What Makes A Good Business Analyst

© 2009 Phil Rich. All Rights Reserved© 2009 Phil Rich. All Rights Reserved

What makes a GOOD What makes a GOOD Business AnalystBusiness Analyst

Presented by Phil RichPresented by Phil Rich

Senior Business AnalystSenior Business Analyst


What makes a good Business AnalystWhat makes a good Business Analyst

The FundamentalsThe Fundamentals

• Analysis skillsAnalysis skills

• Logic skillsLogic skills

• Customer skillsCustomer skills

• Tool skillsTool skills– WordWord– UMLUML– BPMNBPMN



• Analytical skillsAnalytical skills• Logic skillsLogic skills• Customer skillsCustomer skills• Tool skillsTool skills

– WordWord– UMLUML– BPMNBPMN

• Career DiversityCareer Diversity• Journalism (getting the Journalism (getting the

story)story)• WritingWriting• Interview skillsInterview skills• Customer Service skillsCustomer Service skills• Negotiation skillsNegotiation skills

My FundamentalsMy Fundamentals•Body Language skillsBody Language skills•Psychological skills Psychological skills (personality profiling)(personality profiling)•Communication SkillsCommunication Skills•Risk analysis skillsRisk analysis skills•Change Management Change Management skillsskills•Methodology SkillsMethodology Skills•QA SkillsQA Skills•Time and motion study Time and motion study skillsskills•JIT Analysis Skills (Just in JIT Analysis Skills (Just in time)time)•Research SkillsResearch Skills•Audit SkillsAudit Skills•Mentoring SkillsMentoring Skills



• If you can’t interview you can’t get the If you can’t interview you can’t get the informationinformation

• If you can’t write you can’t If you can’t write you can’t communicatecommunicate

• If you can’t write succinctly and If you can’t write succinctly and explicitly your document will be of less explicitly your document will be of less quality – and worse will have less effectquality – and worse will have less effect

• If you can’t write QUICKLY you’re If you can’t write QUICKLY you’re already in troublealready in trouble

Journalism & Business Journalism & Business AnalysisAnalysis



JournalismJournalism & Business & Business AnalysisAnalysis• Interview skillsInterview skills

– Know who you are interviewingKnow who you are interviewing•Either by personality or by positionEither by personality or by position

• Interview Information recognitionInterview Information recognition– Developing an antennae for informationDeveloping an antennae for information

• Getting the story (the real one)Getting the story (the real one)– Why hasn’t the problem been fixed beforeWhy hasn’t the problem been fixed before– OR what has caused this new problemOR what has caused this new problem



• Story StructuringStory Structuring– HeadlineHeadline– LeadLead– 11stst paragraph outline paragraph outline– 22ndnd paragraph background paragraph background– Other paragraphs develop the storyOther paragraphs develop the story– Final paragraph summarises the storyFinal paragraph summarises the story

• Use OUTLINE modeUse OUTLINE mode– Keep breaking down the headings until you Keep breaking down the headings until you

can’t any more --- you just about have your can’t any more --- you just about have your text.text.




• General document WritingGeneral document Writing– Use ACTIVE voice!!!!!Use ACTIVE voice!!!!!– Look out for watch words eg “Will”, “that” Look out for watch words eg “Will”, “that”

– any often used word– any often used word– Write STRONGLYWrite STRONGLY

•Eg “It is believed due to unusual Eg “It is believed due to unusual circumstances this situation has arisen circumstances this situation has arisen because…” – change to “This situation has because…” – change to “This situation has likely arisen due to…”likely arisen due to…”

– Focus on the important wordingFocus on the important wording– KNOW YOUR AUDIENCE!!!!!KNOW YOUR AUDIENCE!!!!!




• Business Analysis Writing Business Analysis Writing (Requirements)(Requirements)– Waterfall the informationWaterfall the information

•Provide a complete background on the subject Provide a complete background on the subject mattermatter

– Break down the units of information to granular detailBreak down the units of information to granular detail

– Use a waterfall approach to flowchartsUse a waterfall approach to flowcharts•Overview level (executive)Overview level (executive)•Mid-Level (Management)Mid-Level (Management)•Low-Level (Coal Face)Low-Level (Coal Face)

– Activity Diagrams to illustrate complexityActivity Diagrams to illustrate complexity




– Understanding the types of requirementsUnderstanding the types of requirements•User RequirementsUser Requirements•FPS RequirementsFPS Requirements•SSS RequirementsSSS Requirements

– Does your CUSTOMER know the difference?Does your CUSTOMER know the difference?•Manage expectationsManage expectations

– Write a requirement with the TEST already Write a requirement with the TEST already understoodunderstood

– Good requirements writingGood requirements writing•Measureable, testable, explicit, succinct, Measureable, testable, explicit, succinct,

non-ambiguousnon-ambiguous




• How to learn journalism techniquesHow to learn journalism techniques– Books on Journalism (the basics)Books on Journalism (the basics)– Books on interviewingBooks on interviewing– Writing magazinesWriting magazines

• Learn Script Writing techniquesLearn Script Writing techniques– These will teach story positioning in a given These will teach story positioning in a given

scenescene– Active voice will be forcedActive voice will be forced

• Learn Advertising copywritingLearn Advertising copywriting– Active and LEAN wording to get a message Active and LEAN wording to get a message

acrossacross• DON’T be afraid to mix it up.DON’T be afraid to mix it up.




• Tips for editing your own workTips for editing your own work– Unless your work has had time to go Unless your work has had time to go

“cold”, then either:“cold”, then either:•Get a person you respect to edit the Get a person you respect to edit the

workwork•Edit the document yourself…. Edit the document yourself….

BACKWARDS! This stops you getting BACKWARDS! This stops you getting involved with the rhythm of the wordsinvolved with the rhythm of the words

•Drone the words. Add NO inflection at Drone the words. Add NO inflection at all.all.

• Tips for writing (anything!!)Tips for writing (anything!!)– Outline ModeOutline Mode




• Research is essentialResearch is essential– but retrieval is paramountbut retrieval is paramount

• Key word groupings – how you enter Key word groupings – how you enter information is vitalinformation is vital

• Wikipedia type approach (knowledge base)Wikipedia type approach (knowledge base)

• Thales Intelligence ToolThales Intelligence Tool– London BombingsLondon Bombings

• Using the information to identify gapsUsing the information to identify gaps

Researching & Business Researching & Business AnalysisAnalysis



Interviewing & Business Interviewing & Business AnalysisAnalysis• Rapport – all importantRapport – all important

– Rapport can be built easily just by observationRapport can be built easily just by observation– Eg. Is the office all crowded in, allows a comment Eg. Is the office all crowded in, allows a comment

like “Boy, I thought my desk was crowded in – how like “Boy, I thought my desk was crowded in – how do you guys cope with all the noise?” Expressing do you guys cope with all the noise?” Expressing REAL sympathy is a valuable tool to establish REAL sympathy is a valuable tool to establish rapport.rapport.

– If the person is difficult then understand why they If the person is difficult then understand why they are. Most of the time it is because they don't think are. Most of the time it is because they don't think they’ve been heard. To show they ARE being they’ve been heard. To show they ARE being heard, start using their own words back at them in heard, start using their own words back at them in your questions.your questions.



• Find the comfort zonesFind the comfort zones– Reflect their language eg lawyers tend to speak Reflect their language eg lawyers tend to speak

formally formally – helpdesk & IT combine IT terms into normal helpdesk & IT combine IT terms into normal

languages eg Interface (with people)languages eg Interface (with people)

• Write EVERYTHING down that is said, even if Write EVERYTHING down that is said, even if you don’t think what’s been said is important.you don’t think what’s been said is important.– You’d be surprised where such information comes You’d be surprised where such information comes

into it’s own later in a project.into it’s own later in a project.

• Listen for NUANCE!!Listen for NUANCE!!

Interviewing & Business Interviewing & Business AnalysisAnalysis



Body language & Business Body language & Business AnalysisAnalysis

• Security investigators (especially in retail) Security investigators (especially in retail) are trained in body language for a reasonare trained in body language for a reason– Look for the eye movementsLook for the eye movements– Watch body movements when discussing Watch body movements when discussing

business functions or activitiesbusiness functions or activities• Discomfort can mean a political situation or lack of Discomfort can mean a political situation or lack of

confidence in the pictureconfidence in the picture• A blocking movement can mean “Don’t go there”A blocking movement can mean “Don’t go there”

• BUT body language MUST be read in BUT body language MUST be read in clusters!clusters!

• How to learn – How to learn – – Books (by Alan Pease)Books (by Alan Pease)– Lie to Me (TV series)Lie to Me (TV series)



Profiling & Business AnalysisProfiling & Business Analysis

• Profiling is a valuable tool for a BAProfiling is a valuable tool for a BA– Learn the behavioural patternsLearn the behavioural patterns– Learn the cultural issues (multicultural users)Learn the cultural issues (multicultural users)

• Profile skill sets (Position Descriptions -> Profile skill sets (Position Descriptions -> Reviews)Reviews)

• Profile business unitsProfile business units• Profile EnterpriseProfile Enterprise• Utilise (or develop) the vision documentUtilise (or develop) the vision document

– Business UnitBusiness Unit– EnterpriseEnterprise

• Utilise (or develop) the strategy documentUtilise (or develop) the strategy document– Business UnitBusiness Unit– EnterpriseEnterprise



• Just In TimeJust In Time– To a Business AnalystTo a Business Analyst

•At risk of rushed requirementsAt risk of rushed requirements

•Break up the workload into multi-phaseBreak up the workload into multi-phase

– To the end resultTo the end result• Identify the low-hanging fruit – Phase 1Identify the low-hanging fruit – Phase 1

• Identify the must haves – Phase 2Identify the must haves – Phase 2

• Identify the nice to haves – Phase 3Identify the nice to haves – Phase 3

• Identify the ideal world – Phase 4Identify the ideal world – Phase 4

JIT & Business AnalysisJIT & Business Analysis



• Set expectations and set boundariesSet expectations and set boundaries• EducateEducate• What is the document you’re creating?What is the document you’re creating?• What is the outcome from this document?What is the outcome from this document?

– Let them know there is an action plan sitting Let them know there is an action plan sitting behind the paperwork but the paperwork is behind the paperwork but the paperwork is necessarynecessary

• What is an FPS?What is an FPS?– I’ve seen differences of opinion between 3 I’ve seen differences of opinion between 3

project offices on a single floor of an orgproject offices on a single floor of an org• Make sure you DELIVER to the expectationMake sure you DELIVER to the expectation

The Customer & Business The Customer & Business AnalysisAnalysis



• Managing Change in the organisationManaging Change in the organisation– Create a visionCreate a vision

• Sell itSell it– ManagementManagement– CoalfaceCoalface

– Create a StrategyCreate a Strategy• Confirm itConfirm it

– ManagementManagement– CoalfaceCoalface

• Implement itImplement it– Let the coalface implement it for you (SELL IT!!!)Let the coalface implement it for you (SELL IT!!!)

• Who Moved My CheeseWho Moved My Cheese

Change & Business AnalysisChange & Business Analysis



• Mentor where possibleMentor where possible– Causes you to consider how you accomplishCauses you to consider how you accomplish– Forces honest appraisal of your own weaknessesForces honest appraisal of your own weaknesses

• Utilise other experiencesUtilise other experiences– Learn from problematic customersLearn from problematic customers– Learn from experiences from other organisationsLearn from experiences from other organisations– Learn from Commercial imperativesLearn from Commercial imperatives– Treat each client/customer as a business and ask yourself Treat each client/customer as a business and ask yourself

the following:the following:• Should the business be more profitable (Gov Depts still can Should the business be more profitable (Gov Depts still can

be)?be)?• Should the business goals be customer service focused (not Should the business goals be customer service focused (not

every business should – but most definitely should)?every business should – but most definitely should)?• What are the pain points for this business?What are the pain points for this business?• Why does the business operate – what is the historical Why does the business operate – what is the historical

context and the imperatives it perceives?context and the imperatives it perceives?

How do we improve?How do we improve?



• Analytical skillsAnalytical skills• Logic skillsLogic skills• Customer skillsCustomer skills• Tool skillsTool skills

– WordWord– UMLUML– BPMNBPMN

• Career DiversityCareer Diversity• Journalism (getting the Journalism (getting the

story)story)• WritingWriting• Interview skillsInterview skills• Customer Service skillsCustomer Service skills• Negotiation skillsNegotiation skills

Questions?Questions?•Body Language skillsBody Language skills•Psychological skills Psychological skills (personality profiling)(personality profiling)•Communication SkillsCommunication Skills•Risk analysis skillsRisk analysis skills•Change Management Change Management skillsskills•Methodology SkillsMethodology Skills•QA SkillsQA Skills•Time and motion study Time and motion study skillsskills•JIT Analysis Skills (Just in JIT Analysis Skills (Just in time)time)•Research SkillsResearch Skills•Audit SkillsAudit Skills•Mentoring SkillsMentoring Skills

What Makes A Good Business Analyst

Business

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