change control

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Business vs. Functional Requirements

Symeshia Lias

Scope Project Management

PMG501-31

Dr. Clark

March 24, 2024

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Business Requirements

Improved Emergency Response Time

The emergency treatment time needs to be enhanced, which is one significant business

requirement underscored in the Rosa County case study. The latest case when a child was stolen

emphasized the need for a consolidating system that includes the rapid and accurate dispatch of

emergency response services. The problems, such as missed delivery due to the incorrect address

on parcels and communication failure, resulted in harsh public criticisms from the media and

consequently affected public safety. Therefore, the newly implemented system emphasizes

shortening response times to prevent risks and resume confidence invested in the county's public

safety services.

Enhanced Call Center Efficiency

The call center, which was already operating before the virus announced to the public,

was facing the challenge of increased call numbers and a weak system, which led to

inefficiencies and frustrations among personnel, which implies focusing on performance

improvement at call center operations to address higher volumes of calls efficiently addressed.

The process is advanced further by offering the best training for personnel, improving

procedures, and providing technical support for crisis management to run effectively (De

Andrade & Tumelero, 2022). Conversation of the call center that operates smoothly and would

lead to timely response, accurate handling of emergency calls, and providing safety for both

callers and responders is a must-have.

Enhanced System Functionality

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The builders should pay attention to avoid causing an enormous disturbance to the

system's functioning during the updating process. While on the system upgrade, a business

requirement is that any Labor disruption to call taker and dispatcher activities should be halted.

Physical reconstruction of the call center, which may result in permanent/temporary setbacks in

sustaining the smooth running of the business, is a significant challenge. This means that it is

important for the transition to be managed thoroughly to minimize any downtime or

discontinuity in emergency services. This revenue source demonstrates the necessity of careful

looking ahead, coordination, and interaction among involved institutions to minimize service

disruptions.

Functional Requirements

Address Accuracy and Integration

The functional requirement describes implementing a system that captures and

simultaneously integrates accurate information related to addresses for the immediate emergency

response. It is those things: methods for checking addresses, using geospatial (GIS), and real-

time database updates to call upon emergency dispatchers accurately (Wei et al., 2022). The

induction of the dispatch system will be successful if the address data, the fire department, and

many other departments can be integrated seamlessly. It will play a significant role in preventing

incidents such as over the New Year weekend.

Call Processing and Router's Effectiveness

Functional needs constitute road-assignment optimization and call handling, which

eventually increases efficiency. They include capabilities such as preemption of emergency

signals, automatic call sorting, continuous status updates to emergency workers, and real-time

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communication across various levels of emergency professions (Xu et al., 2023). By integrating

these features, the new system will reduce the duration of emergencies and heighten the

efficiency of the entire action.

User Training and Support

Regarding functional demand, continuing additional training for call center employees in

managing all sorts of queries is also important. This will involve training on the operational

workings of the systems, personal protective equipment, emergency procedures, and

communication protocols and setting up technical support mechanisms for troubleshooting.

Good training and backup are fundamental in helping the staff answer correctly, handle

emergencies well, and react to risks.

Comparison and Contrast

A business requirement normally involves a set of overarching goals and objectives,

including improving response times, increasing efficiency, and minimizing disruptions. On the

other hand, functional requirements are more specified in terms of specific features and

capabilities needed to achieve the overarching goals and objectives. Semantically, business needs

and priorities determined by business requirements are transformed into function requirements

specifications that drive system development and implementation. Business requirements enlist

the achievement of strategic objectives and engagement with stakeholders' expectations, while

functional requirements focus on technical aspects of system design and functionality

operationally. Even though the business requirements steer the system as a whole and increase

the efficiency strong reasons, the functional requirements give the detailed specifications and

capabilities needed for those objectives.

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References

De Andrade, I. M., & Tumelero, C. (2022). Increasing customer service efficiency through

artificial intelligence chatbot. Revista de Gestão, 29(3), 238-251.

https://www.emerald.com/insight/content/doi/10.1108/REGE-07-2021-0120

Wei, Z., Liu, F., Masouros, C., Su, N., & Petropulu, A. P. (2022). Toward multi-functional 6G

wireless networks: Integrating sensing, communication, and security. IEEE

Communications Magazine, 60(4), 65-71.

https://ieeexplore.ieee.org/abstract/document/9755276/

Xu, S., Yang, L., & Liu, G. (2023). An Enhanced Deep Reinforcement Learning-Based Global

Router for VLSI Design. Wireless Communications and Mobile Computing, 2023.

https://www.hindawi.com/journals/wcmc/2023/6593938/