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A company is implementing a new enterprise software application. As the existing process has been associated with poor customer satisfaction levels, which have declined even further in recent years, the decision has been made to completely re-engineer the process to reduce handoffs between staff, which will also better support remote working practices.
Which two sources should the business analyst use as part of their initial analysis of the situation?
The guidance on prior research for business analysis work states that analysts should first study relevant background material to gain an ''entry point'' into the domain before undertaking deeper investigation. For projects focused on specific processes (such as re-engineering a customer-facing process with excessive handoffs), the documentation explicitly recommends studying procedure manuals and current system documentation to understand what the process is supposed to be and how it is documented. It also recommends studying the organisation chart to understand reporting lines, functional groupings, and where responsibilities and handoffs may occur---particularly important here because the goal is to reduce handoffs and support remote working practices.
Financial statements and annual reports can be useful for strategic or corporate-level analysis, but the scenario is operational and process-focused (re-engineering a process linked to declining customer satisfaction). The most direct ''initial analysis'' sources, aligned with the prescribed prior-research approach for process-oriented work, are therefore procedure manuals/documentation and organisation charts.
Crucially, the guidance cautions that documentation may become out of date and can reflect ''what we thought it ought to have been,'' so these sources support orientation and preparation, but they must be followed by proper investigation techniques (e.g., interviews, observation, workshops, and quantitative methods) to confirm what actually happens in practice.