Information Systems

PART 2 MONDAY 4 DECEMBER 2006

QUESTION PAPER Time allowed 3 hours This paper is divided into two sections Section A ALL THREE questions are compulsory and MUST be answered TWO questions ONLY to be answered

Section B

Do not open this paper until instructed by the supervisor This question paper must not be removed from the examination hall

The Association of Chartered Certified Accountants

Paper 2.1

Section A ALL THREE questions are compulsory and MUST be attempted The questions in this section refer to the following scenario Scenario The CAET organisation has entered the mobile telephone industry, launching a cut-price phone company called CAETFONE, supported by a major television and media campaign exploiting the CAET brand and image. As part of this initiative, CAET commissioned a bespoke order processing system from its associated company CAET-IT, to be implemented at CAETFONEs specially built international call centres. The launch of CAETFONE was very successful, generating a huge number of enquiries and orders. Unfortunately, the specially commissioned bespoke order processing system failed to cope with this demand causing problems for users and customers alike. A series of problems with the functionality, robustness and usability of the system has led to CAET commissioning consultants to investigate and report on the problems of the system. Extracts from the report are given below. Consultants report extract Usability Issues There are clear issues with the day-to-day usability of the software. These can be categorised into three main issues: Indication of mandatory fields and error reporting on these fields Users are unclear whether entry of data into certain fields is mandatory during order entry. Consequently, users often skip mandatory fields and the problem only comes to light when they try to save the order at the end of the transaction. The system displays an error message forcing users to back track and ask for further details from the customer. This slows down the processing of orders and antagonises customers. Repetitive data entry of predictable data values Many users have complained that predictable data items have to be entered more than once into the system. For example, the customer delivery address is normally the same as their account address, but both have to be entered in full. Furthermore, customer names that have been entered before have to be entered again and at one point the field salutation (Mr, Mrs, Miss etc) has to be filled in by entering the appropriate data value in full. Inappropriate options displayed on data entry screens At a number of points in order entry, options are provided on the screen which should not be available at that place in the interface. For example, direct debit details are requested for a customer who wishes to order a pre-paid phone. In fairness, if these direct debit details are selected an error message does appear that says direct debit details not required for pre-paid but it is confusing that such details are displayed in the first place.

Testability issues The lack of reliability of the software has caused us to study the quality assurance and testing of the system. Three issues have emerged from our investigation: Programmers releasing program code to different levels of quality The system testers we interviewed told us that the quality of code being released by programmers was very variable. One commented that One programmer consistently released programs to us that just did not work at all. The quality just depended on who was writing the code and we came to deeply mistrust some guys on the development team. Unclear specifications for system testers The system testers were very unclear what they were actually testing. We werent clear what the system was supposed to do. So how could we test it? Unclear division of responsibilities for testing System testers commented that they were undertaking tests which they felt should have been done by the programmer. Also, because very few real end users had been assigned to the project, testers were also expected to perform user acceptance testing. The massive scope of the testing we were asked to do just meant that we could not cope.

Other issues There are two other issues we would like to bring to your attention. The first is the attitude of the analysis and design team from CAET-IT to the management, users and system testers of CAETFONE. The analysis and design team did not encourage user participation and relied heavily on textual specification of requirements. One CAETFONE user stated that 2

there was very much an us and them approach. We were really surprised when we saw the system we were going to use. It seemed to lack some of the basic functions of an order processing system. However, it was too late to change anything the CAETFONE launch was just two weeks away. Finally, we must ask the Board of CAET to revisit its decision to build a bespoke system for what is a relatively conventional order processing system at CAETFONE. Earlier involvement of CAET-IT, perhaps building prototypes, would have helped CAET determine the viability of the project and decide whether an alternative software package based approach might have been more appropriate.

The consultants report on CAETFONE has identified three major usability issues of the system. (a) For each of the following usability issues, suggest changes(s) to the user interface that would address each issue. (i) Indication of mandatory fields and error reporting on these fields; (4 marks) (4 marks) (3 marks)

(ii) Repetitive data entry of predictable data values; (iii) Inappropriate options displayed on data entry screens.

(b) Briefly explain how the following should be taken into consideration when designing a user-friendly system. (i) Colour; (3 marks) (3 marks) (3 marks) (20 marks)

(ii) Text font and font size; (iii) Error messages.

(a) Explain the principles and objectives of prototyping. (b) Briefly describe FOUR potential applications of prototyping in the CAETFONE project. (c) List THREE typical features of a Fourth Generation Language (4GL). (d) Explain how a 4GL could contribute to prototyping.

(5 marks) (8 marks) (3 marks) (4 marks) (20 marks)

(a) Describe the principles of the V model and explain its role in quality assurance and testing. Your answer should include a diagram of the V model. (11 marks) (b) The consultants report on CAETFONE has identified three testing issues. For each issue, explain which stage(s) of the V model would address the issue and how it would be addressed. (i) Programmers releasing program code to different levels of quality; (3 marks) (3 marks) (3 marks) (20 marks)

(ii) Unclear specifications for system testers; (iii) Unclear division of responsibilities for testing.

[P.T.O.

Section B TWO questions ONLY to be attempted (Managing Information Systems) 4 (a) A project to deliver a bespoke software system to a customer has failed to meet its planned delivery date. Briefly describe THREE possible reasons for the project failing to meet its agreed delivery date. (6 marks) (b) During the project to deliver a bespoke software system it became clear that the project deadline could not be achieved as planned. Briefly describe THREE possible ways the project manager could have addressed this problem. (6 marks) (c) For the following activities Label A B C D E F G (i) Description Identify requirements Describe current system Undertake feasibility Produce feasibility report Develop feasibility slides Document impact analysis Undertake presentation Precedence Duration 4 days 3 days 2 days 4 days 2 days 1 day 1 day (4 marks) (2 marks) (2 marks) (20 marks)

A, B C C C D, E, F

Draw a network diagram;

(ii) List the activities on the critical path; (iii) State the duration of the project.

(Designing Information Systems) 5 Five techniques for eliciting requirements are listed below: (a) (b) (c) (d) (e) Interviews Questionnaires Observation Facilitated user workshops Printing off information from the current computer system

For EACH of these techniques Briefly describe the technique, ONE advantage of the technique and ONE disadvantage of the technique (4 marks for each technique) (20 marks)

(Evaluating Information Systems) 6 (a) (i) Briefly describe the role and content of a software licence; (4 marks)

(ii) Software is usually licensed, not purchased. Explain the implications of this for ownership, liability and warranty. (6 marks) (b) (i) Briefly describe the scope and purpose of a Data Protection Act; (4 marks) (6 marks) (20 marks)

(ii) Briefly describe THREE principles of a Data Protection Act.

End of Question Paper