The document is a requirements analysis for Talentset Gateway Ltd, focusing on the implementation of Key Performance Indicators (KPIs) in their operations. It is divided into two parts: a rich picture diagram outlining the organizational environment and a use case diagram for the current KPI pilot study across various departments. The analysis also discusses the impacts of key actors in the organization, current cultural dynamics, and various IT provisions and challenges within the head office.

1. COMP 1645 : Requirements Analysis
Due Date : 26/04/2017
School Name : KMD (Yangon, Myanmar)
Part A Word Count: 979
Total Word Count : 2816

2. Tables of Contents
Introduction……………………………………………………………………………………………. 3
A1. Rich Picture of the complete TG environment………………………………………………… 3
A1. 1 Introduction…………………………………………………………………………….. 3
A1. 2 Rich Picture……………………………………………………………………………. 4
A2. Discuss of the overall TG environment………………………………………………………… 5
A2. 1 Introduction…………………………………………………………………………….. 5
A2. 2 Key actors and their impact on the environment…………………………………… 5
Impact of Managing Director Fiona Santander………………………………….... 5
Impact of Sales and Marketing Director Mike Hutchinson………………………. 5
Impact of Finance Director Winnie Yip…………………………………………….. 5
A2. 3 Current culture and subculture of organisation…………………………………….. 6
A2. 4 Key issues and areas of conflict……………………………………………………… 6
A2. 5 Current IT provision and related issues at Head Office……………………………. 6
B1. Use Case Diagram for the current KPI pilot Study………………………………………….... 8
B1. 1 Use Case diagram for the current KPI pilot study for courses department……… 8
B1. 2 Use Case diagram for the current KPI pilot study for sales department…………. 11
B2. Document of Use Case Diagram……………………………………………………………….. 13
B2. 1 Primary scenario for each use case in the system ……………………………….. 13
B2. 2 Two secondary scenarios from the primary scenario…………………………….. 16
B3. Discuss how the Use Case Diagram modelling helped to develop of current environment. 17
B3. 1 Process of developing and documenting with identify key actors, processes
and areas………………………………………………………………………………………. 17
B3. 2 Question and answer of real life…………………………………………………….... 17
Reference………………………………………………………………………………………………. 18

3. Introduction
Talentset Gateway Ltd (TG) i the largest provider of skills training in the country. It head
office is located in the West End of London and contain seven teams: Managing Director and
associated admin team, Finance, Human Resources and Operations, Sales and Marketing,
Administrative Services, Course Management and ICT. Currently, Managing Director is Fiona
Santander and after running six months of the KPI pilot study.
According the case study, there have “Part A” and “Part B”. In “Part A”, there have two
sections. The first one is rich picture diagram of complete TG environment and the other one is
discuss overall of TG environment including key actors and their impact, current culture and
subcultures of organisation, key issues and areas of conflict and current IT provision and issues.
In “Part B”, there have three sections and they are use case diagram for current KPI pilot
study of courses and the sales department, documents of these use case diagrams and discuss
about the use case modelling.
At the end, there have a conclusion section and
Part A - Requirements Analysis using Rich Pictures
In Part A, there have two sections and first section is rich picture and the second is
discuss of the overall TG environment.
Rich Picture of the complete TG environment
Introduction
A rich picture can be used to create a preliminary mental model and helps to open
discussion and shared the situation of understanding. This is the originally developed by Peter
Checkland and it is one of the Soft Systems Methodology (SSM). According to Peter
Checkland’s guideline, the following things must be considered when draw a rich picture. There
are structures, processes, people, issues that is expressed by people and conflict. In this
section, drawing a rich picture by following these guideline.
Citation
(2016, May 12). Rich Pictures | Better Evaluation.
http://www.betterevaluation.org/en/evaluation-options/richpictures

4. Rich Picture
The photo of rich picture diagram size is too height and in this document cannot see all image.
In zip file, the original photo will added.

5. Discuss of the overall TG environment
Introduction
In this section, discuss about key actors and their impact, current culture and subcultures
of organisation, key issues and area of conflict within the organisation and current IT provision
and issues that are related at Head Office.
Key actors and their impact on the environment
Key actors means who have a high influence and high interest at the organisation and
main person for the organisation. It means the organisation can stop when the key actors are
not available. The following actors are the key actors for TG organisation.
● Managing Director Fiona Santander
● Sales and Marketing Director Mike Hutchinson
● PA of Sale and Marketing Director Johnny Greenwich
● Finance Director Winnie Yip
● Finance Administrator Kofi Kankam
● Finance Administrator Amanpreet Gill
Impact of Managing Director Fiona Santander
According to TG structure, Managing Director is the member of Senior Executive Board
(SEB). Fiona Santander appointed as Managing Director in March 2015 and she want to
introduce the idea of key performance indicators (KPIs) for TG. She want to cost efficiencies
and want to identify poor quality or unpopular courses, and review staffing level. So, she
introduced a number of KPIs for each course and Sale productivity document that include some
KPIs.
Impact of Sales and Marketing Director Mike Hutchinson
According to TG structure, Sales and Marketing Director is the member of SEB that
make the key decision for TG not include Head of Course Management and Head of
Administrative. He didn’t vote for Fiona Santander as Managing Director because he doesn’t
like KPIs.
Impact of Finance Director Winnie Yip
According to TG structure, Finance Director is the one of the member of SEB. So, she
vote for Fiona Santander as Managing Director because she doesn’t like Tom’s (Ex Managing

6. Director) family friendly policy. She likes the idea of KPIs because it can review the target with
the staff performance. So, she help a lot to success of KPIs by collecting and analysing of the
KPIs data for the sale staff with Amanpreet and for the course with Kofi. She produce macro
that can make report including a number of graphs for Amanpreet and Kofi and set up a master
spreadsheet for Kofi. Also, she meet with her administrator and solve their problem. For
Amanpreef, she meet with Mike, Sale Director and discuss the problem of incomplete and
unsubmit spreadsheet and for Kofi, she allow to collect only three courses instead of 10
courses.
Current culture and subcultures of organisation
Current is the running of PKIs pilot system and that is the idea of MD, Fiona Santander.
Fiona promise the board to improve profits and raise the company profile by cost efficiencies.
So, she want to know which course are poor quality or unpopular courses and who have good
feedback from individual client or employer. And then, she introduce some KPIs for each course
and feedback form for students or employer at the end of a course.
She also produce ‘ Sales productivity’ document for sales team. There have two sales
teams in TG: Telesales executive team and employer executive team. So, she produce two
types of spreadsheet for these two teams and each member of the sales team would be daily fill
the spreadsheet. Currently, collecting and analysing the KPIs data will be manually and she told
the board to make this as a systems and want to add as one of the features of ebooks.
Key issues and areas of conflict
MD and Finance director believe that KPIs can make more benefits at the future. After
running six months of KPIs pilot, they know which courses are very unpopular and some trainer
are more better than others. But Sales Director, IT Director and most of staff believe that they
have more job to do and feel to monitor.
There are some conflict through the KPIs pilot study: between Finance director and sales
director, between Johnny, PA of sales director and Amanpreef, Finance Administrative. Finance
director request to sales director for enforce to fill spreadsheet for each staff at sale department
and sales director think that is not necessary. The other conflict, Amanpreef is want to send all
staff spreadsheet at the each monday afternoon and Johnny cannot send all the spreadsheet.
So, finally they decided to send Tuesday 5pm is the last date and if not send some spreadsheet
of staff, they will be the zero fill.
Current IT provision and related issues at Head Office
At the center of IT infrastructure of TG’s Head office, there is an online booking system
known as eBook that is used for payments, register attendance, produce certificates and some
reporting. Recently, they develop ‘the learning gateway’ that can be used for register/pay for,
and study and appropriate courses online for individual client. The system is now testing and
hope to run next year.

7. Current time is running the PKIs pilot system and there have to collect the spreadsheet
from sale and course departments and analyze them. Now these job will be done by two staff of
Finance department, Amanpreet and Kofi, Finance administrators. Amanpreet print off
‘employer book report’ by using eBook and manually add the data into own spreadsheet for
Employer sales executives. For Telesales executives, ‘individual client booking’ report can be
used for collect KPIs but that report contains a lot of unnecessary datas.
For Kofi, use ‘monthly course start report’ that is the report of courses list running during
that month and use this report to fill some information at own spreadsheet and then, use ‘
course completed report’ that contain students information for each course and fill some
information at own spreadsheet. So, currently use to print out two report to fill at spreadsheet.
At both case of collecting KPIs and analysing, they run macro to get report that will send
MD and Director of Finance via email after finish filling spreadsheet. So, it could be the
automatically generate by using eBook.
Part B - Requirements Analysis using Use Case
Modelling

8. Use Case diagram for the current KPI pilot study
Use Case diagram for the current KPI pilot study for courses department
Figure 1

9. Figure 2

10. Figure 3

11. Use Case diagram for the current KPI pilot study for sales department
Figure 4

12. Figure 5

13. Document of Use Case Diagram
Primary scenario for each use case in the system
Figure 1
Use Case: register course
Actor: course director
Description: Register course for 10 training center.
Use Case: record start/end dates of course
Actor: tutor
Description: when the course start to announce for open, enter the record of start and end dates
of this course into eBook.
Use Case: booking for course
Actor: clients, employers
Description: In the case of booking for course, there will be two ways: the first way is individual
client will book for the course online directly using eBook and the employers (sale staff) can
make the bookings for employers.
Use Case: register how many students start course
Actor: tutor
Description: register the number of student, who booking the course, who attend the course.
Use Case: register how many students complete start course
Actor: tutor
Description: register the number of student who completely attend the course.
Use Case: register how many students pass start course
Actor: tutor
Description: register the number of student who completely attend and pass the exam of course.
Figure 2
Use Case: produce KPIs
Actor: Managing Director
Description: MD produce some KPIs for each course because she want to know which courses
are unpopular.
Use Case: print off monthly course start report
Actor: Finance administrator (Kofi)

14. Description: Print out the report from the eBook to fill the spreadsheet and there will be include
300 different courses for 10 course of 10 training center.
Use Case: highlight three course
Actor: Finance administrator
Description: Highlight 3 courses from report.
Use Case: set up spreadsheet for month
Actor: Finance administrator
Description: Fill the information that is highlighted courses into master spreadsheet that is set up
by Winnie, Finance Director.
Use Case: print out course completed report
Actor: Finance administrator
Description: Print out course completed report from eBook that include some information of
students in each course.
Use Case: enter information into spreadsheet for appropriate course
Actor: Finance administrator
Description: Fill the information into spreadsheet but all informations from report doesn’t need to
full. Only fill for appropriate course information of students.
Use Case: receive email contains completed questionnaires
Actor: Finance administrator
Description: receive email at the end of the course and need to print out these questionnaires.
Use Case: enter information into spreadsheet
Actor: Finance administrator
Description: Need to fill the information into spreadsheet from the printed out.
Use Case: find employer details from eBook
Actor: Finance administrator
Description: When the complete course, find the employer details who finished the course from
eBook for the case of ‘employer feedback form’.
Use Case: send email employer ‘employer feedback form’
Actor: Finance administrator
Description: Send email employer, who passed the course, the feedback form.
Figure 3
Use Case: run macro
Actor: Finance administrator (Kofi)

15. Description: After all fill in the spreadsheet run the macro that is wrote by Winnie, Finance
Director to produce the report with some graphs.
Use Case: produce report
Actor: Finance administrator
Description: Produce the report with some graphs for Finance Director and MD.
Use Case: send report via email to Finance Director
Actor: Finance administrator
Description: Send the email to Finance Director of produced report.
Use Case: send report via email to MD
Actor: Finance administrator
Description: Send the email to MD of produced report.
Figure 4
Use Case: produce KPIs telesales executive team
Actor: MD
Description: Produce some KPIs for telesales executive team that include number of phone
calls answered per week/month, etc,.
Use Case: produce KPIs employer executive team
Actor: MD Produce some KPIs for employer executive team that include number of meeting
with employer per week/month, etc,.
Description:
Use Case: fill the KPIs spreadsheet
Actor: Staffs at sale department
Description: Both staffs of telesales executive and employer executive team fill the KPIs
spreadsheet daily.
Use Case: collect all staffs spreadsheet
Actor: PA of Sale Director
Description: Every week PA of Sale Director collect the KPIs spreadsheets from both of all
staffs.
Use Case: send all spreadsheet as zip via email
Actor: PA of Sale Director
Description: After collecting the spreadsheets, zip them a send mail to Amanpreet, Finance
administrator.
Use Case: receive email and unzip file

16. Actor: Finance administrator (Amanpreet)
Description: Receive the email from PA of Sale Director and unzip the attachment file and get
the all spreadsheet of all sale staffs.
Use Case: check email for all staff complete or submitted
Actor: Finance administrator
Description: Check the number of spreadsheet with the list of all sale staff and check the
spreadsheet that is complete ful or not.
Use Case: send email back if incomplete or unsubmitted
Actor: Finance administrator
Description: If there has uncompleted or unsubmitted, send email to PA of sale director again
and say to fill and send back.
Use Case: fill the data into spreadsheet
Actor: Finance administrator
Description: After all collect the KPIs spreadsheet, fill the data into own spreadsheet.
Figure 5
Use Case: run marco
Actor: Finance administrator (Amanpreet)
Description: After all fill in the spreadsheet run the macro that is wrote by Winnie, Finance
Director to produce the report with some graphs.
Use Case: produce report
Actor: Finance administrator
Description: Produce the report with some graphs for Finance Director and MD.
Use Case: send report via email to Finance Director
Actor: Finance administrator
Description: Send the email to Finance Director of produced report.
Use Case: send report via email to MD
Actor: Finance administrator
Description: Send the email to MD of produced report.
Two secondary scenarios from the primary scenario
In this section, discuss about secondary scenarios of figure 1 and 4.
Figure 1
Actor: Training Manager

17. Secondary Scenarios: He/She meet with Head of Course Management once a month in Head
Office at london. Discuss all issues that affect all the center. So, also including which course
need to open more or less, which course are more popular than others.
Rewrite: Training Manager meet with Head of course at Head office and decide which course
need to reopen or which course need to close and set up the informations of course into
eBooks.
Figure 4
Actor: Finance Director
Secondary Scenarios: Finance Director, Winnie doesn’t involve directly for this process. But she
wrote marco for her finance administrator to produce macro with some graphs.
Rewrite: PA of the Sale Department collect the spreadsheet from all sale staffs and send email
to finance administrator. FA check the spreadsheet and if all complete, enter the information into
own spreadsheet and run the macro to produce the report and that report will be sent to Finance
Director and Managing Director.
Discuss how the Use Case Diagram modelling helped to develop
of current environment
Process of developing and documenting with identify key actors, processes
and areas
Need to read case study and pilot study review interviews for analysing the actor,
processes and areas. After that, we can see which actor are key actors, processes and areas.
We can clearly see how to run PKIs pilot system by processing of key actors. The key actors for
PKIs pilot system are Managing Director, Finance Director, Sales Director, two Finance
Administrators and PA of Sales Director. Some structures, processes, issues and conflict of rich
picture are the some function of use case diagram.
Question and answer of real life
Question To : Head of Course Management (Lisa Banda)
Question 1: If SEB decide to add Head of Course Management as a member, it is good or bad
for organisation?
Question 2: Currently there has a meeting per month at Head office, so, do you want to online
meeting with them? Why or why not?
Answer 1:It is good for organisation i think because in the pilot case, i can’t give any suggestion
about feedback problem. TG is the training center and i think head of course management is a
one of member of SEB. If so, i can directly discuss the issues that affect all the centers.
Answer 2: I don’t want online meeting because of HR. I want to meet with my training managers
and i want to listen the problem men-to-men.

18. Question To : IT Director (Georgios Savvas)
Question 1: How do you think eBook software need to update? Why or why not?
Question 2: Why do you think Managing Director going to bring in software consultant for
changing the eBook software?
Answer 1: If the PKIs system want to run, eBook software need to update but i don’t like the
PKIs system. Currently the PKIs pilot system run manually and it take so many time to fill the
information that why need to update eBook software. We need to reduce our staff time because
their have their own work to do.
Answer 2: That is simply Managing Director don’t believe the ability of own in-house developers.
That is angry to me. It is meaningless and it just spending money.
Reference
(2016, May 12). Rich Pictures | Better Evaluation.
http://www.betterevaluation.org/en/evaluation-options/richpictures