A crash course in system analysis (part 2)

Data Gathering Techniques

In putting together a clear understanding of the problem or need, specific data gathering techniques can assist the analyst by complementing the questioning techniques:

Interviews: Interviewing all persons associated with the system and asking the above questions will assist in seeing the problem or need from a variety of perspectives. It allows the opportunity to ask, "What do you recommend?"

Observation: Observing a process in the users own environment, or getting a demonstration of the process or problem, combined with asking the aforementioned questions, provides insights to define the need or problem. Visit the user area and experience what the user sees and feels.

"Walk in the users shoes”: Sometimes it is possible for the analyst to perform the function. This will give a sense of user experiences.

Surveys: Surveys can reveal problems, needs and opportunities not discovered with other techniques. A person completing a brief survey (less than five minutes) may disclose problems, issues, processes, or solutions not seen through other data gathering techniques.

Formal Reports: Many times formal reports and user documentation reveal needs or problems. This requires the writer to understand the problem - before they can write about it.

Professional Journals: Articles on subject areas provides others’ positions. Diverse opinions offer new insights.

Peer Groups: Attending professional peer group meetings can provide one-on-one roundtable dialogue, and perspectives to a problem or need.

Committees: Following a structured meeting process using recorders, leaders, timers and facilitators can make for effective meetings. Tools such as brainstorming, nominal group technique, affinity diagrams, Delphi method, weighed voting, and multivoting can provide committee and team consensus and priority setting, as well as the power of group solutions.

Data gathering techniques provide the opportunity to continually ask questions until the system or problem is defined from all perspectives - users, management and others impacted. And, with each technique ask, "what do you recommend?"

Promote Interaction and Dialogue

The question technique promotes user and staff interaction and dialogue. Since the person asking the questions and the person answering the questions are needed in this approach, there develops with this question technique a better understanding of the process by both parties. Dialogue and interaction are certainly necessary in a systems analysis approach.

Case Study I

Why, What, Where, Who, When and How

The Chief of a hospital emergency department believes the registration staff is collecting inaccurate patient data. He makes this accusation because he once saw a registration form with a missing diagnosis. In addition, the Chief observes emergency patients waiting over ten minutes to register - and being delayed from getting into the clinical process. The 5WH can be used to help define and resolve the situation.

The first step is to define the present system. By interviewing the registration clerks, manager, and administrator, and observing the physical layout of the environment, one can develop an understanding of the current process, such as methods of registration, accurate registration, etc.

· Asking, "Why do patients have to register here?" will document the need. Asking why each question is necessary may determine where the answers are to be used.

· The question "Whatis happening?" documents the method of registration.

· Asking, "Where it is happening?" allows one to define and understand the physical area and its limitations.

· Asking, "Who is doing it?" documents the staff doing the registration.

· Asking, "When the process occurs?" documents that the patient is put on a waiting list, and then assigned to the next available registrar.

· Asking, "How the registration process is done?" documents the registration method such as what data the patient provides directly, what is asked, and how it gets into the system.

 

Documentation of the above will include data flow diagrams and flow charts showing the present registration process including times to register, questions asked of the patient, and the places of registration. The draft document can be reviewed with those interviewed to elicit feedback and clarification.

Eliminate, Change, Combine, and Simplify

The next step is to look at the narratives and flow charts: Can a step be eliminated? Is it really necessary for the patient to go on a list? Can pre-registration patients report directly to the clinical area? Can the patient be been seen by a nurse or physician immediately? Can the list be eliminated and patients assigned to a registrar? All questions are designed to determine if this step can be eliminated.

Can something be changed? Rather than a list can there be a window for non-emergency patients, such as patients having only a blood test?

Can something be combined? Can the receptionist who maintains the list also triage the patient? Can patients be pre-registered and report directly to the ancillary service?

Can the process be simplified? Can the computer ask the questions more clearly, rather than having the registrar learn esoteric and frequently changing questions? Do we need all these questions?

“What do you Recommend?”

As the interview takes place, a clerk who has been asked for an opinion and recommendation may respond with, “I see the same patient all the time. We know who they are. Why not let them register over the Internet from home? This way they can confirm all answers without seemly being hurried - as well as the frustration of waiting in line.”

A nurse might recommend expansion of this answer, “after they register on the Internet, let me see it. Maybe I can e-mail them a method of treatment so they do not even have to come to the emergency department.”

A physician might offer an additional recommendation. “Let the patients sit at the computer themselves and enter their history and problem. This would be less hectic for some patients and provide more accurate data for me to review prior to seeing them. I can also focus on specific questions and feel better they have not forgotten to tell me something important about their history or problem.”

2. Make a written translation of the text: