlines the business requirements, risks and goals to minimize thecustomer wait time in the retail locations.



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2 Stakeholders

Project Sponsor

Greg Sangster VP, Communications

Owns the project and the responsibility for the success of the project.

Drives the project by setting strategic guidelines, creating and communicating the visionand empowering others to act on the vision.

Sets expectations at the executive level.

Facilitates buy-in by regular and effective communications with stakeholders.

Establishes business objectives.

Provides the necessary guidance and decisions to the project team when obstacles areencountered or the project progress is impeded.

Negotiates agreement on project expectations.

Commits the required resources to the project

Business Team Lead

Michelle Sparrow Director, Business Planning

Leads role in the collection of requirements, design and implementation of processes.

Define, monitor and audit the quality of processes.

Communicates, cooperates and coordinates with the managers of departments impacted

by process changes.

Gains business approval for new or modified business processes.

Identifies and arranges training of business users.

Assists project manager with the assignment of tasks to the project team, thecoordination of this work and the monitoring of the quality of this work.

Review and approves all deviations as required.

Conducts workshops and presentations to validate process with the client community.

Provides post-go-live support.

Participates in the project lessons learned session

Project Manager(s)/ Business Analyst

Jasmine Singh IT project manager

Jonathan Donais IT Business Analyst

Vanessa Dairy IT Business Analyst

Responsible for delivering agreed upon scope on time and budget (where applicable).

Defines project scope and objectives with the business team lead and the project sponsor.

Formulates project deliverables and critical target dates to be reflected in the project plan.

Develops a detailed project plan with the project team. Follows the IT project methodology to manage the project.

Manages all system configuration and development activities, including required

documentation.

Responsible for the day-to-day management of the project.

Develops user, functional and technical specifications in coordination with the business.

Monitors and reports on the progress of the project against the implementation plan.

Assists project team with the establishment and tracking of measurable success criteria.



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Resolves business/technical conflicts through consultation, issue control, change request

and if necessary, escalation to appropriate decision-makers.

Aids in the resolution of issues when necessary.

Assigns tasks to and coordinates work of the project team.

Identifies and arranges training of business users.

Creates minutes, status reports and issue log.

Creates Procedures in support of the business processes and application usage Support project and process documentation

Coordinates and hosts meetings.

Creates and follows up on all IT service requests.

Ensures all technical requirements are met.

Business Team Member(s)

Mike Snail Super User Employee 1

Mark Davidson Super User Employee 2

Executes all project tasks in a timely fashion as per the project schedule, and notifiesproject manager of conflicts immediately.

Resolves project issues and change requests in a timely manner. Attends and prepares for all project meetings and work sessions.

Ensures all technical deliverables are coordinated to ensure on time completion.

Identifies functional risk areas.

Receive training from Business Analyst

Train end users

Adheres to established change request processes, relevant Procedures.

Participates in the project lessons learned session.

Marketing Prime/Training Consultant

Steve Tyler Marketing

Mark Braysen (Training Consultant)

Review and approval of requirements, design, UAT testing and implementation of

processes and change requests

Develops and manages scope, assigns and schedules resources, and monitors deliverableprogress with the project manager.

Define, monitor and audit the quality of processes.

Communicates, cooperates and coordinates with the managers of departments impacted

by process changes.

Assists project manager with the assignment of tasks to the project team, thecoordination of this work and the monitoring of the quality of this work.


Assist in creating training plan/Assists in training (Training Consultant)




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IT Team Member

Jessica Query Web Specialist

Help Desk IT Help Desk

Install Fax and Printers

Provides technical assistance to the business team.

Attends and prepares for all project meetings and work sessions.


System, database, network, operating system administration.


Assures system security and access control

Diagnoses development, interface, report, and enhancement problems.

Creates/maintains technical development standards.

2.1 Purpose

SuperCom Inc. provides telecommunication products and services to customers inManitoba through 47 authorized retail locations. Our company has growntremendously in the past five years causing customer wait times to increase due tothe complexity of the order process, inadequate customer literature, insufficientnumber of fax machines to service customers and inadequate employee training.An improved customer order process is required by the third quarter of 2007 due tothe increased risk of lost customers to competition. Our project will focus onimproving the customer order process. The other problems identified in the analysisstage will be addressed by other project teams.

2.2 History

SuperCom Inc. provides telecommunication products and services to customers inManitoba through 47 authorized retail locations. Customer wait times haveincreased in the retail locations due to the complexity of the order process,inadequate customer literature, insufficient number of fax machines to servicecustomers and inadequate employee training.

2.3 Project Goals

To minimize the customer wait time in the retail locations by 5% through simplifying

the customer order process by the third quarter of 2007.



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2.4 Project Issues

Find a way to bring back the customers we lost.

Our training facility is current being rebuilt and will be completed Q42007, wewill need to find another location or setup a temporary solution for employeetraining

2.5 Assumptions/Notes

The following is an ongoing list of assumptions for this project. As assumptions arecleared up, they shall be crossed out (crossed out), and clarification will be providedin a sub-point.

All resources required to complete this project are available.

New hardware will be functional

Adequate budget allocations are made

Dedicated staff will remain in their current roles. Dedicated staff will cross train one another.

2.6 Constraints

The following is an ongoing list of constraints for this project. As constraints areresolved, they shall be crossed out (crossed out), and resolution will be provided ina sub-point.

Project will be completed within a Budget of $12,000

Project must be completed by Q3 2007



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2.7 Risks

The following is an ongoing list of risks for this project. As risks are resolved or

mitigated, they shall be crossed out (crossed out), and resolution will be provided ina sub-point.

Risk Mitigation

RiskCurrent project may potentially impact other

approved projectsSeverity: High

Likeliness: Medium

If such a conflict is identified, project

managers for this and other projects willprepare impact assessments. Then All

Project sponsors will prioritize andapprove changes if needed.

RiskDepending on the amount of priority projects

and other issues it may affect resourceavailability

Severity: High

Likeliness: Medium

If resource conflicts are identified during

the project lifecycle, the projectmanager will prepare an impact

assessment, and Project sponsors willprioritize and approve proposed changes

to the plan.Also project schedule duration will be

extended to factor in the time thatresources are not available

RiskDue to the old hardware we currently have,

we cannot procure the same type of faxmachines. New hardware may not work with

our current process, and may have to changeout all the hardware to match.

Severity: Medium

Likeliness: Low

Additional testing may be required. If

all old hardware needs to be replace, atthat time we will determine which

changes to make and their impact inschedule and budget.

RiskThere is a possibility that requests for changes

to the requirements will arise throughout thedesign and implementation stages. Typical

reasons for these change requests includeproviding missing functionality and improved

usability, as well as additional requirements,identified within the scope of other projects

Severity: High

Likeliness: High

As requirements evolve over the

lifecycle, project change requests will becreated. At that time we will determine

which changes to make, and theirimpact on schedule and budget.



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3 Detailed Business Requirements

3.1 In Scope

At the time this document was last updated, the following is considered in scope:

Wait time in the queues is unacceptable.

Response time to customer when orders are complete is unacceptable.

Insufficient product and service information is available for customers at theretail locations.

Employees in the retail location lack product, service and customer servicetraining.

Employees are not effectively resolving customer issues in a timely manner.

Brochures and tear sheets are not written in plain language. Quantity of fax machines is insufficient to handle customer demand

Customer wait time in the retail locations is unacceptable.

Customers are being lost to competitors due to customer congestion in the storelocations.

Order processing is complex and time consuming.

Customer satisfaction results are below target.

3.2 Out of Scope

At the time this document was last updated, the following is considered out ofscope:

Insufficient floor space is dedicated to handling customers.

Staffing levels in the retail locations are insufficient to handle customerdemand during peak times.



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3.3 Functional Requirements

The following are high level, functional business requirements that have beenidentified by the project team. All requirements here are considered to be in scope.All other requirements are listed in the Waiting Room Appendix B.

Requirement #: 1

Description: Must simplify the ordering process

Rationale: To prevent frustrated customers, which will lead tocustomers becoming impatient and may go to the competition

due to frustrations. Simple Orders = More Sales

Originator: Mike Snail

Fit Criterion: The order completion process shall be completed

in 2 minutes

Priority 1 Conflicts: none

Dependencies: none Dependants: noneSupporting Materials: none

History: Feb 16/2007

Requirement #: 2

Description: Must decrease response time for notifications tocustomers when orders are complete

Rationale: Part of the customer satisfaction initiative, goodresponse time makes the customer think you care

Originator: Michelle Sparrow

Fit Criterion: Customers shall be notified within 10 mins oforder completion


Dependencies: none Dependants: none

Supporting Materials: none




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3.4 Non-Functional Requirements

Requirement #: 3

Description: Must Increase Customer Satisfaction

Rationale: Increased customer satisfaction = more sales

Originator: Greg Sangster

Fit Criterion:8 of 10 customers must deem satisfaction of(Excellent 9+ on a 10 point survey scale)

Priority: 1 Conflicts: none

Dependencies: none Dependants: Req 1, 5, 6, 7,8

Supporting Materials: Survey 2006

History: Feb 18, 2007

Requirement #: 4

Description: Must find a solution to bring back old customers

Rationale: To increase revenue by having a healthy amount of

customers

Originator: Greg Sangster

Fit Criterion: Of all lost customers, the Customer satisfactiondept shall bring back 50% of lost customers

Priority3 Conflicts: none



History: Feb 17,2007

Requirement #: 5

Description: Must order more fax machines

Rationale:Due to company growth, we are waiting on fax

machines to process the completed orders


Fit Criterion: No employee shall wait more than 5 secs for an

availiable fax machine







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Requirement #: 6

Description: Must provide more product and service manuals atretail locations

Rationale:Manual bins are always empty at retail locations.

Without manuals, customers are not aware of our services.

Originator: Mark DavidsonFit Criterion: Manual bins should always have a minimum of10 manuals per bin





Requirement #: 7

Description: Must revise all brochures and tear sheets in plain

languageRationale: Users are having a hard time understanding thebrochures/sheets, so the customers dont bother reading our

services we have to offer, therefore no sales

Originator: Mark Davidson

Fit Criterion:95% of customers must understand the

brochures without asking questions to the sales staff





Requirement #: 8

Description: Must increase knowledge of all business processesto employees

Rationale: To allow employees to wear multiple hats (able toperform any job) and to increase the professionalism of the

company (Customers have a sense that the sales staff areknowledgeable)

Originator: Mark Braysen

Fit Criterion:100% of all employee shall be fully trained in allbusiness processes



Supporting Materials: Training documents/Training Plan




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Requirement #: 9

Description: Must resolve customer issues in a timely manner

Rationale: Fast response time makes the customer feel that theyare important and that the company cares. Prevents frustrated

customersOriginator: Greg Sangster

Fit Criterion: All issues shall be resolved within 2 businessdays





Requirement #: 10

Description: Must decrease customer wait timesRationale:No customers like waiting, short wait times will

prevent from a possible customer loss to the competition


Fit Criterion: No customer shall wait for no longer that 3 mins







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Appendix A. Requirements Waiting Room

(Items are in order of importance)

1) Must increase floor space to handle the growing number of customers.2) Must hire more skilled staff to handle customer demand during peak times.3) Automate the notification process when orders are complete.4) Create an advertising plan to advertise on Radio, TV and Flyers.

3.5 Quality Gateway Process

1) After completion of all requirements, the list of requirement must gothrough an approval process. There will be two individuals, Jonathan Donais(BA) and Catherine Jones (Tester)

2) Jonathan and Catherine will go through each requirement and review the fircriterion to ensure the requirement is measurable. We will also check forcompleteness, relevance and traceability.

3) After those checks, Jonathan and Catherine will accept or reject therequirements.

4) After the Gateway process, Jonathan will setup a meeting with thestakeholder to discuss the requirements, and the questions they came up withdoing the checks.



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3.6 Business Requirement Approvals

Sign-off on this document must come from all Business Stakeholders identifiedbelow. Sign-off shall indicate absolute agreement that the requirementsdocumented herein accurately and completely represent the needs of each

stakeholder and their respective department within SuperCom Inc. The approval isthe joint responsibility of the listed functional areas of SuperCom Inc.

Document Approved by:

Name/Title Signature Date

Jasmine SinghProject Manager


Greg Sangster

Project Sponsor


Michelle SparrowDirector, Business Planning


Jonathan DonaisBusiness Analyst

Name/Title Signature DateVanessa Dairy

Business Analyst


Steve TylerMarketing


Mike SnailSuper User 1


Mark DavidsonSuper User 2



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Jessica QueryWeb Specialist


bus reqt template oct 2010

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