Client Interview & Requirements Gathering Workshop

1. Client Interview & Requirements Gathering Workshop ITEC 630 Kogod School of Business Eric Bristow, Don Draper, Marisa Thomas Deloitte Consulting LLP September 14, 2009

2. Agenda

3. 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 • 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

4. 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

5. 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?

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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 • Activity Discussion Time: 10 minutes • Presentation Time: 5 minutes per team

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

15. Questions