CONTENTS

Figures and tables

Authors

Foreword

Acknowledgements

Abbreviations

Useful websites

Preface

1. STRATEGIC CONTEXT

Introduction

External environment analysis

Internal environment analysis

Strategy analysis

Performance measurement

2. SITUATION INVESTIGATION

Introduction

The holistic context

Qualitative investigation

Quantitative investigation

Documenting the situation

3. FEASIBILITY ASSESSMENT AND BUSINESS CASE DEVELOPMENT

Introduction

Ideation

Option evaluation

Governance

4. BUSINESS PROCESS IMPROVEMENT

Introduction

Process investigation

Enterprise analysis

Event-response analysis

Actor-task analysis

Process analysis

Customer experience analysis

5. REQUIREMENTS DEFINITION

Introduction

Requirements elicitation

Requirements analysis

Requirements documentation and modelling

Requirements planning and management

Requirements validation

6. BUSINESS ACCEPTANCE TESTING

Introduction

Test condition analysis

Test design

7. BUSINESS CHANGE DEPLOYMENT

Introduction

Business readiness assessment

People readiness assessment

Post-change review

8. STAKEHOLDER ENGAGEMENT

Introduction

Identifying stakeholders

Analysing stakeholders

Understanding stakeholder perspectives

Communicating and negotiating with stakeholders

Bibliography

Index

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