A business scenario is a description of an interaction between a business and a person. They are created to describe and improve a type of interaction, so that employees know how to behave in the situation. Good business scenarios improve business relationships and customer satisfaction.
Business scenario analysis allows businesses to examine and improve the quality of interactions. The analysis should address the interaction, business perspective, technology perspective, actors, best practices, and potential improvements.
The first section in the analysis is an overview of the interaction. This area should contain a brief description of the interaction, including the purpose of the interaction, and how the interaction should be completed. It is also useful to describe how often the interaction should be completed. The interaction overview is important because it provides a brief description of how the interaction should go and can be used as a reference for employees and managers. Furthermore, creating an overview will create consensus among managers about how the interaction should proceed.
The second section is the business perspective of the interaction. This section looks at how the interaction adds value to the business, how it could add more value, why it needs to change, and how fast it needs to change. It should include what need the business scenario fulfils, and what the interaction tells the business. The business perspective is important because it explains why the business performs the interaction, how the interaction should be improved, and how quickly.
The third section explains the technology perspective of the interaction. This section should explain how the technology supports the business scenario, where technology adds value to the interaction, and what the interaction tells the business from a technical perspective. Out-of-date video conferencing software is an example of should be mentioned in this section. The technology perspective is important because it ensures up-to-date information and programs for interactions.
The fourth section in the analysis mentions who is involved in the interaction. This section should include the type of employees, and the type of customer or business that the interaction occurs with. It helps to use a persona to personalize the interaction. The actors are important because the interaction could proceed differently if the employees are interacting with a large or small business.
The fifth section of the analysis should explain the current best practices in the scenario. This section should include examples of employees behaving in ways that maximize business value and increase customer satisfaction. The business should list what the employee did and why, explain why what they did added value, and decide if it should be part of the business process. The best practices section is important because it lists the best methods for interacting with customers.
The final section of the analysis includes any improvements that should be made to the business scenario. This section should include problems that should be fixed, and opportunities that can be taken advantage of to improve interactions. Improvements are important because they are how the business increases customer satisfaction and improves the quality of interactions.
Once the business scenario analysis is completed, the business should have a list of improvements that can be made to their interactions. However, it is important not to then neglect business scenarios. Interactions with customers and businesses will continue to evolve, and thus, business scenarios will constantly change. Analyses and improvements will have to be performed on a regular basis to maintain the highest levels of customer satisfaction.