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2.2.2.2.3 Observing the business processes
Observatio n
is a
method of
understanding the job by watching people carrying out their
work in a natural setting. Observation can provide better understanding than
interviewing [17].
Advantages of observation:
Observation of people at work provides
first
hand
experience of
the way
that the
current system operates.
Data
are
collected
in
real
time
and
can
have
a
high
level
of
validity
if
care
is
taken
in
how the technique
is
used.
Observation can be used
to verify
information
from other sources or
to
look
for
exceptio ns to the standard procedure.
Baseline data about
the performance of
the existing system and of
users can be
collected.
Disadvantages of observation:
Most people don’t
like being observed and are
likely
to behave differently
from
the
way
in
which
they
would
normally
behave.
This
can
distort
findings
and
affect the
validity.
Observation requires a trained and skilled observer for it to be most effective.
There
may be
logistical problems
for the analyst,
for example,
if
the staff
to be
observed work shifts or travel long distance in order to do the job.
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