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Business Analysis Trend – From BAWI 2013 – Business Analysis Workshop Italy

2013 – 18th October 2013 – IIBA Italy Chapter Article:

“How to get Quality Management System Objective App lying BA Methodologies!” - Alessandro Rogora – Gruppo Reti

Share how Gruppo Reti is applying the BA methodologies to improve quality system efficacy (meeting customers’ business needs) and efficiency (focusing on activities that guarantee value for Customer and Organization) to get business objectives. Gruppo Reti found in the Business Analysis methodology application the solution to a business need: add business value improving the Quality Management System (QMS). Quality certification was required by the market, but it was not so clear the benefit to the business and, in addition, was perceived as an obstacle or as an unnecessary work by Reti consultants. In order to improve and measure the value for the business, Gruppo Reti realized that QMS could become the key factor to lead an internal cultural change: QMS should be the way to work starting from Customer satisfaction through real daily governance and operating processes. To do that BA approach and competencies are essential: more Quality, more BA Professionals, more understanding of Customer needs, mean more Customer satisfactions, more value for Gruppo Reti and, at the end, more deals. This is th e benefit logic. As defined by UNI, QMS has to “[…] demonstrate (Organization) ability to consistently provide product that meets customer and applicable statutory and regulatory requirements, and […] enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements” (by UNI EN ISO 2001, the benchmark guidelines procedures for every Quality Manager into an Organization). That QMS definition allowed to start thinking that BA could be useful to get its objectives: according with definition provided by IIBA, “Business Analysis is the set of tasks and techniques used to work as a liaison among stakeholders in order to understand the structure, policies, and operations of an organization, and to recommend solutions that enable the organization to achieve its goals. Business analysis involves understanding how organizations function to accomplish their purposes, and defining the capabilities an organization requires to provide products and services to external stakeholders” (by BABOK® Guide v2.0, the benchmark guidelines collection for every Business Analyst). First of all, Gruppo Reti concentrated its efforts on what QMS and BA have in common. They are working at organization level, to increase the focus on customer and on the

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solutions (products and services), and used BA methodologies in 9 steps to get QMS objectives and assure the alignment to real business needs:

BA approach allowed to: involve Top Management and Business Area owners, identify their stakeholders’ real needs, find a Business-driven solution. Actually BA approach allowed to get following QMS objectives:

� Start up an internal review process to grow perception level on QMS topics. � Delegation to review internal procedures and responsibility to collect input data

for Management Review and review internal KPIs directly by each internal BU. � Feedback and new procedures written directly by BU owners. � Increased responsibility on: Non-compliance elements identification and

resolution , Opportunity for improvement collection � Increased awareness in the customer complaints’ man agement.

Gruppo Reti success case demonstrated how BA methodologies could be the best tool available for a Quality Manager to get QMS objectiv es.