In this project management tutorial Angela shared her solution for the Challenge 1 exercise video.
- I'm so glad you had a chance to work through the challenge. Before we get to the solution answers I want you to know that these answers are just guidelines and there are no black and white answers. There are no right answers. But rather, these should keep in check the essence of the learning. If your answers are different please reflect on the differences as they may be correct just with a different context or lens. Try to understand the solutions I provide and see how your answers differ and why.
So if you remember Scenario 1 it's about a legacy replacement of a customer relationship management system to a packaged software. and you've already gotten the project background from the I.T. leader. You can also take a look at the exercise file for more details to jog your memory. Now let's answer the questions. Who would you meet with first? My answer is the sponsor. And why I chose the sponsor is because it would be critical to understand why the sponsor picked this packaged software Or what he is looking for in a packaged software.
Understanding the sponsor's goals and vision is critical to determining how to approach the users. Next question What was your objective in meeting with them? My answer To understand the goals and vision and the why behind the packaged software. And the last piece. What questions would you likely start out with in your plan to interview them? My answer What does success look like? What would happen if we do not go through with the package software implementation? and who will benefit the most and how? I would also ask How will you measure success? And what risks do you see are the biggest risks to the project? Great, now let's look at Scenario 2.
Scenario 2 is about the website enhancements to view medical claim information. Our first question was Who would you meet with first? The web self-service manager The customer service manager or the Director of customer service. Well my answer to this one is the Director of customer service. I chose them because you need to understand the context of the last six months and how these two enhancements can net to the bigger picture, other enhancement requests, and the current issues the customer service team is facing.
With that, what would your objective be in the meeting with them? My objective is to understand context and why these two are the most important enhancements at this time. Next up, I asked you to determine what questions you'd likely start off with in your interview with them. My favorite questions for this scenario are What pain points are we trying to alleviate with these two enhancements? How will you know we have implemented them successfully? Who will benefit the most from these enhancements? We have one more Scenario to examine.
Scenario 3 focuses on the audit operations team and desired automations. Who would you meet with? I chose the Operations manager or a general manager. You may have used a different title for them. What would your objective be in meeting with them? Well my objective is to understand the pain points and goals of the automation efforts. And what questions did you select? I chose, what does success look like? What pain points are we trying to alleviate? What teams or areas is your team dependent on? What teams and areas are dependent on your team? What parts of your operation are repeatable, high volume, and may be good candidates for automation? I hope you found value in going through these examples.
You may be thinking that they are all high level and when do we get to the details? And that's an important point. What we are doing in these examples is setting up the context so when we get to the details we are going in the right direction. One of the biggest mistakes you can make in requirement solicitation is to dive into the details before understanding the context and big picture. When this happens we often and unknowingly go after the wrong details or details that are not important to the end goal.
If this happens, and it does a lot the goal and value of the project are not met. Remember our online medical record example? The project is spending thousands because the value of the users converting to online was not originally met. Likely because the team was focusing on the wrong details and requirements that didn't matter much to meet the goal. Now that you have the big picture it's time to work on the details.
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- Choosing to use interviews
- Selecting the right person to interview
- Planning interview questions
- Building rapport in an interview
- Choosing probing questions
- Listening and taking notes
- Analyzing and reviewing notes before following up