Business Analysis Practice Case Studies

Prepared By – Diwakar Kumar Singh

 Case Study 1
Within a large insurance conglomerate, there are multiple legacy
systems in place to handle various insurance products: life, auto, home,
and health. Each of these systems captures, processes, and stores
policyholder data differently. As the insurance company offers bundled
products, there's a growing need to calculate combined risk scores for
policyholders who have multiple types of policies. However, the current
setup lacks a centralized data processing system to consolidate and
calculate this combined risk score.
This poses a significant challenge as:
• Policy data is fragmented across systems.
• The risk scoring logic might differ among the insurance types.
• There's a lack of standardized policyholder identifiers across
systems.
• Real-time risk assessment is necessary when a policyholder
applies for a new policy type to determine premiums and
eligibility instantly.
What will be your approach as a Business Analyst towards the
problem?
 Case Study 1 – Answer

In tackling this problem as a Business Analyst, my approach would

involve several strategic steps to ensure a successful outcome:

1. Stakeholder Engagement

Identify Stakeholders:
IT Team: Handles system infrastructure and integration.
Data Management Team: Manages data consistency and quality.
Product Teams: Representatives from life, auto, home, and health
insurance departments who understand product-specific needs.
Customer Service: Provides insights into policyholder inquiries and
challenges.
Engagement Plan:
Schedule bi-weekly meetings to discuss progress, roadblocks, and next
steps.
Set up a dedicated communication channel (e.g., Slack) for continuous
updates and queries.

2. Current State Analysis

Data Flow Analysis:

Map how policyholder data flows from the point of data entry in each
insurance type to storage. For instance, auto insurance data might be
inputted through an agent portal and stored in a separate database
from health insurance data.
System Review:
Document different risk scoring algorithms; for example, auto
insurance might calculate risk based on driving history, while health
insurance might use medical history.

3. Requirement Gathering

Functional Requirements:
The new system must extract data from all four insurance databases
and use a common identifier to match policyholder records across
systems.
Non-Functional Requirements:
The system should process combined risk scores within seconds to
support real-time decision-making during policy applications.

4. Gap Analysis

Identify Gaps:
Current systems use different identifiers; a gap is the lack of a unified
identifier.
Risk scoring variations that need standardization.
Solution Framework:
Propose the development of a middleware that can translate data from
different formats to a standardized format in a centralized database.

5. Solution Design

Centralized Data Repository:

Design a database schema that includes tables for policyholders,
policies, and a unified risk scoring table that references data across all
types.
Standardized Risk Scoring Algorithm:
Create an algorithm that inputs factors from each insurance type and
outputs a single risk score. For instance, combine factors like driving
records (auto) and health conditions (health) into one risk model.

6. Implementation Planning

Roadmap Development:
Start with integrating two systems (e.g., auto and home) as a pilot,
resolve any issues, then integrate the remaining systems.
Technology Selection:
Choose an integration platform like MuleSoft or Dell Boomi that can
handle complex integrations and real-time data processing.

7. Change Management

Training and Support:

Organize workshops to train staff on interpreting combined risk scores
and using the new system dashboard.
Communication Strategy:
Create monthly newsletters and a project intranet page to share
updates, success stories, and training materials.

8. Testing and Quality Assurance

System Testing:
Test data extraction and risk scoring in a test environment with dummy
data to ensure accuracy and performance.
User Acceptance Testing:
Real users from the auto and home departments test the system with
actual policy applications to validate the solution under real conditions.
9. Deployment and Monitoring

Rollout:
Begin with a department-by-department rollout after successful pilot
testing, monitoring system performance throughout.
Continuous Monitoring:
Use tools like New Relic to track system performance and set up a
feedback form for user experience feedback.

10. Project Review and Feedback

Post-Implementation Review:
Evaluate how the new system has improved data consistency and
decision-making in policy applications.
Feedback Loop:
Regularly collect stakeholder feedback to refine functionalities and
address any emerging challenges.
 Case Study 2
Timely discharge from a hospital is crucial to maintain the flow of
patients, optimize bed utilization, and reduce costs. Delays in
discharging patients can lead to congestion in the healthcare setting,
with subsequent patients experiencing delays in getting admitted or
receiving treatment. Furthermore, unnecessary extended hospital stays
can lead to increased risks of hospital-acquired infections and other
complications, not to mention the dissatisfaction of patients who prefer
to recover at home.

What will be your approach as a Business Analyst towards the

problem?
 Case Study 2 – Answer

Addressing the issue of delayed patient discharges in a hospital setting

requires a systematic approach to identify bottlenecks and implement
effective solutions. As a Business Analyst, my approach would focus on
several key areas:

1. Stakeholder Engagement
Identify Stakeholders: Key players might include hospital
administration, nursing staff, physicians, case managers, and IT
personnel.
Engagement Plan: Establish a regular communication framework, such
as weekly meetings and daily briefs for real-time issues, to ensure all
stakeholders are aligned and accountable.
2. Current State Analysis
Process Mapping: Document the entire discharge process starting from
the decision to discharge a patient to the actual release from the
hospital. This would identify all the steps, responsible parties, and time
taken for each step.
Data Collection: Gather data on current discharge times, reasons for
delays, and any existing protocols related to discharge processes.
3. Requirement Gathering
Functional Requirements: Determine what needs to be achieved to
enhance discharge efficiency, like reducing paperwork, improving
communication between departments, or automating certain
processes.
Non-Functional Requirements: These might include system availability,
data security for any IT systems involved, and user-friendly interfaces
for any new technologies implemented.
4. Gap Analysis
Identify Gaps: Look for discrepancies between the current and desired
state of the discharge process. Common gaps could include inadequate
staffing, delayed communications, or inefficient use of resources.
Solution Framework: Outline potential solutions such as additional
training, process re-engineering, or new technology implementations.
5. Solution Design
Process Redesign: Propose changes to streamline the discharge
process, such as standardized checklists for discharge criteria or
dedicated discharge coordinators.
Technology Solutions: Recommend technological support like a
discharge planning tool integrated into the hospital’s existing health
information system to track and alert staff about discharge status.
6. Implementation Planning
Roadmap Development: Create a phased approach to implement
changes, starting with the most critical areas identified during the gap
analysis.
Resource Allocation: Ensure adequate resources are in place, including
budget, personnel, and technologies.
7. Change Management
Training and Support: Develop comprehensive training programs for all
hospital staff involved in the discharge process on new procedures or
technologies.
Communication Strategy: Maintain clear and continuous
communication with all stakeholders about changes, expectations, and
roles in the new process.
8. Testing and Quality Assurance
Pilot Testing: Test the redesigned process in a controlled environment
or a specific department before a full-scale rollout.
Feedback Mechanisms: Implement mechanisms to gather feedback
from staff and patients to refine the process continuously.
9. Deployment and Monitoring
Gradual Rollout: Depending on the scope, roll out the new discharge
process to different departments gradually, monitoring outcomes and
making adjustments as needed.
Performance Indicators: Establish key performance indicators (KPIs)
such as average discharge time, patient satisfaction scores, and
readmission rates to measure the effectiveness of the new processes.
10. Project Review and Feedback
Post-Implementation Review: Evaluate the impact of the new discharge
procedures on hospital efficiency and patient satisfaction.
Continuous Improvement: Use the data collected through KPIs and
feedback to continuously improve the discharge processes.
 Case Study 3
The Alpha Insurance Company (AIC) uses an old legacy system, System A, to
manage their customer policies. This system has worked well for years but lacks
the capability to automatically renew policies. Consequently, each policy renewal
requires manual intervention by a team of 20+ staff members.

With the increasing volume of customers, AIC decides to introduce a new system,
System B, that can automatically renew policies based on certain criteria. The goal
is to seamlessly transition the renewal process from System A to System B
without any disruption in service.

However, there's a twist: System A doesn't recognize the concept of 'auto-

renewal'. Instead, a policy is marked as 'active' until its expiration date, after
which it is automatically marked 'expired'. To renew, the policy must be manually
re-entered as a new policy, essentially creating a new entry with a new start and
end date.

Challenges:

• Policies in System A do not have unique identifiers that carry over upon
renewal. Each time a policy is renewed, it gets a new ID.
• There are certain criteria to be checked before auto-renewal:
• The policy should not have any unpaid dues.
• The client has not filed more than 2 claims in the last policy year.
• The policy type is eligible for auto-renewal. Not all types are.
• System B needs to inform System A that a policy won't be auto renewed, so
it doesn’t get marked as 'expired'.
What will be your approach as a Business Analyst towards the problem?

Case Study 3 – Answer

Addressing the challenges associated with transitioning from System A

to System B at the Alpha Insurance Company (AIC) involves careful
planning, coordination, and strategic problem-solving. As a Business
Analyst, I would take the following structured approach to ensure a
smooth transition and successful implementation:

1. Stakeholder Engagement
Identify Stakeholders: Include IT teams from both systems, policy
management teams, customer service representatives, and finance
teams (for dealing with unpaid dues).
Engagement Plan: Establish a steering committee comprising key
stakeholders who meet regularly to review project progress, address
issues, and make decisions.
2. Current State Analysis
System Assessment: Thoroughly document how System A handles
policy data, focusing on its limitations such as lack of unique identifiers
and the manual renewal process.
Requirements Elicitation: Understand from business users the specifics
of current policy management, particularly how renewals, claims, and
payments are handled.
3. Requirement Gathering
Functional Requirements: For System B, define functionalities for auto-
renewal based on criteria such as dues status, claim history, and policy
type eligibility.
Integration Requirements: Specify the need for System B to
communicate with System A to update the status of policies not eligible
for auto-renewal.
4. Gap Analysis
Identify System Gaps: Pinpoint deficiencies in System A that prevent
effective transition, like the absence of unique policy identifiers and its
expiration handling method.
Solution Framework: Design solutions that bridge these gaps, possibly
through middleware or a supplementary database that maintains
continuity of policy identifiers across renewals.
5. Solution Design
Data Integration Strategy: Propose a method to generate and manage
unique identifiers that remain consistent through the renewal cycles,
using an interim database or enhancing System B's capabilities.
Policy Status Communication: Develop an interface or API that allows
System B to inform System A of the renewal status, ensuring policies
are not marked 'expired' erroneously.
6. Implementation Planning
Roadmap Development: Outline a phased implementation plan,
starting with a pilot involving a small, controlled group of policies to
refine the renewal process.
Technology Selection: Identify and select technology solutions for
integrating the systems effectively, which might include API
management tools or integration platforms like MuleSoft or
Informatica.
7. Change Management
Training Programs: Design and deliver training for users on both
systems about new processes and technologies being implemented.
Communication Plan: Develop clear and continuous communication
channels to keep all stakeholders informed and engaged throughout
the transition process.
8. Testing and Quality Assurance
Testing Strategy: Implement comprehensive testing of System B,
including unit testing, integration testing with System A, and user
acceptance testing with actual users.
Test Scenarios: Create specific test cases that cover all criteria for auto-
renewal, the functionality of the new identifier system, and the
communication interface between the systems.
9. Deployment and Monitoring
Gradual Rollout: Deploy the solution gradually, starting with the least
complex policy types and scaling up to more complex scenarios.
Monitoring Tools: Utilize software monitoring tools to track the
performance of the new system and quickly identify and address any
issues that arise.
10. Project Review and Feedback
Feedback Loops: Set up mechanisms to collect feedback from users of
both systems to continuously improve the process.
Post-Implementation Review: Conduct a thorough review of the project
after full deployment to assess outcomes against objectives and make
adjustments as necessary.
 Case Study 4
ABC Corporation is looking for an excel report to understand why
certain transactions are getting end dated daily. The requirement is for
a daily excel report. You are the Business Analyst appointed to handle
this requirement. After understanding the requirement, you discussed
the same with the technical team. The technical team is saying that
there are certain challenges to develop such a report, and they will not
be able to do it.
How will you handle this situation as a Business Analyst?
 Case Study 4 – Answer

Handling a situation where the technical team expresses challenges or

inability to fulfill a requirement involves effective problem-solving,
negotiation, and facilitation skills. As a Business Analyst in this scenario
with ABC Corporation, here are the steps I would take:

1. Clarify Technical Challenges

Detailed Discussion: Organize a meeting with the technical team to
understand the specific challenges they are facing. Is it a matter of
resource limitation, technical feasibility, or data accessibility?
Document Challenges: Ensure all technical concerns are clearly
documented, including any potential risks or technical limitations noted
by the team.
2. Reassess the Requirement
Requirement Validation: Review the requirement for the daily Excel
report to ensure that it is essential for the business and not just a nice-
to-have. Validate the frequency, format, and data points needed.
Explore Alternatives: Discuss with the technical team if there are
alternative solutions or workarounds, such as a less frequent report or
a report generated through an existing system.
3. Stakeholder Communication
Update Stakeholders: Communicate the technical challenges to the key
stakeholders, including project sponsors and end-users. Use the
documented challenges from the technical team to provide a clear
picture.
Gather Feedback: Obtain feedback from stakeholders on how critical
the report is and whether there are flexible aspects, such as report
format or delivery frequency.
4. Explore Alternative Solutions
Technology Alternatives: Investigate if other technologies or tools could
accomplish the same goal. This could involve using business intelligence
platforms that might integrate better with existing systems.
Process Changes: Consider if changes in the process or data collection
methods could simplify the report generation. Sometimes, simplifying
the underlying process can reduce the complexity of reporting.
5. Negotiate and Prioritize
Prioritize Features: If the report is still needed, work with stakeholders
and the technical team to prioritize the most critical elements of the
report to possibly reduce complexity.
Resource Allocation: Discuss the possibility of reallocating resources or
adjusting timelines to accommodate the development of the report if
it’s deemed essential.
6. Prototype and Feedback
Develop a Prototype: If an alternative solution is agreed upon, work
with the technical team to develop a prototype or a minimal viable
product (MVP). This approach can help stakeholders visualize the
solution and provide early feedback.
User Testing: Engage end-users in testing the prototype and gather
detailed feedback to refine the solution.
7. Implementation and Review
Implement Solution: Roll out the agreed solution, ensuring that all
stakeholders are informed and prepared for any changes from the
original requirement.
Continuous Monitoring: Set up a mechanism to regularly review the
effectiveness of the report or alternative solution, making adjustments
based on user feedback and evolving business needs.
8. Documentation and Closure
Document Everything: Ensure all discussions, decisions, and changes
are well-documented. This includes capturing any compromises made
and the reasons behind them.
Project Closure: Formally close this segment of the project, ensuring all
parties agree with the outcome and understand any ongoing
commitments.
 Case Study 5
Your company has recently adopted a new Human Resource
Management System (HRMS). The HR department and the employees
are facing a problem of frequent errors when it comes to calculating
leaves of absence, specifically regarding the accruals and carry-over
limits of annual leaves. Several employees have reported
inconsistencies in their leave balances. As a result, the HR department
is spending a significant amount of time manually validating and
adjusting leave balances.

Identify the root causes for the discrepancies in the leave accrual and
carry-over processes and propose a streamlined solution to ensure
accurate leave calculations in the future.

Case Study 5 – Answer

Addressing the problem of discrepancies in leave accruals and carry-
overs in a new Human Resource Management System (HRMS) involves
a structured approach to identify root causes and implement effective
solutions. As a Business Analyst, here’s how I would approach this
issue:

1. Current State Analysis

• Data Collection: Gather data on all reported errors concerning

leave accruals and carry-overs. Analyze patterns or commonalities
among the errors, such as specific types of leaves or particular
employee groups affected.
• System Audit: Review the HRMS configurations related to leave
policies, including accrual rates, carry-over rules, and any related
system scripts or automated jobs that calculate leaves.

2. Stakeholder Interviews

• Interview HR Staff: Understand from HR how they currently use

the system, any steps they follow that could contribute to the
issue, and their observations on when and how discrepancies
occur.
• Engage IT Support: Discuss with IT the setup and integration
aspects of the HRMS, especially focusing on recent changes or
updates to the system.

3. Identify Root Causes

• Misconfiguration: Errors might be due to incorrect setup of leave

accrual rules within the HRMS. This can include wrong accrual
rates, improper carry-over setups, or incorrect mapping of leave
types.
 • System Bugs: The HRMS might have bugs or glitches, particularly
if it is newly implemented or recently updated.
• User Errors: Misunderstandings or mistakes by HR staff when
entering or processing leave information can lead to
discrepancies.
• Integration Issues: Problems with data being properly imported
from other systems, such as payroll or employee management
systems, could be affecting leave balances.

4. Solution Design

• System Reconfiguration: Adjust the configurations in the HRMS to

ensure they align with the company's leave policy. This includes
correcting accrual formulas, carry-over limits, and the frequency
of accruals.
• User Training and Guidelines: Develop comprehensive training
for HR staff on how to use the HRMS correctly, including detailed
guidelines on managing leave data.
• Regular Audits: Implement a routine schedule for auditing leave
balances against manual records to catch and correct any
discrepancies early.
• Software Updates and Patches: Work with the HRMS vendor to
ensure that the system is updated with the latest patches that
may fix known bugs.

5. Implementation Plan

• Pilot Testing: Before rolling out the reconfigured settings across

the organization, conduct a pilot test with a small group to ensure
changes produce the correct outcomes.
• Full Deployment: Once the pilot is successful, apply the
configuration changes across all departments.
 • Feedback Loops: Establish feedback mechanisms for users to
report any issues post-implementation, ensuring continuous
improvement.

6. Monitoring and Evaluation

• System Monitoring: Use system reports and dashboards to

continuously monitor leave accruals and carry-overs, ensuring
they are being calculated correctly.
• Regular Review Meetings: Schedule monthly review meetings
with HR and IT to discuss any discrepancies or issues, and adjust
system settings as needed.
• Performance Metrics: Track the reduction in discrepancies and
improvements in user satisfaction to measure the success of the
implemented solutions.

7. Documentation

• Update Documentation: Ensure all system configuration changes

and operational procedures are well-documented.
• Change Management Documentation: Record details of the
change management process, including stakeholder
engagements, decisions made, and lessons learned.

Case Study 6
XYZ Bank offers various types of loans to its customers, including
personal loans, car loans, and home loans. They have a digital loan
application process in place, where customers can apply online, upload
relevant documents, and get approval status. Despite the digital setup,
customers often complain about the lengthy approval process, unclear
communication about the application status, and inconsistency in the
documentation requirements.

Problem Detailing:

• Lengthy Approval Process: Although the bank promised a

maximum of 5 working days for loan approval, most customers
have reported a waiting period of 10-15 days.
• Unclear Communication: Customers are unsure about the status
of their loan applications after submitting them. The bank does
send automated emails, but they are often too technical, leading
to confusion.
• Inconsistent Documentation: Some customers have complained
that after submitting all the listed documents, they are sometimes
asked to submit additional ones not mentioned earlier.

Identify the bottlenecks and inefficiencies in the current loan

application workflow process, and suggest a refined workflow,
considering process, communication, and documentation consistency.

Case Study 6 – Answer

To tackle the issues XYZ Bank is facing with its loan application
process, we'll need to take a comprehensive approach, focusing
on identifying bottlenecks, enhancing communication, and
ensuring documentation consistency. Here's a step-by-step
breakdown:

1. Current State Analysis

Process Mapping: Document the entire loan application process
from application initiation to approval. Identify each step, the
time taken, and who is responsible.
Stakeholder Feedback: Gather feedback from customers
through surveys and interviews to understand their specific
pain points. Simultaneously, interview bank staff involved in the
process to identify perceived inefficiencies and discrepancies.
2. Identify Bottlenecks and Inefficiencies
Approval Delays: Analyze the steps that take the longest time.
Look for delays in document verification, credit checks, or
decision-making steps that extend beyond the 5-day promise.
Communication Gaps: Evaluate the current automated emails
for clarity and timing. Identify gaps in ongoing communication
throughout the loan process.
Documentation Inconsistency: Review the list of required
documents against actual requests made during the process.
Identify where and why additional documents are often
requested.
3. Refined Workflow Proposal
Streamlined Approval Process:
Implement a triage system to quickly assess and route
applications based on complexity and loan type.
Introduce automated pre-approvals for applicants with existing
bank relationships and good credit history to reduce processing
time.
Utilize advanced document management systems that can flag
missing or inconsistent information early in the process.
Enhanced Communication Strategy:
Redesign automated emails to be clearer and more user-
friendly. Include a glossary for technical terms or a link to an
FAQ page.
Develop a real-time application tracking system accessible via
the bank’s website or mobile app, allowing customers to see
the status of their applications at any time.
Establish a dedicated customer service team for loan processing
queries to provide personalized communication where needed.
Documentation Standardization:
Clearly define and publish a standardized list of required
documents for each loan type on all platforms (website, app,
branches).
Implement a checklist system within the application portal that
confirms the completeness of an application before submission.
Train staff on the new documentation requirements to ensure
consistency in information provided to customers.
4. Implementation Plan
Technology Upgrades: Deploy new systems for document
management and application tracking. Ensure these systems
are integrated with existing banking systems for seamless
functionality.
Staff Training: Conduct comprehensive training for all staff
involved in the loan application process on new technologies,
processes, and customer communication standards.
Pilot Testing: Roll out the new process in phases, starting with
one type of loan. Monitor the impact on processing time and
customer satisfaction before expanding to other loan types.
5. Monitoring and Evaluation
Performance Indicators: Establish KPIs such as average
processing time, customer satisfaction scores, and rate of
return requests for additional documents.
Regular Reviews: Schedule monthly review meetings to assess
the performance against KPIs, gather feedback from staff and
customers, and make necessary adjustments.
6. Continuous Improvement
Feedback Mechanism: Implement an ongoing feedback system
where customers can provide immediate feedback after the
loan process concludes.
Adaptation to Changes: Stay adaptable to further refine
processes and communication as new technologies emerge or
as customer needs evolve.
 Case Study 7
You're a Business Analyst at XYZ eCommerce Inc., a prominent online
retailer. Over the past quarter, the company has noticed an increasing
number of abandoned shopping carts. Though the website traffic and
user engagement have been increasing positively, the conversion rate
(ratio of completed purchases to cart additions) has been dwindling.

Further, based on customer feedback and complaints, there's a

recurring theme: many customers find the checkout process
cumbersome, leading to frustration and eventual cart abandonment.

Your goal as the Business Analyst is to understand, document, and

propose solutions to improve the checkout process, thereby aiming to
reduce the number of abandoned carts.

Case Study 7 – Answer

To address the issue of increasing abandoned shopping carts at XYZ
eCommerce Inc., a comprehensive approach involving analysis,
redesign, and improvement of the checkout process is required. As a
Business Analyst, my steps would include the following detailed phases:

1. Current Process Assessment

Process Mapping: Document the current checkout process step-by-

step, identifying all touchpoints, decision points, and actions required
from the user.

Data Analysis: Analyze the web analytics data to identify at which steps
the highest drop-offs occur. Look into session times, page loading
speeds, and user behavior patterns in the checkout flow.

2. Customer Feedback Collection

Surveys and Interviews: Deploy targeted surveys or conduct interviews

with customers who have abandoned their carts to gather insights into
their experiences and pain points.

Usability Testing: Conduct usability testing sessions where users

complete purchases in a controlled environment, allowing observation
of their interactions and difficulties firsthand.

3. Identify Pain Points and Bottlenecks

Complex Navigation: Identify if users struggle with confusing navigation

or too many steps in the checkout process.

Required Registration: Determine if mandatory account creation or

login is a barrier.
Payment Issues: Highlight problems related to limited payment options,
perceived security issues, or confusing payment interfaces.

Performance Issues: Identify if slow page loads or technical glitches are

impacting user experience.

4. Propose Solutions to Optimize Checkout Process

Simplify Navigation: Reduce the number of steps in the checkout

process. Introduce a progress indicator to show users how far they are
in the process.

Guest Checkout Option: Allow users to complete purchases without

creating an account, with an option to create one after purchase
completion.

Diverse Payment Options: Integrate more payment methods, including

digital wallets and financing options, and enhance the security features
to build trust.

Performance Optimization: Work with the IT team to improve page

load speeds, especially on mobile devices. Ensure the checkout process
is robust and can handle high traffic without glitches.

Clear Communication: Provide clear, concise information at each step,

such as delivery costs, return policies, and support contacts. Use
tooltips and FAQs to assist during the checkout.

5. Design and Test Improvements

Prototype Development: Develop prototypes or mock-ups of the

revised checkout process incorporating the proposed changes.
A/B Testing: Implement A/B testing to compare the new checkout
process with the current one. Measure the impact on cart
abandonment rates and overall user satisfaction.

6. Implementation and Roll-out

Phased Implementation: Depending on the results from A/B testing, roll

out the successful version of the checkout process gradually to monitor
performance and gather early feedback.

Training and Support: Provide training for customer service teams on

the new checkout process to better assist customers during the
transition.

7. Monitor and Optimize

Continuous Monitoring: Use analytics tools to continuously monitor the

performance of the new checkout process. Pay attention to the
conversion rates and user feedback.

Feedback Loop: Establish a mechanism for customers to easily provide

feedback on the checkout experience. Use this data to make iterative
improvements.

8. Documentation and Reporting

Process Documentation: Document the new checkout process

thoroughly, including any new policies or procedures.

Performance Reporting: Regularly report on the checkout performance

to stakeholders, highlighting successes and areas for further
improvement.
 Case Study 8
Company X, a global electronics manufacturer, has suppliers distributed
across the globe: North America (NA), Europe (EU), Asia-Pacific (APAC),
and Latin America (LA). With recent disruptions due to political
tensions, natural disasters, and ongoing global events, the company is
experiencing unpredictable lead times and occasional supply shortages.
Company X's challenge is to devise a dynamic supplier prioritization
model to minimize supply chain disruptions and optimize costs without
compromising on the delivery timelines.

Primary Issues:

• Unpredictable supplier lead times

• Geopolitical disruptions
• Transportation constraints
• Variations in costs across regions
• Environmental considerations (carbon footprint related to
transportation)
• Varying quality standards among suppliers

What will be your approach as a Business Analyst towards the

problem?
 Case Study 8 – Answer
Addressing the challenge of creating a dynamic supplier prioritization
model for Company X, considering various disruptions and constraints,
requires a multifaceted approach. As a Business Analyst, I would focus
on the following steps to build an effective model:

1. Stakeholder Engagement
Identify Stakeholders: Include procurement managers, logistics experts,
regional managers, and sustainability officers.
Engagement Plan: Establish a communication plan to keep stakeholders
informed and involved throughout the model development process.
2. Data Collection and Analysis
Supplier Data: Collect comprehensive data on current suppliers,
including lead times, cost, quality records, and carbon emissions related
to transportation.
Risk Assessment: Evaluate geopolitical risks, natural disaster risks, and
transportation reliability for each region.
Performance Metrics: Define key performance indicators (KPIs) such as
delivery reliability, cost-effectiveness, and environmental impact.
3. Model Development
Criteria Weighting: Work with stakeholders to assign weights to each
criterion based on Company X’s priorities (e.g., cost, lead time, risk,
environmental impact).
Algorithm Design: Develop an algorithm that uses these weights to
score and rank suppliers dynamically. Consider using advanced analytics
or machine learning techniques if feasible.
4. Scenario Planning
Create Scenarios: Develop various scenarios to simulate different levels
of disruption in each region (e.g., political instability, natural disasters).
Test Model: Apply the supplier prioritization model to these scenarios
to see how it responds and adapts to changes.
5. Integration with Procurement Processes
Procurement Strategy: Integrate the model into the existing
procurement strategy to ensure it can be used effectively in operational
contexts.
Technology Integration: Ensure that the IT systems used by Company X
can support the model, including real-time data updates and
integration with existing supply chain management software.
6. Training and Implementation
Training Programs: Develop training programs for procurement and
supply chain teams to understand and effectively use the new model.
Pilot Testing: Implement the model with a small set of suppliers to test
its effectiveness and make adjustments based on the outcomes.
7. Monitoring and Continuous Improvement
Performance Monitoring: Regularly monitor the model’s performance
using the defined KPIs and adjust the algorithm as necessary.
Feedback Mechanism: Establish a feedback loop with procurement
teams and suppliers to continuously improve the model.
8. Documentation and Reporting
Documentation: Document all aspects of the supplier prioritization
model, including criteria, weighting, and operational procedures.
Reporting: Create regular reports for senior management that
summarize the model’s performance, areas for improvement, and the
impact on Company X’s supply chain resilience.
9. Sustainability Considerations
Carbon Footprint Analysis: Incorporate carbon footprint data into the
model to align with Company X’s sustainability goals.
Sustainable Procurement: Encourage suppliers to adopt greener
practices by integrating sustainability scoring into the prioritization
process.
10. Stakeholder Review and Adjustment
Review Sessions: Hold periodic review sessions with all stakeholders to
assess the model’s impact and gather input for further refinement.
Adjust Model Parameters: Based on feedback and changing global
conditions, adjust the model parameters to better meet Company X’s
needs.

Case Study 9
In an emerging EdTech platform, students enroll to learn a variety of
subjects and topics. The platform aims to customize learning pathways
for each student based on their prior knowledge, learning speed, and
preferences. A "Learning Pathway" refers to the sequence and
combination of courses, lessons, or resources a student interacts with.
The EdTech company is facing issues in designing an effective
mechanism to create adaptive learning pathways. The static pathways,
currently in place, are not flexible enough to cater to the diverse needs
and backgrounds of the students. The company aims to create a more
dynamic and adaptable learning journey, but there are concerns about
the complexity and feasibility of such a system.

Main Objectives:

• Design a process to determine what constitutes an optimal

learning pathway for a student.
• Determine the factors and parameters that need to be considered
while dynamically adjusting the learning pathways.
• Propose a method to validate the effectiveness of the newly
designed pathways.

Case Study 9 – Answer

To address the challenges faced by the EdTech company in creating
dynamic and adaptive learning pathways, a comprehensive approach is
needed that incorporates data-driven decision-making, user profiling,
and continuous feedback mechanisms. As a Business Analyst, here is a
detailed approach to achieve these objectives:
1. Defining Optimal Learning Pathways
Student Profiling: Collect data on students' educational backgrounds,
learning speeds, preferences, and prior knowledge. This could involve
initial assessments or surveys when students first sign up.
Learning Objectives: Define clear learning objectives for each course or
subject offered on the platform. These objectives should align with
overall educational goals and industry standards.
2. Factors and Parameters for Dynamic Adjustments
Adaptive Algorithms: Develop algorithms that can adapt learning
pathways in real-time based on a variety of factors:
Performance Feedback: Adjust the pathway based on quiz scores,
assignment grades, and course completion rates.
Engagement Metrics: Incorporate data on video watch times,
interaction with learning materials, and participation in discussions.
Personal Learning Goals: Allow students to set personal goals, which
can dynamically adjust the content and pacing of the learning material.
External Factors: Consider external factors such as changes in industry
requirements, technological advancements, and feedback from
educators.
3. Designing the Dynamic Pathway System
Modular Design: Create a modular content system where lessons can
be rearranged or substituted easily based on the pathway algorithm's
recommendations.
Feedback Loops: Implement mechanisms for continuous feedback from
students to gauge satisfaction and effectiveness, enabling further
personalization.
Technology Integration: Utilize AI and machine learning techniques to
analyze data and predict the most effective learning paths for individual
students.
4. Validation of Learning Pathways
A/B Testing: Implement A/B testing by offering different learning
pathways to similar student groups and analyzing outcomes in terms of
performance, engagement, and satisfaction.
Longitudinal Studies: Conduct longitudinal studies to track the progress
of students over extended periods to assess the long-term impact of
adaptive learning pathways.
Analytics Dashboard: Develop an analytics dashboard to continuously
monitor the effectiveness of learning pathways. Metrics might include
completion rates, performance improvements, and user satisfaction.
5. Implementation Strategy
Pilot Program: Start with a pilot program focusing on one or two
courses to refine the adaptive learning model before scaling up to more
courses.
Scalability Planning: Ensure that the system architecture is scalable,
capable of handling increased loads as more students and courses are
added.
Stakeholder Training: Provide training for instructors and support staff
on how to use the system and interpret its data to aid students
effectively.
6. Continuous Improvement and Iteration
Feedback Mechanism: Establish a robust feedback mechanism to
collect input from students and instructors on the usability and
effectiveness of the learning pathways.
Iterative Development: Use agile development practices to iteratively
improve the adaptive learning system based on feedback and testing
results.
7. Documentation and Reporting
System Documentation: Document all aspects of the adaptive pathway
system including the algorithms used, data handling practices, and user
interactions.
Performance Reports: Regularly generate reports detailing the
outcomes of the adaptive learning pathways to inform stakeholders
and guide further development.

Case Study 10
A leading insurance company, InsureFast, has noticed a significant
increase in customer complaints related to the claims process.
Customers are particularly frustrated with:
 • Delays in claim approvals.
• Lack of transparency in the claims process.
• Miscommunication from customer service representatives.

InsureFast wants to revamp their claims process to improve customer

satisfaction. They have approached you, a Business Analyst, to identify
the bottlenecks and propose improvements to the existing process.
 Case Study 10 – Answer
To tackle the challenges faced by InsureFast in their claims process and
improve customer satisfaction, a comprehensive analysis and redesign
of the current claims process are essential. Here's a step-by-step
approach to identify bottlenecks and propose improvements:

1. Process Mapping and Analysis

Detailed Mapping: Start by mapping the existing claims process from
the moment a claim is filed to when it is settled. Document every step,
identifying decision points, interactions, and handoffs between
departments.
Identify Bottlenecks: Analyze the process to pinpoint where delays and
miscommunications typically occur. Pay particular attention to steps
that take longer than average, where errors are most frequent, and
where customers express the most frustration.

2. Stakeholder Interviews and Feedback Gathering

Internal Interviews: Conduct interviews with employees involved in the
claims process, including claims handlers, customer service
representatives, and managers. Identify their challenges and
suggestions for improvement.
Customer Feedback: Collect and analyze customer feedback specifically
related to the claims process. This can include surveys, complaint data,
and direct customer interviews or focus groups.

3. Root Cause Analysis

Delays in Claim Approvals: Determine if delays are due to inefficient
processing, lack of resources, or inadequate technology. Assess
whether documentation requirements are clear and reasonable.
Lack of Transparency: Identify issues related to customers not being
able to track their claim status or understand the decision-making
process.
Miscommunication: Examine instances of miscommunication for
common themes, such as unclear information provided by customer
service or inconsistent messages received by customers.

4. Designing Improvements
Streamlining Processes: Simplify the claims process by removing
unnecessary steps and automating routine tasks where possible. For
example, automate data entry and initial claim assessments using AI
technologies.
Enhancing Transparency: Implement a customer portal or app that
allows claimants to track the status of their claims in real-time, access
FAQs, and receive updates.
Improving Communication: Standardize communication templates and
training for customer service representatives to ensure consistency and
clarity in customer interactions. Implement a CRM system to track all
customer interactions and ensure follow-ups are timely and
informative.

5. Technology Integration
Claims Management System: Evaluate and possibly upgrade the current
claims management system to support increased automation and
better data management.
Customer Interface: Develop or enhance digital tools that customers
can use to submit and track claims, upload documents, and receive
notifications.

6. Implementation and Training

Phased Rollout: Implement the new processes and technologies in
phases, starting with the most critical areas based on the root cause
analysis.
Training Programs: Conduct comprehensive training sessions for all
employees involved in the claims process, focusing on new procedures,
customer service skills, and use of new technologies.

7. Monitoring and Continuous Improvement

Performance Indicators: Establish key performance indicators (KPIs)
such as average time to claim resolution, customer satisfaction scores,
and complaint rates.
Regular Reviews: Schedule regular review meetings to monitor the
process post-implementation, discuss KPI results, and identify areas for
further improvement.
Feedback Loops: Create mechanisms for ongoing feedback from both
customers and staff to continually refine the process and address new
challenges as they arise.

8. Documentation and Communication

Document Changes: Thoroughly document all changes made to the
process and ensure that documentation is easily accessible to all
relevant stakeholders.
Internal and External Communication: Communicate changes to
internal teams and customers, explaining how the new process will
address previous pain points and improve their overall experience.