Identify each section per scenario:

• What is the problem?
• Who has been, is, or will be impacted by this problem?
• When does this problem occur?
• Where does the problem occur?
• Why does the problem exist?
• How often does it happen?

Scenario:

1) Tech Corp has recently installed a new Human Resources (HR) information system to track and report on

employee time out of the office. This system was supposed to increase productivity and help users make

good decisions faster. However, it has been challenging to get buy in from every employee. For

instance, the newly installed system is not being used by several of the managers, for whom it was

primarily designed. Tech Corp has asked, How can we increase adoption of the new system? Should we

incentivize and reward employees who use it? If so, how? Should we reprimand those who do not?

2) OOAK by Hand is an up-and-coming online craft business that specializes in One Of A Kind handmade

knit and crochet items. Although sales have been good, there is definitely room for improvement.

OOAKs goals to improve business are:

Maximize sales

Increase repeat purchases

Improve customer satisfaction and loyalty

To date, OOAK has been focused on basic demographic information such as the age, gender, ethnicity,

and geographic location of their customers. Rather than simply focusing on who is buying product, they

want to know more about their customers behavior. For example, will sales increase if OOAK can serve

customers dynamically personalized content and product suggestions based upon past behavior? Will

personalizing customer communications enhance and ultimately improve customer loyalty? Can

analytics help identify customer dissatisfaction early so that issues can be addressed before losing a

customer?