Customer Analysis (Document)
The
customer analysis is the
business (re)engineering
requirements work
product that documents the results of the analysis of the
customer organization’s current business
enterprise.
The typical objectives of the customer analysis are to:
- Document the results of the customer analysis task.
- Document the customer organization's current
business.
- Provide a solid foundation on which to make
recommendations for improving the customer organization.
The typical benefits of the customer analysis are:
- Analyzing the customer organization's current business
enterprise provides a solid fooundation on which to make
recommendations for improving it.
The typical contents of the customer analysis are:
- Business Analysis:
- Business Plan
- Mission Statement
- Core Values
- Lines of Business
- Target Market Segments
- Products and Services
- Business Object Model
- Business Process Model
- Organizational Analysis:
- Organizational Structures:
- Management Structures
- Business Units
- Stakeholders
- Partners
- Suppliers
- Technology Analysis:
- Current Applications
- Technology Capabilities:
- Staff Experience and Training
- Data Centers
- Contact Centers
- Technologies
- Conclusion
- Appendices:
- Currently Planned:
- Initiatives
- Business Changes
- Applications
- Major Issues
- TBDs
- Assumptions
The typical stakeholders of the customer analysis are:
- Producers:
- Evaluators:
- Approvers:
- Maintainer:
- Users:
-
Business Strategy Team, which uses the customer
analysis to:
- Develop the business vision statement.
- Architect the business.
A customer analysis is typically produced during the
following phases:
The customer analysis can be started if the following
preconditions hold:
The typical inputs to the customer analysis include:
- Documentation:
- Customer organization mission statement
- Customer organization chart
- Customer organization marketing materials
- Other relevant customer organization documents
-
Customer Stakeholder Profile
- Stakeholders:
- This is a living document that is developed incrementally
and iteratively in parallel with other documents (e.g.,
market analysis).
- This document should typically produced during the
business strategy phase of a
business reengineering project However, it may also be
either created or updated during the initiation phase of an
application development project.
The customer analysis is typically constrained by the
following conventions:
-
Content and Format Standard
-
MS Word Template
-
XML DTD
-
Inspection Checklist
-
Example Customer Analysis