Home > Articles

  • Print
  • + Share This

Step 3: Diagnose Problems and Opportunities

After creating the information activity map (Step 1) and the value model (Step 2), you are ready to diagnose the business process, looking for problems or opportunities that the Web can help eliminate or take advantage of.

Previously, we built an information activity map of a business process and a value model—specifically, a cost model—based on that map (refer back to Figure 7).

Next comes the fun part: using the model to determine problems or opportunities in the process that the Web can eliminate or take advantage of. If you have Microsoft Excel™ installed on your computer, you can interactively follow the discussion in this article by downloading the sample cost model created in the previous article.

Diagnosis: The Problem with "Common-Sense" Solutions

Your goal in diagnosis depends on your client's goals. Suppose that your client tells you that he or she wants to minimize the cost of the mailing process. The beauty of the cost model is that it allows us to systematically determine what factors drive this cost, such as the cost drivers. Without the cost model, you run the risk of suggesting "common-sense" solutions that have little or no effect.

For example, one common-sense solution to reducing costs in a process is to hire cheaper labor. A naiïve consultant may suggest reducing costs by hiring cheaper instructors at a wage of $25 per hour instead of $50. However, our model shows that cutting an instructor's wage (IWAGE) in half results in only a 1.15 percent reduction in mailing costs (see Figure 8).

Figure 8

The effect of hiring cheaper instructors on the mailing cost (Reprinted with permission from Flor, N. [2000], Web Business Engineering, Addison-Wesley Longman)

Another common-sense solution to reducing process costs is by having people work twice as fast. In our model, this amounts to cutting all the time variables (PTIME, DTIME, CTIME, MTIME, STIME, RTIME, and WTIME) in half. However, our model shows only a 2.44 percent reduction in mailing costs when you do this (see Figure 9).

Figure 9

The effect forcing people to work twice as fast. (Reprinted with permission from Flor, N. [2000], Web Business Engineering, Addison-Wesley Longman)

If common sense isn't helping, how can we determine what factors, if any, drive the cost of the process?

Diagnosis: Systematically Determining Costs

No techniques are guaranteed to identify cost drivers, but we can use several heuristics with our model to help us systematically identify them. One useful heuristic is the "one-half" trick. Using this heuristic, you reduce each factor in half and note its cost effects. Those factors whose reductions result in the biggest decrease in the overall cost are the likely cost drivers. The one-half heuristic suggests the following cost drivers: the number of sites that the packages are mailed to (NSITES), the mailing fee (MAILXFEE), the frequency of assignment mailings (TFREQ), the number of instructors (NINST), the number of weeks in a semester (WMINI), and the number of semesters in a year (NMINI). Cutting these factors in half results in cost reductions of 47.7 percent, 47.4 percent, 50 percent, 50 percent, 50 percent, and 50 percent, respectively (see Figure 10).

Figure 10

Applying the one-half heuristic (Reprinted with permission from Flor, N. [2000], Web Business Engineering, Addison-Wesley Longman)

Now that you've identified cost drivers, you need to determine which drivers your client has control over.

Diagnosis: Determining the Variant Drivers

For organizational or cultural reasons, not all cost drivers can be eliminated. For example, there will always be four participating sites (NSITES), and instructors will always mail out two assignments per week (TFREQ). For similar reasons, WMINI and NMINI are not variable. The only factor that our client can really vary is the mailing fee. For example, the client can find a cheaper mailing service—one that charges $3 per mailing instead of $20—and reduce costs by 80.58 percent (not shown). Or, the client can eliminate paper mailings entirely by somehow using the Web. This corresponds to a zero mailing fee (MAILXFEE) and a 94.8 percent reduction in mailing costs (see Figure 11).

Figure 11

The effect of reducing mailing costs to zero (Reprinted with permission from Flor, N. [2000], Web Business Engineering, Addison-Wesley Longman)

Note that our model doesn't really tell us how to use the Web to achieve this cost reduction. It merely suggests that any Web solution that drastically reduces or eliminates the mailing fee will result in a large reduction in costs. The important point, however, is that we aren't guessing what the problem is—instead, we're systematically determining it. Next, we examine how to design Web solutions, or treatments, that eliminate the problems that we uncover in our diagnosis.

  • + Share This
  • 🔖 Save To Your Account

InformIT Promotional Mailings & Special Offers

I would like to receive exclusive offers and hear about products from InformIT and its family of brands. I can unsubscribe at any time.


Pearson Education, Inc., 221 River Street, Hoboken, New Jersey 07030, (Pearson) presents this site to provide information about products and services that can be purchased through this site.

This privacy notice provides an overview of our commitment to privacy and describes how we collect, protect, use and share personal information collected through this site. Please note that other Pearson websites and online products and services have their own separate privacy policies.

Collection and Use of Information

To conduct business and deliver products and services, Pearson collects and uses personal information in several ways in connection with this site, including:

Questions and Inquiries

For inquiries and questions, we collect the inquiry or question, together with name, contact details (email address, phone number and mailing address) and any other additional information voluntarily submitted to us through a Contact Us form or an email. We use this information to address the inquiry and respond to the question.

Online Store

For orders and purchases placed through our online store on this site, we collect order details, name, institution name and address (if applicable), email address, phone number, shipping and billing addresses, credit/debit card information, shipping options and any instructions. We use this information to complete transactions, fulfill orders, communicate with individuals placing orders or visiting the online store, and for related purposes.


Pearson may offer opportunities to provide feedback or participate in surveys, including surveys evaluating Pearson products, services or sites. Participation is voluntary. Pearson collects information requested in the survey questions and uses the information to evaluate, support, maintain and improve products, services or sites, develop new products and services, conduct educational research and for other purposes specified in the survey.

Contests and Drawings

Occasionally, we may sponsor a contest or drawing. Participation is optional. Pearson collects name, contact information and other information specified on the entry form for the contest or drawing to conduct the contest or drawing. Pearson may collect additional personal information from the winners of a contest or drawing in order to award the prize and for tax reporting purposes, as required by law.


If you have elected to receive email newsletters or promotional mailings and special offers but want to unsubscribe, simply email information@informit.com.

Service Announcements

On rare occasions it is necessary to send out a strictly service related announcement. For instance, if our service is temporarily suspended for maintenance we might send users an email. Generally, users may not opt-out of these communications, though they can deactivate their account information. However, these communications are not promotional in nature.

Customer Service

We communicate with users on a regular basis to provide requested services and in regard to issues relating to their account we reply via email or phone in accordance with the users' wishes when a user submits their information through our Contact Us form.

Other Collection and Use of Information

Application and System Logs

Pearson automatically collects log data to help ensure the delivery, availability and security of this site. Log data may include technical information about how a user or visitor connected to this site, such as browser type, type of computer/device, operating system, internet service provider and IP address. We use this information for support purposes and to monitor the health of the site, identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents and appropriately scale computing resources.

Web Analytics

Pearson may use third party web trend analytical services, including Google Analytics, to collect visitor information, such as IP addresses, browser types, referring pages, pages visited and time spent on a particular site. While these analytical services collect and report information on an anonymous basis, they may use cookies to gather web trend information. The information gathered may enable Pearson (but not the third party web trend services) to link information with application and system log data. Pearson uses this information for system administration and to identify problems, improve service, detect unauthorized access and fraudulent activity, prevent and respond to security incidents, appropriately scale computing resources and otherwise support and deliver this site and its services.

Cookies and Related Technologies

This site uses cookies and similar technologies to personalize content, measure traffic patterns, control security, track use and access of information on this site, and provide interest-based messages and advertising. Users can manage and block the use of cookies through their browser. Disabling or blocking certain cookies may limit the functionality of this site.

Do Not Track

This site currently does not respond to Do Not Track signals.


Pearson uses appropriate physical, administrative and technical security measures to protect personal information from unauthorized access, use and disclosure.


This site is not directed to children under the age of 13.


Pearson may send or direct marketing communications to users, provided that

  • Pearson will not use personal information collected or processed as a K-12 school service provider for the purpose of directed or targeted advertising.
  • Such marketing is consistent with applicable law and Pearson's legal obligations.
  • Pearson will not knowingly direct or send marketing communications to an individual who has expressed a preference not to receive marketing.
  • Where required by applicable law, express or implied consent to marketing exists and has not been withdrawn.

Pearson may provide personal information to a third party service provider on a restricted basis to provide marketing solely on behalf of Pearson or an affiliate or customer for whom Pearson is a service provider. Marketing preferences may be changed at any time.

Correcting/Updating Personal Information

If a user's personally identifiable information changes (such as your postal address or email address), we provide a way to correct or update that user's personal data provided to us. This can be done on the Account page. If a user no longer desires our service and desires to delete his or her account, please contact us at customer-service@informit.com and we will process the deletion of a user's account.


Users can always make an informed choice as to whether they should proceed with certain services offered by InformIT. If you choose to remove yourself from our mailing list(s) simply visit the following page and uncheck any communication you no longer want to receive: www.informit.com/u.aspx.

Sale of Personal Information

Pearson does not rent or sell personal information in exchange for any payment of money.

While Pearson does not sell personal information, as defined in Nevada law, Nevada residents may email a request for no sale of their personal information to NevadaDesignatedRequest@pearson.com.

Supplemental Privacy Statement for California Residents

California residents should read our Supplemental privacy statement for California residents in conjunction with this Privacy Notice. The Supplemental privacy statement for California residents explains Pearson's commitment to comply with California law and applies to personal information of California residents collected in connection with this site and the Services.

Sharing and Disclosure

Pearson may disclose personal information, as follows:

  • As required by law.
  • With the consent of the individual (or their parent, if the individual is a minor)
  • In response to a subpoena, court order or legal process, to the extent permitted or required by law
  • To protect the security and safety of individuals, data, assets and systems, consistent with applicable law
  • In connection the sale, joint venture or other transfer of some or all of its company or assets, subject to the provisions of this Privacy Notice
  • To investigate or address actual or suspected fraud or other illegal activities
  • To exercise its legal rights, including enforcement of the Terms of Use for this site or another contract
  • To affiliated Pearson companies and other companies and organizations who perform work for Pearson and are obligated to protect the privacy of personal information consistent with this Privacy Notice
  • To a school, organization, company or government agency, where Pearson collects or processes the personal information in a school setting or on behalf of such organization, company or government agency.


This web site contains links to other sites. Please be aware that we are not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of each and every web site that collects Personal Information. This privacy statement applies solely to information collected by this web site.

Requests and Contact

Please contact us about this Privacy Notice or if you have any requests or questions relating to the privacy of your personal information.

Changes to this Privacy Notice

We may revise this Privacy Notice through an updated posting. We will identify the effective date of the revision in the posting. Often, updates are made to provide greater clarity or to comply with changes in regulatory requirements. If the updates involve material changes to the collection, protection, use or disclosure of Personal Information, Pearson will provide notice of the change through a conspicuous notice on this site or other appropriate way. Continued use of the site after the effective date of a posted revision evidences acceptance. Please contact us if you have questions or concerns about the Privacy Notice or any objection to any revisions.

Last Update: November 17, 2020