Rich picture - feedback Key points when creating a rich picture. • There is no right or wrong, a rich picture is an artistic individual creation of how someone perceives the

problematic situation. • Ad hoc drawings; do not have a formal syntax. • Make use of symbols and diagrammatic conventions to represent a particular situation in a manner that is

understandable by users. • Include as much information as possible. • Important to show structures, conflicts, power relationships and the boundary. What is considered to be

within the environment the new system will be created and what is considered to be outside (e.g. in our case competitors, the bank, consultants etc.)

A rich picture should include the following information • Structures: power hierarchy, communication patterns, organizational charts, layouts, buildings, the

environment • Processes: those for decision making or production It’s important to show how the organisation

handles information and do things before the introduction of the new system. You could maybe include what will happen when the new system is introduced as well.

• People: who is involved, where in the structure, what roles, what are their views and thoughts about the situation and the new system.

• Debates, alternative views and conflicts: what do different people have to say about the situation, are there any conflicts etc. It’s of crucial importance to show the conflicts. This is a fundamental idea of rich pictures, to help us identify problems and conflicts in the environment we are studying.

• Sometimes, it is important to make assumptions. Organisations are messy and like in this study, in the real

world analysts won’t have all the information they need. They have to therefore make valid assumptions. Also, things are complex, sometimes you’ll have to dig out the necessary information from the case study.

Dr A.Kyriakidou

Greenwich University Book stores case study

• This is just an example of a rich picture for the case study. There is a lot more information that you could include.

• Remember each one of you can come with totally different rich pictures.

Dr A.Kyriakidou

•honest reviews are helpful for our company • We shall become a web-based department store in the future • We shall expand to other universities •I want to collect information about customers and their preference •Expand product line beyond books.

•Reviews are waste of resources • How to sell more books and get cheaper prices from suppliers? •Shouldn’t spend money on advertising. Attracting new customers not main goal. •In the future we may close shops •Hiring new call center staff means extra costs.

Computer system can help to check stock. Terrible to do it manually!

• How to write review for academic textbooks since it requires an academic background? • The computer system may help me to maintain the information for so many books. •How will I deal with online and telephone orders?

Greenwich University’s book stores

• How can I find my book easily? • I want to order books online or by telephone to save time. • I want to browse catalog online but prefer to place an order by phone. • What books are the best sellers? • I want to read reviews before buying books. • Will it be cheaper if I order books on-line?

Managing Director

Board of Directors conflict area on

strategy

Warehouse

Shop Staff

Telephone customers

Books

Reviews

WALTERBOOKS

(Supplier)

Sample Rich Picture

3 book stores across three campuses in Avery Hill, Medway, Greenwich Managed by the Central Committee of the School of computing and mathematical Sciences. Has a history of providing good honest descriptions of the books it sells. Committed to provide high-quality service to their students and staff. Now thinking about “go out to find customers” apart from students and staff Want to provide new services e.g. Loaning of books, study packs at a discount price.

Has its own system to dispatch books Which shipping method and in what rates?

What if we don’t have the books?

Customers I don’t trust the internet

Competition Despatch Department

Bank Potential Customers

Call Centre Staff

Is training easy? How to write reviews?

Central Committee

- Increase market share - How to advertise to attract new customer? - Hire new call Centre staff?

Dr A.Kyriakidou