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Client Interview Requirements Gathering Workshop by cut16095

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									Client Interview & Requirements
Gathering Workshop
ITEC 630 Kogod School of Business

Eric Bristow, Don Draper, Marisa Thomas
Deloitte Consulting LLP
September 14, 2009
Agenda

Introductions
How to Have a Successful Client Meeting
Tips and Tricks for a Successful Interview
Case Study: Audit Application
Group Presentations




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Introductions
   Eric Bristow
    – Senior Manager at Deloitte Consulting. Joined firm in April 2002
    – University of Virginia, BS in Systems Engineering, concentration in Management and
      Computer Information Systems
    – Has over 8 years of experience working on and leading small to large systems
      implementation efforts

   Don Draper
    – Manager at Deloitte Consulting. Joined firm in March 2006
    – University of Maryland, MBA „05, concentrations in Finance and Strategy
    – Has 10 years of experience with the system development lifecycle including
      requirements analysis, system design, development, testing, and implementation




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   Marisa Thomas
    – Senior Consultant at Deloitte Consulting. Joined firm in July 2006
    – Kogod MBA ‟06, concentrations in IT Management and Marketing
    – Has experience as a functional lead for a Rapid Application Development team
How to Have a Successful Meeting

 Set Objectives
 Select Appropriate Client Personnel to Interview
 Determine the Type of Interview
 Consider Outside Information
 Develop an Agenda
 Decide on a Method of Documentation




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Step 1: Set Objectives

 The first step is to establish a clear focus for the
  interview
 Important questions to ask yourself are:
 – What types of information do I expect to get from the interview?
 – Is this the best way to get the information I need?
 – Are there any “gaps” within the information I have that may
   require client interaction?




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Step 2: Select Appropriate Client Personnel

 Do your homework by knowing the organizational
  structure of your client
 Learn as much about your client before coming into
  the interview
 – This will help to gear the interview towards each person‟s
   position and personality
 – By doing so you will establish credibility and rapport with the
   interviewee




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Step 3: Determine the Type of Interview

 One on One Interview
 – Typically more comfortable for the interviewee
 – Interviewee may be willing to share more information than
   when in a group environment

 Group Interview
 – Great way to get a range of information in a short amount of
   time
 – May be difficult to schedule




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Step 4: Consider Outside Information

 Gather as much information as possible
 – Review public forms, reports, manuals and other forms of
   available information

 This will increase the efficiency of the time with
  your clients




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Step 5: Develop an Agenda

 Documents your objectives and goals for the
  meeting
 Helps make sure that important points are not
  overlooked
 Keeps the interview moves in a logical progression




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Step 6: Decide on a Method of Documentation

 Decide how information will be documented
 – Will someone take notes?
 – Will the meeting be audio or video taped?

 Establishing this before the meeting will help the
  meeting run smoother and guarantee that all
  important points are captured




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Tips and Tricks for a Successful Interview

 Lead the conversation with the information that you
  already know
 Consider the interviewee‟s knowledge and role
 Paraphrase important findings throughout the
  interview to make sure you have accurate
  understanding




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How to Get the Information You Want

 Ask lots of open ended questions
 Use phrases and words that are easy to
  understand
 Avoid biased or loaded questions
 Don‟t hesitate to move the interview along with
  guiding questions
 Ask for the opportunity to follow up after the
  interview to fill in any gaps you may have




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Case Study: Instructions

   Break into your teams (or teams of 3-4 people)
   Discuss your approach to scenario
    – Questions to ask
    – How to prepare (prep, research, etc.)
    – Possible Agenda
    – Role and Responsibilities

 Designate a group spokesperson to present your
  approach




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 Activity Discussion Time: 10 minutes
 Presentation Time: 5 minutes per team
Case Study: Audit Application
   Client: The Audit Department who is responsible for cooperating with
            and responding to audit requests from various auditing agencies.
           They are the main liaison between these audit agencies and the
           department(s) within the company affected by the audit.

   Application Purpose: To automate and simplify the process of tracking
                         all documentation necessary for audits.

   Current process: The process is manual and outdated, and change is
                     necessary in order to enable a more efficient,
                     streamlined audit tracking process.
                       Multiple individuals are involved in the process, so
                       the automation of the business process will also
                       reduce chance of duplicate efforts made within the




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                       team.
    How would you prepare for your first client interview?
                                                                    Questions




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