455003439795660007056755102587628@student.swin.edu.au360000102587628@student.swin.edu.aucentercenter95000950004550034397952500266700 3700030000

455003439795660007056755102587628@student.swin.edu.au360000102587628@student.swin.edu.aucentercenter95000950004550034397952500266700 3700030000 44000332613025002667004000070000455003439795690007377430370000455003439795350003742055ABC Health Corporation: A Case Study

By Angus Armstrong

3600028000ABC Health Corporation: A Case Study

By Angus Armstrong

Table of Contents

TOC o "1-3" h z u Problem Identification and analysis PAGEREF _Toc163383099 h 2Five Whys & Root Cause Analysis PAGEREF _Toc163383100 h 3Problem Statement PAGEREF _Toc163383101 h 4Hard and Soft System Problems PAGEREF _Toc163383102 h 4Soft & Hard System Thinking PAGEREF _Toc163383103 h 5Stakeholder Analysis PAGEREF _Toc163383104 h 6Customer Segmentation and Value Proposition PAGEREF _Toc163383105 h 7Methodology Comparison PAGEREF _Toc163383106 h 9References PAGEREF _Toc163383107 h 10

Problem Identification and analysisABC Health Corporation has significant issues within it. These issues drive a burn out and low moral within the employees of the organization. A repeating issue within the organization appears to be the administrative burden and the organizations rapid growth being significantly linked to the employees raised concerns. Each stakeholder appears to have identified multiple issues and can be summarized as the following:

Emma identified there are significant bottlenecks within the organizations communication, this appears to be linked to the rapid growth of the organization and the rapid growth of an aging population further creates a reliance upon the organization due to the many medical issues that arise within the aging population. Furthermore, due to this rapid growth a ripple effect occurs and issues such as resourcing limitations arise due to the increase administrative tasks of upholding patient data, such things as managing medical records, patient appointments primarily being the cause of the administrative burden. Due to this, Emma has suggested a patient driven medical application that allows for a significant amount of administrative burden to be self-managed by the patient.

Richard agrees with Emma regarding the rapid growth and the problems it has generated for the organizations employees and due to this, agrees with Emmas suggestion of a patient driven application. However, he also highlights a potential challenge when adopting this new system, primarily around the additional workload on the staff could lead to a resistance against adopting the new solution, due to this he has raised concerns around balancing the staffs workload during the implementation and training around the new system.

Sarah highlights the current administrative burden further to Emmas broad point on the topic. She highlights that majority of the time spent by the Staff is primarily on administrative tasks such as managing appoints, patient details etc. Further to this, Sarah highlights the need for staff training around the application as a lot of staff may not be technically savvy to handle the application without prior training.

The current technology present within the production environment appears to not be equipped to handle the proposed application, this is particularly highlighted by the CIO Mark. Stating that they are not equipped to handle the proposed application and emphasized a concern regarding the applications ability to adapt with on-going technological change.

Security concerns have been highlighted as another potential issue within the application. This security concern is primarily around the data kept by the organization and how it can securely protect end users data. Lisa suggests that ethical standards within the healthcare centre as an example to the concern around the data being kept by the organisation.

The finance director highlights the financial cost of the application and whether it will be a long-term financial gain for the organisation. Further expressing concerns over the cost of creating an implementing the application into the organization. This was further supported by the CIO, Mark and expressed his desire to involve the financial team to ensure a cost-effective solution is produced for the organisation.

Integrating a self-managed care application appears to be a very useful tool for this organisation to implement. Whilst all concerns from the stakeholders are valid. The repeated concern appears to be around the burden of implementing a solution into the organization and ensuring staff members can adequately utilize the application to assist with the administrative burden they currently are facing. To achieve this, we must understand every aspect of the application & User behaviour that would lead up to the integration & successfully implementation of this application.

Five Whys & Root Cause AnalysisWhy would the Application implementation be a problem?As highlighted by the CIO, the implementation of the application into the current Information Technologies systems would be a heavy burden on the system and would not allow this application to run significantly once it is within its production environment.

Why would Staff not be on-board with the new System?Currently, staff members are heavily burdened with the manual Administration of Patient appointments, data etc. This application may be seen by the staff members as additional workload on their already busy schedule.

Why could this be an additional burden?This would be an additional burden on the staff members due to the lack of potential training and technical support offered to them. Additionally, if implemented into the current Technological environment, this could additionally create a slow and potentially buggy solution. Adding to this burden.

Why would staff not receive adequate training into the application?The implementors of this application may not completely understand the requirements of end user experience of the application and the need to train non-technical savvy users on the system. Furthermore, the implementors may overlook the technical support required for this application.

Why would the System Hardware not be able to support this new system?During planning and development. A separate test environment may be introduced outside of the current production environment and may not be 100% accurate to the production environments performance. Further to this, a lack of understanding and investigation into the current performance of the production environment may not be made and will cause the application to be introduced to an already poor performing environment.

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Problem StatementThe proposed Application is centred around self-driven and self-managed administrative tasks that are primarily used by the Patients of the organisation. However, based on the above whys and root cause analysis. It appears the implementation of the application is significantly missing from the initial discussion. Which will lead to poor implementation and further burden on the Employees & to a further extent, the patients of the organization. A solution must be discussed and provided to the Organizations stakeholders to ensure a successful implementation of the proposed application.

Hard and Soft System ProblemsProblem Hard or Soft? Why?

Production Environment Hard The Production Environment has been identified as a significant issue when implementing this software. The Hardware has been suggested that it may not cope with the burden of the additional workload this application. Furthermore, an analysis of the current systems must be performed to validate the claims of a poor performing production system. Additionally, if this is the case. A test system must be designed in such a way to validate if the production system can handle it alongside future proofing the production environment with any potential changes that this application may undergo. Without affecting other Systems within the organization.If and when an analysis is complete against the production environment. A cost-effective solution must be discussed amongst the Finance Team and the Technology team to assist with implementing additional hardware whilst keeping additional costs to the project / Organization to a minimum.

Application training & Staff Workload Soft We must understand the various processes involved within the new Application. Understanding how certain functionalities of the system works and performs to achieve the desired outcome of the function. This can involve technical analysis and training conducted on technical resources. Further to this, real world analysis will need to be done within the organization to gain an understanding on the current technical literacy of the Staff. Using both the technical knowledge of a System Developer and the understanding of the technical literacy of end users. We must think and develop the training materials in a manner that allows for the technical components to be understood with less technical knowledgeable end users. This could involve creating additional steps within the training that simplify the process. Alongside this, we must gain real world feedback on the application to understand where additional technology support may be required. Correct Training will allow for Staff Workload to be significantly reduced.

Security Concerns Hard Government processes such as essential 8 outlines the need for Cyber Security Solutions to be in place. For Example, Essential 8, outlines the need for regular system patching for both operating systems and application systems. A requirement from this project is to understand the maturity levels around essential 8 to understand the requirement to protect users data by ensuring systems are patched and secure. For example, Essential 8 highlights the need to use system scanning tools daily against internet facing applications. To scan and confirm if any newly published vulnerabilities are present within the system. A vulnerability scanner is used at least daily to identify missing patches or updates for vulnerabilities in operating systems of internet-facing servers and internet-facing network devices. (Essential eight maturity model 2023 Patch Operating Systems). Implementing a pre engineered system allows for Cyber Security Teams to patch these vulnerabilities and allow for user data to be secured.

Soft & Hard System ThinkingSoft skills learnings, as far as my understanding is developed by taking an agile approach to a problem and applying system knowledge alongside real world thinking into the equation. In one of the problems above. We can heavily relay on the soft skills thinking for our Application Training and workload. It presents a great example of this system as it requires both understanding of the system alongside real world thinking around how an end user would use the system and their level of technical knowledge. By discussing with end users and relaying this feedback to a technical team. D. Bustards illustration of the Soft System Skills, as noted below assisted greatly in this decision in ensuring that Staff workload and training is targeted asa Soft analysis rather than a hard analysis, as seen below:(Bustard, Soft System Skills 2009)

Hard System thinkings reflect a more direct approach to solving the problem at hand. We begin by identifying the problem, analysing it, creating Objectives and constraints, creating routes to the objective, develop the solutions and evaluate the options. (An overview of the Hard Systems methodology 2015). Technical hardware such as the Organizations infrastructure can be cateogrized as a Hard System due to the above-mentioned problem-solving methodology. We do not require any real-world user feedback to understand the performance issues present within the production environment. Rather, we use an engineering a straightforward approach in resolve the issue.

Stakeholder AnalysisMajority of the Stakeholders were present within the original meeting for this proposed Application. These Stakeholders include ABC Health Corporation, CEO: Dr Emma Thomson, the CIO, Mark Davis, head of regulatory affairs, Lisa Johnson, Chief Medical Officer, Dr Richard Haris, Michael Turner the Finance Director and End Users such as Staff and Patients. All these stakeholders are important to the application. Stakeholders importance to the project must be determined based on the direct outcome of the project. Primary Stakeholders are directly influenced by the Project Outcomes and the secondary Stakeholders are those who are indirectly affected. However, still have influence over the project. (Stumbles, Stakeholder analysis 101: A Project Manager's Guide 2024).

Primary Stakeholders:

ABC Health Corporation. Application is directly implemented into this organization.

Michael Turner Will greatly assist in developing financial decisions for the Application and any infrastructure purchases.

Mark David (CIO) Understands the current Technology Environment & will be directly affected by the implementation of the Application.

Patients & Staff. They will be the end users of this Application. The functionality and performance are directly affecting them at the product stage.

Lisa Johnson Required to be a part of all discussions due to security regulations.

Secondary Stakeholders

Dr Richard Haris He is heading into retirement. His previous experience with increased volume in patients is valuable but not key to the projects success.

Dr Emma Thomson Whilst the CEO of the organization. Most things within this project do not need her input but will be needing to be informed regarding any outcomes and achievements of the project.

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Customer Segmentation and Value PropositionBased on the Case Study. We can divide the Customer Segments as followed (numbered in order of importance):

Patients: Ultimately, the goal to remove a significant amount of administrative burden is to relay on the Patients to self-manage their Appointments and potential medical records. The App needs to be targeted towards them first and foremost. To ensure the other Customers to prioritize other needs. Creating knowledge around how the application functions to the Patients will greatly assist them in creating their own appointments, communicate to their doctors etc. The behaviour of this customer, based on the case study suggests this is an aging population. This may mean the Patients are not tech savvy, due to this the Patient struggles with using this application. They reach out to technical support for assistance in creating their appointments etc.

Administrative Staff: These could include some of the Nurses as they may handle some of the administrative burden. These tasks include Patient Appointments and medical records. This directly involves Patients ability to self-manage their appointments and medical records (To an extent). Without the Application functioning well for patients. The Administrative burden remains on this Customer. The Administrative Staff typically call patients to assist with the communication between Doctors and Nurses the Patients have been seeing on a regular basis. Further to this, whilst theyre in contact with the Patient they are required to create appointments and manage medical records. The Application on the other hand, will require administrative staff to login to the application to potentially assist or review the Patients appointments etc. Rather than needing to phone the patients. Theyll be able to use the Application to review this data.

Healthcare Workers: This includes Medical Staff such as Nurses, Doctors. How are they using the application to communicate to their Patients. The ability to effectively communicate to their patience will also directly assist Administrative Staff from requiring communicating to Patients on Healthcare workers behalf. An effective means of communication and knowledge on this communication technique must be provided to this team. A Healthcare worker can login to the Application and communicate either via Live Chat, in application phone system or via in app communication to speak with their Patients directly rather than relying on the Administrative Staff to contact them. This could also allow them to assist in the Patients appointments etc.

IT Team: Theyll be directly involved in ensuring the Technology Infrastructure is able to handle the increased workload this application will introduce. Additionally, theyll be required to provide technical support for the previous three customers. Working directly with the Finance Team and providing analytics of the current environment will greatly assist in receiving the financing they require to implement the Application into a functional environment.

Finance Team: Theyll be directly involved in assisting the IT Team and the overall project in budgeting the finances around the cost of creating this Application. The Finance Team will be required to create budgets around the data the IT Team has provided.

Regulatory Affairs: They will need to be involved with the IT Team directly to discuss any potential security concerns regarding this application and the data kept by it. They must ensure the Business meets any government regulations such as Essential 8 to ensure the Customer data is secure within the organization.

Operations Team: Theyll be required to speak to the first three stakeholders about their current technical knowledge and provide this feedback directly to the IT Team. To help understand how theyre able to create effective training tools to assist the first three stakeholders.

Methodology ComparisonABC Health Corporations Application appears to be able to benefit greatly from an agile approach. The Application development cycle will greatly change throughout its lifecycle. Primarily due to the on-going feedback provided by the Patients, Administrative Workers and Healthcare workers of this application and how their on-going issues around administrative tasks and workload burdens changes and shifts with the organizations growth. Thus, requiring the Project Team to listen and adapt to the feedback given by these Stakeholders.The Agile approach can also be considered to a degree for the Security regulations this application will require. Whilst government regulations such as Essential 8 may not change in the short term. There is a possibility for additional changes to these policies and produces that may occur. The Organization must ensure constant review of these policies are undertaken to ensure they are meeting with the Security standards for their application. However, despite the above requirements of the Application development being agile. Some of the tasks such as IT Infrastructure and Finance would benefit from the traditional Waterfall methodology. Whilst the Application scope may change drastically. IT Infrastructure has been previously stated as needing to keep up with the rapid growth of Technology. Therefore, the Project team can predict the required technology to keep this application alongside other systems running for several years to come. Allowing them to purchase large amounts of new Infrastructure without needing to worry if these needs are to change.

ReferencesEssential eight explained (no date) Essential Eight Explained | Cyber.gov.au. Available at: https://www.cyber.gov.au/resources-business-and-government/essential-cyber-security/essential-eight/essential-eight-explained (Accessed: 30 March 2024).

Essential eight maturity model (no date) Essential Eight Maturity Model | Cyber.gov.au. Available at: https://www.cyber.gov.au/resources-business-and-government/essential-cyber-security/essential-eight/essential-eight-maturity-model (Accessed: 30 March 2024). Patch operating systems, Row 2 "Internet Facing Applications"

Essential eight explained (no date) Essential Eight Explained | Cyber.gov.au. Available at: https://www.cyber.gov.au/resources-business-and-government/essential-cyber-security/essential-eight/essential-eight-explained (Accessed: 30 March 2024).

An overview of the Hard Systems methodology (2015) System Thinking: Approaches and Methodologies. Available at: https://www.burgehugheswalsh.co.uk/Uploaded/1/Documents/Hard-Systems-Methodology.pdf (Accessed: 30 March 2024).

Stumbles, T. (2024) Stakeholder analysis 101: A Project Managers Guide, Project management tips and tricks. Available at: https://www.officetimeline.com/blog/stakeholder-analysis (Accessed: 01 April 2024).

Generalized Notes

Key Problem:

Resistance to change / User knowledge of new application

Ethics or SSM:SSM

Division of Work:

Angus - 1. D & 2.A & 4Sebastian- 1. A. & 2.B & 3Senal - 1. B & C & 2.C & 5

Build of each other assignments to better argue the key problem.

6515735-567587INF30034 Agile Methods for Business Analysis

Assessment Task 2: Business Analysis

Important details

Due date: Soft copy of the assignment report is due on Sunday 26th May 2024 @ 23:59 pm. Presentation due in week 12.

This task is worth 50% of your final mark. It is to be completed in groups of 3 4 students. You need to submit the names of the students that are in your group to your tutor for approval.

Your report should be between 4000-5000 words excluding the diagrams that are required for this assignment.

Introduction

The aim of this assignment is to demonstrate your understanding of business analysis and the nature of business problems in an organisational context.

The learning outcomes covered by this task include:

1 Achieve thorough knowledge of agile methodologies and techniques

2 Evaluate business problems to ensure suitability of an agile approach

3 Apply key business analysis theories and methodologies to agile projects

4 Communicate effectively as a professional and function as an effective leader or member of a team

The tasks

You are required to act as the business analyst for the organisation in the case study and do the following:

Apply ETHICS or SSM to this case study. If you apply SSM, you are required to apply it for two Transformations. To do this, you are required to:

Provide a justification of why you selected the method you did, its strengths and weaknesses for this particular case.

Provide a description of the steps you followed in solving the problem, including any appropriate diagrams, models, etc.

Provide a clear statement of any assumptions you have made in solving the case as there is inevitably limited information in the case.

Provide the outcome(s) (solution(s)) and any other recommendations related to it. This solution should clearly demonstrate how you used the problem-solving methodology as part of your process.

The company in the case study has decided to assess and evaluate the development of a technological solution for the problem outlined in the case study. You need to:

Craft a product vision statement for the solution.

Develop a safe-to-fail probe for the solution using a storyboard.

Discuss the validity of the solution and explain if it can solve the customer's problem and provide the required value.

Develop a story map and write at least 10 high priority user stories with acceptance criteria for the solution. Provide a justification for the selection of these user stories.

Analyse the role of the business analyst in the problem-solving process and identify the issues and challenges that they may face while analysing the problem and developing the solution for the company in the case study.

Compare and contrast agile systems methodology with Ethics and SSM to illustrate how they can address the problems that you have identified in Assignment 1.

You are required to use relevant published references to support your arguments.

Finally, it is expected that all work submitted will have been edited for spelling, grammar and clarity.

Your report needs to follow our standard business report format. Pages need to be numbered and your name must also appear on each page, not just the cover page. Evidence of attention to layout and structure needs to be present. The written submission is to be formatted as a report, word-processed in 12 point font and 1.5 line spacing.

In this assignment, the word count does not include the executive summary, table of contents, appendices and references. Please respect the word count.

Assessment

The report will be assessed on the following criteria (Report is 40% and presentation is 10%).

Criteria Weighting

ETHICS/ SSM 30%

Product Vision and Safe-to-Fail Probe 15%

Story Mapping & User Stories Development 20%

Business Analyst Role and Challenges 10%

Agile vs Ethics vs SSM Comparison 10%

Relevant References 10%

Academic Writing Standards 5%

Total (Report- 40%) 100%

Presentation 10%

Submission

The report should be submitted to TurnItin via the appropriate link in Canvas. Note that Canvas and TurnItIn sometimes have outages beyond our control, so it is wise not to leave submission to the last minute you can overwrite previous submissions.

Academic honesty

The work submitted is to be the work of the individual only, and references must be made to the work of others. Students are referred to the Unit Outline for more details.

Criteria No Pass (0-49%) Pass (50-59%) Credit (60-69%) Distinction (70-79%) High Distinction (80-100%)

ETHICS/SSM (30%) How completely were ETHICS or SSM applied? Have the problems been appropriately described to capture the essence of the methodology and the case study? How effective does the ETHICS/SSM analysis capture the issues in the case study? Have relevant and appropriate assumptions been made while applying SSM/ ETHICS? Does not meet criteria ETHICS/SSM is explained and the reason why this is suitable method in addressing the problems in the case study is discussed. However, the depth of evidence-based arguments is brief. There is an attempt to make recommendations. The arguments made are weakly supported by evidence. ETHICS/SSM is explained in detail and the reason why this is suitable method in addressing the problems in the case study is discussed. Depth of analytical, evidence-based arguments is sound, mostly logical and comprehensive. Some recommendations made and discussed. However, could be further explored. Some of the arguments made are supported by relevant evidence. ETHICS/SSM is explained in detail and the reason why this is suitable method in addressing the problems in the case study is discussed in detail. Depth of evidence-based arguments is sound, logical and comprehensive.

Recommendations are well discussed and the reasoning why they are beneficial is well discussed. Most of the arguments made are strongly supported by relevant evidence. ETHICS/SSM is well explained in detail and the reason why this is suitable method in addressing the problems in the case study is discussed. Depth of evidence-based arguments are comprehensive, consistent and lucid throughout. The recommendations are clearly described and weighted up in detail. All of the arguments made are strongly supported by relevant evidence.

Product Vision and Safe-to-Fail Probe (15%). Craft a product vision statement for the solution.

Develop a safe-to-fail probe for the solution using a storyboard.

Discuss the validity of the solution and explain if it can solve the customer's problem and provide the required value. Does not meet criteria Product vision identified but may lack clarity or development

Safe-to-fail probe developed but with limited validity or detail Product vision identified with some lack of depth

Safe-to-fail probe developed with mostly valid solution Product vision clearly identified with mostly comprehensive analysis

Safe-to-fail probe developed with valid and comprehensive solution Product vision clearly identified with comprehensive and insightful analysis

Safe-to-fail probe developed with valid, comprehensive, and insightful solution

Story Map & User Stories Development (20%). Develop a story map and write at least 10 high priority user stories with acceptance criteria for the solution. Provide a justification for the selection of these user stories. Does not meet criteria Writes at least 10 user stories with minimal or unclear acceptance criteria. Provides a minimal or unclear justification for the selection of the stories. Writes at least 10 user stories with clear and concise acceptance criteria. Provides a clear and concise justification for the selection of the stories. Writes at least 10 user stories with exceptional acceptance criteria. Provides a compelling and well-supported justification for the selection of the stories. Writes at least 10 user stories with outstanding acceptance criteria. Provides a convincing and thorough justification for the selection of the stories.

Role of the business analyst (10%). How well have the issues and challenges that the business analyst will face while analyzing the problem for system development been addressed and discussed? Does not meet criteria Depth of evidence-based arguments is brief. The arguments made are weak and/or lacking evidence. Depth of analytical, evidence-based arguments is sound, mostly logical and comprehensive. Some of the arguments made are supported by relevant evidence. Depth of evidence-based arguments is sound, logical and comprehensive. Most of the arguments made are strongly supported by relevant evidence. Depth of evidence-based arguments comprehensive, consistent and lucid throughout. All of the arguments made are strongly supported by relevant evidence.

Methodology Comparison (10%). Have the appropriate aspects of AGILE and the other methodology been compared? How appropriate are the descriptions of the comparison between AGILE, SSM and ETHICS been conducted? Does not meet criteria Depth of analysis is shallow, confused or undeveloped. Unsubstantial or invalid arguments are based on anecdotes and generalizations only, or no analysis at all. Depth of analysis is mostly sound and is logical and comprehensive with some inconsistencies. Some arguments and analysis are grounded in literature. Depth of analysis is sound and is mostly logical and comprehensive. Most arguments and analysis are grounded in literature, and show consideration of options. Depth of analysis is comprehensive, consistent and lucid throughout. All arguments and analysis are well grounded in literature, and show consideration of a range of options.

Referencing (10%). Does not meet criteria Inconsistent or poor referencing.

Demonstrates use of credible, relevant sources related to the selected topic. Good referencing with some errors or incompleteness.

Demonstrates consistent use of credible, relevant sources related to the selected topic. Referencing is mostly accurate and complete.

Demonstrates skillful use of highquality, credible, relevant sources related to the selected topic. Referencing is accurate and complete with attention to detail.

Consistently demonstrates skillful use of high quality, credible, relevant sources related to the selected topic.

Academic writing standards (5%). Does not meet criteria Poor writing standards

Little use of formal academic style. Grammar is poor, report is Repetitive. The submission has some sort of structure. Good writing standards with some errors or incompleteness

The submission has a defined structure and some flow between and within sections. Writing standards are mostly accurate and complete.

The submission has a well defined structure and flow between sections. Writing standards are accurate and complete with attention to detail. The submission has a polished and professional structure and a clear flow between and within sections

Total (100%)