ASL_04 - Users, Customers and Stakeholders SC1

Session Overview

  • Remote Session Preparation: ELMS estio as part of the BPP Education Group focuses on building skills for better futures.

Attendance and Consent

  • Consent to Record: All Estio training sessions are recorded for learner support and quality purposes. Attending equates to consent. Attendees should communicate any live concerns with their trainer.

Safeguarding Team

  • Support for Wellbeing:

    • Email: safeguarding@estio.co.uk

    • Key Personnel:

      • Jane Ridley - Designated Safeguarding Officer

      • Florence Pearson - Designated Safeguarding Officer

      • Mark Elson - Executive Designated Safeguarding Lead

      • Chandra Wood - Designated Safeguarding Lead

      • Pav Sharma - Designated Safeguarding Officer

Application Support

  • Focus on users, customers, and stakeholders to enhance skills for improving future opportunities.

Knowledge, Skills, and Behaviors (KSBs) Covered

  • Knowledge:

    • K5: Approaches for defining customer requirements for data analysis.

    • Project Report: Involves questions and answers.

  • Skills:

    • S4: Communicate effectively (verbal and non-verbal) with stakeholders.

    • S5: Customer-focused service delivery through active listening.

    • Professional Discussion: Backed by portfolio evidence.

  • Behaviors:

    • Evaluation through Project Report and Professional Discussion with portfolio context.

Active Listening Techniques

  • Example Conversation:

    • Context: Lisa expresses distress about a fight with her sister.

    • Active Techniques:

      • Open-ended questions (e.g., Jodie asking for more details).

      • Reflection (e.g., acknowledging feelings).

      • Evaluative responses (e.g., assessing complexity of feelings).

Hints for Apprenticeship Preparation

  • Understand assessment criteria and prepare thoroughly.

  • Avoid being unprepared in discussions; maintain positivity about experiences.

  • Take the opportunity to enhance answers and show additional knowledge to gain extra marks.

Learning Aim and Objectives

  • Aim: Use knowledge of customer and stakeholder dynamics in decision-making.

  • Objectives:

    • Identify stakeholders.

    • Relate customer journeys to suggested models.

    • Understand elicitation methods for requirements.

    • Explain prioritization methods for requirements.

Stakeholder Understanding

  • Definition: Stakeholders are individuals or groups affected by or who influence an organization's success; they have diverse and sometimes conflicting needs.

Types of Stakeholders

  • Internal Stakeholders: Directly affected (e.g., owners, employees).

  • External Stakeholders: Influencers without direct effect (e.g., media, local community).

Stakeholder Wheel and its Purpose

  • Purpose: Visualizes relationships and influences among stakeholders.

    • Primary Purpose: To visualize these relationships effectively in projects.

Personas

  • Persona Definition: An archetypical user profile representing a larger user group, characterized by:

    • Behavior patterns

    • Goals

    • Skills

    • Attitudes

User Story Format

  • User Stories: Structured as "As a [role], I want to [action], so that [benefit]."

  • Characteristics: Should be independent, negotiable, valuable, estimatable, small, and testable (INVEST).

Requirements Types

  • Functional Requirements: Describe what the system must do.

  • Non-functional Requirements: Specify quality characteristics of how the system performs.

Requirements Elicitation Techniques

  • Methods include:

    • Brainstorming

    • Document Analysis

    • Focus Groups

    • Interviews

    • Observations

    • Prototyping

    • Requirements Workshops

    • Surveys/Questionnaires

Prioritization Techniques

  • Various methods include:

    • MoSCoW (Must, Should, Could, Won’t)

    • Kano Model

    • Relative Weighting

    • Opportunity Scoring

    • Stack Ranking

    • Priority Poker

    • Cost of Delay

    • $100 Test

Performance Measurement

  • Metrics include financial performance, customer experience, process efficiency, KPIs, time taken, and quality of service or goods.

Stakeholder Analysis Tools

  • Power Interest Grid: Used to assess stakeholder interest and influence.

  • RACI Matrix: Defines roles and responsibilities related to tasks in projects.

Communication with Stakeholders

  • Understand internal and external communication strategies and adjust messaging accordingly based on the audience.