(The case study)

The client, a large organisation, asked you as a business analyst to lead the implementing of an Enterprise Resource Planning (ERP) system to significantly improve the efficiencies across the organisation.

The client had multiple systems which were disparate with little or no integration between the systems. This meant that end-to-end customer business processes did not flow smoothly, resulting in a poor customer experience. Duplication of information existed across the business functions where customer information was manually keyed into several IT software systems often resulting in incorrect customer data. This caused both inefficiency with data collection and communication errors with key customers. The biggest challenge for the client was in understanding how well the business was working. They suspected inefficiencies and data errors from disconnected systems and they were concerned this was having a negative impact on their interactions with customers.

Q.2.3 Figure 4.1 A problem solving model (after Isaksen and Treffinger, 1985) (10) Acceptance finding The figure above represents the problem-solving model. Problem finding is the third stage of the model. Identify at least five problems highlighted in the case study