Assignment 2: Case Study

Top Kitchen is a manufacturer of small household appliances, including blenders, mixers, toasters, bread makers, deep fryers, and many other products. Top Kitchen focuses on high-quality products that are durable and long-lasting. Top Kitchen has grown organically over the years from a small family business into a medium-sized manufacturer.

Top Kitchen founder Stella Grisley started the business due to her love of family-cooked meals. This attitude of helping families prepare and eat more meals together led to strong values of customer service and product reliability. In the early days, the customer service department was staffed by members of Stella's local community. She knew these people personally, and they shared her values. As a result, the customer service department exemplified what Top Kitchen was all about. Each staff member devoted personal care and attention to each customer request.

As the company grew, the demographics and tone of the customer service department changed and turnover increased. The group took on more of a typical call centre feel, and performance of the department suffered.

In earlier times, the individual commitment of the staff members was all that was needed to make the department run successfully; no strong processes were needed. With that commitment now lacking, management has decided to carry out a business process improvement project in the customer service department of Top Kitchen.

You are the BA on this business improvement project for Top Kitchen. You have met with Stella and other stakeholders in the company to draw our information and uncover the business needs and problems.

After your meetings with the stakeholders, you took down these notes in your Onenote collaboration tool, indicating the following business needs:

to establish consistent behavior; and

to establish a performance baseline and the opportunity for future improvement.

Case Study Questions

In a Word document, not exceeding four pages and following APA formatting, complete the assignment according to the following instructions.

• Which 2 guidelines and tools can the business analyst use to confirm the elicitation results? Explain.
• Identify 2 techniques that will be most beneficial in confirming the elicitation results from Stella and Top Kitchen stakeholders and provide justification for your response.
• Judging by the documented elicited result above, do you think that the business analyst has gathered enough information to uncover all the business needs and problems? Justify your position.
• Which 2 elements in the confirming elicitation chapter should the business analyst consider when confirming the documented elicitation results with the client and why?

Provide personal examples and references to the BABOK or course materials, where needed, to justify your arguments.