bawi2013-intervento-gruppo_reti

How to get Quality Management System objectives applying BA Methodologies!

Alessandro Rogora, PRINCE2®, PMP®

RETI S.p.A. Executive Manager

NH Hotels Milanofiori, Assago (MI) - 18 Oct. 13

How to get Quality Management System objectives applying BA Methodologies!

Agenda

Perceptions on Quality Assurance & Control procedures

What have in common Quality Management System and Business Analysis?

RETI QMS 2.0v: a successful case history

How to guarantee continual improvement?

© International Institute of Business Analysis

2

What’s your perception on Quality Assurance & Control procedures?


3

Quality Management System (QMS)

is perceived as an obstacle

to your daily activity?

Result 2

Result 1

How to get

that high

perception

level?

Oct-2002

ISO 9001:2000 certification

Jan-2004

Data quality consolidation to guarantee valid input to internal processes

Jan-2012

Corporate maturity on Quality procedures and start to QMS guidelines review

Dec-2013

New QMS guidelines consolidation

Perception levels on QMS in Gruppo RETI

4

ISO certification will distinguish us in the Market

3

QMS is useful for each daily governance and operating process

2

QMS could better organize our internal processes

1

Main objectives for a QMS

“[…] 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)


5

QMS

Business Analysis definition

“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)


6

BA

What have in common QMS and BA?

QMS BA


7

?

1 Working at organization level (to accomplish

organization functions purposes)

Focus on customer (external stakeholders)

Providing product (or service)

2

3

QMS+BA ?

QMS

BA

Could we use BA methodologies to

get QMS objectives?


8

If so, how?

RETI QMS 2.0v in 9 steps


9

1. Define Business

Needs What do we want do?

2. Conduct Stakeholder

Analysis Who and how are we going to involve?

3. Conduct

Elicitation Activity How do we get our

objectives?

4. Assess Capability

Gaps What are organization

gaps we need to fill out?

5. Define Business Case What is value for our organization

that we need to gain?

6. Specify and Model

Requirements How do we do to meet

stakeholder / solution

requirements?

8. Communicate

Requirement Share stakeholder and

solution requirements 3 & 7. Conduct

Elicitation Activity How do we get our

objectives?

9. Evaluate Solution

Performance Has the solution got our

objectives?

Business Analysis knowledge areas’ tasks


10

Business

Analysis

Planning &

Monitoring Elicitation

Requirements

Management &

Communication

Enterprise

Analysis

Requirements

Analysis

Solution

Assessment &

Validation

Plan BA

Approach

Conduct

Stakeholder

Analysis

Plan BA

Activities

Plan BA

Communication

Plan

Requirements

Management

Process

Manage BA Performance

Prepare for

Elicitation

Conduct

Elicitation

Activity

Document

Elicitation

Results

Confirm

Elicitation

Results

Manage Solution

Scope &

Requirements

Manage

Requirements

Traceability

Maintain

Requirements for

Re-use

Prepare

Requirements

Package

Communicate

Requirements

Define

Business

Need

Assess

Capability

Gaps

Determine

Solution

Approach

Define

Solution

Scope

Define

Business

Case

Prioritize

Requirements

Organize

Requirements

Specify and

Model

Requirements

Determine

Assumptions &

Constraints

Verify

Requirements

Validate

Requirements

Assess

Proposed

Solution

Allocate

Requirements

Assess

Organizational

Readiness

Define

Transition

Requirements

Validate

Solution

Evaluate

Solution

Performance

IIBA® Business Analysis Body of Knowledge (BABOK®) v2.0

RETI QMS 2.0v deliverables

RETI QMS 2.0v program has been signed up at Top

Management level

QMS new approach has been shared within all

business areas

Ownership identification for all business areas,

technical dept. included


11

Responsibility sharing and/or delegation

Responsibility to collect input data for Management

Review

Responsibility to review key performance indexes

for each business area

Delegation to start up an internal review process to

grow perception level on QMS

Delegation to review internal procedures for each

business area

Feedback and new procedures have been written

directly by business area owners

RETI QMS 2.0v: evaluate solution performance WELL DONE

Increased attention to focus on:

Better understand own objectives

Share own objectives, problems and related solutions

with other business areas involved

Simplify internal procedures to gain value


12

Increased responsibility on:

Non-compliance elements identification and

resolution

Opportunity for improvement collection

Increased awareness in the customer

complaints’ management

RETI QMS 2.0v: evaluate solution performance NOT WELL DONE

We need to:

New approach on technical processes

governance: back to «customer-at-center»

idea

Appreciate people professionalism: attention

to «Internal-Customer» new approach

Change approach on «sell» QMS’ topics to

technical people: no more «procedures» to

follow, but «guidelines» to refer to


13

Technical dept., which is our «business card» by

customers, not completly involved!!!

RETI QMS 2.0v main deliverable: brand image and offer are going to change!


14

LA NOSTRA MISSION: supportare il cliente lungo tutto il

PROCESSO DI INNOVAZIONE TECNOLOGICA E MANAGERIALE

garantendo un rapporto di lungo periodo basato su

innovazione, affidabilità ed efficienza.

LA NOSTRA VISION: porre l’INNOVAZIONE

come protagonista per assicurare il

costante miglioramento del business

aziendale dei nostri clienti.

QMS

BA

Could we use BA methodologies to

get QMS objectives?

QMS+BA The way to get high perception level


15

BA methodologies

could be the best

tool available for a

Quality Manager to

get QMS objectives!

Thank you Alessandro Rogora, PRINCE2®, PMP®

[email protected]

RETI S.p.A.

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