Succeeding with Use Cases: Working Smart to Deliver Quality

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After all, customers are the mortar that keep businesses from falling apart, so it only makes sense that happy, invested customers are the underlying foundation for success. Customer relationship management CRM is a technology that allows businesses both large and small to organize, automate, and synchronize every facet of customer interaction.

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CRM system examples include marketing, sales, customer service, and support. Most CRM platforms involve businesses analyzing customer interactions and improving the customer relationship. This technology has been widely embraced throughout the business world. Wells Fargo realizes that many of their customers use multiple banks, so they know that they need to go above and beyond when it comes to connecting with clients. They do this by taking advantage of CRM social media connectivity, so that they can always remain in touch and accessible to those who need them.

They also use CRM to ensure that those who come to them with concerns are quickly connected with someone who can provide a solution. See how Wells Fargo sets the example for customer relationship management. Bespoke is a smaller organization that offers fine wines, top-tier memberships, and elegant art experiences. By embracing CRM solutions, they were able to continue to show their customers the kind of personal attention that had defined their organization from the beginning. Activision has been a leading publisher in the American video game market for over three decades.

Service Cloud then allows Activision to follow up on those conversations.

Activision augments their CRM with customer service and marketing features. Munchery is a small business that provides a delicious alternative to standard food delivery. By supplying customers with food that was ready to eat, whenever and wherever a customer was in the mood, Munchery soon discovered that managing their growing number of repeat customers while also catering to new ones was becoming overwhelming.

Read more about how Munchery uses CRM. Speak with your employees, listen to consumer feedback, and determine exactly what kind of CRM solutions are best for your organization. Whether large or small, your business depends on keeping its customers happy. So you want a CRM, but don't know which one is right for you? Download the free e-book to find out. Salesforce Hub. Wells Fargo. Iterate through your use cases to see if they cover all the situations.


This might help refine your use cases or discover new ones. Examine your nonfunctional requirements e. You might be able to refine, add, or drop use cases based on this. Make a semantic network diagram. Do a quick brainstorm of all the concepts and interactions and relationships from the problem domain. Decide which concepts fall within the system will be part of the object model , which are on the boundaries probably will become actors or usages , and which are beyond the scope of the system being modeled do not affect the software system being built and don't show up in any of the modeling efforts.

Use case - Wikipedia

Don't make premature assumptions about the interface. Use cases should be thought of as abstract prototypes. The interface is yet to be designed, and premature assumptions can constrain the design unnecessarily. This is particularly important if you are not going to design the interface yourself. Use cases are tools for modeling user tasks; lots of other tools are more suitable for system modeling. Stay focused on the business processes and not the information technology.

Be clear that you and your sponsor agree on the issue or question being addressed. A multitude of use cases and mission threads can be pursued, but to do all of them would be unrealistic. Be sure to focus on and have objectives up front of the particular problem s that is being evaluated and solution s for that problem. Be sure you have a firm grasp of the mission context. Thoroughly understand the end user's needs, concept of operations, and environment along with emerging threats, courses of actions, etc.

For example, don't use force-on-force techniques when perhaps anticipated future operations are insurgency oriented. Don't perform quick shock and awe in isolation when there is the potential for protracted operations.

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Focus on the end users' needs and not on what an operational leader wants—keep the use cases as close to reality as possible. Exercise due diligence by looking for other definitions on the Web and elsewhere that are similar or related. Given the paucity of existing, documented use cases or mission threads, the first lesson learned is how to find them.

The second is that no one considers anyone else's work authoritative. Remember that although we strive for cross-agency, joint, or multinational considerations, the reality is that individual departments and agencies often drive many aspects of a use case; the mission thread and these drivers need to be considered. Understand the level of operation that is being examined.

Process Improvement - Setting up for success

Put the particular use case in context across the full spectrum of operations. Aim to have some form of simulated results that can feed into the use cases you're examining. Simulate the input and output from the use case to and from the integrated set of activities involved in the particular operation or aspect of the execution. Use stimulation triggers to interplay with the use case s or mission threads that are under closer examination. A variety of commercial and government tools can help capture the use case actors, scripts, and actions.

Remember, it is not about the tool but about the process. Share use cases and mission threads with others.

What is the Software Development Life Cycle (SDLC)?

You probably don't, but you probably do have important pieces of the overall puzzle and value; share use cases and mission threads to increase the overall value of capabilities to the end users. An important part of using use cases and mission threads is the results you get from architectures, testing, experiments, and exercises.

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  7. Be sure to make your results very visible. Capturing and assessing the use case data and parameters take significant time. Make your analysis visible to others to use in exercises perhaps physical exercises , models and simulations, etc. Remember to document. It is especially important to know who vetted your descriptions, what the scope of the analysis was, and who the user was. Documentation is especially important when discussions occur later about scope. Armour, F.

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