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The Practice of Office Analysis: Objectives, Obstacles, and Opportunities

Office analysis is a technique for supporting the first stagein modern systems analysis and design, the invention phase. Theprocess involves first describing the activities that take placein a given office, focusing not on who is doing what with anobject, but rather on the high level information processingactivities that change or move the object's information content.After having described the activities, office analysis prescribesmodifications of the existing system, by identifying bothpotential reconfigurations of work and additional technologicalsupport. These prescriptions are based primarily on theory fromcognitive psychology about the strengths and weaknesses of humansas information processors (e.g., they are fast and powerful increating information, but slow and error prone in transportinginformation from place to place).This paper describes how office analysis works and what makesit hard to do, including the facts that office work isintangible, seems to lack focus, and often involves intermingledand parallel streams of activity. There are, however, majoradvantages to successful analysis: requirements for newinformation systems are founded on careful scrutiny of the workdone in the office, assigning those activities better done bycomputers to automation and those by people to people. We arguethat the application of office analysis techniques will make moreefficient use of an organization's resources, including humanresources, to accomplish its information processing activities.