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The stakeholders whom information would be collected from would be the call takers at the call center and the executives of the unit. The call centers would be important to get feedback from since they are the ones who work with the systems, are interactive with them, and would be in a better position to know what would be required. The executives would need to be consulted for purposes of approval of any plans, which would need to be implemented in making the office space larger and more usable while reducing the overhead of calls for the call takers. Stakeholder classification affects requirements collected due to the point of view learnt from the different stakeholders. Having a project and collecting information from stakeholders who do not understand the internal controls of the working unit would lead to a poorly implemented project. The stakeholders whom requirements are collected from need to have knowledge of systems used in the department to provide sufficient information for knowledge on the areas requiring upgrades .

In collection of requirements, I would use techniques such as brainstorming, observation; interact with the interface and conducting one-on-one interviews. The reason for this is so that I can have a personal experience of the system through interaction with the interface to understand the problem areas of the system. Also communicating with frequent users of the system to have deeper insight of challenge areas, which do not manifest themselves with one time use and are only detectable through continued use of the systems, is recommended. In my opinion, the process of collection of requirements should take twelve working days so that there is ample time to hear different employees out and their different issues and experiences with the systems .

Good job.

From a PM perspective - how would you know that you have the correct Subject Matter Expert (SME) to help derive the requirements?

What tools would you use or who could help you identify the correct SME?